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.

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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:08/03/2022
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 purchased a Regent parrot on June 22nd, 2022 for $1,498.9937 along with additional $50 in food. The Regent ****** died of a heart attack/stroke within 20 seconds in my arms on July 29th. This was 37 days after I purchased the animal from Petco. I contacted the store, spoke with the manager concerning the issue that they sold me a sick bird. He said there was nothing that he could do. I asked him if he would reach out to the breeder. He said he would try. As a loyal customer who spends 100 to 200 dollars a month on ************* items from this company for my animals and also was buying such a high price ticket item/animal from them, I would think that they could do more for their customers to resolve the issue.
Business Response
Date: 08/16/2022
Hello ******,
Thank you for reaching out to PetSmart's corporate office. I am very sorry to hear about your Regent parrot you had purchased, and it passing away. I received this concern from the Better Business Bureau, and I see that you had mentioned Petco, not PetSmart. Can you please confirm that you purchased this bird at PetSmart, not Petco? Also, if it is PetSmart, I will need the store location, including the city, state, and address. I will then partner with the Store Leader and the District Leader, so you can get a call back in a timely manner.
Thanks again for reaching out.
Sincerely,
*******************- ************* Specialist
PetSmart- **********************
Customer Answer
Date: 08/16/2022
I purchased my bird from Petco not PetSmart.
Business Response
Date: 08/17/2022
Hello *******,
Thank you for reaching back out to us at PetSmart. I appreciate you letting me know that you purchased your bird at Petco, not us at PetSmart.
I hope that Petco can assist you further.
Sincerely,
*******************- ************* Specialist
PetSmart- **********************
Business Response
Date: 08/24/2022
August 24, 2022

*************************
1046 ****************
**********, ** *****

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

This communication is in response to your Better Business Bureau case #********. We are truly sorry to hear about the loss of your pet, and want to extend our condolences.

As per policy, returns without a receipt or made after 30 days are not eligible for return or exchange. 30 day return terms apply to companion animal and freshwater aquatic life purchases made in store. Feel free to visit out return policy again using this link https://www.petco.com/returns.Animals in our care are monitored closely. Animal illnesses, typically do not remain dormant or without symptoms outside of 30 days. Our 30 day policy is established because if an animal is found to have an illness within that timeframe we are able to address any health issues with our companion animal vendors. Within that timeframe we will assume responsibility for the health of the animal. At this point, we cannot assume this responsibility after 30 days.

We know its frustrating on your end and we never intend to bring inconvenience to any of our customers. We want you to know that we appreciate your business and while we wish that we could further assist you with this issue, our position still stands since we have rules/policy that we need to enforce. Please accept our sincerest apology in this regard.

Thanks for your time.

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

Case#: 04754237
Customer Answer
Date: 08/24/2022
Ironically when my complaint was filed, it was accidentally sent to PetSmart and their response was 100% opposite of yours. Based on your response, I will no longer do business with your company and make sure to share my experiences with your company on all customer review platforms. For a company that sells animals/animal care needs and it is the animals that bring comfort and compassion to their owners, and yet you as your company fail to do that for your customers, what an oxymoron. I hope you looked at my customer account and evaluated how much money I spend at your store yearly because I will no longer do business with your company.

Sincerely,
************************;
Business Response
Date: 08/28/2022
August 28, 2022

*************************
*************************************************************** *****

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

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

Your concern has been reviewed by the upper management and their position still stands. Please accept our sincerest apology in this regard.

Thanks for your time.

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

Case#: 04754237
Customer Answer
Date: 08/29/2022
I will be doing all my future purchases with PetSmart.
Initial Complaint
Date:07/31/2022
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.
I already have a case number # ******** filed on July 14, 2022 for my issue with a particular location of PETCO in *******, *****, a supervisor by the name of Rakima W. emailed me that the District Manager will contact me regarding my issue with PETCO Champions, it has been **************************************** from PETCO. This location offers very bad customer service from ****** and ******* ( sales people ) and ***** ( Manager ), i already paid for a bag of dog food but they cancelled my order without notifying me and did not even replace with the same brand I always order. By the way, I called before ordering and ****** said they had it in stock but when my son went there to pick it up, ****** said it disappeared from the counter and these two guys said they did not have it.
Business Response
Date: 08/07/2022
August 6, 2022

***************************
3990 **************
*******, ** 77007

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

This communication is in response to your Better Business Bureau case # ******** regarding your concern with our *************** at ************. 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.

