Petco
reviews and complaints

Good Afternoon,
On Saturday October 13th I purchased a large bag of beef grain free Merrick kibble and a 60 count Hickory flavor bag of Greenies pill pockets. We began feeding our dogs these products the next day. Both boys fell ill within days. Vomiting and bloody diarrhea. Both had recently been to the vet for their annuals and were in good health. With both getting sick so close together he suspected it was a bad bag of food or pill pockets. They are now on 3 medications. I have to replace all their bedding now too. I decided to get a refund on the products so I call what I thought was the location where I purchased them on Friday the 19th. The manage was very nice and stated they would make it right, that I could use the info on my pals card to get the refund. I went into the location where I purchased them this morning (10/20)and the manage said I called the wrong store. Which is fine but I still wanted my money back. It was over $80.The manager at the location on Eldorado in Frisco, Tx was terrible. His name was Bill. Bill kept saying he couldn't use my receipt from my pals card. He offered to give me another bag but I don't need the food or pockets as my dogs are now only allowed to have rice and chicken until they recover. He said he could only give me a gift card because I didn't have a paper receipt. Never once was apologetic, just rude. After about 30 minutes of back and forth he finally gave me a refund for the food and pill pockets with his smug attitude. I have shopped this location for years and spend so much money I don't appreciate this treatment. He could have at least acted like he cared about my dogs and wished them a speedy recovery. I'll let you all offer a suggestion of how you will resolve the situation. I have attached my Petco perks card info, the products purchased and even photos of the vet and ER bills so you can clearly see that this was a serious matter and cost my family a great deal. We didn't need to be treated so poorly as we have been through enough this week.

I paid 80 with a 5 dollar tip only to find out my dog did not get her ears cleaned and nails done. I am at the vets paying them to do what I already paid your people to do.
I have been taking my lab there for years with out issue, but now you have a very young girl that feels that it's her call whether she WANTS to do this dirty job. Or the task requires too much WORK .
I would also like to add my dogs hair is oily even thow your people supposedly bathed her last night before her shave.
I understand good help is difficult to find but this has been going on for 6 months now. Had I only been charged for the shave there wouldent be an issue.
I will be anxiously awaiting for your reply.
Robert Seigneurie

Today my daughter took our dog to Petco to have her groomed and I also wanted her nails cut and hair washed and brushed I actually wanted her hair trimmed but again she said she didn't need it .This is the 2nd time I have took my dog to that location and I wasn't to pleased the 1st time but I decided to give it another try first they could sweep the floors because all there is is thick dog hair even when you're walking through the front door so when I take my dog she's got other dogs hair on her when we leave but that's not really the problem I asked her to cut my dog's nails and she gave me an excuse again this time just like she did the first time I expect to get what I paid for at least the excuse she gave was she wouldn't let her?my dog needed her nails cut that's the big reason I took her I mean if I just wanted her to be washed i would have done it.You expect if they wash her she will be clean and even her paws looked like there was mud on them how? and dirt in her nails I really don't like to complain but I am Beyond upset that a groomer can tell me my dog wouldn't let her?She should be trained to do that. Also there was a dog that would not stop barking at my daughter's she said it made her feel very uncomfortable. Anyway I just wanted to give my feedback I will not be bringing my dog back here unless things are changed thanks

I've been an online Petco customer for a couple years and was always happy. But today I was going to order a $27.99 bag of cat litter, and saw they want to charge me $33.49 in surcharges - this along with $5.99 shipping in handling. Completely absurd considering it would be shipped from a local store and delivered by USPS.

I am disabled so it is difficult for me to carry these things without risking injury. I can easily order this somewhere else without being ripped off. They have lost my business.

I went in to petco today to buy things for my guinea pig and happened to see another guinea pig in a separate cage from the others with an EXTREME eye infection. Her eye was barely open and had a bunch of yellow crusts around it. I couldn't see her other eye but I assume it was the same way. I didn't get any pictures mostly because there was associates around and I didn't want to draw attention. She was obviously sick as well. She was much tinier than the other female guinea pigs in the separate cage and wasn't moving around much if at all. I want this to be resolved as soon as possible for the health and safety of this guinea!

This is the third time I have been to this location and the service is Awful.Was not helpful at all, did not want to do a price check, would not accept a price match from there Own store Petco Unleashed. I could not even get Assistance from the manager on duty. I made my purchase and left very dissatisfied. Called a District Manager and Still have not received any effort to discuss the situation.
I am very aware of there Policy s and they did not follow them at all. The cashier Victoria looks up the On line price on a cell phone and then followed up with a response Well I have no phone to call and verify your price. She had a phone in her hand.
I agein had the Receipt in my hand from Petco Unleashed with the price ... Very Dissatisfied and I didn't even get Assistance with a 50 pound bag of dog food.

