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

  809 NE 45th St Seattle, WA 98105

• 

  Petco

  5700 100th St SW Lakewood, WA 98499

• 

  Petco

  1029 US Route 1 S Edison, NJ 08837

• 

  Petco

  8644 E 96th St Fishers, IN 46038

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:08/27/2024

  Type:Customer Service 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 two bags of dog food under my account. I went home and opened one of the bags. Inside the bag I noticed spider webs. I looked closer and there were worms and other bags in the bag with the dog food. How does this pass QC? I own several businesses and if I ran my business like this selling products filled with bugs and worms. I would be out of business. Not to mention god forbid if our dog ate this food with worms the veterinarian bill that wouldve occurred from eating harmful bugs and worms

  Business Response

  Date: 08/31/2024

  
  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********.   
  
  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the infested product you got from your recent purchase of dog food. Your concerns about the quality and safety of the product are completely valid and we take them very seriously. At our company,we strive to maintain the highest standards in product quality, and I can assure you that this situation is not reflective of our usual practices. I understand how alarming it must have been to find spider webs and worms in the bag, especially given the potential health risks associated with this.
  
  Meanwhile, since this is an in-store purchase, we are unable to issue a replacement or process a refund back to the original mode of payment. However, we can offer you an electronic gift card sent to your email as an alternative. Please let us know if this option works for you. If so, kindly attach the receipt and/or provide the amount you paid for the products. Another option is you can also return/exchange the food at the store within 30 days of purchase. To directly assist you with the electronic gift card, you may contact us at our toll-free number ************; 4AM to 10PM PST, 7 days a week. Please provide CID ******** as reference.
  
  Your dog's well-being is of the utmost importance to us, and we are relieved to hear that they have not consumed any of the affected food.  Again, I apologize for the inconvenience this has caused and appreciate your understanding.
  
  Sincerely,
   Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 09/03/2024

  my email address is *****************. You can send the gift cards there. I think compensation is a must being that the service you all provided you failed. Not to mention. Had we fed this food to our puppy and other dog with worms and bugs in both bags we wouldve had a bigger issue and a large vet bill. The bigger issue is how many bags have you all sold at this point with worms and bugs? We wont be going to the location we purchased these bags from anymore.
  We bought 4 bags of food for $19 plus tax. You can send the gift card compensation to our email. Once received we will accept your response back. 
  Thank you 

  Business Response

  Date: 09/04/2024

  Dear *************************,
  
  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 understand how frustrating this situation must have been for you. Customer satisfaction is our top priority, and we take situations like this very seriously. As a gesture of our commitment to your satisfaction, we have sent a $100 e-gift card to your email address. You can use this gift card to make purchases on our website or at the store at your convenience. We hope it will make up for the inconvenience you experienced.
  
  Once again, I apologize for any trouble this may have caused. We appreciate your understanding and look forward to serving you better in the future.
  
  Thank you again for contacting Petco.
  
  Sincerely,
  Petco -The Health + Wellness CO
  

  Customer Answer

  Date: 09/12/2024

  
  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:08/25/2024

  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 deliberately chose standard shipment for my recent order, and not same day delivery, so that my order would be delivered by a standard carrier ****************** etc).Despite this, my order has been routed to ********. I live in a gated community. DoorDash will not be permitted entry. I contacted **************** via chat and phone, and email. Ive been told that the order cannot be cancelled (even though it was placed less than 24 hours ago), and my best course of action is to wait, let the items not be delivered, then request a refund. If I had known that Petco uses DoorDash for standard shipping, I would never have placed this order. It is not disclosed anywhere online that standard shipping means DoorDash. My time is now being wasted. The DoorDash drivers time will be wasted. Ive been offered no recourse other than to wait for the driver to be refused entry and request a refund. Im hugely disappointed by the lack of transparency. DoorDash is not a standard carrier, and it should not br represented as standard shipping or delivery.

  Business Response

  Date: 08/28/2024

  
  Dear *****************************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We regret to hear about your recent experience with your Order #*************** from Petco.com.Your feedback has been passed on to our management team so that we can take measures to prevent similar issues in the future.
  We understand that you expected your order to ship through **** or ***** however, please note that for orders with standard shipping, we partner with Doordash, *****, Ontrack, and ****, and deliveries are assigned randomly by our distribution center among these carriers Since we can no longer cancel your order, we have successfully processed a refund for your order *************** on 8/27/2024. The amount refunded is $50.55. Please allow 2-3 business days for this amount to appear in your original form of payment, depending on your banking institution's policies.
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:08/24/2024

  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.

