Complaints

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

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  Petco Animal Supplies Inc

  10850 Via Frontera San Diego, CA 92127-1705

• 

  Petco Animal Supplies Inc

  9125 Rehco Rd San Diego, CA 92121

• 

  Petco Animal Supplies Inc

  10410 Friars Rd San Diego, CA 92120

• 

  Petco Animal Supplies Inc

  154 Encinitas Blvd Encinitas, CA 92024

• 

  Petco Animal Supplies Inc

  2749 Via De La Valle Del Mar, CA 92014

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.

• Initial Complaint

  Date:06/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ******** filter died so i contacted petco and was assured it would be delivered on time that day, paid the tip paid for the order instead of going through amazon. As of 9:21 am saturday 6/1/24 no order has arrived and i have dead fish. Called and got refund immediately but no compensation for the fish or offer of discount after blatently lying to me about the delivery time(cust service said it would be here after 4 pm today). Petco assured me that the phone call was recorded as when i ordered it she told me tomorrow and i insisted on today as advertised and she assured me it would be same day. Because they lied family pet has died.

  Business Response

  Date: 06/03/2024

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about the experience you had with your recent order of a fishtank filter from Petco. We understand the distress and disappointment caused by the delayed delivery, which ultimately resulted in the loss of your family pet.
  
  I am pleased to hear that you received a prompt refund for your order. We have also sent you a $20 electronic gift card to help offset the loss of your family pet. This is a token of our apology and commitment to making things right.
  
  Once again, I offer my deepest apologies for the loss of your family pet. Please accept our condolences and our commitment to making things right.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:05/31/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 did not sign up for Petco ********** nor have I used it. I contacted them over a month ago. They said they would handle it. I just received another pending charge today for $24.99. Other dates I was charged $24.99 are as follows: 10/29/23, 11/29/23, 12/29/23, 01/29/24, 02/29/24, 03/29/24, 04/29/24 and now pending 5/29/24.I need these charges stopped. I don't even own a pet.. I picked up my daughter's dog after she had him groomed at Petco, Moline, IL 61265.I want these charges stopped and reimbursed for what I paid.Obviously, this appears to me to be a scam. Thank you for your help.

  Business Response

  Date: 06/06/2024

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about the charges on your account.
  
  We have previously forwarded this complaint to our manager and I believe they have reached out to you to discuss this matter. They confirmed that the plan has been cancelled and appropriate refund has been provided.
  
  Please be assured that Petco is committed to customer service. We highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 06/06/2024

  
  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

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 name is *************************** and I have a complaint against the Petco Store located at ************************************************. The phone number is ************. I took my dogs ***** and ***** for rabies shots and heart guard tests to the Petco Store as referenced above and paid for the tests at the tune of $437.00 and then I called Chewy.com for the medicine for heart worms and flea protection. Every time Chewy called them they did not pick up the phone to approve the heartguard test results. I paid Chewy $377.00 for the medication that should have gotten it a week ago. My dogs are unprotected from mosquitoes and can very sick as a result of this. So I called Petco and they cannot get thru to the clinic inside the Store. I am a 71 year old Pet Parent who takes excellent care of my animals and I do not want to see anything happen to them because I Love and Cherish my animals and I treat them just like people. You would not put a person through this so why a beloved pet. I am really worried about my dogs because they aren't getting the meds that they need to stay healthy and safe. There has got to be a reason why that they are not picking up their phone. This is just insane and and the clinic is inside the Petco Store. This is just plain crazy and needs further investigation.

  Business Response

  Date: 06/04/2024

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ********. Thank you for reaching out to us with your concerns about the Petco Store located at ***********************************************************************************************. We apologize for the inconvenience and distress you've experienced as a result of the issues with the rabies shots and heartworm tests for your dogs,Mandy and Saxon.
  
