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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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Petco reviews & complaints 583

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9:25 am EST

Petco customer service

I had a horrible experience at this location and will never shop at this location ever again. The management consists of horrible staffing. I was helped by one young lady who helped me switch my dog food to Canidae after explaining to her about my picky eater. She took the time out to hear out my concern and help manage to find something that could possible work. Which it did. She apologized on the behalf of the manager of that time who was not helpful and made my experience a little better.

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Gail Trowbridge
, US
Apr 20, 2019 11:50 am EDT

I went into the Petco store at 120th and Sheridan in CO on Friday 4/19 @ 5:15pm. I do a lot of shopping in that store. First of all, I needed help in the fish department. There was one girl helping another customer. I walked around to find someone else and there was no on to be found that could help me. I did some other shopping, went back, and still no one around to help me. I gave up. When I was checking out, there was a young man at the register. I said that they need more people working in this store and told him what happened. He just grunted. As he was ringing up my items, I asked him if he has my Petco card information. He said yes. I don't know how he could have had it because he never asked me to see the card or he never asked for my phone number. This will probably be the last time I go in that store. I will shop either in PetsMart or online.

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2:40 pm EST

Petco green conure housing/animals for sale

Pet stores should not be selling live animals especially when they aren't even giving them proper care. The housing for the green conures in particular is extremely depressing. A single green conure is housed by itself with one toy and no other stimulation... one of the conures had ripped out its tail feathers which is typically from them being stressed. They're also typically very social creatures and pretty intelligent. It's sad a pet store is selling these animals and obviously has no care for their well being other than that they're healthy enough to be sold for $450. Which is another thing, $450 covers the bird... they dont even sell proper bird cages in store which is another few hundred... in their cage is a single toy and [censored]ty bird food. They aren't teaching people to properly take care of them which would lead to less sales so why not just zero out some [censored]ing toys in the store and use that as a selling point when someone eventually does want to buy one and maybe your birds wouldn't be so stressed they're ripping out their feathers. Or hey! Maybe actually care about pets and don't sell any, hook up with a rescue that is looking for people to adopt. What a [censored]ty store.

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12:45 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Petco deceptive advertising

I take my 10 month old puppy to Petco in Closter, NJ for training and store-bought food. I would be considered a friendly and good customer with reward points. I received an email ad which promised $40 off orders of $100 or more for in store or online products in huge type with NO ASTERISK for "Exclusions Apply." I clicked the ad link on 12/2/18, as anyone would, which opened to the whole store. I loaded my cart with over $100 in products, put in the promo code and was told I was "Not Qualified, " with no mention of Exclusions as the cause. When I called the Corporate Complaint Department, I found out about these said Exclusions. When you click on the Exclusions link, they have an extensive list of the only things you can possibly buy on sale for their $40 off potential. You need to be a lawyer to get through it all, apparently, and they set you up for an impulse buy with their ad. The Petco complaint manager said the type was there and didn't budge on her callous "legal" stance when I requested an override on their false advertising and to simply give me the $40 off on the $100+ in products I had intended to order. I included a screen shot of the ad on this complaint. The list of products offered in the Exclusion link has nothing to do with clicking on the $40 off ad itself and opening to the whole store, so I'm also including that link here: https://www.petco.com/shop/en/petcostore/s/petco-coupons-promos?cm_mmc=PETCO-PROMOTIONS-_-PTC_P_DTR_EM-PTC-PROMO_FW44_20181202_Promo_Last_Chance_20_off_60_or_40_off_100_ZH20_All-_-OMNI-SALESDRIVE-_-20181202_Last_Chance_20_off_60_or_40_off_100_ZH20_All&kxconfid=tbc1h9h8v&kxcampaignid=PTC_P_DTR_EM-PTC-PROMO_FW44_20181202_Promo_Last_Chance_20_off_60_or_40_off_100_ZH20_All&kxadvertiserid=zetahub&bt_ee=sRgiJBsvsxcitTPFyWw0mMPIZCWV%2BiLrhpFSZ1llNMkrAxjxMzEb6jjgbTtiYTCi41fxKeM3wLH0fS3tEuD5kw%3D%3D&bt_ts=1543765418527
I think the government should take charge of "small type" without an asterisk or the consumer could give their life away to any large corporate structure who adds small type for any creepy thing they want. I told the complaint manager she lost an online customer but she apparently didn't care. My advice to other customers is to click on their Exclusion link, first, because that's the only stuff they want to sell to you. They should advertise in large type "Select from Our Extensive Exclusions and Save, then get $40 off on a $100+ Purchase!" My only resolution and restoration to Petco online would be for them to honor their ad and give me the $40 off on a $100 purchase that they had promised me without an asterisk.

