Petco
Reviews and Complaints

Store Manager

Petco West Orange

West Orange, NJ

Dear Store Manager,

I am writing to express my concern regarding the lack of customer service in the fish and reptile aisle at your Petco store in West Orange. As a regular customer, I have noticed that there is rarely any staff available to assist with questions or provide support in this section of the store.

On a recent visit, I approached a Caucasian, short, dark-haired woman who was working with a customer. I politely asked her if there was anyone available to help me in the reptile and fish aisle. Instead of assisting me or providing a polite response, she looked at me, rolled her eyes, and continued writing on a piece of paper. I later learned from Kayla, another employee, that this woman is a vet tech. While I understand that her primary responsibilities may not include assisting in the fish and reptile aisle, a courteous response would have been appreciated. She could have simply informed me that she was currently occupied and unable to assist with my request. Kayla, then suggest that vet tech is not there to help customers with not appointment with a dog or cat. Sharee holders should be aware of these so why quarterly estimates have not been successful. My team and I will make sure we reach shareholders by the 8/21/2024. Will be back to same store next week with paid undercover shopper with cameras and post interactions before revenue report to post on our many followers on social media.

While I understand that cats and dogs are popular pets, it is important to ensure that customers with reptiles and fish also receive adequate attention and service. The current focus on cats and dogs appears to overshadow the needs of customers who come to your store for other types of pets.

I urge you to consider improving the availability of staff in the fish and reptile aisle and to ensure that all employees provide courteous and respectful service. This will not only enhance customer satisfaction but also promote fairness and better marketing across all pet categories.

Thank you for your attention to this matter. I hope to see positive changes during my future visits to your store.

Sincerely,

QASEMII LLC...STOCK MEDIA/INVESTORS

The lady that takes care of the fish should not be working with animals. First off she was being a very rude to everyone, then I told her I was a first time fish buyer and was asking questions about the fish and she said the ones I was getting wasn't gonna be a problem together. She lied to me and then on top of it I asked what gender I was getting so they wouldn't fight and she told me the wrong gender. When I got a chance to look it up they where all males, and when I went there all the tanks looked like they were not getting taken care of properly with dead fish everywhere, almost every tank had a dead fish in it.

And one of my fish has already died because all the fighting, and it's been like 3-4 days

Hello, I’m writing to file a formal complaint regarding my Petco credit card account.

I paid off the full balance on the account and submitted a request for it to be closed. Despite this, the account remained open—and now I am being charged a late fee on a paid-off balance, along with ongoing billing notices.

I have made no purchases since the payoff. This is an error that has created both financial confusion and frustration. I am requesting:

Immediate reversal of the “late fee” and any follow-up charges

Full closure of the account

Written confirmation that this will not affect my credit report

Please escalate this matter to someone with the authority to resolve it. I expect a prompt and written response.

They do not care about their customers at all. I spent over $800 at my local pet co buying fish supplies, and was treated terribly when I went in to purchase some fish.

The guy in the fish department is wrong about almost everything he says and he's horrible to deal with.

When we first walked in he was helping another family and I know he saw us there waiting because we practically got pushed out of the way while he was helping them. The. After he got their fish for them he just left the department and didn't come back. We had to go find him and ask for help.

When we finally got him to come help us I told him that I wanted to buy three fish, three fish that according to the petco freshwater compatibility chart should all be good tank mates. I told him which fish I wanted to buy, which was a gourami, a small catfish and a Molly. Fish guy says, "you can't put those fish together." I know he is wrong because I already had some fish of the same type living together and when I got home I double checked the care sheets that are found on the petco website and they were all listed is ideal tank mates for each other.

So I tell the guy that I already have a tank with those types of fish in living together, and he says what size tank? I tell him that one is 30 gallons but we have three tanks total. So without asking what size the other two tanks are...or what type of fish are in them...or if I have any plans of getting a bigger tank, he says well the catfish (which is only an inch long) will get pretty big so I can't sell you that one, and your tank sounds like it's at max capacity so I'm not going to sell you any fish.

We told him again that we had three tanks and he says to us, again without even asking about what size the other tanks are or what kind of fish are in them "I can't sell fish unless I know they are going to a safe home. We have to look out for their well-being and with the information that you have given me I can't sell you any fish." And he says it while he is standing right in front of the store aquariums that all have dead fish just sitting in them.

Then he tries to say that one of the gourami fish I want is territorial so even though they had 5 of the same fish in a tank that is much smaller than mine, if I were to put a third one in mine it would be a problem.

It didn't matter that I have spent over $800 at petco on plants for the aquarium, water treatments, filters, heaters, substrate aquarium decorations, fish food etc. It didn't matter that this month alone I spent over a hundred dollars on water treatment, which could easily be looked up on the computer because they take your phone number every time you check out, the fish guy decided that the fish would not be safe with me...what a slap in the face.

