Petco sells anything you need for your dog, cat, bird, reptile or other small pet. Products include food, treats, toys, supplies and medicine. You can purchase pet products or refill prescriptions online or at any Petco location. Veterinary and grooming services are available at select locations.
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Somehow I got charged online for 2 bags of dog food that was in process to be shipped to me. I only have 1 dog So I called them to say I can’t use all that dog food. They can’t stop the delivery so I had to pay and now wait to receive 60 lbs of dog food for one dog. Don’t ever order online from Petco because they have a repeat delivery that is checked off and that’s how this all happened. I will never shop with them again!!!
I always shopped at PetSmart and I recently switched over to Petco when I was shopping online for cat products and noticed their amazing prices! They have great deals and sales, as well as a loyalty program that is very easy to use and keep track of. They have amazing customer service representatives who are always friendly, polite, and cheerful! They are quick to answer the phone as well. Recently, I placed a pickup in store order for something at Petco. Unfortunately, they cancelled my pickup in store order because the product was out of stock but they then emailed me and offered to ship the product to me for free, with an additional discount! So I ended up getting my product shipped to me for even cheaper than I was expecting with in store pickup. Great experience!
If you buy online please make sure prices are the same when you choose them and in the receipt, as they do change them and you end up paying more than you thought, customer service won't admit this, I talked to a representative and she first told to just rest assured, they didn't overcharge me, ok so we just have to trust them. I went on to point out where the overcharge was and she didn't seem to know basic math. In the end she just took out the discount I received and voila.
I asked why did she do that and she said it didn't apply to a particular item I bought, I told her to please look at the receipt she had just send to me through email, the discount was there for that particular item. At this point she was just making up stuff, I got so frustrated I just stopped the conversation. Not to mention I ordered frozen mice and they arrived without ice so they were all thawing when I opened the box, even though it didn't sit outside at all I grabbed it as soon as it arrived.
The dog bed/crate mat I received is shorter and less wide than was listed in the online description. The information about returns/exchanges that is on the website is a mish-mash of a write-up that seems intended to confuse customers. I am expected to pay return shipping - for a $6 item it's not worth my time. The closest store is 44 miles away in Janesville so a store return is not worth my time either. The toys I received through an online purchase are fine. The online and phone customer service are so sub-standard, especially compared to the experiences I have had returning items to CHEWY.com and PetSmart online, I will never waste my time with PetCo again.
I had a positive experience in the Orem store last Christmas. I am now high risk COVID-19 senior so I ordered online nail clippers for my tiny dog. When they came they are too big for her tiny toenails and it would not work. I called to return them and was told I had to take them to a store, they would not pick up. Then after 20 + minutes the CS person came back and said she got approval for them to be picked up because of my circumstances.
She specifically told me they would be picked up on Monday. They have still not been picked up at 5 on Tuesday so I called back. I was told after waiting on the phone for 30 minutes, the first girl lied to me and she did not get approval and they would not pick them up. Stick with AMAZON for online purchases. They pick up at your door if you have to return something. These clippers were not designed for such tiny dogs, she is 5 pounds. They might work for bigger ones but don't take the chance unless you can deal with no customer service or can take it back to a store. I am out almost $30 for something I can't return and can't use.
I ordered HomeoPet worm clear medicine from them & paid extra for next day because at check out it gave me the delivery date of Tuesday but it had the option of paying a little extra for next day instead of waiting for delivery on Tuesday, so the extra fee for next day so that I could get it on Monday (today). I got my confirmation email & says delivery for the original day of Tuesday. So I called customer service/support & explained my problem & asked for a refund of just the amount that I paid extra for next day delivery. Petco.com customer service would not help me & would not listen to me & refused to give me a refund on the amount that I paid extra. They double talked me & over talked me & refused to listen to anything that I had to say.
They are kinda rude & have no compassion or customer skills & really don't care about their customers at all. They just want the money that they can steal & gouge out of their customers. They are even rude in the store locations too. Customers don't matter to Petco.com or Petco stores. This company just want to line their pockets with the money that they steal by not refunding or making things right with their customers. I have never had any issues with PetSmart at any time. They treat their customers like we are known by them & they have always made things right with me so far.
