hidden surcharges
Hidden surcharges, I was charged $118 "surcharge" for $106 order.
suzanne treash
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Don't bother
They canceled a flea collar order that I was going to pick up at the store with no explanation. When I called I couldn't hear the representative because the background noise was so bad -other representatives. Then when I asked for a manager because I couldn't hear her and she was mumbling and talking over me. I waited another 5 minutes and then finally hung up. Never got my order. Never found out why. She also put me on hold without asking first 2x which is also annoying.
Tiff
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Confusing policy + poor explanation: “1 minute late” changed 3-year vs 1-year rabies
I booked a Vetco rabies appointment at Petco and followed the text instructions to check in by texting “3” when I arrived. My appointment time was 4:45 PM and I checked in at 4:46 PM. When I went inside, I was told my dog could not receive a 3-year rabies “because I was late,” and they would only do a 1-year.That explanation doesn’t make sense. The shot takes the same amount of time, and the texts never stated that being a minute late would change vaccine duration. If there’s a real rule (for example: 3-year requires a continuous rabies history, proof on-site, or the dog being current/not overdue), then that should be clearly communicated and explained accurately, not blamed on being “late by a minute.”This felt like a policy/record/eligibility issue that staff didn’t explain correctly, and it wasted time and trust. If your clinic has strict rules, please put them in the reminder texts/confirmation and train staff to explain the actual reason (eligibility/records/overdue status) instead of giving a timing excuse.
Jeff Woods
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Petco on the East Hill of Kent has…
Petco on the East Hill of Kent has totally lost all of my trust! My groomer, Alyce, however, was great! But I have an indoor dog that NEVER INTERACTS with any other dogs or animals. He’s had his rabies shot, but me being an elderly person, I misplaced the tag! However, my veterinarian sent proof of his rabies shot, but they wouldn’t accept it…after 3 years of grooming my dog! DO NOT TAKE YOUR DOG/CAT TO PETCO ON THE EAST HILL OF KENT! It’s ridiculous, after all the years my dog has gone there…to stop him from coming back because of a stupid tag! DO NOT GIVE THEM YOUR BUSINESS! They screw you over in the end!
Marie Trinidad
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Highly recommend
We go to Petco in Delafield, WI and have worked with two staff members now and both were extremely knowledgeable, helpful and nice! There is one young man that works there and he was very conscientious of our needs as well as people checking out (they seem short staffed). We went in for a hamster but he convinced us to get two gerbils instead...it's been the best decision and so grateful for his help!!
Sarah Williamson
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I ordered dog food for curbside…
I ordered dog food for curbside service. This is the second time I’ve used the app to let them know them I was there. Both times no one comes out with my order. I have to go into the store. Nothing on their end shows I was waiting. Please fix the system.
Member
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Excellent
From the moment I walked in the staff was extremely helpful and friendly.. the girl at the reception desk back at the veterinary hospital was extremely friendly and helpful and just a delight.. the veterinarian and her assistant were very professional and very friendly as well overall I had a really good experience here and I would definitely bring my cat back there.. they didn't try to get me to pay for things that I didn't need and they were really good with my cat I would absolutely come back
Cathleen Craig
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Georgetown Store
Georgetown Store: New, but really well managed. People are friendly, helpful, knowledgeable and know their products.Every visit has been successful, and pleasant. I have also used their vet services- great!
John
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The vital care rewards and store pick up discount a scam
The website constantly blocks my account cant load the vital care rewards they expire waiting for the it department to do their job. Countless times. Can't do store pick ups to get the discount when the system constantly blocks me. The savings they offer are scandalis not intended to actually utilize. Time to find a new petstore that actually allows customers to use the so called discount perks.
Stacey
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Did not contact vet. Had to call several times and then would not even confirm the vet contacted them.
Online chat is either an AI or illiterate. Did not contact vet even though I asked them to. Vet had to call them and sit on hold and talk to someone who barely spoke English but implied they needed to hear from me again. I asked for update and they could not even confirm vet called them. No apologies just deflection.
