Complaints

This profile includes complaints for Petco Animal Supplies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Petco Animal Supplies Inc

  10850 Via Frontera San Diego, CA 92127-1705

• 

  Petco Animal Supplies Inc

  4300 E Main St #A Ventura, CA 93003

• 

  Petco Animal Supplies Inc

  51 Peninsula Center #A Rolling Hill Est, CA 90274

• 

  Petco

  5700 100th St SW Lakewood, WA 98499

• 

  Petco

  6842 S Redwood Rd West Jordan, UT 84088

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 5/15/2025 Amount Charged: $65.82 ************ charged me for a repeat delivery service that I canceled months ago! The people they employ in support are extremely rude and refused to refund me! I am sending a full refund immediately!

  Business Response

  Date: 05/20/2025

  Hi **** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for your email, and we sincerely apologize for the frustration and inconvenience youve experienced. We understand how upsetting it can be when there are issues with charges, and we want to resolve this as quickly as possible. 
  
  A $65.82 refund was issued on 5/15/2025 and you should see the funds reflected in your account within 5-10 business days, depending on your banks processing times.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO
  

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Petco is advertising 50% off your first repeat delivery order, no where on the site does it say its only up to 60$. Petco is falsely advertising and bait and switching I have proof to show what it looks like on the customers end

  Business Response

  Date: 05/20/2025

  Hi **** ***********,
  
  This communication is in response to your Better Business Bureau case # ********.

  Thank you for bringing your concern to our attention. We apologize for any confusion or frustration caused by the promotion for 50% off your first repeat delivery order. We understand how important it is to have clear and accurate information when shopping, and we appreciate the opportunity to clarify.

   To address your concern, the maximum discount amount for the 50% off promotion is $80, which is outlined in the terms and conditions of the offer. While the promotion provides 50% off, it applies only up to a maximum of $80 off your first repeat delivery order. This may not have been fully clear in the promotional details, and we sincerely apologize for any misunderstanding.

  Thank you for your patience and for giving us the opportunity to clarify this matter.
  
  Sincerely,
  Petco - The Health +Wellness CO

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase in store- 5/2/2025 Item- Leaps and Bounds flocked dog toy s/m blue sku ******* On 5/9 my dog (20 pound Goldendoodle female) began profusely vomiting. She vomited 8 times before this round plastic disc came up that is part of the toy detailed above purchased at Petco. Vomiting continued every hour throughout the night. No fever present. 5/10 dog required a ln emergency vet visit. She was seen by a doctor, had an x-ray, and began fluids for being dehydrated. She was given anti nausea medication. A special radiologist was referred to view the x-ray due to the material suspected could be the cause. 5/10 she was released after receiving fluids for her dehydration and given multiple medications to help with nausea and inflammation. Over the next couple of days dog slowly started to feel better. No other foreign material was found. On 5/11 petco was contacted about the incident and made aware of how pressing it was to remove this toy from your store. I was told I would receive a call back that day and did not. 5/12 I received a call from the store where I purchased the toy and I told them everything, sent photos, and still nothing came of it. I was also still waiting for this call back from corporate that was requested in 5/11. 5/14 I made another call to Petco. I sat on hold with no avail to reaching the appropriate person to speak to regarding this incident or any of the others that people are leaving reviews about online. At my last check, there were 6 reviews about this same type of incident my dog was involved in and more had been left since I posted mine. Its a very serious matter. I cannot get through to anyone at Petco to discuss this matter. Toy needs to be made unavailable on all platforms! Its also being sold on ****** and *********

  Business Response

  Date: 05/20/2025

  Hi ******* ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out, and were very sorry to hear about your dog's experience. We understand how concerning this situation must have been for you and your pet, and we truly apologize for the distress caused.

  We have escalated your feedback to our ***************** team, and they are currently investigating the matter. In the meantime, we have sent you an email to gather further details. Please feel free to respond to that email and attach a copy of your vet bill and the vet report, so we can better assist you and address your concerns.

