ComplaintsforPetco Animal Supplies Inc

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Initial Complaint
04/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On April 1st, 2024, I called to cancel an online order that was placed on March 31st, 2024. The representative said the charge to my card will fall off shortly and that I would receive an email confirmation within 24 hours. On April 2nd, I still had not received an email confirmation nor my refund. I contacted Petco through their online chat and was told that I will receive the refund and the cancellation email between ***** hours. On April 4th, 2024, I called customer service, again, and was told their back office was handling it. I then asked to speak to a manager. The manager told me to be patient as they refunded the money on April 1st, 2024; however, they do not know where it went. I told her that it is a lot of money and it is concerning that this company hasnt refunded me yet. She said I would hear from a representative for a status update by April 6th. On April 4th, I received an email from their customer service saying that a case has been opened up (********). I responded on April 5th with a screen shot of my *************** transactions, as I still have not been refunded. I never received a response. Fast forward, on April 10th, I sent another email stating that I have not heard from anyone and have not received my money. I told them if I didnt hear back from anyone by Thursday, April 11th, I would be filing a complaint.On 4/15/24, I contacted customer service, again after receiving no response, and I spoke with a representative. She told me, There was a glitch in the system with your refund, so we cant refund you but we can give you a gift card. This is completely unacceptable. I want my money back in my bank account per company policy. It has been 14 days.
Business response
04/22/2024
Dear *************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We are sorry to hear about your recent experience.

We have confirmed that one of our Corporate Supervisors is already handling your case. Shes now working to get a corporate check mailed out. If you have any further concerns, please do not hesitate to contact us again by replying to the email we sent you under case # ******** or call toll-free at **************. We will be more than happy to assist you.

Thank you again for contacting Petco.

Warm regards,
Corporate Office Customer Relations
**********************, Inc.
Initial Complaint
04/11/2024
Complaint Type:
Product Issues
Status:
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.
I purchased the Adult Dog Complete Package SKU: *******, Order Number **************, in the amount of $354.00 for a series of dog training classes at the *************, **********, ** store. I was not aware that Petco did not have trainers for these classes. Since that time, I have made several inquiries at the store, and been advised that they were in the process of hiring trainers and assured me that they would contact me when classes became available. Petco has never held these classes, and I am doubtful that they will, so I requested a refund. The store advised me to contact ***************** which I did on March 29, 2024. I provided a copy of my receipt and all requested information. After speaking with multiple customer support people, I was led to believe that this would be taken care of. However, on April 9 my refund was denied because "The policy states that no refund will be processed for a transaction that is beyond the 30-day return policy." I do not understand this position. I never received the promised services. Petco did not provide my purchased services within 30 days, and when I inquired on several occasions I was told to be patient, that they were hopeful to be offering classes soon. I took Petco at its word, trusting that I would receive my purchased services. It is absurd for to apply the "return within 30 days" policy when I never received anything. How could I return something that I have never received? I would like to have a refund of my money.
Business response
04/18/2024
Dear *******************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Dog Training Classes that you purchased. We are sorry to hear about your experience.

For us to assist you,kindly send us the screenshot of the confirmation email that you received upon purchasing the said classes or the email address/phone number used as we are unable to locate the order/purchase in our system using the information provided on your complaint. We look forward to your response with the needed information.

****************
Corporate Office Customer Relations
**************************.
Initial Complaint
04/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Petco has failed to satisfactorily full fill my repeat delivery requests for months! Every 6 weeks they're supposed to ship 12 50 pound bags of feed to me. I have never received more than 1/3 of my order. I have called customer service many times but they have not resolved the problem. This has been going on since Nov of last year. When I call customer service, they tell me it's out of stock, or is being processed. It's a standing order, if they know that 12 bags are going to be required at a set time, wouldn't that give them enough time to get the right amount together?
Business response
04/22/2024
Dear *********************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We are sorry to hear about your recent experience.

We have confirmed that one of our Customer Relations Coordinators is already handling your case. She was able to process replacement for your recent order. If you have any further concerns, please do not hesitate to contact us again by replying to the email we sent you under case # ******** or call toll-free at **************. We will be more than happy to assist you.

Thank you again for contacting Petco.