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9:08 am EST

Petco unable to cancel an order

I placed an order for NexGard and HeartGuard from their website on November 23rd and they were going to get my vet's approval in order to ship these two medications. I supplied my vet's name and contact information as requested on the Petco website. The total charge with taxes is $113.62 which is currently "pending" in my bank account. On November 28th, I received a call from my vet's office stating they had written the prescriptions for my dog's Petco order but they do not fax them so I had to pick them up. I picked up the prescriptions for the NexGard and HeartGuard from my vet and went directly to the local Petco store thinking I had to pick up the meds from them. Once at the store, the associate, Kyle promptly told me they do not have those medications on hand and proceeded to call the company for me to see what I could do. He was going to fax the prescriptions for me from the store, but Petco would not accept that. He was so apologetic and offered to compensate my time with some free dog treats for my dog. So today, November 30th, I contacted Petco directly and after nearly 45 minutes with someone who did not speak English very well and placed me on hold over 4 times to go to his "resources" could not cancel my order. I then asked to speak to a Manager and was given Terry in Premier Services. She basically told me the same thing and said they could not cancel my order and that it would take up to 14 days before my order would cancel itself after not getting any approval from my vet. In the meantime, I have a $113.62 charge pending in my bank account and now I have to go purchase these meds (more money out of my account) from my vet anyway and spend more money I don't really have to get my pet his meds in time for his scheduled doses. I cannot believe they couldn't cancel my order upon my request and it took over 45 minutes and two customer service people to basically do nothing for me. Very disappointed.

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1:22 pm EST

Petco pharmacy

I provided 3 prescriptions for my dogs food - hills science diet - and i kept getting the run around because it had my husbands name on the prescription ALONG WITH MINE - but he was not on the order. Your company CLEARLY doesn't care at all about getting the actual product to your client when the sufficient documentation is provided - they nitpick and make it extremely difficult instead. I had to go to my vet 3 times to provide the ridiculous documentation that is NOT needed to confirm whether or not my pet is actually in need of this prescription food. Your requests are absolutely ridiculous and create a runaround that will cause me to NEVER order from you again.

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2:17 pm EST

Petco manager

I have just literally walked out of the store and in disbelief. Regardless that my spouse is an employee, we came in as paying customers. I found a cat bed that was originally $19.99 and had an orange clearance sticker for $4.00. The manager came out and took a look at it, walked off pissed off, mumbling smart remarks asking my spouse "where did you get this from" and why would I discount something for $20 to $4, then he didn't even address me who was making the purchase and just continued mumbling something about this is why management should be the only ones discounting. First of all that is a passive aggressive accusation that we had somehow added a clearance tag. Second I am a customer and work in the customer service industry, there is no way that was in any shape or form good customer service. He just continued to walk around the store mumbling, I stood there for 10mins and not once did he come and address me or tell me there was going to be a resolution. On top of all that the one cashier was standing there BUSY and he was expecting her to do the register, I witnessed her calling other associates 4 times over the PA, not one came out to help, the manager came out but not he did not address the fact that the other associates were nowhere to be found. If this wasnt the only local pet store I would NOT return here. Your managers need a retraining on customer service, dont tell me that it's a stressful position because as I mentioned previously I am a manager that is in the customer service and hospitality industry so I KNOW the importance of good management and customer service. I ended up walking out of the store without resolution because he just continued to walk around the store in a huff and mumbling to himself and making passive aggressive smart remarks to my spouse who is an employee. I will reiterate that I was making the purchase NOT my spouse, but even then, hes off duty and we were PAYING CUSTOMERS. This behavior totally unacceptable ESPECIALLY from a Store manager!

