Petco

Reviews

• KK

  Kathleen Keating

  Feb 15, 2026
  5.0
  The level of friendliness and professional knowledge at this location is the best 👌
• PS

  Paula Shur

  Jan 23, 2026
  4.0
  great service
• GP

  Gustavo Pacheco

  Jan 22, 2026
  5.0
  Great staff. Easy to shop.
• RM

  Raquel Martinez

  Jan 13, 2026
  5.0
  The staff always good above and beyond for my fur babies!
• JJ

  Joshua Jung

  Jan 4, 2026
  1.0
  I am writing to formally complain about an extremely poor customer service experience related to an online purchase and return with Petco. I ordered a 40-lb cat litter online. The package was delivered broken, with the box damaged and litter spilled everywhere. This alone was unacceptable. My wife contacted Petco customer service requesting a replacement, but we were told that phone support could not help and that the item must be returned to a local Petco store. I went to the Petco location at 6236 N Western Ave, carrying the damaged 40-lb litter. The store manager, Cairo could not locate the order and he needs Petco app to find it but he App was was on my wife’s phone. As a result, I had to return home to retrieve her phone. I asked a very reasonable question: whether I could leave the 40-lb damaged box at the store while I went home and came back. The manager refused and told me I had to take it with me. This forced me to carry and transport a heavy, broken box back and forth, wasting time and causing unnecessary physical strain. The round trip took approximately 15 minutes and was entirely avoidable. When I returned with my wife’s phone, I showed him the app and two photos clearly indicating that the order was split. Only then did he locate the order using the second tracking number and process the refund. This raises a serious question: Why could the order not be found initially when the split shipment information was already visible?(it's clearly show that the order was split on the picture I showed him at the store) And more importantly, why was I treated in a way that made the return process unnecessarily difficult and burdensome? While the damaged delivery itself was frustrating, what upset me most was the lack of consideration and poor treatment during the return process. Customers should not be made to suffer because of Petco’s delivery and system issues. As a result of this experience, I have already decided that my family will no longer use Petco, even if prices are lower than competitors such as Amazon. I will also be sharing this experience with friends and family and specifically advising them to avoid the Petco location at 6236 N Western Ave. I expect this complaint to be taken seriously and addressed appropriately. This level of service is unacceptable from a company of Petco’s size.

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