Petco — Local services in El Cerrito

Never again! This is the second time I’ve had a terrible experience with Petco grooming.

The first time, my Goldendoodle had a 10 a.m. appointment. I called all day to check if he was ready, but no one answered. At 8:40 p.m.—almost closing—I finally got a call saying, “Sorry, we forgot your dog was here.” Absolutely unacceptable.

I decided to give them another chance today, Saturday, August 23, 2025. My dog had a 2:15 p.m. appointment, and by 5:45 p.m.—again, almost closing time—no one had called or answered the phone. No updates, no courtesy, nothing.

This is irresponsible, unprofessional, and shows zero respect for customers or their pets. I will not be returning and cannot recommend this location to anyone.

Formal Complaint Regarding Grooming Services – Request for Refund, Apology, and Compensation

Dear Petco Management,

I am writing to formally express my extreme disappointment and concern regarding the grooming services at your location. Unfortunately, this is now the second time I have had a very negative and unacceptable experience while bringing in my Goldendoodle for grooming.

The first incident occurred when I scheduled an appointment at 10:00 a.m. I called several times throughout the day to check on my dog, but no one answered. I waited patiently, assuming the staff was busy. To my shock, I finally received a call at 8:40 p.m. informing me that my dog had been completely forgotten at the facility.

Today, Saturday, August 23, 2025, I scheduled another grooming appointment at 2:15 p.m. As of 5:50p.m.—just before closing—I had still not received any communication. Once again, no one answered my calls, and no courtesy update was provided. To make matters worse, I later learned that my dog had been kept in a cage for several hours. This is unacceptable and raises very serious concerns about the quality of care and attention provided to pets at your facility.

Given these repeated failures, I do not believe I should be required to pay for today’s service. I am requesting the following: A full refund or that today’s charges be waived immediately. A written apology for the repeated lack of communication and for keeping my dog confined for an excessive period of time. A store credit or grooming voucher as compensation for the inconvenience, distress, and poor treatment my dog and I have experienced.

I respectfully request a prompt written response and assurance that corrective measures will be taken immediately to prevent this from happening again to my pet or any other customer’s.

Sincerely, Cody and...

Staff on the phone was rude.

Called in earlier today to ask if they had any cardboard cat carriers. A girl answered and told me they had them. However, when I asked her to check to see if they were in stock, I got hung up on.

Called back and asked the same girl again to check they're stock and was put on hold for 20 mins. After which, she asked me what my question was again. Which, to me, sounded like I was just put on hold in the hopes that I'd just abandon the call.

When she finally does check, it takes her only a few seconds to check her computer while I was on the line.

She then tells me that they have this brand and that brand of cat carrier, but that they don't have any cardboard ones. With that being the case, I asked her "What the price of the cheapest one?". She responds with "Okay". I assume she didn't really hear what I said because "Okay" is not really the way to respond to that kind of question and ask her again. She then says "I'm checking" like I should have known from her first response. She could have just taken a second to say one or two more words like "Let me see" or "Give me a sec and I'll check for you" but I guess it was too much work for her to communicate with a customer courteously and effectively. I was left with the feeling that I was just taking too much of her precious time asking these normal questions when it's what she's literally paid to do.

To top it all off, I went the website afterward when I got back home and it said they DID have cardboard cat carriers in stock!

Good thing I didn't give them my business cuz I'd rather pay more and give my money to the local petshops instead. Ended up going to Animal Farm Pet Food Supplies where they were both patient and courteous with me. I paid a few bucks more, but it was well worth it not to have to deal with the apathy from the girl at Petco.

I know your job must suck, but that's no reason to take it out on customers. And if it's that bad, find...

This is honestly the worst experience I've ever had. Would give zero stars if possible. I hope to never have to return to this Petco location. Booked an appointment to get my dog groomed and got a call LESS THAN 2 HOURS before my appointment saying I needed a doctor's note in order for them to groom my dog because I mentioned that he has bad knees. So I had to frantically try to acquire this note somehow before my appointment.

First, I have never had to produce any paperwork like this since my dog was diagnosed with luxating patella (i.e. bad knees) years ago. It's not a life threatening thing and he's not lame. I just mention to whoever his groomer is that he has bad knees and to go easy on his knees where possible. 10 years and it's never been an issue.

Now, I understand that policies change and that's fine but to get the call with less than 2 hours to spare before my appointment is crazy. How am I supposed to produce a doctor's note if I've been given zero notice? Even the receptionist at my vet office looked surprised when I asked for it. I literally had an appointment at another Petco several days before that I had to cancel for a family emergency and they did not need this. I am going out of town in a couple days and needed this groom done and now I have to scramble to reschedule because no one at this store bothered to let me know anything was needed for his appointment. Getting a call right before with no time to get what's needed doesn't count. Incredibly unprofessional and inconsistent. Would recommend bringing your pup elsewhere if you want to be...