Petco
Reviews and Complaints

There was a promotion to get 20% off dog training for the new year as long as I signed up on before Jan 1st 2023. I spoke with a trainer at my local petco on Dec. 31st and he told me about the promotion. I went home and signed up online. I noticed the 20% was not applied. I call my local petco and trainer advised me to call customer service. I called customer service and the rep told me that I could not get the 20% because the promotion was over. I tired to explain to her that I signed up for this before the promotion ended and she for some reason could not understand what I was saying. I have both my pets enrolled with Petco services. I am not satisfied with the way that call went. There is no reason that the 20% should not be applied as I purchased before the deadline. Your reps should be way more competent than the rep I spoke with. I would like my 20% to be applied to my order!

On 12/31/2022 I purchased a package of Good Lovin No Rawhide Medium Chicken Flavored Bones for my two Cavalier King Charles Pups from the Avon Store #02807. The cost of this package that I paid for was $12.99 plus tax. I gave each of my pups a bone that evening of 12/31/2022. The following morning both of my pups were very lethargic and not balancing on their four legs correctly. Shortly after, both started throwing up what seemed to be white plastic particles. This happened throughout out the rest of that day. Both were not eating and very sick. I called my vet to ask for advice as I was very concerned for my dog's health. The particles that my dogs were spitting up seemed to be plastic that they obviously could not digest. On the front of this package is visibly noted and highly stated that it's Highly Digestible. This was absolutely not the case. I shop and support Petco and now I will be taking my business elsewhere as I am concerned that the products that your company is choosing to sell is not in the best interest of our fur babies. I am asking for a full refund and for your company to look into this product to ensure that other pets do not go through what we went through.

Regards

Tania Glynn

I purchased fish from your Lawton Ok, store and they were sick and contaminated and killed everything in my 120-gallon aquarium. I've contacted the store manager and Shes going to make it right as far as what I purchased from you. I'm contacting you to see how you'll take care of the fish that I didn't purchase from your store. The total amount is $688.61, I can provide receipts on everything I'm claiming.

First time using for a medication for my pet. Order Placed on the 19th and confirmed by vet. Package appeared lost in transit as the update just kept saying it would be delivered by end of day for repeated days. Phone 800 number and was advised that it appeared lost and they would send a replacement with 2 day shipping. Three days later I received an email that the replacement order was awaiting vet approval - vet had already approved. Phoned again and wasted another hour trying to rectify. Was told by a supervisor that order would ship next day. To my surprise, next day instead of an order shipped email, I received an order cancel email. Spent another half an hour on the phone trying to rectify - no supervisor available. Was advised that the supervisor would call back in 9 minutes. Nine hours later, no call, no first shipment, no replacement shipment, no medicine for weeks for my pet. I would avoid using this pharmacy at all costs.

Went to your business and after looking at your fish for 20 min. not one single person helped me. So I went to the front and they radioed someone to me and after another 10 minutes a young lady came to me with her purse on her shoulder. I said to her I wanted to buy a group of certain fish and she was pushing me that I should wait another 3\4 days because my week and a half running my tank was not enough. Ive never been to a place willing to spend hundreds of dollars to have someone pretty much run me out of the store. I completely feel she didn't want to work and because of that I will never go and spend money at your business ever again. I will also pass this horrible experience with everyone I know. This lazy employee you have working for you has cost you alot in the future. I'd fire her [censored] if I was in charge!

Place an order based on the delivery date. I also signed up for repeat delivery.

The original price on receipt was different from when ordering on-line. Fortunately I was charged for the on-line amount. The item had no tracking updates other than "Preparing a label" for 8 days. I finally called Petco and requested a refund as the delivery date was misrepresented. I could understand delays in shipping. However, the item had not shipped nor had a carrier picked it up. I contacted Petco and spoke to a customer service barely understandable. (Has Petco outsourced overseas?) The customer service person stated they could not refund but it showed it was "too late" because of a label made.

I reitertaed thet athe on-line information on my account stated there was no information and nothing had been done. Instead she said she would request a replacement. I did not want one due the undelivered item I was calling about.

She just continued to ask where was my nearest store. I told her I did not have one nearby that's why I had ordered on-line. No response instead she stated a replacement would be delivered same day or th next day. Ignoring the fact that I had stated I did not want a replacement. I also canceled my repeat delivery hopefully that is not fouled up as well.

