I have been taking my dog for grooming for about a year. She is a little 10 lb Maltipoo. She is very nervous at the groomers so I ask them to have her in the cadge as little as possible and to please call me when they are about 15 minutes from being done. Today, the new groomer did not call me when she was done and left her sitting in the cadge for over an hour! She did not clip her nails and the trim on her ears and around her face was horrible. I will NEVER take her back there. They should be reported for animal abuse! read more

What does it take to get a response from Petco customer service? I have a concern re vital care rewards program that is only accessible through the Petco App. 3 Emails, - 2 to Customer Relations, 1 to Mobile App Customer Service - a grand total of 0 responses, not even a canned "We received your Email ....... ". read more

I ordered fish food this morning on petco.com. Since it was my first order with them, the deliver fee was reduced from $5.99 to $0.99 (same day delivery with DoorDash). A few hours later, I received an email from petco.com saying, "We're sorry. Your items are currently unavailable." I guess the DoorDash person couldn't find the item that petco.com said was in stock. Boo. When I ordered this morning with petco.com, I thought to myself, 'That's a pretty good price, plus cheap shipping... Why haven't I bought more from them?" -- now I remember. read more

I want your support in helping me retrieve my funds from Petco. Petco is evasive in paying me for a claim I submitted regarding my cat that was in urgent care. Petco responded to my claim by saying I was missing an itemized invoice that I had included and sent to them via email. I also spoke to a representative, Kelly, who said she would forward the case over the phone. I have not heard back from Petco. I am a single mom who needs these resources. However, I feel bullied and taken advantage of by this organization. Please help me. read more

Made an online purchase as a guest which I have been doing for years and did not get the merchandise. The money was withdrawn and no merchandise. Horribly pathetic customer service and even escalation did nothing. PETSMART it is moving forward! read more

There isn't a low enough rating that I can select for Petco. Ever since they took the prescription business over from Drs Foster and Smith, their service has plummeted past the cent of the earth. They don't know what they are doing. I have spent HOURS upon HOURS trying to get prescriptions filled for my dogs that amount to over $500, but apparently they don't care. First I was told I needed PAPER prescriptions that needed to be taken into a Petco store...NOT!! Then they apologized and said that I needed to upload them to their site. Had trouble with that and spent hours with a supvervisor trying to get them uploaded. Turns out their site limits quantities but it doesn't say that anywhere. I had to re enter the prescriptions for my 4 dogs over again. Then they cancelled the scripts for one of my dogs for Bravecto and TriHeart. Couldn't give me a reason why. Have spoken now to 3 supervisors and am still no closer to getting this resolved, and of course, they claim it is too late to cancel my $500 order. They said Vet would not approve it, yet I sent them SIGNED scripts from the vet. So now I have to contact the vet to find out just what the heck happened. My guess is that there is a language barrier. I had trouble understanding the reps and they didn't understand simple language from me either. I even sent them a DETAILED email of what I needed and what their system would provide, and still I sit here typing this review because they can't do their job and process a simple order. Save yourself a MAJOR headache and order your pets prescriptions somewhere else that actually know how to fill them. They SUPPOSEDLY are using Express Scripts????? but I have never seen this kind of problem with Express Scripts EVER. Next step is calling the vet tomorrow as well as Petco's Corporate Office. read more

This location is the corporate office! No store here. DON'T COME HERE unless you're NOT shopping.

This is the worst customer service I experienced from a big chain retail store. Purchased a cat tree, received it in a bunch of seven pieces. No packaging , they were just thrown in the shipping box. Tried to put it together and found out that one main piece is missing. After two phone calls, one chat on line (a lot of hold time, wasted two hours of my life), received a promise that missing part will be provided via expedited shipping. Part was shipped five days later via UPS ground. After 10 days of waiting received a partially made part that was not finished in making and can not be used as is. Started calling again and after three representative and 90 min on the phone got connected to Ms. Tiffany B. Customer Relations Coordinator. Per her request emailed multiple images of the piece it suppose to have (according to the provided drawings) and a part I received. Received another promise that problem will be solved shortly. Three days later had to remind Ms. Tiffany about the issue and received an offer from her - shipping label to return everything back. So, now in addition to already wasted time on the phone and computer, I need to pack pieces of this cat tree in the box and go to UPS store to drop it. Terrible. Please do not buy from Petco. read more