A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. *****, the District General Manager confirmed that you were contacted and invited back into PCC to resolve. 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#: 04491878
Customer Answer
Date: 08/08/2022

Better Business Bureau: I DO NOT ACCEPT THEIR RESPONSE TO RESOLVE MY COMPLAINT BECAUSE THEY HAVE NOT CONTACTED ME ABOUT THE RESOLUTION.
As of writing this email, the District Manager ***** has not contacted me or any of his representative to resolve my complaint, I do not understand why they claimed they have contacted me when they did not. Lat week I called **************** to follow up on my complaint but I found out they were just resolving it within their circle and has not given me any feedback regarding the resolution of my complaint. The PETCO manager at the location subject of my complaint and also the District Manager ***** are liars, can they submit proof that they contacted me? Thank you.

Regards,

***************************
Initial Complaint
Date:07/30/2022
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 website gives a code for 20% off any order over $50 that is ordered online and picked up in store. I noticed that the website was only ever taking off $20, not 20%. I called customer service and was told that it caps at $20. However, the deal is only good for orders over $50. In this case, they are false advertising. You can only get 20% off if your item is $40, but then the deal isn't good because $50 is the minimum you have to spend. If you pay the minimum $50, you only receive 15% off. If you pay $400, it is only 5% off. I asked them if they would fix this and they replied that they couldn't.
Business Response
Date: 08/04/2022
August 4, 2022

***************************
925 ***************
************,** 46222

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

This communication is in response to your Better Business Bureau case # ******** regarding your concern with our online promotion. We understand how disappointing it must be for you that you have not been able to use the promotion as you had planned.

The 20% off orders of $50+ when you buy online & pick ** in-store promotion that we offered on 7/30 applies to your online purchase subtotal for the pickup in-store products only. Subtotal refers to the amount of order before taxes and shipping. Max ******** $20. The qualifying subtotal excludes any Repeat Delivery orders or One-Time delivery orders. This was part of the Terms and Conditions of the promotion that was posted on the website.

We know its frustrating on your end and we never intend to bring inconvenience to any of our customers. While we are unable to honor your request at this time, well be sending you a $20.00 Electronic Gift Card that you can use on your next purchase. This can be combined with the ongoing promotions online. Please feel free to visit https://www.petco.com/shop/en/petcostore/s/petco-coupons-promosWe anytime and we hope that youll find the best Petco coupons, promotions, deals and ********s available.

We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.

Thank you for your time.

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

Case#: 04600894
Initial Complaint
Date:07/30/2022
Type:Delivery 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 Wednesday, July 27, 2022, I placed an order on Petco.com's website for some items for my cat. I had a 20% off coupon, via email, that I typed into the site. However, the coupon was not adhered to, and so I called the customer care number to ask about it. After being transferred twice, the issue was not resolved. The operator attempted to give me a $10 coupon to use within 45 days, to appease me. Unfortunately, the $10 was about half of the amount I would have saved, and the delivery was for August 2, 2022. My current supply of cat food would have been gone for 3 days by the time the order arrived, so I cancelled it. The entire order. Later on 7/27/22, I received numerous emails that the order has been shipped, and it is on its way. I again called the customer service, and was informed that they were not allowed to cancel orders, although parts of the order had already been cancelled. I entered a chat conversation, which I have copied and pasted into a document for proof. The person on that chat also said that they have no way to cancel orders once they are put through. This morning, lo and behold, there is a box from Petco. An order that was canceled on Wednesday July 27, 2022. I have already notified my bank of this fraud.
Business Response
Date: 08/02/2022
August 2, 2022

***************************
7311 **************** apt E
*******, ** 27613

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

This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We have to reluctantly say it was a less than par experience on many levels for you and for that we are truly sorry.

To assist you, we have checked your order and have confirmed that one of the items was delivered today and the other one is still in transit. Since it is too late to cancel these items, wed like to offer a partial refund amounting to $20.00 to give you the opportunity to avail of the coupon that wasnt applied to your order. Please let us know if this works for you.

We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.

Thank you for your time.

