PETCO Customer Service Issues

I am seeking a refund or store credit of $96.56 from Petco. On November 7, [redacted], I ordered a Good2Go Portable Pet Ramp using my American Express credit card for $96.56 after a discount. Unfortunately, my husband was charged again for the same item at the store, along with other items totaling $[redacted].59. We returned the ramp the next day because our dog didn't like it. I have all the necessary documentation, including order details, receipts, and statements. The double charge was due to a mistake by the Petco clerk. I am requesting a refund for the amount initially paid online. I can be contacted via email. Thank you, Christine Hermann.

It's disappointing that the nearest pet supply store has been closed, making it challenging for those in Northern Wisconsin. As a loyal Drsfostersmith customer for 20 years, I value the in-person experience of choosing fish supplies. While liveaquaria is an option, having a local retail store is preferred. I was looking forward to purchasing a 55-gallon tank and fish but now face a long drive to the next available store in Rhinelander. Please consider the rural nature of this area and the need for a physical store for customers like me who prefer hands-on shopping for fish. If the closure moves forward, I will take my business elsewhere, like Chewy, Petsmart, eBay, or Amazon. Maintaining the retail store in Rhinelander is crucial for fish enthusiasts who rely on knowledgeable staff and want to see the fish before purchasing. Your attention to the needs of Drsfostersmith CUSTOMERS who value the local store would be greatly appreciated. It's important to consider the impact on customers, not just employees, in these decisions. Thank you for understanding. - Deborah K.

My daughter adores her six aquariums and depends on the helpful staff at the Drsfostersmith store in Rhinelander, Wisconsin. The store not only provides her with essential advice for maintaining her aquariums, but also stocks healthy fish. Unfortunately, the nearest alternatives, Petco and Petsmart in Wausau, have disappointed us with the quality of their fish in comparison. The closure of the Rhinelander store is distressing for her. The idea of buying fish online is unappealing as it requires purchasing more than necessary and incurs high shipping costs. Having a physical store nearby is crucial for customers like my daughter who prefer seeing the fish and seeking advice in person. We implore the company to consider the impact on local customers and keep the retail store open. It would be a great loss for kids and adults in this area who have or are interested in having aquariums. Please, think about the community you are serving. Thank you. - J.K.

I am disappointed that the store in Rhinelander has closed. My sister depends on it for her aquarium supplies and expert advice. Due to her narcolepsy, I have to drive her to other stores which are hours away. The fish at these stores are poorly treated and lack proper care. The store in Rhinelander was like a breath of fresh air with well-cared-for fish and knowledgeable staff. It's concerning that many employees are now without jobs. Please reconsider and keep the store open, at least for fish supplies, as it was a gem for the community.

Today Evan K. and I took our dogs to Petco. While at the treat bar, an incident occurred where an employee tried to pet Mikko without permission, causing him to snap. Despite not harming the employee, Mikko has been banned from getting groomed at Petco. We feel the situation could have been avoided if the employee had asked before trying to pet him. Mikko has been a loyal customer at Petco for over 6 years and has always been well-received by other employees. We are disheartened by the manager's decision and are considering taking our business elsewhere if the issue is not resolved. Mikko is a friendly American Eskimo, and his usual groomers can vouch for his good behavior.

About six months ago, I made a purchase but had to go on short-term disability shortly after due to surgery in December. Recently, I visited my local Petco to return three unopened products and explained my situation, but they refused the return. I have the receipt and even offered to accept store credit, but they still declined. I would appreciate guidance on who to contact to resolve this issue as it is unfair to deny a return to someone in my situation. I am willing to provide proof if necessary. Please advise on the next steps to take.

I made a purchase around * months ago before going on short-term disability from my job. Following my surgery in December, leaving home became possible for the first time in weeks due to my disability. Despite explaining my situation to the staff at my local Petco, they refused my return request. Even though I offered to accept store credit instead of a refund, they still declined, despite the products being unopened. I am unsure who I should contact to resolve this matter fairly. I am willing to provide proof of my situation and am simply seeking store credit to purchase essential items for my animals.

