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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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J
11:12 am EST

Petco Returns

I drove 30 minutes to petco to return an item only to be told returns are suspended until after the pandemic. That's fine, but it's not okay that I wasted my time driving to petco just to be turned away. Hiding it in the fine print is bs. It should be prominent on your website that returns cannot be made. I will no longer shop at petco as it is unnecessarily inconvenient.

Desired outcome: Easy and simple return process

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5:34 pm EST
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Petco Betta

The Bettas are in a small cup this is not okay. Bettas require a heater and a minimum of a 2.5 gallon fish tank.they should have some gravel and something to hide in. My suggestion is get a 10 gallon tank with a heater and dividers so 5 fish can have some space and something to hide in.You will need a filter too.people help me fix this problem or shut this store down.

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2:13 pm EST

Petco Gift card

I purchased $200 Gift card on December 10th and I still have not receive it. I tried to contact Petco Cashstar support many times by phone and email but did not get response back until Dec 25th. Here is the explanation:

Please note that it takes our Gift Cards 1 to 5 business days to process in our system before they are shipped out.

According to our records, your Gift Card was shipped from the fulfillment center on December 16th, 2020 via USPS Ground, and it will be delivered to the following mailing address added at the time of purchase:
xxxx
xxxx
xxxx
Currently, there is no available tracking service for USPS Ground shipping; the normal shipping time for USPS Ground is 7 to 10 business days, excluding holidays & weekends.
If there is anything else I can assist you with please let me know.

Thank you,
Sarai H.
Petco Gift Card Support
[protected]@cashstar.com

Really? Petco never post the expected delivery date and no tracking when I purchase. What kind of service is this?

I will never buy anything from Petco and again and I will make sure everyone I know will do the same.

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9:40 am EST

Petco Grooming

Received a call from groomer on Sunday 12-20-20 asking if I could bring puppy in earlier that scheduled appointment because store closed at 6:00 p.m. No problem I replied how's 11:30 fine. (original appt scheduled at 3:30 p.m.).

I was greeted by Hollis Lenard his attitude was a bit concerning for me he asked for shot record I provided. I have a Bichon Frise who is approx. 5 lbs
Hollis informed me that my puppy was not a Bichon I provided records to show that I was correct. He then informed me that she was matted. I didn't agree however I asked him not to cut her ballad also at birth Riley's leg was damaged and it is noticeable Hollis asked what happened I explained with Hollis said with aggression I should have brought a letter from Vet. I then explained that she is health and enjoys life as a puppy with no issues.

I received a call from Hollis explaining that Riley was very active and Hollis was finding it hard to cut Riley I asked a few questions again Hollis is over talking me not allowing me to get details he said he video taped Riley's behavior I as if he could send the video to me he said he would try. I stated that I would come and pick Riley up.

I got there and Hollis again is very irrigated and I was explaining that Riley is only 6 months and had never gotten a cut she was probably just scared Hollis replied I tried and nothing can be done. I asked the question of how long he had been a groomer and that's when everything hit the fan.

He became extremely disrespectful and after all I had taken from Hollis we became engaged in a heated argument. I stopped and tried to calm the situation down he just became more belligerent which caused me to join him.

There was a supervisor called by this time the incident had accelerated between Hollis and myself. The supervisor was trying to calm Hollis down but it wasn't working.

I was trying to explain to the supervisor what happened but I couldn't get a word in for Hollis was so very disrespectful.

I hate I let this young man bring me down to his level.

My desired resolution is for someone other than the store supervisor take disciplinary action against Hollis and explain that there is a certain amount of customer service and respect that he should give customers. As well as demonstrating that Petco is a place of business and if he finds himself overwhelmed or frustrated that he should call a supervisor to resolve the situation because its oblivious that he doesn't have that skill set.

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9:39 pm EST

Petco Employee

I am a loyal customer of Petco and have invested a lot of money into dog training at your Hurricane/Teays Valley location in West Virginia for the CGC certificate. In addition to the money I spend in food, treats and toys for my dog. However. It has come to my attention that an employee by the name of Brenda that works there has inserted her judgement and opinion on how I correct my dog. Please note; this was an employee that should have been behind the register and had no business interrupting me nor the dog trainer for reasons stated below. This complaint is not in regards to the trainer - she is terrific.

