Anyone have recent problems with petco.com?

rickr · Jan 7, 2016

I had a recent problem with an order from petco.com. I thought I would see if my issue is unique or if others have experienced similar issues.

I prefer shopping at the brick & mortar store, but my near-by store has trouble maintaining stock on some items. So I occasionally order from petco.com. I've never had any issues until my last order. Here's what happened.

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Name="Medium List 1 Accent 6"/> <w:LsdException Locked="false" Priority="66" SemiHidden="false" UnhideWhenUsed="false" Name="Medium List 2 Accent 6"/> <w:LsdException Locked="false" Priority="67" SemiHidden="false" UnhideWhenUsed="false" Name="Medium Grid 1 Accent 6"/> <w:LsdException Locked="false" Priority="68" SemiHidden="false" UnhideWhenUsed="false" Name="Medium Grid 2 Accent 6"/> <w:LsdException Locked="false" Priority="69" SemiHidden="false" UnhideWhenUsed="false" Name="Medium Grid 3 Accent 6"/> <w:LsdException Locked="false" Priority="70" SemiHidden="false" UnhideWhenUsed="false" Name="Dark List Accent 6"/> <w:LsdException Locked="false" Priority="71" SemiHidden="false" UnhideWhenUsed="false" Name="Colorful Shading Accent 6"/> <w:LsdException Locked="false" Priority="72" SemiHidden="false" UnhideWhenUsed="false" Name="Colorful List Accent 6"/> <w:LsdException Locked="false" Priority="73" SemiHidden="false" UnhideWhenUsed="false" Name="Colorful Grid Accent 6"/> <w:LsdException Locked="false" Priority="19" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Subtle Emphasis"/> <w:LsdException Locked="false" Priority="21" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Intense Emphasis"/> <w:LsdException Locked="false" Priority="31" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Subtle Reference"/> <w:LsdException Locked="false" Priority="32" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Intense Reference"/> <w:LsdException Locked="false" Priority="33" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Book Title"/> <w:LsdException Locked="false" Priority="37" Name="Bibliography"/> <w:LsdException Locked="false" Priority="39" QFormat="true" Name="TOC Heading"/> </w:LatentStyles></xml><![endif][if gte mso 10]><style> /* Style Definitions */table.MsoNormalTable{mso-style-name:"Table Normal";mso-tstyle-rowband-size:0;mso-tstyle-colband-size:0;mso-style-noshow:yes;mso-style-priority:99;mso-style-parent:"";mso-padding-alt:0in 5.4pt 0in 5.4pt;mso-para-margin:0in;mso-para-margin-bottom:.0001pt;mso-pagination:widow-orphan;font-size:10.0pt;font-family:"Times New Roman";mso-fareast-language:JA;}</style><![endif]StartFragmentOn December 10, 2015 I placed an order with petco.com for 5 boxes of Soulistic Beef & Tuna pouches and 5 boxes of Soulistic Tuna & Salmon pouches. Two cartons arrived via UPS in a timely fashion. Super. However, when I opened the boxes I discovered that the order was short 2 boxes of Tuna & Salmon pouches. No big deal; these things happen.

I used the widget on petco.com to alert them to the issue. When I did not receive a response within 3 days, I sent another note. Again, no response after 3 days. Begrudgingly, I pick up the phone and called petco customer support. I was placed on hold. After being on hold for 5 minutes, I hung up. I called again later that day. This time their system disconnected me. I called again. Same story - put on hold until I hung up.

I waited a few days and called again. This time I waited on hold for 8 minutes before giving up. I decided to dispute the paypal charge, since I cannot speak to a human about my order. I also fired off a firm, but respectful letter to James Myers, the CEO of petco describing my experience.

I realize that every store has problems with orders from time to time. My issue is not that my order was incomplete, it's how painful it has been to rectify the situation.

Has anyone else had a negative experience with petco.com?

larussa · Jan 7, 2016

No I have not Rick but I've never ordered from Petco online. I do hope your situation gets straightened out.

donutte · Jan 7, 2016

I do not, though I was considering it not that long ago! Decided just to go to the brick-and-mortar one of these days for a particular food they have on the cheap. Unless it's Amazon, I prefer just to go to the store myself.

Is it possible they just shipped you what they had and didn't have the other stuff just yet? Though I assume a note stating as such would have been included or even emailed.

That's horrible about the customer service. Any chance you could go to the store and talk to the manager there about it? I know that goes under the category of "not his/her problem" but they probably want to ensure you don't stop going to them as a result of your online experience.

Kat0121 · Jan 7, 2016

RickR said:
I had a recent problem with an order from petco.com. I thought I would see if my issue is unique or if others have experienced similar issues.