We have shopped at Petco for years. 2 weeks ago, we needed to buy Royal Canin Low fat GI food for our dog who has Pancreatitis. Because our vet was out, she wrote us a RX and told us to take it to wherever we could get it. Our dog can ONLY have this food. We looked online, and it showed PETCO carried it. So we went there, found an employee in the dog food section, and asked her where we could find this. Her response was, we don't carry that." I said, " it states online your store does." She said, " you need a prescription " so I showed it to her, which she or a manager could easily call our vet to verify . Her response was " um, there has to be a vet on staff here, and we don't have one."

What? We easily bought this elsewhere. Petco has never had a vet on staff. We believe IF this was true, than post it online AND in the store. Management could easily verify this through our vet, which is exactly what the next pet store did. This explains why Petco continues to lose customers; poor customer service, she didn't even apologize; just kept on like we didn't exist. We'll shop elsewhere from now on. Petco you do not deserve our money. Customers pay your paycheck, remember that. But no more with this rudeness from us.

We just moved down to Jacksonville, Florida from West Virginia at the beginning of August. My fiancee was a a member of core management at the store he worked at. He was told her could transfer to a store no problem. He called 3 stores with open positions on the company job board and they all told him all positions were filled and he would have to step down to a part time employee and take a pay cut. Needless to say I will never give this place my business ever again. He had been with the company almost 4 years

After spending thousands of dollars annually at this location. Asking for a little help with inventory because it wasnt on the shelf made the clerk, named christian so angry that he threw my product on the floor in front of me... It was so inconvenient for him to ring up our purchase, another mean female clerk took over and made us wait till she checked out 6 people lined up behind us, we spent an extra half an hour waiting for something that took 2 minutes to retrieve from the storeroom...in other words if you have a big purchase or a full basket of items they will put you last, this is horrible and improper customer service not to mention the mean attitude and the anger, I have never seen such unhappy mean employees, you observe the condition of the restroom, the attitude at the employee's and the complete lack of respect for their customers and you honestly think they're going to treat your pets with consideration and love? I would never take my pet they're to be groomed, after the abuse I suffered there tonight, I just wouldn't feel safe doing so. I will go out of my way to tell everyone I know at the dog park and in my community about our ungrateful unfriendly neighbors at our local petco

I went to the Edwardsville Illinois Petco store tonight to buy cat food. When I went to check out The young man gave me my total which was $43.29. This is not correct as my bag of cat food was on sale $4 dollars off when I purchased the big bag . The original price was $37.99 . I was charged $39.99 . I am attaching the picture the sign that I took in the store before I checked out . It shows the price of $37.99 for the 13 to 16 pound bag of cat food. The gentleman did not believe me even after I showed in the picture . Kept telling me that he gave me the bag for $35 well I didn't get it for $35 because my total when I checked out was $43.29 . I would like this addressed .

Dog food Product Proplan with worms. Dear, in days gone by we realized that the food that we were giving to my dog ​​contained worms. Unfortunately we realized almost at the end of the bag so we stopped giving him that bag of food amazed, scared and worried about what we had found inside the dish of the dog's food and that for so long he had been eating and went to buy another in the same place where we have been buying for months and the new bag of food likewise contained worms. I can not believe that all this time I have been giving food with worms to my dog ​​Proplan brand believing that I was giving a healthy and especially quality food and the truth this caused me a depression just thinking what has been eating my dog ​​and what this may cause.
conversed with customer service he told me that they would call me back and it's been two weeks and I have no satisfactory answer at the moment
I have with me photos of the worms
I'm Carlos Wilson
[protected]
[protected]@hotmail.com

At the West Saint Paul Minnesota Petco the care of animals is not appropriate. There is a Manager in that department named Myria and ever since she started the area with the animals have gone downhill. A canary died because no one gave it water for a week. A hamster died because two male hamsters were put in the same habitat. The cages are not cleaned properly, old food sits in the habitats, and their is a catfish that was in the wellness room that no one feed him because they didn't know how to feed them. She also sold the wrong kind of lightbulb to someone and it burned a chameleon. Her manager Don does not like animals and knows nothing about there care. Things are reported to him by employees there that he doesn't follow through on. If the situation does not improve I will be forced to call aspca or some type of animal protection agency.

