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

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

If you've experienced an issue

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:08/22/2022
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.
Hello I went to Petco Sunday morning to buy puppy and couple other items I did not notice the over priced because I knew the dog food was a lot by it self and I didnt notice until late night that I was over charged on the receipt VETCO-nontax that is a injection they do for pets only in store. Which I did not even bring a pet In the store. If any more questions or details call me @************
Business Response
Date: 08/29/2022
August 28, 2022

***********************
3009 **********************************
*******, ** 85041

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

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the over charged on your receipt. We are sorry for the inconvenience this has caused.

To rectify the issue, we have forwarded your concern with the upper management of the *************** you visited. *****, the General Manager of the *** confirmed that you came in yesterday, and received a store credit. 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#: 04785330
Initial Complaint
Date:08/21/2022
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 6/10/2022 a PETCO employee ******** stated that it would be less expensive for us to add the essential package rather than adding everything separate. We agreed and signed for the change. The following month I made Spanky a repeat appointment for the same services and I noticed that not only did she change the package to benefit herself she changed the weight of Spanky which increase the cost roughly $40. I contacted customer service right away to discuss with them why their employee went into my account and made changes to increase the price. The rep gave her apologies and explained employees only need to make changes was a customers phone number. I immediately called the store and spoke with the store manager and he said he would speak with ******** and let me know when I come in for the appointment. Instead ******** called me on the phone to explain herself and I told her I did not give her permission to change his weight to increase my cost. She insisted she was trying to help me. I told her I did not ask for your help! And who confirmed his appointment when no one spoke to me, she state she did. Then she went on to say if you are upset you can reschedule. I said no just dont confirm ANY appointments for me without knowing my situation. I am African american and Cuban! I received a text at 6:06pm on 8/8/2022 stating Spanky will be ready in 30 min. My daughter and I arrived at the store about 6: 23pm and ******** was still grooming him so we started shopping as we usually do we didnt bother her while she worked. We browsed the store and picked up a toy when we were approached by a white female with a paper in her hand. She said Spanky is ready I said are you sure because we just walked in and she just started his face are you sure she replied yes she wanted to know what scent of spray you would like i said it doesnt matter but your sure hes done she was positive he was ( we noticed her name tag said ****). She shoved the paper and said you need to go pa
Business Response
Date: 08/25/2022
August 25, 2022

*********************
7614 Yorkhouse
********, ** 29223

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 recent experience.

In our desire to get a better understanding of what has happened, we have forwarded your concern to the **** ******, the District General Manager confirmed that you were refunded for the overcharge and was actually charged less then you should have been. The coding of the weight of the dog has been addressed and cannot be changed until you come in for the next groom. That is why you are still showing incorrect weight online. However, this does not affect the pricing and this was already explained by the General Manager. We hope we have addressed your concern at 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#: 04778487
Customer Answer
Date: 08/25/2022
I was never refunded my money and I have been lied on and unable to use the vital care plan. The issue is also that a employee went into my account and made unauthorized changes to my account. Their scale hasnt worked in months. I would like to see proof of a refund and as I mention since they are failing to schedule us a appointment at any location then refund me for my vital care and cancel the plan
Business Response
Date: 08/30/2022
August 29, 2022

*********************
***************************************** 29223

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

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

We have partnered with the General Manager of the *** and he requested that you bring in the receipt you are referring to and they will gladly refund the groom. They can also help you cancel your ***** care plan. Please note that these can be done by any leader in the store. Should you wish to discuss this further, you may contact him ************ and provide case # ******** for reference. Please know that we take these issues seriously every time they are brought to our attention.

Thanks for your time.

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

Case#: 04778487
Initial Complaint
Date:08/19/2022
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.
I had a vet appt on 7/18 whereby they estimated that ***** might need oral surgery and also mentioned x-rays then when I went back on 7/30, ************ said the wound looked like it was healing and he wouldn't need surgery. However, ***** still has a really bad odor coming from his mouth and I think its from the would in his gum line. I called Vetco on Wednesday morning and left a detailed message but no one called me back. It was hurtful and very upsetting because I think something is wrong with *****'s dental hygiene from the injury but they don't care and have no compassion at this facility!
Business Response
Date: 08/25/2022
August 25, 2022

*************************
315 ************************* apt 332
***********, ** 07018

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

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Vetco Total Care program. 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#: 04778231
Initial Complaint
Date:08/14/2022
Type:Billing 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'm being charged for a subscription to VitalCare monthly I have never used the service for my pet and don't plan on it. I signed up trying to get some coverage for my pet but have since signed up with another company for my pet's insurance. Last month was charged $21.95 from PetCo again I disabled the auto-renewal but today I see another charge. I called into the company and was told from a customer service representative that I will be charged for the next year for this service and there is no way to turn it off. I want this canceled this is ridiculous that I have to continue paying for services I've never used and don't plan on using. I want the services turned off and my monthly monies that Petco's been taking while I've never used the service this is robbery.
Business Response
Date: 08/21/2022
August 21, 2022

