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Business Profile

Pet Store

Petco Animal Supplies Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Store.

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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Petco Animal Supplies Inc has 1465 locations, listed below.

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/19/2022

      Type:Sales and Advertising 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 had a vet appt on 7/18 whereby they estimated that ***** might need oral surgery and also mentioned x-rays then when I went back on 7/30, ************ said the wound looked like it was healing and he wouldn't need surgery. However, ***** still has a really bad odor coming from his mouth and I think its from the would in his gum line. I called Vetco on Wednesday morning and left a detailed message but no one called me back. It was hurtful and very upsetting because I think something is wrong with *****'s dental hygiene from the injury but they don't care and have no compassion at this facility!

      Business Response

      Date: 08/25/2022

      August 25, 2022

      *************************
      315 ************************* apt 332
      ***********, ** 07018


      Dear *************************,

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

      A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.

      Thank you again for contacting Petco.

      Warm regards,
      Corporate Office Customer Relations
      **********************, Inc.


      Case#: 04778231

    • Initial Complaint

      Date:08/14/2022

      Type:Billing 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'm being charged for a subscription to VitalCare monthly I have never used the service for my pet and don't plan on it. I signed up trying to get some coverage for my pet but have since signed up with another company for my pet's insurance. Last month was charged $21.95 from PetCo again I disabled the auto-renewal but today I see another charge. I called into the company and was told from a customer service representative that I will be charged for the next year for this service and there is no way to turn it off. I want this canceled this is ridiculous that I have to continue paying for services I've never used and don't plan on using. I want the services turned off and my monthly monies that Petco's been taking while I've never used the service this is robbery.

      Business Response

      Date: 08/21/2022

      August 21, 2022

      ************************************************************************************************** 34711


      Dear *************************,

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

      A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.

      Thank you again for contacting Petco.

      Warm regards,
      Corporate Office Customer Relations
      **********************, Inc.


      Case#: 04731485

    • Initial Complaint

      Date:08/13/2022

      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 worked for petco in 2021 and they were making me do things they knew would cause problems in my pregnancy which it did so I had to quit. I called petco numerous times for months about my paycheck and every time I talked to someone they told me they didnt have anything for me when they did for the past year and I just found out today that they actually did have a check for me and have just been holding it for the past year.

      Business Response

      Date: 08/16/2022

      August 16, 2022

      *********************************
      114 ********** Apt 20
      **********, ** 72740


      Dear *********************************,

      This communication is in response to your BBB complaint case# ******** regarding your concern with your last paycheck.  We are truly sorry about your ongoing disappointment on the issue.

      Your concern has been forwarded to the HR Department and is being handled internally. Kindly contact them directly for resolution.

      Thank you for your time.

      Sincerely,
      Corporate Customer Relations
      **********************, Inc.


      Case#: 04726420

    • Initial Complaint

      Date:08/08/2022

      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 have vital care for 5 dogs where I get 15 $5 reward every month. I spend 21 and change per dog on this plan. This month I placed an online order for ***** using 60 in rewards. They took my 60 in rewards and charged my card *****. They refuse to correct and refuse to get me a supervisor. I was double charged for the order. The online and phone support have refused to correct or cancel order.

      Business Response

      Date: 08/16/2022

      August 15, 2022

      ***************************
      5415 ********
      *********,** 77551


      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.

      A copy of your complaint was shared with the upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.

      Thank you again for contacting Petco.

      Warm regards,
      Corporate Office Customer Relations
      **********************, Inc.


      Case#: 04680144

    • Initial Complaint

      Date:08/08/2022

      Type:Product 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.
      On 8/7/22 purchased a Guinea pig from petco in *********. Immediately upon returning home with the gunnea pig, it was obvious he had an eye infection. Petcos policy is to accept returns of unhealthy animals. Upon returning the Guinea pig the next morning, ***************** said that they recently sent many Guinea pigs to their wellness center due to eye infection issues. The store manager refused to return the Guinea pig and issue a return. According to petco policy, they will issue a refund for animals that are sick or injured, but they refused. We have had Guinea pigs for 50 years, and can say this one was sick.

      Business Response

      Date: 08/15/2022

      August 14, 2022

      ***********************
      1269 ***********
      **********, ** 53066


      Dear ***********************,

      This communication is in response to your Better Business Bureau case # ******** regarding your concern with our *************** at ****************. We have to reluctantly say it was a less than par experience on many levels for you and for that we are truly sorry. The store is addressing all these issues on their end.

      We have received a confirmation from the General Manager that she had spoken with your wife and agreed to process the refund. We want to sincerely thank you for bringing this issue to our attention. We are always to improve our customer service, and your feedback is essential to that process. Please do not hesitate to contact us directly in the future if this or another issue arises again.

      Thanks for your time.

      Sincerely,
      Corporate Customer Relations
      **********************, Inc.


      Case#: ********

      Customer Answer

      Date: 08/15/2022


      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:08/08/2022

      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 have bought 8 bags of 13lbs dog food with Petco via Amazon, they delivered 7 bags of 4.5lbs dog food. I asked for replacement the goods I bought and Petco emailed me saying they are not able to replace the goods and wanted me to keep those 7 bags smaller ones +50% refund which still higher price than I go get those some where else. While I was waiting for the response from them, I went over the reviews of the product, this happened in May 2022, which means that they used those prices to absorb the customers and sending smaller bags after the customers paid for bigger bags.

      Business Response

      Date: 08/11/2022

      August 11, 2022

      Yu Cui
      9021 **********
      ********, ** 98375


      Dear Yu Cui,

      This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We are sorry for the inconvenience this has caused.

      We have checked your order and have confirmed that the item you've purchased is affected by product description mismatch. The item was mistakenly listed for (13) instead of (4.5lbs) only. Our technical team is already on top of this to update the description as soon as possible. To rectify this, we have processed a full refund as one time courtesy. You may just keep the items or donate to the local animal shelter. In the meantime, please do not attempt to place another order for this item until the error has already been fixed. We hope that we have addressed your concern to your satisfaction. If we can be of any further assistance, please feel free to call Petco.com Customer Relations directly at **************.

      Thank you again for contacting Petco.

      Sincerely,
      Corporate Customer Relations
      **********************, Inc.


      Case#: 04662542

    Petco Animal Supplies Inc is NOT a BBB Accredited Business.

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