PETCO Customer Service Issues

I made a purchase on 3/8/19 and returned it in-store on 3/13/19. During the return, I used my debit card and inserted the chip as requested. Although I received a receipt, the $10.62 refund has not yet reflected in my account. After contacting the store on 3/21, I was advised to call the next day when the manager who could assist me would be available on 3/22. Upon further inquiry, the store suggested my bank might be causing a delay in processing the refund. I contacted my bank, and they confirmed no hold was placed on the transaction. Subsequently, I reached out to the store, and they provided me with a corporate contact. Corporate informed me that I would receive a response within 24/48 business hours on 3/22. Despite my efforts to follow up by calling corporate, I have experienced long hold times, including a 13-minute wait. I am seeking assistance to expedite the return of my $10.62 refund. Your prompt attention to this matter would be greatly appreciated. Thank you.

I visited the Petco store at [redacted] W Colfax Ave in Golden, CO today. I completed my purchase at 2:39 pm with Jeff as my cashier. Jeff was polite and quick. I noticed another cashier helping a lady with a line of 4 at the next register, but the lady at that register was rude and unfriendly towards a customer. The customer accidentally bumped into the Petco employee, and the situation escalated unnecessarily. The Petco employee, wearing a grey shirt with "Dog evaluator" or "Dog trainer" written on it, reacted in an unfriendly manner, complaining about the pain from being bumped and blaming the bad weather. Although she greeted me when I entered, I was taken aback by the incident and feel hesitant to return to this Petco store, especially with my dog. I just wanted to share this feedback as I believe the store management should be aware of such interactions.

I recently visited the store on Havana in Aurora, Colorado, and I am deeply upset by the treatment of the two cats there. They were confined in incredibly small containers, which was heart-wrenching to see. When I inquired if the cats ever got out of the containers to walk around, the response I received was that they usually get sold quickly. It's distressing that the cats are kept in such limited spaces. I suggested to the staff to perhaps visit the Dumb Friends League nearby to see how they care for animals. My friend who was with me shared the same sentiment, and even when I mentioned it to another friend over the phone, they expressed sadness too. As a dog lover who has always had dogs, witnessing the cats in those conditions was truly heartbreaking, especially seeing one of them looking so dejected. It is indeed a terrible environment for them to be living in.

I have been attempting to make a purchase on your website after receiving a coupon from Dr. Fosters and Smith. However, whenever I try to use the coupon, it says it's invalid. Also, the free shipping is not being applied during checkout. I have contacted customer service multiple times and have been on hold for more than 30 minutes each time. This situation is frustrating, and it's making me consider taking my business elsewhere. I carefully checked the coupon exclusions and ensured I met the requirements for its use. Given that I spend a substantial amount on my pets, I wanted to try your company with the $30 discount on a $[redacted] purchase (my total exceeds $[redacted]). If this is the standard customer service experience, I may consider shopping at Chewy or Amazon instead. I'm disappointed that the offer is not being honored after being presented with it.

Today around one o'clock, I visited the Cumming, GA location at [redacted] Market Place Blvd. I have been a loyal customer of your stores for years and have always enjoyed your products. However, my recent experience at this store was disappointing. Despite being told I didn't need an appointment for dog nail trimming, upon arrival, I was informed they weren't accepting walk-ins for the day, even though I was the only customer in the grooming salon. The staff member was rude and kept me waiting for over ten minutes to update my rabies information before revealing they were not taking walk-ins. I called later to speak with a manager, but was informed she was at lunch and left my contact information. It's now 8 pm, and I have yet to receive a call back.

I've been attempting to make a purchase all day. I have a valid $30 Petco gift card and intended to pay the remaining balance with PayPal. However, after clicking "place order," I encounter an error message at the top of the screen stating, "The following error occurred during processing: "{0}." I've tried clearing my browser and cache multiple times today and have attempted the purchase using both Chrome and Edge browsers. I would appreciate any suggestions as I am eager to receive these items.

