Petco Overview
Petco has a 2.2-star rating, derived from feedback provided by 1300 customers. In the Pet Stores category, it secures the 2th position out of 356 companies.
Rating
Contact Information
Website
www.petco.com
Phone
(888) 824-7257
10850 Via Frontera, San Diego, California, 92127, United States
Petco Reviews
Robin
SALT WATER
I purchased two snails and two crabs and within one day my fish and corals were dead. The Heath Ohio location expressed that they do not know anything about saltwater fish and the tanks look horrific. Why are you selling animals to people and killing everything they have and I have spent a pretty penny in that place.
Jennifer
Had (Confirmed) Appointment but Manager Did Not Show to Open Store
This morning I went to Petco to drop off my dogs for grooming. My appointment was scheduled for 8:00 a.m. and was confirmed by a phone call yesterday. Nobody showed up to unlock the front door until after 8:20 a.m. Then the manager said that she had been sitting in traffic. We all live in Miami and know what heavy traffic is like, and also know that she was just running late and lying about the traffic. I told her that she needs to start leaving earlier, and if I did my job like she did her job, I wouldn't have one. And that's the truth. It's infuriating that they do not respect the time of their customers. This is a fundamental that she should have been trained in during her time as a manager- open the store on time. Everyone's time is valuable- not only her time. If she didn't show up until 8:30 her pay should be docked (as mine was when I started working late this morning). I bet it won't happen again. She did not even apologize. I shan't be using Petco grooming again.
Heidi
Very upset, you won't change my due date
I've asked since day one to move my due date up 4 days because that's when I get paid, they said they did never did and now they say they can't so I'm getting late fee after late fee, I don't get it I've called several times to rectify this and I get the same thing there's nothing they can due .Oh my favorite was when they said I could get 15.00 credit only if I paid on time.i would not recommend the credit card
Cheryl
Would not exhange dog food
Petco expected me to take a heavy bag of dog food and pay to have it shipped back. Of course, I won't do that. I've not had a problem with PetSmart's Customer service, and their prices are far lower than Petco's. I think PetSmart has a better variety, also.
Barbara
Bad customer service by Lynsey in Deerfield beach
7/21/23 7:10pm at register checking out my cat food. I said I need a back. She was attemping to open back. I said I bag my own and asked for the bag.She got nasty saying .You afraid of germ,we use the bags all day no one else says anything. She went on and on. I bag my items,groceries my way where ever I go. This was uncalled for.I did not deserve her abrupt behavior. I told her I will report you she said I don't care. I have been shopping there for 2 years. I did report a new guy cause he laugh scoffed at how I wanted each item individually scanned. CAITLIN was a wonderful employee kind,friendly,she is still with you but training dogs now.The new guy you all spoke to and now he is caring how I prefer my transaction. Lyndsey said I remember you,well apparently she had the same behavior. ON MY WAY HOME FROM WORK I STOP AT THE PETCO ON SAMPLE ROAD AND FEDERAL HIGHWAY. THEY ARE (((FRIENDLY))) JUAN AND THE OTHERS AS WELL WE TALK I SHOW THEM PHOTOS OF MY CAT.THEY ARE REAL FRIENDLY PEOPLE. NOT AT THIS STORE IN DEERFIELD. UNACCEPTABLE FROM HER. THANK YOU PLEASE ADDRESS THIS.THANK YOU AGAIN
Julie
Petco app won't clear
I called a month ago about about app on my phone showing 3. I go into to clear out and cant. Was told someone would contact me and never happened. Need to fix your app and should not be so unuser friendly. At this point I am ready to just Delete Petco from my life and find a new groomer
Beth
Lack of reptile care and new species
I was recently at your Santa Clarita store and saw baby savannah monitors how irresponsible for you to be selling these to inexperienced customers. A pet store should never sell a reptile that requires this level of care or size enclosure esp when the employees have no idea and will not inform the customers when they are purchasing them. You assume the people coming in know what they are getting but they are really all just impulse buys from people who have no idea. You shouldnt have any animals for sale at all!!! Most of the reptiles in your stores care end up sick or with mites because of a lack of training and proper veterinary attention. STOP SELLING ALL ANIMALS!!! Esp the ones that are major commitments (monitors, tortoises) and if you do keep selling them get a reptile vet at every store and experienced reptile people to bet who they are going to because otherwise you are just condemning these animals to death.
