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Business Profile

Pet Store

Petco Animal Supplies Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Store.

Complaints

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

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    Customer Complaints Summary

    • 926 total complaints in the last 3 years.
    • 257 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      ********* *. Cut all my dogs hair off two shish tzu I told him not to cut they're hair just get the newborn hair out of they're faces. But he cut them anyway and lied about it. We had a whole conversation about not cutting 8week old dogs hair. He even said it was not a great idea. He lied about cutting the hair. My dogs had long beautiful lashes he cut off those he cut off they're eyebrows he lied and said they scratched the eyelashes out while they were in the cage then he said the dogs fail in the water that's why the lashes fail out I hate him I hope God takes care of him in the worst way It took me soon long to do this one because it's time consuming and two it keeps erasing. I'm trying to up load before and after pictures but when I try to do so it erased all what I have said about this situation. ALL I CAN SAY IS DONT FO TO PETCO AND GET YOUR DOGS HAIR CUT BY ********* *. HE WILL SALE YIU A DREAM ON HIM HAVING 10 YRS EXPERIENCE. I GOT THESE DOGS BECAUSE OF MY DISABILITY FROM STRESS AND NOW IM EVEN MORE STRESSED. THIS GUYS LIED ABOUT EVEN CUTTING THE HAIR HE'S NOT REMORSEFUL ABOUT IT SO IM GOING TO SUE HIS A** MY DOGS LOOK HARABLE. THIS IS SOO UNFAIR. THEY LOOK LIKE HE WAS MAD WHEN HE CUT MY DOGS. THESE DOGS ARE 2000 A PIECE AND HE ****** THEM UP LIKE THIS. IT SEEMS MY DOGS KNOW HE DID THIS TO THEM. **** IS THE GIRL AND BATMAN IS THE BOY. SHE HAS A WHITE SIDE OF HER FACE AND A BLACK SIDE THIS MAN CUT ALL INTO MY DOGS FACE THE BLACK PART OF HER FACE LIKE WHAT WHY? Would he even cut my boy dog batman's eyebrows lashes ***** off!!! Why? I'm suing petco. I tried calling them and they never reached back out. They called themselves reimbursement me 130 and I didn't care about that my dogs don't even look the same. I want pain and suffering I have been having sleep less nights my dogs seem unhappy they seem to know what is going on I heard shish tzu are very smart and they love me I let them down.

      Business Response

      Date: 01/30/2025


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

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


      I sincerely apologize for the upsetting experience youve had with the grooming service. I understand how much your dogs mean to you, and Im truly sorry that the results were not what you expected.

      To address this matter, I have forwarded your complaint to the store leadership for a thorough review. The general manager has confirmed that theyve already spoken with you three times and processed a refund. While I understand your frustration with the partial reimbursement, I want to make sure your concerns are fully acknowledged. They also mentioned that your dogs didnt show any issues, and any health concerns would typically arise within ***** hours after grooming, not two weeks later. They suggested you bring them in again for a third confirmation, as you havent yet visited a vet. 

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO


    • Initial Complaint

      Date:01/25/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 December 31st I purchased a chinchilla from Petco in ****************** her home, at home we had one more chinchilla we previously purchased in Nov from a breeder not from Petco, she was healthy no problems at all.. about 3-4 days after bringing home Petcos chinchilla petcos chinchilla started to have diarrhea then a few days later my previous chinchilla started to have diarrhea at which time we didnt think anything of it, on January 17th Petcos chinchilla we found her not alive in her cage, contacted Petco to find out 3 of the 4 chinchillas have died , then on Jan 20th my previous chinchilla died - I talked to Petco corporate the 20th & they was supposed to contact me & never did, so I called them back January 24th at which time they keep giving me a run around- all I want is for Petco to take responsibility for there infected chinchilla infecting my healthy previous chinchilla - I asked for them to give me 250 cash or the health chinchilla in the ********** store right now, they threw me from person to person on the Petco line, claiming they will call me back and still have not!!

      Business Response

      Date: 02/02/2025


      Dear ****** *****, 

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

      Im so sorry to hear about the loss of your chinchillas, and I can understand how heartbreaking this situation must be for you. I sincerely apologize for the experience you've had, especially with the lack of follow-up after you initially reached out to us.