I prefer shopping at the brick & mortar store, but my near-by store has trouble maintaining stock on some items. So I occasionally order from petco.com. I've never had any issues until my last order. Here's what happened.

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UnhideWhenUsed="false" QFormat="true" Name="Intense Emphasis"/> <w:LsdException Locked="false" Priority="31" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Subtle Reference"/> <w:LsdException Locked="false" Priority="32" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Intense Reference"/> <w:LsdException Locked="false" Priority="33" SemiHidden="false" UnhideWhenUsed="false" QFormat="true" Name="Book Title"/> <w:LsdException Locked="false" Priority="37" Name="Bibliography"/> <w:LsdException Locked="false" Priority="39" QFormat="true" Name="TOC Heading"/> </w:LatentStyles></xml><![endif][if gte mso 10]><style> /* Style Definitions */table.MsoNormalTable{mso-style-name:"Table Normal";mso-tstyle-rowband-size:0;mso-tstyle-colband-size:0;mso-style-noshow:yes;mso-style-priority:99;mso-style-parent:"";mso-padding-alt:0in 5.4pt 0in 5.4pt;mso-para-margin:0in;mso-para-margin-bottom:.0001pt;mso-pagination:widow-orphan;font-size:10.0pt;font-family:"Times New Roman";mso-fareast-language:JA;}</style><![endif]StartFragmentOn December 10, 2015 I placed an order with petco.com for 5 boxes of Soulistic Beef & Tuna pouches and 5 boxes of Soulistic Tuna & Salmon pouches. Two cartons arrived via UPS in a timely fashion. Super. However, when I opened the boxes I discovered that the order was short 2 boxes of Tuna & Salmon pouches. No big deal; these things happen.

I used the widget on petco.com to alert them to the issue. When I did not receive a response within 3 days, I sent another note. Again, no response after 3 days. Begrudgingly, I pick up the phone and called petco customer support. I was placed on hold. After being on hold for 5 minutes, I hung up. I called again later that day. This time their system disconnected me. I called again. Same story - put on hold until I hung up.

I waited a few days and called again. This time I waited on hold for 8 minutes before giving up. I decided to dispute the paypal charge, since I cannot speak to a human about my order. I also fired off a firm, but respectful letter to James Myers, the CEO of petco describing my experience.

I realize that every store has problems with orders from time to time. My issue is not that my order was incomplete, it's how painful it has been to rectify the situation.

Has anyone else had a negative experience with petco.com?

Oh yes. I don't like Petco. I shop there because they carry some foods that the cats like that Petsmart does not and they have the Pals rewards program so I end up getting a lot of $5 rewards bucks coupons but they do a lot of things I don't like and they have messed up my orders before.

My local store cannot keep the Soulistic Good Karma in stock so I sometimes will order it by the case online. Recently I ordered it and they sent me tuna. I was livid. I can get tuna in the store. I rarely feed them fish. I called immediately and got someone on the phone. She put in a replacement order right away. Did it come right away? Nope. About a week.

The thing I don't like about them the most is the fact that they charge more on a lot of items in store than online. I'm not talking cents. it's dollars. When Henry first came to live with us, He was having a tough time in his safe room and wanted to hide behind the big roll top desk in the room so I wanted to get a Feliway diffuser. I checked Petco.com and it was $29.99. I went to the store and it was $49.99. The store will NOT match their own online prices. A pail of litter that was $9.99 online was $14.99 in store. There is no excuse for this. Petsmart has overhead for their B&M stores too yet they don't price gouge their in store shoppers. They also take other stores' coupons which Petco does not.

Last night I went to Petco as I had a $5 rewards coupon to use and needed some food. I went to get some Merrick cans. There were stickers by some of the cans for 10 for $10 on the 3 ounce cans if you get 10 or more. I got 12. When I got to the register, they rang up at $1.35. I told her about the stickers. We walked over there and I showed them to her. She said those are expired. That is not my problem I thpught. They took the stickers down but honored the price. I ended up getting those 12 cans plus two 5.5 ounce cans of flavors I want them to try for $11 with tax

rickr · Jan 7, 2016

Donutte said:
That's horrible about the customer service. Any chance you could go to the store and talk to the manager there about it? I know that goes under the category of "not his/her problem" but they probably want to ensure you don't stop going to them as a result of your online experience.

That seems like a good suggestion. I'll talk the the manager at my local store next time I shop. She knows me pretty well. Thanks.

rickr · Jan 7, 2016

Kat0121 said:
Oh yes. I don't like Petco. I shop there because they carry some foods that the cats like that Petsmart does not and they have the Pals rewards program so I end up getting a lot of $5 rewards bucks coupons but they do a lot of things I don't like and they have messed up my orders before.