  Regarding the issue with the clinic inside the Petco Store not picking up their phone, we have reported this matter to the appropriate department and our Area Operations Manager has confirmed that he has left a message for you to discuss this issue.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:05/31/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 am disappointed with the lack of attention and support for a loyalty program issue that I am having. I first called Petco customer service about this issue on January 12, 2024 (4 and a half months ago). The case number is ********. The problem is that despite repeated purchases of dog food bags, none of the purchases ever register within my loyalty program, which always shows 0 bags purchased. This is despite the fact that I can see my complete purchase history on their web site.I have provided this information and evidence via email with details and screenshots, but only received vague answers with no context or helpful information. At one point, it was stated that the issue was "fixed" and they were going to close the ticket, even though clearly nothing had been resolved. At another time it was stated that I had not activated the nutrition perk (which by the way is a ridiculous concept to have to activate it after having already joined the loyalty program). This was not true as the customer service rep could tell me the date that I activated it and the mobile app confirms it as well.I have called and emailed multiple times. Each time the kind customer service rep is apologetic and assures me that the issue will be escalated to their IT department. I have also twice been promised a call back with no response. I understand that IT issues can be difficult, however, it is clear that this issue is getting zero attention over the past 4 months.

  Business Response

  Date: 06/03/2024

  
  Dear ***************************,
  
  This communication is in response to your Better Business Bureau Case # ********. We are sorry to hear about the loyalty program issue you've been experiencing with your Petco purchases. I apologize for the frustration and disappointment you've felt as a result of our lack of attention and support.
  
  I have reviewed your case (********) and am sorry to hear that despite multiple attempts to resolve the issue, you've received unclear and unhelpful responses. I was able to check the status of the ticket with our IT Team and they confirmed that you have valid food club transactions under Pals #*********.However, due to incorrect mapping, the perk are not accounted so you are not getting the benefits. For the meantime, we have sent to your email address an $85 electronic gift card in replacement of the free bag coupon while our IT Team is fixing the issue.
  
  Once again, I apologize for the lack of attention and support you've received, and I appreciate your patience and understanding. We value your loyalty as a customer and are committed to resolving this issue as soon as possible.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO                            
  

  Customer Answer

  Date: 06/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The business has taken intermediate action and plans to work toward a permanent resolution. 
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Order ***************, placed on May 26, 2024, got canceled. I used several gift cards for payment. On May 27, I got an email saying the refund e-gift card was sent, but I haven't received it. I reached out to customer service, but their responses, both through email and over the phone, have left me feeling more confused.

  Business Response

  Date: 05/31/2024

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience in placing an order.
  
  We check our records and found that an electronic gift card amounting to $140 has been sent to your email address on May 29, 2024 at 8:44 PM. Please check your spam or junk folders if you dont see the email in your inbox. You may also provide a different email where we can resend the eGC.
  
  Please be assured that Petco is committed to customer service. We highly appreciate your feedback as it will assist us in becoming better at what we do.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  
  

• Initial Complaint

  Date:05/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 took my kitten to the vetco clinic for vaccinations at *************************************************************Doctor refused to give vaccination to my kitten saying my kitten is fractious but it's lie. They were just being racist. my whole family were there and my cat never tried to attack anyone.. doctor just opened cat carrier and closed it right away without even checking anything. and treated us like we are crazy. ********************************* License Number: 5/13/2024 Vet *****

  Business Response

  Date: 05/20/2024

  Hello,

  This patient was seen in ********** and we cannot respond to this.

  Business Response

  Date: 06/06/2024

  Dear *****************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience in one of our Vetco clinic.
  
  We have forwarded this to the appropriate department and they confirmed that they will directly reach out to you regarding this issue.To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our Vetco Clinics Specialist until it is resolved.
  
  Please be assured that Petco is committed to customer service. We highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:05/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 needed to get vaccinated And they offered a free exam to new patients. I made my appointment online and they sent me a coupon via email for a free exam to be presented at time of exam. When I arrived at my appointment the next day, which was today May 24, 2024 I was told waiting for 30 minutes that the coupon was not valid, I could have $25 off the $75 examination fee. I asked to speak to a manager and the manager told me that they do not accept coupons. I asked if it was false advertising in his opinion he said no standard. So if it was not Why would they email it to me?This feels like a bait and switch and shady business practices that are very misleading and predatory I also chatted with customer service for **********************/********************** and the only thing they offered me were personal and sincere apologies which I find insulting I would like to be refunded the $50 difference that I paid for the exam I was represented to be free

  Business Response

  Date: 06/04/2024

  Dear *******************************,
  
  This communication is in response to your Better Business Bureau case # ********.I am sorry to hear that you experienced difficulties with your recent appointment at our veterinary clinic. We take all concerns seriously and would like to apologize for any inconvenience or frustration caused.
  
