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Updated by user May 27, 2016

Thank you to pissedconsumer! Shortly after my review I was contacted by Petco.

After a few more days and 1 more call it appears all is resolved. Thank you to Terri: Petco Escalation supervisor for the contact and fix.

Original review posted by user May 25, 2016

Been trying to log into my pals rewards account for a few months now with no sucess. The 1st problem was getting the msg that my email isn't recognized.

However, I was trying to log in from a direct email I'd received with my account info I had and been using from the start. When i called, I was told that they had records stating I'd contacted them and asked to cancel my account. Wrong! Why would I do that when I use the rewards...

Was told they would fix and send me an email with a link to update my password. I received the email but the link didn't work. Gives an error & says unable to locate what I'm looking for & to contact them with the code if I continue to have problems. I did and again was told by Peter that he would fix it.

Again, I received the email with the link to update my password. Again, the link doesn't work. Gives the same error. I called again and wait on hold for 25 min, only to get "Peter" again.

Funny, he still had all my info up & read it to me saying " he had it". I asked how I just sat on hold for so long, all the while hearing they are busy helping others, yet he still had my info an hour later? He didn't answer me. I explained the email link still doesn't work.

He asked if I had a different email I want to use. Huh...No, I don't & shouldn't have to. He never asked for the series of numbers I received in the error msg. He said he woukd have their IT dept contact me.

I've yet to receive any contact from them but did receive a survey email. Guess what....The link on that doesn't work!! How can I use my rewards or do anything with my account if I can't access it? Im starting to think its a way to prevent me from using them at this point.

They shouldn't offer something, they can't provide and as of now, they can't provide me with PALS rewards as they've advertised! I've never had these kind of problems with any online accounts and surprised a company this size wouldn't be able to easily fix.

Reason of review: Poor customer service.

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Petco, I have been through all this men times with you before. I am tired of wasting my time with you.

Petco

Hi there. We're sorry to hear about all of the trouble you've had.

Please send us an email at PTPsupport@petco.com with your contact info and a brief description of your post and we'll be happy to help. Thank you!

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