Petco — Local services in Rockwall

5 Stars – Thank You, Petco Rockwall (and AJ!) for Saving Our Betta!

We visited this Petco in Rockwall after first going to the PetSmart nearby, and I can say without a doubt—the customer service here is so much better! As a mom trying to help my daughter care for her new pet, I truly appreciated the kindness, patience, and knowledge we received here.

We had just bought a beautiful black male crown tail Betta from PetSmart, and despite doing everything I thought was right (cycled the tank, checked pH, nitrates, temperature—you name it!), our poor fish was struggling. He floated for 5 hours to adjust, but the hard Texas water was a challenge I hadn’t been able to overcome. His fins were clamped, and he was listless at the top of the tank, leaning to the side with his body arched. I honestly thought we were going to lose him, and my daughter was heartbroken.

That’s when AJ stepped in like a fishy guardian angel! She helped us pick out natural habitat items—three moss balls, driftwood, and a stress coat water treatment with aloe—and she explained everything with so much clarity and compassion. You can tell she really knows her stuff, and she mentioned her husband has a scientific background in aquatics, so it all just made sense.

Within 24 hours, our Betta perked up, his fins opened back up, and he started swimming again! I was seriously amazed. AJ’s advice made all the difference, and I’m so grateful.

Also, a huge shoutout to her for being so kind to all the children in the store—not just mine! She was showing them ferrets and guinea pigs with a smile, even while clearly juggling a busy day. That kind of kindness sticks with a mom like me.

We will 100% be coming back—probably soon to grab a couple of snails! Thank you again, AJ and Petco Rockwall, for the incredible customer service and support. You helped us save our little fish friend!

— A very...

I had an incredibly frustrating experience at Petco when I tried to purchase a turtle with a tank that my grandmother had bought for me. The employee in charge of the aquatic station, who refused to give me her real name and only went by "Mouse,"was incredibly unhelpful and dismissive. Despite my tank meeting all the necessary requirements for owning a turtle, the lady called Mouse refused to let me purchase one because the tank was not bought at Petco. It was extremely disappointing to encounter such unforgiving customer service, especially when I had already invested so much time and money into preparing for a new pet. The tank that I had was a $200 gift, not to mention all of the other supplies that was already purchased. Mouse's attitude made me feel like my business was not valued, and that my efforts to provide a safe and comfortable home for a turtle were being disregarded. Thanks to the manager at the aquatic station. I just wanted a turtle. I'm not a criminal nor even a child to be talked that way but she sure does makes you feel like one

Overall, my experience at Petco was extremely negative and I would not recommend the store to others. It's a shame that a single employee's poor attitude and unwillingness to work through a situation with a customer can ruin an...

I ordered a $400+ litter robot (Petsafe) for my disabled mother (she's in a wheelchair) on December 29, 2024.  I picked it up from this Rockwall Petco (45 minutes from my mom's house) the same day.  The next morning I got up to put the litter box together and discovered that the box had been used (you could tell from the grey litter holder) and poop/litter mark on the side of the box.  It was also missing the bags that come with it, any paper work like the specific QR code that goes straight to the build instructions (not the one on the side of the box), and the red pin that helps hold it together while you are building it.  I have one of these at home that I recently bought from the Conroe Petco, close to where I live, so I know what's supposed to be in the box.  I was leaving later that afternoon to go back to my home near Houston (3.5 hours away).  I had to return the box the same day, causing me missed time with my mom, as well as the headache of reboxing and just general frustration with Petco selling me a used litter box as if it was brand new.  I left a message with Liz for the GM at the Rockwall Petco (Mark) specifically asking that he return my phone call but he never...