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1.5 583 Reviews

Petco Complaints Summary

72 Resolved
500 Unresolved
Our verdict: With Petco's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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6:38 am EDT
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Petco Injured our dog and lied to us

I have a problem with petco and i'm wondering what my next step should be. Here's a bit of the back story.

Our dog had been sprayed by a skunk in september. It was a small spot on her chest, but as you can imagine it smelled horrible. We brought her to petco because they have a grooming service that claims to take care of the problem. A few days after she got back, we noticed that she appeared to ahve some sort of infection and her skin was flaking off over here entire body. This made absolutely no sense considering the fact that I have dealt with animals that have been sprayed before and this had never happened. It wasn't just in the area that was sprayed, it was her entire body. As I said, the skin was flaking and smelled horrible, like rotting flesh.

We went back to petco and spoke to the man that had actually given her the bath. Much to our surprise, he advised us that they had a problem with a particular product that had actually caused dogs to get infected in the past. He went on to tell us that the skin would flake off the dogs. He said that due to this, they had stopped using the product for awhile, but for some unknown reason, began using it again. We were told to take the dog to the vet to get antibiotics and petco would take care of the vet bill.

But there was an even more surprising part. This same employee also told us that they have also had problems with their spray bottles. He said that the bottles aren't washed properly and they had a problem with fungus growing inside the bottles. This could have also been part of the problem.

So we went to the vet who confirmed an infection. When we tried to bring the vet bill back to petco, we had a difficult time reaching the manager. Each time we visited, she was either in a meeting or mysteriously unavailable. When she was available and we were able to speak to her, she twice denied receiving any fax from the vet, despite us knowing that the vet sent the fax. When she finally made sure she received the fax, the manager said that they would not pay the vet bill. She then said that there has been no other reported incidents in the past and there has never been any issues with their products or with their bottles.

We ahve tried several times to get this resolved with the local store, but that got us nowhere. Eventually we called the toll-free customer service number. Several times, we were promised a call back. And each time, we would wait 7 - 10 days. And at the end of the 7 - 10 day waiting period, we would call back and were again promised a call back.

We finally received a call back from the district manager today who simply said that thy have "protocols" in place for cleaning the bottles. She didn't address the issue with the chemical that caused the problem as well. When I informed her that we have good evidence to show that those procedures weren't followed and we were made promises, she said she could not do anything about it and would have to have someone from "risk management" (Or something like that) call me back.

I am thinking about taking this to district court to get them to pay for the vet bill as promised. We have the statements from the vets to help our case. But on top of that, we also have the conversations with the employees on audio tape. We have the employee talking about the fungus in the bottles plus the product that caused the same exact issue in other dogs that have been taken to petco for grooming. We also have the manager denying that there has ever been any problems in the past. We live in a "one party consent" state so I know there are no legal issues with the recordings. If this does go to court, we will also be able to use those items in court. And since this is a civil case and not a criminal case, we really only need a preponderance of the evidence.

I feel we have a really strong case, but was hoping to avoid having to go to court. We have tried addressing this by every avenue we could find but it seems like we have reached a dead end, and it seems like we are just being strung along with promises of calls that never come. Is there something else we should do or should I just go ahead and file the paperwork for court?

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JPage
Alamogordo, US
Oct 24, 2010 10:25 pm EDT

I would google and contact Peta and give them the address of this Petco. They will put pressure on them. Hope this helps.

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Petco - P.A. L.S. Is a scam

Petco claims that when enrolled in their P.A.L.S. program, if you purchase 10 bags of dog food, they will send a coupon for a free bag. After purchasing 10 bags of dog food, staying with the same size and brand I received nothing. When I contacted their customer service department, the gentleman was very nice and told me that he would have another coupon...

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12:38 pm EST
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Petco Awful company

I bought a 2 month old female rat on 12/16/09 with a 15 day guarantee. Her name was Alice by the time we got home, and she was very sweet. I fell in love with my precious new baby instantly. The night we got her home, she perched on my shoulder, peeking her head out through my hair just to check what was going on. The sweetest pet I have ever owned. By the time I got to work 12/18/09, my roommate was calling me to tell me something was wrong with Alice. When I got home, her left eye was bulging out of her head, her whole left side was paralyzed. Working for a neurologist, I see stroke patients every day Mon-Fri, and my poor Alice showed the same signs of having suffered a stroke, as a human does. Taking her back to PetCo, I was there arguing with whom I assume was the manager. The treatment this poor rat, and myself received was beyond poor, I was disgusted. Alice could not move her left side, her left eye was bulging out of her head, and she could not move her head well. The assumed manager was also rude and snappish to the employee helping out, who was also a vet technician for fours years, agreeing with me about it being a stroke. Being talked down to by this manager, I felt like a terrible person for bringing Alice back to them. I had even said, I don't care if you don't return my money, just seek medical help for her, put her down. A stroke is un-fixable, there is no way to repair the damage that was done to this poor baby. An hour and a half later, I signed a refund slip, and the nice employee at the cashier volunteered to clock out and take Alice to the vet right then, instead of letting PetCo wait to do it at their convenience.

Calling this morning to check in and see what their vet said, PetCo told me she had suffered internal bleeding and had been put down, stating their vet found it to be because of "improper handling." I do believe I handled Alice quite like I would a newborn infant - with gentle hands and a careful eye as I put her back in her cage. Also, internal bleeding, whether it be a human or an animal, would not have shown such signs if they were internally bleeding, unless it was a bleed in the brain (a hemorrhage stroke.) To say the least, I will never buy another animal or pet product there, EVER. I will also discourage people from shopping there, as well. The service was insulting, and the misery that poor rat - that I had had for only two days - suffered by the manager in that store - save for the sweet cashier who clocked out during her shift to take Alice to the vet - wanting to argue and blame me for state of the rat was despicable.

