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

  1090 E Fort Union Blvd Midvale, UT 84047

• 

  Petco

  1029 US Route 1 S Edison, NJ 08837

• 

  Petco

  2970 Northtowne Ln Reno, NV 89512

• 

  Petco

  6596 Youree Dr Shreveport, LA 71105

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: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:04/25/2025

  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

  
  

• Initial Complaint

  Date:04/16/2025

  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 this order on 4/10.The concern is about the Pentoxifilline as it is crucial for my pet, as we are talking about a life threating situation.Order has been placed in a timely way, and my vet approved it too. When I called today, Petco customer service wasn't able to locate the order number, which I regularly received via email, and recommended me to cancel and place a new one, with of course a huge delay and waste of precious time for my pet. Like I said he is in a life threating situation. How is this situation possible? Do customers care about those IT issues?It's not for the money I paid for the medication, this is for my cat.Will gladly provide more information upon request.

  Business Response

  Date: 04/19/2025

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

  We sincerely apologize for the frustration you've faced with your order. We understand how important the medicine is for your pet, and we're sorry for the delays. We know how urgent this is, and its unacceptable that our pharmacy couldnt locate your order.
  

  We understand your decision to cancel, and please know that we are working to fix this issue and make sure future experiences go more smoothly.
  

  Thank you for bringing this to our attention, and again, we are so sorry for the distress this has caused.
  
  Sincerely,
  Petco - The Health +Wellness CO

  
  

  Customer Answer

  Date: 04/19/2025

   I am not satisfied at all.
  And there are several reasons for that.
  
  First of all, they never shipped the medicine, not get let me know there was an issue UNTIL I called them.
  After days, IT never solved the issue, nor tried to reconcile backend all orders (it looks like there are other customers affected by similar issue).
  
  What Petco really doesn't understand as a business is that they focus on pet's health, and when we buy medicines, it's not because we like them, it's because WE NEED THEM unfortunately, and going back and forth like it happened to me, put the pet's life in a serious danger.
  
  There is really no way you can buy medicine online at Petco and collect them at the local retail store.
  
  Given, all the perils (unfortunately for me and the pet Petco has the best price around for that medicine) my cat has to go throught, the infinite phone calls and everything else, I find extremely direspectful Petco's answer. They weren't offering any real solution to my problem.

  Business Response

  Date: 04/21/2025

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

  Thank you for reaching out, and we are truly sorry about your ongoing disappointment on the issue. I agree that when it comes to pet medication, delays and lack of communication are unacceptable, especially when your pets health is at risk.
  

  I completely understand your frustration and agree that the situation should have been handled much ********** should not have had to make multiple calls or deal with uncertainty about something so important. Rest assured that your concerns have been forwarded to the appropriate team as we also want to ensure that we improve our processes and customer service. As a gesture of our empathy and commitment to addressing your situation, we have sent a $25 e-gift card to your email address. We hope this helps in some way to alleviate the stress of this experience.

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

  
  

• Initial Complaint

  Date:04/12/2025

  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.

  On March 27th @ 5:10pm, I went into Petco to purchase items for my dog. I spent over $253. I was going back and forth between different collars and harnesses. The Associate Jaslyn, forgot to remove an item (dog harness) from my transaction. When I got home, I noticed she charged me for something I did not have and immediately called the store. She remembered her error and advised me to come back to the store to fix it. I returned to the store and spoke with the manager on Duty (******) and explained what happened. She reviewed the store camera footage and verified the error on Petco's' part. I did not want any money back, so I went and found a dog harness that was equal to the item the associate made in error, along with dog food and treats and a 40% off coupon used for the dog harness. Transaction went smoothly. I returned to the same location on 4/12/2025 to exchange the dog harness for a bigger size. The harness was NOT used and is also attached to the original packaging. I found the same brand and it was the same price. When I got to the register to complete the exchange the "Manager" Em ranged up my transaction. She advised me there is a balance difference due, and I disagreed and asked for a manager. She went and fetched ****** who was also a "manager", and she advised me of the same thing. I asked her why they are not honoring my original purchase price and it be an even swap or exchange. She advised me that she can't control the promotions and that promotion was over. She advised she can't do anything but provide a refund and I go somewhere else. She ended up with a poor resolution of store credit rather than an "even exchange". I left the additional items I was going to purchase and left. She was rude, unpleasant, unprofessional, provided poor service, and lacked proper customer service etiquette This store has caused an inconvenience for the past 3 weeks, wasted gas, time and money due to the incompetence of this store associates and "managers"

