Petco Animal Supplies

Reviews 3

CA

Candice Watkins

I normally am the type of person that goes out of my way to compliment great service because companies get complaints all of the time. However, this situation had to be reported in my option. On May 20, 2017 at around 5:00pm I visited your new location in Suffolk, VA. The address is 1011 University Blvd. I entered the store and there were two young ladies working there who were very engrossed in their conversation. I was not greeted. My son REALLY wanted a Guinea Pig so my family went to that section. When he found one he liked I went up to one of the ladies and asked for help. She did not seem happy that I interrupted her conversation. I asked her if we could hold one of the Guinea Pigs. When I picked it up I noticed scaly skin on its ear. I asked what it was and the associate said eczema. Not wanting to take chances I bought the other Guinea Pig that was in the cage instead. We checked out and left. A couple of weeks later I noticed that the Guinea Pig was getting the same scaly skin. I didnt immediately call because I thought it was eczema and would go away. When I noticed it getting worse I called the store. I chose to call the store instead of a vet because that is what your guarantee says to do. Your guarantee states "...In a properly established habitat, we guarantee our birds, invertebrates, reptiles and small animals for 30 days from the date of purchase. If veterinary care is required within the 30-day period, treatment will be provided through a Petco contracted veterinarian. Veterinary bills incurred without first contacting Petco for approval will not be honored or reimbursed....". On June 6th, 2017 I called Petco to advise the store of the rash. The young lady had no clue what to tell me. I read the guarantee to her and asked for the contact information for the Petco vet. She said that I should come in the store so that they can take care of it. I drove to the store and waited in line at the register. There was a very stoic looking person at the register. I explained the situation to him. He told me in a very flat tone that the young lady gave me wrong information. He said that Petco only pays the bill if I allow one of the associates to take the animal to the vet but if Petco takes the animal to the vet I might not get the pet back. My son had already fallen in love with his new pet so I did not want to risk not getting her back. I told the young man that the guarantee does not state that an associate had to take the pet. It just states that I must contact the store first. He then told me "well I am telling you that Petco will not pay the bill unless an associate takes the pet to the vet." I then told him that if that is policy it needs to be written clearly on their guarantee. There is a spot on the guarantee that has a line for when the customer called and the associates name. I asked him to sign and date that I did in fact come in the store. He scribbled his name on the paper, scribbled so hard that the paper ripped. He said while signing "I will sign but the bill isnt going to get paid." I told him we will see about that and walked away. I forgot that I didnt get the vets contact information. So I got back in line. I asked him for the vets contact information and he said "its the one in Hickory." I asked if he could give me their phone number and he walked away and went through his cell phone and wrote the information down. I will add that service at the vet in Hickory that this store uses is excellent! My Guinea Pig did not have eczema. She had ringworm. The vet called the store manager to cover the bill and the store manager just paid the bill. I didnt even have to explain what I was told by the guy at the register.

JU

Julie Shrodes

I was told upon making my appointment that we could do an early drop off since the appointment wasnt until 9. I knocked on the door for 10 min while an employee looked at us and kept ignoring us. I then called and the young lady in grooming picked up and I let her know I was outside. She told me to hang on a second and then hung up. The same guy that saw us initially knocking FINALLY opens up the door with such attitude I was disgusted. Good customer service starts with a smile and welcome to wherever. We walk in and waited at the grooming counter for another 5 minutes with not so much as a, "someone will be right will you." I call again trying to find out if were going to be checked in and he comes storming back over all in a huff telling me that my appointment isnt until 9 and the groomer is busy. I explained to him that I am early because we had another appointment to be at this morning and I was told we could drop off before then. He tells me again, "well shes busy so theres nothing we can do" again with an attitude. I responded with, "you saw us knocking with a cage in our hand and could have at least spoken to us." He said, "well I didnt know what you wanted." Again, good customer service folks knowledge you and at the very least see what youre there for. A smile and welcoming voice are also a plus and we were met with hostility. I completely understand that a groomer who is bathing a dog cant walk away, thats not the problem. The problem is having to wait almost 20 min with 3 kids and a pet cage in hand only to be treated like garbage. Needless to say after the last conversation we turned around and left. On a good note, when we made the appointment a week before, the young lady who scheduled the appointment was very friendly, patient, and professional.

JA

Janice Abrams

I used their grooming services for the first time. I was pleased with my dogs appearance but was upset that she stayed there longer then normal because a groomer called out. I get that people cant come to work sometimes but I should have been told at the time of drop off or called to let me know that my 11:00 appointment would be pushed back 4 hours. I was home waiting anxiously to pick up my dog. Im sure she felt like I deserted her. I should have been given the option to pick her up and then bring her back a few hours later or reschedule her grooming appointment. I felt bad that she was caged all those hours. She is a rescue and had a rough life. I was hesitant about her being caged at all but figured it would only for a short time because I would get immediately after her grooming. Her previous groomer in Va. Beach never caged dogs. They had several play rooms. She was at Petco for six and a half hours. I wasnt able to get her to eat before dropping her off. She went most of the day without eating. Im not sure if I would bring her back to them. Maybe if I specify to notify me immediately if her appointment would be pushed back more than 2 hours.