Business Profile

Pet Store

Petco Animal Supplies Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Petco Animal Supplies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

925 total complaints in the last 3 years.
254 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/01/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9-1-22 around 1:15 pm I went to Petco cbl to purchase two gold fish for my great grandson. The employee and the manager refused to sell the fish to me because they wanted me to buy a tank first. I felt belittled and discriminated against.
Business Response
Date: 09/08/2022
September 7, 2022

***********************************
840 E Aiken St
***************, ** 32084

Dear ***********************************,

This communication is in response to your Better Business Bureau case # ******** regarding the treatment you received from our employees. We are sorry if they have made you felt belittled and discriminated.

Our policy states that if a guest does not have the adequate tank/habitat for an animal that we sell we have the right and obligation to refuse the sale, as we only promote responsible pet keeping. We do our best to train all of our employees/associates on how to properly handle customers issues, but your concern was not handled properly. For that, we are extremely sorry. We are going to take steps to ensure that this situation does not happen again. We look forward to providing a better experience for you in the future. Thanks again for bringing this issue to our attention, and please dont hesitate to contact us directly with any other concerns you may have.

Thank you again for contacting Petco.

Warm regards,
Corporate Office Customer Relations
**********************, Inc.

Case#: ********
Initial Complaint
Date:09/01/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The employees obtained by this company to as they please. They are refusing or should I say turning away business at their own personal expense. I have tried to contact them and speak to someone to resolve my issue and every time I called they hang up on me
Business Response
Date: 09/08/2022
September 7, 2022

*********************
21 *************** apt 106
********, ** 01013

Dear *********************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the rude behaviors of the employees. Their behavior was inexcusable, and we sincerely apologize for this. We know how upsetting it is when someone who should be serving you responds in such a disrespectful way.

Your complaint was shared with the upper management to ensure that this will be addressed accordingly. We have received a confirmation that this complaint has been forwarded to appropriate team for handling. They will be reaching out to you directly to resolve. Please know that we take these issues seriously every time they are brought to our attention.

Thank you again for contacting Petco.

Warm regards,
Corporate Office Customer Relations
**********************, Inc.

Case#: ********
Initial Complaint
Date:09/01/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a BBB complaint against Petco earlier this year about breaching my and other customers' confidentiality when they attempted to merge 2 Pals awards accounts of mine into one (whereby my account was linked to 8 or 9 other owners' accounts and it was never resolved. I notified you that it was never resolved and nothing happened since, so I had to create a whole new account with the last personal email address I had available to use). THIS NEW COMPLAINT is regarding Petco with no notice, locking me out of their Pals app by not recognizing my unchanged username and password, where in turn, I cannot "unlock" my rewards that I PAY FOR BY BEING CHARGED MONTHLY FOR their "VITAL CARE" program. I tried using the "forgot password." link in the Pals app and Petco's system after 3 days now, has never sent me the link to even try to reset my password (although it should never have needed to be reset). Further, I called Petco's customer service 3 days ago and was told that this issue had to be referred to their "IT" department (same people who merged my account with 8 to 9 other customer accounts earlier this year), and that someone would call me within 48 hours, and I have NEVER RECEIVED A CALL. Meanwhile the Pals rewards that I PAY FOR have EXPIRATION DATES on them. So I am paying for this program and have rewards that I CANNOT ACCESS. This again is simply unacceptable. PETOC NEEDS TO CEASE CHARGING MY CREDIT CARD UNTIL THEY RESOLVE THIS.
Business Response
Date: 09/05/2022
September 5, 2022

***************************
*********************************************************************** 84098

Dear ***************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with your Petco.com account. We are sorry for the inconvenience and frustrations this has caused.

One of our Corporate Supervisors contacted you and confirmed that the account appears to be fine and isnt compromised. He also added that the rewards were loaded to your account and a $25 eGiftcard was issued. We hope that we have addressed your concern to your satisfaction. If we can be of any further assistance,please feel free to reply to this communication or call Petco.com Customer Relations directly at **************.

