Petco
reviews and complaints

I have been purchasing dog food since April 2020 on a monthly basis, via in store and online for delivery. I use my account, I enter my phone #, I use the app. I have never once gotten rewards, or a free bag of food. I have spoke to multiple representatives and no one has helped, I had a extremely rude supervisor try to help me on Feb 8th, by the name of Tanya and once again Rude and no help. Absolutely ridiculous Petco, you should do better.

Dissatisfied with the aggressive and abusive manner in which the trainer handled my dog. Training area was a wide aisle with multiple distractions of people with dogs walking in the area as well as staff stocking shelves. He was pulled quite hard on his leach and taken to a less traffic area where he was treated harshly, We only attended three classes at the end of which two different women in the class asked why was she so hard on the puppy. Before leaving two children approached the puppy. She anticipated he might jump and yanked him away very hard. This took place at rt 9 Poughkeepsie NY location, on 1/2,28 and 2/4. Therefor I am requesting a full refund. Robert Malkin [protected]. Email [protected]@aol.com

1/31/23 around 4:00pm CT. The Petco in Plover, WI refused to sell me and my 3 and 6 year old children 2 fish. The fish department lady drilled me with questions about my 55 gallon tank. I stopped her said I just want to buy 2 fish, one for each of my kids. She said she would t sell me any. I asked to speak to her manager. She went and got her assistant manager. At this point other patrons were involved and couldn't believe they wouldn't sell us 2 fish. The assistant manager sided asked me to leave the store simply because I wanted to buy 2 fish. Then we asked for the manager and he came out and said the employees spend weeks training on the computer and they know what they are talking about. He proceeded to tell me that the fish turnover rate at Petco is three days. I was told the overcrowding, half eaten and even already dead fish conditions in their tanks was better than my 55 gallon tank that I've been managing for 15 years successfully. I offered to set up a new 10 gallon tank and they still would not sell me the fish. Other patrons offered to buy the fish and the 3 employees refused all sales to them as well. My 3 year old left the store crying because he didn't get the fish he was promised. All 3 employees should be fired for their lack of customer service, professionalism, for just being rude. I will not be returning to Petco in Plover, WI.

I tried several times, unsuccessfully, to get a Vital Pet membership. Finally-[protected] is the number that I think I'm listed with. I had so so SO much trouble getting this resolved (supervisor never called me back) that now the store in Frisco tells me I have 3 accounts! Please cancel 2 and contact me when it's resolved.
I originally called on 1/23. After visiting the store, I was given customer service and case id number [protected] by Baulo. A supervisor was to call me back. No one did.
Robert, manager of Frisco store on El Dorado, was a huge help!

My name is Alex Pena, I worked at store 1422 here in Waco Texas my employee ID is 439155.

The general manager here should not be in charge of anything to do with animals or animal care just because of managerial experience in the past.

Rod Serrano lied to me during my interview by saying "animals come first here", as I was employed there I found that was most certainly not the case for him at all, I found that he was much more concerned about how much the store is making and how much product is on the shelves.

when animals get sick, he doesn't bat an eye, when customers have care questions, he doesn't have answers.

During my first week there I had a customer ask me for help in aquatics and that being something new to me I naturally went to a store leader (rod) and asked for help or at least for him to shadow me and tell me what to do however his response was "no go find someone else" as a new employee that made me feel horrible and scared as I had no previous experience with fish.

Please reach out to other employees at the Waco store about him, I am genuinely concerned for the wellbeing of the animals there especially the reptiles.

Rec'd an email (copy attached) on Jan. 15, 2023 stating I needed to claim my free bag of food. Tried to order online for pick up in the store, but never could find a way to redeem the free bag. Went into the store on Betteravia Rd. in Santa Maria, CA. Brought email to the counter and was told to use my app as it would let me just click a button for the free bag. After resetting my password, with the help of Vicente, I still could not receive my free bag. I have been a rewards member since June of 2020 and I have NEVER rec'd even one reward to this date. Petco is the ONLY location where I buy this particular product and I have two cats, so the food doesn't last long. I buy other products there as well, like cat treats, and today I bought two cat beds. After multiple tries, Vicente told me there was no way he could help me further. At the very least, I would like credit enough to bring home a free bag that I have expected after all this time!

