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

  7262 N Rosemead Blvd San Gabriel, CA 91775

• 

  Petco Animal Supplies Inc

  2365 NW Kings Blvd Corvallis, OR 97330

• 

  Petco Animal Supplies Inc

  1601 Market Place Dr #371 Great Falls, MT 59404

• 

  Petco

  809 NE 45th St Seattle, WA 98105

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:06/04/2025

  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 order same day delivery (cat food) as I am a handicapped senior citizen and do not go out. I have received incorrect items every time I order and swallow the loss, however this time it is so blatantly disrespectful that they send ten cans of the same food that probably doesn't sell. No matter what I order, the store sends anything they have and not what I ordered. I have specified time and time again NO ****, I only purchase minced pieces of cat food as my cats will not eat the ****. If they don't have the item, then they shouldn't send anything or call (they have my contact info) and ask if there is a substitution I will accept. I cannot go out to return the items (which were incorrect on their end, not mine). I explained that I cannot walk to go to the store to return the items, but if they sent someone out to my home I would gladly return them as long as someone picked them up. I also was missing 8 cans of food that was not credited on the total bill. They are not accommodating when they already have my money. It is disgusting that they can get away with this time and time again, especially with someone who lives on Social Security and has limited income!

  Business Response

  Date: 06/10/2025

  Hi ***** ********,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We sincerely apologize for the repeated issues you've experienced with your recent same-day delivery orders. After reviewing the order, our records show that the correct items were delivered for your most recent order.However, we understand your concerns and truly regret any confusion or inconvenience this may have caused.
  

  As a gesture of goodwill, weve issued a partial refund of $35.24 to your original payment method 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

  
  

  Customer Answer

  Date: 06/10/2025

  
  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. However, I DID NOT receive the correct items that I ordered.  I enclosed a picture of the wrong items.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:06/03/2025

  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.

  Had a vital care premium package with them for years. After finding out that they completely changed what benefits the package gives you I went to cancel the plan. The company told me that it is an annual membership and I cant cancel it even though what I originally signed up for is completely different then what Im getting now. This is completely an unfair practice and the company is refusing to do anything about it.

  Business Response

  Date: 06/04/2025

  Hi ***** ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for contacting us regarding your ********** Premier membership. We understand your concerns about the recent changes to the program and appreciate the opportunity to address them.

  ********** Premier is structured as a year-long commitment, as outlined in the terms and conditions agreed to at the time of enrollment. These terms are in place to help maintain consistency in the program and its offerings. That said, we value your loyalty and feedback, and as a one-time courtesy, we have made an exception to cancel your ********** Premier plan for ****** You will no longer be charged for this membership, and access to its associated benefits has been discontinued effective immediately.
  

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

  
  

• Initial Complaint

  Date:05/31/2025

  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 the *** Essentials training package from Petco (*****, ** location) on February 24, 2025 for $200. I began the first set of classes in March and completed them by the end of April.After completing the initial portion of the training, I tried multiple times to contact the store by phone to schedule the remaining sessions included in the package. Each time, I was told the trainer was unavailable, they were too busy, or someone would call me back but no one ever followed ***** of now, I have paid for services that have not been provided and have encountered a complete lack of accountability from the business. I am requesting a refund for the unused portion of the *** Essentials training package.

  Business Response

  Date: 06/08/2025

  Hi ***** *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for bringing your concerns to our attention, and please accept our sincere apologies for the frustration and inconvenience youve experienced.
  
  We understand that you purchased the *** Essentials training package from our *****, ** location on February 24, 2025, and completed the first portion of the training by the end of April. Were very sorry to hear that you were unable to schedule the remaining sessions despite multiple attempts to follow up.
  

  This is not the experience we want any of our guests to have. We have coordinated this matter with the store leadership and training team to better understand what occurred and to ensure accountability. In the meantime, a $116.08 refund was issued 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

  
  

  Customer Answer

  Date: 06/09/2025

  
  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:05/30/2025

  Type:Delivery 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 placed an order for a Betta fish on May 28, 2025. On Friday, May 30, 2025, I received a call from stating that my order for my Betta fish could not be delivered today due to the apartment number not being present on the label. When placed my order with Petco, I provided my full address, including my apartment number. Please refer to images attached to this complaint as it clearly shows in the order details my full address in my apartment number that Ihave entered. I had to call back-and-forth Petco to ***** to Petco to try to get my apartment number added. ***** informed me that the Shipper can only update the address for the order. After calling Petco customer service I was told by customer service ***resentative **** that they were not able to update my my address with the number that they left out on the label so now I am completely lost. I asked **** the customer service *** for ********************** to provide me a refund since I did pay $30 for shipping in my order is still not here and it was supposed to be delivered on Friday. I was told that they do not provide full refunds for orders only if the order is listed as lost. In this case, ***** was not provided the full address from Petco. As a customer, I did everything I was supposed to do by providingmy full address, which includes the apartment Number And placing my order and paying for shipping. Now I have to go back-and-forth with Petco and ***** about my issue and at this point, thefish will never be delivered and now because of Petco, my fish will be dead, so I am asking for Petco to provide me a full for my order so that I can get my money back for the fish and the shipping that I had to purchase Below I will be providing screenshots of my order details screenshots of ***** access and Petco has not provided me any email any text messages communications indicating that a client or ticket was placed for my issue. Petco does not have anywhere on website to enter feedback/complaints. This is poor customer service.