I placed an online order for prescription renal dry food for my cat Nov 01. Two days later I saw that the order was still in the "in progress" status.  I called Petco, received an email a couple hours later with an update at my request: I'm glad to inform you that our pharmacy confirm that your order for prescription food that have order #XXX is already approved by your vet and it now on the fulfillment center and already processing to be ship out.. The next day/Nov 4th I called back when I saw the status was still "in process".  I was told by Jeralyn it was to be shipped that day.  Today/Nov 5th once again it is in the "in process" status.  When I called to find out why it is still in that status, Jeralyn again spoke with the pharmacy, I was told I should receive the order Nov 8th I asked when the order was shipped, she would not tell me.  I asked to speak to a supervisor.  After waiting for 15+ minutes I was told that the supervisor would not be in until 6AM PT. Why did I have to wait 15 minutes to be told that? I called back at 6:07AM, the supervisor was busy.  I then asked when can I expect a callback, I will be available for that callback.  The rep told me the supervisor/Shanique (named was spelled to me) told him she would call me by 8am.  No call by 8:15AM. When I called at 8:30AM Shanique was not available, and I was told that no supervisor is available.  Why would Shanique tell the representative that the callback would be made by 8AM? When I told the representative that I would post this experience on FB, and the internet, suddenly a supervisor Tonette was available.  Tonette spoke to the pharmacy; now the order is expected to be shipped out BY Nov 8th. If I don't get a status update by the 8th I should call Petco back to see what the status is!  Are you kidding!!!The updates keep changing! This is food for a cat that has kidney disease, why didn't anyone tell me there could be a delay?  Why am I not surprised that I received different answers from different reps and the one supervisor I talked to? All of the reps and supervisor did apologize that I was receiving incorrect information...where is the customer service training for giving the customer the correct information the first time.  No more apologies!  This is an example of how Petco treats their customers! read more

DO NOT BRING YOUR PET HERE TO BE GROOMED or really, support this business what-so-ever. I brought my french bulldog in this afternoon to be groomed at a local Petco. I had made an appointment online for my dog to be groomed due to Covid and them not accepting walk-ins at this time. Here are my complaints: 1. There is no option on the grooming website to make an appointment for just a nail trim... not a deal breaker here, but figured I'd add it in the small chance someone from Petco corporate reads this. 2. My dog was given a bath/nail trim/ nail buffing, etc. Usually, they automatically do the express grooming since he is a french bulldog and is brachiocephalic, meaning a short nosed breed. I waited in my car while he was being groomed, and ended up waiting almost exactly 2 HOURS for his grooming to be complete. 3. THIS IS THE ONE THAT ACTUALLY MATTERS: My dog came out from grooming and has been whimpering the past 2 hours and has been lethargic. The woman from my local salon told me that he had barking and doing a typical frenchie scream the ENTIRE TIME while they kept him locked up in-between his grooming services. He was obviously stressed out being locked up. FOR MANY BRACHIOCEPHALIC DOGS, they can have heart attacks or pass out do the difficulty breathing in stressful situations. You can google MANY instances where dogs have DIED due to this in grooming salons, planes, etc. The groomer tells me upon pick-up, with an attitude, that I should really call in to the salon next time to schedule a "Zoom groom" for a shorter grooming time that is specifically made for these breeds. Now let me tell you, there is no info on their website about this or option during booking the appointment to select this, which, to compare, PetSmart has. She then tells me how stressed he was the whole time and insinuates it is MY FAULT for not telling them in advance. YOU HAVE EYES. YOU CAN SEE THAT HE HAS A SHORT SNOUT AND NEEDS TO HAVE AN EXPEDITED APPOINTMENT. She then tells me that she cares a lot about these breeds and really suggests people schedule this when they call in.... if so, why not tell me all of this UPON CHECK IN... to tell me that the appointment involves them locked up in a crate to then allow me to make the decision to let him stay or reschedule for a "Zoom Groom". OR if it didn't come to mind then, why not call me while my dog is barking/making noises that you're concerned about his help and that I should come pick him up right away... I WAS LITERALLY SITTING IN THE PARKING LOT. IF YOU ARE CONCERNED ABOUT A DOG'S HEALTH, YOU NEED TO CONTACT THE OWNER IMMEDIATELY. 4. I just called the Petco corporate line to tell them this story... at the end of me telling them everything the line was silent. And mind you, it took a lot of effort for me to try to explain everything without getting angry at the person on the phone since it's not her fault. But she did not respond after I told the entire story. Talk about great customer support... NOT. This is absolutely APPALLING to have had this happen... you read about stories like these, but never assume it will happen to you or you dog since you would assume that a grooming salon would put the pet's best interest in mind. I have shopped at Petco religiously for pet food, toys and supplies as well as many grooming services. This is absolutely HORRIFIC and corporate really needs to take action to ensure all pet's are being put first to avoid any injuries or deaths. Petco needs to take action to implement options during booking, increasing awareness on their website and to re-train all grooming employees to better handle situations like this and to put the dog's health first. For anyone who is considering taking their dog here, just DON'T. Congrats, Petco. You've just lost a loyal customer. UPDATE: went in today to talk to the manager of the store in Concord, NH... I was offered a bag of treats for my dog who just had a NEAR DEATH EXPERIENCE... smh. Oh and also, STILL have not heard back from emailing customer relations... read more

