PETCO Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about PETCO customer service, archive #1. It includes a selection of 20 issue(s) reported January 3, 2016 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I purchased a fish from your Mansfield MA store that turned out to be sick. The employee mentioned they couldn't provide a price for the fish should I choose to save it. Despite this, I decided to buy it for $15. I am seeking clarification on whether the price is negotiable or if a refund is possible. I felt hesitant paying $15 for a fish in this condition. The fish is a half-moon double tail male displaying swim bladder issues and severe fin rot.
Reported by GetHuman-srdelve on Sunday, January 3, 2016 7:27 PM
Every time we request a telephone number, we are given conflicting information. The HR assistance is outsourced to call centers in India and the Philippines. The representatives struggle with English proficiency and are unfamiliar with Cobra insurance. Eventually, we obtained the contact details for the third-party administrator handling Cobra accounts. Unfortunately, they are unable to assist until Petco instructs them to proceed after receiving the necessary paperwork from HR in the USA. We have been unsuccessful in obtaining a direct number for HR in the US.
Reported by GetHuman-londa_sm on Tuesday, May 10, 2016 10:58 AM
I have been purchasing Well&Good Digestive Enzymes & Probiotics for the past ten years. Recently, there has been a significant price increase which has made it challenging for me to afford, as I buy for multiple dogs and also give bottles to those who adopt my fosters. Additionally, I had to switch to a different pet food supplier because you no longer carry my preferred brand of dog food. This change is disappointing as I have been a loyal Petco customer for their prices and product variety. However, I must now look for an alternative source due to my involvement with rescuing and fostering up to five dogs at a time. I hope my feedback is taken into consideration. Thank you for your attention.
Reported by GetHuman660063 on Sunday, May 6, 2018 12:37 AM
Security Concern: On Friday night, May 4, [redacted], around 8:30 pm, I visited the Petco in Montrose, Colorado with my granddaughter to emboss name tags for our dogs. While at the machine near the office, I noticed the employee had propped the office door open with a tool box. The employee, preoccupied with counting cash, left the safe door wide open without acknowledging the security risk posed by the open door. With no other customers around, except for my grandchildren, and only one other employee visible in the back of the store, this setup left the store vulnerable to potential robbery. It's essential for employees to be vigilant in ensuring the security and safety of the store to prevent any incidents in the future.
Reported by GetHuman-lorainet on Tuesday, May 8, 2018 4:49 AM
My 20-year-old daughter has owned fish for over three years. She bought supplies from Petco to set up her tank. However, when she visited the Levittown NY store, a saleswoman refused to sell her fish, claiming she was not comfortable doing so. Despite my daughter's experience, the saleswoman insisted the tank needed to cycle for over three weeks. This treatment left me feeling disgusted. My daughter is close to completing her bachelor's in hydrology and is more than capable of caring for a fish tank. I am disappointed by how she was treated and question if this is standard practice at Petco.
Reported by GetHuman679354 on Saturday, May 12, 2018 11:28 PM
On June 3rd, [redacted], I visited the Alexandria, LA Petco #[redacted] to purchase a Seresto collar using a $20 coupon from Petco. When I inquired about the price, the clerk informed me it was $69.99. I requested a price match which required manager approval. Despite waiting for at least 15 minutes for the manager, there was a delay as the employee had to locate her. The manager mentioned a new rule stating the coupon couldn't be combined with the price match, even though the coupon didn't specify this restriction. She then mentioned the collar cost $79.99, suggesting a price increase. It would have been helpful if the coupon had included this new rule to inform customers in advance. The coupon was valid for in-store purchases only, but the inconvenience of the situation made me reconsider buying online, especially since the Alexandria store is far from my location.
Reported by GetHuman-dreamyj on Monday, June 4, 2018 4:36 PM
I had a negative experience with the animal care representative, Jessica, at store [redacted]. She was rude and unprofessional. Jessica did not allow me to clearly see the crested geckos to choose one. When I tried to point out the gecko I wanted, she pushed my hand away, insisting she would handle them. She did not show me the geckos to confirm my choice and picked one up by pinching its back inappropriately. As an experienced crested gecko owner and breeder with knowledge in customer service, I found her behavior unacceptable. Jessica needs training in both animal handling and customer service. My interaction with her today left me very dissatisfied and offended.
