Petco — Local services in New York

Dear Petco Customer Service, I am writing to express my deep disappointment with the customer service I received at your location today at approximately 8:30 PM. In the 13 years I have been a loyal customer, I have never experienced such unprofessional and dismissive behavior. I was in line with my 4-year-old son, patiently waiting while Alberto engaged in a personal conversation with another customer for over 5 minutes. Since my son urgently needed to use the restroom, I politely said: “I’m sorry, but may I please pay so we can go?” Their discussion was not related to business—it was about what the customer’s dog had eaten. Instead of assisting me, I was told I was being rude. Alberto later apologized to the previous customer, but still insisted that my request was “rude,” even though I had clearly said “I’m sorry.” This is unacceptable customer service. As a parent with a child who needed to use the restroom urgently, I should not have been dismissed or insulted for simply asking to complete my purchase quickly. If extended personal consultation was truly necessary, Alberto could have: • Asked another associate to check me out, or • Requested that the other customer wait for just a moment. Calling me rude for politely asking to pay and leave shows a complete lack of professionalism, empathy, and basic customer service standards. I love Petco and usually appreciate the care your team provides, but this experience left me shocked and upset. I hope you take this seriously and ensure better training so no other customer—especially one with a child—has to experience something...

DO NOT go to their vetco, extremely irresponsible and unreliable. I schedule my cat to be seen on a Friday, and I had purposely took time out of work and took an Uber to have him seen by the vet. I was at first emailed that my appointment was cancelled the weekend prior (this was my second time making an appointment and getting cancelled on), but then on Tuesday I received a call saying they were able to get a vet come in on Friday and that I can keep my original appointment date. I come in on time, and the entire vetco is CLOSED. Not a person in sight except the Petco employees. My cat gets extremely nauseous and already starts drooling and howling from short car rides, and so I was very VERY upset that I was lied to. I spent time, money, and sacrificed my cat's comfort all for nothing. I called the manager, no pick up. They have no customer service system. I leave my number for the manager of Petco to call me, no call. I call Petco customer service, and all they can do is wait until the vetco people come back from "vacation" even though they set an appointment with me!! This happened about 2 weeks ago, and I haven't got no word back from anyone. And I wasn't the only person that day that wasted their time because of falsy appointments.

All in all, don't waste ur time here and go...

I've not been to this Petco in person, but wanted to share what became a positive experience because of one particular associate. I conducted a same day delivery order through this store. It is a really convenient, free service for pet owners in the city, operated through DoorDash, and there doesn't appear to be a minimum. Needless to say, because of an irresponsible DoorDash driver who has since been banned, we were in a pinch when, 30 minutes to closing we had not yet received a post surgery collar for our dog. My partner and I were frustrated, as both DoorDash and Corporate Petco reps were telling us there was nothing they could do to ensure another order got to us. On a three-way call I initiated with this store, an associate named Jacob helped manage this situation, suggesting that the corporate rep create a new pickup order, and arrange for a new driver through DoorDash. Jacob offered to stay late to ensure this new order was picked up, and called to update me when it was, almost 45 minutes after official store closing. This individual went above and beyond, acted empathetically, and remembered the reason this store exists- because we love animals! We were overjoyed to finally receive the package, and are incredibly thankful for...