UPDATE - 8/26/26: CORPORATE CUSTOMER RELATIONS / FORMAL COMPLAINT
I have now followed up on Petco's response directing me to contact Customer Service. Unfortunately, that response was extremely unhelpful because it did not actually provide a resolution to the issue. I was essentially given general information about contacting Customer Service rather than being offered any assistance in resolving the problem by the store.
As instructed, I have already called the Customer Service number provided to me and made a formal complaint. I also submitted a specific request for a resolution regarding the damaged aquarium and the way this matter was handled by the Taunton store.
At this point, I am awaiting a response to that formal complaint and will update this review again once I receive one.
I want to be clear that simply directing a customer to another department should not be presented as a resolution. I had already attempted to resolve this directly with the Taunton store and was unable to get any reasonable accommodation. Being told to contact Customer Service without the store itself making any effort to resolve the issue did not meaningfully address my concern.
I will reserve further judgment until I receive a response to the formal complaint and see whether Petco ultimately provides a fair resolution
UPDATE - 8/24/26: ESCALATED TO PETCO CORPORATE CUSTOMER RELATIONS
Since I was unable to reach a reasonable resolution with the Taunton store, I have formally escalated this matter to Petco Corporate Customer Relations. I have provided them with the details of what occurred and am awaiting their response. I will update this review again once I hear back from corporate.
ORIGINAL REVIEW:
I'm very disappointed with how the Taunton Petco handled a straightforward issue with a damaged product.
I purchased a 20-gallon-long aquarium from this location and received a tank with a significant scratch down the side. I called the store and initially spoke with an associate named Kobe, who brought the issue to the manager, Kim, and then transferred me to her directly.
I made it clear that I was willing to keep the damaged aquarium. I was not asking for a free tank or even a replacement. I simply requested a reasonable partial refund or price adjustment to account for the fact that I received a damaged product.
Instead, I was told that my only option was to physically return the aquarium. For me, that means carrying a large glass 20-gallon tank back to my vehicle, driving approximately 30 minutes each way to Taunton, and bringing the tank back into the store--all to correct an issue with a product that was damaged when I received it.
What I found most frustrating was being told that they could not provide a partial refund because they are "not technically allowed to sell damaged products." That response is difficult to understand considering that I was already sold a damaged product. If a product is not in acceptable condition to be sold as new, the customer should not be expected to pay the full new-product price simply because they are willing to save themselves the significant inconvenience of returning it.
I understand that stores have policies, but simply repeating a policy does not resolve the underlying customer-service issue. There should have been an effort to escalate the situation or find a reasonable solution rather than placing the entire burden of correcting the problem on the customer.
My request was simple and reasonable: acknowledge that the aquarium was damaged and provide an appropriate price adjustment. Instead, I was given an all-or-nothing choice--accept a damaged tank at full price or spend an hour making a round trip while transporting a large glass aquarium back to the store.
That is not the level of customer service I expect from Petco. I hope management reviews how this was handled and provides a fair resolution. read more