On the afternoon of Sunday, December 20th 2020, your employee Brenda interrupted my paid dog training session with her personal dog and when my dog jumped up to see her dog in a friendly manner she acted like it was a problem and I then corrected my dog to sit and popped her in the nose so to give the dog and Brenda (owner) space since I seen it rattled her... now why she was even interrupting my pd session is beyond me? I guess she seen it more imperative to get attention and compliments for her personal dog and interrupt the focus of my dog while I was suppose to be in my 1 hour dog training session. She was hovered over the training booth with her personal pet and when my dog acted in a friendly manner to say hello to her dog - your employee acted rather snotty and rude to be honest as she always does to a lot of your customers that I have witnessed. I corrected my dog in a way that I seen fit and popped my dog lightly on the nose as I seen fit to discipline (which is my business) not hers... and instead of saying something to me she then directs her complaint to the dog trainer and says I should have not done that:
So 3 questions for Petco?
1. How is it the employees judgement on the consumer about how I handle my dog her business? Your employee needs to understand her role better and needs advised for this to never happen again.
2. Why is the Petco employee personal pets and the employee (Brenda) interrupting my paid time?
3. Why is her personal pet even there when she is on the clock? Also and again... why is she even inserting her opinion upon the customer or in my time slot with personal stuff that did not apply to her job title...

As a loyal customer of a Petco, I'm saddened to say I will not be returning or finishing my training there. I also own my own business as well working with a great deal of Teays Valley WV pet parents and you better believe I won't share my story of your employee Brenda's decision to insert her time and judgment upon the consumer. I am not happy at all with this matter and I hope that as a corporation you address your employee and management to better understand her role and title and mannerism. It is not her business as to how I correct my dog is a reasonable manner nor is it her paid time to insert herself.

Petco I am disappointed that my dog and I can not come back to your store because of your employee who needs nor only addressed but training in her role and understanding that I am the consumer who will not pay to be critiqued by someone who has not a clue who I am. I can assure you and employee-Brenda that my dog is very well taken care of, not abused in anyway and I have invested a lot of money and time into my dog so for her to voice her opinion as she so took it upon herself to do, clearly just lost Petco a super loyal customer.

Sincerely and with hope this gets addressed and forwarded to management there so that this employee doesn't feel the need to speak her mind so freely about customers. I don't pay to come into pet stores for employees to tell me how to manage my dog or talk about me to another coworker. Please address your employee so this doesn't happen to other customers. Thank you.

Once a Loyal customer,
Candace Rose

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N
1:08 pm EST

Petco Customer service/store policy

I have been shopped at the fort myers, fl store three times in the past month and a half. The last two visits I had no issues. This last visit, on a Sunday, about two weeks ago my boyfriend and I browsed through the entire store, found what we were looking for and went to the checkout line, he went to look at pets for adoption. One of your employees suddenly appeared with a box of masks, telling me your policy is to that customers are required to wear masks. So your store policy ignores medical exemptions? It must be so because when I explained that I don't wear masks for health reasons she argued that "we wear them for health reasons." Then she asked if I would put a mask on holding the box out to me. I'm going to explain to you how hypocritical it is when your store policy claims to follow CDC guidelines and your self righteous employee took it upon herself to decide which of those guidelines to follow and which to impose upon me. The CDC guidelines, which are recommendations only, (because you people don't seem to get this), are maintaining a distance of six feet, wear a mask if you cannot maintain distance, and wash your hands. My complaint is that your employee, clearly felt it was acceptable to willingly violate one CDC guideline to enforce another. This is nonsensical. She claimed "we wear masks for health reasons." If she was so concerned for her health in the presence of an unmasked person then why did she proceed to get closer? I know you can't provide a logical answer, as I'm sure she can't either. She continued talking to me, although I couldn't understand what she was saying because masks muffle your voice. She made a motion for us to follow her to the register, my boyfriend had joined me at this time. She stormed her way to the register, did not ask either of us for the number associated with our accounts, and I am aware that we could have entered it on our own accord, I know that any other time I've shopped at Petco the cashier asks. Her body language was angry, her arms were crossed, and she wasn't paying attention as there was a problem with the card reader, and we had to let her know this. Once the transaction was complete she told me in the future curbside pickup was available. Bottom line: I have been to Petco numerous times in numerous locations since the beginning of covid, I have never worn a mask before. I have never experienced the harassment I received in your store at the hands of this employee, at any other store I've ever shopped in. Ever. You have a bully in your employ and bullying is not acceptable at any age for any reason. Her actions were unjustifiable, covid or not. She could have left us alone and waited for us to have gone to the cash register where she was safe behind the plexiglass partition, instead she chose to be antagonistic. Then basically said without a mask I shouldn't be in the store. She had such an issue with people not wearing masks that it affected her ability to properly perform her job. You are lucky my boyfriend had made the purchase because I would have left your store without the product. If I am not allowed IN your store for whatever reasons I choose without harassment then I will not shop AT your store. You have lost at least two customers.

