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Petco

3.0 (148 reviews)
Open 9:00 am - 9:00 pm

Services - Petco

Bath and groom only

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I am extremely disappointed with Petco's customer service and lack of accountability. After an incident at the store, I was repeatedly told that a district manager would contact me to address the situation. It has now been several months, and no one has reached out -- not even once. Being told multiple times that someone would call, only for that never to happen, feels dishonest and dismissive. As a customer, I expected transparency and follow-through, especially from a large company like Petco. The complete lack of communication and resolution shows a serious disregard for customers and their concerns. Unfortunately, this experience has left me with very little trust in the company. Attached you can see the first initial review that I gave.

Petco's "policy"
S. M.

I purchased an injured parakeet/budgie on 4/5/2021 from the Petco on 1280 Lexington Ave New York, NY 10028. I asked the associates there why the bird was on the base of the floor huddled in a corner with a bald patch on its head, and they said, "oh travel." They also told me that the bird got here an hour ago. I ended up taking the bird home because of the poor conditions at Petco and because I didn't think the bird will stand a chance getting purchased. It was already by itself on the cage floor. Upon coming home, I noticed the bird had splayed legs and a dirty vent (it cannot poop normally), and it is unable to move about in the cage without assistance. Due to this, we asked Petco for a 100% refund. We also absolutely refuse to return the bird with uncertainty about what kind of condition Petco is providing for these animals. Additionally, why would the store put an injured bird in the parakeet cage for sale? Clearly, something was not right because the bird was on the cage floor with a missing patch of feathers on its head. When I called the store today (04/06/2021) at around 9:40am and asked to speak to the manager, the woman (who said she is the manager) said that I would have to return the bird so that the bird can see Petco's vet, and then REPURCHASE the bird again once "it's well." She said it was in the back of the receipt. Well, I have attached the back of the receipt to this review and don't see anything that outlines what she said. I find it absolutely outrageous because not only is the bird already injured but how do I even know it'll get proper care from Petco's vet or any care at all? Why would you put a bird on the sales floor when clearly it's not well? And then you force customers to repurchase an injured bird AGAIN and get double the profit for treating the animals like trash to begin with? Awful. This Petco location is terrible and I advise for you to stay away. I have reported them already to the Humane Society and PETA. Also, rest assured, we are keeping our bird safe at our home with our other budgie, and having him be seen at our avian vet.

Showed up at 8:45pm on 7/4/23 when they close at 9pm - the sign on the door says they are open until 9pm- but when I showed up all the doors were locked. SEVERAL employees saw me and two other women knocking on the door and would not come to us. They made a gesture as if they were closed - 15 full minutes before they actually were supposed to be. The women I was with had a dog food order that had been confirmed for her to pick up by 9pm. There were four employees total that completely ignored us, refused to answer the phone or acknowledge us and then came out of the front door at 8:56pm. They intimidated us and all 4 of them came at one small women with her dog, of which I have a video and will be sending to higher management. Absolutely insane to ignore multiple customers and their dogs when we could have been in and out before they closed. And on the 4th of July when many animals are spooked by the fireworks. Time stamp on the photo - taken from the video is 8:56pm. Worst treatment I have ever received from Petco.

Miss you Kevin
Fred M.

I had my dog groomed here until Kevin left. Now I'm lost without him. He is not only a master groomer, but organized and methodical caring not just about his doggie clients but about their owners too. I sure hope he comes back soon and restores the grooming services at this store to what it was before.

the day after my poor dog got a hair cut here. they couldn't m even be bothered to make it even. everyone told me how ugly she looked.
Kym P.

I literally can't even believe how bad my dogs haircut was. She's 5 pounds and they charged me close to $100 for her to come out looking like a rat. Also, it's the most stressful store, my dog is visibly uncomfortable going in there. the lines for vaccines are insane, what's the point of an appointment? the associates are also pretty rude.

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7 months ago

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Ask the Community - Petco

If we adopt a puppy will we be able to take it home the same day?

Thank you for your inquiry. To receive the accurate information on adoption-related concerns, please check the link https://www.petcofoundation.org/put-your-love-into-action/learn-about-adoption/adopt-at-petco/ and… 

Do you sell goldfish and beginner tanks.?

Yes

Don’t See Your Question? Ask Away!

