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September 2023 by Tanya S.
I have never written a bad review of anyone or business, however, I feel it is important to make people aware of the experience I continue to receive.After researching my options, I chose Petco's Adult Essential Complete Package, which spans a total of 12 weeks. My goal was for Hamilton to achieve the Good Citizen's Certification and eventually become certified as a Comfort Caring Canine Therapy Dog, allowing him to visit Nursing Homes and Hospitals. However, my experience during the initial 6 weeks of training has left me frustrated and dissatisfied. The issues began when the initial trainer was dismissed, and a trainer named Christine from the Petco Sterling, VA location took over. At the second week of training, Christine informed me that she could no longer conduct sessions at the Leesburg Petco, suggesting we finish the training at the Sterling Petco. This arrangement was inconvenient for both me and another dog owner participating in the program.By the 3rd week, Christine informed me that Petco would no longer permit her to work at the Leesburg Petco. Despite the inconvenience, I agreed to drive 45 minutes from my home to the Sterling Petco. However, my frustration reached its peak during the 6th and final training class. At 3:22 PM, Christine texted me to say she had to leave early, suggesting that we reschedule the class. After making a 45-minute drive during rush-hour traffic and waiting for 8 minutes, Christine informed me that her manager required her presence on the floor, leaving the training incomplete. This disregard for my time and Petco's advertised commitment to consumers was deeply disappointing. I requested to speak with the manager, and the assistant manager provided me with a phone number, assuring me that the Leesburg store manager would return my call the next day, Friday, September 15, 2023. Regrettably, I did not receive a callback as promised. While I acknowledge that Christine displayed compassion toward our pets, her lack of dedication to fulfilling her training commitments became evident in numerous ways. There was a lack of clarity regarding the requirements to pass the CGC (Canine Good Citizen) test, which was advertised as part of the Complete Package but later revealed to be an additional $15.00 fee. Furthermore, during the training, only a portion of the CGC test items were covered, leaving essential components unaddressed. To provide some context, my motivation for enrolling Hamilton in Petco's training program was inspired by a heartfelt encounter I had during my husband's open-heart surgery at the Cleveland Clinic in Cleveland, Ohio. A volunteer and their dog provided immense comfort and support during this stressful time, prompting me to aim for Hamilton to become a Service Dog and bring the same love and compassion to my community.For the past two weeks, I have been trying to get in touch with Liz at the Leesburg, Virginia Petco location regarding my concerns, but I have not received any callbacks or assistance. Furthermore, on September 14, I had a conversation with both Christine, your dog trainer, and the assistant manager at the Sterling location. This was the day when my scheduled training session was unexpectedly canceled.I also reached out to the Customer Service Department both online and by phone, providing them with a detailed account of the situation. Despite my efforts and the numerous individuals who are aware of the issue, I have yet to see any progress towards resolving it.
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September 2023 by Julie B.
On the 17th I placed an order for specialty medicated paw wipes for my dog with an infection. The website said it would arrive no later than the 25th. I had enough wipes at home to get him through until they arrived. I got an email before the 25th saying the order was on its way. A week goes by and I get another email saying my order was on its way. I was annoyed. Two weeks from the order date I got a third email telling me the order was on its way. When another three days went by and still nothing, I called. It was the 5th. I was told it would come on the 7th and confirmed what was in the order as well. That was three weeks after I placed the order and two weeks after the originally promised arrival date. When they finally arrived, I opened the box and it was for another product. When I spoke to customer service on the 8th, I again confirmed the order for the medicated wipes and then told her that they sent me a different product and it was not a substitution. She wanted to start the process to reship. Seriously? So I can wait another three weeks for a medication my dog has been without for two weeks already? No thanks. I demanded an immediate refund and said I would return the incorrect items if they provided a shipping label that paid for the return at Petco's expense. They did give me the refund and told me to keep the item that was incorrect.I should have known better. I used to use auto ship for certain products only sold by Petco. I got an email from them telling me my auto ship was on the way. Two days later I got another email with an apology that they ran out of the product while filling auto ship, which got priority. Excuse me? This was an auto ship. It also said it would take about 10 days to fill the order.Several days later I got another apology email telling me that it would actually be three-four weeks before they shipped. I was really pissed off. I called to complain. They said there was nothing to be done. I immediately canceled not just that item, but the entire auto ship...forever. I had to find comparable items elsewhere. I said never again would I order from Petco.Stupid me. I needed these medicated wipes. At least two years had gone by so I figured I would give them the benefit of the doubt and try again. It was probably just a fluke, right? Clearly not.I will never order from them again. I will always use Chewy. Occasionally, I'll order from Petsmart, which is funny because I think they own Petco.