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5:36 pm EDT

Petco service

As I was checking out with my items, I had told the cashier that I also needed 30 crickets. It seems they have changed the procedure for purchasing crickets. In the past, the crickets were located by the reptile supplies. Now they are located at the front of the store, in which the cashiers now have to package the crickets for the customers. The cashier rang up my items, along with the cricket purchase. The cashier then turns around to the other register and begins to check out other customers. She then turns to me and said she would get my crickets in a moment. As I continue to wait, she continues to check out other customers. At this point I am becoming frustrated because she has waited on 6 other customers and I am still standing there. I asked her if there was some type of procedure and that I felt it was unfair that I have not been waited on. She mumbled that I was being ridiculous and that she had called for help from other employees but they did not respond. She AGAIN turns around and waits on 3 more customers before another employee comes up to the registers to get the crickets. This employee stated that she was busy in the back room and couldn't make it up to front any sooner. She then gets the crickets and hands them to me without putting them in a bag. By this time, I am exetremy frustrated because the 2 girls continue to roll their eyes at me during this whole incident. I work in retail and understand that at times you have to bite your tongue but continue to be nice. I feel I was treated unfairly. I couldn't help but notice that they were not the only employees at the store at this time. Couldn't other employees been alerted that a customer needs assistance? I don't feel that I should have stood there for over 15 minutes waiting while over 10+ customers completed their purchases and left. I make a weekly stop at Petco for a variety of 9 pets that I have. I am disappointed in the service I received and very surprised that neither employee had said "sorry" for the long wait. In the future I will purchase my items elsewhere and hope to be treated differently.

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2:24 pm EDT

Petco dog trainer

went into the store today and purchased over 100.00 worth of products. As I was leaving, the dog trainer yelled out at me rudely in front of his students. He and I had a falling out as I trained him but chose to be blatantly rude. He also tells customers that buy invisible fences, choker collars and prong collars, that they are abusing their dogs. He has also gone against Petco policy by training outside of the store. He isn't even a good trainer as I never taught him to be rude to customers. He may have cost Petco all of my business and I spend easily 200.00 a month theirs. He should be terminated immediately.

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2:22 am EDT

Petco selling live rats for snake consumption

I work at a Petco in PA. I understand that many reptiles have particular dietary needs, and need live crickets, mealworms, etc. But I absolutely DO NOT understand why live rats and mice should be sold as food for snakes. I dated a herpatologist many years ago and he always bought frozen, thawed animals for his snakes. Even his larger snakes got whole chickens - feathers and all - that were frozen and thawed, because it was safer for the animals. I recommend this article for amateur snake owners...

https://www.wideopenpets.com/the-dangers-of-feeding-live-prey-to-snakes/

I hope Petco changes its policy regarding this issue. And as a former rat owner it breaks my heart that they suffer a frightening, tortuous death.

Thank you

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5:07 pm EDT

Petco reptile housing

I was in the nampa, id petco earlier today, and there was a baby bearded dragon with severe mbd, possible loose substrate impaction because of the sand in their tank. Loose substrate can be deadly to bearded dragons because of the impaction risk. I almost bought him out of mercy to try and prevent the mbd from getting worse. Everything they had in their food dish was found on several lists I found from vet clinics, to plain informational website of what not to feed. The severity of the mbd was the baby could not walk but flop like a fish out of water to get around. Something. Needs to be done. This is not ok.

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4:54 pm EDT

Petco treatment of beta fish

The beta fish stacked up in small plastic bowls are lethargic and half dead. The trearment of the fish is reprehensible. Is thier water ever changed? Are are obviously not fed. The treatment of all the fish here but particularly the betas is so bad I only go to the pinellas park store to buy stuff if I can't get it on amazon or walmart. I have to avert my gaze when I walk past the betas. I have mentioned this to staff several times but the smile and shrug but do nothing about it. Peta may need to look into them.

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2:50 pm EDT

Petco food

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.

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12:27 pm EDT
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Petco grooming at chesterfield mi is terrible

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

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6:26 pm EDT

Petco dog grooming

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

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3:38 am EDT

Petco outrageous hawaii surcharge

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.

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Jennifer Ching
, US
Sep 30, 2018 11:31 pm EDT

Agree. Disgusting. Bye!

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6:30 pm EDT
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Petco guinea pig

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!

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12:54 am EDT
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Petco price match their own chain of stores petco unleashed

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.

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1:21 pm EDT

Petco 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.

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8:13 pm EDT

Petco employment

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

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8:17 pm EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Petco - Outrageous new surcharge for hawaii shipments!

For over 12 years, i've had great monthly online ordering experiences for my cat's food and his supplies.. Because petco offers the free shipping promo for purchases $49 and over for most of its products, it was a great and efficient manner to have my order delivered to my doorsteps because I am almost 80 years old and can't walk or carry anything because...

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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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Petco contacts

Phone numbers

+1 (877) 738-6742 +1 (858) 740-0832 More phone numbers

Website

www.petco.com

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