PETCO Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about PETCO customer service, archive #2. It includes a selection of 20 issue(s) reported September 23, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I visited the Petco at Eldorado Parkway and the Tollway in Frisco to purchase around 20 bags of dog and cat food. Despite needing several bags, the store only had small carts available, which could hold just a few bags at most. The staff explained that larger carts had been removed company-wide during an update by corporate. Frustrated, I went to Petsmart across the street where they had larger baskets and flat carts available. Not only that, Petsmart had better prices and encouraged bulk purchases. Needless to say, I will now be a loyal Petsmart customer going forward. It appears that the corporate office at Petco may be out of touch with the needs of their customers and the practicalities of their stores.
Reported by GetHuman1188166 on Sunday, September 23, 2018 7:22 PM
As a loyal customer of the repeat delivery service, I have encountered an ongoing issue with my recent Blue Buffalo dental bones orders. Despite my consistent orders for the regular size bones, I have received mini size bones instead. After contacting customer service, a replacement order was placed, but unfortunately, the issue persisted with the second delivery. I have emphasized the importance of receiving the correct size bones for my 50 lb dogs, rather than the mini size intended for smaller pets up to 15 lbs. Although the invoice and account information are accurate, the product received does not match. I have been assured by a representative that the SKU for the correct product has been verified, and I am hopeful that future orders will contain the correct Blue Buffalo Regular size Dental bones with the specific dark blue packaging.
Reported by GetHuman1254015 on Wednesday, October 3, 2018 4:38 PM
My name is Nicholas Vasquez. About 4-5 weeks ago, I visited Petco with my dad after setting up my new 55-gallon fish tank. I purchased 6 fish - a cherry barb, pleco, two dwarf Gourami, two gold Gourami, and a molly. Later, I added 2 blue Gourami. Unfortunately, my cherry barb developed 'ick' disease. I contacted the store since I had receipts and explained the issue. The manager mentioned they couldn't confirm the disease. Despite my efforts, they offered no help or compensation for the affected fish. I feel disappointed and have started treating my tank. I seek assistance as I've lost several fish due to this situation. I would appreciate store credit for the deceased fish and for the 'ick' treatment purchased from another store. Despite having my water tested initially at Petco with no issues identified, I am perplexed by this experience. My location is the Avondale, Arizona Petco. Thank you, Nicholas Vasquez.
Reported by GetHuman-hopeisyo on Wednesday, October 31, 2018 10:18 AM
Dear Petco Customer Service, I'm writing to express my dissatisfaction with a recent encounter at your Keene, NH store. I had driven over 45 minutes from my school to purchase fish for my 10-gallon tank. Unfortunately, the associate I dealt with was rude and dismissive. She accused me of lying about having a tank set up and insisted that I wasn't capable of caring for fish. This treatment was disrespectful and unacceptable. As a long-time customer, I was extremely disappointed by this experience. I hope that you can address this issue and consider offering some form of compensation for the poor customer service received.
Reported by GetHuman1534467 on Saturday, November 10, 2018 7:13 AM
I visited my local Petco in Canandaigua, NY this morning with my father and was shocked by the condition of the animals for sale. The Ferret cage was filthy, with one Ferret having an eye issue, a sickly bird was alone in a cage, the crested geckos were improperly housed with hair in their food, a ball python had snake rot, malnourished chameleons, algae-covered aquariums with malnourished yellow tangs, and even a dead yellow tang being eaten by hermit crabs in one tank. Seeing young kids exposed to this poor treatment of animals was particularly upsetting. While I appreciate Petco's products and adoption programs for cats and dogs, it's disheartening that the same level of care isn't extended to exotic animals. I believe this issue can be resolved by providing proper medical treatment to the animals, ensuring staff are knowledgeable in specific animal areas, and educating customers on animal care. I hope for a positive resolution to this issue and thank you for considering my feedback.
Reported by GetHuman1578857 on Saturday, November 17, 2018 6:47 PM
Hello, my name is Julie, and I am a pet enthusiast. I have a concern regarding possible plagiarism related to your company. While researching security dogs, I came across your article titled "The Benefits of Guard Dog Training." Prior to finding your site, I found similar information in an article by Fawcett Security titled "The Benefits of a Trained Security Guard Dog." I attempted to locate sources for both sites but was unsuccessful. I sincerely hope that there was not an oversight on your website resulting in the deletion or loss of sourcing information, or that someone else has taken credit for your work. Ethical conduct is important to me, and I am hopeful that this issue can be addressed. Thank you for considering my concerns.
Reported by GetHuman1591962 on Tuesday, November 20, 2018 2:37 AM
I purchased a fish tank on September 17th, but unfortunately, the filter stopped working and appears to be burnt out. After looking online, I couldn't find replacement filters available. I am disappointed and frustrated with this situation because I can no longer maintain the tank without a working filter. While I know the return policy is for 60 days, the Imagitarium 1.6 Liter tank was quite expensive at $32.99. I feel like I wasted my money on a product that I cannot fully utilize without replacement filters.