Yep buy one treat get one free "in store coupon only" didn't work. I went to 3 different stores drove 32 miles, round trip between them. The stores was not stocked with the same ONLINE products. Talked to managers and they were willing to do "work arounds". You want me to come back again, I don't think so. Hey KNOCK KNOCK corporate, called left a message with operator 2 days ago for an executive complaint, I've been ignored. Horrible advertising "gimmick " to get customer's into the store. PETSMART, TARGET, WALMART all have better product selections. Guess what there closer and even if I have to pay more I would rather do business with them. My "guarantee " is; I'll be posting on social media every chance I get about this experience. Pet industry is over a 70 billion dollar annual business, you have lost my dollars and I'll will share my " experience " with other consumers to make better choices and not get sucked into your " games " Meow & Woof Here's is was PETCO sent me " the BAIT " Buy One, Get One Free Dog and Cat Treats All treats. Mix and match. Excludes treat bar. Free item must be of equal or lesser value. Redeemable on mobile. Present printed coupon or mobile device and proof of Pals Rewards membership card to receive this offer. Valid at Petco or Unleashed by Petco on in-stock products. Not valid on the purchase of gift cards, prior purchases, salon services, dog training, vaccination services, our Self-serve Dog Wash, online or with any other coupon offer. Void if copied, altered, transferred and where prohibited by law. Single-use coupon, limit one per household. Selection varies by store. Valid 6/30-7/4/18 only. read more

This is listed as one of the corporate office addresses in San Diego. There are two. The other address does not come up in Yelp's search, so I am writing this complaint here. I have also sent the BBB a formal complaint. I just want to write this in case anyone else is having this problem. I love Petco's Dog Food Delivery Service. I have used it for four years now. Every once in a while, the credit card tied to my delivery service on file with Petco is compromised. Usually the card issuer, Capital One, calls me to tell me that my card number was compromised and that they closed that number and have issued a new card to me, which I always get within 24-48 hours via Federal Express. Capital One is really on top of fraud. So, no problem. By the time I call Petco to change the number, the same day I get my new Capital One credit card, they almost always say that they have gotten the new information from Capital One. Capital One knows if it's a legitimate subscription service or not, and to save you the time, they often times just allow Petco's delivery service to load the new information onto their system. I can still always dispute any charge, so it's great for me, easy for them and safe for everyone. Well, this is definitely NOT the case this last time. In October Capital One sent me an email to let me know that there was a new card on the way. No worries. I got it Federal Express the next day. But, I also got an email stating that my account for auto-delivery of my dog food was 'Paused' at Petco. So, I thought, oh something must have changed. So, I called them and they took the new number, apologized for their system not doing what it usually does, and everything was fine. Except it wasn't. Four more phone calls later (2 to a supervisor) I have been told that they corrected the problem, but didn't. After all of these calls, I am tired of talked to the Philippines and being told 'everything is okay now Mr. West, you don't have to worry about a thing.' But, I do, I do have to worry, because as soon as I get off the phone with them, with the same promise of a bag of dog food going out immediately and then one every two weeks from that point on, it never happens. I have called Capital One and they have told me that Petco is fine, not blocked and should have the new card information without me even having to call them. I've checked with them every time after I have called Petco. I have tried to removed the card number myself off my online account as well and then inputting it again as a new card. It won't work. I only have one card that I use for internet purchases. And this is it. I honestly do not know what to do. I really like the service but they are not looking deep enough into their system and they has to be some kind of block on that only certain IT people can see or something. I've suggested this to them, but they just say: "So sorry to hear you have been having these problems. But, we have fixed them for you, so you don't have to worry any more!" Good Lord, if this were only true. read more

Went to Petco last night at 8:45. The sign said closing at 9:00. Inside door was locked. Heard someone say we will close in 15 minutes. Myself and 2 other customers standing at locked door. Store in Hattiesburg Ms. read more

I was on Petco's repeat delivery system for my animal supplies when I started to get billed for items on backorder ( out of stock) I did a call and live chat. OMG what a mess. I was told to get refund on backorder I would have to cancel my repeat orders and start over. Catch I would have to order $49 to get free shipping. I already had free shipping on my repeat orders. I cancelled my repeat orders but was still charged for item they say is not on order! Petco says they cancelled item but still took out money from my PayPal. Not supposed to happen till item is shipped! So no Item and Petco took my money. Filed complaint with PayPal. Petco Has worst customer service. Love prices but customer service is 3 ring circus!!!!!!! read more