Store visited

11639 S PKWY DR

South Jordan, UT 84095

Hello, we visited the store located above on January 15th at 6:20 p. m
We went in to adopt a Male Guinea Pig they had listed 50% off, making him $24.99

As we walked into the store, we were so disappointed in the condition of the store as well as the animal tanks and cages. If the smell of some of the tanks/cages didn't concern you right away, then the condition of them would. These animals are not okay to be held at this store, whatsoever! There were 2 parrots whose cage was filthy dirty and covered in poop. The mice cages smelled so bad and one mouse was even dead in a corner! The smell was so strong! The fish department was just awful. The fish tanks were filthy, covered in green algae, and there were quite a few dead fish. The Beta's were in containers with foggy water, some covered in a film. There were about 3 dead beta fish and 4 that were not far behind. The reptile department was also so bad. There were several geckos, snakes, and lizards that were absolutely lacking in humidity. They can not properly shed without proper humidity and care! There were also several food dishes with dried up and even moldy food! When we had made it to the Guinea Pigs, we were also so disappointed! The Young Guinea Pigs were in a very filthy cage. Poop everywhere, food bowl empty, and NO water! The hairless Guinea Pigs were all jammed in a small tank with each other, and that tank was covered in poop and smelled horrid. The food bowl was not even in the take, and no water bowl to be found. We met a Guinea Pig male (The one we adopted) Who looked so miserable! He was adopted out SEVERAL times and brought back just as many times. The employees were awful people! They made us feel so uncomfortable! The Male Guinea Pig we adopted was because he was in a tank filled with poop and the bedding was just riddled with pee. When the employee took him out of the tank, the smell that came out was so bad! The employees were totally rude to us the entire time we were there. They wouldn't allow us to make decisions on what to buy. They kept saying that everything we were buying for our pet was "not acceptable" or "not safe" which is entirely untrue and false! They kept telling us over and over "do you really want the Guinea pig" Or "He bites and is aggressive with people" The employee name "KYRA" Was SO rude and absolutely mannerless. She kept saying that half the times we were purchasing were not okay for Guinea Pigs and that we should reconsider. Another female Employee kept making remarks like "do you even know how to care for a pet" or "Put that product back, it's not okay! Use this brand is better" Which she kept retiring to the most expansive items in the store which were NOT Guinea Pig safe by any means or even meant for them! KYRA The employee that also checked us out took the Guinea Pig out of his adoption box and was man handling him and reaching into his mouth and stating he needs a "tooth check" and "his gums need to be looked at" The poor guinea pig was shedding hair all over from stress and was also trying to get away from her. As we were trying to check out, she would just grab things out of our cart to check them out and was rudely putting them back in the cart and would not stop talking about how aggressive he is. KYRA Stated that he was bought several times and brought back because he bites people and is super mean to other Guinea Pigs! She told us if he bites one time, bring him back so they can re adopt him to someone else. We could not wait to get the hell out of that store!

I am so angry in the living conditions of the store. All the employees were young, rude, UN educated, and the manners were none existent! I can not believe that these animals are living in the conditions that they are in currently. I can not believe that store smelled of animal urine and feces! PETCO I would be so ashamed to have an establishment like this under your name and company. I would think of rehiring new employees who actually give a crap about these animals. We are a family who rescues animals and has worked with animals our whole life farming and ranching in Montana. We came here to Utah and your Petco location to buy cat food and came home with a loving, None aggressive, sweet, and utterly adorable pet! The Guinea Pig labeled as aggressive and mean and bad mannered by the employee's is pure bull. He has not bitten any of us. If anything he has cuddled us, gave us kisses and has just been a sweet little guy who needed proper care and love, And if I could, I would've adopted every single animal in that establishment just to save them! I will NEVER go back to this location unless it's to save a poor animal in crappy conditions.

I really hope this Store and employees are dealt with. As for us, we will be contacting proper animal authorities to go and investigate these conditions and will file animal cruelty charges if no one has done anything to help these animals!
We spent over $100 just to rescue this little guy so I hope you guys and your business can do the right thing and save and help the other animals in that store. Also all this employee's working that night need to be fired! They were the rudest and most immature, unprofessional people I have ever come across.