  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:05/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding the treatment my dog and I received at one of your grooming salon locations. I have previously brought my two large-breed dogsa Lab mix and a Great Pyreneesto Petco for grooming without incident. Based on those positive experiences, I scheduled a grooming appointment for my current dog, a Pitbull, the day before he was due to be *********** Pitbull is sweet-natured, non-aggressive, and social. While he is energetic and may bark when kenneled, he does not lunge, growl, or show any signs of aggression. Upon pick-up, the grooming employee praised him, said he did wonderfully, and even expressed interest in grooming him again. However, I was then told by that same employee that the manager had decided to ban my dog from the salon. When I pressed for a reason, I was told that the manager didnt like that he barked a lot and felt nervous because he is a Pitbull.This explanation leads me to believe that my dog was banned solely based on his breeddespite good behavior and a positive report from the groomer. That is unacceptable and discriminatory. Breed-based prejudice perpetuated by a manager in a professional grooming setting is not only unprofessional but deeply concerning.I have called your customer service line six separate times in an effort to speak with a supervisor and file a complaint. Each time, I was told someone would follow up within 2448 hours. To date, over two weeks later, I have received no response, and the salon manager refuses to discuss the matter with me *********** minimum, I am requesting a full refund for the grooming service and a formal apology for the way this situation was handled. I also believe Petco should address and correct the biased decision-making allowed in its grooming facilities.

  Business Response

  Date: 05/19/2025

  Hi ******** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for taking the time to share your experience, and I want to sincerely apologize for the distressing situation you and your dog have encountered at one of our grooming salons.
  
  We have previously asked our store leadership to reach out to you regarding this issue, and I believe you have already discussed the concerns. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our manager until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + ***********

  Customer Answer

  Date: 05/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ******
  
   
  

• Initial Complaint

  Date:05/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See attached letter .....

  Business Response

  Date: 05/08/2025

  Hi ****** ********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are very sorry to hear that you have not received the additional case of food from your past two orders. We understand how frustrating this must be, and we sincerely apologize for the inconvenience this has caused.
  

  To resolve this, we have filed a trace for the missing package to investigate further. Additionally, we have issued a refund for the lost cases of food from both orders. The refund should reflect on your account 5-10 business days after processing.
  

  We appreciate your patience as we work to resolve this issue.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

  Customer Answer

  Date: 05/08/2025

  The issue of terrible phone customer service agents should be addressed also. I realize they are based overseas, but that is no reason for them to be so rude to customers needing assistance. They should also honor requests to speak to  supervisors, and not abruptly disconnect calls. This type of behavior has occurred more than once . Maybe random quality control calls should be made from the corporate office to identify and remove these rude customer service agents

  Business Response

  Date: 05/13/2025

  Hi ******,
  
  This communication is in response to your rebuttal with Better Business Bureau case # ********. 
  
  We are truly sorry about your ongoing disappointment on the issue. We sincerely apologize for the frustration you've encountered.
  

  We completely understand your concerns about the quality of service you received. Please know that we are committed to providing respectful, efficient, and helpful support to all our customers, regardless of where our team is based. We will take your feedback seriously and work on improving our processes to ensure this doesnt happen again.

  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 05/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dog has received grooming services from PetCo for 5 years now. Hes usually groomed at the ****** location. In February 2025 the ****** location was booked, I then scheduled with the ******************** location. When we arrived the groomer was rude. She called an hour later and asked for my pup to be picked up. She said he was uncomfortable. I scheduled an appointment with the ****** location April 19th, 25 for April 27th @ 2:15pm. At 9am the location called and said they would not see my pup due to notes in the system of him having hip pain and his p**** sticking out. PetCo has no policy that say the such, they have never informed me of any policy and further more hes been seen by their vet who has never mentioned any such issues. PetCo has been negligent because if this is the policy they have never provided it and have put my dog at risk. Furthermore PetCo request they must be informed of cancellation 48 hours in advance, I was not and it was an inconvenience. I have requested policies and any medical documents to move further with legal counsel.

  Business Response

  Date: 04/30/2025

  Hi ******* ****,
  
  This communication is in response to your Better Business Bureau case # ********.
  

