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Business Profile

Pet Store

Petco Animal Supplies Inc

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 917 total complaints in the last 3 years.
    • 247 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Petco sells their online live fish with warranty but after I got my dropped and obviously damaged order with 3 dead fish, I sent in my warranty claim with pictures of the fish and the damaged box. They kept telling me to wait 24 hours for an email. No emails have ever been sent. Its been 2 weeks of me waiting and contacting them. They even blocked my email address from using live chat. They are falsely advertising their fish, which is illegal. So expect a chargeback and every possible complaint or report I can possibly file. This is completely unbelievable. BEWARE OF THIS *************.

      Business Response

      Date: 07/29/2025

      Hi ****** *****,

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

      We have reviewed the situation regarding the products you received and have confirmed the details with the photos you provided as proof. In accordance with our agreement, we have issued a full refund of $163.27 for Order #***************. The refund should be reflected in your account within 510 business days, depending on your financial institutions processing time.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health + ***********

      Customer Answer

      Date: 07/29/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      Soph Hertz

       

    • Initial Complaint

      Date:07/19/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Petco Customer Relations,My name is ******* *****, and I am writing to formally express my deep dissatisfaction regarding my recent experience with your online ordering service. as I believe the service I received was both unacceptable and extremely disappointing.First Order Order Number: *************** I placed this order with the expectation of receiving cat food and litter in a timely manner. After several business days passed with no shipping confirmation, I proactively contacted customer service. I was informed that my order had been canceled due to a system error. However, I was never notified of this cancellation via email, phone, or app notification. Had I not called, I would have continued waiting for a delivery that was never ********* make matters worse, I used a gift card to place this order, and the funds were never returned to my gift card balance. This is both frustrating and unacceptable.Replacement Order Order Number: *************** Following my call with customer service, a representative assisted me with placing a replacement order. While I appreciated the assistance, this order was marked as delivered with a photo showing a door and building that do not belong to me. My apartment door is blue, and the photo provided shows a completely different location. I have no idea where the package was delivered, but it certainly was not to my address.Summary of Issues:My original order was canceled without notice or refund.The replacement order was misdelivered to an unidentified location.I paid with a gift card, and those funds have still not been reimbursed.This entire experience has caused significant inconvenience, particularly as this was my first interaction with Petcos delivery service. I respectfully request a full refund issued in the form of an e-gift card, as the original gift card has since been discarded. While I will be switching to in-store shopping moving forward,.

    • Initial Complaint

      Date:07/16/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called to determine what services are included in grooming at Petco Greenfield in February. 1st appt, March 1, face/feet/***** initial puppy grooming--they did NOT trim my dog's nails. I figured maybe it's because they were in a hurry or because it's a cheaper grooming, & then I took my dog on April 19 for a 2nd grooming (tried a different groomer), asking & specifying that it included nail trim. They did NOT trim my dog's nails AGAIN. The 3rd time I went in for grooming, 6-15-25, same groomer as visit#2, I again said the nail trim NEEDS to be happening, as I had hand surgery on 5-15-25 and I had not been able to trim his nails since, and I was having hand surgery 7-3-25 on my other hand. Again, the groomer did NOT cut the nails, ADDED fees for "matting," calling & stating that they'd "leave evidence" of the matting as to why they added expenses to my grooming, and the groomer made me leave MY job early, bring the dog 45min. earlier than the app allowed me to schedule (3:15pm vs the 4pm app scheduled time), & when I arrived, not only was there 1) no "evidence" of matting charges, 2) no groomer (she left 30min. or more early to go pick up her kids and didn't stay the full shift time, yet made ME leave work early), & 3) the nails were NOT trimmed again! I was dealing with a LOT with medical issues, on top of hand surgeries, having been in 2 massive car accidents. I called on 7-16-25 and asked to speak to a manager. The manager at the ********** location was incredibly rude, claimed she "couldn't refund anything," "couldn't give a credit for anything," and "you should just file a BBB complaint!" and hung up on me. Not only is it UNLAWFUL not to provide a service yet CHARGE someone for it, but it's super DISCRIMINATORY to do that in a way that causes undue HARM to someone with known medical limitations and disabilities. I would like a FULL REFUND for all of those services, considering the amount of effort it's taken, lack of service, & discrimination. Thank you!

