Complaints

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

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• 

  Petco Animal Supplies Inc

  10850 Via Frontera San Diego, CA 92127-1705

• 

  Petco Animal Supplies Inc

  1215 Broadway #D Chula Vista, CA 91911

• 

  Petco Animal Supplies Inc

  9745 Mission Gorge Rd Santee, CA 92071

• 

  Petco Animal Supplies Inc

  8290 Mira Mesa Blvd San Diego, CA 92126

• 

  Petco Animal Supplies Inc

  1000 W Valley Pkwy Escondido, CA 92025

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:02/15/2025

  Type:Order 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.

  Signed up for *********** and now there is no option to cancel. Employee told me I could cancel at any time.

  Business Response

  Date: 02/22/2025

  Hi **** ****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We understand your concern regarding the cancellation of your ********** Premiere account. Our team has been trying to contact you and called on 2/21/2025, leaving a voicemail to discuss your request and assist you with the cancellation process.

  We apologize for any confusion caused, and we will work to ensure this issue is resolved promptly. We appreciate your patience and look forward to resolving this matter for you.

  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

• Initial Complaint

  Date:02/14/2025

  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.

  My husband brought my dog to Petco and described type of cut desired and specifically said not to shave over warts on front right paw and showed ****** the groomer the area. When I went to pick up the dog, the store forces customers to pay before seeing the dog. When I saw the paw I rubbed over the discolored area and ****** said she didn't think it was warts just mats. When I returned home an assessed the paw, there was blood stained hair and it looked like she applied a charcoal that is used to stop bleeding to it. Next day, the paw looked bruised as well. The dog also had razor burns at several areas on skin. Called store to speak with manager and was told by **** that he would call me within 24 -48 hrs. He did not. Called store again and spoke with ***** who initially said manager not available then transferred the call and ****** answered . When I asked for accountability for the injury she yelled that she admitted that she did the grooming but didn't hurt the dog, didn't like the way I spoke to her and hung up on me. Similar conversation when I called back and spoke with ****. Called corporate office x 2 and have yet to hear back about the complaint. Case Number is ********. Requested an email of my original complaint and it was not accurately described by ****** or ******* (not sure) as name was not on complaint of who took the call. It has been 8 days. Please record my complaint to help others and let me know if you can help me. Thank you!

  Business Response

  Date: 03/13/2025

  
  Hi ***** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the upsetting situation youve encountered regarding the grooming of your dog, and I fully understand your frustration.Your concerns about the treatment your dog received are very important to us,and we take them seriously.
  

  I want to let you know that we have forwarded your complaint to the District Manager for further review. We have been advised that you have already visited the store for a refund last 3/5/2025, and we hope this helps address part of the situation. However, we want to ensure that this matter is handled appropriately and to your satisfaction.
  

  We regret that your experience with our team and the responses you received have not been satisfactory. Please know that we are committed to addressing your concerns and preventing similar issues from happening in the future.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 03/17/2025

  I would like to be notified of the District Managers actions in regard to this matter. Thank you.

  Business Response

  Date: 03/24/2025

  Hi ***** ******,
  
  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 previously requested that our district manager reach out to you regarding this issue, and I believe you have already discussed your concerns with him, during which he provided you with his mobile number. To facilitate smoother and more direct communication moving forward, we will direct all further correspondence regarding this matter to him. Please feel free to contact our district manager directly for any additional concerns.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health +Wellness CO
  

• Initial Complaint

  Date:02/14/2025

  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.

  I purchased a cage for my indoor Quaker parrot on 1/19/25 which he is terrified of (seems too big for him). Unfortunately I threw away the store receipt thinking he would love the upgrade, he hasnt accepted the cage and I had to leave him in his old one. I have the original box the cage came in and am ready to return it as it was an expensive purchase of $492.19. Needless to say Ive tried multiple times going to the store and even wrote Petco at their Corporate office just to be dismissed with a simple sorry need the receipt, cant take back the cage. Ive gone to the store multiple times where I purchased it asking for the store manager and have been lied to as well. The 1st time I was told the manager works weekdays only 8a-5p, the 2nd time I was told he has a family emergency that will last for at least a week. I explained to the store personnel what my issue is in needing to return the cage and explained that I have proof of purchase from my credit card company, still they refuse. I also explained to the store clerk that they only had 2 of the cages for sale and I bought 1, the other is still at the store. Furthermore on the day of my purchase the clerk failed to key in my phone number which would have attached the purchase even more to me for a possible return. I am an extremely loyal customer that spends on average $100 a month on food and toys for my pets. To say that I feel taken advantage of and helpless is an understatement. The 30 day window to return the cage is approaching on 2/19. Im asking for a refund of my purchase because clearly I didnt steal a $492 dollar purchase from Petco as I have my credit card information with the purchase on it and Im sure they have security video of this as well. Please assist in a request that is truly not unreasonable.

  Business Response

  Date: 02/20/2025

  Hi ****** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We sincerely apologize for the inconvenience and frustration youve experienced with the return process.
  