Dear Concerned Party, I am reaching out to express my dissatisfaction with the experience I consistently encounter at the Petco store situated at [redacted] Broad Street in Newark, NJ – a location I frequent due to its proximity to my college, home, and workplace. Despite the store's pleasant appearance, it consistently lacks adequate stock of pet supplies, specifically items required for my bearded dragon. Over the past six weeks, I have visited weekly only to find the shelves empty of horn worms and super worms, leaving me no option but to settle for crickets, which are often in short supply or only available in small sizes. While I managed to find both large and small crickets on my latest visit, I was unable to purchase the quantity I desired due to two other customers also vying for the limited stock. I appreciate the friendly and accommodating assistance I receive from Fransico during each visit, but the ongoing stock issues are becoming intolerable. As the lack of inventory persists, I may be forced to explore alternative pet stores like Pet Land nearby. I kindly request that this stock concern be addressed promptly to enhance the overall customer experience at the Broad Street Petco location. Warm regards, [initials]

I wanted to share my experience trying to order from Heartland Shelter in Northbrook, IL. I spent hours attempting to complete my purchase online, getting repeatedly dropped and asked to sign in. Each time I logged in, my cart was empty! Your online store issues need to be addressed as this can deter customers. I could have completed my order elsewhere in minutes instead of wasting so much time here. If you review my account under [redacted] for Robin Berenson, you will see how many times I had to log in just to find an empty cart. Many frustrated customers might not bother to inform you, but I wanted to bring this to your attention. -Robin Berenson [redacted]

I had a disappointing experience at the store recently. I inquired about a crate, but the employee's response was unfriendly, and I had to follow him around to get assistance. At checkout, I mentioned my Petco rewards, but was told nothing could be done. When I pointed out a sale item, I was met with skepticism until showing the online ad. The issue continued with my military discount request being denied by multiple employees despite being a regular customer. The overall service was extremely rude, making me consider leaving without my purchase. I hope for a significant credit to my rewards or I will have to rethink my loyalty to Petco, where I spend over $[redacted] weekly for my pets.

I had a disappointing experience at Petco today while shopping with my new puppy. I usually love bringing my dog inside the store, but this time was frustrating. While looking for some products, an employee approached us and criticized our training methods for our 8-month-old puppy. Even though my puppy was wearing a harness that clearly stated "in training," the employee started giving unsolicited advice and touching my dog without permission. Another employee joined in with contradictory opinions. I was taken aback by the unwelcome intrusion and won't be returning with my puppy for training assistance at Petco anytime soon. The encounter made me reconsider shopping there altogether.

I tried to buy an aquarium set on St. Patrick's Day, but couldn't find it online, even with the sales associate's help. The manager said they couldn't apply the promotional discount if it wasn't on the website. How can an item on the shelf not be online? I didn't think it was fair to miss out on the promotions. I've called customer service several times without anyone answering, so I'm reaching out here. It's frustrating to feel ignored and discouraged from shopping at a store where I'm a frequent customer due to poor service.

On March 18th, I placed an order for Heartgard and NexGard. Unfortunately, there was an error in my house number on the confirmation email. After multiple attempts to contact customer service, it was suggested that I place a new order to correct the mistake. I was promised a shipping email within 2-3 business days. Despite using a 20% discount code, an additional 5% was taken from my order. After waiting 8 days without any updates, I called back and requested a supervisor due to several disconnections and long hold times. The supervisor, Terri, informed me about an issue with the NexGard order and could only process one 6-pack due to expiration dates. Despite some discrepancies regarding discounts, the order was eventually placed after numerous call attempts and interactions with different supervisors. The whole experience took over 6 hours and multiple disconnections, leaving me frustrated and unlikely to order from Petco again, preferring Drs. Foster & Smith for their past seamless service.

Recently, I received an email stating that some of my prescriptions were canceled. After a frustrating experience trying to reach someone by phone and being informed that two of my prescriptions were not filled, I am baffled. I had all five prescriptions faxed in together, and only three were processed. The representative suggested obtaining new prescriptions. I am dissatisfied with this response as the error seems to be on PETCO's end. I attempted to contact PETCO in the States but was unsuccessful. The transition from Drs Foster and Smith was supposed to be seamless, but it has been far from it. I urgently need the remaining two prescriptions to be filled, and the lack of efficient phone service is making this situation more challenging. Please address this promptly as it involves crucial medical prescriptions.