To add insult to injury when I went home and looked up their care sheet for the gourami, which was the fish that he said couldn't be in a tank with other fish of the same species, and the petco care sheet said that you could put up to three in a small ten gallon tank.

They don't care about their customers. They don't care how much money you've spent with them trying to take the best care of your pets that you can, if fish guy doesn't like you he will declare you unfit to take care of fish, despite the fact that he has dead fish floating in every tank that they have.

When I got home I got on the petco website and talked to someone through the live chat, I was told that the manager would contact me sometime today..it's 938pm, she never called me.

I am a long time customer of Petco and I have been spending money at this store for years. I recently moved and had to drive 40 minutes to this location in order to get fish for my 4 year old daughter. The new manager came over to scoop fish for some other people, and then proceeded to tell me that she was not going to scoop mine because they were closing. Mind you I was waiting there for 25 minutes for somebody to help me, and figured we would be able to receive our fish after she scooped for the other people. She said this to my child and I at 7:38PM, and their store does not close until 8. Also, besides the people that she was scooping for we were the ONLY other people in the store. We only needed two fish scooped which would have taken les than five minutes. She then ignored me when I asked why she can't do one more. My four year old daughter was crying hysterically as this rude manager would not acknowledge us, nonetheless get our fish for us. I then proceeded to speak to the cashier about this, whose name was Katie. She told me she was very sorry and that she was unable to go against the new manager's orders unless she wanted to risk her job. She then told me that she has had a few complaints/issues with her, and encouraged me to call corporate and report her (which I will be doing). Later that night I wrote a post about this on Facebook. Shortly after I had another worker from that location who was recently transferred reach out to me via Facebook messenger. This worker's name is Brea Fyfe. She provided me with this new manager's name (Nicole Pedreti) and told me how terrible she is at her job and that she is not at all a good leader. Brea also encouraged me to call corporate, and told me that she will be using my experience to present to their regional manager in order to get NICOLE PEDRETTI fired. She was extremely rude and dismissive not only to myself, but to my four year old daughter as well. I drove 40 minutes from my home solely to go to Petco and get fish, and ultimately left with nothing due to a new manager's power trip and selfishness. I have spent close to thousands of dollars with you guys in the past. However I don't feel comfortable giving this corporation any more money unless they let go of this terrible employee. I have never been so blatantly disrespected by a person whose job it is to assist me in my entire life. Please make this right Petco, or you are going to lose a loyal long time customer, and also a few fed up employees as well.

We submitted an online order (like we typically do ahead of a winter storm). Reference Order # [protected]. I received an email confirmation, yet nothing else until ~17 hours later - this was a cancellation due to all items being "out of stock". I was completely shocked. This made no sense, as I used the in stock feature from my local store when I submitted the order. This order was for cat food, two bags of differing dog food, and wet dog food pack. My husband went to the store mid-day, and they had no idea of the order... He then spent ~45 minutes or longer on a call to customer support. No explanation could be given for the inappropriate cancelation. In addition, our money would not be refunded for 3-5 business days... & worst off, they would not/could not re-create the order or reinitiate the order on their end. Again, we are out of food at this point. Another storm is approaching. We are left with nothing but a HUGE hassle and waste of precious time. We asked for a supervisor. The agent said maybe one would contact us in 24-48 hours. Again, absolutely poor customer service. Petco is the only food store in town. We now have to PAY AGAIN / PAY DOUBLE at this point for our products with no guarantee that it will be ready today before the next store. Of note, our PETCO had very limited hours yesterday given the storm / inclement weather. I cannot stress enough how disappointed and frustrated we are as loyal PETCO customers. This experience has taught me that I/we cannot rely on PETCO for our pets' needs. Please advise and offer some sort of compensation for the inconvenience and undue stress this has caused us.

O.k. I will provide as much information as possible. I’ve been shopping with Petco for many years. 15+ years… Please? Look up my name? Paul Paplawskas. Phone # [protected]. Phone number before that was [protected]. Let’s start it off! My rewards account has been absolutely the worst experience I’ve ever had. . I will explain why I feel this way. I’ve tried in store and out store asking what’s going on with my account. Whenever I looked it up? Said I had 4 account. Called the number that your employees in store gave which was. [protected]. Her/He Noah was Vary helpful at your location on 95th st. in Oaklawn Illinois. Please? Look up my account? Also, your customer service? I also have screen shots on how long I waited on the phone waiting for a supervisor three months in a now. After so long I was hung up on. Matter a fact. Today, after waiting on the phone after speaking to That number after 35 mins on hold. I drove up to the 95th location and spoke to Noah and I can’t remember the managers name? But was again hung up on. The manager then called corporate while I was there. Waited around 30 mins. Was told there was again a computer glitch. And I will receive a 15$ discount. Also there system again was wrong. I need to but just one bag of food to get a free one. Not what the app said. Your manager has a long conversation with this employee. Me also told them he’s been hung up on numerous times and he’s pissed! They said he was on a call back list. Witch never happened! I’m not looking for anything for free! I’m not looking for anyone to feel sorry for me. I’m looking for a free [censored]. I’m not even looking for All the hrs of time your company wasted of mine. Again, please look into my situation. I can give you back statement on witch what I have bought and never got my rewards. Also I can give you screenshots on the time that I’ve waited on the phone and was hung up on and treated poorly.

