PETCO Customer Service Issues

While shopping, an employee approached me to offer help. I had a bag with items from another store, including dog food. As I searched for my money, I noticed the employee following me. At the checkout, she scanned not only my new items but also those in the bag. I corrected her, but she ignored me. When I asked for her name, she refused to answer, claiming she had no name tag. Finally, I requested to speak to a manager, Darren, who was unhelpful and rude. He identified the employee as "tere" but was dismissive of my concerns about her behavior.

Last month, I purchased Hill's Science Diet Adult Sensitive Stomach & Skin Large Breed Chicken Recipe Dry Dog Food in a 30 lbs. bag at Petco, taking advantage of their special offer of $15.00 off with the purchase of Science Hills diet food. Upon calling Petco's helpline on January 6th to inquire about receiving the discount for an online purchase, I was informed by a staff member that the coupon or gift card would be sent via email. Opting for in-store pick-up, I asked an employee if the coupon/gift card would be given to me at the store or sent by email, and was told it would be sent electronically. After not receiving the coupon by January 28th, I contacted Petco's help line again. I provided my details and was assured that the gift card/coupon would be sent to me via email. However, as of now, I have yet to receive the $15.00 gift card/coupon. Your assistance in resolving this matter would be greatly appreciated. Thank you for your attention to this issue. Kind regards, Leigh Ann Stone.

Good morning, on February 28, [redacted], I visited the Petco located at (HRCHTS WHS #[redacted]) [redacted] New York Ave NE in Washington DC [redacted]. Brittany, the new dog trainer, was very disrespectful. I went to buy turtle eye drops, and when I went to pay, she scanned my items, informed me of the total, took my money, and threw my change at me. I felt disrespected. I politely suggested she place the money on the counter if she did not want to hand it to me, but she just stared at me. She did not apologize, and she claimed there was no manager when I requested one. I live close to the store, find it convenient for my family, and am a regular customer. I will not return to that store or any other Petco branches due to this incident. I cannot recommend that location with Brittany working there.

This is the second time I've had a disappointing experience with Petco orders. I placed an order for next-day delivery, but four days later, the item still hasn't arrived. As a loyal Pals Rewards customer, the service I received was unprofessional. The representatives, who are not based in the United States, were hard to understand and condescending. I was even laughed at and hung up on during a call. This behavior does not reflect well on your company. Despite being a regular customer, I'm considering taking my business elsewhere. The lack of customer service and the impact on my pet's health due to missing supplements is unacceptable. I demand to speak to a supervisor or I will cancel my membership. This level of service is disgraceful.

My experience at Petco was disappointing. Upon entering, I was not greeted by the two girls at the registers. While shopping, I asked for assistance regarding specific items, but they were unable to help. When I finished shopping, it took a while to find an employee to check me out. Finally, a man came, but he didn't acknowledge the wait or greet me. He quickly bagged my items and gave me my total. When I got home, I found that the stain remover I purchased was cracked and spilled over the dog bone. I tried calling the store to address the issue but got no response. This was my first visit to Petco, and unfortunately, it will also be my last.

I received my order of Acana chicken with bone broth canned dog food containing 12 cans in a case, purchased online. Unfortunately, 3 of the cans arrived severely dented again. It's essential to pack items securely for shipping to avoid damage. While the Acana beef variety in this order was well-wrapped and undamaged due to being fully wrapped in plastic, the chicken flavor cans were loose in the box with only air pockets around them, leading to dents. It's crucial not to use dented cans as they can compromise the contents' safety. I'm grateful that Petco's customer service promptly issued a refund for the damaged cans. For anyone facing a similar issue, you can contact Petco's customer service via email at [redacted] with your order details for a swift resolution.