I can only hope this note reaches enough people, so they are warned against shopping for pets at PetCo.

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freakz98
, US
Feb 17, 2012 5:38 am EST

This is a sad story but all to common for Petco. The care given in the store is usually exceptional because the store level associates still care about animals, the same can't be said for Petco's senior management, their concern is $ plain and simple. Petco's motto is ”animals always come first” which should say animals always come first unless it costs too much. This why the company chooses to use ### animal vendors who keep and ship the animals is horrible conditions, usually resulting in sick animals. Most stores do their best to get those animals treated and back to good health before they find the animal a good home but often times the symptoms of certain illnesses don't present until it's too late. I know that this was posted some time ago but hopefully people still read it while searching the net.

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ecogrady
Phoenix, US
Dec 07, 2010 7:03 pm EST
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I too have had issues with the quality of the care provided to the animals at Petco

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9:36 am EST
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Petco Nightmare

PETCO has been a nightmare. A simple problem has taken 7 months with little result. PETCO promises a free bag of dog food after ten purchases.

Mine was due last May! The corporate office in San Diego refuses to connect customers to anyone but their out-sourced customer service line in Philippines.

By calling extensions at random, I've only reached Accts. Receiv. staff..Very nice people, but they received little help from their C.S. staff.

I did receive a letter with no return address or logo, with a "gift card." Missing were the two food coupons promised for the exhorbitant time I've wasted trying to resolve this minor problem.

Suggested a local vendor simply be allowed to provide the two bags so corporate could reimburse the store.

Nope. Local managers aren't allowed to call corporate. This is one of the most poorly managed customer service experiences I've encountered in my life. No wonder they aren't traded publicly.

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9:11 pm EST
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Petco Bad customer service

I took my my 3 yrs old son to this vacaville, ca Petco store.. my loves animal and he was so xited to see all the animals and bird.. he wanted to take few pictures with the animal so took 3/4 pictures and here comes the manager and telleing me they dont allow taking pictur inside the store..I saw 5 mints before kids taking pictures ith birds...so I asked him to have a sign next time, and how abt thoes kids taking pix? his answer was my 3 yrs old son was disrespectful to the store..I just didnt get the point..I guess he is not used to seeing diff kinda ppl in the store..never going back to this store again...avoid

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Ash_C
, US
Dec 08, 2010 2:53 pm EST
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Or you could just not have your kid take pictures in the store. So the manager didn't catch the kids doing it earlier, big deal. Alot of stores don't allow you to take pictures of their products, etc. Deal with it.

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7:49 am EST
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Petco Lazy groomers

Brought my dog to be groomed at Petco in Edwardsville Ilinois.It was his second time there. The groomer I had previously took off that day and cancelled my appointment. The sub took my dog. I had the most expensive treatment Best of Show and Shedless.She said the shedless treatment would be an extra 25 minutes. The first time I was there it took two and a half hours. This time I saw the groomer out in front of the store smoking after an hour. My dog was returned to me wet, dazed and unfinished. I also had to pay first. Never again.

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kari7385
Earlville, US
Jun 10, 2010 1:44 pm EDT
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we go our little dog groomed at a Petco in the chicagoland burbs. He came back will little knicks and cuts all over his body. And yes, we had to pay full price.

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knh101
Austin, US
Jun 10, 2010 1:42 pm EDT

they could have checked the dog before smoke time but it could have not been the groomer

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7001
Troy, US
Jan 19, 2010 4:18 pm EST
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People are stupid. If you don't say something to a general manager or a manager that is on duty then you won't find out the other side of the story and nothing can be done about that lazy groomer. The dog was probably drying while she took a break and if you went and left after they handed you a wet dog their was your chance for making it right.

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Ogr8ys1
Cadyville, US
Dec 03, 2009 9:35 am EST

Sorry, but I don't think it's a case of the groomer being lazy because they were outside smoking a cigarette after an hour - maybe because your dog wasn't dried properly I could see the lazy comment. I've been a groomer for almost 25 yrs., not with Petco, and what people don't seem to understand is that if you see a groomer not working specifically on your pet while it's in their care the main reason is drying time. Most groomer use kennel dryer and then fluff dry when the dogs are damp. I'm sorry that your dog wasn't dry, there's no reason to send a dog out damp when done correctly, but don't assume groomers are lazy because they're not actively working on your dog every moment it's there.

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7:35 am EST
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Petco Gift card scam, poor service

Have a gift card, better use it fast, they will take your money $2. per. month. Don't ask to check your balance, with an attitude they tell you to call 800 #. This is what service has come to. Poor! Hidden damages on merchandise. Poor selection! Have taken my business to Petsmart, friendly, customer is respected, with a smile, thank you for shopping at Petsmart. We have both stores, guess the Petco won't be there long. Good for them, won't miss them at all. This was not always the case, they joined the scam card, poor service club.

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serious1
suwnee, US
Sep 23, 2010 12:03 pm EDT

i had a gift card for about 9 dollars. i had it 4 months when i went in to use it. i was told it was INVALID! i did not use it. it had been in my wallet all that time right beside my other cards. i knew they were wrong but i could not prove it. (you have to do what they say.) on top of that, they looked at me like I was trying to rob them...for $9 bucks! i would not go to that trouble even if i WAS a cheat. BEWARE. if you can't shop at petsmart and have to shop with these people, be careful. if you get a gift card you better spend it before you leave so you can say, "hey, what do you mean it's invalid? you just loaded it yourself!" are they cheats or idiots?

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K1089
, US
Dec 22, 2009 8:12 pm EST

Petsmart is a horrible store! They source their companion animals from breeding facilities that are known to abuse their animals. Supporting Petsmart is supporting animal cruelty. Petco does not source from these vendors. Petco also has a much better selection than Petsmart especially in the food section. Petsmart's food selection is of poor quality brands while Petco has the largest selection of holistic, natural and premium foods.