Marcee
Worst customer — service cancel order
I placed an order on Saturday 7/8 for dog food for SAME DAY DELIVERY Only to get email 2 days later informing me that order will arrive Friday 714! Uhh, that is almost week later delivery, NOT same day! Called your customer service this morning 7/10, to cancel. After almost 20 minutes, a supervisor Barbara said order cancelled and I would get email confirmation regarding transfer. Even got reference number. No email after 1+hours so called back, and after another 16 minutes A supervisor told me cancellation cannot be confirmed. I am so AGGRAVATED and not happy with Petco. Resolve this NOW and cancel my order that is arriving almost week after I ordered for SAME DAY. Order number 113623****64641 Reference number 0684**** The WORST customer service ever! Resolve and cancel this order IMMEDIATELY or I will send this matter to Better Business Bureau. Marcee Levin
Rita
Rude service
After I sent a phone-message, asking whether Petco is offering Handstripiping for Terriers, I got a call today at 0:30 saying: I am here for you today, please call me back right now !!! OK, i called back at 0:40, from this moment on I had to deal with a computer and no chance to talk to the person who sent me the message. Later on, at 15:45 she called again saying: we are not standing near the phone all day !!! If the groomer is rude to you !!! how will this person handle your dog
Marie
Todays purchase latham ny
I purchased 4 horn worms, 1 was dead, 1 is almost dead and yellowed, rather than brilliant blue. Boufht 100 large mealworms, they were tiny and there wer only maybe 12 alive. Bought 12 medium dubia roaches. They were tiny and there were not 12. We are a constant customer but this was horrible.
Jalyn
Damaged product
Auto ship product was found on our porch with a large hole in the dog food bag. Customer service rep was very helpful and is replacing and reshooting the product
Scott
Double charged and no item
I've been charged two times for 54.51. my item hasn't been sent it says it's waiting on my doctor to contact you which he already has because if you look at my prescriptions it says I have 6 refills from the Banfield hospital and I've also paid the 9.99 for two days shipping!!! So since it's been a week I want my refund for the second charged of 54.51 and my 9.99 back and you need it send my apoquel today my dog needs it badly. I can't understand why I've been charged twice over a week later when you can't even get things right on your end and send my product I've contacted customer service twice and they've done nothing but said oh we're trying and the usual bs. Help me already Jesus
Chris
Goldie my dog
I had appointment for my dog.this is how my morning for a bath and haircut. Full package. When I got there she asked if I had her shot records.I stated they should be in her file.she for her yearly shots in this store last week. She said they are not here and they do not have records. She made a phone call and had the information verified. She then stated she is medium dog so price would be 99.00 plus some change. Original price was 86.00. I signed off paperwork and left the store. I then received a text stating my dog was 128 pounds I and she took a photo to verify and this would affect my price a bit. I then sent a return text stating no she was 59 lbs in your store last week. She stated ok we can go by that one your new quote is 115 before tax. When I went to pick her up I let the groomer know I was very upset with her. First I ordered lavender she said they were out of stock. Then to change my price three times was very unethical. Needless to say I am not happy at all with the way I was treated. Im just venting to corporate and wondering how many times they try to inflate the cost.? She did go backdown to my original quote but as far as I am concerned the damage was done. On a side note the cut was very nice. Needless to say you have lost a customer over this. I get my cat food, toys, dog food collars, leashes , Kitty litter , fish and everything for my pets there.I will go to pet smart now which is little more at times but they treat you with respect.I do have copies of the text. Thank you Chris Evans 609.254.5452. I am also cancelling my vital care reward card effective immediately with my bank. I am not honoring the 12 month contract. Please cancel my premier card ID 973036. secondly Two associates administered the shots, no temperature or checking of my pet whatsoever. They gave her three shots and were done. No checking her, no checking ears,temperatures nothing! See photo of my 128 lbs golden doodle. Largest known golden doodle is 120 lbs. she claimed maybe her scale was wrong.
Michelle
Resolved: Refusal to fulfill my pets prescription issued by a Petco/Vetco vet
Updated by user May 11, 2023
Company resolved the issue.
