Petco
Reviews and Complaints

Aloha,

I have been a customer of Petco Grooming in Kailua + Kaneohe, HI {Oahu} for about 2.5 years. I've been satisfied most of the times I've been there, no major complaints, until yesterday.

I arrived for my appointment at 12pm June 13th to be greeted by Cheryl {Kaneohe Store} who told me immediately my 65lb Golden Doodle was cute and chubby. I ignored the statement because my dog was just at the Vet and is a healthy weight, just super fluffy.

I told her I wanted him short for the summer. She agreed most were doing that with their dogs. I told her I wanted an oatmeal or aloe bath, asked her recommendation and she said she would assess once they shaved him down. I said okay. She said he had some SLIGHT matted sections and I nodded because he's a Doodle, it's bound to happen but he was at the Groomer at the end of April and gets brushed once a week so I knew it wasn't bad.

I left the store kind of hesitant because this lady was a bit older, snippy and I hadn't seen her before.

Usually Oliver takes about 3 hours, and they called me within 2-2.25 hours of leaving the store. I thought that was strange because I saw other dogs in the store so I knew they had customers.

I went to pick up Oliver, paid and when Cheryl brought him out to me, he was SUPER short. Which is fine. It's hair, it grows back. He also had blue bows on his ears {he's a boy dog} and a bow tie with diamonds on it. Again, he's a boy dog, so I'm still questioning this lady's thought process. I giggled, tipped her and left the store.

About 4-5 hours later I noticed around his front legs / shoulders that it is RAW and red. Like almost blisters {some spots were bleeding.} I thought maybe it was just from the aloe, so I waited overnight to see.

Today, was worse. It is so RAW and red in those areas, plus places where the razor had gone left razor marks. This lady cut him way to short and/or way too quickly and gave my poor dog razor burn. Even my roommate texted me while at work that she was worried about these areas.

I'm highly upset what this lady {Cheryl} did to my dog. He's never had this happen before so I know it's not Petcos training but her negligence.

When I was selecting some of your select dog treats, I along with a couple other customers saw a fairly large cockroach crawl out of one of the containers. I realize these treats are for animals, but are the managers animalistic as well.l Additionally there was more product on carts in the isles and large stacks of product not on the shelves. I was looking and looking for a product and I finally found it on one of the submarine carts. I tried like hell to get someone to tell me how much and get one down for me. I finally got disgusted and loft the store. This was a mid-day Tuesday. Not crowded at all. Terrible service, disorganized store, unattentive service. I was in the store Sunday prior, and the exact same stuff was sitting in the same place. So crowded I left and decided to come back. I won't be back until your stores get organized and the service gets better. And get an exterminator for God's sake.
Please don't respond, I mean why bother. I plan to leave a review on the Better Business Bureau bulletin board. I used to be a fantastic customer. My family has many pets most from your store.
I will leave it you experts in customer service to figure out where the roaches were sighted. Nasty!
Sorry no pictures the roach wouldn't pose, and I didn't come to Petco for millionth time to be critical.

I purchased a Beta fish from PETCO two weeks ago, the fish died. I had this happen in the past, was told to keep receipt, return dead fish and they would exchange for a live one, never had a problem till last night. I returned the dead fish for exchange at your South Ft. Myers, Florida store, and the following occurred. The cashier said he would have to have approval of manager. A person comes (I assume a manager with weak management skills), I'm told that those fish hardly ever died"you must have done something to the water" and it would have to be tested. I explained to her that fish do die, and this had happened in the past and had not been an issue. Upon seeing poor cooperation on her part, I asked that I be given a refund and I would go elsewhere to buy my fish and other pet needs, she said that was fine "they didn't need my business". So I guess in the future I will look to my pet needs at one of the other chain stores that don't have weak links in their customer service

Hello earlier last week I visited Petco on galleria dr. In Middletown NY I waited til the sales associate to be done taking care of the family in front of me. When she finished she just walked away did not even acknowledge me standing with my 2 children I walked to the register and asked a man can he call some one to help me he called I went back to wait only to be left waiting for 16 minutes I went back to the register this time I asked a lady if she can help me she called some one after another 10 minutes I see the first sales associate cleaning around the store after a 26 minute wait I was done waiting I left the merchandise and walked out with my children this was the worst customer service.

