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August 2024 by Mx H.
Official complaint mailed to Departments of Justice - Consumer Complaint against a business / corporation: I went to buy a turtle from Petco location 1313 in San Mateo on Aug 19, 2024. I got everything (tank, light, food...for the turtle) the sales girl recommended which added up over $450. During the contact I asked her questions about the age and gender of the turtle I picked, she could not provide any of the info, so I got a turtle with no any form of identification, or birth record, or the legality of their vendor. When I asked her who was their vendor bc I wanted to find out more info about my. new pet, she gave me three letters "BPD" said that was their vendor. In that same afternoon, I looked up "BPD" on Google, it shows no pet vendor named this but it showed they represent "Borderline Personality Disorder"! I feel insulted and hurt. Also, during the consultation before I paid I pointed out to her that in at least three tanks for their fishes, located right next to the turtle tank, I saw dead, partial fish bodies stuck in the water filters, where other alive fishes swim by, in the same tank. That scene almost made me vomit, and there was a mom and a little girl shopping there too. When I pointed out this problem to her, she just said "Oh" and turned around. If I was a mom, I will feel furious bc I bring my kid here for picking up a pet but if my kid saw this disgusting scene I will definitely worry my young kid will get negative impact in their mind. Obviously this store does not care, neither the cleaners of the place they keep their animals, which are also lives like us humans, nor the impact that might do to the young kids. But I still got and paid for all she recommended and I made a $25 donation at check out for Petco. She recommended me a future 15% off membership and I got it too. When I got home, I found that the food for the turtle is expiring in Oct 2024. Based on my own online research, seems that these turtles must all be purchased from vendor with a license and must show they obtained (fishing) the turtles legally. While none of the Petco employees I contacted with could provide me a full name of the vendor except "BPD", which is a mental disease. The GM even said I was yelling over phone but actually I just politely but firmly asked for what I deserve to know. This GM gave me a number to call for info and it connected me to Petco customer service, again, they know nothing about their vendor. The agent I talked to over the call promised me someone who can help will call me back the next day. I waited for 24 hours, no body contacted me, so I called Petco customer service again. They asked for my email address for follow up, that was 4 pm,, Aug 20, I told her I will only wait un til 9 pm the time the store closes. Now 9 pm, I received ZERO email ZERO call back from any of them. I request full amount refund, for first, I dont trust their service or product no more, based on how they treated consumers; second, I am very angry about how they treat lives, they keep alive and dead fishes in the same tanks and when I pointed out to the sales assistant she showed she did not care. Also, based on my online research combined with my observation on the turtle I got, this poor turtle is very unhealthy bc his shell has a lot of pits and cracks, which indicated this turtle` health condition is bad, and according to his rings on the scutes, he should be around 6-7 years old (the sales assistant told me they got this turtle a few weeks ago) and he should be a male based on the shape and length of his tail. The employee is not well trained, not responsible, nor respectful. So I request full refund, but I still want to take care of this turtle for his health, so I can step back to request the full refund minus the cost of the turtle itself, if needed. I told the customer service all these and they said the conversation was recorded and will be handled, a proven lie bc I called twice, no one followed up back to me as they promised.
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August 2024 by Nancy W.
Worst experience not once but twice got a new puppy thinking Petco is a know pet store for pets. Tanforan mall one first we went to. Our puppy and he came back worse then when he got there. The trainer at petco even said they did this and I should file an complaint which I said it's ok I'm just not going back. Then she recommended the one that she use at Bridgepoint in San Mateo. Our appointment was at 3pm we got there at 3:11pm which I know we have a 15min grace time. She was so rude and said we are late and can't take us because she has to pick up her son at 4pm so why did you schedule me at 3 knowing she had to leave? I booked this appointment over 3 weeks ago so why did she not call to reschedule me and waste my time. I rushed back from my meeting in the eastbay for this appointment. So disappointed and NEVER going back!!! I would give a no star if I can
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July 2024 by Clifton L.
Rarely ever do I take the time to write reviews. But the woman who answered the phone from the grooming department around 3:43pm on 7/11/24 was so rude I had to say something. Had simple inquiries about rescheduling an appointment and she couldn't resist the urge to speak over me the entire time and while I was mid sentence hung up on me. Can't remember the last time I felt this disrespected by any retailer.
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May 2024 by Vickie L.
It is such a chore to get crickets here. Been waiting 15 minutes, went to front and purchased and was told to go back. Waited another 10 minutes. Horrible customer service.
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April 2024 by J B.
Have had Diana and Laura groom my dog well and with kindness. Due to family illness needed to grab appt with first available groomer. Amanda was stressed, rude, said my dog was too senior (yet vet says she's active and in great shape) and threatened that "How would you feel if your dog quit breathing while I was grooming her?". Then she blocked my account from making an appointment online with someone else. This rude incompetent employee should be terminated.
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February 2024 by Cristina C.
This is located in the Bridgepointe Shopping Center so there is plenty of parking, I always do an online curbside pick up at this location. They 90% of the time have the kibble and treats that I get for my dog which is great since I experience stock issues at other Petco locations. I call and park out front and the staff brings my order out and places it in my trunk. I also love that they provide a discount online with this option. I would recommend this location.
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February 2024 by C Walworth
I took my dog to see your vet for a check up and several vaccinations. She is a very nervous, skittish dog but your vet was amazing. He was so patient with her and very careful not to make her anxious.
