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:05/10/2025

  Type:Product 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 writing to formally file a complaint regarding the treatment my dog and I received at one of your grooming salon locations. I have previously brought my two large-breed dogsa Lab mix and a Great Pyreneesto Petco for grooming without incident. Based on those positive experiences, I scheduled a grooming appointment for my current dog, a Pitbull, the day before he was due to be *********** Pitbull is sweet-natured, non-aggressive, and social. While he is energetic and may bark when kenneled, he does not lunge, growl, or show any signs of aggression. Upon pick-up, the grooming employee praised him, said he did wonderfully, and even expressed interest in grooming him again. However, I was then told by that same employee that the manager had decided to ban my dog from the salon. When I pressed for a reason, I was told that the manager didnt like that he barked a lot and felt nervous because he is a Pitbull.This explanation leads me to believe that my dog was banned solely based on his breeddespite good behavior and a positive report from the groomer. That is unacceptable and discriminatory. Breed-based prejudice perpetuated by a manager in a professional grooming setting is not only unprofessional but deeply concerning.I have called your customer service line six separate times in an effort to speak with a supervisor and file a complaint. Each time, I was told someone would follow up within 2448 hours. To date, over two weeks later, I have received no response, and the salon manager refuses to discuss the matter with me *********** minimum, I am requesting a full refund for the grooming service and a formal apology for the way this situation was handled. I also believe Petco should address and correct the biased decision-making allowed in its grooming facilities.

  Business Response

  Date: 05/19/2025

  Hi ******** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for taking the time to share your experience, and I want to sincerely apologize for the distressing situation you and your dog have encountered at one of our grooming salons.
  
  We have previously asked our store leadership to reach out to you regarding this issue, and I believe you have already discussed the concerns. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our manager until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + ***********

  Customer Answer

  Date: 05/19/2025

  
  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,
  
  ******** ******
  
   
  

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Have been using Petco for grooming for many years. Also buy all of our pet care and food from this store. They have a rewards program that in my opinion is a scam. At least for the free dog grooming every 8 grooming. I have two dogs whom we groom every two to three months on average which means we should have been receiving a free one one to two times per year. I have attempted for several years to start receiving this perk. I will not go into all of the excuses as to why they claim they cannot honor this perk. Today, however when I attempted to explain to two managers the situation Manager ***** cut me off and said "Sorry, I cannot help you. That is a corporate issue". Which is one of the standard answers I have received. Contacting corporate is a waste of time too. I walked away to go pay at the register once she told me she could not help. My wife stayed behind and ***** started saying she could not help because I walked away. This program is a scam. The manager is a lying, rude, unprofessional contact. Again I will not go into all specifics and I'm sure ***** will say it was all my fault because I walked away once she said she could not help. We have spent our last dollars at this corporation.

  Business Response

  Date: 05/14/2025

  Hi ****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out and sharing your experience with us. We deeply regret that you've had this frustrating situation and understand your concerns regarding the grooming perk program. We value your long-term loyalty as a customer, and were truly sorry that this has been your experience.

  Please know that we take your feedback seriously. We have forwarded your complaint to our store leadership team to ensure that your concerns are addressed. Additionally, if you would like to check if theres any issue with your grooming perk accumulation, we encourage you to contact our customer service team directly. They will be happy to assist you in reviewing your rewards status.

  As a token of our apology for the inconvenience this has caused, we have issued a $50 eGift card to your email address, which can be used for any future purchases or services. We sincerely hope this helps restore some trust in our services.

  
  Once again, we are sorry for the experience you had with our staff, and we truly appreciate your feedback
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 05/15/2025

  Thanks for a response but we have decided to end spending any more of our money with your company.