I am a PetCo Pals Reward member and have been for quite some time. Over the last two months I have received several emails regarding your rewards program about the tenth bag being free. I logged in to my account several times to make sure it was active. The instructions on how to get registered for this program seem to be quite vague. I have to wonder if that is intentional on your part. During the month of November, I bought five or six bags of Hill Science dog food and have since learned that I was not being credited for them. When I talked to Customer Service i as told - too bad - nothing we can do for you. I guess this shouldn't surprise me because the quality of service received from your company since the pandemic (both in store and over the phone) has been substandard. Its a shame you feel the need to treat your customers that way.

Booked the grooming appointment over the phone with no pet health questions asked. Upon arrival we were turned away because of health concerns. This is not the first time I have had to take my dog back home without service because the questions weren't asked at the time the appointment was booked. It is a poorly run operation and I do not recommend using their pet grooming services.

Luna Ruiz

Pals Rewards #[protected]

Member since October 17, 2022

Was NOT told that this program was a 1 yr commitment or that $10.99 would be withdrawn from my account each month. I signed up at the store and it sounded like a free membership like the ones at groceries stores so you get discounts on products. NOT a 1 yr commitment of $10.99 a month. The sales rep never mentioned that to me. My 12 yr old daughter was with me and she does not remember that either.

When I called, they just bumped me to a sales rep... to be up-sold or convinced to keep it. All they did was cancel my subscription for the following year and they plan on charging each month until then. I do not shop at this store that often and actually found better deals and products for my daughter's frog elsewhere. I do not want this product that I was not told would cost me monthly.

This is an addendum and update regarding my initial complaint. Charlie, an 11 month old Maltese puppy sustained a severe razor burn of his right buttock while grooming by Ms. Heather at Petco located at 360 North Bedford Road in Mount Kisco, New York, zip code 10949 on 9/28/22.

Charlie was examined on 11/9/22 by a Vet and I, Tadeusz W Przechodzki (owner of Charlie) was informed that hair will not grow back in the denuded area of Charlie's right buttock (severe razor burn area). I am seeking compensation from Petco in the amount of $10,000.00 for the injury that occurred on 9/28/22.

11/07/22 This young lady ordered food from my establishment, upon delivery she refused to come get it from the driver. The young lady groomer asked if she had tipped, and the driver said yes .28 cents. The groomer said oh no and gave him a $5 tip and said he was super nice and polite the entire time waiting. I went by actually spoke with her because I was going to give the tip back and fire the driver until she explained what really happened. We know that we can't ask for a tip nor do we. Her complaint goes to our upper management and could have costed him his job. Her fabricated story has put a bad light on your company and will definitely push me to other pet supply chains and I love coming into Petco.

I am enrolled in the Petco PALs reward program. I checked my app, and it states 0/9 bags dry food purchased. You get the 10th bag for free, this was the reason I signed up for the rewards program and went with Petco versus their competitors Chewy or PetSmart. I called the customer service and was told in addition to enrolling I had to "activate" this perk on the app. I was never told this in-store and I even called customer service when I enrolled bc I was having some issues with my account and was also never told this. After telling me you have to enroll, the agent tells me all purchases within 7-days count. I have purchased 6 bags of food this year alone. Then she offered me a $10 credit. A $10 credit instead of the $70 bag of dog food I should have received (after my 9th bag purchase). This is an ultimate scam. If I dont receive the honored credits of my previously purchased bags of food, I will be cancelling my subscriptions for my two large dogs food and instead taking my purchases to Chewy.

I ordered prescription dog food That I have not received and it’s been two weeks I have called four times and was placed on hold for over two hours each time to be told that I needed to re-order the food all over again. The last time I called I told them to order the food only to be told that I would have to do this Process all over again and to continue to wait. In the meantime I am buying cans of dog food each day, which is over four dollars a day for the last two weeks. Customer service doesn’t really care about my situation and how I can just run to the store to buy this dog food. I have been hung up on several times or told they would call me back and no one has done this.

