Petco
Reviews and Complaints

I was checking out the iguanas at my local petco. Only one out of the three were okay. There were mites crawling on them it was disgusting! The one that looked the worst was emaciated, so disheartening. I myself have an iguana and have read up my fair share of care of these beautiful animals. I was told that they were fine an hour ago, this is NOT an hour ago situation, this is a problem that can be realitivly solved easily with a medicated bath and hevy cleaning of the enclosure. The fact that these animals are for sale and are kept in these conditions is horrible.

The date 10/4/18 I bought a puppy training class in the great barrington Massachusetts store that day the trainer offered me a deal to get the adult training class, I was leaving the country for 4 months after the puppy class then they told me in the store that I could pay for and take the class when I get back, now I have over a month trying to contact the manager to be transfer to the Pittsfield store because is closer to my new house and he don't want to even give me an store credit, last time I talk to him over 2 weeks ago he said he have to talk to the trainer to see if they can let me take the class there (I don't want to I move and that store is to far for me, Pittsfield is closer to me now), my husband went to the store to talk to the manager and he wasn't able to see him an They told him the manager will call and this Friday will be 2 weeks and we still waiting.
The manager John every time I talked to him was rude and not professional he said he will call and is over a month and we still not reach to him.
It is almost impossible to me to go take the class there due the distance to my new house and now they don't want even let me take the class there then why when I pay for the class they told me I could take it any time after i get to the country after my 4 months vacations, they lie to me and now the manager is being very rude. I feel like petco lie to my just to take my money and now don't want to respond. I am not asking for the money back I just want to be transferred to the store closer to my new house or an store credit to buy the class in the other store.
It is very disappointing that a company we trust and like is treating us like this, John the manager is very rude not respectful that is not a normal experience for us from petco.
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My two dogs were groomed at the petco brookfield, ct location on 6/7/2019. They are west highlander terriers. The person Kelly who usually does the dogs was the groomer. Now before I left we agreed short but the face to just be trimmed for the Westie look. She has groomed them before and shame on me because its a hit or miss with het. Petco is just convenient but i shpuld have took them somewhere else. The female looks like a Scottish terrier and the male dog was butchered by scissors. The worst i have ever seen! Very disappointed and its not the first time from this store. Once she gave my male dog what appeared to be a Bob style! Not kidding. Again shame on me i should have gone somewhete else

I got my digs nails trimmed at the Petco store off 287 in Mansfield Texas. Everyone there is friendly and professional, however while my dogs nails were being trimmed the cashier rung me up and asked if I would like to tip the groomer. I thought it was rude for her to ask in the first place...but to ask before the job was complete was just as bad. I recommend you all putting up a sign stating tips are allowed or something like that ...but out right asking is just plain rude

I took my golden retriever/chow mix for grooming. I explained with explicit directions what it was that I wanted to be done. That was to trim him up like the prior grooming before. The groomer even asked me to point to the hair length that I wanted in which I complied. Needless to say, when my husband picked him up, he was completed shaved down to his skin. Unsafe for this type of dog and he was traumatized. Shaking and laying in our bed since. He paid because he thought maybe by some rare turn of events requested this. I went back with photos and asked to speak to the manager Samm. She was condescending, unapologetic and insisted that I must have asked for this. She finally refunded my money, but not before throwing me a major attitude. Fortunately for us, another Pet Chain is now in my area. I'm done servicing this store. This is unacceptable.
Please see photos.

I ordered prescription med for my dog 3 weeks ago. My vet never received a prescription request via fax, and they don't call in to place a prescription. I am trying to contact petco the 3rd time in 3 days, and each hold was over 40 minutes! There isn't even a way to file a complaint again them on their website! Their customer service is horrible! I will never order prescription drugs from them again!

I ordered prescription dog food. Hills metobolic weight management chicken flavor, 17 lbs. The dog food requires a prescription or it will not be sent. My order was on hold for a week until the prescription was sent. I received a non-prescription "merrick" mini melody variety pack for small dogs food and a package of yogart treats? I was a doctor's foster customer for over 15 years, they were so wonderful, customer friendly, available immediately and I never had issues. I am extremely disturbed a prescription was taken and there is no quality control of a perscription item being shipped. I was on hold for over 2 hours with still no one to pick up the phone. I had to do a live chat, which also took 20 mins on live chat "hold", what a screwed up company and I will push this very alarming concern to the media. This is a perscription! How could a non-prescription, totally unrelated items be shipped to me? I also got no reassurance a new item could be expedited and shipped. And my dog is out of her prescription dog food!

