Petco
Reviews and Complaints

I purchased a Yahee Tech Cat Tree from Petco in Rochester, NY (store #00943) on January 2, 2022. Yesterday on September 22 the top section broke off from the base (picture attached). The support was just made of cardboard and clearly was not constructed to last. A product like this should not break after 8-1/2 months of use. My cat uses several other cat trees that are older and manufactured of wood.

I went to the store, where I was told that they were unauthorized to do anything for any product sold prior to 30 days. I am very unhappy with both the product and the store.

I ran out of kibble and ordered a same day delivery from Petco, because I thought they were a serious business. When I finished my order I was told it would be delivered between 6pm and 8pm. By 9pm I texted them because it hadn't arrive and they just told me "I'm sorry, it will be there by tomorrow". WHAT? Now my dog will sleep hungry because of them. I wilL NEVER EVER buy anything else from this place. They don't give a damn about our pets.

August 30 Shorewood Il. there were 5 customers with carts 1 worker using 1 to hold her paperwork. was a cart with 3 things on the bottom, in front of a full push cart. I have a broken wrist so I cannot carry much. I asked if I could empty it was told no. so I put down my stuff and left. Went to the Target, bought my pets food. I was so disappointed.

I would like to say this is the worse store I’ve ever been in , I was in My third training class working with a girl named Jessica this class was to accomplish the canine Good Citizen test . Jessica was patient with me as I walk with a cane and have a lot of difficulty bending This was class three and there had been several delays in between classes so I had been coming quit e a while to this store There was never an issue with her . She was attentive and extremely patient with me. Then she left . The store didn’t tell me officially when they called to cancel class each week this went on for three weeks.then eventually I was contacted telling me I could go to and alternative store in Temple . Due to my handicap I could not as it was to far of a drive for me to go there train and drive back.I called asked for the store manager at that time a girl came on I new this was not the store manager so I only bothered to fill her in that I had been gone out of state for a month and after finishing class 2 i had left before getting my certificate from Jessica The new trainer at that store called me toser up appointment with her I said I was not coming back there to continue training with someone new . I did not feel she needed to know why.Not sure why but again they suggested me to go to Temple I told her about my certificate also.NOT ONCE was compensation offered for this canceled class . I am a vital care member and I don’t want to go back to this store ever .The manager if that is what you wish to call the man never contacted me and when I picked that certificate up the girl was in and out of the office so no store manager again I found this very unprofessional.For many months there I thought it the store manager was a lady with red hair in the store she was the only person I ever saw doing any work at all she worked her but off while the remainder of the store appeared to be a click hanging out talking all day not working but grouped around the front for a chat session . This store is dirty I know from walking around and around it in training . I could understand no one at the registers when no people are in line but unsure why they were aloud to just chat instead of doing some work when the store wasn’t busy .There were always much carts of stock siting around.Pet cages did not look cleaned properly or had not been done on a regular basis bird area was disgusting and so enclosed I wouldn’t have wanted to smell that if the door was opened .I had my girl groomed there, the first time everything was very good . I then had issues with my girl coming in the front door of the store (she is 4 yrs old not a puppy ) . The second grooming was horrible and third shame on me for dragging her back in the store and taking her back to the groomer , I had the same one each time how hard is a repeat dog when given instructions .Everyone including myself asked if I got her haircut yet I had to come home and redo her hair to the length I had asked for which was cut very close to the skin.After the first grooming I had to drag her into the store and when training if we went near the front end she would pull to go out . I had to start walking her around the fish and the back only .It finely clicked in that this behavior was only since the grooming and that she was scared and wanted out . I was done with them and quit frankly very upset at this point The trainer had observed this behavior .at this point I mentioned to her I was pretty sick of the store .If the trainer had not been so encouraging and helpful in training my 4 yr old girl who really did not even walk on a leash when I started I would have left . Gidget had come along way . when we were in the training area or back Gidget was fine and happy , it was only the front end that was a problem.When I found she had left and wasn’t coming back I was done and said I wouldn’t go back to the store again . I went to a Petco in another city when taken to a dr appointment used my to get my vital care credit on pet food , now that I won’t be going in that área again on a regular basis I m going to be ordering my food on Amazon so I will also be canceling vital care . This store has left a very bad taste in my mouth for Petco in general .I would suggest a look at the phantom manager that is rarely seen in the store . I am 63 yr old and 100% disabled

Melony Karlik and Gidget

I have brought two dogs on two separate occasions for grooming within a 4 months period. I've used Petco grooming for many years and always had great service. Unfortunately these last two times, I was told to come and pick up my dogs because they were cooperating. My older dog they said wouldn't stand long enough for them to groom and they couldn't finish his grooming. He looked awful when I picked him up and I was told I needed to see a professional groomer. Today, I brought my Newfie, and was told upon arrival they didn't think they had a big enough cage for him but they would try to do what they could until their other clients showed up. When I arrived home approximately 15 minutes after dropping him off I had a message that I needed to come back and pick him up because he wasn't letting them work on him and he was too big to lift. When I got there they said again you need to bring him to a professional groomer.