Again, I don’t want anything from Petco that your company don’t give everyone.

Also, if you record calls? The person said there was a computer problem and they would give me a gift card! No!

Thank you for your time.

Paul Paplawskas

[protected].

My dog got the T. rex for Christmas and it said that it was the toughest. My dog destroyed this toy in 10 minutes. I thought Kevlar would have lasted at least a few days before the arm came off. I look at the durability of all his toys before I purchase them and I was hoping this would at least last a few days. I’m looking for either a better toy or a refund

On 12/09/2023 I went online to place an order. Front page of website states "35% off with repeat delivery." It also states " 5% off future orders with hassle-free delivery to your door. "

Each item that shows on items that I wanted states "35% off repeat deliveries." It also then shows what the cost would be as priced and then the price with the first time savings.

I go to check out and I see nothing with a 35% savings on it. I see one item where it says 50% of first repeat of Merrick -$20.00. First of all, $20.00 is not 50%, nor was I expecting 50%. I was expecting and wanted 35% reduction of all of the items that showed that would be reduced by that price. For all that I ordered it should have been a one time reduction of $40.12.

None of your main advertising pages state that it is a $20.00 reduction for the first time. That is a big difference between a $20.00 reduction and a 35% reduction. That is false advertising.

I called customer service to help figure this out and she told me that it is $20.00 maximum. I told her that I was not blaming her and knew that this was not her fault but that I felt as if the corporation was trying to take advantage of their consumer thinking that they (the consumer) just go through with the purchase since they were already at the end. She said there was nothing that she could do. I asked if I could please speak to a manager. She told me that the manager was on other calls but could call me back in an hour. Have you heard from her? It is the next day and I still haven't recieved a call back.

I did more research this morning and found hidden in your exclusions a statement that it is only a $20 maximum discount.

This to me is false advertising. The consumer should not have to search "exclusions apply" to find this out before they order. This is not an exclusion, it is left out by you on purpose, hoping that the consumer will just place their order since they are already at the end.

I really believe that this is false advertising as exclusions are not dollar amounts. Generally they are brands, such as two of the items that I wanted that showed the price and not a word regarding repeat deivery adjustments. You show too much of what the discount would be and not what it is.

After taking my dog for the last five years to Petco grooming, they are now refusing my dog, because she was breathing heavily. The groomer has diagnosed her with some kind of breathing disorder, which she is not a veterinarian instead of just knowing the dog was a little anxious about getting her haircut, this is a ridiculous that they think they have the credentials to become a veterinarian instead of just a dog groomer I would understand if this was the first time I ever took my dog there, but my dog always behaves in this way because she’s nervous about her haircut. This has never been an issue before now. They are refusing to take my dog. This is ridiculous.

I called Petco on Sunday 11/5/2023 and asked about bringing in a dog for a nail trim. I asked for the hours available along with what was required in order to have the nails trimmed. I was told to bring in the dog during the hours and they were open 7 days a week for that service. I asked what I needed as I was watching my daughter's dog and did not have a copy of the vet records. The woman that answered the phone said that as long as the dog had a valid rabies tag that I was good. I stated that the dog had one on the collar but that I did not have the paper certificate. She confirmed that it would be fine. I went into the store on Monday and the grooming department was closed. A woman who worked there told me that grooming was closed. I stated that is odd as I called yesterday, and they told me that they were open 7 days per week. I went back on Wednesday and a young woman in grooming asked me for the vet records. I stated that I was advised that I only needed the valid rabies token on his collar, and he would be ok to have his nails trimmed. I asked to speak to a manager as this is now my second trip and was frustrated. The manager came over and told me that I needed a certificate or vet records. I looked on the dog's collar and said that I could call the vet and have them email me the records. Coincidentally this was the same woman that I spoke to on Monday. I started to call the vets office when the young woman in the grooming department stated that she was not sure if she even wants to cut the dogs nails. Now I am baffled! This is my second trip to the store, misinformed of the hours then misinformed of what is needed for documentation and now she doesn't want to cut the dogs nails? Really? According to the manager she has the right to deny service to anyone of her choice! WOW! Talk about great customer service. Needless to say, I left Petco and won't be back. I called a local vet, had the records emailed to me and had the dogs nailed trimmed at a local vet the same day without incident. SHOP SMALL! (Hannah and Casey at the Petco in Falmouth, MA lost my business for PETCO.) #PETCO #PETCOFALMOUTH