  I have reached out to customer service numerous times most recently before opening the complaint with the BBB. Just a brief history- I attempted through the store and customer service to start receiving the grooming perks which customer service finally straightened out for me earlier this year and I received a free grooming on the app.  We had our dogs groomed and I forgot to mention the perk at check out ( your store didn't mention it either). I went back to the store the same day and was told the store would not help only customer service or I could wait until next grooming.  About 5 days before the perk was set to expire we attempted to make appointments but xould not until after perk expiration date. The girl who mad appointment said they would honor it since the appointment we could get was only a few days after appointment. At that grooming we were basically called liars in that "no one would have said that" including the young lady who made the appointments claiming she never said it. Managers first words when I was explaining was " I cannot help you" so I walked away to pay. Then was told I couldn't be helped because I walked away.  

  Also just FYI. I have not received an email with a $50 gift card as stated in your response. Just another false promise that some how is my fault I'm sure. 

  Thanks Again. Formerly your Customer

  **** ****

  Business Response

  Date: 05/20/2025

  Hi **** ****,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********.  We are truly sorry about your ongoing disappointment on the issue.
  We truly apologize for the frustration and confusion youve encountered, and we understand your decision to no longer spend money with our company. We value your feedback and take your concerns seriously.

  Weve looked into the situation regarding the $50 gift card and can confirm that it has been resent to your inbox. Please check your email, including your spam or junk folders, in case it was directed there. We want to make sure you receive this as promised.

  We are truly sorry for the issues youve faced with the grooming perks and the lack of support from both the store and our customer service team. This is not the experience we want for our customers, and we understand your frustration.We appreciate you bringing this matter to our attention, and we will work on improving our communication and service in the future.

  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 05/26/2025

  Your concern is noted. As is the fact that the confirmed message you spoke of has never reached my e-mail. And yes, I did check all of the possible file locations. It is not there.  I get it. Your e-mail system works as good as your perks app.  

  Mark 

   

• Initial Complaint

  Date:05/01/2025

  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.

  See attached letter .....

  Business Response

  Date: 05/08/2025

  Hi ****** ********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are very sorry to hear that you have not received the additional case of food from your past two orders. We understand how frustrating this must be, and we sincerely apologize for the inconvenience this has caused.
  

  To resolve this, we have filed a trace for the missing package to investigate further. Additionally, we have issued a refund for the lost cases of food from both orders. The refund should reflect on your account 5-10 business days after processing.
  

  We appreciate your patience as we work to resolve this issue.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

  Customer Answer

  Date: 05/08/2025

  The issue of terrible phone customer service agents should be addressed also. I realize they are based overseas, but that is no reason for them to be so rude to customers needing assistance. They should also honor requests to speak to  supervisors, and not abruptly disconnect calls. This type of behavior has occurred more than once . Maybe random quality control calls should be made from the corporate office to identify and remove these rude customer service agents

  Business Response

  Date: 05/13/2025

  Hi ******,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********. 
  
  We are truly sorry about your ongoing disappointment on the issue. We sincerely apologize for the frustration you've encountered.
  

  We completely understand your concerns about the quality of service you received. Please know that we are committed to providing respectful, efficient, and helpful support to all our customers, regardless of where our team is based. We will take your feedback seriously and work on improving our processes to ensure this doesnt happen again.

  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 05/22/2025

  
  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,
  
  ****** ********
  
   
  

• Initial Complaint

  Date:04/28/2025

  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 dog has received grooming services from PetCo for 5 years now. Hes usually groomed at the ****** location. In February 2025 the ****** location was booked, I then scheduled with the ******************** location. When we arrived the groomer was rude. She called an hour later and asked for my pup to be picked up. She said he was uncomfortable. I scheduled an appointment with the ****** location April 19th, 25 for April 27th @ 2:15pm. At 9am the location called and said they would not see my pup due to notes in the system of him having hip pain and his p**** sticking out. PetCo has no policy that say the such, they have never informed me of any policy and further more hes been seen by their vet who has never mentioned any such issues. PetCo has been negligent because if this is the policy they have never provided it and have put my dog at risk. Furthermore PetCo request they must be informed of cancellation 48 hours in advance, I was not and it was an inconvenience. I have requested policies and any medical documents to move further with legal counsel.

  Business Response

  Date: 04/30/2025

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

  Thank you for taking the time to share your experience. Were sorry to hear about your recent experience at the ******************** and ****** locations, and we truly regret that the service you received did not meet your expectations or reflect the level of care we aim to provide. We have previously asked our manager to reach out to you regarding this issue, and I believe you have already discussed the concerns. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our manager until it is resolved.

