Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pet Store

Petco Animal Supplies Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Store.

Complaints

This profile includes complaints for Petco Animal Supplies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Petco Animal Supplies Inc has 1449 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Petco Animal Supplies Inc

      10850 Via Frontera San Diego, CA 92127-1705

    • Petco Animal Supplies Inc

      12800 Ventura Blvd Studio City, CA 91604

    • Petco Animal Supplies Inc

      17585 Colima Rd City Of Industry, CA 91748

    • Petco Animal Supplies Inc

      852 N Western Ave San Pedro, CA 90732

    • Petco Animal Supplies Inc

      2375 E 17th St Idaho Falls, ID 83404

    Customer Complaints Summary

    • 844 total complaints in the last 3 years.
    • 169 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/10/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ******** ******

       
      reeddespite good behavior and a positive report from the groomer. That is unacceptable and discriminatory. Breed-based prejudice perpetuated by a manager in a professional grooming setting is not only unprofessional but deeply concerning.I have called your customer service line six separate times in an effort to speak with a supervisor and file a complaint. Each time, I was told someone would follow up within 2448 hours. To date, over two weeks later, I have received no response, and the salon manager refuses to discuss the matter with me *********** minimum, I am requesting a full refund for the grooming service and a formal apology for the way this situation was handled. I also believe Petco should address and correct the biased decision-making allowed in its grooming facilities.

      Business Response

      Date: 05/19/2025

      Hi ******** ******,

      This communication is in response to your Better Business Bureau case # ********.

      Thank you for taking the time to share your experience, and I want to sincerely apologize for the distressing situation you and your dog have encountered at one of our grooming salons.

      We have previously asked our store leadership to reach out to you regarding this issue, and I believe you have already discussed the concerns. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our manager until it is resolved.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health + ***********

    • Initial Complaint

      Date:05/01/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The issue of terrible phone customer service agents should be addressed also. I realize they are based overseas, but that is no reason for them to be so rude to customers needing assistance. They should also honor requests to speak to  supervisors, and not abruptly disconnect calls. This type of behavior has occurred more than once . Maybe random quality control calls should be made from the corporate office to identify and remove these rude customer service agents

      Business Response

      Date: 05/08/2025

      Hi ****** ********,

      This communication is in response to your Better Business Bureau case # ********.

      We are very sorry to hear that you have not received the additional case of food from your past two orders. We understand how frustrating this must be, and we sincerely apologize for the inconvenience this has caused.

      To resolve this, we have filed a trace for the missing package to investigate further. Additionally, we have issued a refund for the lost cases of food from both orders. The refund should reflect on your account 5-10 business days after processing.

      We appreciate your patience as we work to resolve this issue.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health + Wellness CO


      Business Response

      Date: 05/13/2025

      Hi ******,

      This communication is in response to your rebuttal with Better Business Bureau case # ********. 

      We are truly sorry about your ongoing disappointment on the issue. We sincerely apologize for the frustration you've encountered.

      We completely understand your concerns about the quality of service you received. Please know that we are committed to providing respectful, efficient, and helpful support to all our customers, regardless of where our team is based. We will take your feedback seriously and work on improving our processes to ensure this doesnt happen again.


      Thank you again for contacting Petco.

      Sincerely,
      Petco - The Health +Wellness CO


      Customer Answer

      Date: 05/22/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ****** ********

       

    • Initial Complaint

      Date:04/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My dog has received grooming services from PetCo for 5 years now. Hes usually groomed at the ****** location. In February 2025 the ****** location was booked, I then scheduled with the ******************** location. When we arrived the groomer was rude. She called an hour later and asked for my pup to be picked up. She said he was uncomfortable. I scheduled an appointment with the ****** location April 19th, 25 for April 27th @ 2:15pm. At 9am the location called and said they would not see my pup due to notes in the system of him having hip pain and his p**** sticking out. PetCo has no policy that say the such, they have never informed me of any policy and further more hes been seen by their vet who has never mentioned any such issues. PetCo has been negligent because if this is the policy they have never provided it and have put my dog at risk. Furthermore PetCo request they must be informed of cancellation 48 hours in advance, I was not and it was an inconvenience. I have requested policies and any medical documents to move further with legal counsel.

      Business Response

      Date: 04/30/2025

      Hi ******* ****,

      This communication is in response to your Better Business Bureau case # ********.