My local store cannot keep the Soulistic Good Karma in stock so I sometimes will order it by the case online. Recently I ordered it and they sent me tuna. I was livid. I can get tuna in the store. I rarely feed them fish. I called immediately and got someone on the phone. She put in a replacement order right away. Did it come right away? Nope. About a week.

That's exactly why I shop at Petco. I regret ever trying Soulistic. After the first pouch, Archie and Lucy refused to eat anything else. Prior to their Soulistic addiction, they ate whatever I put down. Now they are picky, picky, picky.

Kat0121 · Jan 7, 2016

RickR said:
That's exactly why I shop at Petco. I regret ever trying Soulistic. After the first pouch, Archie and Lucy refused to eat anything else. Prior to their Soulistic addiction, they ate whatever I put down. Now they are picky, picky, picky.

If they like Soulistic and you have a specialty pet store near you, grab some cans of Weruva. They are made by the same people. If they like the Weruva, buy some online from Chewy or Amazon. I put a can of the Weruva Paw Lickin Chicken next to a can of Soulistic Good Karma and they are virtually identical. The gravy on the PLC might be touch thicker but that's about it. Mine prefer the GK of course. Tiki Cat and Fussie Cat are also similar and sold at specialty stores and online.

I have picky eaters too. I feel your pain. If Lilith doesn't like what is in her dish, she will sit next to it and stare me down until I give her something else or she will look at the food like it's something I just pulled out of a dumpster, toss her head as if to let me know how highly offended she is and then leave the room in a huff with me following her saying, "but Lily, you liked that yesterday (or 2 days ago-whenever she had it last)". They almost never get the same food 2 meals in a row

That was then and this is now and only NOW matters in Lily's world. Sophie and Henry are picky too but Lily takes it to a new level.

artiemom · Jan 7, 2016

The only time I ordered anything from Petco was a year ago. I got a real good deal on a cat tree. I did not have any issues with it at all. I always go to the store. There are 2 near me. One in the same city I live in.

rickr · Jan 7, 2016

Kat0121 said:
If they like Soulistic and you have a specialty pet store near you, grab some cans of Weruva.

Thanks. We do have one independent pet store in town that sells speciality foods. I can't recall if they sell Weruva. But I'll give them a try. It would be nice to get off of the petco-go-round.

Kat0121 · Jan 7, 2016

RickR said:
Thanks. We do have one independent pet store in town that sells speciality foods. I can't recall if they sell Weruva. But I'll give them a try. It would be nice to get off of the petco-go-round.

Here's the link to Weruva's site. This is to the cat foods they make (not including Soulistic which has it's own site). http://www.weruva.com/cat-cuisine-chicken-beef.php

There is a store locator http://www.weruva.com/stores.php and a list of online retailers http://www.weruva.com/stores-online.php

I didn't see Amazon on the list of online retailers but they do sell it http://www.amazon.com/s/ref=sr_nr_n...452179889&rnid=2941120011&tag=&tag=thecatsite

If the store near you doesn't carry it, they will more than likely order some for you if you ask. That way you can try a few cans on them before you commit to a case.

LTS3 · Jan 7, 2016

Kat0121 said:
Here's the link to Weruva's site. This is to the cat foods they make (not including Soulistic which has it's own site). http://www.weruva.com/cat-cuisine-chicken-beef.php

Weruva makes four different lines of cat food: http://www.weruva.com/cat-cuisine.php There's not too much difference between them, just different combos of meat and seafood. BFF is mostly seafood. Most independent stores will order food for you if it's something they don't normally carry.

I don't shop at Petco since they don't have anything I need for my cats. But I did have to go recently to buy bedding and a house for my cats' new "roommates"

betsygee · Jan 7, 2016

Petco is the only place I ever shop! Both at the local store and online. The only problem I have is that they sometimes run low on the Soulistic in the store. But otherwise, I have had no bad experiences with them at all.

jenny82 · Jan 7, 2016

I order Soulistic from petco online. I havent had any problems but I've only had a couple orders so far.

micknsnicks2mom · Jan 7, 2016

oh my! my experience with petco dot com has been horrid. i will say that there weren't any problems until an order of mine had a problem. that's the point where i learned about how useless petco's customer service department is -- it's outsourced to another country. my experience was that when i could get customer service actually on the phone talking with me, they would say anything and promise anything to get me off the phone, and nothing would actually be fixed/resolved. i did 'keep at it', trying to either get my issue resolved or to be issued a partial refund (for items in my order that were never shipped to me). i did finally receive the items from that order, but from that point onward i've never been able to set up a repeat delivery through petco -- my orders were through their repeat delivery program.