  There was a problem with the fish tank that I got from Petco last March. It leaked and it cause damage to our house and kill or the live plants and fish in it. I communicated with petco customer service , I was told that the refund request was approve and I need to wait for several days to receive it. Until I receive and email few days ago that it was decline and they will just issue 100$ gift cert. i already told them that they need to honor what I was told but unfortunately they keep on insisting that my request was not valid.

  Business Response

  Date: 08/28/2024

  Dear *******************************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We received your complaint regarding your recent request for compensation for the loss incurred due to the damaged tank. After thorough review of all relevant details and careful assessment of our policy guidelines, we regret to inform you that we are unable to provide compensation for this matter. As per our vendor agreement, the item in question is classified as a vendor item. The vendor has clearly stated that damages of this nature are not covered under our compensation policy, and, as a result, we are unable to facilitate reimbursement in this instance.
  
  While we understand this may not be the outcome you were hoping for, we would like to extend our sincere apologies for any inconvenience this situation may have caused you. To make up for some of the loss, we would like to offer you a $150 electronic gift card. We hope this gesture will help in some small way. Please let us know if this works for you so we can process the eGC right away.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 08/31/2024

  
  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:08/24/2024

  Type:Customer Service 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 file a formal complaint against Petco regarding an unresolved issue with my ********** membership.As a long-time loyal customer of **********************, I was promised a free grooming perk as part of my membership benefits. I earned this reward and had it available as of July 12, 2024. On August 22, 2024, I even received a push notification from the Petco phone application reminding me not to forget to redeem my free grooming perk. Unfortunately, this perk was not honored.Despite numerous attempts to resolve the matter through various contacts with Petcos customer service team, the issue remains unresolved. This experience has been extremely frustrating and disappointing. I have invested considerable time and effort in trying to rectify the situation, but to no avail. It is disheartening to feel that my loyalty and commitment to Petco have not been valued.I am seeking assistance from the Better Business Bureau to address this issue and ensure that Petco takes appropriate action to resolve it. I would appreciate any help you can provide in this matter.Thank you for your attention to this complaint.

  Business Response

  Date: 08/28/2024

  Dear *************************- *******,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We received your complaint regarding the free grooming perk coupon associated with your account. We checked your account, but unfortunately, we were unable to locate the coupon in our records. As a token of our appreciation for your understanding and being a loyal Petco customer, we have sent you a $50 electronic gift card, which you can use towards any of our services or in-store/online purchases. We hope this gesture will ease your frustration regarding this matter.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 08/28/2024

  
  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:08/22/2024

  Type:Service or Repair 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.

  Today August 22 at approximately *****am I went into the ************************************ looking to buy 5 fish. When I entered the store 3 employees were working up front 1 at the register 2 outside it. I asked if someone could help me get some fish there was only 1 customer checking out. I was told very un professionally by a red headed female employee with camo pants to go wait by the fish someone would go help me shortly. I stood over by the fish tanks and watched several customers come into the store after me get products off the shelves then go up front and check out. I then when up front and asked when is someone going to help me get the fish. An employee stated "oh you haven't been helped yet"? This was one of the employees who was one of three up front when i came in and asked for help. I just left because I had groceries in the car some of which were frozen, I have been this location sever4al times and every time they take forever helping you get fish. if this store location does not want to help customers get fish get rid of the fish. I want a district manager NOT store manager to contact me to let me know when is a goo time to go in and get fish.

  Business Response

  Date: 08/28/2024

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We want to express our sincerest apologies for the experience you had during your recent visit to our Petco ********** location.We understand how important your time is, and we regret that our store were unable to accommodate you that day. A copy of your complaint was shared with our store leadership and district manager to ensure that this will be addressed accordingly. We were advised that DGM ******* has reached out to you to discuss this incident. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our district manager until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 08/28/2024

  
  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:08/22/2024

  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 am a Customer who came into one of your **************************** Clinic) yesterday August 19, 2024.I came to bring 2 of my dogs to get ********************* during the transaction, the Veterinarian Assistant told me if I purchase the Pup Shield Pro (visit 1/3) @ $220.51 (per pet), it would cover all follow-up visits and booster shots. I was told there would not be any additional out of pocket cost for the 2 follow-up visit.I am now showing on the invoice they gave after I paid, the Booster shots are NOT infact covered.Why would I pay almost $500 for vaccinations, to just now be baited and switched into paying additional money for booster shots, what is the incentive of paying $220.51, per pet and then pay more when we return?I was told everything is covered and I did not have to pay any further. Could you please resolve this issue, as we paid $441.02 and still have to pay for additional vaccinations.

  Business Response

  Date: 08/23/2024

  Dear ******** ***,
  
  This communication is in response to your Better Business Bureau case # ********. I am reaching out to sincerely apologize for the experience you had at our Vetco vaccination clinic during your recent visit. We strive to provide the highest quality of care for our furry friends and their owners, and Im truly sorry that we fell short of that goal during your visit.
  
  A copy of your complaint was shared with our ***** team to ensure that this will be addressed accordingly. We were advised that they are actively working on the case and will be reaching out to you directly to resolve. 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 understanding. We truly appreciate your trust in us, and we hope to have the opportunity to serve you and your pet better in the future.
  
  Sincerely,
  Petco - The Health + Wellness CO
  
  

  Customer Answer

  Date: 08/23/2024

  I spoke to a representative, he stated the Boosters will be covered, however I asked for an updated summary that indicates the booster will now be covered - he refused to send me anything in writing confirming.  Could you please send something at the least, in writing indicating the booster will now be covered. Please Thank you

  Business Response

  Date: 08/28/2024

  
  Dear ******** ***,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for your email regarding the coverage of the boosters. I understand your request for written confirmation. However, I must inform you that we are unable to provide any written confirmation or updated summary regarding coverage details, as we do not have the authorization to do so. I recommend reaching out directly to the representative you spoke with for further assistance or clarification on this matter. They will be better equipped to provide the official documentation you are looking for.
  
  Thank you for your understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

  Customer Answer

  Date: 09/04/2024

  My Concern is I recieved an email from PETCO stating the Boosters are covered, however when I speak to the regular **************** number, they continue to state the Boosters are NOT covered. I am getting conflicting information, could someone please confirm they are covered. This was just yesterday 9/3/2024

   

  My appointment is in 2 weeks and I do not want any issues when its time to get the boosters done. 

• Initial Complaint

  Date:08/17/2024

  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 work with parrots and I am aware of what a hand-fed bird is. I went into PetCo and asked about their hand-fed green cheek conure. When an animal expert came to open the cage he had no idea how to handle the bird. When I tried to handle it, she freaked out. When I asked him if it was actually hand-fed he wasnt sure. He also was unaware of what hand-feeding a bird even meant. The difference in value between a hand-fed and non hand-fed conure is hundreds of dollars. They were trying to sell a non hand-fed bird for the price of a hand-fed one. A non hand-fed bird will NEVER be a pet, and is worth maybe $100 at most. Not $700. They are lying to customers with their tag and making it seem like the bird is something it is not that increases its value exponentially.

  Business Response

  Date: 08/22/2024

  Dear *****************************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  Thank you for taking the time to share your experience with us.Its clear that you have extensive knowledge and experience with parrots, and your perspective is invaluable to us.
  
  I sincerely apologize for the incident that occurred during your visit regarding the handfed green cheek conure. Your observations about the importance of clear communication regarding the condition and socialization of the birds we care for are incredibly important. We strive to ensure that our team is well-informed and able to provide accurate information. Your feedback about the training of our staff and the clarity of our descriptions has been forwarded to the store leadership and will be carefully reviewed, as we are committed to ensure that our animals receive the best possible care.
  
  Rest assured that we will take your comments seriously as we work to enhance our processes and ensure that our labels accurately reflect each birds status.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:08/17/2024

  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.

  The incident happened at the vetco at the ************************ location in the ***** on 8/16/2024. We brought our puppy in for her rabbies shot, and when we spoke to the vet and other associates we said we were going to stay close by in the event of an adverse reaction, and they said no problem we will be here, the breed of dog you have has a sensativitiy to vaccines. She did indeed have an adverse reaction on our way home. I turned around and called the store and the associate who I spoke with said all the vetco employees were at lunch and no one could help me. Which is completely irresponsible. If dogs are getting vaccines there should be at least one vetco staff member there in the event of an emergancy. My puppy went into anaphylactic shock and could have died. And the associate also said there was no cell phone or contact number for the vet. I had to take my dog to an emergency vet and pay close to $400 for treatment. I called the Vetco customer service line to complain, but the person I spoke to said there were no supervisors available to talk to me, so he took my contact info and said that someone will call me back. I have yet to hear from anyone. He was very dismissive and told me nothing could be done.

  Business Response

  Date: 08/22/2024

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about the possible reaction your pet had with the vaccine.
  
  A copy of your complaint was shared with our Vetco team to ensure that this will be addressed accordingly. We were advised that their team is already in contact with you, most recently being on 8/19/24 to discuss this complaint and advise on what documentation required in order to process a reimbursement. They are still awaiting the needed documents in order to proceed.To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through them until it is resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:08/17/2024

  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.

  On Friday, August 16, 2024 (a couple of hours prior to this writing), I ordered an "EveryYay Going Places 1-Door Folding Dog Crate, 48" L X 30.1" W X 32.6" H" online at the Petco website. I chose the pick up in-store option. I was alerted that the product was "Ready for Pickup." So, I went to the ******************************************, located in ***********************************************. The young man and woman working at the ************************************ Store did not allow me to pick up the product that I had ordered. The young man and woman called the police/mall security, and I was almost arrested. I didn't know that it was a crime to pick up an item that I ordered on the Petco website. A simple customer service issue has now escalated into a potentially serious legal issue. This was a rather traumatic experience, and it has caused me great pain. I will set up an appointment with my physician and attorney, and inquire about which would be the best action to take. Depending on how I feel physically, I will consider going to the emergency room either today or later on if symptoms worsen. I am now seriously afraid to order anything on the Petco website, and I am afraid to go to the ******************************************.

  Business Response

  Date: 08/22/2024

  ***************************,
  
  This communication is in response to your Better Business Bureau case # ********. We are sorry to hear about your recent experience in one of our store.
  
  I wanted to let you know that we have forwarded your complaint to our store leadership for further review. Our General Manager has conducted a thorough check of the camera footage for the front door, Cash Wrap 1, and Cash Wrap 2 from August 16 to August 19, 2024.
  
  On August 16, it shows two of our managers/store partners were closing the store. It appears that the item you ordered was not picked up prior to closing time, meaning your order was placed just before the store was scheduled to close. At 9:00 PM, when we officially close, ACOS ****** was seen locking the doors and the store was already closed when you walked up to the doors at 9:07 pm. Our team communicated that the store would be closed for the evening, but that you could easily pick up your order the next morning as early as 9:00 AM when we reopened. Because you were still at the door by 9:31 pm, our store partners felt it was important to notify mall security of the situation. Your BOPUS order was successfully picked the following morning, August 17, 2024.However, it shows that you had canceled your order on August 19, 2024, which resulted in the item being returned to the shelf, and as a result, the payment was not processed. With Buy Online Pick Up In Store (BOPUS) orders, the amounts are placed on hold with your bank but are not deducted until the item is physically picked up and finalized in our system.
  
  We sincerely apologize for any confusion that may have occurred, and we look forward to serving you again soon.
  
  Sincerely,
  
  Petco - The Health + Wellness CO
  

• Initial Complaint

  Date:08/16/2024

  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 8/16/25,Today I was treated less than a valued Petco Coustomer when I booked a grooming session for my dog ghost tel# ************ my name ***************************. After my same day booking I was refused grooming due to additional vaccines in ******** that are more than the rabies vaccine in ***********. Due to the information not being available or expressed during my same day grooming. When I arrived at the ****** location on ******************************** little neck ny I was disappointed and turned away because I didnt have a copy of my dogs vaccination other than the rabies vaccination. I was heart broken & depressed by ********** being turned away. ***** the ************* staff were of no help or assistance. I would like to lodge this complaint in a hope that this miscommunication will not happen to other who live & patronize Petco in *********** but chose to patronize a Petco in the 5 boroughs that have different vaccine guidelines.Warmly *************************** ************ ******************************************************************

  Business Response

  Date: 08/28/2024

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ********.
  
  We want to express our sincerest apologies for the experience you had during your recent visit to our grooming location. We understand how important your pet's grooming needs are, and we regret that they were unable to accommodate your dog that day. We reached out to the store leadership regarding this incident and the reason they were unable to take your dog in was due to the requirement set by New York State, which mandates that pets be up to date on certain vaccinations.Specifically, they require proof of both Bordetella and Distemper vaccines in addition to Rabies. We understand that your dog has been to our ************* location, which may have different policies, and we appreciate your understanding in this matter.
  
  In an effort to resolve the situation, they had contacted another Petco location to see if they had any available appointments for that same day or over the weekend, but unfortunately, there were no spots available. We were advised that our store leadership team has reached out to you regarding this. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our store manager until it is resolved.
  
  We sincerely apologize for any inconvenience this may have caused you and your beloved pet. Thank you for your understanding, and we hope to have the opportunity to serve you and your dog better in the future.
  
  Sincerely,
  Petco - The Health + Wellness CO