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groomer
, US
Nov 20, 2009 5:52 pm EST

PetCo stinks all around as a corporation. Ask their employees too! PetSmart Rocks!

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Petco - Grooming accident

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...

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12:33 am EDT
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Petco Expired food still on shelves being sold

On 9/01/2009 I went to Petco in Sterling ( store number 1892). I purchased some bird treats for my birds. When I got it home and tried to feed to my flock, they all wouldn't touch it. I did have a strong odor about it. I looked on the back and it had expired about a week .

on 9/03/2009 I went to another store in Herndon Va to exchange my product. That ws fine. I went back to the area where they had the bird items and found my same product. I looked around a bit and noticed that there was a large container of Laubers that had expired 7/26/09. OMG. I looked around and found 5 more problems with expired stuff. I told the manager and she said that the stuff shouldn't be on there. I shared my concern that is that why those items are put on a managers special. She said no, the mangers specials are done well in advance and the date has nothing to do with that . If an item isn't moving then a sale would occure. She seemed a little bent out of shape.
I asked her was Petco wanting to make as much as they could no matter what quaility issues they were having . She told me she would personaly go back and take it off the shelves. Like a dummy, I believed them.

I called the survey line and didn't give them a glowing report card. I even had to state what the issue was ( I still have not heard back from that. I was so mad that I called the customer service line to voice my complaint. They did seem very concerned and wanted to get all the information and names and places and everything a good note taker should do. She called both stores and talked to them and about the food issue. She came back to say that both stores agreed with her to take everything off the floor that was not good. I got some excuses that if they took it off the shelf then there would be no product to put in it's place. I also got the answer that it may be a training issue as it might not be understood that birdfood does have expiration dates on foods and treats. The lady told both stores that I would be coming back to the stores to assure that my request was fulfilled. I ws told that with cats and dogs, they get e-mails and screen reminders to have certain foods rotated. I was told that since the bird food doesn't have a rep that goes to the store, the bird food it sent from the warehouse with a amount that is requested by( have no idea who). J ust because there are people out there that do not have a cat or dog.. why does it seem they are saying that population isn't as important to them as it doesn't bring in the revenue like the dogs do. Mind you the small animal area takes up about only a 1/4 to 1/8 of the store.

Yesterday I went back to the same place and this time I started in the Ferret isle. This is where my blood pressure started to rise and stayed that way for about 2 hrs. In those 2 hours I got a cart and pulled off the shelves 25 accounts of expired food or treats. There were ferret seed bars of some sort.. they had a manager special tag on it for .93 cents. Every one of them was expired with a date in July and Aug. It was like that in the rabbit section, the hamster area, mice food, pigg food.. etc... including some more items I found in the bird section( a new managers special) And sure enough there it was, the large conainer that had the july date on it still on the shelf.

I went up and very calmly explained what I was doing and that I took it upon myself to help them by taking it off the shelf. the guy was understanding, but he went off on a tangent that there were only two people in the store and that he had to stay in the front of the store of he would be fired. He also stated that Petco hired someone to go to several stores and do rotating and take product off the shelves if it was past date. He also said the best person to talk to was the GM for that store as he would be the only one who could do anything about my complaint. I got his name and number and called him today.

As soon as I got into my car last night I called the customer service line again and registered another complaint. Again, this woman seemed very good and concerned and she would get to the bottom of it. As I was talking to this lady she seemed to get a little terse with me and said it will be taken cared of. She did call the store and they told her the same thing about someone else who comes in to rotate the food. I was assured that this third party would be addressed as they were not doing there job. Is there anything else I can help you with tonight? ummm no... I thanked her for her time... knowing that it MIGHT be on deaf ears in the end

I called the GM today and explained the whole thing. He was not told by any of the employees about my complaint and I guess customer Service doesn't route calls to appropriate people. It ws the first time he had heard of it. He did tell me that they do get reminders about the cat food and dog food... and a rep from that brand would come in and rotate their product... hmmmmmm just a little different then what the guy told me.

I was understanding that Petco hired someone to do the checking of foods and taking expired stuff off of the shelves. If a rep is doing it, birds do not have reps nor do the small animals. The GM did say that he would go and make sure that there was nothing like that and it will not happen again. He did say that he probably shoud pay me for the two hours of work I did -- only in jest . He even said he would give me some free stuff gift card since I did take the time to take stuff off of the floor and bring it to his attention. I will go see him tomorrow so I can make a appearance.

I told him that the average consumer would think that if they are having trouble and do not check dates or the quality of the food... one might think that there are other parts of the small animal area might have issues-- like the live animals that are there. lizards, snakes, mice, parrots, ferrets and so forth that their care may not be as aggresive as it should be. The GM stated they are very wel ltaken cared of. Well I do know they have a bird that is for sale has gone to different stores because he is a bit aggressive.. I think she said 3-4 stores... no wonder they don't deal with change like that .. this is a baby too.

If a customer saw the same product that was expired and saw one of the small animals eating it... one might think they are eating outdated stuff.. they already have proven to me that they do not rotate items nor check so how could they say ..." oh now we don't do that "..;. how would you know people?
Their prices are rather high as compared to the other stores. So the best way to get toys or things like that is if it is in the clearance section. none food items. In a pinch I go there for my back up food when I am waiting for my oganic stuff I order off line to come in.

I'm not sure what I will say to the GM, but if I have his word and I go in there and find one more thing.. that would tell me ... it's really all about the cash and nothing else.

Anolther thing I told them is that the bags had a lot of dust on them and that was a sign that they don't move foods. The GM stated that most of this clietel are for smaller birds rather then big ones.

