As someone who works in retail, I know what it is like to provide excellent customer service. Of course, it is not ok to do everything for a customer just because they are angry or upset. Two things that I was not when I walked into this store. I had previously purchased Blue Buffalo Puppy Food for my Labrador retriever mix and the manager Michael was nice enough to price match their online price of $21.99 for a 15lb bag of dog food. I was happy with my purchase as I did not have to spend over $30 on dog food because I am a frugal shopper and if I can get the same item for a lower price than I will take advantage of that. This visit, which was my first, was very pleasant. 6 weeks later I am here again to purchase my puppy some food and treats (for training purposes). I get the same bag of dog food and ask the nice cashier if she would price match their online pricing. She says she has to ask her manager, which is normal protocol for any retailer. The manager, whose name is Matt, says something to her which I could not hear and then he walks away. She says he can price match the dog food to $32.99. The dog food in the store is $33.99. He can only price match $1? I ask her to bring the manager over. I explain to him the situation and even show him my receipt from 6 weeks ago and he says he still won't do it. I am baffled because I have proof that it's been done before. I was polite. I did not yell. I did not ask him to give me the bag of dog food for free. I did not make an outrageous demand. He says that he can have it ordered online and it will be about 3-6 days! I think, I can't make my dog wait 3-6 to eat?! I can't go 3-6 days without food like I'm sure this man can't. I couldn't believe him and his terrible customer service. I tell him I won't be taking any of the items and that I will just go to PetSmart. 10 minutes later, after storming out of Petco, I arrive at PetSmart. I bring the dog food to the cashier, ask her to price match Petco's online pricing, she does it, and I walk out of the store paying $24.58 after tax + a $1 donation to homeless animals. How terrible is it that Petco stores won't price match their online pricing but PetSmart would. I do like the selection of dog food that Petco has and that is about the only thing I like. Their store is dark, dingy, and dirty. The store is very creepy because it is not well-lit. It is very dirty and run-down. The doors, walls, floors, and fixtures seem to be covered in a layer of dirt. The counters are also dirty. I'm afraid of even putting my purse down there. The employees don't wear uniforms which makes them seem unprofessional. The entire atmosphere of the store is depressing. In order to keep a retail store thriving, it must be clean, stocked, and provide excellent customer service. 2 out of 3 things that Petco is lacking. Petco is not where the pets go. They go to PetSmart. read more

We had our dog Buddy K groomed by Sara today - WOW, she's so professional and was so good with him. He's a shy, submissive boy and doesn't always like to participate with toenail trimming. She gave him a wonderful haircut and since he has skin allergies - she was knowledgeable and did exactly what he needed. We highly recommend her, she's a gem - we just moved here so we're thrilled to have a groomer that we trust 100%. Thank you so much Sara! read more

Love this location ! Service good and convenient location ! Near home great prices in stock .

Very disappointed with this particular location. Employees outside the main entrance to the store smoking, no acknowledgment from the staff that was inside the store, poor selection, high prices, staff member at main register talking on her cellphone, dead fish in the aquariums. Just a very dismal atmosphere and a severe lack of customer service. I get a vibe from this location that maybe its on its way out? Maybe the lease is going to expire? Maybe that is why the employees act the way they do? Who knows? read more

Well to start off they helped us pick suitable fish for our aquarium although they had a little bit of trouble getting the fish out. They also had good knowledge of fish and whether they are friendly enough to live with each other. The store was dark and looked a little run down though. read more

I am just going to start by saying I am a loyal PetSmart shopper. I had gotten a Petco giftcard, though, and stopped in to take a look. Their prices are much higher than the PetSmart just across the street on virtually everything. Their fish selection is... Lacking. Very lacking. As is their selection in general. So why did I rate them 4 stars? Well, a few reasons. 1) They have some items PetSmart just doesn't. For instance, varying nice wood litter box enclosures and cat condos you can kind of customize with attachments they sell. 2) They sometimes have killer clearance deals. YMMV. I bought a small cat tree (a half moon bottom with a window perch on top) for $10 on clearance. My cats love it. I got a cat harness, a nice padded one, for like $2. 3) They have different food options. Less of the mainstream but more of the natural, grain free and all that. My cats eat Royal Canin so this is irrelevant for me, but I am sure it matters to some of you. 4) The people there are nice. At PetSmart they are nice but there are a lot of them and they sometimes hover. I hate, hate, hate that. Here, the staff seems minimal, but they are nice without being everywhere I turn. I like that. 5) The manager. I forget his name, but he is an African American young man. I was interested in a clearance cat box cabinet but concerned the opening would not be large enough for my huge Maine Coon cats. It's dimensions were not listed. He opened it up for me, drug out the pieces and measured it for me without acting like it was the end of the world. Then he had to put all the stuff back in the box, and you know those put-it-together-yourself boxes are packed in some crazy Houdini fashion. It was large enough. After all that work, I asked him if it would be bad if I bought the unopened one. The other had been drug around trying to find the piece to measure and I was concerned it might have gotten scratched. I am picky. He said "Nope! If it were me, I would get that one too! No problem!" and then carried it up front for me since it was too bulky for the cart. At checkout, a guy with a pit bull had come in to return a muzzle. The cashier was obviously having a hard time. The guy was rude, yelling at the poor dog, and all over the place. The manager asked me if I minded waiting a moment and I said please, go ahead. He told him it was no problem, exchange it without a receipt, etc... While the guy yelled at him and the dog, he did a good job of averting a bad situation calmly. He then checked me out. I went to slide the bulky heave box onto my cart to take it to my car, and he said, oh no, please let me carry that for you, it is heavy... and he took it out and put it in my car. I was impressed with his customer service, that stuck with me. He handled the crazy guy with the poor pit puppy calmly and well. And he was very gentlemanly towards me, offering to carry and help and not acting like it was an inconvenience. Overall I will return to check out this Petco just because I was pleased with the service! read more