Updated by user May 11, 2023
They DID issue a check for the entire vet visit. I DID take my dog back to my original vet instead of to the Vetco vet.AND....Petco sent my new Simparica pill from the prescription issued by the Vetco vet this past month. Yes, the same vet that said the prescription...
Updated by user Apr 20, 2023
Update4/19/23...On 4/17, Dennis from Petco called me and said that the reason my prescription was denied was because it was a one dose prescription. (Never mind the fact that this month's pill states "refills through 3/24") He said for me to "bring my dog back to the...
Updated by user Apr 11, 2023
Just heard back from Petco. Here's the response.
Hello Michelle,Thanks for contacting Petco.We hope you are doing well.
We're sorry for the inconvenience regarding the prescription medicine order that got canceled. Upon checking the order, we saw that it was canceled...
Original review Apr 11, 2023
On 3/21/23 I took my dog Fergus, to Unleashed at Petco 11615 S Sam Houston Pkwy E Houston, Tx 77089 for his wellness check up, heartworm test, and rabies vaccination, along with a renewal of his Simparica Trio prescription flea/heartworm/tick preventative. The vet who did the exam, administer the test and the rabies vaccination was Kathleen Roellich. The heartworm test was negative, the rabies vaccination administered, and the prescription for Simparica trio was issued. I received the email copy of my visit summary on 3/21/23, along with the message "Ordering your prescription refills is easy: 1) using the same email and name as your Vetco clinic visit, simply place your order on Petco.com/pharmacy 2) at checkout select Vetco Clinics as your Vet clinic 3) sit back, relax, and we will take care of the rest! On April 5, I placed the order for Fergus' new prescription. On April 7, I received an email stating my prescription was on hold and pending vet approval. Petco stated that 'before we can ship your order, we need YOUR vet clinic to approve your pet's prescription. We are working very hard to contact YOUR vet, however, we haven't received a response yet.' Now, as this was a VETCO VET, I fail to understand why 1) you cannot obtain approval for this prescription and 2) why you haven't received a response. This is a VETCO vet, one of YOUR vets. You asked me to reach out to "my" vet clinic to confirm "they" have received the prescription request and are reviewing it. They wrote the prescription. Why would they not have received it? I went online yesterday via chat to address this issue, first with Sheila. She suggested I contact the vet, and I told her there was no phone number on the medical record Petco / Vetco sent me. She was able to look it up using the vet's license number and gave me the phone # 281-464-****. This phone number is to the Unleashed by Petco store where I've been a valued (I thought) customer since it opened. Not a veterinary office. So I got back online and chatted with (#2 person) Twinkle, who basically told me she couldn't help me and to call customer service. So I did. I talked to (#3 person) Kevin, who, after repeating my name, number, order number, and issue several times, basically called me a liar, "you SAY you've received an email containing your records". When I told him I'd be more than happy to forward him a copy of the email containing the record of Fergus' visit he said, and I quote "Oh, I'm sorry, I can't receive emails." He then told me it took 2-3 days for prescriptions to get authorized and it was probably delayed due to the holiday. He told me to give it one more day and call back if I hadn't received approval. That was a 35 minute phone call. Well this morning I get an email saying that my order has been cancelled because the vet says they need to see my pet before issuing the prescription. So I called AGAIN. Told the FOURTH person what the deal was, had to repeat myself THREE times before she comprehended the situation, and after 30 minutes she transferred me to Vetco. The (person #5) lady at Vetco's phone kept cutting in and out, and finally it disconnected me. So, I called headquarters in San Diego.. 858-453-**** and made the mistake of hitting the extension for customer service, thinking it would be HQ customer service. It wasn't. However, I told person #6 that I did not want to speak to an agent, I wanted to speak to a manager. She asked me for my name and phone number, I said no, I'm not going through all this again, please let me speak to a supervisor. I explained that she was the SIXTH person I've talked to regarding my issue and that no one has helped me at all. One basically called me a liar, the other one hung up on me. She said she couldn't help me unless I told her my name and my phone number, so I was the one who hung up this time. I called back and spoke to the operator. I told that poor lady everything, and asked her if I could speak to someone in charge. She said she could take my information and have a supervisor call me back within 24 hours, so I gave her my information. So, here I am, still with no prescription for my dog. And no one has helped me.
