Petco
Reviews and Complaints

To whom it may concern,
I recently adopted 2 kittens from a shelter and the day i went to pick them up from the shelter, i stopped by and bought a couple of items at your Van Nuys location Petco store #1503, I had a great experience the gentleman at the counter was very friendly and helpful- that day was June 9th. Being overly eager I had bought way more than the kittens needed because i wasn't sure what they would like so i bought two of everything so that they each could have their own if they wanted. A lot of the things i bought never even left the trunk of my car, one of which was a cat bed i bought from your store. I returned to the store today (July 1st 2018) to return a completely new with all the tags & never used pet bed and since i had a good experience last time I also decided to buy cat food and toys as well. When i entered the store the sales associate that greeted me was a young lady with short dyed hair and tattoos- she was extremely nice and helpful, i told her i wanted to return an item but the reciept that i brought with me was partially illegible because some lotion had spilled on it and apparently erased the ink - she said it's not a problem becuase the bar code at the bottom of the reciept was intact and that scanning that is one way they can use to access the information. So i happily went to shop for some wet food and toys, I usually buy higher end brands like Orijen dry cat food and Ziwi Peak dry and wet cat food, but i thought i would try out some of your brands after pickin out a couple of items i headed to the counter to pay and also return the cat bed. It was a different sales person - she was extremely rude and obviously didn't know what she was doing becuase she said that she can't read the reciept so i can't return that item, I told her that her coworker said to scan the bar code, and she said oh ok and scanned the bar code then she informed me she needed her managers approval which was completely understandable. She asked the manager "Daniela" for assistance, the manager approached the counter and after the sales girl explained to her the situation she said she would have to go to the computers in the back in order to check the information- which is completely reasonable. It was what immediately followed that I find appalling:
1) As the manager left the counter with my reciept she turned to the sales associate and told her to "continue checking out the next person in line" Excuse me, I was still standing there! I had a cart full of things that i wanted to purchase, and instead of asking me would i like to be checked out first or would i like to wait for the manager to come back with my returned item i was just told to "please move aside so that i can help the paying customer" How rude! AM I NOT A PAYING CUSTOMER?! But how can I blame the sales girl, she was just following her "managers leadership" . So Instead of subjecting another person to the awkward position of having to pay for their purchases with someone else just standing there with them at the counter, I quickly told the sales girl that i would like to purchase the items in my cart. She scanned everything and put them in a Petco plastic shopping bag for me, the total was a little over $80 which was cheaper than usual (I spend average of $150 a week on my babies)
When the manager got back she said that the record matches and she could process the return the item for me, but as she was walking to the counter she noticed one small pack of wet food that was still in the cart instead of in the plastic shopping bag-which brings me to my next complaint
2) the manager questioned me about that packet i said i'm not sure, it must have fell out of the bag, she said oh let me see your reciept which isn't unreasonable, i showed her my reciept and she said she saw that i had purchased 3 bags of that wet food on my reciept, I thought that that was the end of it,
see picture attached below

this is the item in question:
see picture
but the manager said she needed to check to make sure- she then proceeded to treat me like some common criminal and insisted on counting and itemizing every single thing in my shopping bag to make sure it matched the reciept. I have never been so humiliated IN MY LIFE! that day I had entered petco with a credit card, my cell phone and car keys - that's it. i like to keep my hands free when shopping becuase i tend to buy a lot so it's hard to carrry multiple shopping bags plus your own purse, so i didn't bring any big handbag or recycled shopping bag or any means of hiding merchandise where the manager might be confused in whether or not items were paid for. I had just spent $80 dollars at the store - WHY WOULD I STEAL $1.39 cat food?! This is a pet store not a jewelry store or Chanel where each little thing is expensive and valuable. As you can see from my reciept i brought three bags of the salmon recipe wet cat food (pictures above) SO WHAT IF they missed one?! WAS IT REALLY NECESSARY TO REACH INTO MY SHOPPING BAG AND COUNT EVERYTHING?! Ridiculous!
i myself am a manager, i manage a trendy Chinese restaurant in bel air - serving the rich and affluent clientele in bel air and beverly hills. if i treated my customers the way I was treated at your store i would be out of business in a month! I understand that the clients you serve at your Van Nuys location aren't as entitled and difficult to deal with so your "Manager" doesn't need to be as refined- but come on! The only reason that store is still standing is becuase of the "Petco" brand. I always remind my employees that to customers they represent our brand so they have to always be mindful of what they say and how they are representing themselves in front of the customer. Needless to say I will never return to that store, and if this manager is a correct representation of your brand then I will also never shop at Petco and I will warn others to stay away as well.

