Petco — Local services in Orange City

I made a 3:30pm appointment a week in advance to take my newly adopted doggie in for a shampoo and cut. She is small, weighing only about seven pounds with short hair that needed to be cut and nails to be clipped. On the day of her appointment apparently the groomer called me to see if I could bring her in earlier because she only worked until 5pm and wouldn’t have enough time to do the dog. I am not a person that keeps my cell phone glued to my side so I did not hear my phone. They said they left a message and whereas my phone log did show they had called, I had no voicemail messages from them. It wasn’t until I was on my way to PETCO (I live 30 minutes away) that I saw a text they had sent. I called them and explained I was on my way and apologized for not having seen the text sooner. They said to still bring my doggie in. I get there and they took my dog back into wherever it is they take them but explained it might be as late as “sevenish” before she will be all done. I said ok. I wasn’t happy about it but needs must. PETCO called me at a few minutes to 7:00 to tell me my dog had bitten the groomer when she tried to get her out of the kennel and to please come get her. This little dog had never once offered to bite me or my husband since we have had her. She is a real sweetheart. She had been bathed but that was all. It took them 4 hours just to bathe her? They took me back to get her and she looked pitiful in that big kennel with just a small towel to lay on (which she wasn’t). She was trembling and came right to me. So, this is my take on this disaster…1. If the groomer you assigned to do my dog had to leave at a specific time why did you wait until a few hours before my appointment to let me know this? 2. Why didn’t you just swap some appointments around to a groomer who did have the time? 3. Why didn’t you leave my little dog who was a recent rescue in that big kennel for so many hours? I told you I had just recently rescued her! 4. If your “store manager” called me right before 7:00pm to tell me my little dog had bitten someone when you had said she would be ready, why had nothing been done to except bathing her? I feel like this grooming department did all of this on purpose to “punish” me and my poor terrified doggie because I insisted on bringing her in for her SCHEDULED appointment. I don’t think it takes four hours to groom a dog as small as she is regardless of working on more than one dog at a time. That doesn’t make sense to me anyway. Oh but you can assure your pet is the only one being worked on if you pay for their VIP service! So people the reason for this long missive is to let you know NOT to take your dog to PETCO for grooming unless 1. You keep your phone glued to your side in case they try to contact you; 2. You make sure the groomer assigned to your pet has plenty of time to accomplish her task in case she has to leave by 5:00pm; 3. You don’t mind your dog being left in a kennel for a long period of time; 4. You don’t mind sitting in your car waiting for 4 hours to get your poor,...

Dear Petco,

I have to write to you on from here because apparently they cannot provide me with a managers email address.

I am writing to express my deep dissatisfaction with the grooming experience my dog had yesterday 02/25/2025 . I was shocked and upset by how she came home and the overall handling of the situation.

First and foremost, I was informed that my dog experienced severe anxiety with a new employee, “Jess” , which led to her having an incident where she pooped herself—something that has never happened before. I am extremely concerned that she was put in a stressful situation without proper care or attention to her needs.

Additionally, we had specifically mentioned that we did not want her hair cut too short. While I understand that a flea bath might require some trimming, we did not expect her to be shaved down to the skin, especially since it was NEVER communicated with us that it would be that way AND we had already explained how we wanted the length of her hair. If this request was not able to be met, that should have been communicated effectively with us instead of taking matter into her own hands. She has patches all over her body, which makes it look as if she was used as a practice dog for the new employee. This is completely unacceptable, and I feel deeply disrespected by the lack of consideration for our requests and my dog's comfort.

When we were called to pick her up due to her anxiety, We were told by the employee that normally cuts her hair that they would "fix" her haircut on Monday and spoke to the manager and they allowed us to pay for the service on that date instead of yesterday as if that was the resolution to this awful haircut they did on my dog . This was an incredibly unprofessional response, and the employee who cut her hair wasn’t even present when picking up our dog, leaving us without an explanation as to what happened. This situation is entirely unacceptable. I do not expect to pay for a service that was performed so poorly and in direct contrast to my original instructions.

I am very uncomfortable with the way my dog was treated. I understand my dog has anxiety but if your employee does not know how to handle dogs like this, why are they even allowed a position who’s job responsibilities are to work with dogs ? My priority is the well-being of my pet, and this experience has left me questioning whether I can trust your facility in the future.

I included some before and after pictures so yall can see how bad it...

Petco really needs to change their policy about requiring a barcode if you’re purchasing prescription cat food that has to go through their vet. I’ve purchased C/D Urinary multicare multiple times without them ever needing a barcode on their app at multiple locations, including this one.

To make a long story short, I get a 17.5lb bag shipped from Covetrus to my house. Sometimes they run behind and I have to get a small bag to hold us over until the shipment arrives. It was not delivered when the company said (which was at the end of the day).

I went to this location at about 7pm to get a bag because I literally had no food in the house for my cats.

They refused to sell me the food, even though I showed my prescription from TWO VETERINARY CLINICS (one from my old one in another state and one from my current one), had screenshots of appointments from my vet that confirmed all 9 of my cats eat this food. I had all of the contact information handy and told them I could call my veterinarian to get a verbal confirmation. Nope, it wasn’t good enough.

The cashier and manager argued with me and insisted there was “no way I had purchased it without a code.” Somebody clearly knows how to override it because this was the first time I’d ever been told of that policy in the 10 years I’ve been buying this cat food. What made me even angrier was that they knew all veterinary offices close to us were closed and my cats had no food until the next morning. They pretty much just shrugged and said, “Sorry.”

I walked out of the store embarrassed and in tears because I felt like I had failed my animals. I understand policies are there for a reason. I understand you have to see a prescription but there has to be a way you can either look at someone’s proof and override the barcode or have a vet on call that talk to you because this should not have happened.

I’ll come here for mice for my snakes but nothing else. This experience left a bad taste...