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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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/07/2025

      Type:Delivery 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.
      Placed an online order with Petco with the specified delivery address. They used Fed ex as the carrier who delivered to the wrong apartment thus I did not receive my product I purchased online.Called ***** and they told me that I need to file with the shipper who is Petco. Called multiple times and the **** keep telling me that they will escalate my case and email me. I never receive any call backs or emails. Petco is giving me the runaround. Took my money and no product!! All I want is my product or refund! Where is the customer service?

      Business Response

      Date: 02/09/2025

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

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

      We sincerely apologize for the inconvenience you have experienced regarding your order. We understand how frustrating this situation has been, and we truly appreciate your patience.

      After reviewing your case, weve issued a refund for your purchase. A $115.76 refund has been issued and you should see the funds reflected in your account within 5-10 business days, depending on your banks processing times.

      We regret that you had to go through this experience, and were truly sorry for the lack of follow-up and communication on our part.Please know that this is not the standard of service we aim to provide. We are continually working to improve our processes and ensure situations like this are handled better in the future. 

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health + ***********

      Customer Answer

      Date: 02/09/2025


      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:02/06/2025

      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 took my dog to be groomed at Petco, when my husband went to pick him up and brought him home, I went to pet him and that was nods all over him. I paid over a $100 for a horrible job and ended up having to do the job myself.I called the store and talked to ***** which was very pleasant and helpful. I told them I was not interested in a refund, but I wanted the groomer to fix the horrible job that he did. My husband went to dropped off our dog and he did not want to go inside for whatever reason, so I called back and talk to ****, which stated he would refund me. I drove to the store to get the refund, but did not have the card that I paid with, so I couldnt get the refund at that point of time, I called again and this time, I spoke to the manager, which was not helpful at all. I have never been helped by a manager that has absolutely no customer service skills whatsoever . I wasnt able to get my refund because he said he would investigate the situation. His investigation turned out to be useless as I didnt even get a phone call from him. if the dog was fidgeting or if that was any issue I should not have been told everything was okay and I should have never been charged any amount of money. Petco has absolutely no respect for its customer. It is unsettling that you need to lose money to find out you will not be purchasing a single item from that place ever again.I will also make sure to tell everyone I know, the horrible customer service I got from the General manager.

      Business Response

      Date: 04/02/2025

      Hi ******,

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

      Following up on our previous email conversation, were pleased to hear that your issue with ***** has been resolved.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO

    • Initial Complaint

      Date:02/06/2025

      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.
      On January 9, 2025 I returned products totaling $253.23. I was to receive a refund to my debit card. As of today, I still have NOT received a refund. Every call I make to the corporate customer service number I receive the message they are working on it. I have no idea why my refund has not been processed and why it is taking so long. The only response I receive is the supervisor is aware, it's been escalated, and they are working on it. I phoned customer service again today and was provided with the same response. It has been a month and the maximum amount of time for the refund is 10 business days.

      Business Response

      Date: 02/15/2025


      Dear **** *****,

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

      I sincerely apologize for the inconvenience this issue has caused. I understand how frustrating it can be, and I want to assure you that we are actively working to resolve it.

      We have reached out to our Sales Audit team to verify the refund and have forwarded the return receipt you provided to them for further review. Once I receive a response from the team, I will promptly follow up with you via email.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health + Wellness CO                          

    • Initial Complaint

      Date:02/04/2025

      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.
      On January 15, 2025, I applied for a Petco Credit Card, which I was approved for $250. I received an email notification indicating that I could use the card right away despite not having the physical card. The Petco card number was automated and stored in my online payment database, and I purchased dog food that cost $74.13 for store pick-up and beginners-level dog training classes for my 6-month-old puppy that cost $99. However, on January 29, 2025, I received a billing statement that my account was over the limit by $96, and I noticed my card was charged twice for the same beginner's class and dog food. I contacted Petco Support to resolve the matter and was given case #********. The representative informed me that the duplicate charges would be resolved in ***** hours. Unfortunately, the charges are still appearing on my statement, so today, February 5, 2025, I reached out to Petco Support again, and this time, the representative informed me that I would receive a decision on my duplicate charges in the mail. Sadly, Petco Online is committing fraudulent activity, and this matter must be investigated.

      Business Response

      Date: 02/09/2025

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

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

      I understand how concerning it must be to see duplicate charges on your account, and I sincerely apologize for the inconvenience this has caused.

      I have forwarded the details of your case to the appropriate team for further investigation. Please be assured that the banks decision and final resolution regarding the duplicate charges will be shared with you directly via a mailed letter within 7-10 business days.