The grooming manager at Middletown yelled at me when I talked to the store manager when I with an issue. She yelled saying she was the grooming manager and if we had an issue to come to her. Although we were with her initially and talked to the store manager after speaking with her and she left us even more confused. Additionally we came 10 min before our dog was ready and waited in the reception area. She comes out with our dog and yells that she would've called once our dog was ready. We were just standing there we didn't bother anyone and there were others there as well but her attitude was very unprofessional and rude.

Brought my Chihuahua in for bath, nails, ears, teeth to be done.
Hes short haired, needs no brushing, or grooming besides a bath.

He came home with a razor mark on the right side of his head, between his eyebrow and ear...it was rough and area about size of half dollar. Talked to ast mgr angelo, and groomer, daisy, neither seemed concerned or to care, and denied anything happened. Angelo refused to give me any assistance such as corporate email or number.

Tried to get corporate number and address from mgr britt later on. Not only was she rude, but she hung up on me.

Petco Grooming, store #1104
1415 E. Warner Rd.
Gilbert, AZ 85296

My pet, Princess was scheduled for an appointment today, June 20, 2018 at 8:00.
It was 8:15 and there was no one at the store, until 8:20. I spoke with a young girl the was just arrving. so she asked which I believe. was her manager (light blue work shirt). The manager asked me if I had an appointment and asked me with what groomer. I did have an appointment and the groomer's name is "Alexis". The manager frown and said, ", Oh, Alexis, and said I will give her a call. I had to wait outside, it's hot and the manager didnt call her immediately. So I left.
This is my pet's second appointment at Petco. She used to go to Petsmart, but Petco was closer to my new home.
It's too bad how an employee's attitude can reflect against the store. The manager was nonchalant, had that didn't seem to care attitude. Anyway, I feel the store is filthy- entrance glass door s seems like they haven't been cleaned for months. Petsmart is very clean, friendly staff, helpful, etc. I will drive farther to get excellent service for my pet from Petsmart.
Thank you
Yvonne

I went into the store for two products puppy treats and puppy vitamins both of which I have been buying for months now at Petco. My dog does not eat puppy food because we have an older dog so I've been consistent with his vitamins and we are running out. I was checking out and the clerk asked if I had everything and I said no I needed the vitamins and they didn't have them and I said I don't even know where there any locations nearby that I could find the vitamins and she was more concerned with pushing me out the door then trying to help me find another location that would be nearby that might actually have the product in stock

After my puppy is old enough not to need the vitamins then I will stop shopping at Petco because of the level of rudness that I received.

Also I was going to use Petco for puppy training classes but now I am definitely taking my money somewhere else.

I went into the petco in Westlake shopping center a few weeks ago and the line was very long and the nice young lady with a nose piercing called for help and there was a lady just sitting next to the cats in her phone didn't budge to help . The checker was moving as fast as she could she was great . Just seeing that lady just sit on her phone while there was a line full of people just wasnt right with me

My daughter is the assistant manager at the store in Springfield, Illinois . I called my daughter off for work for a serious problem we continue to struggle to save her kidney. This morning she awoke with issues surrounding her kidney diagnosis. I spoke to an associate with the name Cassidy. I explained the situation and ask her to relay the message to the store manager by the name of Anna. Cassidy was very non-understanding and seem very agitated at my call and explanation of why my daughter Kiera would not and could not come to work. I asked her why she was so abrupt on the phone and her response was very snotty I got to go! I hope this girl does not treat the customers with the same disrespect that she showed to me. My daughter will probably not be happy that I wrote this but as a mother who prays daily that my daughters kidney is not lost I felt I was in the right.