I went into the Dedham, mass site to get a rabies vax and to make an appt. For grooming. My dog is in desperate need of a grooming and I realize that. What I didn’t appreciate was the attitude of the stylist that made me feel like a terrible pet owner because she needs to be groomed so badly. Telling me that if I didn’t take care of it asap that my dog would have circulation problems because of the fur on her feet which is long but not matted as she indicated. I am a single mother of two and it has been difficult to get appointments anywhere to get her groomed. This stylist was judgemental, rude and condescending. My pet is perfectly healthy thank you. I didn’t realize that a groomer was now a vet or tech giving me advice that my dog was going to be I’ll because I’m a bit behind. She is a havanese and is used to having hair. Awful customer service! I don’t believe I will use Petco for grooming ever again. I’ll find myself some real professionals. Get rid of that awful person in Dedham please!

01/12/23 @ 9:45 am it was about 10 minutes after dropping my dog off at Petco Stonecrest, GA location. The groomer contacted me saying my dog (Angel) would not come out of the holding cage and suggested I come back to pick her up since she growled and barked at her. Whatever happened to being patient with our dogs opposed to becoming frustrated with them. It's hard enough for me to take time off from work.

11/16/22 @ 10:00 am no groomers were at work for the dogs that were scheduled. This is two appointments cancelled and now Angel even more uncomfortable licking, shaking and scratching because she is used to a regular groom. I am seriously considering finding another company for grooming. It's discouraging because I have been a reliable customer since 2010.

So, Petco was/is having a 50% off all their tanks' sale, my wife and I needed a 60gal which is $179.99 reg. We got to our Petco found what we needed and went to check out, that's when we were informed for some reason the 60gal is the only tank out of all their tanks that was not on sale and the salesclerk also told us it would never go on sale (WTF!). When asked for an explanation why none was given, they did say we could get a 75gal $200.00 reg which was 50% off but we have two 75gal already and need a 60gal so we are at a lost and will be looking elsewhere for our animal's need's from now on.

Disappointed pet parent of 4 dogs', 3 cats, and keeper of 3 125gal, 2 75gal, and 2 40gal's tanks.

There was a promotion to get 20% off dog training for the new year as long as I signed up on before Jan 1st 2023. I spoke with a trainer at my local petco on Dec. 31st and he told me about the promotion. I went home and signed up online. I noticed the 20% was not applied. I call my local petco and trainer advised me to call customer service. I called customer service and the rep told me that I could not get the 20% because the promotion was over. I tired to explain to her that I signed up for this before the promotion ended and she for some reason could not understand what I was saying. I have both my pets enrolled with Petco services. I am not satisfied with the way that call went. There is no reason that the 20% should not be applied as I purchased before the deadline. Your reps should be way more competent than the rep I spoke with. I would like my 20% to be applied to my order!

On 12/31/2022 I purchased a package of Good Lovin No Rawhide Medium Chicken Flavored Bones for my two Cavalier King Charles Pups from the Avon Store #02807. The cost of this package that I paid for was $12.99 plus tax. I gave each of my pups a bone that evening of 12/31/2022. The following morning both of my pups were very lethargic and not balancing on their four legs correctly. Shortly after, both started throwing up what seemed to be white plastic particles. This happened throughout out the rest of that day. Both were not eating and very sick. I called my vet to ask for advice as I was very concerned for my dog's health. The particles that my dogs were spitting up seemed to be plastic that they obviously could not digest. On the front of this package is visibly noted and highly stated that it's Highly Digestible. This was absolutely not the case. I shop and support Petco and now I will be taking my business elsewhere as I am concerned that the products that your company is choosing to sell is not in the best interest of our fur babies. I am asking for a full refund and for your company to look into this product to ensure that other pets do not go through what we went through.

Regards

Tania Glynn

I purchased fish from your Lawton Ok, store and they were sick and contaminated and killed everything in my 120-gallon aquarium. I've contacted the store manager and Shes going to make it right as far as what I purchased from you. I'm contacting you to see how you'll take care of the fish that I didn't purchase from your store. The total amount is $688.61, I can provide receipts on everything I'm claiming.

