Contact Petco Customer Service

I went to buy a turtle from Petco location 1313 in San Mateo on Aug 19, 2024. I got everything (tank, light, food...for the turtle) the sales girl recommended which added up over $450.

During the contact I asked her questions about the age and gender of the turtle I picked, she could not provide any of the info, so I got a turtle with no any form of identification, or birth record, or the legality of their vendor. When I asked her who was their vendor bc I wanted to find out more info about my. new pet, she gave me three letters "BPD" said that was their vendor. In that same afternoon, I looked up "BDP" on Google, it shows no pet vendor named this but it showed they represent "Borderline Personality Disorder".

I suffer from a mental problem called Bipolar, which is very similar to BDP. I feel insulted and hurt. Also, during the consultation before I paid I pointed out to her that in at least three tanks for their fishes, located right next to the turtle tank, I saw dead, partial fish bodies stuck in the water filters, where other alive fishes swim by, in the same tank. That scene almost made me vomit, and there was a mom and a little girl shopping there too.

When I pointed out this problem to her, she just said "Oh" and turned around. If I was a mom, I will feel furious bc I bring my kid here for picking up a pet but if my kid saw this disgusting scene I will definitely worry my young kid will get negative impact in their mind. Obviously this store does not care, neither the cleaners of the place they keep their animals, which are also lives like us humans, nor the impact that might do to the young kids. But I still got and paid for all she recommended and I made a $25 donation at check out for Petco.

She recommended me a future 15% off membership and I got it too. When I got home, I found that the food for the turtle is expiring in Oct 2024. Based on my own online research, seems that these turtles must all be purchased from vendor with a license and must show they obtained (fishing) the turtles legally. While none of the Petco employees I contacted with could provide me a full name of the vendor except "BDP", which is a mental disease similar to what I suffer from.

The GM even said I was yelling over phone but actually I just politely but firmly asked for what I deserve to know. This GM gave me a number to call for info and it connected me to Petco customer service, again, they know nothing about their vendor. The agent I talked to over the call promised me someone who can help will call me back the next day. I waited for 24 hours, no body contacted me, so I called Petco customer service again.

They asked for my email address for follow up, that was 4 pm,, Aug 20, I told her I will only wait un til 9 pm the time the store closes. Now 9 pm, I received ZERO email ZERO call back from any of them. I request full amount refund, for first, I dont trust their service or product no more, based on how they treated consumers; second, I am very angry about how they treat lives, they keep alive and dead fishes in the same tanks and when I pointed out to the sales assistant she showed she did not care. Also, based on my online research combined with my observation on the turtle I got, this poor turtle is very unhealthy bc his shell has a lot of pits and cracks, which indicated this turtle` health condition is bad, and according to his rings on the scutes, he should be around 6-7 years old (the sales assistant told me they got this turtle a few weeks ago) and he should be a male based on the shape and length of his tail.

The employee is not well trained, not responsible, nor respectful.

So I request full refund, but I still want to take care of this turtle for his health, so I can step back to request the full refund minus the cost of the turtle itself, if needed. I told the customer service all these and they said the conversation was recorded and will be handled, a proven lie bc I called twice, no one followed up back to me as they promised.
Likely Google has blocked or limited the access to view my review to the public.

I was visiting the Hot Springs Ar Central Ave location to take my 2 dogs-Fergie & Dora. The groomers there have always been helpful and I can tell they love their dogs.

One of the groomers who initially took my oderr to have my dogs nails clipped and she added in buffing to both of them. One of my dogs will not tolerate the buffing so the employee "Mary" came out from the back..it was obvious on her face that she was having a bad day from the moment I looked at her. I told her I'm sorry but I didn't want Dora's nails buffed. She then grabbed the paper, wadded it up and threw it in the trash very aggressively.

I thought about it for a minute before I said anything but her mannerism would not be tolerated in the customer service I worked in for 38 years. I said "Sorry you are having a bad day Mary, we didn't mean to ruin it". She then said "Well when I have to wad up 17 tickets for a service and THIS is a trash can" I said "I realize that is a trash can but in my line of work we wouldn't have been able to treat our customers in that manner." She spoke to one of the groomers and told her not to do the buffing to Dora and then she again in a rude tone said "so you just want the nail cut and anal gland expression" I told her yes and that she probably needed to take a chill pill. I told her that she was rude to my husband last time he brought them in and I understood that everyone has a bad day but not every day.

I am very tolerant of people in customer service and seldom would have spoken out but her attitude towards me made me call her out and not tolerate being treated like I had done something wrong. They did not ask initially if I wanted the buffing or it would have been resolved on the front in.

Adopted a challenging pup in Utah two days ago. Visited the Petco in Sandy Utah - nice staff.

A loyal customer on-line for years. Loyal customer of Clinton Utah for years - great staff! Moved to Colorado Springs - my first visit to the Cheyenne Mountain location - and my last ! Wow !

Dirty - unorganized - staff was not pet friendly - and the manager was insulting - abrasive and shockingly unprofessional! She told me I needed my puppy on a leash when I was holding him - 6 feet from the exit door. I had just paid and was on my way out. I told her his leash was in my bag and that I had it on while I was shopping but now Im holding him and on my way out the door.

To this she said - I dont care he needs to be on a leash ! I then said; it was on - he chews it so Im holding him and on my way out. To this she said; I dont care again - he still needs a leash attached and we do have dog trainers here that you obviously need!
I walked out You would think since your company just let the CEO go due to poor sales performance that you would train your teams and especially your managers in Customer Service
-if you cant get that right - what can you do ? You might as well fold up shop and let Chewy take you over.

I dont want anything from you - just a professional courtesy to let you know - maybe take a good look at your Customer Service standards - in this day in age - its really all you have to survive and stand out from the growing competition.

Maybe your new intern CEO needs to make some big changes. Maybe Ill take this further - maybe just maybe one day your stores will be proficient in retail 101 !

I visited a Petco in Queensbury, NY over the weekend that the customer service was HORRIBLE!!! We waited for an associate to finally show up at the register after another customer in line went and found her.
She was beyond rude and was watching a video on her phone the whole time during our transaction!

She was swearing when she made mistakes and throwing things. She was extremely RUDE when I asked for a bag and I had to bag my own items. She was slamming around and never once thanked me for my purchase or going to Petco. She was extremely hostile!

This was a horrible experience and I will never visit that store again!
My home town store would NEVER act this way.

They are always polite and helpful. This was beyond the worse customer service I've ever received anywhere!!!