My name is Chris Herbert. I frequent this Clifton new jersey petco and spend a lot there. I went today and they were busy in fish so I waited. I asked how much the irredescent sharks were because I did not see a tag. The manager said 2.99 so I said "wow that's great" so me and the other woman who worked there walked up front. The fish rang up 4.99 but the women said "give it to him for 2.99 I was there and heard the price he was told". She said "don't worry" but the cashier needed an override so they called another manager named Candido who gave me a nasty look and said "wait" and walked away with the fish. I explained that I was there for an hour already and have to go. The cashier was nice and said "I have no idea why he will not just give you the fish, it is two dollars", He came back and said the fish is 4.99. I said "well two of your employees said it was 2.99 and you made me wait". I am 50 years old and I actually knew a few people on the line but right in front of them Candido rudely said "too bad, the fish is 4.99 do you want it or not". I had no clue why he hated me (and I understand now the fish is 4.99 and that they told me the wrong price) but I said "I will go to another store from now on, I spend thousands here, are you going to lose me over two dollars when it was your mistake not mine?" and he smiled and said "absolutely". I got mad and demanded his name and the complaint number. I called from my car and the woman (angie) was very nice. They needed names and store number so I had to go back in the store. At that point the first manager who quoted me the wrong price said "you were not here for an hour that is not true and you can not yell in my store" I was not yelling, I was on the phone with Petco and the entire time I was on tape. Angie said she did not think I was yelling and I seemed very reasonable. She said she would be upset to. I admit I was upset. Anyway the store called the police and I left when the Clifton cops showed up. I am waiting for a call back from a woman named Kathy who I am told will get back to me in 48 hours.

I placed an order on May 6, 2018. The item is a 25 pound bag of bird food. Order number is [protected]. The item was listed on the website as "in stock" and ships within 24 hours. The order states that they will email when the order ships. Allowing for the fact that the order was placed on Sunday, I waited until Wednesday to call and report to a representative that I have not received shipping information or confirmation that the order has been sent. The representative confirmed that the order was received and that it is on its way and will be received by Friday May 11. I received a complaint number 8964687 as a result of this first call.

On Friday May 11 at 8 pm I had not received the order and called again. The representative then told me that this is order is fulfilled by a third party vendor and will not be received until Thursday May 17. I asked to speak to a manager only to be told that she can't locate one. She took my information and said a manager would call me. Why is this now expected to be received almost a week following the first person telling me when the package should arrive? I asked to cancel the order and was told that it's been shipped and I should just refuse the delivery. This is not the type of customer service I would expect.

On Sunday May 13 I did receive a message from Petco, but there was no name and no extension to get back to the person that left the message. It upsets me that it took 2 days for someone to get back to me. I did call back following the message and asked to speak to a manager. I was told by the representative that he would handle the issue. He refunded the $5.99 shipping, but would not let me speak to a manager. Since the shipping was supposedly free for items over $49, this was certainly a surprise.

I am very displeased that the website doesn't mention anything about a third party, and claims the product is in stock and that it should ship in 24 hours. I never received shipping or any other information that I should have. The customer service representatives would not let me speak to a manager and everyone kept giving misleading information. Why does a package take so long to be shipped - even if coming from California to Maryland, I have received packages by ground transportation in 5 days.

I would like a full credit as I had to obtain the bird food from another source due to the unexpected delays and lack of accurate information.