    • Initial Complaint

      Date:07/16/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Petco cancelled an order for non-pickup.They issued a refund via gift card because I used a gift card. Received an email 6/28/25 with the following details:SHIPPING TO YOU Order Number: Y122488315 Items: QTY Price E-COMM EGC SKU: ******* 1 $62.41 Delivery Address:,Carrier: UNKNOWN Theres an option to track but goes to a dead link Im unable to open. Ive tried this several days without any info.7/16/25: contact customer service via their website which is a mess. Got a hold of their incompetent customer service *** who was checking details but then closed out the chat.

    • Initial Complaint

      Date:07/16/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been requesting investigation on 2 charges , most recent is July 13 2025 I did not make a purchase in the amount the charge is pending for.Additionally June 8 2025 I requested clarification on the order related to that charge , after many calls and chats and emails I did not get this resolved. Ensure none of my accounts had any repeat type deliveries, cancel all Please check all my accounts that can be linked to phone ********** and ********** I already requested call from higher management to discuss this but have yet received one

    • Initial Complaint

      Date:07/12/2025

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid $26 for a nail trim and they didn't trim her nails. I also paid for a collar they didn't put in in bag

    • Initial Complaint

      Date:07/11/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Before I place an order on Thursday morning, 7/10, websites isays order within an hour then I will get it today, the same day. But when I check out, it says the delivery date will be next Monday, July 14. However, on the evening of 7/10, received an email and the tracking info says it will arrive next Thursday July 17 and Friday, 7/18, and two different shipment.This is false advertising Please have petco give me 50% refund for my inconvenience

      Business Response

      Date: 07/24/2025

      Hi ******* ***,

      This communication is in response to your Better Business Bureau case 23586281.

      Weve confirmed that the shipping method was set to standard delivery rather than the same-day delivery option you originally intended. In light of this, **** agreed to issue a 50% refund on your order. You should see the refund reflected in your account within 5-10 business days.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health + ***********

    • Initial Complaint

      Date:07/10/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've currently been on HOLD for 15+min because I wasn't given all of the heartgard that I paid for in the store yesterday. It took the *** 10min to tell me she was the wrong person. After a 23min hold, someone picked up and held the phone for 30sec before just randomly talking. I paid for 6 heartgard chewables and got 1. No one seems to know what is going on or how to fix this. I want a refund of the money I paid and will not go back to this vetco.

    • Initial Complaint

      Date:07/09/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My dog was partially groomed on 7/4/25, that it has caused itchy skin and his fur is botched. I have emailed Petco multiple times and filed a complaint and they have not responded.

    • Initial Complaint

      Date:07/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I frequently buy a tub of 50 large super worms here for my reptiles. Several weeks back, I was shopping for unrelated pet supplies for a different animals when I witnessed an employee sifting through the super worm containers on the shelf and picking out dead worms, putting the lid back on, and placing it back on the shelf. Yesterday, I stopped into the store and bought a 50 count of large super worms, took them home, then counted them. There were 27 live super worms in the container labeled 50. Petco should not sell live feeder insects if the policy is to pick out dead worms and then place it back on the shelf.

      Business Response

      Date: 07/07/2025

      Hi ****** *******,

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

      Thank you for taking the time to share your recent experience.We're very sorry to hear about the condition of the super worms you purchased and what you witnessed during your previous visit. This is not the standard of care we expect for any of the animals or products we carry, and we appreciate you bringing it to our attention.

      To ensure we can address this properly, wed like to report the issue directly to the stores leadership team. Could you please confirm the location of the store where this occurred?

      Once we have that information, we will escalate your feedback to the appropriate teams for investigation and corrective action.

      Thank you again for reaching out, and we look forward to resolving this promptly.

      Sincerely,
      Petco - The Health + Wellness CO


    Petco Animal Supplies Inc is NOT a BBB Accredited Business.

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