If Petco isn't a professional groomer then what are they? These are not aggressive dogs by any means, just big dogs. If Petco can't handle big dogs that needs to be stated in your marketing. As a working individual I have been faced twice with dropping two dogs off to then turn around and have to come back to Petco to pick them up. I will no longer bring my dogs to Petco. It's unfortunate because it use to be a great experience.

Petco Animal Supplies Inc automatically took a payment from my checking account for a refill of a medication to my old address. I called them as so as I saw the problem to send it to the correct address. The said that they had to cancel the order and resend it. They were to send a refund to my bank account of $75.60 on 8/13 and charge me for the new order. They charged me $81.27 on the same date 8/13. I called them on 8/22 and told them I had not received the refund. I asked for them to reissue the refund. I was told they could not do that since it had already been done. Petco said if the bank had not received the refund then it was the bank's problem. My bank said they have nothing and I needed to file a claim with through the bank. Which I have done. I told Petco I would file a report with the BBB. As of today 8/25 the refund has still not shown in my account

We are an elderly couple. We tried your online service. Chewy is our usual provider, but wanted to try your service.

This is now old news and not sure what there is you are going to do. I finally called your online contact line but was refused any assistance on something we have tried several months to return. Everyone has said they do not accept mail order items?

When I called your contact line again, I was hooked up to a female that at first did not seem to know there was anyone calling in. She acted surprised. So I told her the story and of course she said it's too bad, way past return allowed.

No matter, we have made attempts but been turned down. I asked for a supervisor, told she MIGHT find one? And hung up anyway.

Second, I want to return the food and if that doesn't work refund the money to me for Merrick #4 lb. chicken total $10.99 We are just the little people but your company has become a huge disappointment.

Thirdly, Illinois is working with Best Friends in Utah. Why are you still selling dogs and cats? It is pretty out of date for that truly sad business of breeders.

Are you still a loving foundation looking out for the welfare of little animals? I would like a response to this, but probably will get the same treatment as the phone call I made and was hung up on.

On august 22,2022 I visited the petco store #103 located in revere, ma. First walked over to the reptile aisle and saw 4 baby bearded dragons that looked dangerously malnourished; extremely thin arms and legs and one of them had bulging eyes. Walked over to the fish aisle and the amount of dead fish in each tank made it apparent that they haven’t been cleaned or checked in days.

Hello

You have a horrible employee her name is Paige. She is the most unfriendly person I have ever met. I was in there and needed to take my child to the restroom and I asked her where it was. She pointed to the complete opposite end of the store on purpose to make me pee or poop on myself seeing that I had to go very badly. After asking someone else I went back to her and asked her why she did that, the bathroom is literally next to the breakroom, she lied and said she did not say that with a smirk. I brought this up to the manager there that day and was told that they always have problems with her. The manager new who I was referring to with the poor attitude before I even could get her name out

I went back to the store over a week later to buy dog food for my dog and she was there sitting on the end of a end cap not working. She saw me and new I was pissed I remained calm and completed my purchase however something needs to be done about her. You can not work in customer service if you do not enjoy being around people, helping people, customers or just being friendly.

I am filing a complaint in regards to a lack of refund for my purchase of 5 tetra fish i purchased on 08/13/22 at the Speedway Petco. When purchased the customer service rep, Nancy, assured me that if anything happened within 30 days we would be able to get a refund. There was no mention of if my fish died that I would need to bring in the dead fish. Had I known that 4 hours after I purchased them, I would have gladly put them in a water sack and brought them back. Instead, I now have 5 dead fish and $55 loss. I called the store to see what can be done and the employee, Casey, stated, "Sorry, if you don't have the fish, I can't refund." I am extremely upset that if this is the policy, it should have been stated upon buying. I do have my receipt however and no fish.