  Business Response

  Date: 04/16/2025

  Hi ******* *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for sharing your experience with us, and Im truly sorry to hear about the issues youve encountered during your recent visits. I understand how frustrating it must have been to deal with the error made on your initial purchase, as well as the inconvenience you faced during your exchange.
  
  We have previously asked our Petco Eastpointe general manager to reach out to you regarding this issue, and I believe you have already discussed the concerns. For further concerns, please dont hesitate to reach out to her for additional assistance.
  
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO
  

• Initial Complaint

  Date:04/09/2025

  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 charging as much as $10 more in-store vs. online price. The regular price is $12.99 and the in-store price is $16.99. I purchased SKU ***** for $6.99 and picked it up in-store within 2 hours of purchasing one in-store for $16.99. $16.99 seems to be the regular price in this store for walk-in customers. However, if you purchase online and pickup in store a different price is paid.

  Business Response

  Date: 04/14/2025

  Hi ******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We understand how confusing it can be to see different prices for the same item depending on how it's purchased,and we appreciate the opportunity to clarify.
  

  At Petco, online and in-store pricing may sometimes differ due to various factors, including regional pricing, promotional offers, and operational costs. While in-store prices are set based on local market conditions, our website often features special online-only promotions or discounts that are not always reflected in stores.
  

  However, to offer our customers the best value, ********************** does offer a price matching policy. If an item is available at a lower price on **************************, our store team can match that price upon request, as long as the product is identical, in stock, and sold directly by Petco. We encourage guests to show the online price to a store associate at the time of purchase or pickup so they can apply the price match.

  In your case, since you purchased the same item online for $6.99 and also bought it in-store for $16.99, as a one-time courtesy, we've issued a $20 e-gift card to your email address to cover the price difference. Please note, moving forward, we can only match the price prior to the actual purchase.
  

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

  
  

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 made an order online on March 19 with this company. The carrier left the packages on the stairs, not under the cupboard porch and it was raining so there was ants inside the food and I called the company on March 22 and I let them know about this and I was told that someone would get back to me and I was promised a refund and Ive called several times since then and they have not rectified this issue. they also said they were going to cancel one of the products from coming. It was a dog bed because it was out of stock yet. They've still charged me for the dog bed

• Initial Complaint

  Date:04/08/2025

  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.

  My cat was scheduled to have one vaccine 3/9/25, vaccine records provided to staff member. Two workers was in charge of vaccinating the kitten. one held him while the other one administered it. without my knowledge or consent an additional vaccine was administered. I was charged but didn't realize until I left the store. I called several times requesting a refund and was denied my refund multiple times. The excuse that I was given is there is no expiration date on his first round of shots that was administered by the previous vet which has nothing to do with their negligence. I spoke with the the technician on the day in question who apologized to for his mistake and blamed it on the store being so hectic. My animal could have sustained long term effects from being vaccinated when it wasn't due or authorized by me. I would like my money back

  Business Response

  Date: 04/15/2025

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

  We understand how upsetting this experience must have been for you, and we appreciate the opportunity to address it.
  

  Our ***** team had reviewed the case and want to provide clarity regarding the situation. Our records indicate that during your visit, a consent form was signed, and vaccinations are given at the discretion of the attending veterinarian. At the time of your visit, adequate proof of a prior ****************** was not presented, which is why the additional vaccine was given.