Jeremy
Manufacture malfunction on puppy safety harness belt clip
My dog was almost ran over by a car due to a faulty harness clip Kong brand red I was turned away for an exchange and treated very disrespectfully
SUNSHINE
Bad groom and no response from petco
First groom for my pomeranian by Angelica at 860 Broadway in NY. Worst cut ever. Uneven, boxy and excessive in areas. Sprayed so much fragrance on her it was stiffling. Was quoted $85, but was charged $117 when I got there. Groomer seemed unsure and rushed. Have been trying to contact someone for 3 days with no response from Petco. I won't come back and I wouldn't recommend your establishment to anyone. Groomer isn't knowledgeable about breed specific cuts. Because of the bad cut, it's going to take a year before it grows back. But you obviously dont know that you can't CUT a pomeranian, you trim them
Robyn
Dissatisfied with care @ Vetco Total Care @ local Petco and Hospital Manager
Updated by user Jul 14, 2022
Contacted escalations dept NO LESS than 3 times and was assured after very lengthy conversations each time someone from store would "definitley reach out to me to discuss resoltuion" they never have .Also Petco customer service does not seem to know these in store...
Original review Jun 13, 2022
customerrelations@***.com reference id: %1505****% This will probably be a pretty confusing story but I will try my best to make it make sense (it doesn't) Most of my issues were with the hospital manager and NOT the vets staff or vet techs. had an appt for two cats @ 330pm on saturday june 10th. My concerns were our kitten was having diahrrea and some minor conjuntivitus. My older cat (1yr) was presenting worse with eye issue (3rd eye lide covering half his eyes) and unknown gastro, as he is indoor/outdoor and does not use litter box. I wanted to get a fecal to test for worms and address conjunctivitus. Hospital manager (Nancy) asked me to bring in a fecal sample Friday June 9th morning, so results would be back for my visit Sat June 10th. When I arrived to drop off the sample, the mngr informed me a slot had opened up that day (june 9th)@ 1230pm. I said I could bring one cat but the other is indoor outdoor and I may not be able to catch him to bring him in that day. I was not able to locate the bigger cat by appt time, so I brought in just the kitten. Before arriving staff never mentioned any delays to me. Upon arrival the staff never mentioned any delays to me. It took about45 minutes to be seen by Dr. After the dr did a prelim examination, he reccomended some blood tests and said his ears were dirty. The vet tech gave me a price estimate for the tests and said test results would be back in 10minutes. Because they were only supposed to take "10 minutes" I decided to do them and wait a little longer. It was about this time it occurred to me I wanted to confirm my appt for the other cat for the following day. When I tried to confirm with the mngr if the time slot still available, she said I had lost the time slot, as she had moved both cats over for this sooner appt. Literally As i was asking her about this and if time slot was still available, the phone rings, she says hold on so they can answer and then she offered my old time slot to the person on the phone right in front of me! (They took a different day so I was able to get my slot back but that was pretty rude) Despite assurance the test results would be back in 10 minutes, it took another hour to see the Dr again with the results. The only reason I tested after waiting all that time is because they said it would take "10 minutes" to get results. It did not. I was there another hour after tests were performed Tested kitten and once results were in Dr came back came back and immediatley started telling me how the tests can be unreliable since they cannot get a large blood sample from kitten and when we test my 2nd adult cat the following day we can use him as a baseline and do preempt care for the little one based off of his results. This is when I actually got mad. why didn't they tell me that before I ordered $260 worth of testing. My regular vet would have given me the heads up that I could save $ by doing just the big cat and possible the sample could be too small using the kitten's blood. Hospital mngr apologized for a long wait times twice. But only after I had already been waiting over an hour. They told me they were short staffed that day, two people had called out. BUT i was only there that day because the mngr told me a slot opened up and to come in. If you are backed up, why did you tell me to come in? If the tests are not reliable on a kitten, why did they not advise I wait until the following day, test the bigger cat and send me home instead of making me wait 2.5 hrs for tests that seem to be a waste of $ (and time) this makes no sense to me at all. The whole thing was a stupid waste of time and $ (400 worth all told) Was there 2.5 hrs in total. (1230pm-3pm) Charged for visit when first visit for each pet supposed to be waived ($65) Charged $67 for 7.5ml tresaderm when it is listed as $36.79 on petco's own website for 15ml! (double the size for half the price) Some other annoying bits: While i