  We want to assure you that we have forwarded your concern to the store leadership for further review. Once we receive their response, we will promptly update you via email with the next steps.
  
  We understand how important this matter is, and we appreciate your patience as we work to resolve it.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

  Customer Answer

  Date: 02/20/2025

  I appreciate the efforts in forwarding the complaint to the store directly but speaking to management at that store has been denied to me for over 2 weeks with poor excuses such as, the store manager is only available weekdays 8a-5p. I then went on a Thursday afternoon to be told the store manager would be out due to a family emergency with no time to come back. The assistant manager was very rude and arrogant. So I feel Im back at ********, with a $460 cage I cant even use. And the store know via my credit card purchase and surveillance video Im not lying.

  Business Response

  Date: 02/22/2025

  Hi ****** *******,
  
  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 followed up with the store regarding your complaint. However, since this was an in-store purchase, we are unable to issue a refund from our end.
  
  We understand your frustration and apologize for the difficulties youve encountered with management and the assistant manager at the store. We appreciate you bringing this to our attention, and we will continue to work with the store to address your concerns.
  
  Once we receive a response from the store leadership, we will update you via email with any progress.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health +Wellness CO
  

• Initial Complaint

  Date:02/12/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Please be advised that i am a disabled veteran and order my ******************** dog food from Petco. In addition i feed several feral cats nightly.I placed my order on 2/12/2025. I place my orders for delivery due to my disability.Todays delivery was left in melting snow and wet steps when a dry covered area was available. My cat litter was wet and destroyed.. Petco informed me they did not care if i was a disabled veteran and would not replace or credit my damaged order. This is no way to treat a disabled veteran.

• Initial Complaint

  Date:02/11/2025

  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.

  These Petco billing prices and added fees are getting out of control. I took one of our dogs for grooming on 2.8.25, and she is our smaller dog. I never know what I am going to pay because somehow we add the Materials Fee onto the price we are already paying. I understand that everyone has to raise prices but they had these hidden fees that get added in as well. Our dogs can be $57 to $65 with Material Fee. The other dog can be either $81 to$97 or more and then add that Material Fee in. Why isn't that FEE included in the price? That seems very shady that Petco keeps coming up with raising prices and also raising Material Fees as well. When you ask how much something is only to find out there is a added price. I also call the Petco customer service line to file a complaint about added Material Fees and it keeps going up and no one bothered to call me back. Poor customer service. I have had my dogs with Petco for a long time, but it may be time to find another place. Also, I found out that somehow I had multiple Rewards numbers so my grooming appts were going on different accts and it took a long time to get that straightened out or so I thought, but when I went to make an appt again, our groomer said there were multiple accounts. I already called and thought that was straight , but that isn't as well.I would really like to see at least these Materials Fee waived because you are already paying the price for the groom PLUS Nail Buffing, etc.

  Business Response

  Date: 02/15/2025

  
  Hi ******** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for sharing your concerns with us. We truly value your feedback, and Im sorry to hear about your recent experience.

  Wed like to address the material fee, which is a charge added to cover the costs of essential supplies used during the grooming service, such as shampoos, conditioners, brushes, nail clippers, and other grooming tools. These materials are necessary for ensuring a safe and high-quality grooming experience for your pets. We understand that pricing can be frustrating, and we make every effort to be transparent, but the material fee is separate from the standard grooming price to account for the specific products and services used during the session. Unfortunately, we are unable to include this fee in the base grooming price, as it varies depending on the type of service and the materials required.
  

  Weve also shared your feedback regarding the material fee and your experience with pricing with the store leadership, so they are aware of these concerns.
  

  We truly appreciate your loyalty to Petco. While we are unable to waive the material fee, well do our best to ensure your next experience is more seamless and meets your expectations.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 02/16/2025

  I do accept this response. I have been told by other people that their materials fee has been waived. I know this is possible. If you are already charging a certain amount for a grooming session and you already have another pricing for nail clipping etc that should be included in those prices your already paying . Lets check with management and see how many other customers materials fees have been waived. 
  

  I will await response.

  Business Response

  Date: 02/20/2025

  Hi ******** ******,
  

  This communication is in response to your rebuttal with Better Business Bureau case # ********. 
  

  We have forwarded your feedback to the store leadership team for review. Weve requested that they reach out to you directly to discuss your complaint regarding the material fee and to clarify how it applies to your grooming session. I will be monitoring this and following up with the store until the leadership confirms that they have already reached out to you.
  

  We understand your frustration, and we truly appreciate your patience as we work to resolve this matter.
  

  Thank you again for contacting Petco.
  
  Sincerely,
  Petco -The Health + Wellness CO

  
  

  Customer Answer

  Date: 03/07/2025

  I do not see a new message from the company. The last I heard the company was waiving the materials fee but now I dont see that information here. I wish they would get it together.

• Initial Complaint

  Date:02/07/2025

  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.