We recently purchased two fish to clean our tank housing our eight-year-old goldfish. Unfortunately, our goldfish started developing white spots and eroding fins. Seeking help at Petco, after sharing our concerns, we were advised on medication for the infection. Subsequently, upon questioning about the consequences of our fish dying, we were simply instructed to retain the receipt. Regrettably, the recently acquired fish passed away a week later, followed by the loss of our eight-year-old goldfish today (5/10/[redacted]) and two more fish on 5/13/[redacted]. Despite our distressing situation, when discussing the issue with a customer representative, we were met with skepticism regarding the source of the fish. We are frequent users of our rewards card at Petco, and our contact information is on file. It is disappointing that no proactive measures were taken to notify customers who purchased the infected batch, considering the lack of quarantine procedures in place.

I wanted to get a fish for my 5-year-old to teach her responsibility. After spending an hour and a half with an unhelpful employee in the fish department, I ended up purchasing a male betta fish, a tank, a heater, a filter, rocks, a plant, and two types of food, all for under $[redacted]. I set everything up as instructed, but now I've realized the betta fish needs water conditioner to survive, something that was never mentioned to me. Despite my efforts, the fish is suffering in tap water without conditioner, and it's distressing to witness its decline. The lack of information provided by the store staff has put the fish's life at risk, and I feel upset and helpless in this situation. Simply buying a new fish and conditioner won't make up for the loss of this living creature. I value all life and seeing this fish in distress is truly heartbreaking.

I visited Petco today, and on (6-18-[redacted]) I went to purchase a parakeet. While selecting a parakeet, a self-proclaimed store manager intervened, implying I couldn't introduce the new parakeet to my current ones. When I mentioned my experience as a breeder and member of the Budgerigar Society of America, the store manager became agitated, threatened not to sell me the bird, and warned of blacklisting me. This behavior was unprofessional, and the store manager's conduct was unacceptable. I urge Petco to address this issue with the individual involved. I will be leaving negative reviews for the Lompoc, California store and informing others on social media to beware of disrespectful behavior from Petco employees.

Dear Community, Today, during my visit to Petco in Killingly, CT, I encountered a concerning situation regarding the assistant manager. While attempting to purchase two glo-fish for my daughter's tank, the assistant manager challenged my tank size, insisting I couldn't accommodate more fish. Despite following the guidelines on the glo-fish kit I purchased, which allowed for up to 10 fish in my tank, he adamantly refused to sell us the two fish we wanted. This led to a long and uncomfortable argument, during which he questioned our ability to care for the fish and made sarcastic remarks. Despite our persistence, he initially insisted on giving us smaller fish than we requested. Eventually, he relented but maintained a disrespectful attitude throughout the transaction. I believe that Petco should address this conduct, as no customer should be treated in such a manner. I expect a resolution in the form of compensation for the unpleasant experience. If this issue is not appropriately resolved, I will reconsider shopping at Petco in the future.

Yesterday, I visited store [redacted] in Arizona and encountered two issues. Firstly, I believe I was overcharged as I went in for puppy shots but was also billed for a full visit. Secondly, I had a 20% off coupon from Vetco, but the appointment was canceled as the store claimed no affiliation with Vetco. I can be reached via email or phone at [redacted] or [redacted] I am seeking reimbursement for these errors and am greatly disappointed with the poor customer service. This is my second attempt to address this matter; I kindly request a prompt resolution.

I visited Petco Unleashed at [redacted] Callowhill Street in Philadelphia, PA, to have my dog groomed. He was fine during his first visit. However, on Sept 16, [redacted], I took him back, and once home, I noticed dried blood spots and irritations on his stomach and private area which weren't there before. He seemed defensive and aggressive post-grooming. He started licking excessively, and his penis became swollen and red. I had to seek veterinary care, incurring out-of-pocket expenses. I would appreciate if this matter is investigated as the staff didn't acknowledge the injuries on my dog.

