PETCO Customer Service Issues

I visited your store and was informed about the Covid-19 restrictions preventing groups of two or more from entering. Despite having my family with me - my wife, my two-month-old son, and three-year-old daughter - they refused entry claiming the group was too large. They allowed individual customers inside, which seemed unfair to me. I tried reaching out to the live customer service at the Monroe Street location to voice my concern, but they abruptly hung up on me. I have been attempting to contact your team to file a formal complaint, as I am puzzled by the distinction made between a group of four people and four individuals. I have been a loyal customer, spending a significant amount on fish tanks and supplies from the Monroe Street and Talmadge locations. The treatment I received was disappointing, prompting me to seek out alternative stores like PetSmart, where I did not encounter the same issue as I did at Petco.

Petco's customer service line has been frustratingly unresponsive. I spent an hour waiting for assistance regarding a prescription cat food order with no success. Despite not receiving the information I needed, I went ahead and placed the order the next day, hoping for transparency on delivery time, which was lacking. Unlike Chewy's website, Petco did not provide delivery information, leaving me in the dark about when to expect the food. Disappointed by the lack of communication and the absence of a chat feature on their website, I had to search online to find this avenue for help. My order number is: [redacted][redacted]. - Margaret

Recently, a veterinarian recommended a new brand of dog food to me, which I purchased. Subsequently, I bought 5 bags of the recommended 17.6 lbs dog food to have on hand for my three dogs. Unfortunately, my dogs did not react well to the new food, and one became very ill. I attempted to return the bags which were unopened and undamaged, but the shipping costs were exorbitant compared to the price I paid for the food. The total for the bags was $[redacted], but the return shipping would have been $[redacted]. Despite numerous attempts to contact customer service at different times and through different phone numbers, with up to 30 minutes of waiting on hold, I have been unable to reach anyone for assistance. I cannot afford the high return shipping cost, and I was informed by a Petco employee that in-store returns are not an option. I am seeking assistance to resolve this matter to avoid losing $[redacted].

On April 3, [redacted], I bought 2 Tiki Cat Tilapia wet foods and 2 FreshStep Multicat litter each weighing 42lbs. I received my order partially on April 7, with 8 damaged loose Tiki Cat wet food cans. Petco acknowledged the issue but offered only $14.44, not the $21.52 I paid. The second part on April 8 was a mess; 7 cans of Tiki Cat were splattered inside the box due to improper packaging by Petco, where one can went missing. I had to discard the contaminated items. Despite sending proof and photos via Facebook Messenger, Petco only offered $14.44 for the $75.98 total spent, which is unreasonable given the evidence provided. I request a full refund of $75.98.

I've been on hold for over 30 minutes twice now trying to reach someone. I ordered an item with two-day shipping guaranteed by Saturday, but when I checked on Saturday, it still showed as "pending." I had to purchase a similar product from Petco since I needed it by Saturday night. I am requesting a refund for the item I purchased and the extra cost for expedited shipping.

I have contacted customer service, but unfortunately, have not received a satisfactory resolution. I bought a 14-pound bag of Whole Hearted Small Breed Beef and Pea Recipe dog food from Petco in Commack, New York or Huntington, New York. While transferring the food to another container, I discovered a large lump of unknown matter in the bag. I reached out to customer service over the phone, and they advised me to visit the store in person, which is not feasible due to the current COVID-19 situation in New York. I possess both the bag and the foreign matter and can provide photos if needed. I am simply seeking a replacement for the dog food. The SKU number is [redacted], and the UPC code begins with eight, then [redacted], and ends in zero. I would appreciate your prompt assistance in resolving this issue. Thank you. - K. L.

I visited Petco in Heber City on 5/3/[redacted] to inquire about nail grinding for my dog on the 4th. I was assured by the cashier that it shouldn't be an issue. Despite being a bit late at 10:05, the groomer insisted I needed an appointment, disregarding my previous conversation. The interaction was unpleasant, and when I asked for the manager's number, the cashier refused. This experience has deterred me from returning to Petco; additionally, I noted the groomer was not wearing a mask.