  Placed an online order with Petco with the specified delivery address. They used Fed ex as the carrier who delivered to the wrong apartment thus I did not receive my product I purchased online.Called ***** and they told me that I need to file with the shipper who is Petco. Called multiple times and the **** keep telling me that they will escalate my case and email me. I never receive any call backs or emails. Petco is giving me the runaround. Took my money and no product!! All I want is my product or refund! Where is the customer service?

  Business Response

  Date: 02/09/2025

  Dear ****** ****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We sincerely apologize for the inconvenience you have experienced regarding your order. We understand how frustrating this situation has been, and we truly appreciate your patience.
  
  After reviewing your case, weve issued a refund for your purchase. A $115.76 refund has been issued and you should see the funds reflected in your account within 5-10 business days, depending on your banks processing times.
  
  We regret that you had to go through this experience, and were truly sorry for the lack of follow-up and communication on our part.Please know that this is not the standard of service we aim to provide. We are continually working to improve our processes and ensure situations like this are handled better in the future. 
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + ***********

  Customer Answer

  Date: 02/09/2025

  
  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:02/06/2025

  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.

  I took my dog to be groomed at Petco, when my husband went to pick him up and brought him home, I went to pet him and that was nods all over him. I paid over a $100 for a horrible job and ended up having to do the job myself.I called the store and talked to ***** which was very pleasant and helpful. I told them I was not interested in a refund, but I wanted the groomer to fix the horrible job that he did. My husband went to dropped off our dog and he did not want to go inside for whatever reason, so I called back and talk to ****, which stated he would refund me. I drove to the store to get the refund, but did not have the card that I paid with, so I couldnt get the refund at that point of time, I called again and this time, I spoke to the manager, which was not helpful at all. I have never been helped by a manager that has absolutely no customer service skills whatsoever . I wasnt able to get my refund because he said he would investigate the situation. His investigation turned out to be useless as I didnt even get a phone call from him. if the dog was fidgeting or if that was any issue I should not have been told everything was okay and I should have never been charged any amount of money. Petco has absolutely no respect for its customer. It is unsettling that you need to lose money to find out you will not be purchasing a single item from that place ever again.I will also make sure to tell everyone I know, the horrible customer service I got from the General manager.

  Business Response

  Date: 04/02/2025

  Hi ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Following up on our previous email conversation, were pleased to hear that your issue with ***** has been resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO
  

• Initial Complaint

  Date:02/06/2025

  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.

  On January 9, 2025 I returned products totaling $253.23. I was to receive a refund to my debit card. As of today, I still have NOT received a refund. Every call I make to the corporate customer service number I receive the message they are working on it. I have no idea why my refund has not been processed and why it is taking so long. The only response I receive is the supervisor is aware, it's been escalated, and they are working on it. I phoned customer service again today and was provided with the same response. It has been a month and the maximum amount of time for the refund is 10 business days.

  Business Response

  Date: 02/15/2025

  
  Dear **** *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  I sincerely apologize for the inconvenience this issue has caused. I understand how frustrating it can be, and I want to assure you that we are actively working to resolve it.
  
  We have reached out to our Sales Audit team to verify the refund and have forwarded the return receipt you provided to them for further review. Once I receive a response from the team, I will promptly follow up with you via email.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO                          
  

• Initial Complaint

  Date:02/04/2025

  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.

  On January 15, 2025, I applied for a Petco Credit Card, which I was approved for $250. I received an email notification indicating that I could use the card right away despite not having the physical card. The Petco card number was automated and stored in my online payment database, and I purchased dog food that cost $74.13 for store pick-up and beginners-level dog training classes for my 6-month-old puppy that cost $99. However, on January 29, 2025, I received a billing statement that my account was over the limit by $96, and I noticed my card was charged twice for the same beginner's class and dog food. I contacted Petco Support to resolve the matter and was given case #********. The representative informed me that the duplicate charges would be resolved in ***** hours. Unfortunately, the charges are still appearing on my statement, so today, February 5, 2025, I reached out to Petco Support again, and this time, the representative informed me that I would receive a decision on my duplicate charges in the mail. Sadly, Petco Online is committing fraudulent activity, and this matter must be investigated.

  Business Response

  Date: 02/09/2025

  Dear ****** *****,
  
  This communication is in response to your Better Business Bureau Case #********.
  
  I understand how concerning it must be to see duplicate charges on your account, and I sincerely apologize for the inconvenience this has caused.
  

  I have forwarded the details of your case to the appropriate team for further investigation. Please be assured that the banks decision and final resolution regarding the duplicate charges will be shared with you directly via a mailed letter within 7-10 business days.
  

  We greatly appreciate your patience as we work to resolve this issue. Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO

• Initial Complaint

  Date:02/03/2025

  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 a medium dog bowl and stand online on January 11, 2025 for ***** plus shipping and tax. I received my order on January 17th and it was the wrong item I received a small bowl and stand instead. I called Petco customer service and spoke with a representative and sent her a picture of the wrong item. I have gone back and forth with them for almost 3 weeks now and they keep telling me there in contact with there 3rd party vendor to get my refund and they are sorry for the inconvenience. It has been the same email every time they update me.