  We appreciate your loyalty over the past five years and take this matter seriously.
  

  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  
  

• Initial Complaint

  Date:04/27/2025

  Type:Product 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 purchased a vaccine package for my puppy through Vetco Clinics. I was only able to use three vaccines before selling the puppy. The new owner is not interested in using the remaining services. When I contacted *****, they informed me that they do not offer refunds. I feel it is unfair to pay for services that cannot be used, especially since the circumstances changed unexpectedly. I am respectfully requesting a partial refund for the unused portion of the package.I would like to receive a partial refund for the services that were not used.

  Business Response

  Date: 05/01/2025

  Hi ******* **********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  A copy of your complaint was shared with our ***** team to ensure that this will be addressed accordingly. We were advised they will reach out via their platform to resolve and they will be issuing a refund for the pending package services. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our ***** team until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  
  

  Customer Answer

  Date: 05/01/2025

  
  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,
  
  ******* **********
  
   
  

• Initial Complaint

  Date:04/26/2025

  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 was ordering dog food. The food I selected advertised 10% off $50+ when you buy online and pickup in store. The food was $74.98 so it should qualify. But upon checkout there was no discount. I did the customer service chat and they said some brands/products were excluded. But it does not show any exclusions on the page for the food that was showing the discount available. And there was no asterisk or anything showing any terms. It just said 10% off $50+ for pay online and pickup in store. I feel this is false advertising of a discount and very misleading to customers.

  Business Response

  Date: 04/30/2025

  Hi ******* *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for contacting us and sharing your experience. We sincerely apologize for the confusion regarding the 10% off promotion for online orders with in-store pickup.
  While the promotion does apply to qualifying orders over $50, some brands and products are excluded from this offer. We understand that these exclusions were not clearly communicated on the page you viewed, and we truly regret any frustration this caused. Your feedback has been shared with our team.
  

  Upon checking, one of our customer service applied a 10% discount to your recent order to honor the promotion as it appeared to you.
  
   Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:04/25/2025

  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.

  Petco grooming in ****** on ************************** hurt my dog. They called me ********************************************************** to come back and pick up my dog Thunder. When I arrived I saw blood pouring out of my dogs nose and mouth. They informed me that they let my dog slam his face and head against a bath tub causing significant injuries to his nose and causing a tooth to crack. The blood was very significant and they were doing nothing to control this. My 10 yr old child had to witness all of this. This was traumatic for my dog and for my child due to Petcos negligence

  Business Response

  Date: 04/29/2025

  Hi ********* *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are truly sorry to hear about the distressing experience that you, your dog Thunder, and your child went through at our ****** location. Its heartbreaking to hear that he was injured, and that your child had to witness such a traumatic event.
  
  We have reached out to the District Manager regarding this matter to ensure that this will be addressed accordingly. We were advised that he was in contact with you, and they are actively working on the case. They are currently completing a check request for reimbursement. To ensure a smoother and more direct communication, we will be directing all follow up regarding this matter through our district manager until it is resolved. We will also review this matter thoroughly to prevent such an incident from happening again.
  
  Again,I am so sorry for what you all experienced and thank you for your understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:04/22/2025

  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.

  I purchased the vital care subscription for my dog, as always cause I am a 5 yes long member, and took my dog to get his free nail clippings (it's part of thr subscription) and was turned away 3 different times saying they couldn't clip my dogs nnails! Out of the 5 years I have never had this issue! And when I called expressing my concerns I was offered a $4 refund

  Business Response

  Date: 04/25/2025

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

  We apologize for the inconvenience youve faced with the nail clipping service. We understand how disappointing it must be, especially after being a loyal member for five years.
  

  Regarding the refund, since rewards were used on your purchase, were unable to issue a full refund. However, as a one-time courtesy, a $4 partial refund has been processed, which should reflect in your account within 5-10 business days.
  

