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

  N 10 Sullivan Rd Veradale, WA 99037

• 

  Petco

  5700 100th St SW Lakewood, WA 98499

• 

  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:03/17/2023

  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.

  The past 2 bimonthly orders we have received have been wrong. We have dogs, and have had the delivery set up for some time. 2 orders ago we received 2 bags of cat food. I called and stated the issue, the representative blamed ******** and hung up on me. I called back and spoke with a manager that also blamed ********, then he blamed the store off of ******, it was finally resolved after about 4 hours, I was given an apology and told it won't happen again. The very next delivery, today, was again wrong, again the manager at the Powers and Constitution store blamed ********, then another store, Uintah this time. I called that store, and the manager then said I could drive the food back across town to her location, exchange it for the correct one, then drive back home. I asked her why I am being held accountable for Petco's mistake? She then turned the blame on Doordash... The orders are placed on the Petco website, not Doordash. I did not contract Doordash to deliver anything from you, in the event I do, if I will contact them if there is an issue. My issue lies with Petco, my order from Petco, I would appreciate a member of Petco's upper management team to contact me with the intent to take accountability and resolve the issue.

  Business Response

  Date: 03/21/2023

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We are sorry to hear about your experience.
  
  A copy of your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have received a confirmation that the General Manager of the *************** has been in touch with you and resolved the issue.
  
  We hope we have addressed your concern at your satisfaction. If we can be of any further assistance, please feel free to call Petco.com Customer Relations directly at **************.  
  
  Please let me know if you have any other questions.
  
  ****************
  Corporate Office Customer Relations
  **********************, Inc
  

• Initial Complaint

  Date:03/16/2023

  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.

  Feb 11 2023 I visited petco in ********** on main Street. I was informed by an employee of a Saving program they offered to get additional coupons and save money on products and services I purchased from the company. I specifically asked if it was a commitment subscription because I wanted no part of one of those as it was for the purpose of coupons for fish supplies and I was told no that it was a month to month subscription and I could cancel at any time. Upon attempting to cancel after not using it beyond the initial week of sign up I was informed that no it is a year long commitment and they refuse to cancel my subscription. This is not what I was told in store via their employee. Their employee gave false information on the basis of getting a customer to sign up for something under false pretenses. I have explained this to customer support and they still refuse to cancel my subscription in which I have not used. Employees should not be utilizing bait and switch tactics to get customers to sign up for a YEARLY SUBSCRIPTION unknowingly just to make the company money. This is wrong and false advertising. I have not used said subscription and I no longer want said subscription and the company refuse to cancel even though I was lied to in order to get me to sign up in the first place. I wish for my subscription to be canceled and not to be charged for additional unused months beyond the initial month of sign up. I seek no other ramifications aside from employee being properly trained on giving accurate information to customers before signing up for things.

  Business Response

  Date: 03/21/2023

  Dear *************************,
  
  This communication is in response to your Better Business Bureau case #******** regarding your concern with the ********** Premier Plan. We are sorry about your frustrations in regards to cancelling your plan and, that you were not fully provided the information about the plan. We do understand this frustration and we apologize for the hassle. We do want to thank you for taking the time and providing us with your feedback.
  
  Everything about your ********** Premier plan can be found in the Terms and Conditions that were agreed to when you signed up. As a courtesy, we have gone ahead and cancelled your plan. You will no longer be charged or able to use the benefits going forward.
  
  Please let me know if you have any other questions.
  
  ****************
  Corporate Office Customer Relations
  **********************, Inc
  

  Customer Answer

  Date: 03/21/2023

  
  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:03/16/2023

  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.