Reported by GetHuman-dragonha on Friday, June 8, 2018 4:40 PM
Thank you for your help in finding pet supplies online. I'm retired and prefer the convenience of delivery. With five cats and a move to a bigger home, I need more cat supplies. I recently received a delivery of four bags of Blue Buffalo cat food, but the box was severely damaged. The poor packaging led to the box splitting open. I believe the packaging was not sturdy enough to hold the weight of the items. In the past, I ordered from Chewy, where items arrived intact, with two bags per robust box. Due to this experience, I plan to switch all my pet supply purchases to Chewy in the future. The $4 rebate from Ebates is not enough to compensate for the unacceptable shipping methods employed by the current supplier. Thank you for your attention to this matter.
Reported by GetHuman-roniyz on Tuesday, July 24, 2018 12:04 AM
Hello, I recently purchased an orthopedic memory foam dog bed which I was quite excited about. Unfortunately, when it arrived, there was a small rip in the bed. I didn't think much of it initially since it was going inside my dog's crate. However, after only twenty minutes of use, my dog found the rip and destroyed the whole bed. I wish I had contacted PETCO sooner to address the issue before my dog completely ruined the brand new bed. My order number is #[redacted]8, and the item number is #[redacted]. I hope there is a solution available to resolve this situation. Thank you.
Reported by GetHuman-beataax on Wednesday, July 25, 2018 4:03 PM
I believe there is a fairness issue at Petco located at [redacted] University Blvd, Suffolk, VA. I have observed varying treatment towards an exceptional worker named Anesta. She consistently provides outstanding customer service with manners and respect, yet seems underappreciated by her managers. When she is not working, I often notice delays at the front counter, which is quickly resolved when she is present. Anesta's dedication and positive attitude make her an asset to the store. Despite being loved by customers, she appears to receive fewer hours and recognition than she deserves. I am concerned about potential discrimination and favoritism towards her. I am reaching out anonymously to raise awareness of this issue and request that action be taken to ensure she is treated fairly. Many customers, including myself, value her hard work and believe she should be recognized and given appropriate hours.
Reported by GetHuman993877 on Wednesday, August 15, 2018 8:09 AM
I recently visited Petco and bought three items. When I got home, I realized they forgot to give me my wet food. I had to drive back 15 minutes. When I informed the cashier, who initially denied it, they found the missing item and handed it to me. The customer service was not up to par, and I was disappointed. This incident, coupled with two previous issues, has made me decide not to return to Petco in the future.
Reported by GetHuman997246 on Wednesday, August 15, 2018 11:45 PM
On 8/14, I placed a larger order with order #[redacted]2_1. Unfortunately, I received another customer's order instead of mine. I received everything except for half of the items. I was supposed to get 4 red barn peanut butter bully slices, 8 pet botanics training rewards beef flavor 20oz, 2 red barn bully slices, and 2 natural balance lit sweet potato and Venison, but I ended up with two bags of Blue Buffalo grain-free duck recipe 10 oz bags. I have photos and can provide any additional information needed. I would appreciate it if I could receive the correct items I ordered and I am willing to return the items I received in error promptly. Thank you.
Reported by GetHuman-jziennke on Monday, August 20, 2018 2:26 PM
On 8/14, I placed a larger order with order #[redacted]2_1. Unfortunately, upon receiving my delivery, I realized I was given the wrong items. I received two bags of Blue Buffalo grain-free duck recipe 10 oz bags instead of my order which included 4 red barn peanut butter bully slices, 8 pet botanics training rewards beef flavor 20oz, 2 red barn bully slices, and 2 natural balance lit sweet potato and Venison. While the invoice was correct, the contents did not match what I was expecting. I am willing to provide any necessary documentation, such as photos, to rectify this issue. I would appreciate receiving the correct items or instructions on how to return the incorrect shipment. Thank you for your assistance.
Reported by GetHuman-jziennke on Monday, August 20, 2018 2:58 PM
I regularly take my dog to Petco for deshedding. I have used their service in CA and now in NY. However, during my last visit, I was disappointed with the result. My dog came back still shedding excessively, as if she hadn't been brushed at all. Normally, the treatment has worked well for my dog, but this time was different. Additionally, the appointment was shorter than usual, making me think it wasn't done thoroughly. Although I usually don't complain, considering the $90 cost and the time spent brushing my dog again at home, I felt compelled to share my feedback.