Caroline Stark
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DO NOT ORDER from PETCO.COM
DO NOT ORDER from PETCO.COM! I placed an order and it was delivered to the wrong address. I called and they were going to reship my order and then cancelled for no reason, no explanation and no refund- nothing. Then they said there was a problem with their system. I called and I’m offered essentially no resolution but to reorder and try to ship it again. At this point I’ve lost all belief in this company and its ability to complete an order. It’s been over a month of headaches, calls and waiting on hold for nothing. All for bird food that I never got. I’ll be taking my business elsewhere.
MELISSA DEBAUN
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What an awful experience buying from…
*FULL REFUND PLEASE* And thank you. Much appreciated What an awful experience buying from the PETCO app and dealing with customer service regarding my order. I made a simple order for 2 pairs of dog boots for my cockapoo, his little paws can’t take the cold cuz he’s a little fa€. Anyhoo. So I order the boots on Feb 3rd and received a notice that the order is shipping on Feb. 4th. It’s Feb. 6th, 2026 and the package has not yet been revived to ship. So I message them asking what the deal is and I get this reply: Hi Gregory, Greetings from Petco! Thank you for reaching out and sharing your feedback regarding your missing delivery. I am truly sorry to hear that you have not received order #171735091624542, and I understand how important it is to get these essentials to your pet without further delay.I want to assure you that we are committed to making this right immediately. To resolve this for you, please confirm whether you would prefer a full refund to your original payment method or a replacement shipment for the missing items.Once you let us know your choice, we will prioritize your request to ensure it is processed right away. I replied HUH? I just want the order I placed. Something needs to be shipped in order to be missing, I think. I get a email a few hours later that my order is shipping and Ontrac has the package, Ontrac has to be managed by a liberal trans freak with the way they operate, but anyway. Just a strange interaction with a PETCO customer “service” moron
Talan James
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Dalton rocks at Petco.
I had a wonderful experience with the staff at the Ridge Road West Petco. We stopped in to get advice about an aquarium issue we’d been struggling with for two months, and Dalton was incredibly helpful. He diagnosed the problem right away, explained everything clearly, and even made additional adjustments to our fish system. He was personable, knowledgeable, and genuinely enjoyable to talk with.At checkout, Amanda was just as pleasant. I watched her assist the customer ahead of us with patience and kindness, and she was equally friendly when it was our turn.Overall, the team made our visit easy and stress‑free. Their customer service was outstanding.
Wendy Distaffen
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Kennel came in broken
Kennel came in broken. I've contacted them several times and had my case escalated three times. They still have yet to refund or replace the item.
customer
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ASK IF NEW ORDER IS BEING SHIPPED…
ASK IF NEW ORDER IS BEING SHIPPED OVERNIGHT? NO RESPONSE. I ASK TO SPEAK TO A SUPERVISOR. NO RESPONSE. HE ENDS CHAT SESSION. I CALL PETCO CUSTOMER SERVICE, BRIEFLY DESCRIBE MY ISSUE & ASK TO SPEAK TO A MANAGER. AFTER 30+ MINUTES, I'M DISCONNECTED. I CALL AGAIN, AGAIN I'M DISCONNECTED. I CALL A 3RD TIME AND NOW TOLD "NO MANAGERS TO TRANSFER CALL TO" BYE, BYE PETCO. I'VE BEEN A LOYAL CUSTOMER FOR YEARS WITH 4 PUPPIES, YOUR LOSS
Chris
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: Dangerous Defective Outdoor Cat House, Overcharged, Injured Customer, Zero Accountability $180 scam