I visited my local Petco with the intention of buying a ferret. The Petco website led me to believe that all ferrets sold there were neutered and descented, but to my surprise, none of the ferrets were descented and were priced at $[redacted]. When I pointed out the discrepancy, the staff simply stated that they were not descented. This misrepresentation left me feeling frustrated. I was prepared to make a purchase, but not at that price and certainly not without the scent glands removed as advertised. It's disappointing that the information on the website did not align with the actual products in the store. I left feeling upset and believe that the situation could have been handled better.

This evening I made a purchase through Instacart with you. Among the items, I ordered a $70 dog bed for my pet. I expected a product designed for dogs to be durable since they tend to bite and scratch their beds. However, I am incredibly disappointed with the quality of the bed. It has already developed two small holes that easily unravel with a gentle touch. The overall quality of the product is extremely low, and I regret buying it. If my complaint is not addressed satisfactorily, I will not hesitate to leave a truthful yet stern review on all platforms associated with "Petco." I hope that your customer service team exceeds the standards set by your products.

I believe Petco's decision to remove certain affordable pet food options from their shelves is a mistake. Many pet owners cannot afford expensive brands but still care deeply for their animals. It's essential to offer a variety of options to cater to all customers' needs and budgets. Furthermore, the constant shift in recommendations on pet diets can be confusing. Instead of following trends, it's crucial to prioritize what is best for each individual pet's health, even if it means choosing a less popular brand. By limiting affordable choices, Petco risks alienating a significant portion of their customer base and driving them to competitors like PetSmart. As a frequent donor to the Baltimore Humane Society Food Bank, I rely on Petco for pet food purchases using certificates. It would be beneficial for Petco to reconsider their inventory changes to continue serving a diverse range of customers. Thank you for your attention to this matter.

I recently tried to order waxworms using my Petco rewards. I selected the rewards for application, but it didn't reflect on the final amount. After reaching out to Petco through chat, I was informed that the rewards deduction would be visible after the order was processed. The next day, I discovered that the order had been shipped, and I was charged the full price. To make matters worse, I realized I could have placed the same order at a 30% discount using my rewards before they expired. After spending 1.5 hours explaining the situation online, I was only offered a $5 refund. Despite being initially advised to accept the delivery, which was a non-returnable item, I later found out that it wasn't possible. When I called Petco customer service, I was told I couldn't receive a refund, and it seemed the calls were outsourced to India. It's frustrating that they preferred to lose the entire order cost plus shipping ($40.00) rather than refund me $13.55. This situation is disheartening.

I scheduled a grooming appointment for my pet Bailey a month ago to coincide with a vet visit. Despite arriving early for the 9:30 appointment, the salon was empty. They had to contact the groomer just to find out she wouldn't be in, citing being too busy. I was shocked she didn't inform her manager or customers. The staff suggested rescheduling for another day, leaving me frustrated and scrambling to rearrange my plans. The lack of professionalism and consideration for others was disappointing. The location of this incident was Petco on Baseline and Power, where Bailey was supposed to see Jessica for grooming at 9:30.

Hello, I recently purchased my first box of your 5 lb Timothy hay, and I was delighted with the quality - it was green, soft, fresh, and my piggies loved it. However, I recently received two more boxes that were not up to the same standard. The hay was brown, hard, and not fragrant, with an inconvenient length, making my pets unhappy. I would like two new boxes of the same high-quality hay I received initially, with the proper length and freshness. Additionally, the bottom portion of the current boxes is full of hay shake, which is disappointing. I hope your company can resolve this issue by sending me two new boxes of nice, green, soft, and fragrant hay like the first order. I look forward to your response on how you will rectify this situation. Thank you. Sincerely, E.K.

About a week ago, I bought two cans of Blue Buffalo Healthy Gourmet Indoor Wet Canned Cat Food. When I opened one can to feed my cat, I found the top layer covered in mold. Despite the [redacted] expiration date, the contents were moldy and green. Surprisingly, the second can I opened was fine. I usually purchase this brand from various stores like Target, Petco, and PetSmart, and I've never encountered this issue before. This incident has left me disappointed as I've been feeding my cat this food for three years without any problems. Seeing mold in the can makes me worried that the food may be harmful, and I may have to reconsider continuing to feed my cat Blue Buffalo in the future.