Warm regards,
Corporate Office Customer Relations
**********************, Inc.
Initial Complaint
04/08/2024
Complaint Type:
Delivery Issues
Status:
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.
In April of 2022 I was signed up for Petcos ****************** without my consent by a cashier at the ***********., ********, ** branch who helped me download their app on my phone. I have been charged $19.99 each month ever since on a credit card I no longer use. I never used the service, never needed the service, and didnt know I was enrolled. After contacting Petco customer service, I was told they are only authorized to reimburse me for one year due to company policy. The only reason my credit card was on file is because I ordered pet food from their app. I am seeking to be fully refunded by Petco for these unauthorized charges. I was a loyal customer for 20 years.
Business response
04/15/2024
Dear *******************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the ********** Premier Plan. We are sorry to hear that you were not fully provided with the information about the plan.
Everything about your ********** Premier plan can be found in the Terms and Conditions that were agreed to when you signed up. As a courtesy, we have gone ahead and canceled your plan. You will no longer be charged or able to use the benefits going forward. We have also issued a refund for 1 year amounting to $239.88. We are systematically unable to refund any more than a year. You can dispute those other charges with your bank.
Please let me know if you have any other questions.

Sincerely,
****************
Petco - The Health +Wellness CO
Initial Complaint
04/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was not told up front the fine print of purchaing salt water products (fishes, shrimps). As honest shop the staff needs to let customers know the policy before hand. Two of items: Fire-****** and Coral ****** dead after I got home one hour later. When asking for refund, the shop associate manager pointed the fine print in the back and told me they cannot do anything about it. This is not fair and not honest ways doing business.
Business response
04/15/2024
Dear *******************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the return policy. We are sorry to hear about your experience.

Our policy states, 30 day return terms apply to companion animal and freshwater aquatic life purchases made in store. Saltwater aquatic life cannot be returned or exchanged. Neither our store partners nor our Customer Support team can override the system and process refunds/returns. This return policy is posted on Petco.com. You may check the policy by clicking this link ********************************************.

We know its frustrating on your end and we never intend to bring inconvenience to any of our customers.We want you to know that we appreciate your business and while we wish that we could further assist you with this issue, our position still stands since we have rules/policies that we need to enforce. Please accept our sincerest apology in this regard.

****************
Corporate Office Customer Relations
**************************.
Initial Complaint
04/06/2024
Complaint Type:
Product Issues
Status:
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.
I purchased an item from Petco.com. The website states returns can be done in store. They would not accept my return as they couldnt find it in their system even though I showed them the receipt. Had me contact customer support. Customer support hung up on me multiple times and claimed I could return in store. Too much discrepancies and with no resolution to return my money
Business response
04/11/2024
Dear *******************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with you recent online order. We are sorry to hear about your experience.

We have reviewed our records and confirmed that order #*************** was shipped directly from our third-party vendor. At the time of return, the order has not been invoiced yet. That is why the store associate was not able to find the order in the system. We just received the invoice from the vendor on 4/8/2024.

If you are not satisfied with this item, you can return it to the local store. Bring along your return item(s) and the return slip (see attached). Our partners will be happy to help complete your return or exchange.If you have any further concerns, please do not hesitate to contact us again by phone toll-free at **************.

Thank you again for contacting Petco.

****************
Corporate Office Customer Relations
**********************, Inc
Initial Complaint
04/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/16/24, I scheduled a grooming appointment with the ********** Petco store. I have taken my dog to this Petco location for over 4+ years. I stopped going at one point because I filed a complaint against the store for previously canceling my appointment without notice and I showed up only to be turned away and told I can rebook for 2 months from that day.On 3/20/24, I received an email that my grooming appointment was canceled, again without explanation. I contacted the store and the groomer who was supposed to do the grooming answered. I inquired as to the reason why the appointment was canceled and was placed on hold. Manager answered the phone and explained to me that my dog had been "referred out". I wasn't aware of the terminology and requested clarification. The manager explained that their groomers were no long willing to work with my dog and she can no longer seek grooming services at any Petco location. I ask for a reason why as my dog has NEVER been aggressive or had any complaints from Petco about her behavior in previous visits. The Manager went silent and would not answer any questions I had after.I did ask the Manager if this was a retaliation attempt for previous complaints I filed with the store for poor customer service, fire safety violations and for cancelling appointments without any notice. She did not state that was the reason but made a noise in the phone that sort of solidified my assumption.Since this interaction, I have confirmed no other Petco will allow me to schedule grooming services through the mobile app. My mobile app login was disabled and I deleted the app given Petco has banned me for life it seems.I am seeking an explanation from the Corporate Office on how a longtime customer suddenly gets banned without reason and I need to find a new groomer to take care of my dog. I have put thousands of dollars into that Petco and am Petco credit card holder.
Business response
04/11/2024
*************************,

This communication is in response to your Better Business Bureau case # ********. We are truly sorry about the outcome of this difficult issue.