If grocery stores are suppose to take things off the shelf if they are outdated to protect humans, why is it such a hard concept to do the same for animals.. that is what they are to do... take care of animals.. that is what the business they are in right?

Not being accoutable for leaving old food and treats on the shelf, I call this a passive aggressive abuse to the small animal community. They will act all concerned and as soon as you are out of site.. they go right back to putting manager specials on expired food. Hey, if those stores need to pare down, then do so... be proactive to know your shopers and your client base...

I will be back to share any updates. Though I am wondering if I made this a more public argument ( like the press ) would they want to cover the A holes, because to get a paycheck one just needs to spit out what corporate says...
But I think corporate is the main problem... they rake in tons of cash.. act so concerned and then call you a bad word once they get off the phone with you...

Hello, thank for calling Petco.. were the pets go... how can I help you?
Ummmm sure you can help me... stop selling your products and acting ignorant to fact that you are in the business to feed and care for anmials.
But so far the only thing I see is a cash cow that really doesn't want to go the extra mile to protect their name and the lives in which we g o to them to help us nourish our family memeber who happen to be our beloved pets.

I can't turn my back on what I think is right. Petco... Please have your stores in perfect working order. cuz I will come to your store and if I find something out dated.. it will go way beyond a GM... I assure you.

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ldurrow
Portland, US
Oct 08, 2009 1:28 am EDT

The saga of expired dog and cat products at PetCo continues in Portland, OR. October 8, 2009, I visited my local Delta Park Store and saw one whole display of a dog products outdated. I then started looking at other items and saw that there were several on display that had expired.

I brought the matter to the attention of the Store guy (who was taking inventory) He said he would take care of the matter and implied he could use someone like me to do the job. Nevertheless, I left PetCo thinking less of them for the care they give in regard to our furry friends' health and well-being. Shame on you PetCo!

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puppal
Columbus, US
Sep 11, 2009 11:20 am EDT

Funny that you pulled all the outdated products off the shelf! Got to keep 'em honest!

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Petco Bamboo styptic powder

I generally like Petco. I had to buy some styptic powder the other day because I was out of my bottle that I had for a few years. This is because I don't quick dogs nails very often but the bottle spilled. I like to have it "just in case". The only styptic powder they sell is in a tiny tiny vial, manufactured by Bamboo. It comes with a useless nail file on the side and the powder it self is in a little baggie inside the tube! The texture of the powder clings to the inside of the baggie and will NOT COME OUT! As a professional groomer I can assure you that it is frustrating trying to open this tiny baggie and pour the contents out when you have quicked a single nail. With the larger bottle, you can grab a "pinch" of styptic powder and press it to the nail easily. Thus less discomfort for the animal (and that's my goal). Bamboo makes this vial shaped mess with a toenail "cup" for the cap. Yeah that's really easy to press this tiny cap into a dog's quicked nail. The powder spills while the dog is jerking. (and jerking is how the dog got his nail quicked in the first place - so don't cry "animal abuse" because accidents happen, and are less likely with an experienced professional like me than you people who don't know what you're doing - no offense) Anyways this complaint is for Petco and Petco only, please bring back the tubs of styptic powder. It's way less ridiculous than that tiny baggied pointless nail file and nail cup on the end piece of crap you sell now ...oh and for ten bucks!? rip off. i used it one time for one nail. had i been using the old styptic powder I could have taken care of the quicked nail and caused the dog to be in discomfort for less time than to fiddle with bamboo's piece of crap. Again I generally like Petco over Pmart even though the neon tetras you sold me all died immediately when the other fish are fine. God Bless whomever reads this unorganized and pointless rant! ;P

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Petco Grooming salon/petco store

Made an appointment to have my dog groomed at 10 AM. Was told I could drop him off at 7 AM. I arrived at 7:15 and waited until 7:30. No one ever came. When the store manager was contacted, he told me that they open at 8 AM on Tuesday morning even though the store hours are posted as being 7 AM to 9 PM. He offered no apology, just asked, "So what do you want ME to do about it?" I was late for work and still have a dog that needs to be groomed. If they treat humans this poorly, I would hate to think how they treat animals that can't speak up for themselves.

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100customer
, US
Mar 25, 2010 4:39 am EDT

My dog had a horrible grooming experience at Petco twice! Enough for me to go to Petsmart from now on! The first time the employee cut about 3 inches long onto my maltese's arm. The secong time my maltese got fleas there. We brough him home and notices bugs on him, fleas, we immediatley took him back and the employee said that our dog was infested with fleas, they brought his paper; they wrote which shampoo they used, what they did, they did not write anything about fleas. All of the sudden the other employee rushed to us and said my dog wasnt the one with fleas. I was furious at that point this rude employee tried to accuse my dog, which I keep clean always, of having fleas. So I asked their manager for a refund because I had enough horrible experiences here. The manager said no and that she couldnt do anything for me but that I should buy flea shampoo immediatley, so I did at their store. Worst store in Petco union city, ca DONT EVER GO THERE; RUDE EMPLOYEES, HORRIBLE STAFF, UNSAFE STORE!

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joluto
Burke, US
Mar 07, 2010 8:20 am EST

Reading about PETCO, let me realize that I was not alone, PETCO store in Burke Virginia has one of the most unprofessional, staff in the grooming department, rude, with a youbg manager, who lacks any comun sence, excuses are better than a good job.
I did also complain, to the headquarters, later the GM of the store call trying to explain some situation, like the dog was to heavy etc etc
My dog went to same store for about 5 years and never had any problem, but just because we complain about the hair cut on my Schnauzer that when we pick him up look more like chihuahua, is that we have the young men actitude.
nothing was done and we move to Pet Smart and are very happy with their service.
Just a point of reference don't go to PETCO in BURKE Virginia

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Ari S.
Rio Rancho, US
Nov 16, 2009 1:46 pm EST

I guess Petco is just bad all the way around, I posted a complaint about a grooming accident, what a horrible expierence.