I discovered a lot of empty shelf space & what appeared to be returned items piled around the registers. Tried to speak to the store mgr on several times only to be told he was not in & the asst mgr wasn't authorized. I managed to get him on the phone, he asked to call me back only never actually did so. I won't be returning to this poorly run store.

Had the worst customer service and quality of service experience of my life at this Petco. Took my 16 week old labradoodle in for his first grooming experience in July 19. Spoke with the groomer, Dovie, about not using clippers on his puppy coat so as not to damage the undercoat. She disputed the importance of this and basically brushed it off saying that was only important for show dogs. I said we just wanted a basic trim to socialize him to the grooming experience, prefer all over roughly same length, nothing shaved, 1/2 inch length minimum. She said no problem, hair looks good, could add in additional services at a discount (upgrade shampoo and conditioner + nail trim) and that it would take about 4 hours. She called an hour and a half later saying "I had to go shorter than I wanted because he was soooo matted on his back and legs. He still looks beautiful but he is not doing well in his kennel." And I could hear my dog crying in the background. He is 100% crate trained at home and we have never experienced any sort of issue kenneling him plus he is enrolled in training (not at Petco) and is doing fantastic according to his trainer. We have never had any sort of behavioral issues. We have also been grooming him with a de-matting comb at least every other day since we've had him. He has not had any experience of getting overly wet for a long time (just rain and playing in his water bowl occasionally) nor playing in mud. I rushed over to pick him up and found his body shaved with bald patches. The hair on his head and tail looked untouched except for being shaved close around his eyes and at the base of his tail. He was let out of his kennel and pooped on the floor within 30 seconds of being out. His nails did not seem to have been touched and he was covered in the lose hair that had been cut. The whole time I was there she was telling me how badly my dog needs training and pushing Petco's training number in my face. She said he was excellent during the grooming but needs extensive training to "fix his kennel issue" before he comes back. She was extremely rude and accusatory acting as if our dog is neglected and poorly mannered (which is absolutely not the case) all to push the agenda of enrolling in Petco's training and save face for her shoddy grooming job. He now fits the part of looking neglected with his choppy and uneven haircut that looks as though he was the victim of some sort of experiment or practice grooming with a shaved body and bowl-cut style head. I am not sure what she did but I do not think his entire body was matted and I truly believe a blindfolded toddler could have groomed him better. If the Wichita area Petco sees a drop in grooming clients it is likely because they've seen my dog and I was sure to let them know who groomed him. Nobody in their right mind would want their pet to look like this. I will never return to Petco for any service or item.

I recently needed to replace my catgenie cartridge. I called my local Petco and they confirmed they carried the product in store. However, when I arrived it was the wrong product. They told me to try a different Petco. I then drove across town to get to the bigger Petco to pick up the cartridge...when I arrived, it was sti the incorrect product. I was redirected by a store representative to order online. I ordered the product on July 13th and the online tracking was unavailable to me. I understand it takes 3-5 business days to receive my order, however, I received my dog food within 2 days after I placed my order and had no way of checking status on the cartridge because the online information was unavailable! I attempted to call customer service and they were incredibly unhelpful and condescending. All she kept repeating was "it takes 3-5 business days" which was not my question. So now, 5 days after I placed my initial order, I still have no cat cartridge and cannot use my $300 machine I purchased from Petco because they have made it merely impossible to order replacement products.

I will never be returning to any Petco after today never Flint michigan again. I come in so often I buy food I get my dogs groomed my mother and husband's mother use the grooming salon our family was going to get a chameleon I buy crickets for my spider. I will be a faithful PetSmart shopper from now on since they're next door with a salon I'm happy to recommend since I went there after leaving the horrid Flint Petco and I was happily greeted by PetSmart's salon members . I was SO RUDELY badly treated in your grooming today I simply needed a nail trim and i'm told is a walk in service and that I shouldn't have to call upon visiting and ive never called the salon, the two ladies didn't even acknowledge me until I said hello after standing at the counter for 5 mins, I asked if I could have a nail trim my dog is a wonderful 8 years old beagle lab mix and it's not hard for them ever I've never seen him put up a fight or have been told he's bad, the lady said no sorry we can't do that you can try and come back around 5 but I doubt then I can help you. She didn't even look him up apologize try to set an appointment up with me, I explained that they were really bad and long and he's usually really good and I was saying he should have positive notes on him and she cut me off to say no nothing we can do today. I really hope loosing my family and myself as customers your salon will raise it's customer service bar. -ashley w.