I recently purchased aquarium decor from your company due to earning reward points from signing up for a puppy training class. Unfortunately, both shipments I received were broken into many pieces, leaving me quite disappointed as I have never experienced such poor quality control before. I typically order a lot online due to my disability, and it's disheartening to have such a negative experience. I have tried to contact your customer service but have been on hold for over 35 minutes. Could someone please reach out to me at [redacted] to discuss how to resolve this issue directly?

I recently got a puppy and signed up for a puppy training class, which earned me reward points. I decided to place an order, but upon receiving it, the aquarium decor was broken into multiple pieces. After contacting customer service, they sent a replacement. Unfortunately, the second shipment arrived even more damaged, with larger and smaller pieces broken. This experience has been disappointing, as I have never encountered such issues with other online orders from companies like Amazon or Walmart, despite ordering over [redacted] items. Due to my disability, online shopping is convenient, but this situation has been frustrating, especially since I wanted to redo my tank before my cousin's visit. The lengthy wait time on the phone and poor customer service experience have added to the disappointment. I hope to resolve this matter by speaking directly with a representative.

I contacted the store regarding a return and was initially told there would be no issue. However, upon my arrival, I encountered rude cashiers who claimed my receipt had been tampered with, which was not true. Another cashier clarified the situation, stating the receipt was fine, but my item was still not accepted for return. I value Petco as my go-to pet store but was disappointed by the treatment I received. I was simply attempting to make an exchange. I am seeking a resolution for this matter. The store location is [redacted] West Tropical Parkway, Las Vegas, NV. Alex was the helpful employee, while Andrea and Anthony were unhelpful and rude. Additionally, their behavior was discriminatory and disrespectful towards their colleague.

I took my two dogs for grooming at the Marinette WI store on Monday, March 25th at 9 am. I was told it would take 4 hours. When I returned a bit late at 2:15 pm, one of my dogs wasn't finished. One of the groomers mentioned the dog didn't cooperate. I was apologetic and took one dog to the car. I was surprised to find my other dog wasn't close to being done and heard he fell asleep on the grooming table with his legs up. This dog has severe anxiety and is always alert. Strangely, he fell asleep in the car later, which is unusual. I contacted live chat support that night, but the issue wasn't resolved. They missed grooming his back end, hind legs, and feet. They offered a 25% discount, but it seemed standard for everyone. I waited a total of 6 hours. Despite their efforts, I won't return to Petco for grooming due to the groomers' negligence. I'm not seeking a refund but want to bring this situation to light to prevent it from happening to others.

Hello, I am Kimberly Wilkinson. My fiancé and I adopted a ball Python hatchling named Thumbelina from your Turnersville, New Jersey location on February 8th. We noticed her severe neglect and blindness caused by improper care at your store. Despite our efforts to nurse her back to health, she developed mites and worms, likely from your store. Despite treatment, Thumbelina's health deteriorated rapidly, leading to her passing away. I hold your store responsible for her unnecessary suffering and would like a refund for the snake and medical expenses. This won't ease the pain, but it would assist with potential future vet bills for my other ball python, Cornelius. Thank you for your attention, Kimberly Wilkinson.

Subject: Concern Regarding Recent Experience at Petco Store #[redacted] To Whom It May Concern at Petco Corporate, I recently visited store #[redacted] to pick up my order and came across a promotional table offering a new brand of food for cats and dogs, which I found interesting as a pet owner. However, my experience was marred by the unfriendliness of the cashier. Despite my inquiries about the new food, I was met with a lack of cooperation. Additionally, when I later tried to retrieve a card I had filled out for the food, the cashier claimed she had disposed of it, displaying a dismissive attitude. This encounter left me feeling disappointed as a loyal Petco customer and animal rescuer. The behavior of the store's new manager, Joanne Casillas Figueroa, was not in line with the usual excellent service I have come to expect from Petco employees. I hope that future interactions at your store will be more positive and that all customers are treated with respect and empathy. Thank you for your attention to this matter. Sincerely, C.C.