Thank you for your time.

Sincerely,
Corporate Customer Relations
**********************, Inc.

Case#: 04853778
Customer Answer
Date: 09/06/2022
omg, how clueless can this company be? Again, I cannot access my account in the Petco app because petco randomly did something to the software where the app does not recognize my username and password AND their system will not send me a link for resetting my password. Again, both myself and ********************** have attempted the forgot password process and their system will not email the password reset link. How many times do I have to spell this out??? Again, I cannot access my rewards which Petco requires me to load before I can use them. Again, Petco is charging me almost $40 per month and I cannot access my account to use the rewards that are to be deposited into my account monthly. Petco loading the most recent rewards falls beyond short of resolving the issue. I am speechless at the cluelessness of this organization and their response. As you are aware, my first complaint went unresolved as well. If Petco cannot assign this to someone who is competent enough to resolve this issue, my next step will be filing a lawsuit in small claims court so that Petco will learn to set a minimum standard for their employees to have minimum reading comprehension and problem solving skills. I have already placed a dispute on my credit card for the past 2 months of charges because Petco has charged me and has not performed to the terms of the agreement by not allowing me access to accumulated rewards that are due to me. These rewards are the same as money.
Business Response
Date: 09/12/2022
September 11, 2022

***************************
*********************************************************************** 84098

Dear ***************************,

This communication is in response to your rebuttal with your Better Business Bureau case # ********. We are truly sorry about your ongoing disappointment on the issue.

We have requested one of the Supervisors to look into this again. We have received a confirmation that they were able to resolve this issue. They ultimately discovered you were using the wrong email address to log in (correct email:********************). After this discovery they were able to update the correct email and get you back into your app. They also Explained VC PALS you will be getting. You also mentioned that you will update this complaint to advise that this has been resolved. If we can be of any further assistance, please feel free to call Petco.com Customer Relations directly at **************.

Thank you for your time.

Sincerely,
Corporate Customer Relations
**********************, Inc.

Case#: 04853778
Customer Answer
Date: 09/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I would like to note that it was I that found the discrepancy in the email address, while trouble shooting with the last employee i spoke with (who was the most helpful if all Ive talked to) and despite that, I was logging into my Pals Account for 4 months until Petco randomly locked me from going in, which was never explained. Only the last person I spoke to compared the account email (correct email address) and **** app email (misspelled) after I told her I think the email address is the issue. Other employees had they looked, could have seen the discrepancy sooner and saved me several phone calls and a BBB complaint.
Regards,

***************************
Initial Complaint
Date:08/31/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Petco as a company, particularly **********, ******** petco. The managers here dont enforce any company policies. In fact, all the managers are friends with their employees outside of work, and on social media. Which causes them to not manage as they should. Its not fair to the other employees that dont have the same type of relationship with them, they are treated unfairly and unjustly. Employees are aloud to be under the influence of drugs and alcohol. Managers are aware of their influence, and do nothing about it, allow them to keep working. Animal care, is determined by the managers instead of being taken to a veterinarian, like the store policy states. I suggest a investigation into the company, this store in particular. For good work ethic and the environment that the employees are in.
Business Response
Date: 09/07/2022
September 6, 2022

*********************
14 globe blvd
**************, ** 25419

Dear *********************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the employees behavior in our *************** at **************************. We are sorry to hear about your experience.

A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.

Thank you again for contacting Petco.

Warm regards,
Corporate Office Customer Relations
**********************, Inc.

