Complaint Rating:

Company information:
Petco
3601 Old Airport Road Suite C
Albuquerque, New Mexico
United States
Phone: 505-898-2450

I scheduled an appointmnent for my dog ( a 1year old pure bred collie) for a shampoo and brushing at 1:00pm. When I dropped her off, I was told it could be 4-5 hours until she was done. I then gave my contact #, and dropped my dog off. I checked back at 4:00pm just to see when she'd be ready, I was told it would be another 2 hours.

I left and went home. At 4:57pm I was called on a message telephone # (which is not the # I gave them to contact me) a message was left to call them, I didn't get the message until 5:30pm, because I rarely check that phone. I called and was told my dog had received an injury while being bathed. She hit her face on a metal rack above the tub when the dryer was turned on an received 2 gashes in her cheeck under her eye. I was very upset that she was not taken to the vet right away, I granted permission for them to seek medical attention if needed by signing a form when I checked her in. I was only called ONCE (on the wrong #) and then while Petco waited for me to respond my dog was injured, cold and wet in a cage. I am very angry as to the way the situation was handled.

Furthermore when I got there to pick her up, the girl that had been bathing her acknowledged I was there, but continued to help a lady with last minuite clippings of her dogs fur, for about 5 minutes, then answered the phone and took a personal phone call!!! Hello, my dog needs stitches and is wet, scared and in a cage, could she have been any more unprofessional!? And she did not apologize.

The manager did speak to me and explained what happened, he also admitted he did not want to take my dog to the vet because he thought I would "freak-out", I would have been more at ease knowing she was in good hands with a vet, than sitting in a cage.

I felt very sad that there are probably more dogs being neglected, and treated bad by groomers who aren't qualified to handle an urgent situation.
Petco did pay for the vet bill of about $800.00, I am greatful for that, however their staff needs better trainning, and some type of medical trainning to handle the urgency. I am filing a complaint with the corporate office as well. The photos are blurry, taken with a cell phone, but show the location of the injury.