      I want to assure you that Im here to help get this situation addressed. I understand your request for either a $250 reimbursement or the healthy chinchilla available at the Janesville store, and Im committed to looking into this further to find a solution. I have escalated this matter to the appropriate department and will get back to you via email once I have an update.  The reference number for this is 10591264.

      I truly appreciate your patience, and again, I am deeply sorry for the difficulties youve encountered.

      Thank you for bringing this to my attention.

      Sincerely,
      Petco The Health +Wellness Co.


      Customer Answer

      Date: 02/02/2025


      Better Business Bureau:

      i called Petcos corporate office again on Friday & they claimed my case was closed im confused to why its closed when NOBODY reached out to me!!!!



      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:01/24/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 guinea pig bedding and hay and food from them and the people they hire or pay to deliver my items were never delivered my guinea pig food and they were rude.

      Business Response

      Date: 01/25/2025

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

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

      I am reaching out to sincerely apologize for the inconvenience caused by the issue with the delivery of your recent order. We understand how important it is for you to receive your items on time, and we are truly sorry for any frustration this has caused. We have escalated the matter with DoorDash to ensure that we can address the issue effectively and prevent similar situations in the future

      Meanwhile,it shows a replacement has been issued under Order #***************. Since a replacement has been processed, we are unable to issue a refund at this ******* make amends for the inconvenience, we have sent a $15 e-gift card to your email address, which you can use as a discount on any future orders or purchases with us.

      Thank you for your patience and understanding.


      Sincerely,
      Petco - The Health +Wellness CO


      Customer Answer

      Date: 01/25/2025


      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:01/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Date of service: 1 / 18/ 25 Made appointment for a 3 year Rabies vaccine for my 4 year old canine. The cost of the vaccine was *****. When I went to pay for the services, after the vet saw my dog, they proceeded to tell me that my charge was ******! What they did and I DID NOT ask for was an injection for the pup start series, which is a canine 5 in 1 vaccination. Also, they only did a 1 year rabbies, instead of 3 years. I attempted to call the customer service line 5 different times and 5 different days. And no one called me back period each time I would call, they would tell me that they would pass it on to a supervisor but nothing seemed to happen period the last time I called. I told them that if this did not get cleared up, I would seek My lawyer's counsel They basically ignored me and said, we'll have a supervisor call you again. They keep promising me that a supervisor will call me and nothing has happened. And it's been over a ********* is what I want. I want them to be held liable for injecting my dog with vaccines that I did not ask for. My dog is highly sensitive and is the most important thing to me. If this was a human being, this would have been a lawsuit against them. I also want my $154.50 back for services again that I did not ask for. no one there was willing to take accountability, and they're just Pushing it under the rug as if it never happened. I would like to mention that they would not. Let me leave the store without making a payment. I felt completely helpless..

      Business Response

      Date: 01/30/2025

      Dear *******,

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

      Thank you for bringing this situation to our attention, and I deeply apologize for the frustration and distress this has caused you. I understand how important your dogs health and well-being is, and Im truly sorry for the miscommunication and lack of follow-up youve experienced.

      I have escalated this issue to our management team for further review. To help us resolve this matter, our ***** team will be reaching out directly to you to discuss your concerns and work toward a solution. I want to ensure we address both the charge discrepancy and any potential concerns about your dogs health.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO

    • Initial Complaint

      Date:01/12/2025

      Type:Delivery Issues
      Status:
      Answered
      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 placed an order with Petco (#***************) for an important item intended for my son's birthday. Unfortunately, when I arrived home late that evening (around 10 PM), I discovered the package was missing. Despite thoroughly searching for it, I was unable to locate it.I immediately contacted Petco customer service, hoping for a swift resolution. I was assured multiple times that I would hear back from someone regarding my missing package. However, despite repeated follow-ups, I never received any communication from them. It has now been over two weeks, and I am still left without any resolution or even an acknowledgment of my ******** make matters worse, when attempting to use Petco's online chat feature, I was repeatedly and rudely blocked from further communication with customer service. This has been an incredibly frustrating experience, as I am being ignored and treated with complete disregard.I am now out $330, with no explanation, no refund, and no solution. Petco has not only failed to deliver the item I paid for but has also shown an utter lack of concern or professionalism in addressing my concerns. I am deeply upset by the lack of customer service and accountability and feel that my time and money have been completely wasted.I am demanding a full refund for the missing item or the immediate delivery of my order. This experience has been extremely disappointing, and I expect Petco to take responsibility for their failure to provide basic customer service.