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2:40 pm EST

Petco Horrible customer service

On December 18th we had a grooming appointment at your Cattlemen Rd, Sarasota, Florida store where we've taken our dog for the last year. Unfortunately the new grooming manager is very unprofessional and and absolutely not very dog friendly by the way she was handling our pet. She not only made our pet very uncomfortable she tries to upcharge customers when you choose not to add on additional services. We have a 45lb golden doodle who is and has been charged as a medium dog since day one and this new manager claims he's a large dog and that rate was gonna change. We asked to speak with the actual store manager and while she left to get her I had a conversation with another employee about how they determine size of dog in reference to pricing. She pulled out a laminated guide which clearing states dog 29-51 lbs were medium sized. She then placed the guide away and when the store manager Alicia came in, she took one look at our dog as also said he was a large dog. When I asked how this was determined she said height and weight, so I asked to see the chart. She told me it was only on their computer so there was nothing to show me. I told her I didn't appreciated being lied to and she claimed to not knowing what I was referring to. When I pointed and pulled the laminated sizing chart she didn't know what to say. She refused to tell me what the size chart said because she realized I was indeed in the right.

The weight of our 5 yr old dog is clearly stated on his most recent shot records which they have a copy of and after a year of bringing our dog there we will no longer be a customer of this store unless you have trust worthy employees who value customer service.

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2:43 pm EST

Petco Consumer fraud

PetCo engages in consumer fraud by refusing to match PetSmart's prices despite its stated policy:

"The Petco Price Match - Retail Stores: We're committed to providing the highest quality products at the best prices. If you find a lower price for an identical item at any competitor's store, we'll gladly match it."

Liars...it has now lost my business for life.

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10:35 pm EST
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Petco Groomed with nails buffed and filed.

When I picked--up my baby I noticed that there was no scented smell I was used to. The man checking me out with my loved one stated - Your little man was so well mannered - and I said -well he is a female! I find it amazing that my dog was washed, clipped and nails buffed with them not realizing the sex of the dog they have been dealing with! Not only that - the front paws had not been clipped. I will not be using this store again. I had originally booked the appointment with someone - but the day before the appointment - when the verification of the appointment time appeared on my phone - I did not realize the appointment was for someone else to be dealing with my pet!
Not satisfied!

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2:49 pm EST

Petco Not able to use a coupon at petco that petco sent me

On 11/1 I went to the Petco at 12163 N Sheridan Blvd in Broomfield, Colorado. I had a coupon that I received in the mail from Petco. It was for $7.00 off on a bag for of Blue Buffalo, $1.00 off on a bag of Blue Buffalo treats and 20% off on a case of canned food. I asked a manager how to get a case. She said to just get 12 cans. So, I took the treats, bag of dog food and 12 cans of wet food. The cashier ran up my purchases and than scanned the coupons. It took the coupons for the dry dog food and the treats but not for the 12 cans. The casher called the manager and it was the same manager who told me to get 12 cans. The manager said she told me that it had to be all the same favor but she didn't do that. She argued with me that she had told me and I stressed that she had not. I finally told the cashier that I would take dry dog food and the treats but I didn't want the cans. The Petco at this location is next to a King Soopers and the wet food is generally cheaper than Petco unless I use the coupon. I did go to King Soopers and the cans were $2.00 per can which is quite a bit cheaper than Petco price.