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

Case # ********
Initial Complaint
Date:07/27/2022
Type:Customer Service 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 have a Cocapoo black dog that has been in the system now for atleast a couple of years. Petco is the place I take my dog to get groomed about every 6 weeks to get groomed. Right now I am in between houses due to me selling my home after living in my established home for **************************************************************** law, and Grandkids for about a month until I purchase another home. Normally I take Prince to the ****** Petco. and I pay for him to have a bath, toenails cut, Hair cut short, leave his tail fluffy, but trimmed, have his faced trimed down to where you could see his eyes , and have around his anis cut. And his tail trimmed, but leave that fluffy as well, and trim his ears. Of course bath him, and he comes out looking very cute, and well groomed and smells very clean, no knots in his ears or tail. And he looks like he's has a hair cut, and if you look in the system I pay 54. And ******* does a Great job. . Well July 8th Took him to ******* Petco on *****************. He had an 11:30 apt . He was probably there an hour. Were normally the other Petco keep him 4 hours. and he didn't even look like he got a hair cut. He didn't smell clean. He had knots in his ears. Which we had the take the scissors and cut them out on both sides of hid ears. We had to trim around his mouth. And his tail area due to knots. We had to bath him. They charged me ***** which he's a small to medium dog they charged me for a large priced dog. They have gave him a cut because they claimed the air conditioning went out that day. I contacted customer service ********************** they stated they could take care of it, they gave me a claim number they never returned my call which the claim number. The girl thar cut him her name was ********. I was very very disappointed in the service not to mention they charged me almost 70 dollars and I had to cut him myself when I spend so much money at petco very month buying dog food . I was horrible rush job.
Business Response
Date: 08/01/2022
August 1, 2022

*************************
1625 *****************
Madera, ** 93637

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

This communication is in response to your Better Business Bureau case #******** regarding your concern with our *************** at **** South ****** Blvd.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.

A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. *****, the General Manager of the *** confirmed that he had spoken with you regarding this issue and agreed to process refund. 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#: 04576871
Customer Answer
Date: 08/02/2022

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:07/26/2022
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.
Ok I have taken my service animal to Petco approximately 2 times to get groomed. On the second and definitely last visit I was concerned about some dry patches on my sweet girl so they insisted on a spa treatment thats an extra ***** besides the 40 dollar grooming fee well I agreed so they gave her some form of skin therapy that clearly backfired!!! She was ok the first day but by day two not only were there raised dry skin patches all over my pooch she also just smelled like she really needed a bath. Now shes ******************************************************************************************************************************************** very upset. Now I tried to see if it would go away before I called unfortunately it got WORSE!! I called a week or 8 days after she was groomed and never got a call back until several days later and was supposed to be called back the same day I called to ask for at least a partial refund or if there was a service they could perform at no cost . Well that never happened they told me since it had been two weeks since she was groomed which remember I called 8 days after not 14 anyway I was informed that I had waited too long and there was nothing they could do or offer me . Now I know I dont deserve well yes I do at this point my dog is miserable shes not sleeping so much due to all the scratches plus she has patches of her hair missing now so PLEASE PLEASE HELP ME GET AN ENTIRE REFUND NOT JUST BECAUSE SHE HAD A REACTION BUT BECAUSE THEY BLAMED ME FOR WAITING TOO LONG WHEN IT WAS THEIR FAULT DUE TO THE **** THAT THEY CALLED ME A WEEK LATE!!
Business Response
Date: 08/08/2022
August 7, 2022

*********************************
2623 **********
*******,** 28601

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

This communication is in reference to your BBB case # ******** regarding your pets grooming experience with our *************** at *****************. We are sorry for the inconvenience this has caused.

We have forwarded your complaint to the appropriate department to ensure that this will be addressed accordingly. Adelyn, the General Manager of the *** confirmed that she and the Grooming Salon Leader were present at the check-in. ******** (GSL) explained that the Soothe and Repair package would work best for the dog however, you would need to come every two weeks for this to work due to the animals skin condition. The store management was notified on the 22nd that the pet broke out on the 20th which is 11 days after the pets groom. It was then explained that the pet would have only had a reaction to the groom within 48 hours of the service. While we are sympathetic to your pets condition, we do not feel that it is appropriate for us to accept responsibility, especially when it is apparent that this groom was performed 11 days ago and there was an already-existing problem prior to any intervention with the service. We know its frustrating on your end and we never intend to bring inconvenience to any of our customers. We want you to know that we appreciate your business and while we wish that we could further assist you with this issue, our position still stands since we have rules that we need to enforce. Please accept our sincerest apology in this regard.

Thank you for your time.