I researched and discovered that Petco could assist me with an ongoing prescription refill for my elderly dog. Ordering on April 12, [redacted], I anticipated quick delivery as advertised on their website offering free 1-2 day delivery on orders over $35. However, after three days with no prescription, I learned that Petco needed to contact my vet, causing delays. Fearing for my dog's health, I canceled the order and obtained the medication elsewhere. On May 12, [redacted], when I placed a second order with an existing prescription, I assumed it would be smoother. Despite having the prescription on file, Petco still needed to contact the vet, leading to further delays and conflicting information about the arrival date. I question Petco's practice of contacting the vet despite having the prescription and the discrepancy in delivery times stated on their website. With the challenges of Covid-19 affecting delivery times, I urge Petco to update their site for accurate information. The care of my pet is paramount, and I seek a resolution from Petco to rectify these issues promptly.

Today, I had a grooming appointment for my dog at the PetCo on State Bridge Road at noon. Unfortunately, the worker at the grooming desk was quite rude. Despite initially claiming my dog's rabies vaccination history was not on file, I urged her to check again under a different phone number, and his records were found. However, she rudely informed me that my dog couldn’t be groomed due to severe matting. As a college student, I haven't been able to take my Maltese for grooming during the pandemic, and his long fur got matted after playing in the rain. The situation escalated when she called me a neglectful pet owner and I left the store upset. Subsequently, a family member tried to clarify things but was rudely treated by the groomer, labeling us as bad pet owners. Despite being hung up on initially, the family member managed to speak to the manager who stated my dog would no longer be welcomed for grooming. I believe this behavior is unacceptable, and I wish for accountability for the manager and the employee's unprofessional conduct.

On June 17, [redacted], while wearing a mask, I shopped at PetCo in Santa Maria, CA, for calming products for my cat's anxiety. Despite entering and browsing for 25 minutes without assistance, I found the products myself. When ready to check out, no employees were at the register. After a UPS delivery person also couldn't find assistance, a female employee with blonde hair and a bird on her shoulder, not wearing a mask, eventually came to help, using her T-shirt to cover her mouth. She left to text, returning in the same manner to process my transaction, which I found unacceptable given the current health concerns. I chose not to purchase the items due to this experience and urge the store to ensure employees adhere to mask guidelines for the safety of all patrons.

After making purchases at the Maui (Kahului) Petco, I was surprised to be told I had two separate PalsReward accounts. The cashier recommended combining them, but couldn't explain how this occurred. I checked my accounts online and found receipts for purchases from Jan to July [redacted]. My regular account is [redacted]00, while the other was noted on receipts as #[redacted]42 and one without a number. All purchases were mine. The two transactions on the second account were on 5/26 for $50.53, on 7/8 for $32.78, and a third on 6/5 for $32.78 with no number on the receipt. All receipts showed my credit account number and were made by me. I would appreciate any help in understanding this situation. Thank you.

I have noticed a recurring issue with PETCO where they are consistently overcharging sales tax. This has occurred to me recently, and I am having trouble finding an email address to report this problem. When attempting to resolve it over the phone, the representatives were unable to assist me in correcting the issue, only promising to escalate it to their superiors. I believe it is essential that this error in their system gets resolved promptly to avoid further complaints from customers.

I want to commend the excellent service provided by Vicki at the Petco store in Sumter, SC. While visiting from out of town without our vet records, Vicki went above and beyond by contacting our vet, gathering the required information promptly, completing the paperwork efficiently, and grooming our two 85 lb yellow labs. Not only did she do a fantastic job with the grooming, but her positive attitude and helpfulness were truly appreciated. Vicki is a valuable member of the Petco team and embodies the brand's values. Please convey our gratitude to her for the exceptional care she provided to Cookie and Biscuit.