Reported by GetHuman1612708 on Friday, November 23, 2018 8:52 PM
We recently switched our 3 small dogs to Whole Hearted Chicken and Pea Small Breed, and they love it. It has helped with one dog's skin problems. However, when the food was on sale, we tried the salmon small breed formula, but one dog turned out to be allergic. The store has been consistently out of the salmon formula, and after speaking with the manager, it seems like an inventory issue. The manager suggested getting the regular chicken and pea formula, but my dogs are picky and won't eat the larger kibble size. The store's organization is chaotic with items all over, making it hard to distinguish between sale and regular items. Despite the challenges, the fish lady at the store is knowledgeable and friendly. I hope the store can stock up on the food soon, as it's a long drive to the next store. I believe better inventory management is needed to avoid such shortages.
Reported by GetHuman-ciennapl on Saturday, November 24, 2018 1:56 AM
I recently booked a full service grooming and holiday package for my two dogs. Despite being told the holiday package was more cost-effective than individual services, my 25% discount didn't apply to the package. Upon calculating, I found the individual services would have been cheaper. Moreover, one of my dogs wasn't brushed as promised. Upon picking him up, I noticed he still had loose fur on him, which a quick brushing at home easily fixed. I usually groom my dogs myself but decided to seek help due to an upcoming surgery. It's disappointing to feel misled about the pricing and service. Additionally, the new system at the grooming facility has caused delays and confusion during check-in, with repeated issues of duplicate records for my dog.
Reported by GetHuman1622933 on Sunday, November 25, 2018 7:21 PM
I received exceptional help from Heidi at the Petco on Towne Square Blvd in Roanoke, Virginia. She went above and beyond by assisting me with my dog's skin issues even during her break. Heidi asked insightful questions and provided both short and long-term solutions. Despite missing her break, she dedicated her time to ensure my dog, Darby, received the care he needed. Heidi's recommendations, including discounts with membership and coupons, saved me money. Thanks to her help, Darby's condition has significantly improved. I am grateful for Heidi's outstanding customer service and her willingness to assist beyond her duties. She deserves recognition for her dedication and commitment to helping customers like me and their furry companions.
Reported by GetHuman-sfogus on Wednesday, November 28, 2018 4:15 AM
Dear Customer Service, I had a disappointing experience with Petco recently that I wanted to share to hopefully prevent similar incidents in the future. A few weeks ago, I purchased a fish tank and supplies from Petco based on the specialist's advice for setting it up. After a week, my fish tank water became cloudy, and my fish seemed distressed. I contacted Petco and was advised to buy a UV sterilizer. Despite purchasing it online for in-store pick-up an hour away, the item wasn't available when I arrived. After waiting for a promised contact, I called and explained the urgency of needing the sterilizer. The initial operator was unhelpful, only offering a refund in 14 days. Requesting a supervisor, I finally got a promise for next-day delivery, which never arrived. By now, three out of four fish have died, and the missing sterilizer is no longer necessary. I hope this issue can be resolved promptly to prevent further loss. Sincerely, J. A. Bonanno
Reported by GetHuman1684936 on Tuesday, December 4, 2018 2:18 AM
I would like assistance with a technical issue on the Petco app. I am trying to apply a $5 pals rewards coupon to my order, but it is not being applied. Initially, the coupon worked but after closing the app with items in my cart, it no longer applies. Additionally, despite my order total being $53, I am still being charged for shipping even though the app states free shipping on orders of $49+. I have attempted to place the order on the app and website without success. Any help with this matter would be appreciated. Thank you, Jamie
Reported by GetHuman-jlhendro on Wednesday, December 5, 2018 7:32 AM
While at the West Babylon Petco, witnessed a dog escaping its leash and getting hit by a car in the parking lot. I was disheartened to see only one employee, Rafael, actively trying to assist. After realizing Rafael was alone in his efforts, I took action. I offered Rafael a ride as he was chasing the dog down the street. Together, we were able to capture the dog and return it to the store. I question why other employees did not assist Rafael during this critical situation. Is it not standard practice for all staff to come together during emergencies involving pets?
Reported by GetHuman-janeover on Sunday, December 9, 2018 4:46 PM
URGENT ASSISTANCE NEEDED WITH Order Number [redacted][redacted] Hello, I recently placed a substantial order and received notification that part of it has been shipped. To my surprise, I discovered that my order has been split into 3 shipments upon checking my account on the Petco website. Specifically: 1) Four items remain not shipped, with one being the "You & Me Wood Chews for Small Animals, 0.46 g." on backorder. It did not indicate this during my purchase. When can I expect these four items to be shipped out? 2) Shipment 1 (quantity 12) lacks UPS tracking. Could you provide the tracking details? 3) Shipment 2 (quantity 20) has tracking code 1Z88W[redacted][redacted] and is the only one I received an email notification for. I would greatly appreciate your prompt assistance as I require these items urgently. Thank you.
