Complain about a product or service

PETCO

United Pet Supply, Inc.
103 Executive Drive, Suite 503
New Windsor, NY 12553

Jessica of Whitwell, TN December 23, 2008

I called about a miniature poodle my daughter and I had spent time with earlier in the day. I was told by Corey at the Pet Company in Hamilton Place Mall/Chattanooga, Tn, that all I needed to do was bring my ID and cash/check/credit card and the poodle would be mine. I drove over 30 miles to the Pet Company at 8 pm. By the time I arrived, he had sold the dog to another customer. He explained to me that I should have made a 'down payment' over the phone and then he could have 'held' the dog. This devastated my daughter. After what I have read on the internet about this company, I am most thankful to God that we did not purchase this dog.

Janine of Seymoue, CT December 19, 2008

First off, I'd like to mention that I've worked in the veterinary field for about 8 years now and know full well that pet stores get their puppies from brokers who get them from puppy mills. That being said, I went into The Pet Company in the CT Post Mall in Milford in April 2007 specifically to see if they were selling French bulldogs. I work with a woman who is a reputable and respected breeder with champion Frenchies and who also works with French bulldog rescue. I was helping her scout for Frenchies being sold in pet stores.

What I saw instead was a Neapolitan mastiff. In case you aren't sure what one is, they're a rare breed from Italy that can easily reach 200 pounds. The puppy was about 4 months old and roughly 40 pounds. Very scrawny and skinny too. My heart went out to this baby and I just couldn't leave him there. The average person walking into a pet store to purchase a poodle or a Yorkie isn't going to know the first thing about caring for a dog that gets that big, requires a knowledgeable owner, and is naturally dominant and protective.

What scares me the most is there is a breeder out there selling these dogs to pet stores. A Neapolitan mastiff in the wrong hands could be the next monster dog you hear about all over the news. So, as I said, I couldn't leave this dog there. Against my better judgment, I purchased him for the insane amount of more than 2000. Luckily, the only health problems he's suffered so far is entropion.

This is common in many breeds, including the Neapolitan. The eyelids turn inward, causing the eyelashes to make contact with the eye itself and cause irritation. I'm constantly cleaning his eyes of boogers. He's also continued to stay scrawny and lanky, which just goes to show what a bad specimen of his breed he is at almost 2 years of age. He weighs 116 pounds and should probably weigh a lot more. I realize having him neutered can cause this kind of change as well, but even as a young puppy he didn't resemble purebred Neapolitans.

I just wanted to voice my opinion, not just about this store, but pet stores in general. They're terrible places to buy dogs and cats because they get them from less than desirable places. They aren't fit to care for dogs in places where they can't even go outside to use the bathroom. What dog wants to stay in a cage all day? When I brought him outside to walk him to the car, he acted like he'd never seen the outside world. And he probably hadn't. Everything terrified him. Cars, people, walking on different surfaces. The Pet Company's billing services leave something to be desired as well.

On more than one occasion, I haven't even received a bill for a particular month. Then when I receive the next one, they charge me a late fee for the previous month. How dare you charge me a late fee when I never even received a bill! I've written to them about it, and luckily they did credit the late fee. Who knows if they'll do it again though. I beg you. Adopt a dog from a shelter, or find a reputable breeder who does genetic and other health testing. You'll save money in the long-run.

So far, I haven't had any severe economic or physical damage from this. I'm sure its only a matter of time though. However, I would call the more than 2000 I paid for this dog an economic damage. I don't believe pet stores have a right to sell those dogs for such high prices when they probably only pay fractions of that to stock them in the store like merchandise.

Karen A. Fitzpatrick of Seaville, NJ December 16, 2008

For the past few weeks, I have been Christmas Shopping and would stop by the Pet Company store to look at the puppies. Everytime that I had visited, the puppies seem to be neglected. Most of them were covered in dried feces, urine and hair was matted. Looked like they never had a bath. Several dogs were laying in the feces and eating it as well! The store had a bad odor and was unorganized. Many of the workers were High School kids who knew nothing about the pets.

One of the workers behind the cages in the back was actually yelling and screaming at the puppies. Can you imagine what he does when no one is around? Another worker was behind the cashier's counter eating food. Where is the management? Better yet how about the training on handling such delicate animals.