: Dangerous Defective Outdoor Cat House, Overcharged, Injured Customer, Zero AccountabilityI am writing this review to warn others about Petco.I purchased an insulated outdoor cat house from Petco for an outdoor cat. Not only was I overcharged by $45, but the product I received was completely defective and unsafe. The house arrived with sharp, jagged metal or plastic edges, to the point that I severely injured my hands while handling it. This is not a minor defect, it is a serious safety hazard.My cat will not go anywhere near this house. An animal instinctively avoids danger, and this product clearly signals danger. An outdoor insulated shelter is supposed to provide warmth and protection. Instead, this one poses a risk of injury to animals and humans alike.I immediately contacted Petco and provided all requested documentation, including purchase date, delivery date, photographs, and proof of the defect. I contacted corporate three separate times. Each time I was told someone would call me back. No one ever did.Even worse, Petco attempted to shift responsibility to the manufacturer, telling me to contact them directly. That is unacceptable. I did not purchase this item from the manufacturer. Petco sold it, Petco charged me, Petco delivered it, and Petco profited from it. Responsibility does not disappear when a product is defective and dangerous.This experience demonstrates a complete disregard for animal safety and customer well-being. Selling a hazardous product intended for animals, overcharging the customer, injuring the customer, and then refusing to take responsibility is beyond unacceptable.I am posting this publicly so other pet owners are warned. If you care about your animals and your own safety, do not purchase from Petco.If you want a company that stands behind what they sell and actually cares about customers and animals, purchase from Chewy instead. Their customer service and accountability are incomparable.
Nav H
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FUR-FAMILIES BEWARE!
FUR-FAMILIES BEWARE!! STAY AWAY FROM PETCO TOYS!! I purchased a Leaps & Bounds Thrill & Chase battery operated cat toy between November & this past Christmas. While my cats absolutely LOVED this toy, the ball in the center broke off almost immediately & my cats were able to pull the feathers off pretty soon after. I put in a very small, lighter than the initial ball, golf ball type cat toy so they could still play with it, yet now the toy won't spin it around anymore even after trying 2 new sets of batteries. I don't remember where I purchased it and since I was only looking for a replacement, I called the customer service phone number on the box and sadly after less than 3 weeks of use, this company REFUSES to stand behind it's products!! Live, Learn & AVOID like the plague!!
Patty Gioffre
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Booked an appointment for my
I recently had a very disappointing experience at Burnsville Petco for a scheduled grooming appointment for my dog. When I arrived, the staff asked for her vaccination verification, which I had updated just two days prior. Despite this, I was told it was “too soon” for her to be groomed and was turned away.When I got home, I checked Petco’s own grooming policy, which clearly states that dogs must wait 24 hours after receiving vaccinations. My dog was well past that window, meaning the staff was incorrect. It was frustrating to realize that I was denied service because the employees did not know their own policy.I called afterward to speak with a manager, but no one was willing or able to help. It seemed like nobody at that location understood the grooming requirements, and I was left without answers or support.Overall, this experience showed a lack of training and communication within the grooming department. I hope Petco addresses this so other customers don’t run into the same issue.
Bob Miller
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Repeat Deliveries are delayed by 5 days
I was hoping that by starting a repeat delivery that the initial one would ship right away just like a regular order, but it does not. Ordered on a Thursday, but it will not ship until next week. Then, through a bad website design, I thought I could speed it up, but they decided to ship out the next months immediately. There is also no way to cancel an order before it processes, so you are stuck with that new order also. Horrible service all around.
Whisky Dangerous
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Petco hates pets
This has happened with my last two orders (last two ever from them). They print the label and mark it shipped so they can take the money. Then it stays in waiting to be picked up by carrier for days, even weeks. A supervisor tried to convince me that FedEx hadn't been to the warehouse for 5 days because it was just before Christmas. They call taking my money and not sending my dog food an inconvenience. I call it cruel. Waiting now for a supervisor to explain to me why they hate my dog, but they say an empty food bowl and an empty bank account is not something I should take personally. So, just going to say it. Petco hates pets and should not be in the pet business.
Kristin Oberhaus
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