Case#: 04846816
Initial Complaint
Date:08/28/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*************************** Grooming Appointment for dog, ****** Aug 28, 2022 at 10am Brighton ** store (304 ***********. in ****** 02135)We took our dog to be groomed at this Petco location, and after picking him up and paying, the manager called and started yelling at us, alleging that we had never paid for the grooming and threatening to call the police on us. We explained to him that we had paid for the grooming and could see the charge on our credit card, and we asked that they double check their system and confirm that we had paid. He insisted that we had not and proceeded to call the police anyway.A few minutes later when we called back to try to resolve the situation, he had realized that we had actually paid for the grooming. Despite this, the manager continued to argue that he had been justified in calling the police because thats what we have to do if someone steals (which we did not). He was completely unapologetic for all of the unjustified threats that he had made and did not try to resolve the situation with us any further.Calling the police on someone when it is not justified is not something that should be taken lightly in this day and age, and his behavior was completely unacceptable when we had multiple forms of proof that we had paid. He could not be bothered to double check their system and confirm that we had paid before calling the police on us, and he acted in a completely unprofessional and uncourteous manner during and after this situation.Petco should not allow its employees to unnecessarily potentially place customers in ***** way by involving police before even double checking to confirm that someone had in fact paid for a service. They could get someone hurt.
Business Response
Date: 09/02/2022
September 1, 2022

***************************
350 3rd Street Unit 508
*********, ** 02142

Dear ***************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Managers behavior in our *************** at ***************. We are sorry to hear about your experience. Their behavior was inexcusable, and we completely understand how upsetting it is when someone who should be serving you responds in such a disrespectful way.

A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.

Thank you again for contacting Petco.

Warm regards,
Corporate Office Customer Relations
**********************, Inc.

Case#: 04824206
Customer Answer
Date: 09/06/2022
I still have not received a phone call from corporate. I still have no refund. I still have not been told that the manager was terminated.
Business Response
Date: 09/13/2022
Dear ***************************,

This communication is in response to your rebuttal with your Better Business Bureau case # ********. We are truly sorry about your ongoing disappointment on the issue.

The District General Manager sent us a confirmation that she had spoken with you and agreed to process credit for the groom. In regards to the treatment that you received from one of the managers, we know how frustrating this can be, and we regret that you had this experience. We assure you that proper coaching will be done to all associate/s involved. We will do an extensive internal investigation into your customer service experience to ensure everyone is getting the experience they deserve and which Petco prides itself in. We have to reluctantly say it was a less than par experience on many levels for you and for that we are truly sorry. We are addressing all these issues on our end. If we can be of any further assistance, please feel free call Petco.com Customer Relations directly at **************.

Thank you again for contacting Petco.

Warm regards,
Corporate Office Customer Relations
**********************, ****
Customer Answer
Date: 09/13/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***************************
Initial Complaint
Date:08/26/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I have made several dog food purchases at my local Petco; under the impression that once you purchase 7 bags of food you're 8th bag is free. I monitor my progress on the Petco app, and to my surprise I noticed I was missing a 'punch' so to speak. I have went through all of my purchases on the app and I have in fact purchased 5 bags of food and should have 5 punches; but I only have 4. I have reached out to Petco numerous times via phone, chat, and ******** only to be told that they will not in fact replace my missing punch. I have talked to 2 operators and they have said as well, that I should have 5 punches. I have not made any returns/exchanges to warrant my missing punch as valid. I feel that this is deceptive advertising and very concerning as to how many others this has happened to. In the meantime Petco has issued me a $5 credit for the missing punch; to me that's an admission of guilt and not suitable enough. I would like what is due to me and that is my missing nutrition perk. Ive included copies of my 5 purchases of bags of dog food.
Business Response
Date: 09/01/2022
August 31, 2022

***************************************************************
Chesterfield, ** 48047

Dear *************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the punches on your Nutrition Perk. Please accept our apologies for any problems or inconvenience you have experienced. We strive to provide exceptional customer service, and sincerely appreciate hearing from you.

We have reviewed our records and have confirmed that you have spoken to one of our Supervisors. A free bag of food has been processed with order # ************** as one time courtesy. It was also explained that you will continue to accumulate your punches for the Nutrition Perk moving forward. We hope that we have addressed your concern to your satisfaction. If we can be of any further assistance,please feel free to reply to this communication or call Petco.com Customer Relations directly at **************.

Thanks for your time.

Sincerely,
Corporate Customer Relations
**********************, Inc.