Review Highlights - Petco

I made an appointment with Vetco Clinic, and I went to the one on 86th and Lexington because it's closest to me.

Mentioned in 2 reviews

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Hair Of The Dog - Flawless groom every time

Hair Of The Dog

(61 reviews)

Midtown East

Laura is amazing! She does a fabulous job and goes above a d beyond to make sure Magnum is getting…read morethe very best care! I recommend Hair of the Dog highly!

So done. Molly has…read morebeen getting groomed by Laura for eight years. She's an excellent groomer, but she is not great at running her business. Molly has had standing appointments every month, but they're not always followed up, and sometimes, I don't even know when her appointments are. I had expressed my concerns with Laura in the past. Last month, I was supposed to go away on vacation. We had already booked Molly's appointment before my vacation, so I wasn't concerned about it. I asked her for a status update on the day of, and she told me that she had moved her appointment date, and "sorry I didn't update." She didn't even ASK ME if this schedule change was okay to begin with! What the hell? Who is she to just move things around without asking me? When I expressed my frustration at the time, she gave me a very curt/dismissive reply. I called her out on it, then she blamed texting as the reason why it came off that way. Then guess what: work on your texting/communication skills, if that's the way you choose to communicate with your clients. Not to mention that whoever is helping her run the business side of things (Tammy) has been super rude. She even tried to get me to RETROACTIVELY sign a fuel surcharge document for the prior month, when this had never been discussed with me. All of her responses (via text) are super curt, dismissive, and rude. That air of superiority does not work for me. All of the negative reviews about the customer service are accurate. Things were so bad at that time that I texted Laura and said that while I've appreciated everything she had done for Molly, we were going to have to part ways. She and I discussed it, and I was convinced to stay with her. She told me about what she had been struggling with, and I was compassionate to her situation. Things got better for a bit, but not for long. That's the key issue with this place: there is a lack of consistency. Things look "better" for a bit and then drop back into the abyss. Today was the straw that broke the camel's back. Her truck needed servicing. I understand that those types of things are not predictable. Of course I would be understanding of this, but each month comes with some sort of issue. It's hard to consider this a "one off" when it happens more frequently than not. I expressed my frustration and she said she's apologized in the past. I told her that this is causing me anxiety each month. Getting my dog groomed, when her schedule is already booked, should not be this stressful. Her reply: "It is unfortunate that you feel that way. The only anxiety I had today was that I could get my truck repaired in time to not let my people down, and that it wasn't a giant bill. It is my hope that you feel better." It was clear from her response that she has no empathy for others, despite being someone who's used her own mental health issues as an excuse for her past transgressions. "The only anxiety that I had today..." part basically makes it seem like she's diminishing my feelings about being dismissed nearly on a MONTHLY BASIS. So apparently, it's only about herself. By her saying "it is unfortunate that you feel that way," it was clear that this is over and that this is completely irreparable. She takes zero ownership and had no insight into the fact that it's not just about today -- everything is additive and I have not seen things go smoothly for a long time. Apologies can only go so far. She also told me: "I agree that it would be nice if things always ran smoothly all the time, but sometimes we just have to roll with it." There's been a lot of back and forth for many years, a lot of schedule changes, a lot of Molly getting dropped from the schedule, lack of communication, etc. I had been loyal through all of it. I've BEEN rolling with it. Yes, of course it would be nice of your clients to be flexible from time to time... but it shouldn't be all the time. The tone of that also feels like she's asking ME to shoulder HER burden. Unfortunately, it is just time to part ways. They seem to charge a missed appointment fee if cancelling less than 48 hours in advance, and whole amount for no call, no show. Apparently, respect or this policy isn't a two way street. If you notice from other reviews, she's lost several loyal clients due to rudeness and lack of reliability. One of the other reviews says that they cancelled him 30 minutes prior to the appointment, using COVID as an excuse - and one of the groomers gave him a snarky reply: "I'm sorry this how you are reacting due to being rescheduled during a National crisis." It's these types of unwarranted, inappropriate, snarky remarks that I've gotten so used to from some of their people. This is clearly the norm of how they speak to people, which it shouldn't be. Perhaps she should spend more time on her business and less on her chickens.

Petco - petstore - Updated July 2026

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