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December 2023 by Shelby B.
I have either Laura or Vincenzo take care of my little chihuahua for regular nail clippings. They are always friendly, warm and help as he is very nervous. His nails are clipped well and I can see both love animals a great deal.
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October 2023 by Carolina P.
So I've been taking my baby here for a while, using a specific groomer because the other available groomers seem to be random employees with little to no experience. Our usual lady has always had a fun rapport with us & although scared our VERY sweet, friendly and calm boy seems comfortable enough with her and in the past she has done a fairly good job on him (Shih Tzu). The last couple times haven't been great. We've noticed nicks here & there, increased mood change upon arrival and sometimes you can tell that either a different person cut his hair or she just really didn't GAF. In fact, I didn't want to bring her our business anymore but had no other choice due other circumstances so my baby has been getting the "home style" haircut for the last couple of months, lol. I clearly am no professional but it is sometimes easier to drop him off & pick him up later all bathed & groomed. I take him in to his appointment, usual banter between the groomer and me and her manager was there as well as a young man very focused on his phone. We discuss the usual and I head out with honestly, a heavy heart because my usually VERY sweet & happy boy gets very still and clings on to me for dear life as we approach the store. I always assumed it was because they crate the animals when they're not working on them and my baby has never been crated but I still took notice of his shy and skittish behavior as I hand him over. I leave and try not to think about it as I have errands to run. About 15-20min later I receive a call from the manager letting me know they are unable to bathe him and give him all the usual treatments because they alleged he has sap on his paw and severe matting so "they can't work on him." Initially I was surprised as he is a "townhouse" dog meaning he rarely goes out in areas with sap trees, sticking more to pathways and sidewalks and he NEVER has matting as I usually bathe and brush him in between appointments. I express my confusion and am told again that they don't service dogs with in that state. I ask then if he's ready and let her know that I'm irritated by this news but I am on my way back. Once I arrive they have my baby on the countertop already and I immediately look at my baby and see that she has already cut his hair so I reach for him and again he grabs on to me for dear life and I wonder what they do to him to make him so scared! He is NOT that dog! He usually holds court and everyone he meets love him! So she's going on and on about their policy and how he has such severe sap and matting that I will need to take him to a vet to have his paw trimmed and I'm looking everywhere for said horrific and medical-attention-requiring-work and yes, he has what looked like a black paw lol, I reiterate that he has never been in areas where sap is present and point out that what's on his foot is either mud or poop! Now she and the manager are waiting to say their piece and she does so by informing me that "as a stylist she has the right to decide when to groom or not & by MY reaction to THEIR judgement she will no longer be grooming my baby in the future as well." I chuckled to myself and let her know that she needn't worry as I wouldn't be bringing him back and in fact- I never wanted to use her services again to being with because the last couple times she did a shitty job on him. She thanked me sarcastically and I walked out.
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October 2023 by S E.
I was just in Petco, and I was appalled by the conditions of the reptile section. The bearded dragon tank was covered in feces. The two bearded dragons were emaciated and literally starving to death. I questioned the staff and they said that the animals had not been fed in a week. Reptiles at this size need to be fed multiple times a day. This is animal abuse at its worst. In the tank next to them were leopard geckos whose tank was also covered in their own feces and starving. I demanded that somebody feed them and did not leave until they did. I can't believe the greed of Petco. Why do you sell animals when they cannot be cared for. Please stop selling reptiles and other small animals. You lost a lifetime customer.
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September 2023 by Jimmy C.
Used to bring our dogs here for grooming with Amanda W. Unfortunately today I was called "a liar" by the groomer, she implied that I was trying to deceive her by "not disclosing a known health issue," when she asked me. The health check which I filled out, was right on the computer screen in front of her. I made the obvious assumption, that she meant any other "unknown issues to them." She proceeded to cancel my other dog's grooming appointment. Basically I was treated like a liar or a criminal. I guess I do look like one after all . If she was polite and apologetic I could have understood, but her arrogant "I've been grooming for 16 years" attitude really angered me. Oh well, live and learn.
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September 2023 by Lauren G.
This store is reprehensible. You're going there to buy items to help you care for your pets and yet this store does not care for the animals it houses. The employees are nice enough (when you can find one) and I have never used the groomer, but the store in general should be shut down. Boxes and boxes of stuff in the aisles that you have to navigate around. Dead aquatic plants floating in disgusting aquariums. DEAD FISH floating in most of the aquariums with those that had managed to stay alive EATING their dead tank mates. IT IS AWFUL!! Isn't there a regulatory body for pet stores???
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September 2023 by Ruya G.
This is the worst and laziest groomer. The staff didn't even bother to calm the dogs down and just keeps turning away perfectly normal dogs. Don't bother wasting your time to book grooming appointments here.
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September 2023 by Annie H.
I come here for fish and dog supplies. Sometimes it's hard to find someone to help with the fish but otherwise people here have been really friendly and helpful. They ran out of female guppies when I went and the person in charge of fish was able to recommend a different breed that would get along with my other guppies. My pup loves coming here for treats!
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August 2023 by Cameron M.
If I could give less of a star I would. They denied us grooming services because our dog takes an over the counter joint vitamin THAT THEY SELL!!!!!!