I walked around the store only to notice more and more dirty cages with dried feces smeered on the glass, puppies stepping in the feces and one dog (pug) was pranching around his feces smelling wandering if he should eat it. Are these puppies getting fed? Sometimes you wander.

The more I looked around I kept noticing more and more. I saw a dead mouse in one cage and I told the worker to remove it. I also saw two puppies (daschund)fighting so bad that I demand one of the workers to seperate them. I also had my eye on one of them for a few weeks because it was a female dapple, mini that I've been looking for.

It's a shame how animals are mistreated and cared for. This is why the company needs to be looked into and possibilty shut down as with all pet stores.

Back in April 2008 I did purchase a daschund puppy from this particular store. I had trouble receiving his pedigree papers. I went round and round with the Pet Company, Hunte Corporation (they are the ones who buy from puppy mills) and the breeder which I was able to locate. I did so much research only to find more corupted individuals who always don't know anything or don't want to admit to anything. Understanding how the system works help too!

My puppy had no health issues or behavior issues. He is actually a great puppy with a good sense humor. This goes to show you when they are given love and care unlike the pet stores where there is none of that.

Lynn of Staten Island, NY December 15, 2008

In January of 2007 I purchased a 3 month old Bichon Poodle mix. While at the store I asked to see Casey (that is her name) when the employee brought her out to play with my other dog to see if they got along I noticed that she had a tiny limp. I asked the employee about this limp and he told me that it was probably because she was laying on her leg in the cage.

Once Casey began to play with charlie (my other dog) I did not notice the limp anymore. I purchased Casey for about 1100 without a 1 yr warranty but the store gave me a 6 month warranty. The store informed me that I had 14 days to take Casey to their vet free of charge. Long story short their vet found nothing wrong with Casey and said she was fit for sale.

Casey's limp got increasing worse which I then took her to a different vet. The other vet. found that Casey had what was called Hip Dysplasia Disease and needs surgery. I called the store to inform them that I was told this was a pre-existing condition and the manager told me that I was 1 month shy of the warranty and that there is nothing they can do for me. This surgery is going to cost me 2000 which I dont have. My poor dog walks on three legs and I have to give her St. Joseph aspirin for the pain.

Im trying to save money for the surgery but in the mean time by dog suffers because the store sold me a dog that had a pre-existing condition.

Linda of Wappingers Falls, NY December 11, 2008

The place was disgusting, the dog all had feces and urine in their cage and the place smell awful. I was looking at the hamster and complained that there was two dead ones in the cage and a lot of sick ones.

Kelly of Shirley, NY December 5, 2008

I purchased a white Mini-Schnauzer in April for about 1200 at The Pet Company in the South Shore Mall in Bayshore, NY. The day I picked her up, most of her white hair was yellow from dried urine. While I was paying for her, I was told they were going to take her in the back to clean her up. Poor thing didn't even get a bath. They sprayed doggie perfume on her to cover the smell of pee. That's what they considered cleaning her up. Mini Schnauzers are supposed to be no more than about 15 pounds. My girl is a moose in comparison, she is 25 pounds! As she's gotten older, she doesn't much look like a Schnauzer, but then again, I thought it was because I do not have the traditional Schnauzer haircut on her. As her hair has gotten longer since her last grooming I noticed her hair seems to be curlier that I would have expected.

I started to suspect she may be a Schnoodle. I did some searching on Google and found several pictures of Schnoodles that look just like Pickles (that's her name). So as far as I am concerned, her breed type was misrepresented not only at the store, but also on the breeder's certificate. Don't get me wrong, I didn't set out to buy a Mini-Schnauzer, so I'm not heart broken that she's not a purebreed, but I think it's ridiculous that she cost so much money when she's actually a hybrid.

I think The Pet Company can do better in their research and endorsement of breeders. Obviously, this breeder has no integrity nor does The Pet Company. Just a side note: Though I know most people believe that puppies shouldn't be purchased at pet stores because of the puppy mill factor. However, I feel that these poor animals were brought into this world and still need homes regardless. I know it's a vicious cycle, but if we don't adopt these puppies from the pet stores, what happens to them? I shudder to think.