  Worst pet shop ever..explaining about a half dead ball python...I was told to not say anything.. when I brought it to the cashiers attention she was very kind... but the blonde girl with red on the ends on her hair followed me to the Front and refused my cricket sale...I was buying crickets asked about the half dead snake!!!!.. So.... this is a company i trusted for **** near 20 years...i am telling everyone to avoid this placei will make this big on social media...really i am telling all my followers to avoid you....sorry but it was handled poo...a half dead snake and was refused a sale, I only wanted crickets...but your manager went on a power trip...at the end of that why???.could have let it go but now going died....should have gone to a vet calling Peta if it isn't resolved it's probably in a dumpster now probably still alive.... sad...I hope it lives I will be also tell everyone how petco treats long time clients...I had to go to petsmart to get my food..lost a 20 plus year clients who spends ****** a month here..never again I will spend my money where it is appreciated. Maybe just maybe that snake may live but I guarantee ?? it will be gone...I have never in my life been treated so badly about asking if a snake was dead....and told told to shutup..why called you out for neglect...It looks terrible...I don't want her fired but she needs to learn customer service and caring...how is someone who doesn't care about animals working here.........I am calling animal control about the ball python.How is this allowed the blonde with red on the ends has some issues. I hope you your company offers training 20 years as a client down the drain...let's add that up...I'm sure Petsmart won't treat me this bad...wow...and this employee...she needs retraining I will keep calling corporate till it's resolved..also treating me like c*** infront of other customers then embarrassing please look into this company location. Thank you for your time.

  Business Response

  Date: 03/22/2023

  Dear *****************************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience.
  
  A copy of your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 03/23/2023

  
  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:03/15/2023

  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.

  In my research about Petco ******************* I found that a pet stylist is suing PETCO for retaliation whistleblower Defrauding customers and unsafe dog kennel. I am furious about what they did to my small dog on March 11 in ********** ******* My dog is still traumatize. I brought my dog to her appointment 9:30 my dog was ready over 7 hours later. I came back twice to get my dog because she is small probably hungry and need to be taking for a walk to relieve herself. For me within those hours I went to the bathroom twice. This is animal cruelty The manager by the name of ****** need to be fired She was rude and argumentative. I was charge $67.53. **************** is no better horrible being so coldhearted Still never got a response from Petco after filing a complaint by phone and email. Seeing the sadness in my dog's eye I contacted ASPCA, PETA, *************** What did they do to my dog What I was told by employee who was very sorry that they were over booked about 14 or more dogs. I was charge extra because they had to clean up after my dog. My dog was in Petco for over 7 hours. Manager did not care that I was filing a complaint she told me to go ahead again charge me $67.53. My dog was shaking. The employee that brought my dog outside can confirm that I was on the phone making a complaint.

  Business Response

  Date: 03/22/2023

  Dear *****************************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear about your experience.
  
  A copy of your complaint was shared with our upper management to ensure that this will be addressed accordingly. We have received a confirmation that the investigation is ongoing and they are reviewing your concern. As soon as we have more information, we will contact you. Again, we sincerely apologize for any issues this may have caused however, please continue to stand by as we are coordinating with the proper department to resolve.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***
  

  Customer Answer

  Date: 04/03/2023

  BBB# ********
  
  Your email is going into my spam folder It is not allowing me to response against Petco Grooming. I missed a call from ****** but when I called back three times it was made clear that she did not want to speak to me.  I called today March 28 was told that ****** is on vacation but there is manager name ************** ask to speak to him and he refuse to come to the phone and refuse to call me back I called back for the third time ****** answered the phone he informed me that she is taking care of someone sick personal matter that is why she is out today.  I ask for the corporate number he intentionally gave me the wrong number It was someone personal cell phone number. I tried to make contact with her way before today made several attempts on the day she called I missed her call March 20. I made attempts after that date. What happen is animal cruelty and my dog was shaking she was traumatize. When I called ASPCA and the ************** they agree being that my dog is a yorkie that was way too long over 7 hours. Then I get attitude and had to pay full price added an extra charge. I would like this to please be reopen I would like the public to know being that there is a lawsuit from a former employee who was fired for being a whistleblower unsafe maintenance of dog kennel. Thank you BBB the representative BBB name is ******************* who kept me undated but I could not respond thru the BBB portal. My name is *****************************
  

  
  

  Business Response

  Date: 04/09/2023

  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 received a confirmation from the General Manager of the *************** that she had spoken with you and had a great conversation.  She also added that you will be in on Saturday for a full refund of the services you paid for.   
  