I don't recommend Petco.com or Petco stores. All I asked for was a refund on an over payment for a product that was not going to be received next day like I paid for but is coming on the day that was the original day of delivery on the website for my order. So I am paying over the cost of what the product would be because they refuse to make this right & refund the extra $. My product was only going to be $ 11.79 but the next day fee made it way higher. The $ 11.79 is including the shipping without the next day delivery fee if I got it on the original day of Tuesday which is when it will still be coming by the way, but I saw they offered next day so I paid for that next day delivery. The next day delivery fee was over $14.00 & I'm not even getting my order next day like I paid for. Don't patron this company or business. They will cheat you & not make it right. You are nothing to them.
I have had nothing but problem with Petco online services when it comes to ordering the needed meds for my dog. Their auto reorder had issues when my CC expired and they could not advise only recommend that I cancel and restart the order. This creates a new process when coming to drugs that require vet approval. A new Script even when you have numerous refills on file with the old script. When you call Customer Support since they are not in the US they do not understand what you are claiming and thus only know how to read a script. In the end they attempted to charge me almost double what they quoted me for the simply refill. I still do not know if I will get them in a timely manner or what, but I do know I need to go to my local vet and pay for a refill to be safe. Sometimes saving money is not worth the headaches is the lesson I learned here. I will not be using Petco for anything based on this experience.
Recently we relocated from Florida to Rochester, NH. I made an appointment for our Poodle to be groomed. I was assured they knew how to do a standard Poodle cut. NOT! I was in shock and awe when I picked him up, WHAT A HOT MESS. Suffice it to say they do not know how to groom a Poodle. I will NEVER shop at this store again. Never. And there is some type of growth forming now on his nose since that day. It is obvious these people are not trained in anything except how to lie to you. If you don't know what a standard poodle cut is, at the very least have the honesty, decency and integrity to state that to your customer.
My husband placed an online order May 25th for dog food and a mistake was made due to a glitch on the website and the wrong dog food was ordered so my husband called immediately to have them fix it. The rep wouldn't help me saying it was too late. The order already went to the shipping department and they couldn't do anything about it. My hubby asked for the manager and they escalated the call and he spoke to Lisa who pretty much said the same thing and also said she could cancel the order but it's not a guarantee it would be stopped and couldn't guarantee a refund. She offered no solutions and basically told us it's too late when we called no more than 5 mins after the original order was made.
I was angry at her poor customer service and shinning on my husband and said there's nothing they can do so I called and had them escalate the call and spoke with Phoenix and she said almost the same thing but suggested a few options on how we can fix it and offered a free bag of food for the inconvenience. I let her know my husband was on the phone with Lisa trying to get help. Phoenix spoke with Lisa and told her to adjust the order to the correct bag of food and NOT cancel the order and to send us a free bag for free for the inconvenience. My hubby continued the call with Lisa and I ended my call with the other rep now that the order was supposed to be fixed.
We were told it was going to be $** dollars and we'd get a free bag. We got over charged and we got the free bag. My hubby called around 3 different times wondering what's going on and again no help, no solutions, and being put on hold for over 1.5hrs collectively for all 3 calls. All were escalated or was told a senior rep would call back and that never happened. Finally he spoke with someone and was told they would refund the difference for the overcharged (and we still think we're waiting on the 3 bags of dog food we ordered.)
Days later he sees they refunded all the money. He tried several more times after that to find out what's going on, we got the free bag of dog food and were wondering where the 3 bags are and why did they refunded us the whole amount. No one could give him a straight answer and they would put him on hold or told he'd get a call back. He's still waiting for anyone of those call back. So I start calling cause we're running out of dog food AND ALL WE WANTED WAS OUR ORDER. I got the same treatment. And everytime I call no one can give me a STRAIGHT answer or I have to hold so they can review their notes or even worse customer service told I have to hold so they can write their notes when nothing has been resolved and now there just wasting my time. I've gotten hung up one while on hold for several min and no one called me back.
I started taking the names of people I spoke with. Jason lied to me and said, "Your order will arrive tonight," per the tracking info he was looking at. That was on June 1st. He gave me a tracking that doesn't exists and NO delivery was made. I would ask for the reps' names and to spell it and I would be ignored hung up on or refused. I was told several times I couldn't speak with a manager or that I was speaking to someone in the cooperate office. I've spoken with Phoenix, Lisa, Wenty, Lynn, Jason, Yzett, Michaela, Miaty and a few more. I didn't get their names. I was continually put on hold, told someone would call me back (I'm still waiting for those calls) I'd be passed around, lied to, and never get any help or resolution.