Jennifer of Clementon, NJ November 26, 2008

I purchased a teacup yorkie for almost 2000 from The Pet Company over the summer. While holding him in the store, I noticed his nose was running and asked an associate if he was sick. He said that he probably just had a cold and that he couldn't be sick because he was on preventative meds. Three days after I took him home, he fell seriously ill and I had to rush him to the vet. He was in the hospital for severe pneumonia, and they weren't sure if he was going to pull through.

A week later, my little guy was released and I brought him home only to bring him back to the hospital less than a week later. The vet declared him unfit for sale, and told me that the pet store should pay all of my vet bills. In the contract I signed with the pet store, it says that they pay up to double the cost of the dog for vet bills. Well, my total bill was over 3000.

I have received less than 2300 and I had to continuously call and follow up just to get that amount. They also lied to me and told me a second check was being sent, and when I called back they told me that there was no such check. I am now being harassed by a collection agency because of this vet bill. The pet company is a SCAM. They lie, and do not take care of their puppies. I am so thankful that my dog made it through, but I am completely frustrated that these people can get away with complete neglect of these puppies as well as the customers. I also believe that my dog is not the pure bred that they claim he is, but that's a whole different story.

I had to put the money up front for the vet bill. I had to borrow from friends and family, and I even used my rent money. I am now struggling financially and i'm trying to pay off the 700 remainder of the vet bill that was sent to collections. The collections agency is continuously harassing me but I just can not afford to pay the full amount. It has been very stressful, and even more so knowing that this is happening to other people and something needs to be done to change it.

Juliana of New City, NY November 10, 2008

I bought a puppy at this store on 11/8/08. The puppy cost 1259.99 however there was a Piece of Mind Warranty for 125.99 as well as a Piece of Mind Platinmum warranty for an additional 99.99 charged to me. I said I did not want either one but was told by the salesperson as well as the manager that I had no choice. I could not buy the puppy if I did not accept and pay for these warranties. Needless to say, I paid for these warranties even though I did not want them.

I do not believe this is legal. If a warranty is on a product, it is either included in the price or offered as the buyers option. Ive never heard of being forced to purchase a warranty in order to puchase the product. We fell in love with this puppy and I feel that the pet store took advantage of myself and my family. Knowing how suseptible we were, they knew we would pay these additional fees in order to take our puppy home. Can a company do this? Force a consumer to purchase warranties in order to make the purchase? I believe the parent company is called United Pet Supply, Inc. 100 Campus Drive, suite 101, Marlboro, NJ 07751 (732) 617-6771 Thank you for your attention in this matter.

Anna of El Cajon, CA November 9, 2008

For the second time, I have purchased fish that were sick. The first time I bought blood parrots and added them to my quite large collection of cichlids. A few days later they died from a disturbing disease. Followed by ALL of my other fish. Now, I bought two black moors, and one has died while the other is covered in white spots, I assume is ick. I bought drops for treating the existing fish in hopes that they don't catch it. These instances lead me to believe that petco is not properly caring for their fish.

The first incident was somewhat costly due to the fact that cichlids aren't cheap, and I had abouth ten of them, that ALL died. This time I am only out about eight dollars. But it is still very discomforting to know that a large and well known store is selling diseased fish. It is hard for me to think it was a coincidence.

Carol of Santa Barbara, CA November 4, 2008

Charged sales tax at retail price, rather than sale price. Coupon for 1.00 was issued .80 cents credit. Kelcey from the website expains Petco's idea of taxation. I explained mine, with no response from Kelcey from Petco. This may sound like a small amount of money, but consider the number of sales Petco has and the amount increases rapidly for Petco.

 I checked the California State Board of Equalization website. The retailer is to charge the consumer sales tax on the sale price, not the retail price. Also, the 1.00 coupon is redeemed by the manufacturer to the retailer full face value plus .05 cents for handling. The retailer is to report the 1.00 as sales, but not the .05 cents. Please explain, again, why I was taxed on full retail price and give credit of .80 cents on a 1.00 coupon

From now on I will have to think twice before shopping petco again. I don't much like being overetaxed on items and coupons not redeemed for the appropriate amount.
Frustration of being dupped by Petco and their complicated tax explaination. They must consider the public too dumb to question taxation and make a pretty penny.

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