On October 20, 2022, I took our 3-year-old, 5.8lb Yorkie Chanel to be fully groomed at store #00473. This was our 1st time here. We arrived around 11:50 for her 12:00 appointment. I was back in my car @ 12:05 after having a conversation with the groomer. The groomer explained to me that if Chanel moved around too much it could be just a bath that she would be able to give her. She gave me an estimate cost of $62 for the grooming and teeth brushing which was an additional $12 and that it would take 2-3 hours. I received a call at 12:31 and text at 12:34 saying that Chanel was ready to be picked up. I spoke with the groomer on my way to try to understand what happened. When I arrived to pick up Chanel, I let her know that I was dismayed that she is the only groomer that has ever started out with doubt that she would not be able to groom her without even trying. She said she bathed her, she cut her bangs uneven and did nothing else and these are the charges: $10 face, feet, $30 long hair xs bath, $12 teeth brushing, $5.99 material fee. Her body was not cut at all. This was very unprofessional and a waste of time and money. I still have to pay to have her groomed by a professional groomer.

Dis-satisfied Customer in Houston

To Whom it May Concern,

I am filing an official complaint about the Petco Grooming on Spring Cypress and 249 in Tomball. My dog Zoey has been groomed there for at least five years. She is thirteen years old and is a poodle mix. She is about 15 pounds with a teddy bear face and a docked tail. I took her for a grooming appointment last Saturday, the 15th of October. I made the appointment through the Petco App on my phone with the same groomer as last time- Theo. When I dropped her off, I spoke with the grooming manager and told her that I wanted the same cut that she has always received. I also purchased a monster makeover-which was extra. My daughter went to pick her up and called me right after saying "Mom, they did something to her ears". I immediately went home and saw that they cut five inches off of her ears, leaving about a two inch ear. I was mortified because she is a poodle and has NEVER had her ears trimmed like that. I immediately called the store and no one answered the grooming line so I called and spoke with the store manager, Jacob. This was around five on Saturday the 15th. I told him the issue and he said he would speak with someone at grooming and he would contact me back. I also asked him for a refund, at least for the extra service. He said that he would offer me a credit, if I chose to stay a customer, on my next service. He has not returned my phone call. It is now Monday the 17th and I called this morning to speak directly to the grooming department. I spoke with the person that answered the phone and she transferred me to the manager-Red. The manager listened to the events that occurred and said the groomer made a note that said Zoey's ears were matted. But that because that was such a drastic change-I should have been notified. She said that her ear hair will grow back. She offered no solution.

Ultimately, I was not notified of the drastic trim to her ears beforehand and not called back by the manager. This situation was completely inexcusable. I have groomed her regularly (every 6-12 weeks) for her entire life-most of it being at Petco. This has never happened and should never happen to anyone. Zoey is flinching now when you touch her ears. She is shaking her head, like she doesn't know what is happening. My family and I are completely shaken over this and I have lost sleep. We have been crying for two days. Our dog does not look like our dog. I will never take her back there.

Thank you for your time and support,

Jenni Richard-mom of Zoey Richard

On 10-11-2022 upon arriving late to an appointment (18 minutes late) for the Grooming salon, then informed I could not get my dogs groomed and would have to rebook. Your grooming department has their door for early arrivals, but after years never answered, forcing me to bang on the front door, creating added delays now to enter the grooming department waiting further as no one was available to check in my dogs!

Over the last five years never once been late and looking forward to explaining why. A long-standing customer who has never been late, so why was I not extended a courtesy call, just informed them it was not their responsibility to call me (the customer), it is my problem, not theirs, after waiting WEEKS for this appointment. As a loyal customer of your store, I deserved more respect than this from your management.

Multiple issues need to address in this complaint!

#1 - I am the customer, a loyal customer, and why was I not called first?

First, why was I late? The city of Bradenton is just North of the largest hurricane to hit Florida in history. Our roads and highways are saturated with trucks heading south to help with hurricane relief, and the snowbirds are arriving. A 15-minute ride took me 45 minutes. Multiple elements are impacting our society today, but I consider the biggest one the lack of customer service, courtesy, and appreciation for customers killing and destroying companies’ reputations and brand names. Employees are the key to your success! Google is reporting: "PetSmart has an average consumer rating of 2 stars from 548 reviews” From your compliant board further deepens and expresses how serious your internal problems are concerning customer service.

Second, why did I not call? I had to make another call to cancel another appointment due to the traffic and delays while fighting traffic to get to Petco to make this one appointment and a phone call about my niece in the hospital involving a serious childbirth problem.

After five years of being on time, believe I deserved a phone call. This only begins to touch on the core problems inside your grooming department. The lack of customer service, communication, and respect provided by a generation working in today’s workforce is becoming overwhelming, adding to the inability of individuals to deal with problems, resolutions from decisions they have made as they walk off, and the lack of management and leadership.