  Business Response

  Date: 06/04/2025

  Hi ****** *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced with your recent order placed on May 28, 2025.
  
  Please know that we have confirmed the full address, including your apartment number, was submitted during checkout. Unfortunately, due to a processing error during order fulfillment, your apartment number was not included on the shipping label.  Our IT and logistics teams have been made aware of this issue to ensure it is addressed internally and prevented moving forward.
  
  Given the circumstances and the delay, a refund of $54.86 has been issued to your original payment method for SKU 3191965,Male Stars Stripes Betta. The refund should be credited back to your original payment method within 510 business days. Please note that the exact timing may vary depending on your banks processing policies.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:05/25/2025

  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.

  Please refer to my complaint letter attached below.

  Business Response

  Date: 06/01/2025

  Dear ****** ****,

  This message is in response to your Better Business Bureau case #********.

  Thank you for taking the time to share your recent experience at our **** location. I want to sincerely apologize for the frustration, inconvenience, and lack of empathy you encountered during your visit.
  

  We understand how challenging it must have been to manage the situation alone with young children, and were truly sorry that the service you received did not meet the standards we expect from our team.Your feedback regarding both the return process and the conduct of our staff is deeply concerning and has been taken seriously.
  

  Weve shared your comments with the appropriate leadership team for review and follow-up. Its our understanding that you have already discussed these concerns with one of our managers. To ensure clear and consistent communication moving forward, we will continue to route any further concerns related to this matter through that manager until the issue is fully resolved.
  

  Thank you again for bringing this to our attention. We sincerely regret the negative impression this experience has left and appreciate your patience as we work to improve.
  

  Sincerely,
  Petco The Health + Wellness Co.

  
  

• 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:05/08/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Have been using Petco for grooming for many years. Also buy all of our pet care and food from this store. They have a rewards program that in my opinion is a scam. At least for the free dog grooming every 8 grooming. I have two dogs whom we groom every two to three months on average which means we should have been receiving a free one one to two times per year. I have attempted for several years to start receiving this perk. I will not go into all of the excuses as to why they claim they cannot honor this perk. Today, however when I attempted to explain to two managers the situation Manager ***** cut me off and said "Sorry, I cannot help you. That is a corporate issue". Which is one of the standard answers I have received. Contacting corporate is a waste of time too. I walked away to go pay at the register once she told me she could not help. My wife stayed behind and ***** started saying she could not help because I walked away. This program is a scam. The manager is a lying, rude, unprofessional contact. Again I will not go into all specifics and I'm sure ***** will say it was all my fault because I walked away once she said she could not help. We have spent our last dollars at this corporation.

  Business Response

  Date: 05/14/2025

  Hi ****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for reaching out and sharing your experience with us. We deeply regret that you've had this frustrating situation and understand your concerns regarding the grooming perk program. We value your long-term loyalty as a customer, and were truly sorry that this has been your experience.

  Please know that we take your feedback seriously. We have forwarded your complaint to our store leadership team to ensure that your concerns are addressed. Additionally, if you would like to check if theres any issue with your grooming perk accumulation, we encourage you to contact our customer service team directly. They will be happy to assist you in reviewing your rewards status.

  As a token of our apology for the inconvenience this has caused, we have issued a $50 eGift card to your email address, which can be used for any future purchases or services. We sincerely hope this helps restore some trust in our services.

  
  Once again, we are sorry for the experience you had with our staff, and we truly appreciate your feedback
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 05/15/2025

  Thanks for a response but we have decided to end spending any more of our money with your company.

  I have reached out to customer service numerous times most recently before opening the complaint with the BBB. Just a brief history- I attempted through the store and customer service to start receiving the grooming perks which customer service finally straightened out for me earlier this year and I received a free grooming on the app.  We had our dogs groomed and I forgot to mention the perk at check out ( your store didn't mention it either). I went back to the store the same day and was told the store would not help only customer service or I could wait until next grooming.  About 5 days before the perk was set to expire we attempted to make appointments but xould not until after perk expiration date. The girl who mad appointment said they would honor it since the appointment we could get was only a few days after appointment. At that grooming we were basically called liars in that "no one would have said that" including the young lady who made the appointments claiming she never said it. Managers first words when I was explaining was " I cannot help you" so I walked away to pay. Then was told I couldn't be helped because I walked away.  

  Also just FYI. I have not received an email with a $50 gift card as stated in your response. Just another false promise that some how is my fault I'm sure. 

  Thanks Again. Formerly your Customer

  **** ****

  Business Response

  Date: 05/20/2025

  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 truly apologize for the frustration and confusion youve encountered, and we understand your decision to no longer spend money with our company. We value your feedback and take your concerns seriously.

  Weve looked into the situation regarding the $50 gift card and can confirm that it has been resent to your inbox. Please check your email, including your spam or junk folders, in case it was directed there. We want to make sure you receive this as promised.

  We are truly sorry for the issues youve faced with the grooming perks and the lack of support from both the store and our customer service team. This is not the experience we want for our customers, and we understand your frustration.We appreciate you bringing this matter to our attention, and we will work on improving our communication and service in the future.

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

  
  

  Customer Answer

  Date: 05/26/2025

  Your concern is noted. As is the fact that the confirmed message you spoke of has never reached my e-mail. And yes, I did check all of the possible file locations. It is not there.  I get it. Your e-mail system works as good as your perks app.  

  Mark