Saturday, August 6th my dog was taken to the PetCo groomers. After two days, my dog began to itch excessively and shed even worse than before. When taken to the vet, it came to our attention that her top coat was taken off and her under coat was left, which is reason for shedding worse. Not only this, but she had skin irritation and sores from the tools used. She won’t let us pet her because she is so sore from her grooming experience. We are not impressed at all. We will not be coming back. We would like a refund because they didn’t do what we came for and caused issues for our dog.

On Tuesday 8/9/2022 I drop my dog (Love) off for grooming. A few minutes later, I was called and told that my dog's services were completed and that he was ready for pickup. Upon arrival, I was given the receipt to pay for services. I want to pay at the register and signed up for the vital care package. We were having issues setting things up, so Alex came out and assisted. Once I went back to the grooming section, the manager started to tell me that they downgraded services because my dog was aggressive and that I should take him elsewhere. I said thank you and went back to the register to explain to the young lady that I had just signed up for vital care, and the grooming manager said that I couldn't bring my dog back. She then said you cancel and proceeded to call Alex again for assistance. As I started talking to Alex and explaining the situation, I would need to cancel. The grooming manager came over and started to confront me, I explained that I was not talking to him, and he proceeded to be aggressive towards me and told me that Alex was not over him and that whatever he said, Alex couldn't do anything about it. I am now irate and matched his energy. Alex proceeds to tell me that Petco has a 100% satisfaction guarantee and I can get my full refund if I'm not happy with the services. The grooming manager said no refund the services were performed, and I emphatically told him I need my money back.

After a few moments, Alex went with the grooming manager to the grooming area to grab the receipt and chatted for a few. While he was processing my receipt, I was trying to talk to him to ask why would the grooming manager be so aggressive to me in delving a message about the dog as If I did something. Now Alex decided to turn on me, telling me I was emotional and that he isn't concerned about what I'm saying I can take my dog somewhere else, He mentioned that they put notes on my account that I can't get services at any Petco. I asked If that is how they treat their customers, and even if there is an issue with the dog, it's an animal, not a human being why would he be so mean to mean and my dog as if we did him something? He started telling me to leave the store or else he would call someone to throw me out.

After getting home I noticed that my dog has a limp on his back leg as if they hit the dog. I'm taking him to the vet to do an analysis of my pet and make sure he wasn't abused during his session.

How could you have two managers on duty and not one of them is trained in customer service and how to treat a customer and defuse a situation?

The last couple time I have been at the Wilkes Barre Petco, I have seen one of their grooming employees acting in a very unprofessional way. I have seen Him/Her laying on the floor, or sitting on the floor next to the front desk on their phone ignoring customers. Today this person is sitting outside on their phone on the sidewalk with ripped pants and looking very unprofessional. Your groomers at this location are very good and professional and do a really great job with my Dogs but I will not let this person near my dogs.

On 8-02-22 reg003 transaction 29646 reference for complaint. Upon entering the store, I was greeted by a empty cart blocking the entrance. The aisles were crowded and there was water in a puddle on the floor near the fish tanks. The overall appearance of the store was dirty and not well organized. I asked for help and then I asked if this was the only sand they had, answer was yes. I continued looking around and found exactly what I needed in two other locations in the store. I was looking for live plants next and found what I wanted. The assistant pulling the plants for me gave me the impression he was bored and not concerned about what I was getting. I then hunted around to find the checkout which was not clearly marked and a very large dog and 3 people were blocking me from getting to the checkout. This was the worst experience I have ever had in a pet store. I will never go to this store again. If it is a example of how Petco is operated, then I will never enter any Petco store again.

So besides having to spend more money to get the $5 reward, now I have to buy more dog food to get my free bag? Prices are also increasing and you aren't offering anything extra, but i have to pay more, spend more, to get the same. Doesn't seem fair. Chewy might gain a new customer, because your company definitely isn't doing anything to try and keep the customers you do have...

I was denied grooming services for my poodle at the Lisbon Connecticut store on July 27th 2022, because I had a handwritten Rabies Certificate from a licensed vet. I also supplied all health records from my veterinarian that makes house calls for my multiple dogs. Was informed that that is unacceptable documentation. What about farm vets? Town sponsored Rabies Clinics? All of these provide handwritten Rabies Certificates, are all these pet owners ineligible for grooming at Petco? Very disappointing!