************************************************************************************************** 34711

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

This communication is in response to your Better Business Bureau case # ******** regarding your concern with your ********** subscription. 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#: 04731485
Initial Complaint
Date:08/13/2022
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.
I worked for petco in 2021 and they were making me do things they knew would cause problems in my pregnancy which it did so I had to quit. I called petco numerous times for months about my paycheck and every time I talked to someone they told me they didnt have anything for me when they did for the past year and I just found out today that they actually did have a check for me and have just been holding it for the past year.
Business Response
Date: 08/16/2022
August 16, 2022

*********************************
114 ********** Apt 20
**********, ** 72740

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

This communication is in response to your BBB complaint case# ******** regarding your concern with your last paycheck. We are truly sorry about your ongoing disappointment on the issue.

Your concern has been forwarded to the HR Department and is being handled internally. Kindly contact them directly for resolution.

Thank you for your time.

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

Case#: 04726420
Initial Complaint
Date:08/08/2022
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.
I have vital care for 5 dogs where I get 15 $5 reward every month. I spend 21 and change per dog on this plan. This month I placed an online order for ***** using 60 in rewards. They took my 60 in rewards and charged my card *****. They refuse to correct and refuse to get me a supervisor. I was double charged for the order. The online and phone support have refused to correct or cancel order.
Business Response
Date: 08/16/2022
August 15, 2022

***************************
5415 ********
*********,** 77551

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

This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. 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#: 04680144
Initial Complaint
Date:08/08/2022
Type:Product 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.
On 8/7/22 purchased a Guinea pig from petco in *********. Immediately upon returning home with the gunnea pig, it was obvious he had an eye infection. Petcos policy is to accept returns of unhealthy animals. Upon returning the Guinea pig the next morning, ***************** said that they recently sent many Guinea pigs to their wellness center due to eye infection issues. The store manager refused to return the Guinea pig and issue a return. According to petco policy, they will issue a refund for animals that are sick or injured, but they refused. We have had Guinea pigs for 50 years, and can say this one was sick.
Business Response
Date: 08/15/2022
August 14, 2022

***********************
1269 ***********
**********, ** 53066

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

This communication is in response to your Better Business Bureau case # ******** regarding your concern with our *************** at ****************. We have to reluctantly say it was a less than par experience on many levels for you and for that we are truly sorry. The store is addressing all these issues on their end.

We have received a confirmation from the General Manager that she had spoken with your wife and agreed to process the refund. We want to sincerely thank you for bringing this issue to our attention. We are always to improve our customer service, and your feedback is essential to that process. Please do not hesitate to contact us directly in the future if this or another issue arises again.

Thanks for your time.

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

Case#: ********
Customer Answer
Date: 08/15/2022

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:08/08/2022
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.
I have bought 8 bags of 13lbs dog food with Petco via Amazon, they delivered 7 bags of 4.5lbs dog food. I asked for replacement the goods I bought and Petco emailed me saying they are not able to replace the goods and wanted me to keep those 7 bags smaller ones +50% refund which still higher price than I go get those some where else. While I was waiting for the response from them, I went over the reviews of the product, this happened in May 2022, which means that they used those prices to absorb the customers and sending smaller bags after the customers paid for bigger bags.
Business Response
Date: 08/11/2022
August 11, 2022

Yu Cui
9021 **********
********, ** 98375

Dear Yu Cui,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We are sorry for the inconvenience this has caused.

We have checked your order and have confirmed that the item you've purchased is affected by product description mismatch. The item was mistakenly listed for (13) instead of (4.5lbs) only. Our technical team is already on top of this to update the description as soon as possible. To rectify this, we have processed a full refund as one time courtesy. You may just keep the items or donate to the local animal shelter. In the meantime, please do not attempt to place another order for this item until the error has already been fixed. We hope that we have addressed your concern to your satisfaction. If we can be of any further assistance, please feel free to call Petco.com Customer Relations directly at **************.

Thank you again for contacting Petco.

