PetcoReviews 252

So to be clear, the customer service provided by in-store staff is amazing. This review is about the worst customer service I have experienced in a long time on-line. First, their website and on-line services are horrible. The site glitches and is very slow. So you have to be patient but when they or their site make a mistake they are not able nor willing to rectify it causing me more than a days worth of on hold communication and $500.00 in purchases that I did not authorize.

I received a notification of three purchases one morning and within the hour called their customer service. The representative told me he was sorry but couldn't do anything about it. I discussed with him that I didn't authorize this and as it was all still in "pending" status that I wanted it canceled. He told me he couldn't do it and all of the items were good for at least 2years so I would be ok. So I asked for a supervisor. I waited for about 20 minutes when he said the supervisor was busy with another customer and would have to call me back. I said ok. 2 1/2 hours later I get another notification on my phone that the order has processed and no longer pending. I called back and explained everything that happened to date and that I wanted to speak to a supervisor. Again I waited for another 20-30 minutes to again be told I would get a call back. Nothing, and another1 1/2 hours have gone by and no call and $500+ charged to my credit card.

I am a Vital Premier customer and have scheduled grooming, food, vet and meds for two dogs with Petco. Shame on them for treating customers this way. At this point I am canceling all of my services with Petco and working with my credit card company to resolve. BUYERS BEWARE - THEIR ONLINE SERVICES ARE NOT RELIABLE. YOU CANNOT TRUST THEM TO DO THE RIGHT THING OR TO RESOLVE.