PETCO Customer Service Issues

I was put on hold by three different agents, and the call was disconnected each time. The last agent was transferring me to the store manager at Petco where I bought my items, but the call was lost again. When I called the store directly, I found out the store manager wasn't even there. I attempted to return some items after the return date, and the store shift manager suggested contacting customer support since they couldn't override the system for the return. To help you it seems you'll need to involve customer support for this issue. Thank you.

I've been ordering prescription diet food for my cat for a year now. I recently tried to place a repeat order (Order R[redacted]) and was informed by Petco that my prescription had expired. There has been a delay of 5 days due to issues between Petco and my vet clinic. My clinic has stated that Petco hasn't attempted to contact them by fax or phone, despite what Petco has told me. The clinic has even reached out to Petco themselves, but Petco claims they need faxed approval which hasn't been sent. Verbal approval is not being accepted. I urgently need this diet food for my cat's health. I am very frustrated with the situation and I am seeking assistance to resolve this promptly. I would prefer to communicate directly with Petco Pharmacy to address this issue effectively.

Regarding my recent experience at the PETCO (Rochester, MN- NW store) grooming facility, I have utilized their services for my dog several times this year. I have a disability and use crutches, so I have always appreciated their curbside assistance. However, during my appointment on July 2nd, I was told they could no longer accommodate curbside pick-up due to safety concerns, despite my previous experiences. When I requested to speak with the manager, I was met with resistance and was informed this had always been their policy. This abrupt change in service left me disappointed and feeling that their customer service lacked consideration for those with disabilities. Regrettably, I will no longer be utilizing PETCO for grooming services, despite my satisfaction with their groomer and previous experiences.

I enrolled my dog in 6 private training sessions in April with expectations of customizable and personalized training. However, the sessions were not personalized for my dog and were held in a busy store aisle despite indicating my dog already knew some basic commands. After no progress in three classes, I requested a refund for the remaining sessions. Unfortunately, I have faced challenges obtaining this refund due to issues with the store's credit card system and unresponsive management. Despite the trainer, Chris, being friendly and good with my dog, the service did not align with the advertised personalized training. I would like a full refund as the service fell short. I am a loyal Petco customer for all my pet needs, and I am open to receiving store credit for the amount paid.

I took my dog, Valiant, to the Fayetteville, NC Petco for grooming. Despite being told he would be ready by 1pm, when I arrived, the grooming area was empty. Another customer had left after being ignored for 20 minutes. When I went into the back, I found Valiant alone and only bathed, not groomed. He had been left unattended for 45 minutes and was clearly distressed. I have reached out to Petco regarding their insurance policy for unattended dogs and have spoken to multiple employees, including the store manager, Adrian, and representatives in customer service and San Diego. The incident number is [redacted]7. Valiant is a Therapy Dog with insurance, and I am a certified dog trainer and evaluator. I believe Petco violated their insurance policy and would like to file a claim to prevent this from reoccurring. Any assistance is appreciated.

I recently purchased a nitrate filter mat, cut it to size, and installed it following the instructions provided. After installation, I noticed a milky white color in the water. I tried changing the normal filters, hoping it would clear up, but the next morning, I found all my fish at the top of the tank in distress. With a variety of fish in my 65-gallon tank, including gouramis, tetras, angels, a red tail shark, barbs, corys, and rasboras, the water was cloudier than before. After researching online, I discovered this was a common issue with nitrate mats and decided to evacuate the fish, drain the tank, and start over. Despite setting up temporary housing, I have unfortunately lost seven fish and one angel is currently struggling. It's been six days since the incident.

I purchased a complete puppy training package at Petco in Buena Park, California, for approximately $[redacted]. I finished the first class, Puppy [redacted], but have had issues contacting the trainer, Emily, for the next session. Despite numerous attempts, I haven't received any calls back or messages. After speaking with someone named Sony who said they were the manager, I'm frustrated by the lack of communication and would like a refund. My dog's name is Lambert. You can find me as Eve Farhat, and the email linked to my Petco rewards account is [redacted] My contact number is [redacted].