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Petco Misleading label

Petco offers salmon oil under its private label. The label declares the the product is made from wild icelandic salmon.

The problem is that there is no wild icelandic salmon harvests! The company has acknowleged that the product is not made from wild salmon but has not withdrawn the product for almost 1 year.

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orcapod
Campbell River, CA
Jul 17, 2009 8:19 pm EDT

Simply don't buy it!

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Petco My puppy got 1/3 her nipple cut off during a standard groom

Dear Petco,

RE: Complaint - Falkor (Groomed 07/09/09 at Pasadena, CA Petco)

I went into your Petco today, the same one where I adopted/rescued my puppy Falkor. I called in a couple of times and spoke to one of your groomers Paula, who told me of this special deal you give puppies during their first groom at Petco. I was given instructions to bring my vaccination certificate, rabies certificate, and my Petco P.A.L.S. card. It would only cost $22 for the groom with an additional $11 for a haircut.

Falkor was an abandoned puppy that we rescued two and a half weeks ago. She was spayed eleven days ago. The vet told us that she would be fine for a bath and grooming 7-10 days after her spay, so today was the day we were going to get her groomed. We were excited to take her in for her first fresh haircut and groom.

My friend and I dropped her off at your store around 1 P.M. to Paula. She told me that she had a lot of dogs ahead of Falkor and that it would take awhile. I asked if it would be around 3:00, the time she was supposed to be done with work for the day. She informed me that she was off of work at 3:30 but she wasn't going to be done by that time due to her work load. She said she would call me when the grooming was done. That was understandable. So I went off, and decided at 4 P.M. after not hearing from anyone to return to your store and just wait in the grooming salon while reading a magazine or something.

When we walked in, I noticed fur on the ground that looked like Falkor's. "Maybe she is finished!", I thought. Paula confirmed my observation, printed out the paper I had to take to the register to pay for the services. I stood there, waiting for my puppy - but when she continued to clean, I asked "Do I have to pay for this first before I get my dog?" She was obviously tired, having worked longer than her shift. She confirmed that that was indeed what I have to do. (How was I supposed to know this? Obviously I got "Puppy's first groom" you would think this was my first time.)

I went to the register and paid for the groom, and then I awaited the store manager, Jessica, at the time so that I could get change to tip Paula for grooming our puppy. Jessica informed me that she had no change for a $20 at this time and that the groomer likely had change. I went back into the grooming salon.

Paula had my puppy in her hands. I didn't notice at first, until she showed me that she nicked my puppy in the nipple. Falkor was bleeding. I was in shock. I didn't know what to do or think. Paula informed me that she didn't know Falkor's nipples went up so high, she said that my puppy was afraid of the clippers and that she squirmed. She said Falkor didn't act like she was cut, she was going to bring Falkor next door to Vetco so that they can make sure she's okay. I couldn't process the information as fast as it was being given to me. I just nodded and followed her.

My puppy disappeared into Vetco. Paula and Jessica explained to me that the veterinarian was going to take care of her, I felt so helpless and though I'm not the type to get emotional in public, I couldn't help but to cry. I took my puppy in for her first groom and now I'm in a waiting room while she gets medical treatment? A few minutes passed, and Jessica refunded me for the groom. (Which I appreciate, and I also appreciate Petco covering the Vet fees - thank you but I think these gestures go without saying.) She said that Paula was the head groomer, and that she's very good. I looked at her baffled, gestured towards "Vetco" and expressed my disagreement saying 'apparently not.' A few more minutes passed, and they told me she wasn't going to get stitches. A few more minutes passed and I was asked to sign a form for the vet. They asked me to come back in on Sunday so they could make sure everything is healing okay.

After half an hour my puppy came out bandaged, I was handed antibiotics and pain killers. The veterinarian told me that she lost 1/3 the nipple that was cut. I was instructed to give her half of a pain killer tablet every 12 hours for 5 days, and one antibiotic tablet every 12 hours for 5 days but not when to start. Tonight? Tomorrow? While she was at the vet, did they give her one of each? I was too distraught to think to ask at the time, and by the time I got home and called the vet, they were closed. I called your store, which is attached to the vet, and they couldn't give me any after-hours number and informed me that no one in the store had any numbers for any of the Vetco staff. Don't you think this would be helpful information to have?

I understand that this was an accident and that small cuts might happen from time to time and that animal owners often act like over-protective parents. I don't disagree that this is unlike how I acted today. However, I don't appreciate that no one apologized to me. As one of the leading pet stores, I expect your employees to be sympathetic with all pet owners. Especially when something like this happens to first time puppy owners like me. You have to understand that if this is a occurrence that you see regularly, that doesn't mean it is one that I experience often, or in this case - ever before.

Since you offer "first time grooms" for puppies, I also expect your "head groomer" to have better experience in handling puppies who are frightened by the sound of clippers. Since she was working overtime, perhaps she was tired and not taking as much care by the time she groomed my puppy? I would have understood if the day was booked up and would have found another time to come in. Secondly, If your employees felt I was overreacting, perhaps they should be trained to try to comfort customers instead of trying to stifle their slight giggles in front of me. A little bit of sympathy and understanding would have gone a long way for me today.

My puppy was a rescue, who just had surgery eleven days ago. I don't know what she went through before we adopted her, but the last thing I want (and I imagine any pet owner feels the same) is my puppy to endure any more pain. I feel that since all this happened at the end of everyone's work day, no one really had the capacity to care about what my puppy or I was going through. And at the very least, I expect more customer service from a company that I've supported for years. (I've had a cat for a few years before adopting my puppy.)

Lastly, after all this, my puppy's haircut is vastly uneven.