This review is regarding Petco On-line. Consumer Alert: Do not buy from Petco on-line. They illegally charge your bank account and will ship cancelled orders weeks later; after the orders have been cancelled. There are many examples on line and here is what my family experienced. Hello Petco Customer Service Managers and CEO Brad Weston, I am writing this review because I just experienced the worst customer service ever by your on-line staff! I feel very strongly about my horrible experience with your company. Being in the customer service industry and working for a large manufacture. I have been trained to provide excellent customer service. What I experienced with your on-line customer service was far from pleasant. On November 29, 2019 I ordered on-line an Aquarium Stand, order#19387701985899. I would have driven to the Peoria Store and purchased it there, except this is an on-line only item per your website. The order processed quickly and was to arrive in time for my birthday. This was a present from my family to me. I was very excited that it was to arrive on my birthday. I tracked the package from the mid-west to Phoenix, AZ. The package arrived in Phoenix AZ. On December 4th. Then on December 5th the package was delivered to the Goodyear station. Were it sat there and sat there. My birthday came and the package never arrived. I waited and waited, until Dec. 9th.. I then called and asked "what is the hold up?" To which I was told, we do not know. The end result of the call was I would need to wait a few more days before Petco will track it. I was very disappointed! On Dec. 11th the package still had not arrived! At this point I am upset! I have to go to work and cannot spend anymore time on this! I ask my mother to call and cancel the order or find out where we can pick it up. On Dec. 11th she calls customer service and is told we cannot pick it up and Petco does not know what the hold up is. My mother said she spoke with a female with a heavy middle eastern accent. My mother stated, "Since we cannot pickup the order and you do not know what the hold up is, please cancel the order and refund the credit card used." The csr told my mother that the order was canceled and the refund would post in 5-10 days back to the credit card used. My mother asked for a call reference number and was told there is not one. On Dec. 20th I used my entire lunch hour trying to resolve this problem! I called because there was no refund and no pkg. A female with a heavy middle eastern accent answered the phone. I do not recall if she gave me her name. I asked where my refund is. The csr informed me that since the pkg was delivered there would be no refund. Too which I responded with, no it was not! I asked what day was it delivered? What time was it delivered? Who signed for the package and brought it into my house? My mother is disabled and would not be able to lift such a heavy package. The csr said "it was delivered on the 19th", but she could not answer the rest of my questions. At this point I am extremely angry! I ask to be transferred to a supervisor. A lady by the name of Lisa gets on the line and states she is a supervisor. I explain everything to her and she tells me that the call on the 11th was never transferred and completed (whatever that means). That the request to cancel the order and refund my money never happened. At this point I am done and express I feel your company is committing fraud. Lisa states that this call is no longer productive. She refuses to refund my money for another 10+ days. I ask to speak with her supervisor/manager and I am told that her manager does not take calls from customers. I told my mother this, and she laughed. In her career she setup and established call centers, customer service departments, and rma departments for large companies. She laughed and said "In the old days, lazy managers that don't take calls, were fired." The call ended with me telling Lisa I would be sending a letter to the corporate office, writing a negative review on several websites such as BBB, Yelp, and so forth. I would also be notifying my bank about possible fraud. Being that customers are the reason Petco is in business and your employees have jobs and profit sharing, and the shareholders and board of directors get paid. Petco will not be in business for very long if doesn't make its customers happy. It is not up to the customer to fix a csr's mistake. The customer should be refunded immediately in these types of cases and the tracking of the package done transparent to the customer. It is not the customers fault that Pet read more

Our family LOVES shopping at petco over petsmart. We are always treated so kindly, and have only experienced great customer service. Jason in the grooming department was so wonderful and prompt. He even pointed out that our puppy had bumps on his skin and hair loss from a possible allergy, which no other groomer has pointed out before. He gave us some new food suggestions, and treated our pup with such love and kindness. We can't wait to come back and shop here again! :) read more

HIGH PRICES and lack luster customer service from staff. PetSmart is much better in my opinion.

