Petco
reviews and complaints

Placed order 8/6/2020 thru PetCo and affiliated partner Express Scripts for a life saving heart condition drug for dog. Now, 4 days later order still saying that it is awaiting Vet approval, Vet has faxed approval 2-3 times now. Called customer service @ [protected] with vet on the line with me and customer rep gave a phony fax number of [protected] for vet to fax approval to. Called number only to find out it is not a fax # or even an existing phone number. Can not understand why agent lied, but it is disturbing as this drug is LIFE SAVING for my pet.

order date 8/6/2020 current date 8/10/2020
Order Details

Status
Waiting on vet approval
Order Total
$77.66

We went in petco searching for a ferret and found one. After asking the associates about the animal and weighing out our options, we decided to purchase the animal. After telling the store associate multiple times that we had the proper equipment to care for this animal, she continued to question us. Any additional information on the animal can be researched. This was a racially motivated response to allow us not to be able to purchase this animal. The store associate didn't care to look us in the eye as we were constantly questioned with disregard to our response; as if their decision was already made. The associate made it clear that she had the authority to deny a sale. There was no reason to deny a sale when we explained the dimensions of our cage for the young ferret. The associates at this petco were discriminatory in their decision to not allow us to purchase the ferret.

This interaction took place at petco store #1872 in sewell, nj 08080.

I had just finished washing my dog at the self wash station and I payed so I took my dog into Petco to pick out a treat. One of the employees from the wash station ran after me asking if I was 18. I'm under 18 so I said no and she said that I technically wasn't suppose to be allowed to wash my dog. She chased me through the store and said this after I'd already washed my dog and paid. I was so embarrassed and angry that I left immediately.

I almost died laughing when petco started the whole surcharge for Hawaii I like to order my dogs food because I work late and most of the time petco is closed by the time I'm off and having 3 dogs they go through food fast. But I'm not pay $30 more just because petco wanted to change their shipping company. So now I go through PetSmart. Which only charges like $5 which is way better then 30 on top of the price of the dog food.

*** I have filed a BBB complaint! ***

The story:...

I placed an on-line order with Petco 8/13/19. 8/14/19 I contacted them (1-877-738-6742) to cancel the order that had not been approved by my veterinarian (required for a prescription item) & had not shipped. I WAS already billed for the product though. 1st they said couldn't cancel the order & that I had to accept it & return it for credit after I received it, then I was told they would cancel it.

I talked to Petco Customer Service daily over the next several days & was told again that they would submit a cancellation & I would get refund. 8/16 10:57am talked to 'Angel' & went through the whole explanation again. When I asked for a supervisor Angel claimed none were available but said the order would be cancelled in 24 hrs & gave me 'reference number [protected]'. 8/17 I received an email that the product shipped.

Immediately I called Petco again & asked WHY this shipped when I was told they were going to cancel the order. They claimed the order was already too far in progress & could not be cancelled so I had to keep the order. I told them I was NOT keeping it & wanted them to honor the previous discussion & give me a refund. At this time I talked to Vanessa who again said a supervisor was not available & told me to return the items to the closest store & I would get a refund.

8/21 12:10pm the product arrived, I took it to a store who wouldn't accept it because it's prescription medicine & they can't accept prescription orders. They told me to call Customer Service & talk to a Manager. I told them I had done that to no avail. I called Customer Service again & talked to Michelle who said she would push to get the refund processed & send a 'pickup' for the product to be returned.

She also promised me an email that I never received. 8/28 8:24pm No refund-No pickup-No email. Called again. Per Jennifer the refund is still pending.

I waited on hold for about 45 minutes & talked to Kim 'a supervisor'. Same story-she can't process the refund & needs to talk to someone else.

ref [protected] ord [protected]

Reason of review: Poor customer service.

Monetary Loss: $160.

Preferred solution: Full refund.

We will never return to PETCO for any supplies. We have 2 small dogs that have been groomed twice at the Brimfield Ohio location. This time we tried to reserve and was told not to bring animal in because it nipped. Use muzzle the dog weighs 12#. He is Shih Tzu we rescued from a Miami hurricane years ago like 7. He was tortured and abused. This location is reputed to have poor grooming customer service.

I purchased a live salt water animal. Within 2 days I realized it was very sick and in the process of dying I removed it from the tank and noticed 3 infected wounds on it.

I returned the still living animal to Petco, and was told they would not refund, credit or replace the animal.

There are no signs saying that salt water animals are not warranteed. I was not warned by the sales person at the time of purchase that the animals are sold as - is and it is "Buyer Be Ware"

The purchase price was 30.00, and if the animal had died in my tank it would have killed everything in it!

We have spent hundreds of dollars at this store.
I won't shop there again and tell as many pet owners as I can to get their pets and supplies elsewhere .

I tried to use my gift card with a balance of $300. I started spending from it the first transaction for $109 and then tried to use it again. poof my money was gone the company stole my money and they did not even provide any costumer service I told them about the website having issues with the card and then trying for third time the card showed a $0 amount. where did the money go? is petco stealing the money? and I cannot take the balance back because they say that I used my balance. I will be taking this issue to the store since the customer service was terrible. I do not care about the balance but how disgusting this store is and how disgusting it is for them to steal gift card money such a shame.

I have been calling the grooming number all morning to advise them that there is traffic and therefore I will be late. After finally arriving at the union square branch (having exited my cab and walking 15 blocks with 2 dogs) the chap there is sitting there, clearly not interested and clearly the same guy who has not answered the phone al morning, informs me there are now no slots and it's nothing he could do.
Useless service and I'll never use this again. The poor dogs are exhausted and the service received today has led me to think you have no skill in customer service.