I decided to take my 6 month old puppy to "puppy play time" at the petco in pearlcity, Hawaii. I had arrived there 30 minutes prior to the time is had started. I decided to take my puppy and I on the play set area and sat down waiting for other owners, puppies, and trainer to arrive. Once the trainer walked in my puppy was barking. The trainer responded "oh are you here for puppy play time? Your puppy doesn't look like she wants to play". I told her my puppy has not been socialized with other dogs other than her siblings and her mom. And she responded with her own opinion saying " it's like having a child who should be in kindergarten, but hasn't attended school. What do you think would happen? The child would be behind. Your puppy is now at 6months and she's not ready to play with other dogs".

Are you kidding me? Isn't this what puppy play time is about? I was very insulted. Once class had started my puppy saw 4 puppies and was very nervous and scared and was barking. The trainer then, used my dog and myself as an example as to how you don't want your dog to be.

I was very embarrassed, insulted, and upset so I decided to walk out from the puppy play time class. I am very dissapppinted with my experience from a so called trainer, who is unable to provide me other additional classes or resources to help me or or my puppy, instead she used us as an example to the rest of the dog owners of what an unsocial puppy is due to lack of socialization from the puppy owner.

Isn't this what the class is for? To TEACH our puppy to socialize. Very very disappointed with the trainers at petco.

June 3rd, 2017 last Saturday I went into my local petco in Pikeville KY. Store representive helped direct me to contact Teays Valley petco store in search for a panther chameleon. (She informed me that is closest store that she knows had one) She contacted store manager Sally ( manager over reptile department, I believe this is her name) to confirm if they had one available. Sally informed me she did and she also sent pictures to the store rep that was helping me. We spoke of price which was $299.99. Since I live about two hours away I informed her I was planning to make the trip there to pick up the blue male panther chameleon to add to our family within next couple of days (I needed to re-arrange my appointments with work first) I informed Sally I would stay in contact with her to make sure he would be there before I made the trip. I contacted Sally again on June 5th to ask if I would pay $260 plus taxs would she sell him the next day. She explained to me she couldn't which is very understandable and she went on to advice me that there was a 50% off reptile sale coming up the following weekend which would have him marked down to $149.99. She went on further to inform and assure me no one was interested in purchasing the panther chameleon for the $299.99 price so she recommended I wait and be first in line at opening 9am to purchase him. I took it upon myself to schedule off work to make the trip early Saturday morning 6/10/17 to be first there when the store opened so I could take advantage of the 50% off sale. I contacted Teays Valley petco today spoke with store repersentive who informed me he sold today. I find it hard to believe a customer would pay full retail price $299.99 exactly one day before the 50% off sale. This does not add up. When the call was originally placed by my local store manager Sally was making guestures stated since the panther chameleon has been there so long no one has bought him they wouldn't mind keeping him as their store pet. I feel today the blue panther chameleon was sold today at the 50% off price to either family/friend member or a customer. If this case is investigated and found the chameleon was sold today for the discounted price this is very poor customer service. I myself am a regional manager currently leading 8 stores of my own. Customer service is number one priority to increasing store revenue and customer base. If the transaction shows the sale was given a day early the employee needs to be retrained on when you make assumption to your customers follow through.
All retail businesses need our repeat loyal customers and need to keep all customers trust. If the store manager did not assure me the panther chameleon would not be sold and would still be there by Saturday I would have made the trip earlier this week. I would appreciate this matter to be investigated and I am asking for a follow up email regarding this matter.