You can say that I am thoroughly disappointed and that I will do my best to avoid supporting your company, and your store in particular.

Sincerely,
Celeste Tabora.

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AllstateCrash
, US
Jul 09, 2010 4:01 pm EDT

Celeste - 'Some Guy In Dallas' is a Petco employee/[censor] named Kenny who works at the 15th Street@Alma store in Plano (in case you want to call and let them know what you think of [censor] Petco employees harassing customers online). Your experience with the badly trained, unprofessional and often sociopathic employees at Petco nationwide is not unusual. In fact, you may not think so, but you and Falkor are actually lucky that the Petco employee who clearly injured Falkor didn't actually kill her, which happens quite often; complaintsboard.com, pet-abuse.com and consumeraffairs.com have thousands of complaints between them of customers whose pets have been injured, maimed and killed at many Petco locations. Also, you should be aware that Petco has been sued TWICE now by the state of California for - and this was proven in court - extreme cruelty to animals, including employees directed by Petco corporate to freeze and starve sick and injured animals to death, to save the money that should have been spent on professional vets putting the animals to sleep humanely. Also, it was proven that Petco employees intentionally stomped birds to death and burned animals to death (and this was IN FRONT OF CUSTOMERS). In the first case (2005), Petco was found guilty and fined over $900, 000; in the second (June 2010), Petco wised up and just pled no contest (read: guilty) and paid over 1.5 million dollars. Also, it is Petco's corporate policy to NEVER respond to a customer's complaint about an animal being injured or killed; if you complain too vigorously (in Petco's opinion), they will also sic their [censor] attorneys from San Antonio on you to try to make your life (even more) miserable. My sugestion? Take your Petco to small claims court for negligence, intentional infliction of emotional distress and anything else your attorney can recommend. FYI: Our pet was killed by an employee at the same Plano, Texas Petco the unbalanced idiot above harasing you works at (the employee and District Manager were beyond unprofesssional, in our case...they were callous and just plain evil). We hope that Falkor came through the ordeal just fine. Please tell everyone you meet about your Petco experience. These people will never learn...the only thing anyone can do is boycott Petco until they're shut down for good.

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Some guy in Dallas
Dallas, US
Apr 30, 2010 2:52 pm EDT

1/3 of a puppy nipple? Really? It probably grew back in the time it took you to write that ridiculous drivel, which makes you 2 thirds or more an idiot. It happens. They're not grooming the dog with anything considered unusual, it's a haircut genius, it involves sharp instruments. I suggest you groom your animal at home, perhaps you can bore the hair out of it's hide by reading the dog your collection of ###ic online complaints.

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Petco Grooming disaster

We took our 6 month old cockapoo in for his first grooming experience and we told the woman who checked us in specifically that we wanted him to remain shaggy, he had about 4"of hair and we wanted 1/2 of the length cut off.in the US, that means 2" should be cut and 2"should remain, right?

Nope... our dog was shaved! On the paperwork I signed, there were instructions for 1/2 of his hair length to be cut. We said that we did not want him to have the poodle cut (cockapoo is half poodle, half cocker spaniel) but they took him and just did what they wanted. He had"slippers" on his feet, they were shaved also.

He seems completely traumatized, hid behind our recliner chair all afternoon and now he won't stop dragging his butt across the carpet because it's completely exposed instead of having some of his hair covering it like he's been use to since being born.

The manager wasn't there so we're taking him back tomorrow with pictures of what he looked like before the massacre and pictures of what he was supposed to look like after the grooming. I'm really, really mad that they just did what they wanted after being instructed to not use clippers but use scissors instead to preserve the length of hair.

This is our first dog and our first grooming experience and will most likely be our last. I will cut his hair now if I have to but I will not have him go through this again. He seriously does not even look like the same dog, I had to check his tag to make sure he was ours!

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groom mgr
Wading River, US
Jun 07, 2009 11:24 pm EDT
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Six months is way too long to wait for a first groom. Chances are, you being a new dog parent and having no grooming experience, the dog was matted or at the very least, pretty full of knots. A good groomer would have checked the dog all over and discussed with you what was possible and what was not possible. This is the time for a groomer to make the groom a positive experience for both dog and pet parent and also the time for alot of grooming education, especially for a first time dog owner. They should show the proper tools needed to be used regularly at home in order to keep a nice coat and give advice on how to make the puppy allow the parent to brush and comb.
PetCo is not the best place, I fully agree but there are some good groomers that really care in that company. It is a horrible company to work for and the morale is bad and the groomers tend to burn out quickly.
Please don't let this one experience turn you off all groomers. Find a good one and work with them to keep your dog happy, healthy and gorgeous!

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InnocentVictim
Redford, US
Jun 06, 2009 10:46 pm EDT

It's really sad that that happened. My aunt had a similar experience with her dog. Best to get a refund (which you should be able to) and never go back there again.

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Petco Injured pet

I took my dog in for grooming and they cut him not once but twice, once on his testicals and then again on his penis this one needing a stitch. If that is not bad enough they tried to hide it from us and did not call us when it happened, saying they did not know he bad been cut. I find it very hard to believe that you could cut enough skin off the end of a dogs penis that it required a stitch and not notice.

They are paying my vets bills but I would strongly suggest you find another place to have your pet groomed as here they either do not pay any attention whilst grooming or they just don't care about injuring peoples pets.

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kratty1
Philadelphia, US
Oct 15, 2009 7:12 pm EDT

Dog was probably badly matted, most dogs that get "cut" only come in once a year, neglectful owners think they are saving money that way, they do not realize the danger of a dog getting nicked or cut since it is so matted. I have very little sympathy for them

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Petco Buying a fish

I went to petco today wanting to buy a fish and picked out my fish and got someone to help me get it they then asked if I was 18 I said I was not and asked why, she then said because foreignors have been buying fish and throwing them on cars... And petco wanted to know their fish were going to a good home.. I got confused because I dont have dead fish floating in my tank at home and in almost every one of their tanks had at least one dead fish floating in the top of it so ask yourself if you were a fish which home would you choose? The home with dead fish floating in the top of your water poisoning you, or would you pick the one where the water is perfect and stress free? Petco clean your tanks!