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February 2023 by bridgette m.
this place has terrible costumer service and pays no respect to their costumers everything is dirty or broken there is a ton of unboxed stuff it smells like shit and they don't take care of the animals there were 5 gecko in one tank and they looked miserable i know this because i have one of my own there was also bags of trash in the cats home and i waited 45 mins just to get crickets which they didn't even let us buy. I HATE THIS PLACE GO TO PETSMART. THIS IS THE SHITTIEST PLACE I HAVE EVER BEEN TO FUCK PETCO.
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December 2022 by Lauren K.
This petco full on abuses their animals. Their crested gecko's tail is literally falling apart. I have never seen tail rot so bad in a reptile before in my life. Pet stores have a vet to bring their pets to so there's absolutely no reason to leave this poor baby gecko DYING
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October 2022 by Christine H.
First time grooming for our 5 Mo. old bernedoodle. Scheduled online, which was pretty easy. Store opens at 9 but grooming opens at 8. Someone was there to slide open the door since I wasn't sure how that was possible.We met April and she assessed Gus and helped me decide what type of cut would be good for him. She was thorough and caring and we are really happy with her work. Will be back!
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April 2022 by Kabir A.
Went by today knowing that the store would be open until 6... just my luck. New hours. Open until 4PM.
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January 2022 by Barbara D.
You never know if the store is going to be open or not. Hours don't always match google or the website and it's so annoying and inconvenient. Fish section is ok but I would still quarantine fish after purchase.Petsmart is cheaper and has a lot more coupons.
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January 2022 by ChowNut ..
I usually have a good experience here when I show up to address my goldfish needs. I know times are tough when it comes to keeping a proper staff, but when I showed up today, there was a sign that said they'll be closing at 6pm every day this week rather than 8:30pm.Ok, so I quickly go inside and then I hear on the intercom that the store will be closing in 5 min. So, I wave down a worker across the store and he screams out that it's too late.As I approach the front of the store, he tells me that goldfish sales end 30 min before closing.Ok, so how is it helping the franchise and the economy when stores don't want to make sales? Ridiculous.
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August 2021 by Thomas C.
Don't waste your time. Depending on the day they decide to change their hours just to mess with their customers at this point. Every time I come to this place they are closed, then while I'm leaving I see another 2 people attempting to get their animals food and walk away as well. I give up, moving to another brand. I guess if you work until 5pm and stop your life and race to petco maybe you might be able to get what you need. Depending on the day might be 6pm or 8pm or heck why not close all together.
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November 2020 by Carla T.
Petco Grooming-do NOT let them near your dog. Zero stars deserved. Our beautiful little Shichon puppy went for her first haircut. What she received is horrendous. The groomer called and said she was stopping and we needed to pick her up. They could resume the cut in about 10 days. What?!? None of it is even, blended, professionally cut. NEVER will they touch our furry little girl again.
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October 2020 by Michelle P.
I have been to this Petco on numerous occasions and had decent experiences in the past. This evening however I had to wait over an hour for my return to be processed. Austin the cashier was working hard to help everyone as best as he could, answering the phone and doing curbside pick up by himself. When Austin tried to process my return he kept running into issues with the computer. He called for manager assistant at 7:02pm. His manager Cameron did not come to the front of the store until 7:37pm. I however continued to wait and was the LAST priority. I did not leave the store until 8:00pm and was the LAST person to be assisted. When his manager processed my return it took less than a minute to do so. If he would've come in a timely manner I would've NOT wasted an hour of my life. I will no longer be shopping at petco in store or online moving forward.
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October 2020 by Chandler S.
Saltwater fish employee is great. All of our fish are healthy and doing well. I love going to this place for freshwater plants and to look at new saltwater fish. John is the best, he's very helpful.
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August 2020 by Owen D.
Employees work too slow. Dont have a passion about animals and dont have the greatest knowledge. Id think when hiring at a pet store you would hire employees the opposite of that.
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June 2019 by Kati M.
Like a few others, I've got complaints about the grooming department. I've used this location for ~4 years now, and it's always been fine. They're good with my dog, and he comes back to me nicely groomed. Yesterday, I took him in for his appointment. It took about 20 minutes for them to get him checked in, when it's never taken longer than 5 or so before. Then, they said 2-4 hours, which is a huge range and also seems excessive for a bath and a haircut. So after 3 hours, I called in and was told he was almost ready. Again, it's never taken this long before. Overall, I'm left with a bad taste in my mouth and will be looking for a new groomer. Based on that experience alone, I'd give them a 1. But since we've been visiting this location successfully for many years, I'll say 2. I don't know what happened to the grooming department, but it's gone downhill in a very real way.
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March 2019 by Christina Y.
I love coming here way more than Petsmart. They have a better selection of supplies and the customer service is so attentive. The moment I walked in, I was greeted and the person who rang me up was very informative with any questions I had. Overall, the atmosphere seemed very friendly and helpful. Definitely will continue coming here!