Re: Petco Grooming 15895 Pines Blvd. Pembroke Pines, FL 33027

Wednesday, July 4th I called and made an appointment for Saturday, July 7 at 9:30am for my French Bulldog, Bowser to be groomer by Maribel.
Saturday, July 7th we arrived at 9:05am, we were greeted and checked-in by Belkys. She advised that Maribel would be arriving at 9:30am and that Bowser was her first appointment and that once he was done they would call me to pick him up. At noon at received a call from someone by the name of Lourdes at Petco, advising that Bowser was ready to be picked-up. She also said that he had been such a good boy, that she loved him. I found it odd that Maribel was not the one calling me and that a total stranger that I had never dealt with nor requested to groom my dog was calling me, but I thought that maybe Maribel was busy and had asked her to call. I told Lourdes that we would be right over to pick up Bowser. Once we arrived the person that assisted us was Lourdes, so I asked her if she had been the one that had called me, she said and so I then asked her if she had groomed Bowser and she said yes. She then gave me the grooming invoice so that I would go pay for the service while she got Bowser for me.
Once Lourdes brought Bowser to the check-in area he was having great difficulty breathing and I asked the girl what is wrong with him, why is he breathing that way? She immediately said, nervously, that's the way he has been since he got here. And I said no, he was not breathing like that. Immediately the girl gave me his leash and asked to put it on him because she did not know how to put the leash on him and immediately left to go back in to the grooming area. Maribel was coming out, so I asked her Maribel why is Bowser breathing that way, there's something wrong with him. Maribel said no he's fine, and I reiterated that he was not, she then said well that's the way he was since this morning when he got here, which was not true. It was obvious that she was trying to not give any importance to Bowser's labored breathing. She then asked, have you ever brought him here on a Saturday? Because we are always really busy on Saturdays. And I said yes of course he has been here on Saturdays and he has never had any difficulty breathing the way he is right now, there is something wrong with him, she then said he's just probably stressed, take him home. She just wanted to get us out of there so the other customers would not see Bowser in that condition and how upset I was.
We live two minutes from Petco so we took Bowser home to see if once he was home in his familiar surroundings and drank some water he would start feeling better, which was not the case. Even at home he was still having difficulty breathing and pacing. It was obvious that he was in distress, so we immediately took him to our Banfield Animal Hospital. Once there, the vet technician saw his condition and she immediately rushed him to the back. Dr. James immediately examined him and advised us that his body temperature was 103.6, was short of breath, and was extremely stressed. She stated that she needed to start him on oxygen and start an IV line to give him fluids so that he could hopefully start to relax and for the temperature to come down. She said had we not brought him in when we did, he would've died because he was so stressed that he would not be able to survive that way for much longer. Bowser had to stay in the hospital for four and a half hours before he was stable enough to come home.

Why didn't Maribel groom Bowser as I had requested, when Belkys had assured us when she checked him in that Bowser was Maribel's first appointment?
It is obvious that Bowser was left unattended in front of a hot dryer to dry, which is what cause the medical emergency that could have cost his life had he not been rushed to Banfield immediately.
This experience is so far from the Petco's Mission statement: "We obsess about delivering health and happy experiences for pets and the people who love them"
We have complete documentation of before and after videos that show Bowser's condition when he was dropped off and the condition that he was when we picked him up. For the Petco groomers to try to imply that he was that way we dropped him off, I'm sure that if that were the case they would have been concerned checking him in.
After this horrible experience that almost caused my dog's life and unexpected medical bills I expect to be reimbursed by Petco for the $143.98 medical bill and the $27.00 for grooming charge. I will give Petco Customer Service seven days to resolve this in an amicable before this is escalated.

Clara Alfonso-Couso
Before/after videos will be provided upon request

We have been taking Zeva, our long haired German Shepherd to petco to get groomed for years. We have always been told her breed cannot be shaved and trimming can be done minimally, because of her coat. Since she has been struggling in the heat we took her to get groomed and bathed with a trim. The staff has always done an excellent job until Tuesday when she was completely shaved. Not only does my dog look awful following this grooming, what this employee did could permanently damage her coat, she could get sunburnt and get sick from heat exhaustion because of it. I spoke with a groomer from somewhere else and she said it 100% never should have been done, the groomer should be fired and we would have to be very careful until her coat grows back in. I am extremely upset with what was done. Not only does my dog look ridiculous, it could also negatively affect her health. I do not understand why after all these years of people at petco being adamant about never shaving her suddenly decided to do it even knowing her breed and knowing it could damage her coat.