for quite a while i would not order through petco dot com. my little snick, senior girl with medical issues, absolutely adored the soulistic canned cat foods though. so when my girl's appetite wasn't doing as well (CKD related), i caved and placed an order through petco dot com -- though not through their repeat delivery program, as that seemed to be blocked on my account. i even tried setting up a new petco account, but repeat delivery still was not available to me and when i called the customer service (and actually got someone on the phone) they simply directed me to place a non-repeat delivery order though gave me the lower prices that i would get had i set up repeat delivery.

now my little snick has crossed the bridge --

. i'd simply never order from petco dot com again.

rickr · Jan 8, 2016

mickNsnicks2mom said:
oh my! my experience with petco dot com has been horrid. i will say that there weren't any problems until an order of mine had a problem. that's the point where i learned about how useless petco's customer service department is -- it's outsourced to another country. my experience was that when i could get customer service actually on the phone talking with me, they would say anything and promise anything to get me off the phone, and nothing would actually be fixed/resolved. i did 'keep at it', trying to either get my issue resolved or to be issued a partial refund (for items in my order that were never shipped to me). i did finally receive the items from that order, but from that point onward i've never been able to set up a repeat delivery through petco -- my orders were through their repeat delivery program.

for quite a while i would not order through petco dot com. my little snick, senior girl with medical issues, absolutely adored the soulistic canned cat foods though. so when my girl's appetite wasn't doing as well (CKD related), i caved and placed an order through petco dot com -- though not through their repeat delivery program, as that seemed to be blocked on my account. i even tried setting up a new petco account, but repeat delivery still was not available to me and when i called the customer service (and actually got someone on the phone) they simply directed me to place a non-repeat delivery order though gave me the lower prices that i would get had i set up repeat delivery.

now my little snick has crossed the bridge --

. i'd simply never order from petco dot com again.

Thanks for sharing. Your experience sounds a bit like mine. Everything works fine until there is a problem with an order. I honestly, can't recall ever having this much trouble correcting a simple mistake. I expect everything will ultimately be made right, but what an unnecessary hassle. I am going to try to find an alternative to Soulistic, which is the primary reason I shop at Petco.

donutte · Jan 9, 2016

I decided to swing by Petco today because I've been looking for a very specific type of Friskies that is apparently only available via Petco. Even the Amazon version of it is via Petco. Well, the store didn't have it, but he was quick to try and sell me something a lot more expensive

Yeah, not so sure I cared for that. Especially after I explained that I've been researching cat foods for over a week and trying to find something very specific to fit a myriad of needs and he STILL kept trying.

I guess I have no choice but to try the online route.

rickr · Jan 17, 2016

As a quick follow-up to my original post, PayPal quickly refunded my money for the missing food cartons. I have yet to receive any communication from Petco.

I'm still looking for a Soulistic replacement. Unfortunately, no stores in town cary Weurva, but I might order a few cans from Amazon. So far I've tried 4 or 5 different wet food options - none have met with approval. At least my local Petco is generally good and the staff are friendly. I doubt I will order from petco.com again, however.

donutte · Jan 17, 2016

RickR said:
I'm still looking for a Soulistic replacement. Unfortunately, no stores in town cary Weurva, but I might order a few cans from Amazon. So far I've tried 4 or 5 different wet food options - none have met with approval. At least my local Petco is generally good and the staff are friendly. I doubt I will order from petco.com again, however.

I would also check Chewy for Weruva (it's cheaper than on Amazon). As for Soulistic, why were you looking for a replacement for that again? I bought some on Drs. Foster and Smith recently, was surprised that Chewy didn't carry it!

rickr · Jan 17, 2016

Donutte said:
I would also check Chewy for Weruva (it's cheaper than on Amazon). As for Soulistic, why were you looking for a replacement for that again? I bought some on Drs. Foster and Smith recently, was surprised that Chewy didn't carry it!

Thanks for the suggestion; I am not familiar with Chewy.

I like Soulistic and Archie and Lucy LOVE it. But my store has trouble keeping the varieties they like in stock; that's why I ordered from petco.com. I would like to find something Archie and Lucy enjoy that I can confidently procure.

donutte · Jan 17, 2016

RickR said:
Thanks for the suggestion; I am not familiar with Chewy.

I like Soulistic and Archie and Lucy LOVE it. But my store has trouble keeping the varieties they like in stock; that's why I ordered from petco.com. I would like to find something Archie and Lucy enjoy that I can confidently procure.

Here's what they have for Soulistic at Drs Foster and Smith http://pet-supplies.drsfostersmith.com/search?af=type:product&view=grid&w=soulistic

I discovered Chewy not long ago. I was like a kitten in a cat food store. I literally had three tabs open with Amazon, Chewy, and Drs F&S so I could compare the prices of everything. I have more cat food right now than I've ever had at one time in my entire life. Of course I've got three "sets" of food - the "community food" (for all five cats), the "only Sara" food, and the "everyone but Sara" food.

Anyone have recent problems with petco.com?

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