Petco

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!

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.

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.

11/07/22 This young lady ordered food from my establishment, upon delivery she refused to come get it from the driver. The young lady groomer asked if she had tipped, and the driver said yes .28 cents. The groomer said oh no and gave him a $5 tip and said he was super nice and polite the entire time waiting. I went by actually spoke with her because I was going to give the tip back and fire the driver until she explained what really happened. We know that we can't ask for a tip nor do we. Her complaint goes to our upper management and could have costed him his job. Her fabricated story has put a bad light on your company and will definitely push me to other pet supply chains and I love coming into Petco.

I am enrolled in the Petco PALs reward program. I checked my app, and it states 0/9 bags dry food purchased. You get the 10th bag for free, this was the reason I signed up for the rewards program and went with Petco versus their competitors Chewy or PetSmart. I called the customer service and was told in addition to enrolling I had to "activate" this perk on the app. I was never told this in-store and I even called customer service when I enrolled bc I was having some issues with my account and was also never told this. After telling me you have to enroll, the agent tells me all purchases within 7-days count. I have purchased 6 bags of food this year alone. Then she offered me a $10 credit. A $10 credit instead of the $70 bag of dog food I should have received (after my 9th bag purchase). This is an ultimate scam. If I dont receive the honored credits of my previously purchased bags of food, I will be cancelling my subscriptions for my two large dogs food and instead taking my purchases to Chewy.

I ordered prescription dog food That I have not received and it’s been two weeks I have called four times and was placed on hold for over two hours each time to be told that I needed to re-order the food all over again. The last time I called I told them to order the food only to be told that I would have to do this Process all over again and to continue to wait. In the meantime I am buying cans of dog food each day, which is over four dollars a day for the last two weeks. Customer service doesn’t really care about my situation and how I can just run to the store to buy this dog food. I have been hung up on several times or told they would call me back and no one has done this.

On October 20, 2022, I took our 3-year-old, 5.8lb Yorkie Chanel to be fully groomed at store #00473. This was our 1st time here. We arrived around 11:50 for her 12:00 appointment. I was back in my car @ 12:05 after having a conversation with the groomer. The groomer explained to me that if Chanel moved around too much it could be just a bath that she would be able to give her. She gave me an estimate cost of $62 for the grooming and teeth brushing which was an additional $12 and that it would take 2-3 hours. I received a call at 12:31 and text at 12:34 saying that Chanel was ready to be picked up. I spoke with the groomer on my way to try to understand what happened. When I arrived to pick up Chanel, I let her know that I was dismayed that she is the only groomer that has ever started out with doubt that she would not be able to groom her without even trying. She said she bathed her, she cut her bangs uneven and did nothing else and these are the charges: $10 face, feet, $30 long hair xs bath, $12 teeth brushing, $5.99 material fee. Her body was not cut at all. This was very unprofessional and a waste of time and money. I still have to pay to have her groomed by a professional groomer.

Dis-satisfied Customer in Houston

To Whom it May Concern,

I am filing an official complaint about the Petco Grooming on Spring Cypress and 249 in Tomball. My dog Zoey has been groomed there for at least five years. She is thirteen years old and is a poodle mix. She is about 15 pounds with a teddy bear face and a docked tail. I took her for a grooming appointment last Saturday, the 15th of October. I made the appointment through the Petco App on my phone with the same groomer as last time- Theo. When I dropped her off, I spoke with the grooming manager and told her that I wanted the same cut that she has always received. I also purchased a monster makeover-which was extra. My daughter went to pick her up and called me right after saying "Mom, they did something to her ears". I immediately went home and saw that they cut five inches off of her ears, leaving about a two inch ear. I was mortified because she is a poodle and has NEVER had her ears trimmed like that. I immediately called the store and no one answered the grooming line so I called and spoke with the store manager, Jacob. This was around five on Saturday the 15th. I told him the issue and he said he would speak with someone at grooming and he would contact me back. I also asked him for a refund, at least for the extra service. He said that he would offer me a credit, if I chose to stay a customer, on my next service. He has not returned my phone call. It is now Monday the 17th and I called this morning to speak directly to the grooming department. I spoke with the person that answered the phone and she transferred me to the manager-Red. The manager listened to the events that occurred and said the groomer made a note that said Zoey's ears were matted. But that because that was such a drastic change-I should have been notified. She said that her ear hair will grow back. She offered no solution.

Ultimately, I was not notified of the drastic trim to her ears beforehand and not called back by the manager. This situation was completely inexcusable. I have groomed her regularly (every 6-12 weeks) for her entire life-most of it being at Petco. This has never happened and should never happen to anyone. Zoey is flinching now when you touch her ears. She is shaking her head, like she doesn't know what is happening. My family and I are completely shaken over this and I have lost sleep. We have been crying for two days. Our dog does not look like our dog. I will never take her back there.

Thank you for your time and support,

Jenni Richard-mom of Zoey Richard