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

Case#: 04662542
Initial Complaint
Date:08/05/2022
Type:Sales and Advertising 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.
> > Sent: 7/21/2022 1:27 PM > > To: ****************************************** > > Subject: Request for Refund > >> > My name is *************************. I am writing to express the problems Ive experienced at Petco in *********, **, and to request a refund.> >> > I purchased a *** and heat bulb light kit for our turtle aquarium. After installing it, we found the *** bulb did not work. The store workers said they could not exchange just the bulb. We would have to uninstall the whole kit, and bring the whole thing back for an exchange. Rather than go to all that trouble, we had to purchase a new *** bulb separately since they wouldnt exchange it. So we lost money on that kit.> >> > I also purchased a water filter pump that failed to work correctly. I exchanged it, but the second filter pump shortly quit working also. I had read all the instructions for the filter and followed them, but they both failed. So we lost money on that pump.> >> > By this time, my husband and I were so dissatisfied with both products and service,> > we decided to return everything, including the new *** bulb we had to buy for the failed one that came in the kit.> >> > The receipts say, If you are not 100% satisfied, you can return your purchases within 60 days for a full refund . We are not satisfied! And to make it worse, we tried to make these returns 32 days after purchase. We were then told at the store that returns had to be made within 30 days because of a corporation policy change. I showed the store associates the receipts where on the back it said 60 days.> >> > We were then told Petco had changed their refund policy to 30 days. No one told us that at the time of purchase. And the store associates admitted theyd had problems with this because they have boxes of register receipt paper that is incorrect. And they have not been sent the updated receipt paper by corporate supplies.> >> > I would like to resolve this issue. I am prepared to send you copies of receipts showing dates
Business Response
Date: 08/10/2022
August 10, 2022

*****************************
1402 ****************
*********,** 72404

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

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

As per policy, returns without a receipt or made after 30 days are not eligible for return or exchange. Petco also reserves the right to limit returns regardless of receipt. This return policy is posted on Petco.com. You may check the policy by clicking this link https://www.petco.com/returns.To assist you, we have coordinated with the local store for resolution. *******,the General Manager of the store agreed to process the return for you as one time courtesy. 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#: 04645288
Customer Answer
Date: 08/10/2022

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:08/04/2022
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.
On Tuesday, July 26th, I took my 9 year old golden retriever to Petco on *********** in *******, ** (*****). My dog has been there several times and one other time in the past year (September, 2021) she experienced an issue after grooming there where she came home with her nail hanging off and bleeding. I took her to the vet after that incident and they started her on antibiotics. When I confronted Petco about this incident they denied all fault. I since took her back for a bath (on July 26th) and received a phone call from an emergency room letting me know they my dog was stabilized and ready for pick up- I was shocked. No one from Petco had let me know that my dog had been injured and emergently rushed to an animal emergency room. I later found out from the Vet at the animal hospital that her finger nail had been ripped off and she had uncontrollable bleeding. When I spoke with the Manager (Cat) at the store, she let me know that she too was infuriated about this happening and that their policy had been broken and they were supposed to contact me to let me know she was injured and being taken to an ER. She also admitted fault and told me that this was not the first time this has happened at this very location and they have a known safety issue with these crates and she has requested new ones but Petco never provided them. When I spoke to other pet families in my close knit neighborhood about this incident, 10's of families told me similar if not the exact thing happened to their pet at this location as well another Petco location in *******. This business has a known safety issue where pets are being harmed, they admitted fault, and yet are doing nothing to fix it. They also will not pay me or my husband for hours lost at work taking care of my pet (she is now on antibiotics and 2 weeks of pain medications) or for any of our pain and suffering. Petco needs to replace their crates and have additional staff training or this will continue to happen.
Business Response
Date: 08/10/2022
August 9, 2022

*****************************
3827 ************
*******,** 77005

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

This communication is in response to your Better Business Bureau case # ******** regarding the incident that happened in our *************** at **** ********.Please accept our apologies for the undue stress this incident has caused and we hope you are feeling better when upon receiving this response.

We have confirmed that your case has been turned over to Sedgwick, our third party claim department to ensure your complaint is being addressed. We know that we can really never make up for your inconvenience; however, we have every confidence that the dedicated team assigned for this will act immediately to investigate and take whatever action is necessary to resolve the problem.

Thank you again for contacting Petco.

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

Case#: 04645118
Customer Answer
Date: 08/10/2022
I have not heard from any third party complaint department. I did hear from a third party claims department who only compensates for vet bills which petco already paid as they admitted fault and knew they had to. No one is addressing the safety issue at petco that your manager admitted is a known problem and no one is discussing the need for additional training for your staff so this doesnt happen again. No one has offered to pay for lost wages either from time off caring for my elderly pet or for my pain and suffering watching her in pain. Clearly petco actually doesnt care at all about pets safety and well being
Business Response
Date: 08/16/2022
August 17, 2022

*****************************
3827 ************
*******, ** 77005

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

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

Your concern has been escalated to the Market General Manager and they are addressing all these issues on their end. We want to sincerely thank you for bringing this issue to our attention. We are always to improve our service, and your feedback is essential to that process. Please do not hesitate to contact us directly in the future if this or another issue arises again.

Thank you for your time.

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

Case#: 04645118

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Petco Animal Supplies Inc

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Petco Animal Supplies Inc

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Petco Animal Supplies Inc is NOT a BBB Accredited Business.