Thank You,
[protected]@hotmail.com
Susan Lynch
Regional Manager
Pikeville KY, 41501
[protected]

This past Monday, I took my 13 yr old, disabled dog to be groomed at petco located on Henry Ave, Andorra shopping center in Philadelphia .
I have been taking her there for a few years.
Never had a problem .
This time the groomer told me all my dog did was cry and was to hard to groom .
Told me I should find a private groomer .thats wonderful customer relations . My dog is a bichon . I'm done with your company . I was so insulted .
Maybe I should stand outside of your store and tell everyone entering to go elsewhere.
Every other time, the groomers never complained but just the opposite . Told me how good my dog was
Also, when I first checked in the groomer was complaining that she was shaving a poodle for 45 minutes and still wasn't finished .
Guess I was the breaking point of her day .
You will never see me in one of your stores again

I went into petco in Clifton NJ today to pick up dog food. I noticed a sign that said $10 gift card for $40 spent on hills science diet dog food. When i went to check out i mentioned it the the man that was ringing me up I didnt get his name but when i asked to speak to a manager after he was so nasty to me he said that he was the manager. When i asked abiut the sign he said very rudely we arent doing that. So i mentioned that the sign was still up so if you aren going to honor it then it should be taken down he again answered very nasty and said he will take it down when he gets to it. At this point its not even about the gift card but how he treated me. I have spent a lot of miney in that store ans if i do decide to return it will definitely not be that location.

I was just in shopping at the pet co in florence al when I was approached buy one of your sales associates I had put my purse in the bottom of the buggy a few items and fell on top of my purse she came up and asked if I was going to pay for all that I said what and she said the stuff that's in your purse I said it's not in my purse it's on my purse I said yes ma'am I'm going to pay for everything then they continue to follow me around the store then treated me like a thief when I went to pay for my stuff I spent over $70 dollars there they watch me the whole time I was trying to pay for my stuff made me feel terrible I go there all the time because a certain cat food that my cat eats there and it's been at least 40 to $100 every time I go but I think this will be my last trip

I was in the store about to make an appointment for my dog to get its nails done when i witness this man in the store mistreating a dog that was on his table doing the dogs nails. The dog did not want this being done was winning and scared. The man kept pushing the dog where he needed to grabbing the dogs foot forcefully and continuing to try and do the dogs nails. His coworker next to him grooming another dog told him to stop being so forceful and leave the dog since the dog was not cooperating and he refused to listen and continued to mistreat this dog anyways. Due to witnessing this event I decided to take my dog else where in better and safer hands.

stopped by petco on 5/20/17 gave my number to the cashier for rewards program. hours later, after 11pm, I received a follow from a strange girl with zero mutuals. recognized her name because it was on my receipt - xaiviea lutes. unprofessional, inappropriate, and uncomfortable. needs to be removed or at least kept away from our personal information

I signed up for puppy training ( was talked into 2 sessions, so I purchased the 2 - 6 wks sessions) at the Unleashed Bressi Ranch, Carlsbad Calif. We scheduled sun at 12 because it is the ONLY time we could all 4 be there between work schedule and school. Also, my daughter has down syndrome and MANY therapies and appoints so again, it is a huge effort for us to all come together.
The trainer was shady on day 1, 2nd training cut training short, 3rd training we had to go in the back of the store in a tiny little spot because normal area was being used for something else and she cut that short as well, 4th train day, she was a no-show ( no call from anyone) and this 5th train day ( today 5/21/17) I purposely called yesterday to confirm our training for today and they said to come in. My family schedules everything around this training and she again did not show up. We are done with Petco and will expect a FULL refund so we may actually get appropriate puppy training form a more professional company.
Thank you

I recently went into my local Petco in Auburn, ME to look at their reptiles. Upon closer inspection of the ball python enclosure, I found that there were at least 3 baby ball pythons being kept in the same tank! Ball pythons are highly solitary animals and I have no doubt that if they are forced to live with one another the weaker snake(s) will be eaten. Not to mention there was only one hide and the humidity was hovering around 20% when it should be 55-60% or higher.