Attached is a copy of the confirmation email and following that the email with the inquiry number:
Petco
DOG CAT FISH SALE

thank you for placing your pet's order. We'll send you an email when your order ships.

details
Order Number:
[protected]

Pals Rewards Number:
[protected] Shipping Address:
Martin Schwartzberg
2704 Baublitz Rd
Reisterstown, MD 21136
your pet's order
Standard Delivery

Product Roudybush Daily Maintenance, Medium Pellets, 25 lb.
SKU: 2576636
Qty: 1.00
$55.11

Your Petco Inquiry # 8964687
C
[protected]@petco.com
Reply|
Wed 5/9, 9:25 AM
You
Dear Martin,

Recently you contacted our call center, and we're hoping to get your feedback about the interaction with our agent. Please click here to take a very brief survey to tell us how we did in exceeding your expectations and providing a great call experience. Your insights will be used to help recognize or coach the agent.

Your survey pass-code is 8964687.

Thanks,

Your friends at Petco

I purchased a sick guinea pig from petco which turned out to need surgery. After calling customer service they assured me they will have a meeting by the regional manager on how to take better care of their small pets. I went back 2 months later...again ...a sick guinea pig in the cage waiting to be sold! I have pictures of the guinea pig... I called customer service and emailed them the pictures...no one will call me back! how horrible! the poor guinea pig. How are they allowed to sell animals?

According to my receipt, miss heather t., was apparently my cashier today, cinco de mayo, at 6:25pm and, i could tell, she'd rather be anywhere but there, ringing me up. She was abrupt, terse, and just seemed generally put-upon, that i was forcing her to do something, besides leaning on the counter. I am of diminutive stature and, although, she could see, i was having trouble seeing over displays and such, AND was carrying 2 heavy bags, but she still refused to direct me and actually waited for me to ask, on which side i needed to go, in order to be rung up! I can tolerate her stupid, blue, green or purple hair, or whatever ridiculous color it was, if she could at least yave offered me a bag, or a bit of help out to the car, or SOMETHING!

I have a pretty severe case of carpal tunnel syndrome, and though i'm normally quite independent and can pretty much get done what needs doing on my own, if she's not even gonna offer me a bag, to make things just a bit easier, a little personal help would've been nice. So, I'm in the parking lot, futzing with these heavy, awkward bags, dropping my car keys, i mean, if she could just act like she cares at all about any other humans, besides herself, that might give your customers a glimmer of hope for humanity.

Plus, i didn't realize what i had bought was going to cost as much as it did, so, when i questioned the total, thinking perhaps a mistake had been made, by the apathetic, misanthropic, little, goth brat, she basically just stared at me. She could have helped me out, by just taking a few extra seconds to go over why the math was correct. normally, i try to mentally calculate the total, before i even get to tue register... I guess my brain glitched out for a second, i figured it out, but, she was just kind of a snotty, entitled, little punk, the entire time, and clearly knows nothing of customer service, and lacks any sense of basic compassion for other humans.

I took my dog to the grooming with her breed she doesn't need a cut she was only gets a bath and her teeth cleaned and as well her nails cut. I've been taking her there since 2012 and knows it takes anywhere from 1 1/2 -2 yrs Max she when I dropped her off they confirmed that as 2 hrs passed I called and spoke to a lady Kelly who told me she be another hour totaling 3 hours that's unexceptable I said and she became nasty and told me I could pick up my dog but she'll still be damp and I'd get a grooming free of charge. So When I got to the store she completely embarresed me in front of management I've never been so humiliated and embarresed in my entire life my own mother never spoke to me like this. She told me I was dog was sweet but I was nasty and told me to never come back the said part is that management never said anything. How to you treat a loyal consumer like this she even continued tormenting me at the front end of the store until I left... writing this is even portraying what exactly happened. If she can speek to me with such aggression I can only image how she treats the animals. I don't deserve to be spoken to like this

To whom it May Concern;

I am writing to inform you about an incident that took place in your Rehoboth Beach PetSmart location on Friday April 27 at approximately 11:30 am.

We, the day before had taken our Pomeranian in for grooming at your Millsboro, Delaware location we gave specific instructions to trim the dog and when we returned he had been shaved. We were very upset.We have never had the happen in all the times he was groomed and would never request it but we smiled and said nothing because you can't reverse it. And the groomer was very nice and we didn't want to hurt her feelings. Next time we will bring a picture of what we expect. Have never had to do that before.