  We truly appreciate your loyalty to Petco, and were sorry for any frustration this situation has caused.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:04/22/2025

  Type:Product 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.

  On April 21, 2025 my husband took our dog T Bear to get some medication and 2 injections.We should only been charged $110 and was charged $170.00. He was also wormed by ******** and didn't need it and it was in the amount being charged. We want a refund of $60.00. I contacted the Office Manager and didn't get no where. Please help. Thank you

• Initial Complaint

  Date:04/19/2025

  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 bought two ferrets on March 26 at Petco in ***********, **. The *** said to bring them back within 30 days if they are sick, and theyll take them to their vet. One ferret got ill, and I called the store on April 16. The *** said to bring him back at noon, and theyll take him to the vet. At the store, the male *** said that he would reimburse me because they needed to take custody of the ferret to take him to the vet. I had no idea about this. I asked him if I could come back later that afternoon, so he said he wouldnt be ready the same day, and that I might need to wait a few days if he gets medication. I expressed my concern, but he said not to worry, that theyll take care of him. I called on April 17, and the *** said he hadnt heard back from the vet. He asked me not to call back and said theyd call me when ready. Today, 4 days later, they never called, so I went to the store and a lady said he was in the back room. They needed to keep him for at least 10 days, and if hes not better, theyd take him back to the vet and could remain there even longer, and of course, she reminded me that I got reimbursed in other words, I dont have any rights. I contacted Petcos customer service and explained that they didnt explain in advance how the process works and what to expect. I also told the *** I would sign whatever paperwork to take him back today, April 19. Had I been told the process in detail, I would have taken him to my vet instead (this is my 6th ferret). The *** apologized and said the issue would be escalated and an email would be sent to me within 48 hours. So, I didnt solve anything, and by the time they investigate, it will be at least two weeks since they took our ferret away.

  Business Response

  Date: 04/25/2025

  Hi ********* *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the confusion and frustration you've experienced with the care of your ferret. We understand how important your ferrets health is to you.
  
  Please know that your ferret is currently under the care of our vet team, and we are doing everything we can to ensure he gets the best possible treatment. At this time, the ferret is still receiving medication and cannot be returned until he is finished with his treatment. Once the vet has confirmed that he is well enough and ready for sale, we will contact you immediately.
  

  We appreciate your patience as we work to ensure your ferret receives the proper care.
  

  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

  Customer Answer

  Date: 04/27/2025

  To whom it may concern,

  I was not confused. I acted based on the information and treatment I received at your store. Your employees dont know how to perform their jobs or provide information clearly.

  We went to the store late afternoon on Thursday, April 24. We asked for a copy of the policy related to this issue, but they couldnt find it. The store employee said, We dont have it because you should have it with your paperwork. We looked at our paperwork, and we didnt have that. That store currently has about six ferrets in a small fish tank. If someone buys one, they wont be able to have a copy of said policy, because it simply doesnt exist.
  There should be an option to allow owners to continue the care at home with documentation that would allow us to assume that responsibility.

  Clearly, you dont care about animal welfare. Keeping the ferret at home would be less stressful than keeping him in the back room alone. I bet your employees may be forgetting that hes in there. They only know about him because we call and go to the store often. 

  If you are genuinely concerned about a medical liability, you should provide a vet statement.

  I called customer service three times and was told that someone will call me back the same day. No one ever called me back.

  We were told that the ferret was coming home today, Sunday, April 27. Yesterday, I received a call from the store (the first one in two weeks) saying it had to be tomorrow.

  Do I need to say more? Because there's more.

  It's unbelievable that such a business still operates in this manner.

  ********* *******

  
  

  Business Response

  Date: 05/06/2025

  Hi ********* *******,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********.  We are truly sorry about your ongoing disappointment on the issue.
  
  We sincerely apologize for the frustration and confusion youve experienced during your recent interactions with our store. Please know that we take your feedback seriously, and we are committed to addressing these issues. We have forwarded your message to our General Manager for a thorough review. Once we receive a response, we will be sure to update you via email.
  
  We appreciate your patience and understanding as we work to resolve this matter.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health + Wellness CO