      We greatly appreciate your patience as we work to resolve this issue. Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO

    • Initial Complaint

      Date:02/03/2025

      Type:Delivery 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.
      I ordered a medium dog bowl and stand online on January 11, 2025 for ***** plus shipping and tax. I received my order on January 17th and it was the wrong item I received a small bowl and stand instead. I called Petco customer service and spoke with a representative and sent her a picture of the wrong item. I have gone back and forth with them for almost 3 weeks now and they keep telling me there in contact with there 3rd party vendor to get my refund and they are sorry for the inconvenience. It has been the same email every time they update me.

    • Initial Complaint

      Date:01/26/2025

      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.
      ********* *. Cut all my dogs hair off two shish tzu I told him not to cut they're hair just get the newborn hair out of they're faces. But he cut them anyway and lied about it. We had a whole conversation about not cutting 8week old dogs hair. He even said it was not a great idea. He lied about cutting the hair. My dogs had long beautiful lashes he cut off those he cut off they're eyebrows he lied and said they scratched the eyelashes out while they were in the cage then he said the dogs fail in the water that's why the lashes fail out I hate him I hope God takes care of him in the worst way It took me soon long to do this one because it's time consuming and two it keeps erasing. I'm trying to up load before and after pictures but when I try to do so it erased all what I have said about this situation. ALL I CAN SAY IS DONT FO TO PETCO AND GET YOUR DOGS HAIR CUT BY ********* *. HE WILL SALE YIU A DREAM ON HIM HAVING 10 YRS EXPERIENCE. I GOT THESE DOGS BECAUSE OF MY DISABILITY FROM STRESS AND NOW IM EVEN MORE STRESSED. THIS GUYS LIED ABOUT EVEN CUTTING THE HAIR HE'S NOT REMORSEFUL ABOUT IT SO IM GOING TO SUE HIS A** MY DOGS LOOK HARABLE. THIS IS SOO UNFAIR. THEY LOOK LIKE HE WAS MAD WHEN HE CUT MY DOGS. THESE DOGS ARE 2000 A PIECE AND HE ****** THEM UP LIKE THIS. IT SEEMS MY DOGS KNOW HE DID THIS TO THEM. **** IS THE GIRL AND BATMAN IS THE BOY. SHE HAS A WHITE SIDE OF HER FACE AND A BLACK SIDE THIS MAN CUT ALL INTO MY DOGS FACE THE BLACK PART OF HER FACE LIKE WHAT WHY? Would he even cut my boy dog batman's eyebrows lashes ***** off!!! Why? I'm suing petco. I tried calling them and they never reached back out. They called themselves reimbursement me 130 and I didn't care about that my dogs don't even look the same. I want pain and suffering I have been having sleep less nights my dogs seem unhappy they seem to know what is going on I heard shish tzu are very smart and they love me I let them down.

      Business Response

      Date: 01/30/2025


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

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


      I sincerely apologize for the upsetting experience youve had with the grooming service. I understand how much your dogs mean to you, and Im truly sorry that the results were not what you expected.

      To address this matter, I have forwarded your complaint to the store leadership for a thorough review. The general manager has confirmed that theyve already spoken with you three times and processed a refund. While I understand your frustration with the partial reimbursement, I want to make sure your concerns are fully acknowledged. They also mentioned that your dogs didnt show any issues, and any health concerns would typically arise within ***** hours after grooming, not two weeks later. They suggested you bring them in again for a third confirmation, as you havent yet visited a vet. 

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO


    • Initial Complaint

      Date:01/25/2025

      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.
      On December 31st I purchased a chinchilla from Petco in ****************** her home, at home we had one more chinchilla we previously purchased in Nov from a breeder not from Petco, she was healthy no problems at all.. about 3-4 days after bringing home Petcos chinchilla petcos chinchilla started to have diarrhea then a few days later my previous chinchilla started to have diarrhea at which time we didnt think anything of it, on January 17th Petcos chinchilla we found her not alive in her cage, contacted Petco to find out 3 of the 4 chinchillas have died , then on Jan 20th my previous chinchilla died - I talked to Petco corporate the 20th & they was supposed to contact me & never did, so I called them back January 24th at which time they keep giving me a run around- all I want is for Petco to take responsibility for there infected chinchilla infecting my healthy previous chinchilla - I asked for them to give me 250 cash or the health chinchilla in the ********** store right now, they threw me from person to person on the Petco line, claiming they will call me back and still have not!!

      Business Response

      Date: 02/02/2025


      Dear ****** *****, 

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

      Im so sorry to hear about the loss of your chinchillas, and I can understand how heartbreaking this situation must be for you. I sincerely apologize for the experience you've had, especially with the lack of follow-up after you initially reached out to us.

      I want to assure you that Im here to help get this situation addressed. I understand your request for either a $250 reimbursement or the healthy chinchilla available at the Janesville store, and Im committed to looking into this further to find a solution. I have escalated this matter to the appropriate department and will get back to you via email once I have an update.  The reference number for this is 10591264.