What our dog is supposed to look like:

What he looks like after your groomer shaved him: (pics won't post here)

We had to purchase a smaller harness to accommodate the shaving and asked the groomer to help us choose the right fit because we didn't want him to get loose. She assured us he was well fitted in the size she recommended but he wasn't as he was out of it several times that night no matter how much we tightened it and we spent the evening chasing him through the campground!
The following day we brought the ill fitting harness back to the Rehoboth store as it was closer and asked the cashier if we could exchange it after explaining the reason and she said sure with a smile! So we went and tried a few harnesses and found a good fit and went back to the register at which time the same cashier had an indifferent expression on her face and stated very coldly that she would not take back the harness because it was dirty. I explained to her that we had relied on the expertise of the groomer and it was the only harness we had for the night so he had to wear it. She said "too bad nothing I can do about it. I am not taking it back." I politely asked to speak to the manager. She called the manager. And for a few seconds we all stood there waiting for the manager to come up. Suddenly the cashier says " we are not taking it back. And if you don't like it you don't have to shop here. We don't need or want your business. I can simply refuse to serve you and ask you to leave. I won't be disrespected this way and I don't have to put up with your crap" My fiancé said to her "What? You can not disrespect us like that. We are done talking to you we will wait for the manager." The cashier said "I don't like your wife's attitude.You can just leave then because I don't take [censored] from anybody! My fiancé said "Who do you think you are?" Finally the manager arrived and the cashier stepped away from the register and called the police! Customers were everywhere and gathered around the scene asking if we were ok. They all expressed that they were horrified that a customer would be treated this way. The manager repeatedly apologized and gladly exchanged the harness and rang our other purchases. She said she would deal with her after we left. She walked us to the door at our request and the cashier followed us outside and wrote done our tag! And stood about 5 ft from our vehicle. We waited for the police to arrive. We explained the incident to the Trooper and she took our information and told us we were free to go. She then went in to speak to the manager and cashier. We were not permitted to get the names of the manager and the cashier as the officer didn't want us to go back in until they were able to speak with them. However I am sure the manager can identify her. The cashier was about 5'7 with long dark brown hair, slightly overweight and wearing a blue vest. The manager was a middle aged woman blonde and about 5'6.

This was a horrible two day experience and we are very upset. We would appreciate a response on what will be done about this.

Sincerely,

James Avella and Michelle Stafford

I took my 3 dogs in to have a nail trim. Dogs nails were not cut short enough and all different lengths.
Groomer not paying attentions and my dog fell off the table, hanging by the neck!
Other groomer was trimming a long haired dog. Holding the ear and roughly ripping the brush into the tangles!
I contacted corporate and they took down the info and said they would forward it to store manager.
I will NEVER return to such an uncaring business!

I took my Shih Tzu to the Elmwood grooming center to get groomed and he has been groomed before just not here. I explained that he never had been groomed before, but in fact my dog had been groomed before. When I picked him up he was terrified like he was hit or something, he had big patches on his legs down to his skin, the groomer stated that's how his hair was growing but no. He almost skinned my dog. Then almost cut his eye to close with the scissors. Horrible experience.

I was at a petco location in signal hill on spring st lon Beach ca. I seen the sale signs it says 1$ per gallon. I didn't see that it stopped to 29 gallons. Well I looked down at the 75 gal there were 1 dollar per gallon signs inside. One of the employees told me oh corporate told us to put those in the tank to make people think it's 1$ per gallon. These words came out of his mouth. Why would you want your customer to think that. I was excited for the tank. So no one else thinks the 75 gallon is 1$ per gallon I took the signs out. I don't want to get anyone in trouble. I was highly disappointed in that. This happened before I seen a 55 gallon on sale I bought it. But there was a sign up on sale I took it to the register. The guy tells me a different price, then I told him that's not what it says on the wall I showed him he sold it to me for the sale price. Apparently someone forgot to take that down the sale was over. It's ok I found a 75 gal on offer up for 80$. I repeat I don't want to get anyone fired or trouble I just hope this doesn't happen to anyone else. This is how customers get upset luckily I'm a calm level headed guy that understands no one's perfect.