  We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
  
  Thank you again for contacting Petco.
  
  Warm regards,
  Corporate Office Customer Relations
  **********************, ****

  Customer Answer

  Date: 04/10/2023

  
  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:03/14/2023

  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.

  March 13th I chatted with customer service about something that was not working on the website correctly. He told me to go ahead and order the product and he would then credit back my card. Spelled out the price in writing on the chat. He then told me he wasnt going to credit my account after he spelled it out in writing for me. He lied to me.

  Business Response

  Date: 03/19/2023

  Dear ***************************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your concern with your recent online order. We are sorry to hear about your experience.
  
  To assist you, we have requested one of our Corporate Supervisors to call you back and discuss your concerns. We have been notified that she was able to connect with you and provided the discount you requested. We hope that we have resolved your concern to your satisfaction. We value you as our customer and hope that you will continue to do business with us. Your feedback is very important and your comments are valued.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***

  Customer Answer

  Date: 03/20/2023

  
  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:03/13/2023

  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.

  On February 24 2023 I was scammed into vital care. The employee who rushed me through the acceptance of the agreement assured me it was NOT a commitment and assured me several times through the transaction it could be cancelled at ANY time, going so far as to say the auto renew cancellation in the app would in fact cancel it from the next month and it was NOT a yearly commitment. This is a scam. After contacting support via email I was told they will not do anything to help, and upon calling I have been hung up on twice before even speaking to a representative. This plan that I were lied to about and rushed to accept without being allowed to read through the terms, and in addition assured by petcos employee was NOT a yearly commitment does not benefit us in any way. We were scammed to make a sale. Very upset and disappointed.

  Business Response

  Date: 03/16/2023

  Dear *************************,
  
  I apologize for any frustrations in regards to cancelling your plan and, that you were not fully provided the information about ********** Premier. I am sorry for the experience you had as well with your ********** Premier Plan.
  
  Unfortunately due to our policy you do need to call in to cancel your plan. I do understand this frustration and I apologize for the hassle. I do want to thank you for taking the time and providing me with your feedback.
  
  Everything about your ********** Premier plan can be found in the Terms and Conditions that were agreed to when you signed up.
  
  As a courtesy, I have gone ahead and cancelled your plan. You will no longer be charged or able to use the benefits going forward.
  
  Please let me know if you have any other questions.
  
  Thanks,
  
  ****************
  ********** Premier Escalations Supervisor

  Customer Answer

  Date: 03/16/2023

  
  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:03/11/2023

  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.

  An Order for a 40 gallon breeder tank was placed on 2/3/23. The tank lasted until 3/10/23, having failed a the silicone molding that prevents water from escaping. About 30 of the 35 gallons of water that were in the tank leaked when the silicon failed and caused massive flooding in my apartment complex. A fish tank should not have the life expectancy of a month, especially for $119 for the tank. Due to the failure of the tank I had to lay out more money and get another tank that *** or *** not even last. The tank was properly taken care of, and was placed on a level 40 Gallon tank stand from Petco, and wasn't even filled to its 40 gallon capacity. The leak caused such an excessive water amount to escape that water leaked through the molding on the wall down to the apartment below mine. This is entirely unacceptable and put the lives of my 2 axolotls at risk.

  Business Response

  Date: 03/13/2023

  Dear ***********************,
  
  This communication is in response to your Better Business Bureau case # ********.We are sorry to hear that the tank you purchased from ** did not meet your quality expectation.
  
  To assist you, we have processed a refund amounting to $130.34. It may ************** 2-3 business days depending on your Bank Terms and Conditions.
  
  Furthermore,will certainly do our due diligence to review the product and make any decisions necessary to ensure a safe product. The safety of our customer's pets is paramount, and we thank you so much for bringing this issue to our attention.
  
  Thank you for your time.
  
  Warm regards,
  Corporate Customer Relations
  **********************, Inc
  

• Initial Complaint

  Date:03/11/2023

  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.