Pet stores should not be selling live animals especially when they aren't even giving them proper care. The housing for the green conures in particular is extremely depressing. A single green conure is housed by itself with one toy and no other stimulation... one of the conures had ripped out its tail feathers which is typically from them being stressed. They're also typically very social creatures and pretty intelligent. It's sad a pet store is selling these animals and obviously has no care for their well being other than that they're healthy enough to be sold for $450. Which is another thing, $450 covers the bird... they dont even sell proper bird cages in store which is another few hundred... in their cage is a single toy and [censored]ty bird food. They aren't teaching people to properly take care of them which would lead to less sales so why not just zero out some [censored]ing toys in the store and use that as a selling point when someone eventually does want to buy one and maybe your birds wouldn't be so stressed they're ripping out their feathers. Or hey! Maybe actually care about pets and don't sell any, hook up with a rescue that is looking for people to adopt. What a [censored]ty store.

I take my 10 month old puppy to Petco in Closter, NJ for training and store-bought food. I would be considered a friendly and good customer with reward points. I received an email ad which promised $40 off orders of $100 or more for in store or online products in huge type with NO ASTERISK for "Exclusions Apply." I clicked the ad link on 12/2/18, as anyone would, which opened to the whole store. I loaded my cart with over $100 in products, put in the promo code and was told I was "Not Qualified, " with no mention of Exclusions as the cause. When I called the Corporate Complaint Department, I found out about these said Exclusions. When you click on the Exclusions link, they have an extensive list of the only things you can possibly buy on sale for their $40 off potential. You need to be a lawyer to get through it all, apparently, and they set you up for an impulse buy with their ad. The Petco complaint manager said the type was there and didn't budge on her callous "legal" stance when I requested an override on their false advertising and to simply give me the $40 off on the $100+ in products I had intended to order. I included a screen shot of the ad on this complaint. The list of products offered in the Exclusion link has nothing to do with clicking on the $40 off ad itself and opening to the whole store, so I'm also including that link here: https://www.petco.com/shop/en/petcostore/s/petco-coupons-promos?cm_mmc=PETCO-PROMOTIONS-_-PTC_P_DTR_EM-PTC-PROMO_FW44_20181202_Promo_Last_Chance_20_off_60_or_40_off_100_ZH20_All-_-OMNI-SALESDRIVE-_-20181202_Last_Chance_20_off_60_or_40_off_100_ZH20_All&kxconfid=tbc1h9h8v&kxcampaignid=PTC_P_DTR_EM-PTC-PROMO_FW44_20181202_Promo_Last_Chance_20_off_60_or_40_off_100_ZH20_All&kxadvertiserid=zetahub&bt_ee=sRgiJBsvsxcitTPFyWw0mMPIZCWV%2BiLrhpFSZ1llNMkrAxjxMzEb6jjgbTtiYTCi41fxKeM3wLH0fS3tEuD5kw%3D%3D&bt_ts=1543765418527
I think the government should take charge of "small type" without an asterisk or the consumer could give their life away to any large corporate structure who adds small type for any creepy thing they want. I told the complaint manager she lost an online customer but she apparently didn't care. My advice to other customers is to click on their Exclusion link, first, because that's the only stuff they want to sell to you. They should advertise in large type "Select from Our Extensive Exclusions and Save, then get $40 off on a $100+ Purchase!" My only resolution and restoration to Petco online would be for them to honor their ad and give me the $40 off on a $100 purchase that they had promised me without an asterisk.

I placed an order for NexGard and HeartGuard from their website on November 23rd and they were going to get my vet's approval in order to ship these two medications. I supplied my vet's name and contact information as requested on the Petco website. The total charge with taxes is $113.62 which is currently "pending" in my bank account. On November 28th, I received a call from my vet's office stating they had written the prescriptions for my dog's Petco order but they do not fax them so I had to pick them up. I picked up the prescriptions for the NexGard and HeartGuard from my vet and went directly to the local Petco store thinking I had to pick up the meds from them. Once at the store, the associate, Kyle promptly told me they do not have those medications on hand and proceeded to call the company for me to see what I could do. He was going to fax the prescriptions for me from the store, but Petco would not accept that. He was so apologetic and offered to compensate my time with some free dog treats for my dog. So today, November 30th, I contacted Petco directly and after nearly 45 minutes with someone who did not speak English very well and placed me on hold over 4 times to go to his "resources" could not cancel my order. I then asked to speak to a Manager and was given Terry in Premier Services. She basically told me the same thing and said they could not cancel my order and that it would take up to 14 days before my order would cancel itself after not getting any approval from my vet. In the meantime, I have a $113.62 charge pending in my bank account and now I have to go purchase these meds (more money out of my account) from my vet anyway and spend more money I don't really have to get my pet his meds in time for his scheduled doses. I cannot believe they couldn't cancel my order upon my request and it took over 45 minutes and two customer service people to basically do nothing for me. Very disappointed.

I provided 3 prescriptions for my dogs food - hills science diet - and i kept getting the run around because it had my husbands name on the prescription ALONG WITH MINE - but he was not on the order. Your company CLEARLY doesn't care at all about getting the actual product to your client when the sufficient documentation is provided - they nitpick and make it extremely difficult instead. I had to go to my vet 3 times to provide the ridiculous documentation that is NOT needed to confirm whether or not my pet is actually in need of this prescription food. Your requests are absolutely ridiculous and create a runaround that will cause me to NEVER order from you again.