THE REPS WERE MORE CONCERNED ABOUT WRITING THERE NOTES THEN HELPING ME WITH MY ORDER. Someone had canceled my order instead of refunding the difference like I mentioned in the beginning they refunded the whole order, never made a new one and sent us the free bag. Now it's been a few weeks and the price of dog food went up and I wanted my order at the price it was when I ordered it.. Not the new more expensive prices,, it wasn't my fault a Petco employee canceled my order and I shouldn't have to pay that price, especially when both my husband and I have been calling asking what's going on and no one could tell me the truth.
June 6th, after speaking with another horrible rep I got transferred to Lynn and had to explain everything for the hundredth time. She told me she would put in the order for the original price and she gave us a credit on a future order. I set up auto monthly to get a discount and gave our credit card info and we're charged the next day. Lynn said we would be every 7th of the month. I COULDN'T BELIEVE IT! It was that simple and going on 3 weeks now of lies and boom just like that I got the resolution and help I needed. Or so I thought… It's now the Jund 18 and still NO DOG FOOD. I want to pull out my hair. This is RIDICULOUS!
For almost a week the tracking info said ready to ship. I again called and spoke with someone that said it would arrive tonight by 9pm. I was charged on the 7th and I have to wait till the 18th for an order I originally put in May 25th. And all the b.s. I put up with, time ice spent..wasted trying to find out what's going on and where's my food. The worst experience ever! Words don't even describe how angry I am. I hope the dog food shows up tonight like they said it would...but I won't hold my breath.
Over one month ago, I ordered a recurring delivery of three cases of prescription dog food per month, from Petco. After waiting and finally picking up extra cases of food from my vet, Petco sent me an email saying my order was cancelled. I emailed back and said I would not do business with them again, and that I would order the food from a different company. One month later, Petco emailed me saying my order had been shipped. I called to remind them they had cancelled my order and I was now on my second delivery from a different company. They said my order had only been cancelled for one month, so I reiterated that my order was to be cancelled permanently.
When their delivery showed up on my porch, I called my local Petco and explained I am in the high risk group for Covid-19 and asked to return the shipment via curbside drop off. They told me to call customer service to arrange for UPS pick up. Customer service said I could go to UPS and pay to return the dog food to them. Next I called an operator at corporate headquarters, who said she would relay my message to a corporate manager and I would be hearing back shortly. I have not heard back. Dealing with Petco is frustrating at best. I have now enlisted the help of the BBB.
Purchased a guinea pigs 5/22 from Petco in Bartlett. She was sold to us with an eye infection. Called the store as we were still well within the 30 days of the “pet guarantee” and was told by the store manager to just sell the pet back to the store. Which is not stated on the companion animal purchase card. My child has gained an attachment to this pet and does not want to lose her. Store gives no other option to assist with the infection. Please be aware of purchasing animals from Petco as they do not care about their customers. I was just offered a refund for the pet and no apology for selling me a pet with an infection. Plus all the money spent on the pet with them. No way to do business. Corporate was no help either. Go to Petsmart. I am now having to pay more money out of pocket to have the guinea pig treated on my own. Thanks Petco.
Curbside pickup did not answer our calls from our cell in the car to come out. I went inside, employees not wearing masks. Employees were incompetent and rude. Did not offer to carry heavy item (cat litter) outside for us!
I always have loved the store Petco in Commack NY. Everyone is usually very nice. However one day I was having a really bad day and I was giving some attitude. The girl who was helping me, Mikayla, was so kind and patient. I even accidentally raised my voice and she still kept calm and found everything I needed. I even had to go back to the store that same day because I forgot something and she helped me right away. She was a sweetheart. She even spoke Spanish which helped greatly when I didn’t know some of the English words. She definitely will be who I look for the next time I come in.
I purchased a cat tree from Petco. It was the 72" Go Pet Club with condos. I didn't have it put up for a full day and my cat got her claw caught underneath the screw that holds it together. The screws are rather large and don't fit flush. She tore her ligament in her leg in half. It required surgery that cost me over $1000.00. She is still recovering and confined in a room until she heals completely. I notified Petco of the problem in hopes that they could stop production or find some way of keeping this from happening to other cats. They don't seem to be too concerned about it but if I can save at least one pet owner and their pet from this it will be worth it. Please be aware of the danger.