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JCrown84
, US
Sep 28, 2009 11:44 pm EDT

I don't know what that employee was talking about with the foreigner story. What I DO know is that it is the legal policy of both Petco and Petsmart, and many private dealers as well, not to sell animals (including fish) to anyone under 18. The policy makes sense, since the great majority of people under 18 are living under their parents' roofs and therefore need parental permission to purchase and own an animal. You're taking a life into your hands when you buy an animal. I don't see anything wrong with a company trying to assure that the animals leaving their care go to healthy, wonderful, and LEGAL homes.

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Petco Dirty ferret cage

I don't know where to start but this store needs investigated badly. There are many cages with little to no food and very filthy conditions. A lot of pets look very sick due to this. The ferrets did not have food and their water was solid brown and their whole cage was covered in feces because their litter box was solid black.

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LozenBear
Burbank, US
Sep 30, 2010 9:22 am EDT
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Peta is the best place to send complaints they never take these issues lightly and if you pressure them on the subject then you've helped many pets from this type of abuse..

I saw something yesterday a groomer pulling a dogs face around by the chin to make it stop pulling away, I was shocked and if that was my dog I'd be in there like a flash, thinking that someone could be so cruel and abusive, it was a long night as I made a complaint and the head groomer and this groomer stood arguing with me whilst grooming this dog and again I HEARD THE DOG YELP IN PAIN...

SINCE I COMPLAINT TO MANAGEMENT GETTING NO WHERE I'M COMPLAINING TO THE MAIN COMPANY AND TO PETA TODAY...

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stillmoment
Houston, US
Apr 07, 2010 2:56 am EDT

They don't know anything.

I work at Petco and I'm going to disect this claim.
First off, the ferrets' water comes from their water BOTTLES. Ferrets would just tip their water bowl if we gave them one while they played. Their "water" was actually their dry food mixture. They have glands in their anus and, before they're shipped to us, go through surgery to have these removed. We mix their dry food with warmer water, thus the "dirty water." Softer food equals softer stool so that they don't hurt themselves after surgery.

Second, their litter comes in a variety of colors, depending what product that Petco ended up using that day. It can be a dark brown to black color. As far as the feces being everywhere... these guys have the SHORTEST digestive tracts I've ever seen. They probably poop every other hour. YOU try cleaning up after five of them every hour. My Petco does a spot check in the morning, when we open, mid day, when we close and right before we leave. It helps, but you're NEVER going to keep it spot clean.

I'd like to know how you know they looked "sick." Is this just a ignorant assumption?

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7001
Troy, US
Jan 19, 2010 4:08 pm EST
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this is funny because they don't give ferrets a bowl of water they give ferrets a bowl of wet food that look like their poop. You may ask why does it look like poop. Ferrets have a short digestive trac. Food goes in and comes out quickly. Pine pellets used in litter boxes can range in color from tan to black due to charcoal being added. People only complain about the bad about everything never the good. I don't believe this claim due to the ignorance of the person submitting the claim. They seem to know nothing about ferrets or their food.

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BMJ420
, US
Dec 21, 2008 5:11 pm EST

Was the water that was solid brown in a bowl? Because if it was in a bowl then it was a ferret wet food mixture, if it wasn't then you have every right to complain

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Petco Fraud and cheating

Today I went to the grand opening of our new petco and after gather all the products and standing in the long line... One of their reps told me I need to become a member... If I did not then I would not get any discounts... What discounts the prices were high... I started to fill it out and omitted my address and she said they needed it or "no discounts"... I asked why do they need my address?... "so we can send you coupons and newsletters" was her response. Outraged I left without purchasing the items and headed to my local kmart and bought my supplies without the hassle of forms or them filling my mailbox with all their trash. Our world is filled with too much unnecessary trash and plastic cards. We don't need a petco in kona... Go back to the mainland! I know some people who are originally from the mainland may think otherwise... If they do they can go back with petco too! One less consumer.

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jimwhite99
Winter Park, US
Jan 09, 2010 8:31 am EST

I got sucked into their PALS program and have regretted it ever since. It's a total scam.

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Petco Shipping issues

I have placed numerous orders through petco over the years. I average $100/month online and at the store. I then sent an order to my sister in colorado. I placed another order for myself and later found out it was sent to my sister. I couldn't figure out why. I paid to have it shipped from colorado to me in california.

I placed another order on new years eve and when I got the confirmation it was being sent to colorado again. I quickly called them and explained it was being sent to the wrong address. They told me they could do nothing since it was new years day but call tomorrow and they would get it corrected. I called the moment they opned and explained the situation again. The rep told me I had to call fedex directly. I called fedex and they said they could change it but the company had to call in the change. Back on the phone with petco, this is all in the same day. They officially took my complaint and issued me a tracking number. The rep told me he would call fedex immediately to have it changed. Two days later it shows up in colorado and the package was mangled. Unfortunately my sister opened it and resent it back to me in california. Paid for the extra shipping both times.

I then investigated the web site ordering. Unlike every other site on the planet, this one defaults to your last shipped address not the customers. I explained this to them as I do mega shopping on line and this was the 1st time I had encountered this and I have been shopping the web since it started. They told me it was too bad but my fault for not checking.