Great store, friendly employees but come on already and do an audit on your store for the endless items that aren't priced!!!!! There are soooo many products here that aren't priced, it's irritating and unprofessional. read more

service in this store is very poor.45 min wait for feeder fish and never got them. And its been like this for the last 10 years.Never going back to any Petco again. Ive been a loyal grooming and aquatic customer.Not anymore read more

GoDog toys are rough and tough for our chewers! Sure, they cost a bit more but completely worth it. Our Lab Retriever has enjoyed these toys because they last... normally. We purchased a flying pig GoDog toy on 2.21.2019... we gave it to him and that's when we identified an issue... CHECK THE SEAMS. This morning (2.23) I went back to exchange the flying pig with my receipt and was greeted by a rude and ill mannered manager by the name of Stacy. Clearly, she did not know nor care about dogs and made it a point to state she made the determination herself that she would gladly sell me a new flying pig but would not be exchanging or returning the defective one. Her reason, was that it was our dogs fault and Petco would not take responsibility for the owner making a mistake. She refused to directly answer any of my questions or listen to anything I had to say. I left rather irritated and disgusted by the lack of customer care or pet care/knowledge of this "Petco Representative " and vowed to take my business elsewhere. After a few hours I went back because I refused to take Stacy's answer as the final say... I was delighted to speak with the new shift manager Emily who not only played with our pup but also took him to go pick out a new toy himself. I was impressed with Emily and her attentiveness to ensure our Beau was happy and EMILY IS A PETCO REPRESENTATIVE AT STORE 591. If I EVER have to deal with Stacy again, I will most certainly be taking ALL my business to Petsmart and I'll be certain to share that Petco clearly doesn't vet their managers to ensure they are competent enough to assist in any situation that may arise. That being said, Emily needs a kudos and Petco should sincerely re-evaluate why they allowed Stacy into her position of power that she seems to believe she has. read more

Went to this Petco over the weekend to return some of the fish we bought a couple of days prior because 3 of them were dead and one was half alive and clearly sick. Josie, the lady up front made it seem like what we were asking for was too much and giving us a hard time about getting our money back. She said that she wasn't sure if they could take back the one fish that clearly sick because it wasn't dead yet. I don't want a sick fish and a company and its employees should take some kind of responsibility read more

The people here were so nice and helpful. I use to always love Petsmart better but I'm starting to be a petco girl, the prices are cheaper and when you have a new dog they give you a coupon book with alot of nice coupons for FREE. Petsmart charges you $20 for their coupon book. read more

I was reminded the other nightwhy I started shopping at PerSmart over PetCo. Customer service is TERRIBLE. I was at other stores in the strip mall so I decided to stop in to get crickets for my bearded dragon. The ones in the barrel were too large so I looked at the prepackaged boxes and after looking through 4 or 5 packages I found one that actually had mostly living crickets. I went it pay and the cashier was finishing with the customer in front of me... or so I thought. She discovered she had charged the customer for an extra can of cat food.... then she told the customer that the cans were actually more expensive than she expected. When the customer said the price listed on the sign the cashier walked away with her without even acknowledging that I was in line. A "I'll be right back would have been great. Calling for a price check instead of walking away from a register would have been even better. Was the cashier really the only one in the store and she had to leave like that? So ridiculous... and something for me to think about next time I consider just stopping in for convenience instead of driving across the street to PetSmart read more

DO NOT BUY FISH HERE. Everything else is just fine, but the fish are another story. I originally bought about 5-6 fish to start my tank and I got Mollies as I am experienced with them and they are relatively low maintenance fish. However within a week two of them died, I got replacements under their 30 day guarantee (which btw you have to bring the dead fish in for lol) and the ones I took home as replacements have also died. Now I will hand it to the staff because they did work with me and tried to help me out with my issues. I put in treatments for diseases, changed the water the appropriate amount, got a tank heater, tested levels nearly daily, and even brought a sample to the store, and although everything was fine they keep dying. I have always purchased fish at Petsmart prior to this and will obviously be going back to that, because it's very disheartening to keep watching your pets die over and over even if they are just fish. read more

I went into Petco to return dog food. The associate Bruce told me I had a fake receipt because my receipt didn't have the logo printed on the back. He didn't even look at the front of my receipt or feel the receipt or check for the code at the bottom or anything. My receipt was from a different location. It was a real receipt. He told me to get out of his store until I had a real receipt. He was extremely abrupt and unprofessional. read more

Such nice staff and great prices compared to Petsmart. Great online deals and emails with great coupons. Super happy with the whole experience. read more

i went to this location at 12:00 pm today i was there for 15 minute waiting for other employee to help the cashier told me she is the only one working please you can do better then this read more