Cleveland, Ohio
Not resolved
2.5
Details
Customer service
Discounts and Special Offers
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Layout of Store
Website
4 comments

I ordered some items for my dog and they're too small.I hate returning things, but dog winter gear that doesn't fit has to be replaced so I sent in an online inquiry through Customer Service asking if I could return/ exchange the items at a local store. While most companies I've sent emails to respond within a day or two, it took Petco at least a week, meanwhile the return clock is ticking.

Since I hadn't heard back from Customer service, I drove to a local store in Mentor Ohio with the only "receipt" provided which is a packing slip with no prices or payment information. The store manager (I assume she was the manager) was polite, but explained that she has no way of knowing what I paid so I have to log into Petco.com and provide a copy of my invoice...and she could not do that for me. I then went home and looked up the instructions for in-store returns which instructed me to click on a link that did not exist on my page...I then searched for additional instructions and eventually saw instructions that if the order was placed before a certain date (a date that was only a few weeks previous to my accessing the site), one had to contact Customer Service to get a receipt. I then called Customer Service and was on hold for 30 minutes before I disconnected.

At some point in my online session I was offered a survey which I completed. At the end of the survey I was asked if I would like for a manager to call me and I replied yes. Some days later when I was at work I received a VM saying this is Grace calling from Petco and suggested I call back at 888-824-7257 and provide reference 6530769. I have since called that number 2 times and held for 30 minutes each time before disconnecting and then called a 3rd time and just left the phone on speaker for an hour while I cleaned my kitchen, never to be answered and listening to the incessant recording about how much my time is valued and assuring me that a representative will be answering in a moment.

The worst part of it was knowing that when/if a representative did answer, I'd been instructed to provide the reference number and then potentially hold again for a manager. Not worth it for a $57 order, but a lesson learned.

Product or Service Mentioned: Petco Manager.

Reason of review: Poor customer service.

Monetary Loss: $57.

Preferred solution: Let the company propose a solution.

Petco Cons: Poor customer service, Run around.

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Anonymous
#1122509

1 month and still nothing from Petco.

Anonymous
#1112319

11 days later and still no call from Petco.

bear650
#1106188

I appreciate the fast reply(s) from Petco, but each asks for me to call the number that I listed in my post as impossible to get through to. I have provided the Petco reference number which should enable Petco Customer Support to reach out to me and I also provided my name, phone number and email to Pissed Consumer when I posted in the section to have the business contact me. After two and a half hours (collectively) on hold at the 888-824-7257 number I will not be calling it again.

Petco
#1106036

Hi there. We're sorry to hear that, thank you for bringing this to our attention.

Can you please call our customer support team at (888-824-7257) so that our team can look into this situation further?

We appreciate your feedback on this and we look forward to hearing from you. Thank you very much.