  We understand your frustration and rest assured that your feedback has been shared to the team.

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

  
  

• Initial Complaint

  Date:04/06/2025

  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.

  Purchased fish (10 tetras and 8 (2 males and 6 female) guppies) along with some fish food to start my aquarium March 29th. Tank had been cycled for 6 months and all tests return good. Issue is I started to notice that I was losing guppies and then noticed an decomposing dead male so I took it out the tank and took an picture of it. All the other guppies also probably passed too but I couldn't find the bodies since it was an densely planted aquarium with snails. At this point I was down 3 guppies and only had 5 left. I noticed today that an female guppy was infected with columnaris so I separated her into an hospital tank to try to treat her but she unfortunately also passed so now down to 4. Keep in mind there was no OTHER fish at all besides the ones I got from Petco so this infection was from Petco.Not an single tetra passed so I'm convinced that the stocked guppies from petco were diseased or not high quality guppies. Now I'm also worried about the other remaining guppies and keeping an close eye on them. These guppies were $3-$4 an piece and to barely last an week with disease is appalling. Not to mention, I was also sold a few extremely small guppy, not even an inch yet.I called petco to figure out what I could do and was told that I was supposed to bring in the dead bodies immediately and that the picture I took wouldn't work. Not everyone has the privilege to drive and bring an decomposing fish immediately just for an refund. I'm just so disappointed since I was super excited about these guppies. I hope that the disease that I saw on that guppy won't affect the rest of the guppies and tetras.

  Business Response

  Date: 04/14/2025

  Hi **** *****,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  A copy of your complaint was shared with the relevant team to ensure that this will be addressed accordingly. We were advised that their team is already in contact with you and they will take care of an exchange. To ensure a smoother and more direct communication, we will be directing all follow *** regarding this matter through our manager until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO
  

• Initial Complaint

  Date:03/27/2025

  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 order from Petco online for most of my pet needs. Last year I spend $3869.50 and so far this year, I have spent $1456.80. I have a total of 4 dogs and 3 cats in my home, and 5 cats in my (adult) kids home. I received 2 bags of dog food that were damaged the detailed email that I sent to the vendor is below:I have requested a refund for 2 bags of dog food:Order: *********: Canidae All Life Stages Multi-Protein Recipe Dry Dog Food, 40 ******* food had a hole in the bag when arrived. We went ahead and started using the bag and noticed what looked like saw dust in the bag. After using for several days, we found bugs in the bag. I threw away the rest of the bag. I had an extra bag of food already so I went to use it, but there was a rip in that bag so I decided not to chance it and discarded that bag as well. Order: *************** Canidae All Life Stages Multi-Protein Recipe Dry Dog Food, 40 lbs.________Included in my email were pictures of the torn bags and the bugs . Petco has since emailed me back stating they will not refund my order. I am seeking refunds for these bags of food, for a total amount of $132.12

  Business Response

  Date: 03/31/2025

  Hi ****** *******,
  

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

  Thank you for reaching out to us, and we are truly sorry to hear about the challenges youve experienced with your recent orders. After reviewing your account and the details of the situation, wed like to inform you that the system will unfortunately not allow us to issue a replacement or refund for the missing items from this particular delivery.
  

  I apologize for any inconvenience this may cause and thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health +Wellness CO

  Customer Answer

  Date: 04/01/2025

  I do not understand why they will not refund 2 bags of infested dog food when there are pictures that prove the infestation. I have requested a manager at Petco respond to my concern and I cannot get a return call since January 2025. 

   

  I can be reached at ************. 

  Business Response

  Date: 04/02/2025

  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.
  
  Upon further review, a $149 refund has been issued via e-gift card. This can be used both online and in-store with no expiration date.
  
  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco - ***********************

  Customer Answer

  Date: 04/25/2025

  
  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.  The business has already performed this action, therefore, consider this complaint resolved. The representative that reached out to me was very helpful and immediately resolved the concern and issued the gift card. 
  
  Regards,
  
  ****** *******