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

Case#: ********
Initial Complaint
Date:07/25/2022
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.
I purchased two in-person training sessions for my dog, *** on 4/13/2019. The trainer, Kaycee, contacted me regarding her start date which was Nov 24, 2019. Both of us had to reschedule this first session which we had later on Dec 14th. The sessions purchased were six weeks long, weekly and should have occurred back to back. After the session in Dec, 2019, ***** hit and we were on lock down. I reached out to Petco on June 19, 2022 to restart sessions. I was told that the person who sold me the sessions was no longer working at Petco and that the sessions could not be honored because it was over a year. That the store did not shut down during *****. My compliant is this. Nowhere on either receipt ( I purchased two session), or on the contract or was it told to me verbally, that the sessions would run out in a year. Additionally, even though the store was an essential service business, the county of *********** asked all residents to shelter in place. It is not fair for this store to not disclose the annual limitation and it is equally unfair to not make allowances for the ***** lock down which impacted everyone's life. I have spoken to the manager ****, who stated he would contact corporate office. That was on June 27, 2022. Since that time, **** has not called me back or responded to my text messages
Business Response
Date: 08/01/2022
July 31, 2022

***************************
6716 **********
***,** 90275

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

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Dog Training Classe. We are sorry to hear about your recent 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#: 04563514
Customer Answer
Date: 08/02/2022

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:07/24/2022
Type:Delivery 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 ordered online for same day delivery from Petco on 07-22-2022. I received an email that the order had shipped. I called five times the same day requesting to speak to a supervisor/manager and was told none was available, and that, there was nothing that could be done because the order had shipped. However, after calling the next day a supervisor, ********* told me they ship when the product is not available for same day delivery. I let her know that I ordered same day because my dog ran out of food. She then said that she would reroute my order so that I couldn't receive it. I let her know that the company should've cancelled the order if the product wasn't available, so that I could've ordered somewhere else as they did in the past. Petco's online policy's are a disaster and have unethical business practices. Pet also never answered my email. I had to basically chase down a supervisor. The reps are also very rude and unprofessional. Do not order online unless you don't mind Petco choosing your method of delivery for you. If Petco has the ability to reroute an option, they can cancel an order as the bank charge was still pending. The bank charge would drop off. This is a horrible business practice by Petco. They don't mind inconveniencing or care about the customers nor their pets. I think that we should us consumers start going directly to the suppliers and hurt their pockets. This will cause the company to change the horrific business practices. I'm requesting a same day delivery and refund for the horrific business practice as a courtesy from Petco.
Business Response
Date: 07/28/2022
July 27, 2022

***************************
1335 **********
******,** 60804

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 recent 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#: 04556616
Customer Answer
Date: 07/28/2022

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:07/22/2022
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 attended a vetco clinic on 06/19/2022 and my pet, Kali ***** was vaccinated, heartworm tested and microchipped. A prescription and records were later sent to me via email. The prescription I received was blank from *******************************. While I'm sure this was a simple error, when I called customer service to have a corrected one sent, I was advised I'd have to physically attend another clinic. Well that costs me time and gas money. I shouldn't have to drive out of town to a clinic or wait a month for a clinic in town to get the prescription for the medication needed which is only heartguard at the moment. I just simply want the prescription corrected and emailed to me.
Business Response
Date: 07/27/2022
July 27, 2022

***************************
3924 *******************
*************, ** 54481

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

This communication is in response to your Better Business Bureau case # ******** regarding your concern with our Vetco Clinic. We are sorry to hear about your recent 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#: 04552502
Initial Complaint
Date:07/19/2022
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 ordered food for my pet friend Loochis dog food from Petco being they were offering same day delivery. Ive ordered same day delivery in the past no problem.. this time I placed the order at 12:25pm and decided to call for updates around 7pm.. after speaking to the rep my order wasnt processed due to technical glitches in their system..i asked if there would be a way for her to get food still and the rep informed me it wouldnt be today. This raised big red flags for me as I promised same day delivery and as a result my poor dog waited all day to eat. Had I not called she wouldve still been waiting.. as a result I had to go out and purchase more food for loochi costing me an additional $50 buck on top of the 90 i paid.. the rep was only able to offer a $5 coupon which did not reflect the major inconvenience for myself and pet.
Business Response
Date: 07/27/2022
July 26, 2022

*************************
720 ********* 22E
********, ** 10039

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

This communication is in response to your Better Business Bureau case # ******** regarding your concern in returning an item. 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 your order # ************** and have confirmed that it was picked and packed by the store. However, the Door Dash driver failed to pick it up from the store location. Thus, a full refund was issued to the order. In addition, we will be sending you an electronic gift card amounting to $20 as one time courtesy. It will be sent to you in separate cover. We hope that you will find this favorable as this is the best resolution we could provide.

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#: 04532243

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Petco Animal Supplies Inc is NOT a BBB Accredited Business.