  Thank you for taking the time to share your experience. Were sorry to hear about your recent experience at the ******************** and ****** locations, and we truly regret that the service you received did not meet your expectations or reflect the level of care we aim to provide. We have previously asked our manager to reach out to you regarding this issue, and I believe you have already discussed the concerns. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our manager until it is resolved.

  We appreciate your loyalty over the past five years and take this matter seriously.
  

  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  
  

• Initial Complaint

  Date:04/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vaccine package for my puppy through Vetco Clinics. I was only able to use three vaccines before selling the puppy. The new owner is not interested in using the remaining services. When I contacted *****, they informed me that they do not offer refunds. I feel it is unfair to pay for services that cannot be used, especially since the circumstances changed unexpectedly. I am respectfully requesting a partial refund for the unused portion of the package.I would like to receive a partial refund for the services that were not used.

  Business Response

  Date: 05/01/2025

  Hi ******* **********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  A copy of your complaint was shared with our ***** team to ensure that this will be addressed accordingly. We were advised they will reach out via their platform to resolve and they will be issuing a refund for the pending package services. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our ***** team until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  
  

  Customer Answer

  Date: 05/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* **********
  
   
  

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was ordering dog food. The food I selected advertised 10% off $50+ when you buy online and pickup in store. The food was $74.98 so it should qualify. But upon checkout there was no discount. I did the customer service chat and they said some brands/products were excluded. But it does not show any exclusions on the page for the food that was showing the discount available. And there was no asterisk or anything showing any terms. It just said 10% off $50+ for pay online and pickup in store. I feel this is false advertising of a discount and very misleading to customers.

  Business Response

  Date: 04/30/2025

  Hi ******* *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for contacting us and sharing your experience. We sincerely apologize for the confusion regarding the 10% off promotion for online orders with in-store pickup.
  While the promotion does apply to qualifying orders over $50, some brands and products are excluded from this offer. We understand that these exclusions were not clearly communicated on the page you viewed, and we truly regret any frustration this caused. Your feedback has been shared with our team.
  

  Upon checking, one of our customer service applied a 10% discount to your recent order to honor the promotion as it appeared to you.
  
   Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO

  
  

• Initial Complaint

  Date:04/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Petco grooming in ****** on ************************** hurt my dog. They called me ********************************************************** to come back and pick up my dog Thunder. When I arrived I saw blood pouring out of my dogs nose and mouth. They informed me that they let my dog slam his face and head against a bath tub causing significant injuries to his nose and causing a tooth to crack. The blood was very significant and they were doing nothing to control this. My 10 yr old child had to witness all of this. This was traumatic for my dog and for my child due to Petcos negligence

  Business Response

  Date: 04/29/2025

  Hi ********* *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We are truly sorry to hear about the distressing experience that you, your dog Thunder, and your child went through at our ****** location. Its heartbreaking to hear that he was injured, and that your child had to witness such a traumatic event.
  
  We have reached out to the District Manager regarding this matter to ensure that this will be addressed accordingly. We were advised that he was in contact with you, and they are actively working on the case. They are currently completing a check request for reimbursement. To ensure a smoother and more direct communication, we will be directing all follow up regarding this matter through our district manager until it is resolved. We will also review this matter thoroughly to prevent such an incident from happening again.
  
  Again,I am so sorry for what you all experienced and thank you for your understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the vital care subscription for my dog, as always cause I am a 5 yes long member, and took my dog to get his free nail clippings (it's part of thr subscription) and was turned away 3 different times saying they couldn't clip my dogs nnails! Out of the 5 years I have never had this issue! And when I called expressing my concerns I was offered a $4 refund

  Business Response

  Date: 04/25/2025

  Hi ********* ******,
  
  This communication is in response to your Better Business Bureau case # ********.

  We apologize for the inconvenience youve faced with the nail clipping service. We understand how disappointing it must be, especially after being a loyal member for five years.
  

  Regarding the refund, since rewards were used on your purchase, were unable to issue a full refund. However, as a one-time courtesy, a $4 partial refund has been processed, which should reflect in your account within 5-10 business days.
  

  We truly appreciate your loyalty to Petco, and were sorry for any frustration this situation has caused.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO