We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pet Store

Petco Animal Supplies Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Store.

Complaints

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

Find a Location

Petco Animal Supplies Inc has 1946 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 931 total complaints in the last 3 years.
    • 284 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/26/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Hi,I purchased 2 Clownfish from a *********************************** on March 1, 2025. When I got home the fish were in very bad ***** due to the small amount of water they were placed in. When I added them to my aquarium they both died. I am a very experienced in salt water and have had fish tanks for over 20 years. I throughly checked my water parameters and they were perfect levels. When I contacted customer service I was told there is a no guarantee for salt water fish and that I was out ******. I was never informed of this policy and I was never handed any printed information.

      Business Response

      Date: 03/26/2025

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

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

      We truly regret to hear about the unfortunate experience you had with your clownfish purchase. We understand how frustrating it can be when something like this occurs.

      Unfortunately, as stated in our store policy, we do not provide a guarantee for saltwater fish due to their unique and delicate requirements and we do apologize if this was not clearly communicated at the time of your purchase. Additionally, we do not have access to in-store transactions or the ability to issue refunds.

      As a gesture of our empathy and commitment to addressing your situation, we have sent a $50 e-gift card to your email address. This can be used both online and in-store with no expiration date. We hope this helps in some way to alleviate the stress of this experience.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - ***********************

    • Initial Complaint

      Date:03/17/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Hello I took my dog ??to get a rabies vaccine and a microchip. After about 3:30, my dog ??started having serious allergic reactions. She became very swollen, had lumps on her body, and was all red. I tried for an hour to call Petco to get a Petco vet to come see my dog, and everyone said that Petco was closed (all of them). After an hour of trying to get my dog ??seen, she was getting worse. I asked the last attendant to ask Petco to take responsibility in some way because my dog ??needed urgent care. He told me that I should take her to an emergency room and then ask Petco for a refund (the number for the service is ********). So I ran to the emergency room and my dog ??was seen and medicated. I have the veterinary report that indicates an allergic reaction to the vaccine and the, so I would like my refund as soon as possible please. The agreement when I spoke to the attendant **** was that the entire amount I spent on the vet would be refunded. I have the protocol number for the call.

      Business Response

      Date: 03/18/2025

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

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

      We are so sorry to hear about the distressing situation you and your dog went through after the rabies vaccine and microchip procedure. We can only imagine how concerning it must have been to see your dog experiencing such a severe reaction, and we deeply regret the difficulty you faced trying to get assistance.

      We truly appreciate your patience and understanding during such a stressful time. We understand how urgent it was for your dog to receive care, and we sincerely apologize that our team was not able to provide the immediate support you needed.

      A copy of your request for a refund was shared with our ***** team to ensure that this will be addressed accordingly. We were advised that their team is actively working on the case and they will be reaching out to you to discuss this matter further.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO


    • Initial Complaint

      Date:03/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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, ***** received full grooming services for the first time at Petco Ventura on Friday, March 7th 2025. The technicians name was ******. Within 48 hours, she began to show signs of infections on a paw between two toes. The veterinarian we paid $130 for anti bacterial treatment informed us it was likely due to being trimmed/groomed in that area with unclean tools. She had no other experiences between grooming and home when this issue started to present itself. We seek reimbursement for services rendered that caused this, as well as veterinary treatment at *************************.

      Business Response

      Date: 03/18/2025

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

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

      Thank you for reaching out and sharing your experience with us. We are truly sorry to hear about the issue your dog, ***** has experienced after her grooming session. We understand how concerning it must be to see her in discomfort, and we can only imagine the stress this has caused for both you and ***** Please know that we take your concerns seriously and are committed to resolving this matter.

      A copy of your complaint has been forwarded to the appropriate team to ensure it is addressed promptly. We have requested that they reach out to you directly to discuss the matter further.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health + Wellness CO


      Customer Answer

      Date: 03/18/2025

      the response did not address what I had requested as reparation for the incident. A vague response that someone will follow up with me does not ensure any accountability for the situation. I want the refund issued for services and veterinarian costs for treatment due to unhygienic conditions at your business.   

      Business Response

      Date: 03/19/2025

      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.

      I apologize if the previous response did not fully address your request or concerns. I understand that you are seeking a refund for the services provided, as well as reimbursement for the veterinarian costs due to the unhygienic conditions at our business.

      Please be assured that we take this matter seriously and are committed to resolving it to your satisfaction. We have escalated the issue to the District Manager, who has made two attempts to contact you by leaving messages. Unfortunately, we have not yet received a response. We will keep the matter open for another 24 hours in case you wish to get in touch.

      Thank you again for contacting Petco.

      Sincerely,
      Petco - The Health +Wellness CO


    • Initial Complaint

      Date:03/13/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have been in Petco Pet Pals Rewards since May of 2020. I apparently was rolled over to a new program in 2023 and was never notified or approved of this change. I am attempting to cancel my account and they make it nearly impossible to do so. I have been on the phone now for over 20 minutes after online chatting could not help. They are telling me they cannot find the account even though I gave them the account number ID, my phone number, my pets names, charge dates, which store charged me. They are telling me they cannot find my account. It is actually ridiculous.

    • Initial Complaint

      Date:03/11/2025

      Type:Product Issues
      Status:
      Answered
      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 have attempted to close/delete my account with ******************** several times without success. I have emailed and called petco with this request several times and they simply lie about sending links to fill out a form and sending me different email addresses. There is no link or option on their website to delete/close an account.

      Business Response

      Date: 03/16/2025

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

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

      Thank you for reaching out, and we sincerely apologize for the frustration you've experienced while trying to close or delete your account. We take your privacy and concerns seriously, and were here to assist you. We have ensured you will no longer receive future emails from Petco.

      If you would like all of your data and accounts deleted, please fill out our form at ********************************************************************************************************************.

      Thank you for your patience and understanding.

      Sincerely,                                                             
      Petco - The Health +Wellness CO


    • Initial Complaint

      Date:03/11/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 have been targeted as a person who shops in these stores. I called the customer service line regarding their shop lifting policies and I was lied to. I used the Vital wellness to get my cat shots. I was asked to pay upfront then escorted back then escorted out. All other times when Ive gone into the store employees are watching me. I went today and was in there for 10 minutes and 3 employees checked on me 6 times. **************** said it was not a policy to watch shoppers but according to various online posts its seems to be part of their business model in other locations too. No cameras, no trackers or detection on products, very few locked items.Why create an uncomfortable environment where there is a power struggle between employees and customers?Please tell me why I am followed in this store for over 1 year.

      Business Response

      Date: 03/18/2025

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

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

      A copy of your complaint has been shared with our store leadership to ensure it is addressed appropriately. The general manager informed us that she left two voicemails but has not received a return call. While she is more than willing to investigate this matter further, she was unable to find any relevant information based on the details you provided. There is no customer transaction linked to the name and phone number you gave, and the phone number is listed under 'Mae ************ the last recorded use on 11-20-24. To facilitate smoother and more direct communication, we will be routing all further correspondence regarding this issue through our manager until it is resolved. Please check your voicemails and return their calls at your earliest convenience.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO

    • Initial Complaint

      Date:03/10/2025

      Type:Product Issues
      Status:
      Answered
      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 Transaction: 3.10.25 Cost of Transaction: $156.82 Service Type: Bathe and Essentials Package for 2 dogs Complaint: We paid for a bath and nail grinding/cutting for our dogs. It was not until after payment was made that we learned that one dog did not have his nails cut due to lack of cooperation. This was the 2nd time that this happened and we were forced to pay for it. We should not be paying for a service that we did not receive. In addition, we provided a tip of $24 for the groomer and would like to rescind that as well. In addition, they did not bathe the dogs thoroughly as they still smell on their heads. This is not acceptable as well. I also see no evidence that paw balm was placed on the dogs paws. Request: We are seeking a full refund.

      Business Response

      Date: 03/19/2025

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

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

      We sincerely apologize for the issues you encountered during your recent visit and appreciate the opportunity to address them.

      We sincerely understand your frustration regarding the incomplete nail service. According to the grooming salon leader,you were referred out due to your dogs aggression and extreme fighting during the session. While all other services were successfully completed, the nail trim could not be finished as it was deemed unsafe to continue. During your last visit, you were informed that all but two nails had been trimmed but moving forward, they may not be able to complete the nail trim service due the pet fighting.

      While we understand your request for a refund, we are unable to issue one as the services were provided as scheduled, and the issues encountered were related to the safety of the pet.

      We truly regret that this did not meet your expectations and appreciate your understanding of the situation.

      Sincerely,
      Petco - The Health +Wellness CO


    • Initial Complaint

      Date:03/09/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Where do I start??? One day, I earned a free grooming (you have to get your pet groomed so many times and then you earn a free grooming). I took my dog for his appointment and after waiting at the desk for about 10 minutes, a lady comes out and gets my dogs name then says she has to go check with the groomer. Im likeokI dont know whats going on but ok. She comes back with the groomer and the groomer says you are late but ill go ahead and groom him but next time you need to let somebody know youre going to be late. I said, normally Im on time, I had my appointment time mixed up so tbh, I thought I was early but I apologized thinking that would be the end of it but she kept repeating me needing to let someone know that Im going to be late to the point where she seemed a little aggressive with me. So I asked for a manager. The manager came over and I was like hey, my dog has been coming here for 4 years and Ive never had an issue but today the groomer seems to be in a bad mood and I dont want her being aggressive with my dog like she is being with me. He assured me my dog will be fine so I left. I came back to pick him up and she was trying to charge me for the free groom. I explained that I never pay for his free groom or else it wouldnt be free and thats what I was redeeming today. She said dont worry about it so I left. I tried to book his next grooming and kept getting an error message. She blocked me. Not only did she block me from that location, I cant book at any Petco and corporate wont fix the issue and neither will the store. How can an employee be the aggressor and I get the punishment and shes not even a manager!!!!! So they just let the employees make management decisions. If there was something I didnt understand about the grooming fee, she should have called a manager over to explain why I was being charged but instead she didnt even have the respect to tell me in person that she was going to block me. I had to find out months later!