After reviewing the feedback from our groomers/store partners, it has come to our attention that there have been multiple instances where they have felt disrespected and treated unprofessionally by you during the grooming sessions for your dog. This has created an uncomfortable working environment for our employees, which is something we take very seriously. As a result, you will not be groomed at this location in the future. And while we wish that we could further assist you, we have policies that we need to enforce, and we reserve the right to refuse service to guests as we see fit.

****************
Corporate Office Customer Relations
**********************, Inc
Customer response
04/11/2024
I vehemently deny any occurrences where I was disrespectful. I have only worked with two groomers at the Auburn Petco. One was the original Lead GroomerJamie R and then with ****************** I been using ******* S dating back to 2021. She has been absolutely great and I have never had any complaints about her except for the one time she canceled my appointment, I receive no notification about it, and I showed up to have my dog groomed and was turned away with no explanation. That is when I filed the original complaint with Corporate and likely the reason why my mobile app access was disabled in retaliation to the complaint. I have NEVER worked with any other groomers so to have any other groomer say they interacted with me and I disrespected would be an outright lie in an attempt to hide the real truth.
Since the Auburn store has a CCTV system, you would be able to see any interaction (not necessarily with sound) that would indicate a conversation beyond normal interaction. I can guarantee you, that you will find no interactions where I was disrespectful. I know ************** very well because she was a member of my team and we worked together for several months at her previous employer. During that time she was counseled for poor performance and eventually she chose to leave the company. Any animosity to me would stem from our interaction at her previous employer and not at Petco. I have never interacted with ***** as a groomer. My only interactions with her are limited to picking my dog up and her bringing her out. That is it
Business response
04/18/2024
Dear *************************,

This communication is in reference to your rebuttal for BBB case # ********. We are truly sorry about your ongoing disappointment on the issue.

Your concern has been thoroughly reviewed by the upper management and their position still stands. We know it's frustrating on your end and we never intend to bring inconvenience to any of our customers and we hope for your understanding on this matter.

Thank you for your time.

Warm regards,
Corporate Office Customer Relations
**********************, Inc.
Customer response
04/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory, but it's obvious the business refuses to address the defaming of a customer for no reason. Business has provided no proof of when the incidents occurred and is taking their employees words rather than conduct an investigation to address the complaint. For this reason, I am going to allow the BBB to close this case, but I do want it on record this matter was not resolved to the satisfaction of the customer and was done so by defaming the character of the consumer and using that as the excuse to justify their reasons with no incidents on file to show proof of.
Regards,

*************************
Initial Complaint
04/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I sent Petco a prescription for my pets flea medication which specifically states he was to receive the oral chews. Petco filled the prescription and sent the incorrect form of the medication, by sending the topical. This doesnt work or help my dog. *** attempted to resolve this over the telephone for the past order with customer service reps in another country, who only put me on hold for long periods, returning to the call with no or the wrong information.No changes should have been made without contacting me, to verify with me if there would be issues.
Business response
04/09/2024
Dear ***************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent Rx order. We are sorry to hear about your experience.

We have reviewed the order on your account and *************************** account and confirmed that order *************** (P47875912) from 3/9/24 was for Bravecto TOPICAL for Dogs (12 weeks) *****#, 1 Tube for *******.The last order for Bravecto CHEWS showing on this account was on 1/20/2022.

Please note that you have two active prescriptions for Bravecto, one for the Chewable tablet and one for the Topical formula. The Topical formula was selected for shipment based on what you have ordered. Hope this clarifies your concern.

Thank you again for contacting Petco.