I visited your store #[redacted] today with my niece and two dogs looking for Sentry Flea & Tick Shampoo. While checking out, my niece wanted a price check, but the cashier seemed impatient. When I inquired about price matching with Amazon, the cashier had a poor attitude, stating rudely you don't match prices. I mentioned your website claiming otherwise, to which she responded condescendingly. In customer service, respect is vital, regardless of a cashier's mood. Despite potential theft or rudeness, customers deserve decency. Due to the cashier's disrespectful behavior, I am no longer a customer. I hope for a response and accountability for the cashier's actions. Customers expect better treatment when spending their money. The issue could have been resolved by a polite response or involving a manager if she didn't want to assist me.

I purchased female betta fish from my local PetCo for a sorority tank, based on a recommendation from a helpful associate. I got 3 females, including a koi betta that showed signs of aggression. Although I believed it was a mislabeled male, the store insisted it was female. Unfortunately, the koi betta attacked and injured my elephant ear female overnight, leaving me with no option but to euthanize her. I have been a loyal PetCo customer for nearly 11 years and typically value the store's advice and service. However, the repeated mislabeling of betta fish is concerning and needs to be addressed for the well-being of the animals and future customers. I hope you can investigate and improve this situation. -Sam

Last week, I bought a harness for my puppy at the Portsmouth NH store from the clearance bin. When I tried to exchange it for a larger size, I was informed of the return policies for clearance items. Despite not being told about this at the time of purchase, the cashier only offered me one dollar for the $14.99 harness. This experience was disappointing, and as someone who works in sales, I believe customers should be treated better, especially by a large company like Petco. Moving forward, I will be exploring other options for pet supplies since this interaction has made me reconsider being a Petco customer.

I bought a bag of dog food marked at $17.99, but I was charged $70.99 at the register. I checked the label and bag for discrepancies, both showed $17.99. I felt $40 would be reasonable, but $70 is not. As an elderly lady on a fixed income, returning to the store is challenging for me. The situation made me feel rushed and confused during checkout. I didn't bring it up then due to the other items I was purchasing. Being a loyal Petco customer with a long history, this experience has upset me, and I doubt I will shop there again.

Good Afternoon, I recently purchased a saltwater coral beauty angelfish from your store, which turned out to be a disastrous decision. Within 12 hours of being placed in my quarantine tank alongside a purple tang, the angelfish fell ill and passed away. The following day, my purple tang, previously healthy after months in quarantine, also showed signs of illness from the velvet disease introduced by the angelfish. This situation not only resulted in the loss of my $[redacted] purple tang but also put other aquarium inhabitants at risk due to your negligent fish care practices. Your refusal to medicate sick fish and proper quarantine protocol is appalling. The lack of concern for animal welfare and customer satisfaction in your stores is unacceptable, ultimately leading to financial losses and emotional distress for customers like myself. It is disappointing to see a company associated with Live Aquaria operate in such a manner, disregarding the well-being of the animals they are supposed to care for. I urge you to rectify these issues for the sake of your customers and the animals in your care. Sincerely, Debbie Bybee

I am requesting PETCO to revise the care sheets for their small pets. There are numerous inaccuracies in the care guide. While reading the gerbil care sheet, I noticed it states they only require 1-2" of bedding when they actually need at least 4" to fulfill their burrowing needs. It also suggests a dust bath, but gerbils should have a sand bath because dust baths can lead to respiratory issues due to the fine particles. The care guide overlooks the importance of owning multiple gerbils as they are social animals and can become depressed if alone. Please update the care guide to provide correct information to customers.

I encountered an issue with the coupon policy at your Miramar, Florida location. I attempted to use coupons from coupon.com for the new Ceasar Crafted dog food at PETCO but was informed that only PETCO's own website-issued coupons are accepted, not those from coupon.com. Despite being able to use manufacturer and Sunday newspaper coupons in the past, I was surprised by this restriction. When I asked to speak with the store manager, I was told they were unavailable. As a pet owner, I appreciate trying new foods for my furry companion and saving money with coupons. If there has been a change in the coupon policy, I may need to consider shopping elsewhere. It would be helpful to clarify this policy with the store staff to ensure consistency.