I visited my local Petco yesterday afternoon and bought 2 glofish and 3 zebra loaches. I observed an employee mishandling the fish, resulting in two of the loaches dying the next morning. I work at a fish hatchery and understand proper fish care. The employee seemed rushed and lacked patience when netting the fish. I have evidence of the harm caused and my purchase receipt. This is not the first time I've had issues with fish I bought from Petco. I believe the staff need better training and care. It's not just about the money; it's about doing the job correctly and showing compassion for the animals. I would appreciate it if my fish could be replaced.

I bought a female Ferret item [redacted]44 at Petco store #[redacted] on [redacted] Union St. Waterbury, Conn. on 8/10/21 for my granddaughter. Despite our request for a light-colored female Ferret, we were mistakenly informed that it was a female at the store. After bringing the Ferret home, we noticed excessive sneezing, prompting a vet visit. Shockingly, the Ferret was actually a male with a respiratory infection, leading to medication costs. My granddaughter, who had already become attached to the Ferret, was disappointed to learn the truth. Despite the incurred expenses and disappointment, my granddaughter's love for animals prevailed. The veterinary visit cost $83.50, and the antibiotics were an additional $42.50, on top of the initial $[redacted].99 Ferret cost and extra $[redacted].00 for supplies. The upsetting part was the unexpected gender revelation and illness, affecting my granddaughter deeply.

I recently went to Petco on August 26th, [redacted], and bought an item for our fish tank. Unfortunately, the item didn't work as described, and I'm having trouble with the return process. I would like a refund for this item. I think it's important for the system to recognize that multiple people from our household go in and out frequently with animals, leading to returns. If I had been aware of this policy, I would have considered shopping elsewhere or arranging individual rewards for each household member. Kindly reach out to me to discuss this issue. I intend to inform my contacts about the challenges with the current system at Petco.

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Subject: Incident with Petco Cashier "Sage" in Helena, MT I appreciate Petco's mask policy for employees as it makes me feel safer shopping local during the pandemic. I am a frequent customer at the Helena Petco and grooming salon. Today, when I visited at 4:38 p.m. MST, I noticed the cashier, Sage, had her mask under her chin. Politely mentioning it, she dismissively responded that it didn't matter. I explained the importance for older individuals like me with weak immune systems. However, she became defensive and started sharing anti-vaccine sentiments, making the interaction uncomfortable. I felt disrespected and disappointed by Sage's behavior. I hope Petco addresses this issue with her promptly. Despite this, I still believe in supporting local businesses, but I expect better treatment as a customer. Thank you. Best, D.M. [redacted] Laurel Street Helena, MT [redacted] Phone: [redacted]

Hello, I am currently facing an issue with my automatic shipment of Hill's Prescription Diet z/d Dry Cat Food for my two cats. This food is essential for their health due to their vomiting, immune system, digestion, and diarrhea issues. Usually, the delivery arrives within 2-4 days, but the recent order for 10/6/21 is delayed, with a new estimated arrival date of 10/16/21. Despite contacting Petco, they only offered a $10.00 refund, which does not address the urgency of the situation for my cats' well-being. I had to resort to feeding them alternative dry cat food, leading to vomiting and severe diarrhea. Despite my plea for expedited shipping, Petco has been unhelpful. As responsible pet owners, it is vital to advocate for our pets' health, especially in situations where their well-being is at stake due to delayed shipments.

I visited Petco on Goodman Road in Southaven, Mississippi, at 10:15 am wanting to buy fish. The supervisor said they weren't available until 11:00 am. I found it frustrating because the store opens at 9:00 am, and after driving 20 miles to get there, waiting until 11:00 am didn't seem reasonable. When I used to work at Petco, if there was a rush for fish when the store opened, I would assist even though I was a stocker. I suggested the staff could be cross-trained for such situations. Despite my request for help, the supervisor named Brianna insisted I wait until 11:00 am when the aquatic specialist arrived, instead of assisting or finding a solution. This situation was quite inconvenient and needs to be addressed to improve customer service.