Case#: 04819613
Customer Answer
Date: 09/01/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*************************
Initial Complaint
Date:08/25/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was specifically quoted a high end and a low end. I was given a choice and I chose the low end due to a fixed income and not having any more. They charged me the high end without notifying me! I even asked if the bill would change and they specifically said it will not because it was in their system. After the surgery was done they charged me $535.16 more. I was never given an option and I would have never done this seeing I Do Not Have The Money!! I even told them that I had just buried my husband and I didn't have much! That is why I was presented the option of the lower price!
Business Response
Date: 09/01/2022
September 1, 2022

*************************
5340 ****************
***************, ** 33905

Dear *************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with your pets recent surgery bill. We are sorry to hear about your experience.

We are currently working on the issue however, the team cannot locate you in any of the systems. Wed like to know if the pet was brought in under someone elses name. Please advise so we can conduct further investigation. We look forward for your response with the needed information.

Thank you again for contacting Petco.

Warm regards,
Corporate Office Customer Relations
**********************, Inc.

Case#: 04819583
Initial Complaint
Date:08/25/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8/25/22 Refused to sell a fish, even though I explained exactly how to care for them and what I had to do so. Employee stated she "did not know what I would do when I got home" so she was refusing to sell me ANY fish Store manager *****.. smirked and agreed and also would not sell me anything
Business Response
Date: 09/01/2022
August 31, 2022

*************************************
10 *************
*********,** 17320

Dear *************************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with our *************** at *****************. We are sorry to hear about your experience.

A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. We have received a confirmation that the General Manager called the phone number you provided on this complaint several times over the past few days and with no a return call as of yet. Should you wish to discuss this further, you may contact her ************ and provide case # ******** for reference. Please know that we take these issues seriously every time they are brought to our attention.

Thank you again for contacting Petco.

Warm regards,
Corporate Office Customer Relations
**********************, Inc.

Case#: ********
Initial Complaint
Date:08/23/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Friday, August 12th, my petco account was hacked and the hackers were able to place 2 fraudulent orders using my paypal account that was leaked, totaling just shy of $130.00. I reached out to petco immediately and told them the orders were fraudulent. They assured me they would cancel the orders and refund me once they finished investigating in a few days. A few days came and went and they agreed the orders were fraudulent but never cancelled the orders and still delivered the dog food. My refund was apparently approved but I still have never received anything. I have reached out to customer service numerous times, they assured me that the refund going to my PayPal account would not be an issue, and that they couldnt figure out why my refund wasnt coming through but that they would escalate the claim to a supervisor. I have now had my issue escalated 3 times and nobody has ever reached back out to me as promised except for the very first time. Now they are saying PayPal wont accept the refund which makes zero sense. Ive gotten refunds before through PayPal so why all of a sudden would it not work? Also, why tell me before that refunding my PayPal account would not be an issue and how it is? Its been almost 2 weeks of me being given the run around and Im sick of it. *** asked to speak to a supervisor and they keep telling me there is no supervisor that can help me. So how does that work? My claims get escalated to a supervisor but then all of a sudden there isnt one that can help me? And for the life of me I cant figure out why even after agreeing that orders are fraudulent that they would still send them out. This is a terrible way to handle business and Ive been a customer for years, only to be treated like my stolen money doesnt matter. Also, *** asked if they cant just refund my card that was actually linked to the PayPal and the money taken out of. I have all the proof of came out of that card and they wont even acknowledge me on that.
Business Response
Date: 08/25/2022
August 25, 2022

*************************
1808 ***********
********, ** 79111

Dear *************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the unauthorized orders on your account. We are sorry for the inconvenience this may have caused.

We have reviewed your account and have confirmed that a refund amounting to $74.69 and $55.80 have been processed to your PayPal account. The transaction IDs were sent to you separately via email. We hope we have addressed your concern at your satisfaction. Please do not hesitate to contact us directly if this or another issue arises again in the future.

Thanks for your time.

Sincerely,
Corporate Customer Relations
**********************, Inc.