First time using for a medication for my pet. Order Placed on the 19th and confirmed by vet. Package appeared lost in transit as the update just kept saying it would be delivered by end of day for repeated days. Phone 800 number and was advised that it appeared lost and they would send a replacement with 2 day shipping. Three days later I received an email that the replacement order was awaiting vet approval - vet had already approved. Phoned again and wasted another hour trying to rectify. Was told by a supervisor that order would ship next day. To my surprise, next day instead of an order shipped email, I received an order cancel email. Spent another half an hour on the phone trying to rectify - no supervisor available. Was advised that the supervisor would call back in 9 minutes. Nine hours later, no call, no first shipment, no replacement shipment, no medicine for weeks for my pet. I would avoid using this pharmacy at all costs.

Went to your business and after looking at your fish for 20 min. not one single person helped me. So I went to the front and they radioed someone to me and after another 10 minutes a young lady came to me with her purse on her shoulder. I said to her I wanted to buy a group of certain fish and she was pushing me that I should wait another 3\4 days because my week and a half running my tank was not enough. Ive never been to a place willing to spend hundreds of dollars to have someone pretty much run me out of the store. I completely feel she didn't want to work and because of that I will never go and spend money at your business ever again. I will also pass this horrible experience with everyone I know. This lazy employee you have working for you has cost you alot in the future. I'd fire her [censored] if I was in charge!

Place an order based on the delivery date. I also signed up for repeat delivery.

The original price on receipt was different from when ordering on-line. Fortunately I was charged for the on-line amount. The item had no tracking updates other than "Preparing a label" for 8 days. I finally called Petco and requested a refund as the delivery date was misrepresented. I could understand delays in shipping. However, the item had not shipped nor had a carrier picked it up. I contacted Petco and spoke to a customer service barely understandable. (Has Petco outsourced overseas?) The customer service person stated they could not refund but it showed it was "too late" because of a label made.

I reitertaed thet athe on-line information on my account stated there was no information and nothing had been done. Instead she said she would request a replacement. I did not want one due the undelivered item I was calling about.

She just continued to ask where was my nearest store. I told her I did not have one nearby that's why I had ordered on-line. No response instead she stated a replacement would be delivered same day or th next day. Ignoring the fact that I had stated I did not want a replacement. I also canceled my repeat delivery hopefully that is not fouled up as well.

I am a PetCo Pals Reward member and have been for quite some time. Over the last two months I have received several emails regarding your rewards program about the tenth bag being free. I logged in to my account several times to make sure it was active. The instructions on how to get registered for this program seem to be quite vague. I have to wonder if that is intentional on your part. During the month of November, I bought five or six bags of Hill Science dog food and have since learned that I was not being credited for them. When I talked to Customer Service i as told - too bad - nothing we can do for you. I guess this shouldn't surprise me because the quality of service received from your company since the pandemic (both in store and over the phone) has been substandard. Its a shame you feel the need to treat your customers that way.

Booked the grooming appointment over the phone with no pet health questions asked. Upon arrival we were turned away because of health concerns. This is not the first time I have had to take my dog back home without service because the questions weren't asked at the time the appointment was booked. It is a poorly run operation and I do not recommend using their pet grooming services.

Luna Ruiz

Pals Rewards #[protected]

Member since October 17, 2022

Was NOT told that this program was a 1 yr commitment or that $10.99 would be withdrawn from my account each month. I signed up at the store and it sounded like a free membership like the ones at groceries stores so you get discounts on products. NOT a 1 yr commitment of $10.99 a month. The sales rep never mentioned that to me. My 12 yr old daughter was with me and she does not remember that either.

When I called, they just bumped me to a sales rep... to be up-sold or convinced to keep it. All they did was cancel my subscription for the following year and they plan on charging each month until then. I do not shop at this store that often and actually found better deals and products for my daughter's frog elsewhere. I do not want this product that I was not told would cost me monthly.

This is an addendum and update regarding my initial complaint. Charlie, an 11 month old Maltese puppy sustained a severe razor burn of his right buttock while grooming by Ms. Heather at Petco located at 360 North Bedford Road in Mount Kisco, New York, zip code 10949 on 9/28/22.

Charlie was examined on 11/9/22 by a Vet and I, Tadeusz W Przechodzki (owner of Charlie) was informed that hair will not grow back in the denuded area of Charlie's right buttock (severe razor burn area). I am seeking compensation from Petco in the amount of $10,000.00 for the injury that occurred on 9/28/22.