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1.5

I was on my way to buy my dogs food and noticed I had no points available. I then called customer service and they told me that the Rewards program just changed and they had just been informed of it also, and that you were only allowed 10 rewards per year now. I plan on the rewards and use those in between pay periods to be able to pay for my dogs food.

I asked for a manager, she had told me she would call me back the next day, and never did. I complained at the store - the employees had no idea the program had changed. I called customer service and asked to speak to a manager - who did call me back but were very rude. I got on chat with another manager whom promised to give me a detail rewards balance so that I could see when points just stopped, they never sent it over. I got on chat again with another employee who made the same promises and never emailed back.

I have spent over $7,000 since becoming a member in 2015 and am now being punished for being a loyal customer. I have had 2 of my dogs trained through Petco, and had planned on taking my new dog. I have built a relationship with the employees and enjoy shopping there. I cannot express my concern for not notifying the customers in the event that a program that people depend on suddenly change. I read through the policies book online and noticed a "do the right thing" theme, but don't see that being put into practice just written on paper so it sounds like a good idea.

On numerous occasions I have ran across expired dog food, notified the manager and still noticed it there days later (I have pictures if needed).

To begin with, Petco doesn't offer any other incentive except a Rewards program to make me want to shop there as opposed to any other pet food chain. There is 1 brand of raw food, which is hardly in stock, there are never coupons like Petsmart has, and the decision to not only take something away, but not follow through 2 times by managers sort of shows the direction the company is going, and who is doing the decision making doesn't appear to care so much about "caring for our beloved pets" as much as putting some more money in their own pockets.

If your a manager and you say your going to do something, you do it...period. Unacceptable customer support even at the corporate level.

If it isn't resolved I will never shop there again, period. I am not sure that I even want to anyway.

Reason of review: Rewards program, expired food, poor managers on corporate level.

Preferred solution: Let the company propose a solution.

Petco Pros: Trainers.

Petco Cons: Corporate managers not following up, Rewards program changing without notification, Expired food, Food choices, Promises not kept.

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Guest

They did change it back

Petco

Hi there. Thank you for sharing your concern regarding our Pals Rewards and we apologize for the experience. Can you please email us at ReviewSupport@PETCO.com with your phone number and these details?

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