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Petco Animal Supplies Inc

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Petco Animal Supplies Inc Reviews (212)

June 28, 2017[redacted] 
[redacted]RE: Revdex.com ID #:[redacted]Dear [redacted], This is in response to your Revdex.com complaint with ID#:[redacted] regarding a return you attempted however, not granted.In our desire to...

resolve the issue, we reached out to the store management and Store Leader made a decision and stick to the store return policy. As a courtesy we reached out to the upper management and approved our request for the $65.00 Electronic Gift Card to resolve the issue. We hope we address your concern. Your comments/feedback are always a part of our continuous process to improve our service.Warm Regards, Corporate Office Customer RelationsPetco Animal Supplies, Inc.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

June 03, 2016
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
Thank you for contacting Petco regarding your concern with our store at 1241 N 205th. We know it was frustrating on your end and we never intend to...

bring inconvenience to any of our customers. Please accept our sincerest apology for any trouble this has caused you.
To assist you, we brought this to the attention of the upper management of the store. Steph, the Store Leader confirmed that she has been trying to contact you via phone to discuss but was not able to reach you. She also added that the refund was processed by the store a couple of weeks ago so you should have received it. We have also partnered with our Sales Audit department to make sure that this does not happen again the future. Please know that we take this issue seriously every time they are brought to our attention.
Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]

January 28, 2017
[redacted] P.O. Box 670[redacted], [redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]s,
We received your Revdex.com complaint with case# [redacted] regarding your Repeat Delivery account. We would like to apologize for the inconvenience you...

experienced in dealing with our Customer Service representative. We pride ourselves on convenience and strong customer service and the service you received certainly did not reflect our standards.
The repeat delivery price should reflect on the order once subscribed to the program. We recently experienced an issue with repeat delivery products price, and we assure you that it has been fixed and corrected. A dedicated team had worked to ensure that all affected guests have been issued refund. In regard to your comment on the information provided by one of our representatives, please be assured that proper coaching has been done.
Thank you for your feedback; we hope that we have addressed your concerns. Your patronage is important to us and we hope that you'll continue to give us opportunities to serve you.
Sincerely,
[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.
Case#: [redacted]

August 24, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
Thank you for contacting Petco regarding your concern with our store at [redacted]. We know it was frustrating on your end and we never intend to bring...

inconvenience to any of our customers. Please accept our sincerest apology for any trouble this has caused you.
To assist you, we brought this to the attention of the upper management of the store to ensure your complaint is addressed. [redacted], the Manager on Duty stated that they have contacted you regarding the situation and confirmed that it has been totally resolved. We appreciate your time bringing this issue to our attention and we hope we have addressed your concern at your satisfaction.
Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#:[redacted]

November 17, 2016[redacted]
RE: Revdex.com ID #[redacted]Dear [redacted]
This is in regards to your Revdex.com rebuttal under case# [redacted] We regret the inconvenience you were faced in connection to the orders you have placed online, which have turned into backordered/cancelled orders.
We always aim to provide a consistent and an exemplary level of customer service. Based on the instances that you described, we did not meet this goal. Your comments regarding FTC compliance and our website will be used for the continuous improvement of which and our service, too. We will be looking at ways to ensure that your challenge/issue never happens again.
To encourage you to shop with us again and as a means of acknowledging your disappointment, we will be issuing an eGC amounting to $30, which you will receive in your email address. Apart from that, we would like to know if you would still opt to receive the item, Petco 3/4" Leather Collar in Black, which you placed in your 2nd order, as it currently shows as in-stock in our website. We will be placing the order for you for free, monitor, and check the order. While we will not give you a 100% guarantee that after placing the order it is readily available to ship due to the demand for this item, we will assure you that we will closely monitor the order, and make sure that you will be notified of any updates on the status of the order.
Please let us know of your response to our offer, and we ask that you give us another opportunity to serve you, as it is our privilege to have you as our valued customer. If we can be of any further assistance, please feel free to reply to this communication or call Petco.com Customer Relations directly at [redacted]
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#:[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Although I appreciate the $30 gift card, I don't feel the issues mentioned in the complaint were addressed in the response.
Rain-checks would be a good solution that eliminates the customer thinking your sales are just bait and switch. Also not addressed was the issue that supervisors are not available at the convenience of the customer. Regards,[redacted]

I wanted to let you know that there was no refund back in December. However store manager [redacted] called me and told me he would handle the refund on Monday January 23rd, 2017. He refund me $150.00. Thanks.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

October 18, 2014
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
Our office received your Revdex.com case# [redacted] regarding the price differences between petco.com and our local...

stores.
We sincerely apologize for the confusion and inconvenience this has caused you. As a company, we never intend to mislead our customers about this or any other program in which we participate.
Those items that are tagged as Online Exclusive are shipped directly by a third party thus, you cannot find them in local Petco stores. In line with this, we are unable to match online prices at our stores. This is why we offer a disclaimer at the left side of the 'Add to Cart' tab stating online prices, offers and selection may vary from those of our retail stores. In addition, you can visit the link below to further explain the exemptions regarding Petco's Price Match Policy.
[redacted]
Your comments have been shared with the appropriate departments and we assure you that we will take these comments into consideration as we continue to provide quality products and services to our valued customers. Please be assured that proper coaching will be done towards the representative involved. We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience.
We value you as a customer and appreciate you taking the time to inform us when improvements need to be made. In this way, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future.
Please contact us again if we can be of further assistance.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]

May 22, 2017[redacted] 
[redacted]
RE: Revdex.com ID # [redacted]Dear [redacted], This is in response to your rebuttal letter through Revdex.com case# [redacted] the complaint you filed against the store's experience.We sought assistance again to [redacted] the District Leader regarding your concern and we are told that he personally reached out to you and explained the time frame of the gift card.We hope that everything is clear. Thank you for your continued patronage.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc. Case#: [redacted]

April 09, 2015
[redacted]
[redacted]
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your Revdex.com case# [redacted] regarding your concern with our online promotion.
Please accept...

our sincere apologies. As a company, Petco never intends to mislead our customers about this or in any other program we participate.
Your concern has been looked into to make sure the findings are appropriate. The Site Promo Buy More Save More email was sent out on Sunday, March 22nd, at 8:00am PST/11:00am EST. We sent another email as a reminder that the promotion will end Monday, March 23, 2015 at 11:59pm PDT. The promotion already ended when you attempted to place an order on March 24th. We are sorry for the confusion this has caused but we appreciate that you brought this to our attention. In addition, we will further evaluate how we can prevent this concern from occurring again in the future. If ever you would still like to place an order, we will be glad to send you the $20 electronic Gift Card to your email address.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. I assure you that we will take these comments into consideration as we continue to provide products and services to our valued customers.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
[redacted]

February 29, 2016[redacted]
RE: Revdex.com ID# [redacted]Dear [redacted]
Our office has received your Revdex.com case# [redacted] your concern with our store at [redacted]. We are sorry to hear...

about your recent experience.
We have shared your concerns with the senior management of the store to ensure that this is being addressed accordingly. The General Manager confirmed that you went to the store on the 24th of February and the issue has been resolved. We hope that we have addressed your concern at your satisfaction.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience. Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering.
 
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.[redacted]

July 26, 2016[redacted]
RE: Revdex.com ID #[redacted]
Dear [redacted]
This communication is in response to your Revdex.com complaint regarding the experience that you had with your recent Petco.com order. Please accept our sincerest...

apology for any inconvenience this may have caused you.
In our desire to resolve your concern and address your request, we have reviewed your order and it turned out that this was one of those orders that were cancelled due to promotion issues. We make every effort to ensure the accuracy of the information on our website. If an error is discovered it is immediately corrected. Petco reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions, including after an order has been submitted, after it has been confirmed, or after your credit card has been charged. Since, your order was cancelled, your credit card will not be charged for this order.
Although we are unable to honor your request at this time, we have issued a $10.00 EGift Card that you will receive in a separate email. Please note that this EGift Card has no expiration and can be used online or at any local Petco stores. We hope that this will lessen some of the negativity surrounding your last shopping experience.
Let this be an assurance that we will be working out to make sure our team is monitoring our customers' experiences closely to understand and respond to the challenges you are encountering. We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience.
Sincerely,[redacted]Customer Relations CoordinatorPetco Animal Supplies, Inc.Case#: [redacted]

June 04, 2016
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted],
This communication is in response to your rebuttal with Revdex.com case #[redacted]. We understand your ongoing disappointment with this experience.
Our Sales Audit confirmed that per our banking records we are showing that a refund was processed fully on May 12, 2016. Here is the reference # [redacted] for the money transfer. You may also check the attached image. This reference number can be provided to your bank/card company so they can confirm where the funds were deposited if not to your account.
We value every interaction with our customers and we appreciate when a customer takes the time to provide us with feedback regarding their experience.
Please contact us again if you need further assistance.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]

May 30, 2017
[redacted] 
[redacted]
[redacted]RE: Revdex.com ID # [redacted] Dear [redacted] This is in response with your Revdex.com case# [redacted] which is in regards with the price match of the item you purchased at the store and...

saw it cheaper online.In our desire to resolve your concern we have coordinated with the store Store Leader [redacted]. She informed us that she is willing to process the difference back to your account. All you need to do is present the picture or screenshot of the price of the item you saw online and also bring with you the receipt of the purchase you made at the store. We hope that we addressed your concern accordingly. Thank you for your continued patronage.Warm regards,Corporate Office Customer Relations Petco Animal Supplies, Inc. Case#: [redacted]

February 20, 2015
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your rebuttal with Revdex.com case# [redacted] regarding your request for vet bill reimbursement.
It is not our intention to come up with a decision that would cause frustration to our customer. We definitely understand your situation and appreciate hearing from you. We have reviewed the case and it is best that you discuss this further with [redacted] if you see that there's a need to make another appeal. We have every confidence that the dedicated team assigned for this will take whatever action necessary to resolve the problem.
We consider you a valued customer and hope that you can appreciate our position in this matter. If we are able to accommodate you in any way that is within our company policy, we will be most happy to do so.
Thank you for your understanding.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]

November 11, 2015
[redacted]
[redacted]
RE: Revdex.com ID# [redacted]
Dear [redacted]
This communication is in response to your Revdex.com case# [redacted] regarding your concern with our store in [redacted]....


We strive to provide our customers and their animal companions with respectful, friendly service in a timely and thorough manner. Please accept this as a formal letter of apology for the inconvenience it has caused you and your pets.
Upon review, it was confirmed that the store's General Manager had spoken with you and apologized for what happened. He said that you will be coming back to the store for the refund. We hope that the given resolution has addressed your concern. Your feedback is very important and your comments are valued.
Sincerely,
[redacted]
Customer Relations Coordinator
Petco Animal Supplies, Inc.
Case#: [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. 
For your reference, details of the offer I reviewed appear below.
To whom it may concern,
     I want my complaint reopened towards Petco and their false advertising scam dealing with the pricing on their repeat delivery program.  My mother and I are dealing with things to do with the death of my father, like attending the memorial service and funeral.  I did not have a chance to respond to the made up reason that Petco gave for commiting highway robbery by refusing to charge Mom the original price as claimed and instead refusing to charge anything else but fifty dollars for dog food. 
The text defining the terms of their repeat delivery program states that the price of the item would remain the same as it was at the time a customer signs up for it with their intial purchase.  I'm not going to tell my Mom that she can't keep her dog because she can't afford to buy dog food for fifty dollars a month after she has lost her husband of 50 years already.  I am temporarily handicapped and my Mom is older to where we do not drive and need dog food delivered to the house.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
[redacted] picked up the correct bag of Blue Buffalo salmon and potato dog food so there was no error made there.  Everything else is correct.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After filing a prior complaint (reference Revdex.com complaint #[redacted]) and numerous contacts with their customer service relations teams regarding attempts to stop e-mails from continuing to be sent to my e-mail address, I have received yet another advertising e-mail from them, dated 6/16/2016. I was sent an e-mail from them on 4/4/2016 assuring me they had removed my e-mail from their marketing lists. This is after similar complaints in 2015 and similar attempts to resolve and remove my e-mail address from their e-mail marketing lists. All of my pets died in 2015 and these e-mails serve as constant reminders of their deaths. I need these to cease and desist immediately and permanently.
Desired Outcome:   Immediate and permanent cessation of all email contact from this business.

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