Reported by GetHuman-ktemidis on Tuesday, August 21, 2018 6:24 PM
I wanted to recount my experience at the Stuart FL store during puppy playtime today. I brought my 5-month-old Chorkie, and we met with Emily. Initially, everything was going well with my puppy and a pom playing together. However, when two bulldogs arrived with another lady, things changed. The bulldogs made my puppy anxious, and he was cornered, prompting Emily to ask me to take my dog out. Despite complying, I was not allowed to return him to the play area but instead asked to walk around the store. I felt this response was unfair. As I had planned to enroll my puppy in a training class, this experience has deterred me. I believe the handling of the situation was improper. Additionally, when Emily left the play area, she closed the door with my puppy trying to follow her, narrowly avoiding an injury. Others witnessed this incident as well. I hope this feedback prevents such situations in the future for other customers and puppies.
Reported by GetHuman1039818 on Sunday, August 26, 2018 11:32 PM
I recently tried to redeem my coupons at PETCO for free dog treats and litter, but was told they are no longer accepting them due to fraud. As a loyal rewards member who received the coupons legitimately, I am disappointed. It seems unfair that even though the coupons were accepted before, I missed out due to work commitments. This experience has made me reconsider my preference for PETCO over Petsmart. While the cashier was polite, I am frustrated with the situation. Real rewards members like myself should not be penalized, and I believe I should still be able to redeem my items. PETCO, this situation is disappointing.
Reported by GetHuman1062543 on Friday, August 31, 2018 11:17 PM
I recently purchased a female panther chameleon from your store and unfortunately, she has burn marks or fungus/cysts. I've learned that female chameleons have a shorter lifespan and lack the vibrant colors that make this species desirable. It's disappointing that for the price range of $[redacted]-$[redacted], you are unable to provide information on the chameleon's sex, breed, or origin. I am concerned about the health of my chameleon as she is shedding excessively and may not survive if I return her. The lack of transparency and quality service is disheartening, especially considering the investment. I have attached images of her when she was settled at home. I feel conflicted about keeping another ill animal or returning her to uncertain circumstances. As someone who works in retail, I believe in meeting customer preferences promptly or providing suitable alternatives. Your "get what you get" approach suggests these chameleons may be of subpar quality.
Reported by GetHuman-antfish on Tuesday, September 11, 2018 10:51 PM
Last night, my family and I stopped by the Petco on 124th and Capitol in Wisconsin. Upon entering, we were hit with a strong smell of cat urine. Initially, I thought it might be due to an accident. As we approached the cats available for adoption, we were saddened by what we saw. Two orange cats in the upper display had a litter box that seemed neglected, giving off a smell that implied it had not been cleaned in days, possibly even a week. The cats seemed neglected and starved for attention. Their desperation for interaction was evident, and it was heart-wrenching to witness. I talked to the cashier, offering to clean their cage. Despite my insistence, she declined, mentioning that she would attend to it after closing to avoid getting into trouble with her manager. It was difficult for me to walk away, leaving the cats in such conditions, with only a vague assurance from the cashier. Being an advocate for shelter animals, I urge the store to ensure these cats receive proper care and living conditions that reflect their well-being.
Reported by GetHuman-brittnyg on Sunday, September 16, 2018 4:32 AM
I purchased a 5-gallon tank online which arrived damaged. After contacting customer service, I was offered a refund but have yet to receive any confirmation despite following up with three emails. I had to take time off work to return the tank to the store and exchange it for a new one, which cost me an additional $21. I am extremely disappointed with the lack of service and the inconvenience caused. My order number is [redacted]8, and I have all the necessary receipts. I have made multiple attempts to resolve this through email as I have difficulty with phone calls due to hearing issues. Please provide me with a full refund promptly and acknowledge my emails. Thank you.
Reported by GetHuman-bradsumn on Tuesday, September 18, 2018 2:57 PM
While at Petco in Beaumont, Texas today, I was training my five-month-old lab puppy, who is training to be a service dog. During my visit, I purchased dog treats, three large cookies, and a cow hock. While I was training my puppy to navigate the aisles, I encountered a concerning incident. Another customer's unleashed dog nearly attacked my puppy while it was sitting obediently next to me. Despite this, the owners were not asked to leave, and the employee who witnessed the incident did not take action. The employee seemed preoccupied elsewhere, overlooking safety concerns with the other dog. Feeling uncomfortable and flustered by the situation, I decided to quickly purchase the items in my hand and leave without looking at leads as I had initially planned. I kindly ask that Petco's employees enforce the leash rule displayed on the door more diligently to ensure the safety of all customers and their pets. As a loyal Petco customer, I believe it's important for such rules to be consistently upheld, especially in consideration of my puppy's crucial socialization period for service work. Thank you for your attention to this matter. Warm regards,
Reported by GetHuman1185877 on Sunday, September 23, 2018 2:11 AM

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