was in building and paying I said I need a receipt. Told me she would email receipt. Never did. When I called following day to say I never reveived and needed her to send it (remember I am no longer there this is by phone) she asks can I print it for you? then she said i can't print it now "i am in the middle of an interview" then why did you answer the phone? These actions make no sense to me at all. I'm left confuse bewildered and frustrated over the whole experience. I was not offered any discounts after a 2.5 hr stay. They charged me 68$ for ear swab and cleaning (this should cost about $45) BUT WAIT THERE'S MORE! 2nd visit I came 30 minutes early. I spoke with Hospital mngr about my concerns about the previous day, being charged for a visit when fee was supposed to be waived and why they charged 3x the price for drops. I suggested they should have been more open about the wait prior to my visit the day before. She said the cost of the drops was because I was getting them "that day" instead of waiting for them to be shipped. Well my regular vet gives me these deops same day and charges a normal price for them (actually less then petco charges online!) She did refund my exam fee of $65. But said I would be charged the fee for today, since it was only one per customer. When I showed her the coupon (attached)for free initial exam which states clearly "only one coupon per customer PER NEW PET" meaning 1st visit for each pet should be waived as per language on coupon and they needed to honor it. She said she would not, that's not what they meant and I could take it up with her line manager. I guess because I had said they should have given me a heads up on delays, 5 minutes before my appointment time i was told there is going to be a delay because 2 kittens who came in after me were "vomiting all over themselves and needed to be cleaned and she hoped I would understand because i wouldn't want my pets to have vomit all over themselves and I would need to wait AT LEAST 30 or 40 minutes before I was seen by the dr. Then she kept saying I came early so i shouldn't expect there to be no wait, and I said NO, actually I'm on time at this point! It's 5 minutes BEFORE my appt time and you are already saying I will have to wait 30-40 minutes before I would be seen. Well, beside that being kind of crazy story about the cats, as cats don't usually puke all over themselves, why would that delay the entire office for 40 minutes? As you can imagine I was not happy and i was not being pleasant. I thought her story was BS and I told her as much. Now, the mangr told me, my options were to sit and wait or reschedule. What about MY sick cat that needs care? Then after I told her I thought this unacceptable she said I could walk around the store while I waited and they would keep the cat in the back. Then, after I told her to get out of my face and stop repeating herself she was not being helpful, she told me i could leave the cat entirely and come back if I wanted to do that. Great. I am fortunate to live 10 mins away and my schedule was open for the evening. But what if I was unable to do this? What kind of reliable care is this? I made appt days prior and needed my cat to get checked out. On top of ALL that, I ended up speaking to the owners who had the two kittens and they said said they were only there for there first routine visit, their cats were not vomiting and they had no idea what I was talking about. I'm sure hospital staff can easily say it was two OTHER kittens that came in... but they were the only two kittens I saw and when I referenced those two specific cats when I was discussing with the mngr, she made it seem like she was referring to them. Was she fabricating things to make excuses for time delays? I can't be sure, but it sure seems like it to me. Maybe someone should check if two vomiting kittens came in for care June 10th around 330pm? Wondering what the results of the fecal sample were? Me too! I found out after the vet tech called me after they saw my cat the Fecal sample I had brought in the day prior had been lost and never sent out (awesome!). I was told i had not been charged and just bring another sample. Unfortunatley I had cleaned the litterbox already that day and could not bring another. So after all that... they didn't even send out the sample when one of my main concerns was the cats might have worms. Actions: Fee for William's consult waived (65$) Charged correct price for tresaderm (i was given $15 credit but I want to pay what Petco charges for 7.5mls, which is what I got. Ear cleaning fee waived Price of tests for Rajah above cost refunded. Don't feel like this vetco cared about me or my pet just about upcharging me for sevices. Probably part of her job but also displeased at the repeated attempt to sell me a vetco membership I never asked about. There's a big sign next to desk with info. If I was interested I would ask. It is not becoming of a vet when it appears their only interest is upcharging for unneeded/unwanted services. This review will be posted but I am waiting to hear back from customer support escalations department so I can include how Petco handles the "make good" for this situation.