      I truly appreciate your patience, and again, I am deeply sorry for the difficulties youve encountered.

      Thank you for bringing this to my attention.

      Sincerely,
      Petco The Health +Wellness Co.


      Customer Answer

      Date: 02/02/2025


      Better Business Bureau:

      i called Petcos corporate office again on Friday & they claimed my case was closed im confused to why its closed when NOBODY reached out to me!!!!



      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:01/24/2025

      Type:Delivery 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.
      I purchased guinea pig bedding and hay and food from them and the people they hire or pay to deliver my items were never delivered my guinea pig food and they were rude.

      Business Response

      Date: 01/25/2025

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

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

      I am reaching out to sincerely apologize for the inconvenience caused by the issue with the delivery of your recent order. We understand how important it is for you to receive your items on time, and we are truly sorry for any frustration this has caused. We have escalated the matter with DoorDash to ensure that we can address the issue effectively and prevent similar situations in the future

      Meanwhile,it shows a replacement has been issued under Order #***************. Since a replacement has been processed, we are unable to issue a refund at this ******* make amends for the inconvenience, we have sent a $15 e-gift card to your email address, which you can use as a discount on any future orders or purchases with us.

      Thank you for your patience and understanding.


      Sincerely,
      Petco - The Health +Wellness CO


      Customer Answer

      Date: 01/25/2025


      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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ******* *********

       

    • Initial Complaint

      Date:01/23/2025

      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.
      Date of service: 1 / 18/ 25 Made appointment for a 3 year Rabies vaccine for my 4 year old canine. The cost of the vaccine was *****. When I went to pay for the services, after the vet saw my dog, they proceeded to tell me that my charge was ******! What they did and I DID NOT ask for was an injection for the pup start series, which is a canine 5 in 1 vaccination. Also, they only did a 1 year rabbies, instead of 3 years. I attempted to call the customer service line 5 different times and 5 different days. And no one called me back period each time I would call, they would tell me that they would pass it on to a supervisor but nothing seemed to happen period the last time I called. I told them that if this did not get cleared up, I would seek My lawyer's counsel They basically ignored me and said, we'll have a supervisor call you again. They keep promising me that a supervisor will call me and nothing has happened. And it's been over a ********* is what I want. I want them to be held liable for injecting my dog with vaccines that I did not ask for. My dog is highly sensitive and is the most important thing to me. If this was a human being, this would have been a lawsuit against them. I also want my $154.50 back for services again that I did not ask for. no one there was willing to take accountability, and they're just Pushing it under the rug as if it never happened. I would like to mention that they would not. Let me leave the store without making a payment. I felt completely helpless..

      Business Response

      Date: 01/30/2025

      Dear *******,

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

      Thank you for bringing this situation to our attention, and I deeply apologize for the frustration and distress this has caused you. I understand how important your dogs health and well-being is, and Im truly sorry for the miscommunication and lack of follow-up youve experienced.

      I have escalated this issue to our management team for further review. To help us resolve this matter, our ***** team will be reaching out directly to you to discuss your concerns and work toward a solution. I want to ensure we address both the charge discrepancy and any potential concerns about your dogs health.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO

    • Initial Complaint

      Date:01/12/2025

      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 placed an order with Petco (#***************) for an important item intended for my son's birthday. Unfortunately, when I arrived home late that evening (around 10 PM), I discovered the package was missing. Despite thoroughly searching for it, I was unable to locate it.I immediately contacted Petco customer service, hoping for a swift resolution. I was assured multiple times that I would hear back from someone regarding my missing package. However, despite repeated follow-ups, I never received any communication from them. It has now been over two weeks, and I am still left without any resolution or even an acknowledgment of my ******** make matters worse, when attempting to use Petco's online chat feature, I was repeatedly and rudely blocked from further communication with customer service. This has been an incredibly frustrating experience, as I am being ignored and treated with complete disregard.I am now out $330, with no explanation, no refund, and no solution. Petco has not only failed to deliver the item I paid for but has also shown an utter lack of concern or professionalism in addressing my concerns. I am deeply upset by the lack of customer service and accountability and feel that my time and money have been completely wasted.I am demanding a full refund for the missing item or the immediate delivery of my order. This experience has been extremely disappointing, and I expect Petco to take responsibility for their failure to provide basic customer service.

      Business Response

      Date: 01/14/2025

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

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

      Thank you for reaching out regarding your order. We appreciate your patience as we investigated your concern.

      We have filed a trace for your order and have confirmed that it was successfully delivered by Ontrac carrier to your address on December 21, 2024, at 4:23 PM. Given this proof of delivery, we are unable to issue a refund or replacement for your order at this time.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health +Wellness CO

    Petco Animal Supplies Inc is NOT a BBB Accredited Business.

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