This is customer beware when ordering at petco and don't expect them to respond with any solution other than its your fault. I now shop exclusively at petsmart. At least their site

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Petco They are non professional

Took our cocker spaniel to be groomed at petco in mid rivers, missouri. Ticket said 11 bucks for the shave and 40 for the cocker cut and brush. What brush. The dog was shaved down to the skin on her entire body. They obviously had no clue as to what a cocker cut was. Her legs were shaved down to the skin also. She resembled a hound dog not a cocker spaniel any more. They didn't even bother to call me to tell me. They first charge you the money. Then bring your dog out. I have cried all week end knowing I have to deal with this until the hair now grows out to some amount of normal. If you love your pet please stay clear of this place. They are non professional and I am wondering if they even had a license to do something this grotesque.

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K1089
, US
Dec 22, 2009 7:42 pm EST

Firstly, when a dog is shaved down like that it is almost always because the dog is so matted that it is impossible to get a brush through the coat, the more you brush your dog at home it is less likely this will happen. Secondly you pay first because it prevents people from walking out with their dogs and not paying. Thirdly it is unprofessional not 'non professional'

Petco Customer Reviews Overview

Petco is a leading pet supply retailer that offers a wide range of products and services for pets and pet owners. The company has received numerous positive reviews from customers who appreciate the quality of its products, the convenience of its online store, and the helpfulness of its staff.

One of the most commonly praised aspects of Petco is the variety of products it offers. Customers can find everything from pet food and toys to grooming supplies and training tools. Many reviewers also appreciate the quality of the products, noting that they are durable and long-lasting.

Another positive aspect of Petco is its online store. Customers can easily browse and purchase products from the comfort of their own homes, and the website is user-friendly and easy to navigate. Additionally, Petco offers free shipping on orders over a certain amount, which many customers find convenient and cost-effective.

Petco's customer service is also frequently praised by reviewers. Many customers appreciate the helpfulness and knowledge of the staff, both in-store and online. Petco also offers a variety of services, such as grooming and training, which customers have found to be high-quality and effective.

Overall, Petco is a highly regarded pet supply retailer that offers a wide range of products and services for pets and pet owners. Its quality products, convenient online store, and helpful staff have earned it many positive reviews from satisfied customers.

Petco In-depth Review

Product Range and Availability: Petco offers a wide variety of pet products, ensuring that pet owners can find everything they need in one place. They have a great selection of popular brands, making it easy to find the preferred products for your pets. Additionally, Petco provides a diverse range of pet food options, catering to different dietary needs and preferences. They also offer a wide range of pet supplies and accessories, allowing pet owners to find everything they need to care for their furry friends.

Customer Service: Petco's customer service is top-notch. They are highly responsive to customer inquiries, ensuring that any questions or concerns are addressed promptly. The staff at Petco is knowledgeable and provides excellent assistance, offering guidance and recommendations to help pet owners make informed decisions. The customer service representatives are friendly and professional, creating a positive and welcoming experience for customers.

Pricing and Value for Money: Petco offers competitive prices compared to other retailers, ensuring that pet owners get the best value for their money. They frequently have special offers, discounts, and promotions, allowing customers to save even more on their pet supplies. The quality of the products is excellent in relation to their price, ensuring that customers are getting high-quality items at affordable prices. Overall, Petco provides great value for money.

Online Shopping Experience: Petco's website is user-friendly, making it easy for customers to navigate and find what they need. The search functionality is efficient, allowing users to quickly find specific products. The product descriptions and images are clear and informative, helping customers make informed purchasing decisions. Placing orders and checking out is a breeze, with a seamless and hassle-free process. Petco also offers online-exclusive deals and features, providing additional benefits to online shoppers.

Shipping and Delivery: Petco ensures speedy and efficient order processing, ensuring that customers receive their orders in a timely manner. The accuracy of order fulfillment is excellent, with all items being delivered as expected. The packaging is secure and provides adequate protection for the products during shipping. Petco offers various delivery methods and tracking options, allowing customers to choose the most convenient option for them. They also handle returns and exchanges efficiently, ensuring customer satisfaction.

In-Store Experience: Petco stores are clean and well-organized, creating a pleasant shopping environment for customers. The products are readily available on shelves, making it easy for customers to find what they need. The staff at Petco stores are helpful and provide guidance when needed, ensuring that customers have a positive shopping experience. The stores are also pet-friendly, allowing customers to bring their furry friends along. The overall atmosphere and ambiance of Petco stores are welcoming and enjoyable.

Pet Services and Grooming: Petco offers a wide range of services, including grooming, training, and veterinary care. The service providers are highly skilled and professional, ensuring that pets receive the best care possible. Scheduling appointments is convenient, with various options available to accommodate different needs. The pricing of the services is reasonable and affordable, providing great value for the quality of care provided. Customers are highly satisfied with the outcome of the services, ensuring that their pets are well taken care of.

Loyalty Programs and Rewards: Petco's loyalty programs offer great benefits and perks to members. Earning and redeeming rewards is easy and straightforward, allowing customers to enjoy the benefits of their loyalty. Members also receive exclusive discounts and offers, providing additional savings on their purchases. Overall, Petco's loyalty programs are highly attractive and provide great value to customers.

Community Engagement and Social Responsibility: Petco is actively involved in local pet-related events and initiatives, showing their commitment to the community. They support animal shelters and rescue organizations, helping to provide care and find homes for pets in need. Petco also has sustainability efforts and eco-friendly practices, contributing to a greener environment. Their commitment to pet welfare and advocacy is commendable, making them a socially responsible company.

Overall Customer Satisfaction: Petco has received positive reviews and feedback from customers, with an overall high rating. Customers consistently have positive experiences with Petco, praising their product range, customer service, and value for money. While there may be occasional complaints, Petco addresses them promptly and strives to improve. In comparison to competitors, Petco stands out in terms of customer satisfaction. Overall, customers highly recommend Petco to others for all their pet needs.

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