  Transaction date 3/5 Bought two saltwater shrimp Cost $100 No signs visible that this was final sale and no guarantee. Online for PetCo there is a 7 day guarantee. Not right that it is different. Sales associate did not tell me this when I bought them. Called corporate and everyone I spoke to just said this is our policy and gave me empty apologies. Very misleading that online and in store policies are different. When trying to return dead shrimp next day the manager on duty couldnt show me where the policy was visible. Seems a policy like this should be very visible so that consumer can make an educated decision before spending this kind of money on fish. Also fresh water fish have 30 day guarantee so you assume when you see all aquatic life 30 days that youre good but surprise your not.

  Business Response

  Date: 03/16/2023

  Dear *********************,
  
  This communication is in response to your Better Business Bureau case #******** regarding your concern with our Return Policy for saltwater fish. We are sorry for the inconvenience and frustrations this has caused.
  
  As per policy, saltwater aquatic life cannot be returned or exchanged. There is no guarantee for saltwater fish or other marine life. These animals have unique requirements, and are very delicate. Feel free to visit out return policy again using this link ****************************************************, as one time courtesy, we have processed an electronic gift card amounting to $100. It was sent to your email address ************************ in a separate cover. We hope you will find this favorable as this is the best resolution we could provide.
  
  If we can be of any further assistance, please feel free to reply to this communication or call Petco.com Customer Relations directly at **************.
  
  Thanks for your time.
  
  Sincerely,
  Corporate Customer Relations
  **********************, Inc.
  
  
  

• Initial Complaint

  Date:03/07/2023

  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.

  Hi. I took my 2 year old daughter to this store after work today so that we could buy a fish tank and get a gold fish. The store is at ********************************************************. We had chosen to go with a combo tank that had the filter and lights etc included and was about 2.5 gal in size. We saw the tank full of gold fishes for .29 and .49 and showed my daughter so she could pick out the fish she wanted. She was very excited after she saw all the fishes in the aquarium section of the store. I went to grab an employee so that he could assist us in getting a .29 gold fish. Upon asking for assistance from the employee he begins to question where I was putting the fish and starts to recommend a larger tank. I politely respond that I'll be placing it in the tank we were holding and will gradually move up as the fish gets bigger. Also note this was going to house a gold fish my daughter had won at the carnival a couple days ago. The goldfish we wanted to purchase would also be kept in the same tank. When I asked if he could assist in getting a fish for us he refused and said he won't be able to but he will ask if his manager can. The manager comes by, his name is *******, and asks us what we need help with. I begin to ask if he can help us with getting a .29 gold fish. We, again, begin to get questioned on where we were going to put this tiny fish. I tell him the same explanation. He starts to recommend a larger tank to us and I politely refuse and explain that I will purchase a larger tank as the fish gets bigger. The fish we were wanting to purchase was a .29 goldfish that is probably a half inch in length or less. The tank we would also be purchasing is a 2.5 gal tank with a filter combo. The manager begins to tell me that he wants us to purchase a larger tank. At this point we're starting to get anxious and I decline and ask if he could just help me get the fish so we can be on our way. We came after work and wanted to get this and go home. He says he can't unless I get a bigger tank. I ask him what his reasoning is for that and his explanation is that the tank we are getting is too small for 2 fish. Now this to me didn't make sense. The fish we were getting was under a half inch long and the fish we had at home was the same size. He was saying that it was to small because it would cause to much stress for the fish and it would die if we put it in there and he refused to sell me the fish. I responded back and said that you are keeping a couple hundred goldfish in your store tank that looks maybe 10 gals with fish that are already dead in the tank. I counted maybe 10 dead goldfish in the tank already. Me purchasing a fish would likely give it a better home then how your store has them kept. The fish would have a better chance of survival with us in then it looked like it would in the stores tank. I did not get a response to that and he just says he can't sell me a fish. His explanation of refusing to sell me a fish did not make sense at all due to the fact that the store is keeping hundreds of fish in the tank currently and me taking 1 to put in with another in a 2.5 gal tank would be to small for it. How does that make any sense. We would likely give it a better home then the condition it was in in the stores tank. I have kept fish before and have raised goldfish up to the size of an adult hand. I know that those goldfish that are less than half an inch would be fine in a 2.5 gal tank and once they get bigger we would need to move them to a bigger tank but it did not need it right away. Now I don't understand if this is Petcos tactic to try to upsell product or if it's Petcos policy to refuse to sell fish if they are not getting a big tank but I would like an explanation of this. We ended up frustrated after he refused to sell us the fish that we decided to not purchase the tank and just leave the store completely empty handed. My daughter was distraught after leaving with nothing. She was so excited to purchase her first tank from Petco and a fish that would go along with the fish we got from the carnival. The whole experience left us not wanting to come back to Petco again. I would like to know what Petcos policy is regarding customers who want to purchase a gold fish. Is it policy to force the customer to purchase a tank that is to large for its current size or refuse to sell the customer a fish? Please let me know how **********************, as a company, handles this situation becuase the manager and employee refused to sell us a fish unless we bought a bigger tank. But the fishes are kept together in a tank with hundreds of other fish and are already dying. If this is not Petcos policy please train your store managers and their employees on Petcos policy. The managers name is *******. If this is Petcos policy then I will purchase the tank elsewhere and go to a different store to purchase a fish and take my daughter to have a better experience but if this is not Petcos policy and the store manager is properly trained on it then I would like to take my daughter back to the store so she could have a better experience then what we had yesterday.