      Business Response

      Date: 01/14/2025

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

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

      Thank you for reaching out regarding your order. We appreciate your patience as we investigated your concern.

      We have filed a trace for your order and have confirmed that it was successfully delivered by Ontrac carrier to your address on December 21, 2024, at 4:23 PM. Given this proof of delivery, we are unable to issue a refund or replacement for your order at this time.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO

    • Initial Complaint

      Date:01/11/2025

      Type:Delivery Issues
      Status:
      Answered
      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 my dogs medicine thru petco Friday the 3rd it got shipped monday the 6th DHL DHL SM Parcel Expedited Max 2-3 day shipment. I was suppose to get it Friday the 10th. I didn't. It hasn't even updated in tracking sense it was shipped. So I called petco yesterday the 10th and told them that my package hasn't updated sense monday and I was suppose to have it friday the 10th. They told me it takes 5 business days i told them I have waited 5 business days and still no update on tracking. They wanted me to wait til monday but I don't see why the package is not updating. I told them if I had to wait til monday than they will 1 day ship the medicine to me sense my dog was about to be out and he cannot walk without this medicine. They said they couldn't. I also ask them if they could report the package as lost to DHL/**** so they will start looking for it they said they would monitor my package. I can monitor the package. All I want is my dogs medicine he runs out Tuesday and is in alot of pain when he don't take it. I ordered this medicine in enough time and have been patience. I have attached 2 picture showing shipment type and no updates

      Business Response

      Date: 01/14/2025

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

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

      Thank you for reaching out, and I sincerely apologize for the delay in your order. We understand how important it is for our customers to receive their items on time, and we appreciate your patience throughout this process.

      Upon checking the order,it shows that the order status has updated, and the estimated delivery is on 1/15/2025. As a gesture of our commitment to addressing your situation, we have sent a $15 e-gift card to your email address that you can use on your future order/purchase.We hope this helps in some way to alleviate the stress of this experience.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO


    • Initial Complaint

      Date:01/09/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 Petco VIP account linked to this transaction is in the name of **** *****, my daughter. Ive always handled the payments for this account. - Original transaction date 12.4.2024 - Petco customer support phoned 12.16.2024 to request refund due to a delivery delay that was related to severe winter weather - refund issued - refund did not process as the account linked to payment was closed (my daughter was unaware I was switching banks when she requested the refund of undelivered items) - 12.19.2024, 12.21.2024, 12.22.204 phoned Petco customer support regarding status of refund - 12.22.2024 Petco opened a ticket - According to my daughter Petco opened the ticket because they could see the refund was not processing. A corporate check was identified as potential resolution in the event original source of payment cannot be credited. - confirmation email received (see attached)- 12.29.2024 email from Petco offering E Gift Card or corporate check - On 12.30.2024 and 1.1.2025 replies sent to email from Petco -1.5.2025 Petco customer support phoned for updates as there was no resolution or response to the two reply emails previously sent At this point a corporate check would be preferable to E Gift Card as I dont trust Petcos communication / follow through.

      Business Response

      Date: 01/14/2025

      Dear ********,

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

      We sincerely apologize for the delay in my response. Due to some unforeseen circumstances, we were unable to reply promptly to your email.

      We have sent a communication via email with reference number, ********. Please respond to the email and advise if you still prefer to receive the refund thru eGC (24 hours processing) or corporate check (1-3 weeks to receive). Please provide the pertinent details for the eGC/corporate check processing when responding to the email.