I have had the worse experience ordering some cases of cat food for delivery from Petco EVER. I ordered 6 cases, but the shipment was split into 3, which would be fine, but I have only received 1/2 of my order. I contacted Petco 3 times to obtain a credit for the cat food not received and was given the run around all 3 times. Finally the last time I was told that I would receive a credit, and made sure I copied the conversation for proof. Yet, I STILL do not have the credit I deserve for the cat food I did not receive. The other thing that bothers me about the whole order is that my card was charge for the whole order all at once and not just the portions that were actually shipping like Amazon does. I am extremely frustrated at this point with Petco and will never be using their online order/delivery service again.
Trying to get my pet’s prescription refilled has been a nightmare. After several weeks of numerous phone calls, I have not been able to get my pet’s prescription refilled. Charged for unfilled orders.
I tried for over a week to order vet-prescribed kidney care dogfood through Petco online. I placed the order, and emailed the required vet prescription on same day. A week later, the order is still on hold because Petco is waiting for a vet callback. I told them three times the vet will not respond because of other urgent matters in the pandemic. That is why the vet gave me a written prescription. Petco advertises to send prescriptions to email@example.com, and I have now done that three times. They still will not fill my order. Petco doesn't care about sick animals.
I ordered online with 35% first order and free shipping during stay at home order. When I was transferred to Paypal site and then back it didn't apply discounts, and my card was charged nearly $50 more. Tried a live chat and they were unavailable. Called the customer service number and waited an extraordinarily long time to talk with a representative. When I did get one it was a call center and he spoke broken English. I explained my issue and he said he couldn't apply discount. He said the first part had shipped. I could refuse the order (which I couldn't be available at home to do so), I could ship it back at my expense, or he offered me $20 in coupons. I said I'll accept the first item but cancel the remaining item. He said he could do this and repeated everything back word for word. He would refund my card. This process took close to an hour.
I then received an email that the next item shipped and no refund. Again I spent 56 minutes on the phone, with someone in Philippines that was in training and didn't speak good English and didn't have an identification number. She was unable to stop or refund the order...that I had already done. I asked for her to look at previous conversation that was supposedly recorded for training purposes...No record. Less than acceptable training and customer service. Lost my repeat order and business.
I ordered clipper combs online for curbside delivery after researching to make sure they would fit my new clippers. Got them home, they are too narrow and do NOT fit the clipper. Placed back in case and brought back to Petco for an exchange to get larger size (if in stock) or to get a refund. They refused to do it. Said it was related to pandemic. Last I checked, being a healthcare provider, pet supplies aren’t a source of COVID-19. I could MAYBE make a case for not returning pet food, but not for plastic encased, obviously unused clipper combs. It should’ve been published online when ordering, and in store.
Sale price pop up while reading a Google article. I ordered at sale price a dog bed plus added dog treats on sale to qualify for free shipping. Next day email confirmation of order, everything billed at regular price. This is the 2nd time this happened. Cancelled order and will never order online from Petco again. Fraudulent.
Due to the Covid19 I was ordering online for home delivery. THEY messed up SO BAD - I now have NICE boxes of water fountain filers (3 ea to a box) and called twice AND the corporate office. Orders were supposed to be cancelled and charges reimbursed - they were NOT and now I'm getting another delivery tomorrow!!!! Called the corp office and he conveniently couldn't hear me and asked for my number to call me back which of course never happened! DO NOT DEAL WITH THIS COMPANY - it is NOT US OWNED and BADLY RUN BY IDIOTS.
We have recently purchased a bag of "Whole Hearted" dog food from Petco in Tucson, AZ. We purchased the dog food on April 4. Since switching our dog to this food, she has been throwing up and suffering from loose stool -- on a daily basis! It has been 10 days, but these issues have not subsided. Contacted the Petco store, and they mentioned that I could bring the dog food back for a refund. I explained that I no longer have the packaging (we put the dry food into a large plastic bin for storage). They said it would be okay with a valid receipt. I did not have the physical receipt, but I had the receipt number, store number, purchase date, and the amount. Purchase was linked to my Petco rewards account. They refused to take the food. Compare this disappointing service to Chewy.com's service. With Chewy, I was allowed to receive the refund without sending the food back. I would be told to donate the food or discard it if it went bad! Not happy...