I did not receive the $25 promotion for my order with the number [redacted][redacted]. The Spend $50, Get $25 eGift Card promotion is valid until November 6th, [redacted], at 11:59pm PST. The promotional card will be emailed to the address on the qualifying order by November 12th, [redacted]. To qualify, the order must reach a minimum subtotal of $50 before taxes, shipping, and after all promotions. The $25 Promotional Card is usable between November 21, [redacted], and December 4, [redacted]. There's a limit of one card per person or household. Some exclusions apply, such as out-of-stock items, donations, Petco Gift Cards, eGift Cards, and taxes. The promotion is valid for the 1st Repeat Delivery order only and can't be combined with other offers. Petco may refuse any promotion deemed fraudulently obtained at its discretion.

I visited your website due to the 35% discount offer, but when I tried to order, the webpage did not apply the discount. I phoned in my order and was informed that I could only receive up to a $20 discount by signing up for repeat delivery, approximately 29% off. My order total came to $70.28 at this discounted rate. According to the email dated 12-11-21, with a 35% discount, the total should have been $58.68. I feel deceived, resembling the classic "bait and switch" tactic used by shady retailers. My order number is [redacted][redacted]. If you could honor the full 35% discount mentioned in the email, I would appreciate it. Deducting $11.60 would align the total with the promised discount. I am disappointed that I had to bring this discrepancy to your attention. Sincerely, Paul F. Great Falls, Montana

I recently visited your PETCO store in Oroville, CA and observed three young cockatiels that appeared unwell, shivering in their cages without any heating. These birds seem to be in poor conditions and require immediate medical attention and heating lamps. I urge you to address this issue promptly to prevent any further harm to the animals. If not resolved, I will be forced to report this situation to the appropriate authorities for animal welfare. Thank you for your attention to this matter.

During my recent visit to Petco, I encountered a disappointing experience with the lady manager and cashier. I purchased a 13lb bag of Nutro puppy food that was supposed to be price matched at $23.44 with a $7.00 manufacturer coupon. Despite the price discrepancy of $27.99 instead of $25.99, the staff refused to honor the price match. The cashier only refunded me $1.07 instead of the $11.55 I was entitled to receive. Their unprofessional behavior and lack of customer service left me feeling frustrated and upset. I expect better treatment as a customer and hope this matter can be addressed promptly. I am considering taking my business to PetSmart in the future as a result of this unpleasant encounter at Petco. Thank you.

I recently took my Golden Doodle, Holly, to Petco in Lexington, SC for a full grooming session. Despite my specific requests, the groomer did everything I asked her not to do. Upon picking up Holly, I found she had been shaved almost completely except for her tail, which had a knot near her ear that was cut and bleeding. She also had a knot in her tail. Holly appeared emaciated, and she vomited multiple times after leaving the grooming session. Animal Control visited the next day and found no signs of abuse. Although I do not have the groomer's name, I paid with a credit card. I have reached out to the store and left a message for the General Manager but have not received an apology. I've heard other complaints about grooming at this location and wanted to bring attention to the poor treatment of customers' pets. I will not be returning to this store for grooming services.

I am seeking assistance in reissuing a lost gift card. I visited store (#[redacted]) on Sunday, December 26th, where the gift card was purchased, but they were unable to issue a new card. I have the receipt and proof of purchase. The gift card was a Christmas gift. Despite contacting the corporate office and the gift card customer service number (1-[redacted]), I have faced challenges in getting a replacement. I was initially told it would be replaced with an Ecard within 24 hours, but no action was taken. Subsequent follow-ups have not yielded results, with the latest advice being to return to the store for resolution. As the store was unable to assist me previously, I am frustrated with the lack of progress. I will contact the store again today in hopes of finding a resolution. Thank you.