Petco

As a frequent customer at this petco, I’ve witnessed some horrible interactions between the employees and what seems to be their store manager or whatever he wants to call himself. His name is Tony maybe some who shop here recognize that name, he is a tall, white bald guy. I’ve witnessed him yell at his employees (whom are mostly young woman) and be absolutely disgusting to customers including myself when only trying to get some help. This is a horrible work environment and shopping environment when he’s around, unfortunately he’s been reported to their HR and HQ numerous times and nothing has been done, pushing good employees out the door. Few of the employees my wife and I have grown to love are leaving quickly. There’s not much as a customer that I can do but if enough people whom have witnessed this behavior can step up and say something then we can get him out of there and make the store we love for our pets better for not only us as consumers but for the employees. I won’t overshare all that I’ve witnessed but I hope this review reaches ones who will Speak up!

We recently purchased online some dogfood for our pet. The items delivered were not ours. I called the store to determine what to do. The first person I talked to passed the phone to another. After some conversation I was told to call customer service. When I asked for the number I was told it was on the order. When I said I didn't have it right in front of me. I got a very sarcastic remark "and I don't have the customer service number in front of me". Then they hung up. One thing for sure I will not go in that store again. That attitude towards a customer is unacceptable to me.

TERRIBLE customer service. Paid $75 for a Bath and Haircut package. PETCO website lists these bullet points as all included. Cut and style Scented spritz Deep-cleansing shampoo Ear cleaning Blow-dry Gland expression 15-min brushout Nail trim We get our dog back and didn’t smell really any different than when we brought her in. The BIGGEST complaint……NO TRIMMING OF NAILS. Came back looking like Freddie Kruger from Nightmare on Elm St. Wife called the local store and asked for a manager. Got TOTAL ATTITUDE from the Store Manager who never identified themselves. Just answers with a hello. Has no clue what services are included in the grooming packages. Spoke over my wife, cut her off, etc. Said the spa was closed at 7pm and would have spa manager, NICKI call back. Well………. 2 WEEKS as I write this and no call back. Have even gone through the PETCO customer service 800 number and explained things. Was told an “investigation “ would be initiated and the General Manager would call us. Again, multiple follow-ups to the 800 number regarding this issue and NO FOLLOW UP from local store or anyone else from Petco. This is about principle when you look at it now. A service is advertised with a NAIL TRIM plain as day on the website and this store is steadfast on taking the position NO NAIL TRIM included with a $75 GROOMING PACKAGE! We’re told, nail trim is EXTRA. So you’re charging close to a hundred dollars to spray some water on the dog and do a light trim? TERRIBLE non existent customer service. I’ve seen better service at the infamous WALMART customer service line than at Petco. Will NEVER be back here. Come to think of it, shoukd have never come here in the first place. Petco KILLED a dog (took full responsibility in 2015) at another location not far from this one. They left the dog in the dryer too long. Think this is hyperbole? Google it. TRUE. Like the old saying g goes, A fish rots from the head down. If management doesn’t care about following up and making this right, why would the hourly employees care about anything? Again, this is about a matter of principle at this point. Being blown off and disregarded is something most people would just let go and not go back. But Petco has screwed with the wrong person. I’ve got extra time to not let this go. Been thinking……you advertise a service, charge for said service, and a customer pays. Then you don’t provide everything you’re advertising but still charge for it. That’s called FALSE ADVERTISING and is ILLEGAL. Yes, this is over NAIL TRIMMING! Petco let it get here, I tried to professionally remediate this situation but Petco wants to ignore it and act juvenile when we articulated our concern. So, I strongly believe PETCO, at least this one at Stone Village in Midlothian, is engaging in false advertising which again, is illegal. So, since they’ve taken the stance of not responding at all to my complaint, I am planning on contacting the Department of Consumer Affairs as well as lodging a complaint with the VA STATE ATTORNEYS GENERAL OFFICE. Sorry, I’m about principle and do not care how petty this may seem. I bet Petco wishes they handled this in house at this point but maybe not, we’ll see. A simple, “we apologize, bring your pet back in and we’ll trim their nails” would have been the correct and responsible thing to do. But I guess when the employment pool is full of incompetence and carelessness, you get what you pay for and end up where this is at now.

Love petco's quality treats. Most important trainers are very knowledgeable and empower you to be the best you can be with your pup. Everyone is very friendly and helpful.

I wanted to share an interaction that I heard with another customer on Monday September 16th. This young lady walked up a man who was working and asked if he worked there. And he kind of made fun of her for that. She was clearly nervous to ask anyone. She was asking about purchasing aquatic animals. And he said " I'm working on the truck. I can't help you" his whole tone while he was talking to her was so rude. I felt so horrible for her. Then he walked to the back of the aisle and I heard him yell to another "truck worker" "man I don't have time to deal with this" as he searched for another worker. I felt really bad for this poor customer. This young lady named Brandy came up and was very sweet. She seemed to help this customer for an extended go through everything and answer her questions. I'm not sure who employs the men "working on the truck". But if they're going to be in the store, they need to treat the customers with respect and at the very minimum not be jerks. I almost said something to the man but instead I just left the store. People like him are just not worth my time.