      Thank you for your patience and understanding

      Sincerely,
      Petco - The Health +Wellness CO


    • Initial Complaint

      Date:01/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 get groomed at Petco on Tuesday, June 25, 2024. On Friday, June 28, 2024, when my daughter took his collar off, she and I noticed he had a bad cut on his neck and dried blood. The groomer never told us about the cut but instead hid it. I called Petco on Saturday, June 29, 2024, and asked to speak to a manager. Mr. ******* ******* got on the phone, and I told him about my dog and can I bring my dog in for him to see. He said no, just send pictures, so I did so. He also said if my dog has to go to the let him no and send the bill to him so it could be paid or I be reimburse. I took my dog to the vet and paid out of pocket. I then talked to him again in August, and he gave me the email he wanted me to send the bill. I sent the bill on Monday, August 19, 2024, via email. He said ok he has to talk to upper management and get back to me." I haven't heard from him since I called the store multiple times and asked for him and get he's not working today. I sent an email last month and got no response. This is ridiculous. I want to be reimburse like I was told was going to happen, which was $229.91. My dog was injured under their care and tried to hide it. It could have gotten infected. I'm disabled and on a fix income.

      Business Response

      Date: 01/14/2025

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

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

      Thank you for your email and for bringing this matter to our attention. I sincerely apologize for the distress you and your dog have experienced, and I appreciate your patience as we work to resolve this situation.

      A copy of your complaint was shared with our store leadership team to ensure that this will be addressed accordingly. We were advised that their team has processed a reimbursement for the vet bill on 12/20/2024 and the general manager has reached out to you on 1/1/2025. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our manager until it is resolved.


      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO

    • Initial Complaint

      Date:01/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      **************************************** at Petco in **************** Better Business Bureau,I am writing to formally lodge a complaint regarding a disappointing experience I had with the grooming services at Petco in *******, **. On [insert date of appointment], I brought my dog in for a haircut and provided clear instructions regarding the style and length I wanted. However, the haircut my dog received was not what I requested.After the service, I spoke directly with the groomer, who informed me that there was nothing he could do to address the issue. I then approached the store manager, hoping for a resolution, but I was met with indifference. The manager did not take any meaningful steps to rectify the situation or to ensure customer *************** a loyal customer, I am extremely disappointed by the lack of accountability and customer service at this location. I believe businesses, especially those handling beloved pets, have a responsibility to listen to customers concerns and make an effort to resolve issues when they arise.I am seeking a resolution to this matter, whether it be a partial refund, a complimentary future grooming session, or another form of corrective action. I trust that Petco values its customers and will take this opportunity to ensure better experiences for others in the future.Thank you for your time and attention to this matter. I look forward to your response.

      Business Response

      Date: 01/14/2025

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

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

      Thank you for bringing your experience with our grooming services at Petco in *******, **, to our attention. We sincerely apologize for the dissatisfaction you encountered during your recent visit.

      We understand that you have provided clear instructions regarding the style and length you wanted for your dogs haircut, and we are truly sorry that we did not meet your expectations. We regret that both the groomer and the store manager were unable to provide you with a satisfactory resolution at the time of your visit, and we appreciate you taking the time to share your experience with us.

      A copy of your complaint was shared with our store leadership team to ensure that this will be addressed accordingly. We will be providing you an update via email with reference number ********, once we receive a response for your complaint.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO


    • Initial Complaint

      Date:01/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 12/13/24 I attempted to make a purchase on **************************. I did not complete the purchase but an hold on money in my bank account was done in the amount of $14.44. ******* said it cant release the funds until Petco communicates with them that a purchase was not completed. I called into Petco customer service at ************ and talked to a ******, who would not help me at all. She didnt even ask for my information. I asked to speak to a supervisor and she refused to get one on the phone and then hug up on me after being on the phone and hold for over 40 minutes.

      Business Response

      Date: 01/08/2025

      Dear **** *******,
       
      This communication is in response to your Better Business Bureau case # 22703782.

      Thank you for reaching out to us regarding your recent experience with **************************. I sincerely apologize for the inconvenience you have faced regarding the hold on your bank account following your attempted purchase.We have sent you an email asking for further details to investigate this issue,however, we have not received a response.

      We will need to gather some additional information regarding your attempted purchase. Please provide me with the following details:

      1. The email address associated with your Petco account.
      2. Any order confirmation or transaction reference number you may have received (if applicable).

      Again, I apologize for the inconvenience you experienced with our customer service. We have created a case for this. You may contact us and provide reference ******** to provide additional details to your complaint.

      Thank you for your patience,and I look forward to resolving this matter for you promptly.
       
      Sincerely,
      Petco - The Health + ***********

    Petco Animal Supplies Inc is NOT a BBB Accredited Business.

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