****************
Corporate Office Customer Relations
**********************, Inc
Customer response
04/09/2024
Hi,
Your reply unfortunately is not true. If you look at the most recent prescription I submitted, it states it was for chews.
The prescription for January 2022 expired after one year, January 2023.
Petco and Vetco need a better communication system for customers, especially since you have a pet pharmacy and complete prescription orders.
If you filled a prescription for a customer, they should not have to go through BBB to get a response. I made several calls regarding this matter and was transferred to your representatives who couldnt answer my questions or help me with a resolution.
Vetco blamed Petco and Petco blamed Vetco. When all I needed was the correct medication the doctor prescribed, and I paid for. And never was anyone at Petco concerned enough to contact me.
Business response
04/16/2024
Dear ***************************,

This communication is in response to your rebuttal with Better Business Bureau case # ********. We are truly sorry about your ongoing disappointment on the issue.

Both Bravecto chews and Bravecto topical have the same main ingredients, so depending on whether you order Bravecto chews or Bravecto topical, they will approve the order. We found that you called requesting an escalated approval of the order for Bentleys Bravecto. Thus, we approved the only order that was available to approve, which was Bravecto topical.

If you are requesting Bravecto chews, a new order needs to be placed for Bravecto chews ***** lbs. We will add a note to ********************** account that we need to approve the next order for Bravecto chews. We have also processed a refund for your order as one time courtesy. Please place a new order for Bentleys Bravecto chews and well escalate the approval. Also, Vetco Vaccination Clinics ************ needs to be selected as the Vet when placing the order).

Thank you again for contacting Petco.

Sincerely,
****************
Petco - The Health + Wellness CO
Customer response
04/19/2024

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
03/30/2024
Complaint Type:
Delivery Issues
Status:
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.
The transaction was completed today March 30th, 2024. My wife ordered me some plants as a present, and each plant was listed as having free shipping on orders above $35. The entire order was also advertised as having free shipping, on orders above $35. The banana plant was also advertised as $3.99. my wife was charged $7.99 for the banana plant, and $30 for shipping. This is a clearly false advertisement, and should stop immediately. It doesn't matter if there are "secret" restrictions to the offer of free shipping on orders above $35 that aren't listed, because you never advertised there being any restrictions. I was already refunded, but I had to call your help line twice to get the order cancelled, which is a waste of both my time and yours. I would like you to fulfill your end of the advertised offer, and supply the plants for the advertised price. You also need to change your policy so that the offer will apply to everyone who has used that offer, and was charged extra, as that is essentially type of racket, or scam. You essentially owe anybody who has used that offer, and charged extra for shipping, a refund of the shipping cost.
Business response
04/04/2024
Dear ********************************************,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We are sorry to hear about your experience.

We have reviewed your order # *************** and have confirmed that it didnt qualify for the free shipping on orders above $35 as there are live plants that must ship next day (requires expedited shipping and special handling)and additional shipping costs will apply (this was noted on the Product Detail page and/or Shopping Cart). Please note that the free shipping promotion is only for standard shipping. In regards to the banana plant that was advertised as $3.99, we were unable to further check if its a glitch as your order was already cancelled. However, we will be sending you a $5.00 electronic gift card so you can still avail of the discount. This will be sent to you in a separate cover. If you have any further concerns, please do not hesitate to contact us again by phone toll-free at **************. We will be more than happy to assist you.

Thank you again for contacting Petco.

****************
Corporate Office Customer Relations
**********************, ***
Initial Complaint
03/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Oct 16, 2023 I purchase the fundamentals groups class for ****** on my receipt it states they will call me never got a call. I call at least 3 times left messages with girl who pick up. Went to the store talk to two associates there was inform to call corp I call corp 3 times the lady I talk said they will send a message never received nothing til tho day. Order # ******** Petco 3387 ********* ********* **** ***** I just want my money back thank you
Business response
04/02/2024
Dear ***(****) *******,

This communication is in response to your Better Business Bureau case # ******** regarding your concern with the Dog Training Classes that you purchased. We are sorry to hear about your experience.

Your refund request for the dog training transaction has been approved and processed today. The full refund will reflect back to your original mode of payment within 2 to 3 business days.

Thank you again for contacting Petco.

****************
Corporate Office Customer Relations
**********************, ***
Customer response
04/03/2024

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,

***(****) *******

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