  We understand that you received a coupon via email for a free exam, which was presented as part of the new patient offer. We regret that this coupon was not accepted at the time of your appointment. We have reported this matter to the appropriate department and our Area Operations Manager has confirmed that she will be following up to discuss this issue.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  
  
  
  
  

• Initial Complaint

  Date:05/27/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Friday may 24th Tried placing an order that had a 20% off promotion for the item; only for the promotion to not apply.Spent an hour on hold when I called the first time Support chat told me that the ONLY exclusions were repeat deliveries, RX brands, and out of stock items, but today (Monday may 27th) changed the terms to include same-day delivery orders when it's the last day of the promotion Promised to call multiple times over the weekend only for them to not call at all and only laugh at me when I called them

  Business Response

  Date: 07/18/2024

  
  
  Dear **** ******,
  
  This communication is in response to your Better Business Bureau case # ********. We apologize for the inconvenience you experienced when attempting to apply the MEMDAY20 promotion code on your order. We understand that you wanted to take advantage of the offer, but unfortunately, the product was not available or out of stock for same day delivery so the promotion cannot be applied.
  
  We strive to provide our customers with the best possible shopping experience, and it's unfortunate that we were unable to apply the promotion. Please know that we value your business and appreciate your understanding in this matter. We hope you will give us another chance to serve you in the future.
  
  Sincerely,
  
  Petco - The Health + Wellness CO                           
  

  Customer Answer

  Date: 07/18/2024

  there were OVER *************************** and the store itself CONFIRMED that there was plenty more available for same-day delivery, so, you need a better lie

  Business Response

  Date: 07/23/2024

  
  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.
  
  Although the product was in stock at our store, we regret to inform you that we cannot accommodate same-day delivery order if it shows as out of stock on our website. We apologize for the inconvenience this may cause and want to assure you that we have recorded this issue in our system, ensuring that we can better assist you with your order in the future.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 07/23/2024

  once again when it was telling me AVAILABLE for same-day delivery 

• Initial Complaint

  Date:05/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Apparently this company doesnt take checks or at least this location doesnt take checks even tho the week before when I was in they accepted someone elses check.

  Business Response

  Date: 06/01/2024

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience in one of our local store.
  
  We reached out to you via email to gather more information about the type of check you'd like to use and the specific store location, so we can better understand the situation and seek their input on this matter. Could you kindly review your email inbox and spam folder for any new messages? Once you've found the relevant message, please respond with the necessary details.
  
  Please be assured that Petco is committed to customer service. Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + ***********

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 going to Petco and was very happy. They were not only grooming my dog but also used the VETCO services. Recently I saw Dr. ************ who told me she was concerned in two separate visits about my dog and an apparent heart murmur she has. Recently I saw ************** at the same office for another visit. She also checked the heart, and found minimal problems, and told us to do nothing. ************** put us at ease, but because of Dr. ************** remarks we can longer get our dog groomed by PETCO and use the coupons I get as a ********** member. I have now changed to PetSmart. My dog had a grooming the other day, and there was nothing wrong with the grooming, and also why does PETCO Corporation not allow a dog to be groomed there? My concern is two fold, different opinions on my dog Chanel, and a policy banning my dog from being groomed at PETCO while other companies have me sign a release. If one company can do it why not another?

  Business Response

  Date: 05/02/2024

  We can confirm that this pet is a patient of Vetco Total Care, not Vetco Mobile Vaccination Clinics. This review was placed in the Vetco Clinics platform.

  Business Response

  Date: 06/03/2024

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience in our Vetco Total Care.
  
  We have forwarded this matter to our Hospital Area Operations Manager and requested for them to reach out to you for resolution and to discuss this matter.
  
  Please be assured that Petco is committed to customer service. We highly appreciate your feedback as it will assist us in becoming better at what we do.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO