Petco

Odin loves coming here to get his ice cream and to make friends. Great staff, always clean and stocked.

I had a very disappointing experience at this Petco location today. I brought my dog in to get his nails trimmed and waited for 10-15 minutes without anyone coming to assist me. When I finally found a staff member, I was told I didn’t need an appointment. However, when I asked the groomer if they could trim my dog’s nails, they said they were too busy. even though the store was empty and there were no other dogs waiting. To make matters worse, my dog wears a muzzle because he’s reactive to other dogs sometimes (not humans), and the groomer said that he couldn’t trim his nails with the muzzle on. I explained that it’s fine to remove the muzzle for grooming, but he was dismissive and suggested I go to another store that’s almost 30 minutes away. This was incredibly unprofessional and dismissive, especially for a simple service like a nail trim. I understand that groomers can be busy, but the lack of communication, empathy, and willingness to accommodate my dog’s needs was unacceptable. I left feeling frustrated and disrespected as a customer. I won’t be returning to this location and it’s a shame because I’ve been to other locations with no issues.

I’ve never had any issues with Petco before and have taken my dog to grooming at different locations, including this one when I needed an early appointment. My dog was completely fine when we arrived—he was even willing to go inside when the door opened, but I held him back since it wasn’t his turn yet. However, as soon as the stylist came out, his demeanor completely changed. He became extremely anxious, even pulling away from me, which I had never seen him do before. Instead of approaching him calmly or trying to make him feel comfortable, the stylist just stood there and asked if he’d ever acted this way. Cause if he continued she won’t be able to take him. I told her no—he usually loves his grooming time and has never had trouble going in. At other locations and including this one, the stylists have always been friendly, offering a reassuring voice, letting him sniff them, and petting him to ease him in. This stylist, however, seemed completely indifferent, both towards him and me during check-in. When my dog sat down beside me, she finally made an effort to pet him, and he allowed it. He even walked in with her, though he was still visibly anxious. As I was filling out the paperwork, I suddenly heard him let out a loud whine—his pain whine. A moment later, she brought him back out and told me they had to cancel the service because of his reaction. I remained calm and asked where she had touched him, as he had been fine with her petting him just moments before. The whole situation felt off. When I took him back, he was still so anxious that he wasn’t listening to me, which is completely out of character for him. To make matters worse, another dog walked in, and my dog—who is very friendly—was excited to say hi. Instead of letting me handle him, the staff immediately started telling him to stop and to sit, as if he was misbehaving. Then, when the other dog started whining loudly, they automatically assumed it was mine and continued reprimanding him, even though it wasn’t him. The other dog’s owner wasn’t even bothered, but the way the staff spoke made it seem like my dog was the problem. Overall, I was extremely disappointed with how this visit was handled. The lack of care, patience, and professionalism from the staff—especially the stylist—was frustrating. My dog has never had a bad grooming experience before, and this was completely unlike him. Instead of trying to help him feel comfortable, they dismissed him and made assumptions. I won’t be returning to this location or any petco. Now my dog is probably labeled as “aggressive” in their system when he never had any issues before.

An associate blatantly lied to me today about store and petco policy, insisting that I must under all circumstances enter a phone number or enroll in their loyalty program in order to buy a fish. He/they stated that it was their policy, and it was documented. He said that all living animals required this, and I had to provide a phone number in order to purchase a betta. Ironically, there were 6 dead in cup bettas in store… obviously they care so much about their fish! They also have no problem selling feeder comets… The associate claimed this policy was on the back of all receipts. See attached photo of a receipt from another Petco, where they also did not insist I enter a loyalty program number in order to purchased a fish for a different tank on 12/18/24. When I asked the associate named “Koi” where this policy was documented, he pointed to a sign that says the exact same thing on the back of the receipt. The associates here are on a power trip, or trying to find a way to upsell you on unnecessary items in the spirit of “animal care”… but they’re also willing to let fish barely survive indefinitely in 8oz of dirty water and die in those cups before they’ll allow a sale… We did not buy the fish because this is not the policy.

Do not shop here unless you want to be treated like a problem! I needed help with a dilemma that I was facing. As I ask one of the the employee she first acts like I should not even bother her. So I proceed to ask my question and she acts like I am stupid by her reaction on her face. Is NO HELP AT ALL! A gentleman that works there came up when I asking the question and was very helpful and kind. Exactly how an employee that works in customer service should be! I was very nice, did not raise my voice, was not rude. I had to apologize to the woman who was very rude to me saying "I'm sorry to bother you" VERY unprofessional! Also it is Christmas, a lot may be going on with people during this time and not in a good way. This employee needs to watch a video on how to treat people or work somewhere where they allow you to be rude to people who just need help with a question. I spoke to the manager (Kelly) on the phone at 1:08PM today and she said she will handle it. I also felt some attitude from the manager when I called to complain. I decided not to buy anything from this location and went to another place where I was greeted warmly right when I walked in. Very lovely people, very kind to me. 8200 Renaissance Pkwy Petco, aside from the gentleman that helped me and treated me like a human being, y'all need to be professional and kind to people. Treat others that way you want to be treated.