  Business Response

  Date: 03/29/2023

  Dear *****************,
  
  This communication is in response to your Better Business Bureau case # ******** regarding your negative experience in one of our ******** Centers. We are sorry for the inconvenience.
  
  To assist you, we have requested our District General Manager to reach out to you. We received a confirmation that he was unable to speak with you. However,he left messages. Our policy states that if a guest does not have the adequate tank/habitat for an animal that we sell we have the right and obligation to refuse the sale, as we only promote responsible pet keeping. We do our best to train all of our employees/associates on how to properly handle customers issues, but your concern was not handled properly. For that, we are extremely sorry. We are going to take steps to ensure we are educating and teaching our guests on proper care and why. We look forward to providing a better experience for you in the future. Thanks again for bringing this issue to our attention, and please dont hesitate to contact us directly with any other concerns you may have.
  
  Thanks again for bringing this issue to our attention.
  
  Sincerely,
  Corporate Customer Relations
  **********************, ****

• Initial Complaint

  Date:03/02/2023

  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.

  Today I had my puppy groomed at one of your Petco location Thu, Mar 02 12:00 PM Pet: ******************* Service(s): **** Long Hair XS Add On(s): Face ************ ****On, Face Trim Stylist: *****************************: $71 Location: ******* - ******** The customer service is really bad, my app for grooming was changed without my consent.I had scheduled it at 1p and when I got their they wanted to charge me a NO SHOW CHARGE. They had changed it to 12 with out my approval .I had requested for my puppy to be showerd, haircut .nails and pals clean Upon my return my puppy was just showered but not really clean because he still looked dirty from his face and lower body, his wiskers were cut uneven he has some short and some long, No other trim was done in other terms my puppy looked the same way I took him . when I asked the *** why my DOG LOOKED the same way, I took him. She stated the dog moved to much in a really rude way. I was charged ***** For getting my dog back the same way I tool him. My dog currently looks sad and does not want to eat. Before taking him he was happy and running around the house trying to eat everything he could fine. Please see pictured of before and after

  Business Response

  Date: 03/09/2023

  Dear ***********,
  
  This communication is in response to your Better Business Bureau case #******** regarding your dissatisfaction with our Grooming Salon at ********************************. We are sorry to hear about your experience.
  
  Your case was turned over to the upper management of the *************** for handling. We were informed that the General Manager had spoken with you and agreed to process a refund on Sunday. We hope that we have resolved your concern to your satisfaction. We value you as our customer and hope you will continue your business with us. Your feedback is important, and your comments are valued.
  
  Thank you again for contacting Petco.
  
  ****************
  Corporate Office Customer Relations
  **********************, ***