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Stores > Petco
  • Petco

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    Online Ordering

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  • Review History & Profile See full Rating history

    Product & services pricing Rating 3.75/10 3.75/10
    Chance of future purchase: 0.00/10
    Shipping & packaging: 0.00/10
    Customer service: 0.00/10
    Return/Replacement policy: 0.00/10
Voice your opinion! Review Petco by clicking a star below.
Rating 2/10

Is it possible to give negative numbers in the ratings???

"I ordered a kennel for my dog and was told it would be shipped out right away it was in stock.
Then 5 days later still not shipping information on my item and Petco send me an e-mail stating we messed up!!
Please accept our apology our warehouse was going through some transition..really on cyber Monday???
They offered a 25% off upon for future orders. In show of good faith, why couldn't they have reimbursed me for the inconvenience of how long it was taking for me to get this item.
We are 11 days out and still no kennel

Rating 2/10

This company ****

"I placed on order online on 11/26/2016. at 0814 on 11/27/2016 I received an email from petco stating the order was cancelled. On this email I saw all the items that I had ordered....but the prices listed on their cancellation email showed the full price on all the sale items I had ordered...

Does anyone know how to file a complaint against them on line with the BBB?



Rating 2/10

Worst customer service in the pet products industry!

"Petco is in the middle of a big mess right now because they issued a coupon code with an error and then cancelled all the orders where customers used it. Once contacted, they pretended they were unaware of the issue and then contacted us back to say they would not honor the coupon. They were given the opportunity to correct the issue and they chose not to . . . so, farewell to Petco. There are way too many pet supply companies that are good to their customers to waste time with one that is not! "

Rating 2/10

Crazy Sale Item Policy

"I saw a water fountain advertised and decided to go get one. When I found the item in the store it was not marked as on sale. I took the item to the cashier and she said she would have to get a manager to explain how the sale works.
The long and short is that I could have the sale price, but I had to place an order for the item and have it shipped to the store. THEY HAD 5 ON THE SHELF. The manager said that I would have to pay the shipping charges that would exceed the normal price when added to the sale price of the item.
I told the manager that was a crazy policy and that I would not be back. He said great have a nice day and I left and will not be back.

Rating 2/10

Who doesn't accept an original receipt for a return?

"Ordered a dog bed online, figuring it would be "easy" to return it to a local Unleashed store if it didn't fit. Well, the bed was too small for my dog. I printed out my original email receipt from the purchase and brought it and the bed with me to my local store. They refused to take it, telling me I needed to go back and print out a different return page, with a transaction number. Cashier said what I printed out didn't tell them how I had paid for the time. (The receipt clearly said I used PayPal, which is an option provided at checkout.) I had already brought the large and bulky item to the store. Had already printed out the original receipt that Petco had emailed to me. (I don't have my own printer, so it's not a trivial task.) I asked if I could pull up the info on my phone. No. I asked if they had a computer we could pull the info up on. No. I will NEVER order from Petco.com again. I will also never go back to the store (after I return this item and get my money back!)"

This review was modified by vilin on April 21 2016 04:37:51 PM

Rating 2/10

Didn't receive my order in full

"Ordered a litter box with a lid and a bunch of other cat stuff on 4/4/16 to receive it by 4/10/16. Received thw items on 4/8/16 in a giant box that was all ripped up and the bottom of the litter box was missing. I called customer service and they offered to send another one in 3 to 6 business days. I said that won't work, I need it by 4/10. They said they can expedite it but can't get it to be any earlier than Tuesday. I had to be refunded and now I have to go out and buy a litter box. My problem is that I still have a problem. They weren't willing to resolve it."

Rating 2/10

petco makes a mistake and you suffer

"I purchased an XXL dog crate online for my French Mastiff so that I could have it before the holiday weekend to go out of town. I never received tracking for the crate, then when it did show up it was a small. I sat on the line for over an hour trying to get this corrected. The person on the other end who barely spoke English told me she would get my card credited and the replacement sent out once the wrong size crate was picked. I thought this would be great but when I let her know I would hold on to the wrong crate until the corrected size arrived that's when everything became very confusing. After 30 minutes of explaining the situation to one woman, I had to wait an additional 30 minutes to speak with a manager. He wasn't very pleasant, kept speaking over me, and was not the least bit concerned with my frustration. I work in the service industry, I know how it works and I know they personally did not make the mistake but it would have just been nice as the customer to been taken care of a little better. I did not make the mistake, PETCO did, yet I had to deal with the hour long frustration. I am basically left waiting and hoping they get the correct crate out to me. "

This review was modified by GOOSEY16 on March 23 2016 01:07:15 PM

Rating 2/10

"I'm not sure what this company is doing with their online site and business but the timing of which to do an overhaul, around Christmas and Holiday time, has got to be the worst planned ever. If you are going to screw around with the functionality of your site, customer service, and shipment of items, please for the love of god don't do it around the peak shopping time of the whole year. Petco states that they are going though some kind of system wide overhaul and so far it has taken them the whole month of December. I have had problems ordering items because the size options are not showing up on the website, not receiving email confirmations or tracking for my order, not receiving paper receipts with my order, and their customer service is obviously outsourced to another country. On the topic of their customer service, wait time has been ridiculously long and the customer service people in general are painful to talk to because they seem to have a hard time understanding you or are all new to the job. This experience has been the worst I've ever had involving a large retail company."