On April 5 I came in the Petco center on Donnell Dr in Forestville Md. I needed help because I found a little cute dog outside and was bout to get hit by a car. I acted quickly and saw that it was Petco center down the street. I walked in and approach a young men tall, dark skinned, heavy set, and bald to ask if they can help me in any way with the dog. He reply very rudely and told me to Google lol so I annoyed the nastiness and proceed to "Google" Animal Control. While I was on the phone with Animal Control I was told the young man put the dog outside in a shopping cart! I was sooo mad because i would never think for someone to work with an Animal company would be sooo nasty toward an animal and put him outside! I don't know if this how you guys train your employees but i will never step foot in a petco ever! The young lady from the grooming shop had to go outside and get the dog and put him on a leash for me because clearly i didnt have one it wasn't my dog. It was very sad to see someone treat customers and ANIMALS they that guy did. The employees didnt want to give me his name so i describe him for you guys and give you the date April 5 2018 at 10ish am.

Just had the worst customer service in the grooming department at petco in lompoc. Took my dogs to get thier nails trimmed and immediately walking in the women working the desk made a complaint to me about servicing my animals before I had even had the opportunity to say that we had an appointment. After asking for my name and who they were servicing she claimed that only one of my animals had an appointment despite being told that they couldn't make two appointments in one time slot but they would both be taken care of. Once that issue was solved she then told us that she could not service my animals if they were aggressive, which I told her they weren't and it wouldn't be an issue. One of the gentlemen working there approached one of my dogs forced the leash and he jumped back when he tugged on his neck and she said that he was aggressive and showed his teeth and she wouldn't service him. I responded of course because I watched the entire situation and my sweet boy who has never once been "aggressive" in his life DID NOT show his teeth. He was nervous because some random person threw a leash around him and tried to drag him to the back before even introducing himself to my animal. She then tried to deny service to my other animal who did nothing wrong. When the manager comes in to try and resolve the situation the women continued to argue with me while he's speaking to me, tried to deny my other dog who was in the back already service again before she was asked to walk away. She then said my other dog was to nervous and wouldn't take care of her either. From the moment we walked in the door she clearly didn't want to be helping my animals and had a poor attitude when speaking to us. I already wasn't sure about taking my babies there because I had heard it wasn't great but for some crazy reason I decided to give them a shot. Here are some complaints about the women Nicole I dealt with today from people in our area who've tried to use your services

I have purchased several hamsters from Petco. We had a hamster that we found some kind of growth on and it was within the 30 days. At this time my daughter has already became attached to him.. They make me return him and tell me they will keep me posted about what's going on. Every time I call he still hasn't been seen yet... Well come about 2 weeks after he was returned I call and they said a vet has seen him finally but they have to wait for approval to do the surgery on him because it's over $100.00... Come a month later they are still waiting on approval and it's supposedly not life threatening so they are taking their time...in the mean time I have a heart broken daughter constantly asking me if he is okay and is ready to come home yet.. I even said hey if it's not life threatening please just let us get him back but never got a call back. Although I would of course rather him be treated just in case. This is ridiculous to be making a customer and animal wait this long and absolutely unacceptable.. Even your store employees seem upset at the disregard for this animal. We want our hamster taken care of and back home! This should be animal abuse! Attached is a pic that a wonderful employee text to me to show my daughter he is still doing okay (well this was a month ago).. Woman felt bad and wanted to help... Too bad corporate can't do their job!

The bearded dragons had poop all in their water, not the right food, and the babies and adults should not be in the same habitat. There was a roach crawling across the store floor
And the turtles had no water. And the little water they did have it was all muddy and they had no food.
The bearded dragons did not have the correct lights, and if they are in the same tank as the adults the adults will kill them.