Case#: 04793091
Initial Complaint
Date:08/23/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My dog (Jynx) has been getting groomed at PETCO approximately 26 times a year for nearly 9 years. Recently, there is a materials fee that has been applied at $4.99 and now increased to $5.99 for grooming. This fee is ridiculous and an attempt to hike prices during the recession. This fee should not be assessed and/or included in the price of the grooming cost. I do not want to pay a materials fee and am requesting that it be refunded and discontinued. In addition, I am a VitalCare member and sometimes the materials fee is discounted as a part of VitalCare and sometimes it is not. This needs to be consistent and PETCO should stop taking more money out of my pocket which directly impacts the tip provided to your groomer. My grooming location (****************, ********** (********), ********) has had a turnover of staff and PETCO should not be encouraging customers to go elsewhere because of nonsense fees. Please refund my materials fees for CY 2022 and stop adding this to my future invoices. Equally frustrating, I called your corporate telephone number for assistance and there was nothing they could do except recite to me that the fee was recently hiked and has "always" been there, which is a false statement. The "materials fee" is a recently new, and might I add awful, fee.
Business Response
Date: 08/29/2022
August 28, 2022

*************************
112 ******
**********, ** 22314

Dear *************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the materials fee on grooming services. We are sorry about your disappointment on the issue.

The Grooming Business has been incorporating a Materials Fee to all Bath,Groom & ******* Services across all salons starting 11/23/2021. Bath &Groom services will have $5.99 fee, and walk-ins will have $.99 fee. Our Materials Fee helps to cover the cost of supplies and materials. It is not a service fee or a gratuity. Guests were made aware of these fees in a number of ways prior to booking their appointments: grooming price menu, PCC partner conversations, confirmation calls,online booking process, landing page, etc. It is not our intention to cause inconvenience to our customers and we hope for your understanding on this matter. Your feedback is highly appreciated and we want to thank you for taking the time to reach out to us about your thoughts. If we can be of any further assistance, please feel free to call Petco Customer Relations directly at **************.

Thanks for your time.

Sincerely,
Corporate Customer Relations
**********************, Inc.

Case#: 04793055
Customer Answer
Date: 09/19/2022
I reject the businesses' response.

The business did not address my requested remedy to this matter or the incident relative to contacting their ***** directly, they couldnt even pick up the phone to call me and in haste to close out this inquiry, failed to address all my questions.

The business asserts that Guests [me] were made aware of this change a number of ways (prior to booking appointments) grooming price menu, PCC partner conversations, confirmation calls, online booking process, landing page, etc. I did not learn about this in these ways and have never booked a grooming appointment online, received any confirmation calls or discussed this until it was implemented without notice. Further, I asked whether the ********** program includes a savings of 20% on the materials fee. As I stated in my initial complaint, I have received the 20% discount on the materials fee sometimes and sometimes I have not it is not consistent. I am curious to hear Petcos actual response because from a consumer perspective, they are running a bait and switch program for adding additional fees and tricking customers into thinking that that fee is discounted because it is a part of the grooming service invoice, if it is not.

It would be idea if the business could read the actual remedies and respond that would be highly appreciated. Thanking me for reaching out through BBB and failing to answer my inquiry is not highly appreciated they are being as helpful as the individual who seemed like they were reading a script and did not have answers when I initially contacted the company in the first place. That is why we are here in this forum to seek a mutually agreeable resolution.
Business Response
Date: 09/26/2022
Dear *************************,

This communication is in response to your rebuttal with Better Business Bureau case # ********. We are truly sorry about your ongoing disappointment on the issue.

We have requested one of our Corporate Supervisors to contact you and discuss the issue. Please be assured that we intend to use every available means to get this matter resolved.

Thanks for your time.

Sincerely,
Corporate Customer Relations
**********************, ***
Customer Answer
Date: 09/26/2022
I am marking this response as rejected due to the time limits relative to a response vs auto closes. As of the date of this response from the business I have yet to be contacted.

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Petco Animal Supplies Inc is NOT a BBB Accredited Business.