This review was modified by bombay229 on December 30 2015 07:58:47 PM

Rating 2/10

"Received the wrong order and that has never happened to me before. I order online all the time and when I called the lady who sounded like she was from another country was rude and not at all helpful or accommodating. I I will no longer do business here."

This review was modified by elizabeth_guillen on November 12 2015 05:33:01 PM

Rating 2/10

"My experience with Petco is as such. I ordered two 30 lb. bags of Blue Buffalo online and then for some reason after receiving them I did a search online about this food. I noticed that there were a lot of complaints with dogs having stomach issues, even veterinarians were suggesting that this food may be the problem. I thought to myself that my dog is having these same issues so I went to return the food to my local Petco. Instead of Petco returning my money they gave me a Petco gift card. That would be fine but they didn't have the food that I wanted to try next such as Taste of the Wild. The only reason Petco gives you a gift card is to force you to keep your hard earned money in their store. I detest this action and wrote to their customer service where they were no help at all. In fact they kept getting what I was telling them wrong. Then after the third email I sent I never got a final resolution from them. I am done with Petco and I hope everyone who reads this understands that if you want your money back you will not get it. Down with this type of practice. I could see if it were over 30 days from purchase but this was the following day that I returned the dog food after receiving it. I guess I will have to buy $100 worth of dog chews now just to use the damn gift card. "

Rating 2/10

"WAY Over Priced, uneducated staff, unfriendly service and they never know how to process the rewards programs, they do not respond to emails or complaints.. The grooming is just unspeakable. How irresponsible can one be - leaving a dog in the dryer? Allowing animals to die in cages? Having a dog escape out the back door and get killed?"

Rating 2/10

"I am about to complain about something I seen and have video documentation. It happened in the Minot ND, USA Petco. I watch a baby green iguan die. The worker said it was sleeping . So i asked if she could gently wake it for proof. She roller her eyes and tapped its head quite intensly into the glass. I knew it died when its mouth opened and its tounged was hanging she laughed and said heavy sleeper. Then I was a looking at a baby chinese water dragons enclosure where i seen it floating in a pool of water.. then I heard one lady worker tell another worker to move it around becaue people are looking. So the worker pushed me back and positioned the dead dragon beside the glass. I video-ed it because it was horrible ... Like seriously?? Take them out into the back room instead of displaying them.. It sickened the hell outta me! Please hire people who dont just need the minimum wage $$ .. hire people who love animals and want to work with them!"

Rating 6/10

"I'm sorry if this is overly negative but I have repeatedly had issues with you website and had no choice but to shop in-store only. I really like the local Petco here and never had issues with the store or staff. The local petco store is amazing but not there website. As a regular customer and a family that spends hundreds of dollars at your store on a monthly basis I hope to be treated better in future. I have attempted to order from your website 4-5 times in the past few months, each time I added items to my cart but never ending up purchasing them for the following reasons: ERRORS, errors, errors on your website. I've tried to apply currant coupon/promo codes none of which ever worked (errors allows occurred). Free shipping did not work, % off never works, sometimes my Pecto Pals Rewards points don't/won't apply due to errors on your webpage. Then there is the payment issues... I've repeatedly saved my information and everytime it goes back to old card information, everytime I re-enter my information every single time I try to order from your website....this is annoying and ridiculous. I have contacted your customer service, I tried online without response, so then I tried the suggested phone #, repeatedly calling the customer service number and no one picked up....after being frustrated I emailed customer service and finally received a response that was to late to help me order online. I have tried to load my $5 rewards dollars to my card and everytime it fails to work...so my only option is to print them and use them in-store only or lose them. The Local Petco management & staff are all very nice & I've never had problems with them, have honored all coupons, points and will try to fix any problem they can, very knowledgeable and always helpful."

Rating 2/10

"Nothing but problems with their website and very poor customer service including long wait times if you have to call in. Could not even remove my email address from their mailing list without a problem."

Rating 2/10

"First, I had problems with petco.com website: re-directs, lack of confirmation, promo codes, etc. When I placed an order, there was no confirmation and nothing in my account to confirm so I called. I was told no orders were placed. Five hours later I received confirmation of two orders. I called and was reassured they had been canceled. The next day I received two emails that TWO orders had been shipped. I called. They said they couldn't do anything about it. Meanwhile, I ordered from another company that immediately shipped with no problems. Now I'm getting over $160 of food for an elderly, ill dog, and my only option is to return it to a store over 30 miles away? As a precaution, I contacted VISA to make sure no more orders are charged to my card. Maybe the website is incredibly slow and the mistake(s) was not intentional, but the service is unacceptable. "

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