To whom it may concern,
I recently adopted 2 kittens from a shelter and the day i went to pick them up from the shelter, i stopped by and bought a couple of items at your Van Nuys location Petco store #1503, I had a great experience the gentleman at the counter was very friendly and helpful- that day was June 9th. Being overly eager I had bought way more than the kittens needed because i wasn't sure what they would like so i bought two of everything so that they each could have their own if they wanted. A lot of the things i bought never even left the trunk of my car, one of which was a cat bed i bought from your store. I returned to the store today (July 1st 2018) to return a completely new with all the tags & never used pet bed and since i had a good experience last time I also decided to buy cat food and toys as well. When i entered the store the sales associate that greeted me was a young lady with short dyed hair and tattoos- she was extremely nice and helpful, i told her i wanted to return an item but the reciept that i brought with me was partially illegible because some lotion had spilled on it and apparently erased the ink - she said it's not a problem becuase the bar code at the bottom of the reciept was intact and that scanning that is one way they can use to access the information. So i happily went to shop for some wet food and toys, I usually buy higher end brands like Orijen dry cat food and Ziwi Peak dry and wet cat food, but i thought i would try out some of your brands after pickin out a couple of items i headed to the counter to pay and also return the cat bed. It was a different sales person - she was extremely rude and obviously didn't know what she was doing becuase she said that she can't read the reciept so i can't return that item, I told her that her coworker said to scan the bar code, and she said oh ok and scanned the bar code then she informed me she needed her managers approval which was completely understandable. She asked the manager "Daniela" for assistance, the manager approached the counter and after the sales girl explained to her the situation she said she would have to go to the computers in the back in order to check the information- which is completely reasonable. It was what immediately followed that I find appalling:
1) As the manager left the counter with my reciept she turned to the sales associate and told her to "continue checking out the next person in line" Excuse me, I was still standing there! I had a cart full of things that i wanted to purchase, and instead of asking me would i like to be checked out first or would i like to wait for the manager to come back with my returned item i was just told to "please move aside so that i can help the paying customer" How rude! AM I NOT A PAYING CUSTOMER?! But how can I blame the sales girl, she was just following her "managers leadership" . So Instead of subjecting another person to the awkward position of having to pay for their purchases with someone else just standing there with them at the counter, I quickly told the sales girl that i would like to purchase the items in my cart. She scanned everything and put them in a Petco plastic shopping bag for me, the total was a little over $80 which was cheaper than usual (I spend average of $150 a week on my babies)
When the manager got back she said that the record matches and she could process the return the item for me, but as she was walking to the counter she noticed one small pack of wet food that was still in the cart instead of in the plastic shopping bag-which brings me to my next complaint
2) the manager questioned me about that packet i said i'm not sure, it must have fell out of the bag, she said oh let me see your reciept which isn't unreasonable, i showed her my reciept and she said she saw that i had purchased 3 bags of that wet food on my reciept, I thought that that was the end of it,
see picture attached below

this is the item in question:
see picture
but the manager said she needed to check to make sure- she then proceeded to treat me like some common criminal and insisted on counting and itemizing every single thing in my shopping bag to make sure it matched the reciept. I have never been so humiliated IN MY LIFE! that day I had entered petco with a credit card, my cell phone and car keys - that's it. i like to keep my hands free when shopping becuase i tend to buy a lot so it's hard to carrry multiple shopping bags plus your own purse, so i didn't bring any big handbag or recycled shopping bag or any means of hiding merchandise where the manager might be confused in whether or not items were paid for. I had just spent $80 dollars at the store - WHY WOULD I STEAL $1.39 cat food?! This is a pet store not a jewelry store or Chanel where each little thing is expensive and valuable. As you can see from my reciept i brought three bags of the salmon recipe wet cat food (pictures above) SO WHAT IF they missed one?! WAS IT REALLY NECESSARY TO REACH INTO MY SHOPPING BAG AND COUNT EVERYTHING?! Ridiculous!
i myself am a manager, i manage a trendy Chinese restaurant in bel air - serving the rich and affluent clientele in bel air and beverly hills. if i treated my customers the way I was treated at your store i would be out of business in a month! I understand that the clients you serve at your Van Nuys location aren't as entitled and difficult to deal with so your "Manager" doesn't need to be as refined- but come on! The only reason that store is still standing is becuase of the "Petco" brand. I always remind my employees that to customers they represent our brand so they have to always be mindful of what they say and how they are representing themselves in front of the customer. Needless to say I will never return to that store, and if this manager is a correct representation of your brand then I will also never shop at Petco and I will warn others to stay away as well.