I recently visited Petco on Lakewood Blvd. to groom my pet. Unfortunately, I had to wait for 5 hours to retrieve my pet, and when I finally got him back, his grooming was not up to par. Feeling disappointed, I returned to inquire about the situation. As I was discussing this at the front desk, the groomer came out in an unprofessional manner to address me. I simply wanted to understand what went wrong with the grooming and why it didn't meet my expectations. The groomer's defensive and confrontational attitude was unnecessary. While I acknowledge the challenges of their job, approaching customers with emotional reactions is not professional. I wanted to share my experience to ensure this doesn't happen to other customers. I understand that grooming difficult pets can be challenging, and if that's the case, a courtesy call to the owners explaining the situation would be more appropriate than making them wait and receiving subpar results upon pick-up.

I had a distressing experience with the store manager at my location regarding an adopted female guinea pig. After noticing she was lethargic and not eating, I decided to return her within the allowed 30 days. The manager's behavior was unacceptable as she questioned me rudely and made me feel incompetent. Her inquiries left me feeling accused of mistreatment. The store is located at [redacted] Firestone Blvd, Downey, CA [redacted], and the manager I interacted with was named "Devie" or "Devi" without a visible name tag, which I found unprofessional given the circumstances.

We regularly bring our dog for grooming at the Petco in Sandusky, Ohio, a routine we've maintained for months. Today, during check-in, Morgan inquired about our dog's health status. Our dog has a longstanding heart murmur, which we have always disclosed, as it's been stable for years. However, Morgan mentioned that Petco does not groom dogs with heart murmurs above a certain level, though we are unaware of our dog's specific category. This situation is concerning to us. Our dog is a senior at 12 years old and has received regular grooming care without any issues related to his health condition throughout all these years. It seems unreasonable for Petco to have such a blanket policy, especially without considering individual cases or requesting owners to sign a health waiver for their dogs.

In January, I received a new bank card and updated my pet insurance auto-payment. Despite adding my new card, I only received an email in March to update my payment information. I revisited my account, added the card again, confirmed it was in my wallet, but somehow it was not accepted. Consequently, my pet insurance was canceled, and I'm unable to reinstate it. The app has caused me multiple issues, with this being the worst timing as I recently experienced a house fire and had to stay in a motel with my pets. When I contacted customer service, I was on hold for over an hour and then transferred and disconnected. Although I have accurately added my card with sufficient funds, they cannot provide a reason for the issue. I added a second card before the cancellation, but it faced the same problem. Both cards have no issues elsewhere, and I hope to have my pet insurance reinstated promptly, as I have been a loyal customer without missing any payments for a long time.

I had a grooming appointment at the Branson, Missouri Petco this morning at 10, but due to an emergency, I couldn't make it. I tried calling to explain but couldn't reach anyone. After contacting corporate, I was able to speak to a gentleman who attempted to connect me with the groomer. However, after waiting for a while, I was disappointed that my call was not answered. I felt frustrated by the lack of communication and customer service. I'm unsure if this is a store-specific issue or a Petco policy overall, but this experience was disheartening for me. I value the service I used to receive at the store but will consider alternatives due to this incident.

I recently took my dog for grooming at a place that advertised full bath, grooming, hair cut, and nail services. However, upon picking up my dog, I found him soaking wet with his hair not cut. The staff also complained about his barking during drop off and pick up, mentioning that the facility was not suitable for a dog his size. Due to this disappointing experience, I am requesting a full refund for the services provided.

Could you kindly address the cleanliness issues at the Medford OR store? It is in a poor state with urine stains and trash scattered around. Food packages are left piled up on pallets in the aisles, posing a tripping hazard. Despite my initial refusal, I ended up with a rewards program that the associate pushed me to get. Yet, the store rarely has the product in stock due to low quantities ordered. The messiness forces me to constantly remove paper and food debris from my puppy's mouth. This situation is unacceptable and needs immediate attention.

I ordered Tylosin for my cat from PetCo, but it required vet approval, which I anticipated. The representative who contacted my vet seemed inexperienced and could not provide information about the medication. My vet was taken aback when the rep answered he "sold drugs" when asked what he was. This lacked professionalism. The vet eventually approved the medication, but it turned out to be the wrong type. I purchased "Tylosin Tartrate" meant for chickens and pigs, spending $60. Unfortunately, PetCo's return policy does not allow me to return the product.