Reported by GetHuman-maydinag on Monday, December 10, 2018 6:08 PM
On Sunday, December 9th, I took my 8-pound maltipoo to be groomed by David K. at PetCo in Elyria. Being my first time at this location due to a coupon, it turned out to be the worst grooming experience I've ever had. Upon arrival, I explained the desired poodle cut with paw shaving to the stylist. After a few hours, I eagerly awaited to see my dog's grooming outcome. When collecting my dog, I noticed something seemed off. David instructed me to pay before revealing my dog, which felt wrong as a first-time customer. Despite paying, my dog's grooming was incomplete - her paws weren't shaved, no poodle cut, and her tail remained untouched. The experience upset me, particularly as my dog seemed scared and agitated, unlike after any previous grooming sessions. This disappointing and traumatic first visit to PetCo has left me unwilling to return for future grooming appointments. I urge others not to undergo a similar distressing experience.
Reported by GetHuman1741322 on Wednesday, December 12, 2018 2:26 AM
I placed order #[redacted][redacted] on December 2, and I received an email on December 8 with a UPS tracking number 1Z88W426YW[redacted]9 indicating the order was on its way. However, as of now, the order has not been shipped; only a label has been created. The standard shipping time is 2-5 days, but it has been 9 days. The estimated delivery date is December 18, which is after I leave for Mexico on the 17th. I had it shipped to my sister-in-law's house for my trip, but now it will be too late. I have tried calling the customer service number provided but only get recorded messages for other services. I need to cancel this order as it will not arrive in time, and I expect a refund to be issued. This experience has been frustrating, and I will be escalating my concerns if not resolved promptly.
Reported by GetHuman-kgentry on Thursday, December 13, 2018 1:28 PM
We had scheduled an appointment for our 14-year-old chocolate lab to get groomed before Christmas. We had set the date weeks in advance. Upon arrival, one of the employees checking him in seemed uneasy with Brett. She focused a lot on his mouth, despite us declining tooth brushing. Brett dislikes having his mouth touched and when he moved his head, she misunderstood it as aggression. Brett has arthritis in his back hips, which wasn't an issue during his last visit in November. However, today his weak hips posed a challenge, even though he can still walk independently. It was evident that the staff members were hesitant to groom our dog, despite having done so just a month ago. They seemed unwilling to proceed with the appointment, without even bothering to inform us of the change. The experience left us feeling embarrassed and dissatisfied. We have decided not to patronize Pet Co in the future and will not recommend their grooming services due to the extremely disrespectful and unprofessional behavior we encountered as customers.
Reported by GetHuman-bworl on Saturday, December 22, 2018 8:25 PM
I recently contacted your customer service regarding my prescription diet order which has been delayed for two weeks. Today was the expected delivery day, but upon tracking, it was indicated that it was sorted incorrectly. After a 30-minute wait, the representative informed me that the address was corrected and suggested I buy the food from the store with a discount, which is not possible as it's a prescription item. Despite explaining that the order must go through the vet, I was told there's nothing further they can do as the issue is with the delivery company. Now, the delivery won't be until the 2nd, causing a three-week delay. This situation has left my dog without food as I ordered with a two-week supply in mind. I'll now have to buy food from the vet at a higher cost. The approach taken by your online customer service team is disappointing, as blaming the delivery company without offering a solution is unprofessional, causing additional expenses on my end.
Reported by GetHuman-julayyfl on Friday, December 28, 2018 7:12 PM
I recently purchased a laser toy for my cat which turned out to be defective. Upon returning to the store in Studio City, CA on Ventura Blvd, I encountered a young manager who was quite rude when I explained I didn't have the receipt. Despite my willingness to exchange the item rather than request a refund, he adamantly refused without the receipt. Despite being a long-time customer, I was disappointed by his dismissive attitude. Other customers even advised me to return another day when a more accommodating manager was present. I left feeling upset and unsure whether to continue shopping at the store. On December 28, [redacted], around 5:30 pm, the young manager declined my request for help without even giving his name. I simply hope for a more professional and courteous interaction in the future. Thank you for your attention to this matter. Matthew C.
Reported by GetHuman-mfraserc on Saturday, December 29, 2018 3:17 AM
Today, I unfortunately had a disappointing experience at Petco Grooming in Daphne, AL. I brought my two Maltese dogs in for grooming, but left unsatisfied with the service. Despite explaining that I did not want their hair cut too short due to the weather, the groomer insisted on shaving one of the dog's tails. When I arrived to pick them up, the grooming was subpar with inconsistencies like tags of hair left hanging. This experience made me feel disrespected and unappreciated as a customer. I will not be returning to Petco for grooming services in the future and felt it was necessary to share my negative experience.
Reported by GetHuman-bjlavend on Friday, January 4, 2019 11:36 PM

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