I purchased the frontline plus is the stores. When I looked on line at your website, the price was 30.00 cheaper. I read your policy on price matching and it says you price match online and at your stores. I tried to call customer service and got the run around. They said some stores do not honor the price matching. Why does your website say one thing and your customer service employees say something else? I tried to contact the store manager of where I bought the product and it seems like she is never there. I'm very disappointed that I can't seem to get an answer. I've been a petco customer for a long time and spend a lot of money in there. If I dont get this resolved then I will no longer shop there and I will also tell my friends this so they can tell there's.

Order a 32 lbs to be delivered to my daughter where I was going my name is
Fran Debled
3660 boulder highway #76
Las Vegas. NV 89121
The delivery
Virginie Portelli
166 Dare Rd
Sselden. N Y. 11784

I received an order for another customer
Megan. E McMorrow
245 Darwin Drive
Snyder NY. 14226

Called you 2 times.
You can t find my order.
I paid for 32lbs...I need my order.
I m sending you the label on the box and the packing slip.
It s the 1st time I order with you...not a success.

I have been a regular customer for 3 years at Petco store located at 4161 N Harlem Ave, Norridge IL, 60706. I own a # tzu which weights about 20 pounds and have had a GREAT EXPERience there with all prior groomers up until this incident. I had an appointment scheduled for 5.30 pm on 05/16/2017 for dog grooming for which I arrived at the exact time. Upon arrival, I was greeted by the groomer whose name I believe is Stefanie V. Stefanie seemed to have been in a rush, since she made a warning comment how I needed to bring the dog earlier - apparently the dog needed 2.5 hours to be groomed. I am sorry but as a customer I am told by PETCO employee to arrive at that time when appointment is made initially. I am not aware how long it takes to groom the dog. Stefanie already seemingly irritated slammed the entrance "doggie door" as walking in and out though. The bang made the dog "pee" on the floor. I apologized for the inconvenience but Stefanie seemed to get more irritated already showing attitude towards the dog and me. Anyway - I proceeded to walk out and the groomer assured me when the dog is ready they would give me a call. I left the store at about 5.40 pm. At 6.25pm, I received a call from the groomer saying "We have a problem with the dog, we are not able to groom him". After asking why, she proceeded to explain how the dog's behavior is unacceptable and she spent 1 hour cleaning after him since he had been "making a mess". Upon me mentioning that I have never had issues before and that I noticed her horrible attitude upon arrival - I suggested she may have scared the dog so that could be a reason why the dog is behaving this way. Stefanie was slamming the "short doggie doors"... After she heard me making the comment, Stefanie proceeded to yell over the phone. At that time it was clear for me to let her know not to touch the dog anymore. I left immediately to go and pick the dog up with my fiancee. We arrived at the around 6.45 pm. Upon entering inside, Stefanie was nowhere to be seen. Instead another employee showed up - I believe her name is Amy C. I asked about the groomer and explained quickly the call I received from Stefanie. Amy informed me that the groomer is not there anymore she is actually the manager, which I thought was great given the situation. After all I was looking forward a reasonable explanation or apology for the wasted time since I have been a customer for a long time and I believe this behavior was completely unprofessional. Instead Amy also showing attitude, knowing prior what had happened and saying - "we are not going to accept your dog here anymore".. I was completely shocked. If someone is not able to deliver services because they do not have the skills for, thats fine but there were many other ways for this incident to be approached. Unfortunately, Amy also did not act professionally continuing to blame the dog, the behavior... etc confirming that Oreo will be no longer taken there. Even better - She had a "great suggestion solution" for me. She would have referred a friend who is doing grooming on a side "in her house"! Wow - let me get this straight - the reason why I seek and pay for grooming services is because I am not able to groom my own dog, I do expect to be treated as a customer for which I pay for. Instead of that, I am told by the professional PETCO team that they can not groom my dog (which they were able to till now), I am refused to be given a print history of my visit for all those years (I asked Amy a few time through out the conversation for it), I am told I am no longer wanted as a customer and I am offered to go to a "friends" house of Amy who would be grooming my dog? What a great way to keep PETCO business going. The conversation with Amy did not help as well so I asked again to be given history visitations as a customer and inquired to speak to a store manager. Amy replied the store manager is on break and she can not print history visits since the printer was broken. I was completely shocked by the way I was treated - with terrible attitude and disrespect. I told Amy I do not think we will agree and think the same way so it would be better off if we do not continue this conversation but I would appreciate if a store manager faces the situation. After that Amy proceeded to run by a passing by employee, who came along and presented himself as a manager - his name was Kyle N. Unfortunately Kyle was not of help as well. I asked for a corporate office phone number which he handed me a brochure for.
So - I believed I was a valued and satisfied customer for PETCO for many years. But whatever happened today and how the employees handled the situation was totally rude, disrespectful and unprofessional. It is not a customers fault that the appointment for a longer grooming dog was scheduled late, nor it is a customers fault that the employees have attitude at the work place that repulses the customers. It is not a customers fault that the employees are not skilled enough to perform their job nor it is a customers fault do be treated with such disrespect. After all thats why we pay - for the services we can't do ourselves. But moreover, employee, manager and a store manager did absolutely nothing to help the customer. Way to go PETCO.