Yesterday, July 26, 2022, at 3:27 pm, I ordered the following:

1) Freshpet Dognation Chicken Treats for Dogs (qty: 5)

2) Freshpet Dognation Turkey Bacon Dog Treats (qty: 3)

3) So Phresh Maximum Absorbency XX-Large Leak Shield Potty Pads, Ct 40

I waited today (July 27, 2022) until 1:11 pm before calling the toll-free number to find out when/if my order would be delivered today. I was told by "Sue" I should have my order delivered between 5:10 - 5:30 pm today.

I received a text message from Petco @ 3:19 pm advising my delivery was on the way. Doordash delivery person, Zachary, arrived @ 3:45 pm

The potty pads were the only item delivered from the West Sacramento Petco. Zachary (the Doordash delivery person) stated it was the only thing he was given by the Petco employee. To say I am unsatisfied is an understatement. I depend on the chicken treats to give my dogs their prescription medications 2 x daily.

I made a second call to the toll-free number to see if my order would be fulfilled and was told it would be 3 to 5 days by "Sash". Horrible service, very difficult to hear and understand her. I was told I would be refunded for the undelivered items. I was given a confirmation # Y112125784.

Each time I went into the store to get my dog food (same size and brand each time) I heard something different from the employee that explained the program while checking out. In the past I buy the food and it's counted on the receipt and in their computer program. Now 8 months later and at least 10 bags purchased I'm never going to get the free bag of food because I didn't go online and set up an account and keep track of the food purchased because the store no longer has the ability to count each bag purchased with the phone number. Seems to me Petco has purchased the cheapest and dumbest computer program and now expects the customers to take care of their own purchases. Where is the customer service if you can't keep track of my purchases with my phone number? Why is the paying customer the one doing the companies work? I for one will probably never pick up my food again at Petco because I hate this system. I am sick and tired of doing someone else's job. There are other companies that provide better service than this, PS, you're getting a lot of complaints about this program...

I visited the1951 N Military Trail, West Palm Beach FL 33409 grooming store today. I was greeted by Bre N. Grooming Salon Leader. I asked to have my dogs nails cut and ears cleaned. Bre N. said just a minute and left to put a dog inside the crate. When Bre N. returned she did not ask me for any information. Two second later another customer walked into the salon and she began having a conversation about a fire alarm lasting for four hours then showed the customer a video of the dog sleeping, then printed the bill for the customer to check out. Once she was done she asked for my phone number and then proceeded to tell me that the rabies shot on file had expired for my dog. I told her that my dog had received the rabies shot however I did not have the information with me. She told me that she had no time on a weekend. I replied back today is Friday and she responded yes it's the weekend and I can not call. I asked why did you let me stand here why you acknowledge someone walking in after me. Bre N. replied she is my client and she had a appointment I responded and said I thought no appointment was necessary for cutting nails if the salon had time. (there were no dogs in the salon not sure if they were in the back or not) I replied really as as many times as I have been here and you can not. I expressed that each time I visit the grooming salon it's been a negative experience since day one and I will no longer shop or bring my dog back to this location. I asked for a manager and she handed me her business card and responded have a good day. Now she said have a good day twice with a smile on her face in which this appeared to be sarcasm. During the first grooming session the groomer Daniel injured my dogs eye and lied about it not to mention each time my dog is either not groomed as directed or nails are not cut and filed and hair is left in his ears. I have tolerated this and continued to bring my dog back however this is the last time because I get the impression that this location does not want to service my dog. Now I realize that my dog could not be serviced due to the expired rabies records and if she really did not have time there could have been a better form of communication. Bre N. should not have overlooked me while addressing another customer and taking time to show her a video and then tell me she had no time to call my veterinary.

Good afternoon,

My name is Angela N. Clowers. At approximately, 9:15 a.m. I went into the PETCO store located at 1275 Boston Post Road in Larchmont, NY to purchase an Orange Parrot Cichlid. I have been to this store several times to make purchases.

The staff member who (was supposed) to assist me, had her back to me the entire time. She insisted that I tell her what size tank I had, and when I told her I have several tanks and I'm an educator who is familiar. She stated, "She has the right to deny me to purchase the fish." Then the manager came over, and she was just as unpleasant to me. I explained what happened. She defended the young lady who was very rude to me.

I simply requested an apology before I purchased the fish. Both refused and the manager said to me, "I don't think that's going to happen today." I was appalled by the rude customer service. They treated me as if the fish were more important than I was. I informed them that I would be contacting the media to file a complaint. Then I placed the fish on the counter and left.