My cat had kidney disease and can only eat special k/d cat food. I have it on repeat delivery from Petco to be sure I always have it. For my last delivery, I received the notice that it was being processed, but then Petco never sent it! I looked up my account on their website and saw that the delivery was backordered, but Petco never notified me. When I called, they just kept saying that they had 14 days for a back order. It took an hour on the phone with a representative whose English was terrible to finally get them to understand that I needed some form of the k/d food (any flavor!) right away and eventually got an order placed. Even then they don't have prescription food set up with refills, so every order needs to get Vet approval. And since it needs vet approval, I couldn't even pay for expedited shipping. All in all, not a good service for sick animals!
I signed up for repeat delivery for a medication for my pet on their website. By the second month, I had found the same medication for repeat delivery for much cheaper at another website that was listed on Petco's website as one that they price match. I called customer service and, after waiting FORTY FIVE MINUTES, was told they don't do price match if you're on repeat delivery (even though it says "price match guarantee" ON the repeat delivery page). So I said ok, I'll cancel repeat delivery and do a one time purchase with the price match, because even paying for shipping it would come out cheaper.
The lady said she needed to "check with her manager" for something and put me on hold again for another 10 min... just to then hang up on me. I got the strong vibe they just try everything they can to not honor their price match "guarantee" they put on their website. I cancelled my order and got repeat delivery with the other website, whose customer service was leagues better than Petco's. Two stars only because I got the first month of my medication for a discount (which was still more expensive than other websites anyway).
I had ordered dog food and I had contact them about it, I got no response at all. Very bad communicate and no email when it's coming in. I am still waiting for my dogs food. I will never buy from them again.
Ordered Prescription cat food from Petco. Sent the Vet information along with the order. The date the order was due to be received they sent me a notice that they cancelled the order because they were unable to contact the Vet office. They said they Faxed x 2 and called once. They lied. My Los Angeles Vet facility was a 24/7 Emergency facility with full staffing. The place was an Animal Hospital with ICU. Always staffed. Always a Vet on duty. Always a Receptionist at the front desk. You could Fax or call anytime and get a reply.
Called Petco to see if I could fix the situation. Talked to a "Service Representative" then a Supervisor. Both equally useless saying "we are sorry but nothing we can do". I asked if I could e-mail the prescription and have the order immediately sent out. They said no I could e-mail the Prescription but I would have to start the order process over again....of course they were "sorry" for the inconvenience. Never again!!!! Mail order from Petco is a disaster.
Ordered online to be picked up at store (the Petco located at Missouri and Westwood). Payment for order was to include $5.00 rewards credit. When I went to pick up the order 3 cans were missing and I was told that the store did not have them in stock- I asked about credit and was told that it would be on my credit card. IT ISNT!!!! Not only that, I was given a rewards credit of $3.60 - not $5.00 as indicated on my order.... so basically you have screwed me out of almost 4.00 on my credit card and another $1.40 on my rewards. This is really crappy service and I will copy and paste this for reviews. Wish there were a zero-star rating....
Petco is deliberately dishonest on their online item descriptions. Petco.com and Petco's eBay store both advertise Fluker's Castle Crib Reptile Hideaway, Large as being gray in color. Well, I already have two of those in pink (it's the only stupid color the physical Petco locations sell the item in), and I hate that color so I did NOT want another pink one. First, I tried to order from Petco.com. Despite clearly advertising the item in gray, I was told they could not ship me a gray one as "they only get what is sent to them" and they don't have any in gray. Next, I tried the eBay store. I asked them before I ordered the item if it would arrive in gray, and I was assured that it would. So I placed the order. I messaged them again after purchase to remind them that their ebay listing description said the item would be gray so I expected to receive one in that color.
A few days later, my box arrives and the item is PINK!!! Petco deliberately lied to me and I am PISSED! Why would I have paid $6.99 in shipping on eBay to get the same pink item I could have gotten from the local Petco and then got it same day for the exact same price and without paying the outrageous shipping?! More and more I hate Petco. I get nothing but poor customer service and incompetence from this store. I spend a lot of money per year at Petco and I deserve to get what I'm paying for!
Petco is the ultimate one-stop shop for quality products and services. The employees are extremely helpful, approachable, and friendly. And they know their products! I will continue to go there for all my fur-babies' needs.
Every time I go to Unleashed by PETCO the people are cheerful, friendly and helpful. I am a dog owner and a wheelchair user. The store is wheelchair accessible as well as the checkout. I used their puppy training which was excellent, very reasonably priced and my pup learned some dog manners LOL.
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