In November 2016 I bought my own bearded dragon after doing ALOT of research. When I got there their was only one and they said the rest were in quarintine for not eating. The staff also said if I had any issues I have a 14 day guarantee. After 2 days I realized how mean my beardie was. You physically can't walk past the cage without him trying to attack you through it... I then called petco and asked if I could take him back for a refund after 2 DAYS and they said NO. Even with a receipt. I even called multiple times after. In the end I've had him for almost 6 months and he hasn't grown at all... I still don't know what to do since they refused a return.

All I'm going to say is that a week ago we bought a fish tank. We waited the time frame to get the tank ready and then took my 3 year old to Petco to buy fish. I don't know what the policy is to cleaning up the dead fish, but every tank had dead fish...and not just one or two dead fish. It was disgusting. They were white! Which leads me to believe they've been dead for a while. It was really hard to take my daughter who's been waiting enthusiastically for two weeks. We left. I was appalled.

I purchased 2 lg cat trees about 11 months ago. They were $229.99 each. Within 3 months they started coming apart. Now they have duct tape all up and down the long beams because the carpet pulled apart and got holes all in them carpet gets everywhere. I called ages ago and was treated rudely. I was told your not getting any money back. I'm very disappointed. If I don't hear back from someone I will never shop at your establishment again and will make sure everyone I know knows how your customers are treated. My phone number is [protected] if you would like to contact me. I hope to hear back from someone soon.

Teresa Bagley

I was stopping by one of my local Petco stores, shopping mostly for my hermit crabs when I decided to check on the hermit crabs your store keeps. When I did, I was almost horrified. With one glance I saw many things wrong. I will opt to name just a few, however. One, the substrate inside of the enclosure was not nearly deep enough. There was about a half inch of substrate. Hermit crabs need at least 3-4 inches, and that goes up depending on how large the crabs are. Secondly, the humidity was way too low. Having low humidity can suffocate your animals, due to their species modified gills. Third, the temperature was also much too low. I believe it was at around 60 F, and it needs to be between 75 to 80 degrees Farhenheight to properly accommodate crabs. Fourth, there were no shells for the crabs to switch between. It is natural hermit crab behavior for them to switch shells, either because the one they're in is too small or because they simply want to change their shell. Not having shells for these animals to switch between can cause them to fight each other for shells, often killing one of the two crabs fighting. I have no doubts that all your stores keep their crabs in these kinds of conditions, because hermit crabs are seen as 'throwaway pets' but they simply are not. I sincerely hope that you will correct these problems quickly, otherwise I do believe you'll no longer be receiving my business.