      Business Response

      Date: 03/12/2025

      Hi Shemiecah *********,

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

       Thank you for sharing your experience, and Im truly sorry for the frustration and misunderstanding youve encountered. I can see how this situation has been extremely upsetting for you, and I appreciate your patience as we work to address your concerns.

      We have forwarded this matter to the store leadership for their feedback. After their careful consideration and review of the previous appointment, we regret to inform you that the salon will no longer be able to provide grooming services for your pet. The groomer has expressed that they are not comfortable grooming your pet due to the concerns that arose during that time.

      We understand this may be disappointing, and we truly appreciate the time you've spent with us. We wish you and your pet all the best moving forward.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO


      Customer Answer

      Date: 03/12/2025

      I think this gives the employee the ability to make leadership decisions. I would never EVER have her groom my pet again but that does not mean that I should have to go to a whole new company for service. I am a paying customer and this company is showing me that they dont care about the customers and really have put zero effort into resolving this matter. They are just going along with whatever the employee says because its easier and they just want to be done with the situation. Im completely disgusted with the lack of professionalism and accountability from *** and the company! I will be taking this further! I will be contacting corporate until I get a response that I feel is fair!

      Business Response

      Date: 03/19/2025

      Hi Shemiecah *********,

      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 have escalated the issue to the District Manager, who confirmed that they were able to discuss the situation with you. It was agreed to support your request by arranging for services at another location, and an appointment has been scheduled.Additionally, the block on the account has been removed.

      Thank you again for contacting Petco.

      Sincerely,
      Petco - The Health +Wellness CO

      Customer Answer

      Date: 04/24/2025


      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,

      Shemiecah *********

       

    • Initial Complaint

      Date:03/09/2025

      Type:Delivery Issues
      Status:
      Answered
      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 disabled veteran and order dog and cat food from Petco 2 or 3 times a month for home delivery. Due to my disability i can not get to the store to purchase dog food for my military service dog. On 2/8/25 i ordered pet food for same day delivery. The order was no delivered until 2 days later. 2 cans of cat food were missing out of the delivery bag. I contacted Petco customer service. They were rude and could care less i was a disabled veteran and fought for my country and flag. Petco would not ***lace the missing 2 cans of cat food or ***lace them. The *** disconnected the call. For 5 years i was an excellent customer with many orders placed. This is no way to treat a disabled senior veteran.

      Business Response

      Date: 03/12/2025

      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 order.

      After reviewing your account and the details of the situation, wed like to inform you that due to the multiple replacements and refunds that have already been processed under your account, 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: 03/13/2025

      Please be advised that i am a disabled veteran and live alone with my *********** dog. I order from Petco twice a month for delivery. 2 cans of cat food were missing from my delivery. Petco will not deliver my complete order or issue a credit for missing items. I have contacted the PA office of Attorney General and the *********************** regarding Petcos discriminating business practices. Petco takes advantage of senior citizens and disabled veterans. 

      Business Response

      Date: 03/16/2025

      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.

      After reviewing your account, we see that multiple replacements have been issued in the past for your orders. As a result, we are currently unable to offer another replacement or refund for this order, in line with our policy.

      Thank you for your understanding, and again, we apologize for the inconvenience.

      Sincerely,
      Petco - The Health +Wellness CO


    • Initial Complaint

      Date:03/03/2025

      Type:Product Issues
      Status:
      Answered
      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.
      After spending $120 for an expedited shipping on an aquarium stand that was quoted to reach me by a certain date and exceeding that date. I was moving house and needed the item expeditiously. I received an email from Petco customer care stating they would rectify the issue by offering a refund. 3 days later I received another email stating that the item was still on its way and a refund was not coming. During the course of those 3 days I purchased another item because I thought I was going to receive a refund for the item. The delivery had stagnated for a few days with no movement. The delivery company said they had delivered the item, but when I went to my old address an hour after it was pegged as being delivered, the item was no where to be found.

      Business Response

      Date: 03/06/2025

      Hi ***** **,

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

      I sincerely apologize for the frustration and inconvenience youve experienced with your recent order. I want to inform you that the product was successfully returned and delivered back to the ***** facility to be returned to the vendor. Im happy to let you know that a refund of $704.68 has been issued for your purchase. Please allow 5-10 business days for the refund to be fully processed and reflected in your account.

      Again, I apologize for the inconvenience, and thank you for your understanding.

      Thank you for your patience and understanding.


      Sincerely,
      Petco - The Health + Wellness


    Petco Animal Supplies Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.