I placed an online order for Taste of the Wild puppy food to pick up at my nearby store on 9/29/20. After my initial order got cancelled for no apparent reason and was refunded by PayPal, I reordered the same product using a credit card. When I arrived at the store to pick it up, the staff had some issues finding the puppy food, as my online order indicated dog food instead. Eventually, I requested a refund, which the friendly associate started to process. The following day, on 9/30/20, I noticed that the refund hadn't shown up in my bank account as expected. Upon contacting the store and speaking with Raquel, she seemed unresponsive and unwilling to assist without a detailed account of the situation multiple times. Despite trying to clarify my request simply to check the refund status on their end by providing the order number, Raquel's behavior turned confrontational and disrespectful. The call, lasting over 13 minutes, included unwarranted yelling and belittlement from Raquel. This interaction was extremely frustrating, unnecessary, and unprofessional, showcasing a lack of customer service and empathy.

I have returned some items, but I have not received a refund yet for them. My card still shows the authorization charge pending, and the money has not been released back to my account. It has been over 24 hours now since I returned the items. Can you please let me know when and how I can expect to receive my refund? I was informed by your team that I would see the refund in 24-48 hours, but it has not appeared even after 24 hours of returning the items. -N

I had a disappointing experience at a groomer's, specifically at the Petco Branch in Bothell, Washington. The employee I dealt with, Teddy, did not follow the specific instructions I gave for grooming my 5-month-old Maltese shih Tzu puppy. When I picked up my dog 3 hours later, I noticed a terrible haircut with uneven trimming and even razor burns on his side. Additionally, I was charged extra for nail cutting and "buffing," which was poorly done. The bad grooming experience not only affected my dog physically but also led to behavioral changes, undoing the training progress we had made. This experience was so upsetting that I have decided not to return to this Petco location.

I purchased a chameleon and a starter kit yesterday. Unfortunately, the chameleon passed away this morning. The vet suggested it might have had metabolic bone disease. When I tried to return the chameleon to the store, an employee informed me that the cage I bought was inadequate for keeping it warm and implied negligence. They even declined to sell me another lizard. I am planning to return the starter kit tomorrow as it seems unreasonable that they would sell me a chameleon and recommend a cage, only to later refuse to sell me a replacement lizard and criticize the cage they sold me.

I bought a platy from you about a year ago. Lately, it has been showing signs of illness with rotting fins and scales, and it has become lethargic, lying sideways at the bottom of the tank. I transferred the platy to a five-gallon tank with four two-week-old guppies after treating the water with stress coat and QuickStart. I am planning to introduce Pimafix and Melafix to the tank. Despite the illness, the platy is still eating. Any advice on how to help my fish recover would be appreciated.

I made a purchase on 11/28/[redacted] online and already paid for it. I received an email from Petco that included a tracking number. Today, 11 days later, I contacted customer service to inquire about my order, only to be informed that the item has not been shipped yet. They mentioned it would take an additional 2 days to reach out to the vendor and confirm if the item can be shipped. This delay is unacceptable. When I spoke to a supervisor named Janet, she alluded to issues stemming from Covid as the reason for the shipping problem. I regularly order from Amazon without any hitches, so I am feeling incredibly let down by Petco.

I purchased my betta fish on June 21, [redacted], from Petco in NY and he was initially in good condition. However, after a few months, he developed 4-5 white spots that do not resemble ick. I did not have a water testing kit at that time, so I was unsure if it could be related to the ammonia levels in his 2.5-gallon tank. Recently, I began using Kanaplex again after trying it unsuccessfully months ago when the issue first arose, and now he has developed fin rot over the past couple of months. I am unsure of the cause, whether it is stress-related or due to other factors. I am also looking to upgrade his heater as the current one is inadequate, leading to fluctuating water temperatures. Despite following the instructions for Kanaplex, there has been no improvement in his condition. I am seeking advice on how to address the white spots and fin rot effectively. Thank you.