So, my question to Petco is, since it will take YEARS to rebuild South Florida, which none of us have control over, Petco does control how it respects and treats valued customers.

#2 - Since this has gone too far based on previous events beginning early in 2022, it is time to bring out the real problems in your grooming department. After calling numerous times in spring and being continually told I could not get an appointment. What is the real problem? Finally, advised Bobby (your manager in grooming) had put a note in the file that only he could groom my dogs. I never gave Bobby exclusivity over my dogs! Your staff refused to provide me with an appointment noting Bobby was out. I then contacted the Store Manager, who helped me get an appointment and further explained the internal problems. The new groomer involved informed me my dogs charts showed (Joy, Serenity, Hopie, McCloud) DO NOT GET BATHED! Since, when? Bobby has not groomed my dogs under my authority since acknowledgment of this matter, never bathing my dogs. I am sure I am not the only customer encountering this problem! Our animals cannot speak for themselves. When not bathed the anal gland is also not cleaned. I now know why my Veterinarian was telling me my dog's ears were not cleaned and why I had to return my dogs for not having their nails cut. Laziness per laziness on the part of your employee! Services paid for but never rendered. The continuous problems with this salon have made it critical that I bring all these matters to your attention. Negligence and fraud on the part of a Petco employee to provide services paid for but not rendered.

#3 - General Management - Jason Gagliano - He refused to take control of the situation as any well-trained manager should have done today, while Bobby the manager of your grooming salon opened the front door and told me to get out. Yes, I was upset. Upset about the lack of service and respect from a generation that refuses to provide quality service or even know what it means. Petco should be concerned about the arrogance and refusal of employees to extend themselves in any manner. Jason should have asked me to come into his office and sit down and talk and work through the problem, not just stand there and do and say nothing, which is exactly what he did, reflecting poor management at every level of service inside this store location.

I am asking for a full investigation into the fraudulent services provided for years by Bobby in the grooming department, taking money for two and three dogs at a time groomed in which he noted NO bathes provided, then demanding I pay for services not rendered. Demanding payment for services never rendered is fraud. I am seeking full reimbursement for partial services never provided by your staff (Bobby) for years of services due to your refusal to bathe my dogs (as noted in my files) without my knowledge and for trying to control my dogs without my authority.

I will be looking forward to your response.

Dr. Cheryl McCloud

608 43rd Street Blvd. West

Palmetto, Florida 34221

[protected]

I had an appointment today at 12pm. The clear direction was 1inch cut, specifically said do not shave face. And asked if it included ear plucking and nail trim.

They SHAVED my dog almost bald. Left strings of hair on tail, didn’t clean out ears, didn’t finish cutting nails, shaved his face when I specifically said not to and cut his whiskers! But all I got was making it my fault because I sign a paper, pointed out a cut length, and booked online.

I am adopting a cat this Monday and I need everything. I bought a carrier on line and went to pick it up at your store. While there I picked out a litter tray, a small cat tree. I asked the cashier for help with a lrg cat tree. She paged, I also asked her about the item I was picking up, she only said to go to the cat trees, someone will be there. 10 minutes, nobody came. Went back to stand in line at the cashier. Saw several workers in and out of mgr. office. Finally when I got to cashier I told her I wanted my on line carrier, I talked to a mgr. Jeanette, left my full cart and exited the store not to return. I was about to spend a couple hundred dollars in your store but took my business to Meijer.

The aquatics section of the Garden City Ks location is in a very poor and honestly in inhumane condition. Multiple tanks 'under observation', completely cloudy, dead or sick livestock, foul odors from tanks, and obvious ick infections. The freshwater sections are bad but the saltwater section is a horror show and you feel sorry for the livestock and want to give them a better home but not going to put my tanks at risk.

Sadly this is the only store within 100+ miles to stock saltwater livestock so besides being in horrid conditions a person would think from a business standpoint they would keep it in better condition too.

Very disappointed in my order I received broken and dirty bowls that I paid 6 dollars each for I want a replacement or a refund... this product was shipped from the main corporate from an online order and on that note i have been using Petco for years. My phone number attached to my account i type in every time i order instore or online for my rewards, yet to ever get a point on my rewards especially with how much i drop here I've been very disappointed.