Houston, Texas
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We are the new pet owner, Petco was the 1st pet store we purchased the service since we have our new dog Zuki in Mar 2015. as this location is near by our house. my son told us that petsmart is a little bit better, however due to the location we decided to give them a shot! (now I realized that we made a mistake for we were not listening to our son)

our 1st purchase was made on 3/24 - $21.64

2nd purchase on 3/27 - $219.57

3rd purchase on 3/31 - $64.93....... so on and on, end up we spent over $500 on the pet in a short period of time. from 3/24 to 4/12 (20days).

1> we never heard any welcome from the staffs there or any smile.

2> we took our dog for grooming on 4/7, the result was so bad, my dog's nails not even trimmed right, she was wet when I picked her up. I have to fix it my own when we arrived home. and the African american lady (the older one) was not friendly to us at all. we were not happy with the service, but we haven't file a complaints, as the skinny young African american lady is nicer to us.

3> the visit trigger me file a complaint was on 4/10, I was trying to get a grass pad & some new treats to my dog, unfortunately right after the transaction when thru, the computer was frozened. so the boy asked the other african american man for help, he was nice but still not printing out the receipt. so he asked the GM Kimberly for help, she was not even trying to say sorry for the situation, she was patting her pet and time gone by, I still cannot get my receipt and any apology from her over 2 hours, so I am kind of losing my patient, during she was talking to her POS system support, I told her that I want to cancel my transaction, she didn't know what she is doing, I told her to ask for a transaction# and the name of the person who she is talking to. she cannot give me either one of those. so she said that she will follow up the next day, she wrote down my name, petco membership# & my telephone number. I waited for 2 days, no calls from her. so I checked my account, I realized that they haven't cancel the transaction but took out my money from my credit card. I understand it happen some time, so I called the store GM Kimberly again to see what is going on. the guy over the phone said that she was with another customer, so he wrote down my name and tel number again and said she will call me back. so i was keep waiting, still no call over 1 1/2 hours, I was so disappointed and went to the store, Kimberly was there still no apology and said that she did her best to get the information I want (hey is she the GM there? I think at least she should apologize, 2nd she should fix the mess! is not just give me the information!).

well! I hope i can get my money back on the next couple of days and I think we won't go back to petco again. they lost a good customer and approx. $9125 sale revenue.

when we 1st visit the store, the people over there are not that well trained and not friendly at all. seems like they don't care about our business!

Reason of review: Poor customer service.

Monetary Loss: $68.

Preferred solution: Full refund.

Petco Cons: Poor customer service, Staff, Groom, How dog was handled.

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Petco
#971068

Hi there. We're sorry to hear about your experiences.

Our team would be happy to follow up with you.

Please call customer support at (888-824-7257) so that we can look into this further. Best wishes.