      Thank you for taking the time to share your experience. Were sorry to hear about your recent experience at the ******************** and ****** locations, and we truly regret that the service you received did not meet your expectations or reflect the level of care we aim to provide. We have previously asked our manager to reach out to you regarding this issue, and I believe you have already discussed the concerns. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our manager until it is resolved.

      We appreciate your loyalty over the past five years and take this matter seriously.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health + Wellness CO


    • Initial Complaint

      Date:04/27/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ******* **********

       

      Business Response

      Date: 05/01/2025

      Hi ******* **********,

      This communication is in response to your Better Business Bureau case # ********.

      A copy of your complaint was shared with our ***** team to ensure that this will be addressed accordingly. We were advised they will reach out via their platform to resolve and they will be issuing a refund for the pending package services. To ensure a smoother and more direct communication, we will be directing all further communication regarding this matter through our ***** team until it is resolved.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:04/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was ordering dog food. The food I selected advertised 10% off $50+ when you buy online and pickup in store. The food was $74.98 so it should qualify. But upon checkout there was no discount. I did the customer service chat and they said some brands/products were excluded. But it does not show any exclusions on the page for the food that was showing the discount available. And there was no asterisk or anything showing any terms. It just said 10% off $50+ for pay online and pickup in store. I feel this is false advertising of a discount and very misleading to customers.

      Business Response

      Date: 04/30/2025

      Hi ******* *****,

      This communication is in response to your Better Business Bureau case # ********.

      Thank you for contacting us and sharing your experience. We sincerely apologize for the confusion regarding the 10% off promotion for online orders with in-store pickup.
      While the promotion does apply to qualifying orders over $50, some brands and products are excluded from this offer. We understand that these exclusions were not clearly communicated on the page you viewed, and we truly regret any frustration this caused. Your feedback has been shared with our team.

      Upon checking, one of our customer service applied a 10% discount to your recent order to honor the promotion as it appeared to you.

       Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health + Wellness CO


    • Initial Complaint

      Date:04/25/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Petco grooming in ****** on ************************** hurt my dog. They called me ********************************************************** to come back and pick up my dog Thunder. When I arrived I saw blood pouring out of my dogs nose and mouth. They informed me that they let my dog slam his face and head against a bath tub causing significant injuries to his nose and causing a tooth to crack. The blood was very significant and they were doing nothing to control this. My 10 yr old child had to witness all of this. This was traumatic for my dog and for my child due to Petcos negligence

      Business Response

      Date: 04/29/2025

      Hi ********* *****,

      This communication is in response to your Better Business Bureau case # ********.

      We are truly sorry to hear about the distressing experience that you, your dog Thunder, and your child went through at our ****** location. Its heartbreaking to hear that he was injured, and that your child had to witness such a traumatic event.

      We have reached out to the District Manager regarding this matter to ensure that this will be addressed accordingly. We were advised that he was in contact with you, and they are actively working on the case. They are currently completing a check request for reimbursement. To ensure a smoother and more direct communication, we will be directing all follow up regarding this matter through our district manager until it is resolved. We will also review this matter thoroughly to prevent such an incident from happening again.

      Again,I am so sorry for what you all experienced and thank you for your understanding.

      Sincerely,
      Petco - The Health + Wellness CO

    • Initial Complaint

      Date:04/22/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased the vital care subscription for my dog, as always cause I am a 5 yes long member, and took my dog to get his free nail clippings (it's part of thr subscription) and was turned away 3 different times saying they couldn't clip my dogs nnails! Out of the 5 years I have never had this issue! And when I called expressing my concerns I was offered a $4 refund

      Business Response

      Date: 04/25/2025

      Hi ********* ******,

      This communication is in response to your Better Business Bureau case # ********.

      We apologize for the inconvenience youve faced with the nail clipping service. We understand how disappointing it must be, especially after being a loyal member for five years.

      Regarding the refund, since rewards were used on your purchase, were unable to issue a full refund. However, as a one-time courtesy, a $4 partial refund has been processed, which should reflect in your account within 5-10 business days.

      We truly appreciate your loyalty to Petco, and were sorry for any frustration this situation has caused.

      Thank you for your patience and understanding.

      Sincerely,
      Petco - The Health + Wellness CO


    Petco Animal Supplies Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.