I feel like the manager should have given me the 20% discount on the wet food and not argued with me about a case being all the same favor. I get these coupons because I do spent a lot of money in this store. I even adopted one of my dogs at this location.

My Petco rewards number is 308014828. My name is Ann Holly and my cell phone number is [protected]. I would like to get a call back about this complaint.

Thank you,

Ann Holly

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6:05 am EDT
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Petco Workers

Petco needs to hire people that really do care about animals. There's a difference between someone that just does it for a check, and someone that goes deep to get an answer for the customers aka pet parent. Petco should not hire just anyone - they need to hire people that want to make a difference - make life better not only for us, but for animals - their lives matter their lives give ppl jobs their existence has helped many like myself feel loved comfort and want to do better for anyone anything that needs help

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2:29 pm EDT

Petco Grooming

Went into the store with an appointment and told that need papers for rabies. I explained that dog had tag with date and told not good enough. They want papers. The tags are good for 2020 and I was told how do we know when in 2020 it expires. I told them to cancel appointment and I will not be back. Not sure with this kind of service how long petco will be in business

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12:14 pm EDT

Petco Pharmacy online and customer service

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

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9:22 am EDT

Petco I am complaining about grooming services

This is the second time within 3 months that I have been inconvenienced by your grooming staff. I make appointments in advance only to show up to the store and see a sign on the door that says NO GROOMERS TODAY. I received no phone call and was late for work because I had to take my dog back home and then proceed to work. Today my appt was at 10am and I received a phone message around 9 am stating that the groomer called out. We love our pets and their care is a priority for us. Your staff should take pride in their jobs enough to show up on time, as scheduled, when customers are depending on them for a service. Once was enough. Twice..Unacceptable and Unprofessional. Get it together Petco! You are losing our trust!-Bree
My email is [protected]@icloud.com

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3:16 pm EDT
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Petco Unprofessional behavior

The person from the cashier did not want to help me. He was catching so much attitude Threw my dog food on the side, walked away saying " I can't take this fu*kin [censored]" I believe his name was mike. The other cashier saw what he did and came to us but it was too late damage was already done. This was In Front of all the customers that was behind us. Absolutely unacceptable of his action and the profanity he used in front of everyone really shocked... I will no longer shop at petco in Hackensack, nj 07601

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9:40 am EST

Petco Employee is Not a Fan of Petco

I went in looking for a natural topical flea spray for a very young animal I rescued. He was 6 days old and couldn't have baths, couldn't use flea drops due to age, and was suffering from an infestation.

I asked the sales associate for help and she replied "I would never use any of these products. They are all extremely dangerous." I asked, "why does Petco sell it then?" She replied, "I don't trust Petco or anything they sell here".

Wow, what a great employee! When I asked to speak to a manager, she said: "I am one of the managers".

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12:30 am EST
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Petco purchasing of ferret.

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.

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7:40 am EST

Petco white mice

Took our 9 year old granddaughter to Petco for a pet mouse. She already had one pet mouse and wanted another one for a companion to her other mouse. Petco manager in Mooresville, NC refused to sell us a mouse. She said, "I'm not going to sell you just one mouse. If you want another mouse, go across the street to Petsmart and buy one!" She wasn't nice at all. She doesn't belong working with the public; especially as a manager! Horrendous experience. Had to explain to our granddaughter that Petco manager was just having a bad day.

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4:30 pm EST

Petco employee

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.

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5:19 am EDT

Petco surcharge

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.

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A
Ahn Nonymos
, US
Oct 23, 2019 6:19 pm EDT

Same here, i have always ordered pet food NEVER got a surcharge, until Today, and Harmony, was the worst Corporate Rep i have ever dealt with i have spent so much money here, but now PETSMART will get my business.
See ya PETCO

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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