I have just literally walked out of the store and in disbelief. Regardless that my spouse is an employee, we came in as paying customers. I found a cat bed that was originally $19.99 and had an orange clearance sticker for $4.00. The manager came out and took a look at it, walked off pissed off, mumbling smart remarks asking my spouse "where did you get this from" and why would I discount something for $20 to $4, then he didn't even address me who was making the purchase and just continued mumbling something about this is why management should be the only ones discounting. First of all that is a passive aggressive accusation that we had somehow added a clearance tag. Second I am a customer and work in the customer service industry, there is no way that was in any shape or form good customer service. He just continued to walk around the store mumbling, I stood there for 10mins and not once did he come and address me or tell me there was going to be a resolution. On top of all that the one cashier was standing there BUSY and he was expecting her to do the register, I witnessed her calling other associates 4 times over the PA, not one came out to help, the manager came out but not he did not address the fact that the other associates were nowhere to be found. If this wasnt the only local pet store I would NOT return here. Your managers need a retraining on customer service, dont tell me that it's a stressful position because as I mentioned previously I am a manager that is in the customer service and hospitality industry so I KNOW the importance of good management and customer service. I ended up walking out of the store without resolution because he just continued to walk around the store in a huff and mumbling to himself and making passive aggressive smart remarks to my spouse who is an employee. I will reiterate that I was making the purchase NOT my spouse, but even then, hes off duty and we were PAYING CUSTOMERS. This behavior totally unacceptable ESPECIALLY from a Store manager!

As I was checking out with my items, I had told the cashier that I also needed 30 crickets. It seems they have changed the procedure for purchasing crickets. In the past, the crickets were located by the reptile supplies. Now they are located at the front of the store, in which the cashiers now have to package the crickets for the customers. The cashier rang up my items, along with the cricket purchase. The cashier then turns around to the other register and begins to check out other customers. She then turns to me and said she would get my crickets in a moment. As I continue to wait, she continues to check out other customers. At this point I am becoming frustrated because she has waited on 6 other customers and I am still standing there. I asked her if there was some type of procedure and that I felt it was unfair that I have not been waited on. She mumbled that I was being ridiculous and that she had called for help from other employees but they did not respond. She AGAIN turns around and waits on 3 more customers before another employee comes up to the registers to get the crickets. This employee stated that she was busy in the back room and couldn't make it up to front any sooner. She then gets the crickets and hands them to me without putting them in a bag. By this time, I am exetremy frustrated because the 2 girls continue to roll their eyes at me during this whole incident. I work in retail and understand that at times you have to bite your tongue but continue to be nice. I feel I was treated unfairly. I couldn't help but notice that they were not the only employees at the store at this time. Couldn't other employees been alerted that a customer needs assistance? I don't feel that I should have stood there for over 15 minutes waiting while over 10+ customers completed their purchases and left. I make a weekly stop at Petco for a variety of 9 pets that I have. I am disappointed in the service I received and very surprised that neither employee had said "sorry" for the long wait. In the future I will purchase my items elsewhere and hope to be treated differently.

went into the store today and purchased over 100.00 worth of products. As I was leaving, the dog trainer yelled out at me rudely in front of his students. He and I had a falling out as I trained him but chose to be blatantly rude. He also tells customers that buy invisible fences, choker collars and prong collars, that they are abusing their dogs. He has also gone against Petco policy by training outside of the store. He isn't even a good trainer as I never taught him to be rude to customers. He may have cost Petco all of my business and I spend easily 200.00 a month theirs. He should be terminated immediately.

I work at a Petco in PA. I understand that many reptiles have particular dietary needs, and need live crickets, mealworms, etc. But I absolutely DO NOT understand why live rats and mice should be sold as food for snakes. I dated a herpatologist many years ago and he always bought frozen, thawed animals for his snakes. Even his larger snakes got whole chickens - feathers and all - that were frozen and thawed, because it was safer for the animals. I recommend this article for amateur snake owners...

https://www.wideopenpets.com/the-dangers-of-feeding-live-prey-to-snakes/

I hope Petco changes its policy regarding this issue. And as a former rat owner it breaks my heart that they suffer a frightening, tortuous death.

Thank you

I was in the nampa, id petco earlier today, and there was a baby bearded dragon with severe mbd, possible loose substrate impaction because of the sand in their tank. Loose substrate can be deadly to bearded dragons because of the impaction risk. I almost bought him out of mercy to try and prevent the mbd from getting worse. Everything they had in their food dish was found on several lists I found from vet clinics, to plain informational website of what not to feed. The severity of the mbd was the baby could not walk but flop like a fish out of water to get around. Something. Needs to be done. This is not ok.