Petco

Okay folks, let's be real. I've been to Petco. I liken it to most other businesses. Hopefully, you don't have any questions. If you do, better be wearing sensible shoes.
So, the other day I had to make a simple return. At the register, I might mention, the only person...to include, the long line of customers. Gad!
Wow! The line is moving. Quickly, too. I look over. Same person at register. No one added. I'm next. That was fast.
ALICIA! At register. My simple return?! Made, simpler. Wait! What? I'm heading out of Petco..feeling good.
Alicia was fast, efficient, knowledgeable. In addition, Alicia shared two other qualities I haven't experienced in a long time. She was smiling! AND, she actually spoke! That short interaction shared, not random. With all those before me, too.
In this day and age, so unusual to have such wonderful service. To include a smile.
Thank you, Alicia. Keep smiling. And, thank you Petco, for caring enough about your customers for having such support representation.
Another satisfied customer

One word. MORTIFIED. Walked in to see if they had cat food in stock for our kittens and didn't expect my boyfriend and I to be racially profiled, harassed and accused of THEFT!

Let me break down what happened. My boyfriend and I have been coming to this Petco for years and even more so recently because we have two new kittens. We come pretty much once a week for litter and wet food for our boys, maybe even throw in a few toys. We went yesterday cause we were completely out of wet food and they were almost out of the food we get all the time. We were told to come back tomorrow (today) as their shipment would be in. Keep in mind the food was on a mega sale so we were definitely coming back.

We came today and they were completely out again (I don't know if they never received the shipment or if they sold out again). The other Petco was closing soon and we had other errands to run so we walked out.

The minute we exited the doors one of their workers came out, glared at my boyfriend and I (not that this should EVER matter, but my boyfriend is hispanic and covered in tattoos) and says "WHAT DID YOU TAKE". I kid you not this is what he said. We were in shock and soooo confused. All my boyfriend even had with him were his keys so he slowly pulled them out and just stared at the guy. So then the guy looks at me and says "WHAT'S IN THE BAG". Mind you I was holding my Givenchy bag like a normal person. I was still in shock but opened my bag so he could see my personal belongings and that there was literally nothing in there and then he just walks away.

We stood there still in shock and my boyfriend just slowly started walking to our car (I think it really upset him). My boyfriend spent many years opening and managing restaurants and retail establishments and has trained hundreds of employees at at time on customer service and loss prevention, and he was beside himself. I decided to calmly but firmly walk back in and confront this man who made an unbelievably ignorant, rude judgement and honestly harassed us. He claimed his name was Ian or something of that matter. He was a shorter white bald man for reference in case I have the name wrong. I asked him why he made a "serious accusation" and he said rudely "because you walked out quickly and were clutching your bag".

I'm just baffled. He made an outright accusation. Didn't address us. I proceeded to say "so then technically anyone who walks out of the store in a quicker manner who is holding a bag is going to be accused of theft and followed out the door"? He just threw his hands up in the air. I proceeded to ask to speak with a manager and he left and came back saying "there isn't a manager here". I asked for his name (who knows if that was true cause he didn't even have a name tag on). He said "Sorry you're offended" (again in an extremely rude and arrogant way) and even my boyfriend pitched in at that point (still in shock) and said "it's the way you handled it". We left and immediately called the store about an hour later and spoke to a manger (who was miraculously there now) and seemed to know of the situation. He apologized which was great and appreciated, but there's a bigger issue here.

The fact that we come into a store (that we've given business to for years) only to be put on the spot, harassed, racially profiled (it was definitely insinuated the way he handled it) yelled at, invaded and accused for literally nothing, after leaving because they didn't have what we needed, is astounding. We no longer feel comfortable shopping at this location and are even questioning Petco now and how their employees are trained. We have contacted corporate and they are handling the situation but I honestly had to speak on this. I hope this never happens to anyone else and please beware. Just unbelievable, sad and abhorrent.

I placed an order this morning 3/25 @ 10:30 to be delivered same day by 2PM.. I received an email at 1:34PM stating that my order was "cancelled per my request. I did not cancel the order.

I called the store, they said they can't see online orders but they did have the food I ordered in stock. They gave me an 877# to call so I did. Apparently, the
"driver" can cancel the order themselves. My guess, he or she was running late so instead of owning up to it, they just cancelled it. I can't believe they have the authority to do that. The guy on the phone tried saying oh it's probably not in stock. I said no, it is, I called the store to verify it was in stock. Then he had the nerve to ask me if it was in stock for pick up only? How would I know? I explained that I should not have to ask all of these questions as to why the driver has authorization to cancel an order yet the store said it was in stock. He then asked me do you need it today? We can have it for you tomorrow. My response was..I ordered it for today delivery. Maybe I should just ask my dogs if they can wait until tomorrow to eat. I couldn't go myself as I was working (at the delivery address) Then I got the "I'm very sorry but this is our policy.

Today was the last time I ever buy from them again. I'm closing out my credit card with them. The customer service that I experienced today was nothing short of embarrassing to the way they conduct business. It's worth the 3 mile further drive to Petsmart.

You've been warned, don't set up delivery if you don't want to risk the driver being able to cancel the order.

The two worst customer service experiences I've had in my life have both taken place here-years apart. Almost every review here echoes much the same. Which tells me; if you're mentally not sound, have no people or pet skills, are rude and unprofessional...get excited, this is the place for you.

I sincerely believe they go out of their way to hire people who are "off" and have no business interacting with he general public.

I've had one series of puppy classes at Petco with Timothy, and signed up for another. When I arrived with my dog today, I was told our class had been cancelled. Timothy said he sent an email and a text, but I received nothing. He said he was cancelling because he wanted to "see more consistency." I have never been so embarrassed in my life. Timothy was rude and he certainly did NOT try to contact me about "consistency." I wouldn't go back to him for lessons for free. What a dick. Do yourself a favor and DON'T take puppy classes at Petco. They don't care about your dog, they just want your money.

I shop here for the refillable 30 lb bucket of cat litter sand. It's the best deal on cat litter by far and you are not wasting any packaging materials as you reuse your bucket to refill it for years.

My golden doodle was groomed at this location. This was a big mistake on my part. He was terrified for nearly three weeks with multiple issues psychologically, physically and emotionally. After my complain, they banned me from going there. I placed a compline at their HQ, but they never followed up.
If you love your pet stay away from this location. they are mean angry people operating their grooming Department!!!

I was asked to join PETCO VITAL CARE program in AUGUST 2023. I SIGNED UP TO PAY MONthly and was told that I could cancel at any time. I called today to cancel my membership and it was absolutely HORRIBLE!!!!!!!!!!!! I was connected to speak with someone who kept repeating the same script over and over again and telling me he understood. I didn't need to be understood only to cancel my membership. After telling him that I would place a negative review and asking to speak to a supervisor he finally said, "I will make a one time courtesy to you and cancel your account". I can tell you that after this experience I will never do business with Petco again. Chewey, here I come.
Lynn Grossman

Petco on Wilshire/29th St in Santa Monica is a branch I had to visit for the mobile Vetco Clinic.

My furbaby's annual shots were coming up and the online appointment showed this branch had availability, so I booked a date and time here. From past experience, online booking isn't too reliable so I also booked at another location as a back up plan.

There's ample free parking behind the store, and as I pulled in, I received a text from Vetco stating
they didn't have a particular vaccine...I wasn't surprised at all. With my furbabe in tow, I proceed with the appointment as there were other medications needed.

The veterinarian present apparently makes rounds within the West Los Angeles Vetco's because she has examined my furbaby in the past. Deserving 5 stars and a big Thank You to
the vet Dr Miura and her staff, who were efficient and handled my dog with care while getting other annual medications. After the exam and meds, I'm given a payment bill which needs to be taken to the Petco cashier to pay.

12/10/22 10:12a The cashier was a so unprofessional, rude and belligerent. I made sure to complete my transaction and got my receipt before I commented on how terribly rude and miserably unprofessional her mannerisms where towards Me. My comment was simply telling her to greet customers and 'be NICE, look it up, it's not difficult.'

As expected from someone who Less Than Smart, she overreacted and started yelling at Me to leave the store. Her reaction is undoubtedly evidence of guilt as she was called out on it by Me. If the store's camera were rolling, it would evidence her
Gesturing with her hand pointing towards the exit, as she yelled at Me.

I've been a customer of Petco and Vetco for over 13 years. Usually frequent the branches in West Hollywood, Beverly Bl and Westwood and have never had an issue with unprofessional rude and miserably mean staffers. This person who said her name was Kai, sure got out of the wrong side of the bed, didn't have her coffee, didn't take her meds and more importantly forgot to take the Be NICE pills! Her negative and uncalled for loud yelling at customers is synonymous to a vicious canine who needs a muzzle. If you're in the service industry Please Be Nice.

This particular branch has several negative reviews about the staff being rude, unprofessional, yelling at customers and also mistreatment of pets. The 3 star overall rating is not credible, it deserves zero stars. Despite a business' low, average or high rating, I always give the business the benefit of doubt. I can confirm the negative experience with a staffer, would avoid shopping here unless you want to be treated poorly. All businesses should value all customers, be courteous and have a positive demeanor.

Petco and Vetco can verify my account and see the number of years I've been a customer.
I will NOT return to this Santa Monica Petco if rude and unprofessional staffers continue to work here. Will NOT recommend, NO!

The groomers here are totally rude! I am now rethinking my membership. According to the app a la carte grooming services such as nail trimming are done on a walk in basis.
The groomers refuse to honor this policy. I came in twice and was twice refused. Both times they let me know all groomers were busy, yet only two out three were, the other was chitchatting with them.

Rather than pay them to trim my dog's nails, I bought my own clippers and will look into canceling membership given there doesn't seem to be much benefit.

Petco you need to do better!