Complain about a product or service

PETCO

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

Josephine of Clifton, NJ April 7, 2007

I purchase a dwarf bunny on April 6, 2007. I purchased the My First Home Kit as well. We took her home; put her in her new home. My husband woke up around 6:30 am and found the bunny dead. My 3-year-old is devasted.

I called the next morning and explained what had happened, and was told that yesterday was a stressful day for the bunnies, and they would replace it. I told her I do not want another bunny, I wanted I a full refund, and she said that is was not there policy to refund, she had to check with her manager, and would call me back. Needless to say I have not received a call back. My daughter is devasted.

Marcia of Orange, NJ February 19, 2007

I purchased a Lhasa Apso on 5/6/06 for more than 1600.00 from The Pet Company of Paramus NJ and specifically asked for a dog that was good for kids. I was told by their associate Nicole that the dog I picked would be great. I have since learned that Lhasa Apso's are not at all for kids and should not be around them.

My dog has attacked all the kids in my family on numerous occasions and have successfully bit my 6 year old daughter in the face which caused her to need stitches and she now have a complex about being seen in public not to mention the medical cost out of pocket. I’m so dissatisfied with the service I have received and more so upset that my daughter will now be scared for life.

Eric of Jersey City, NJ February 1, 2007

We bought a golden retriever puppy from "The Pet Company" in Newport mall in Jersey City, N.J. They told us to take this puppy to their vet, which we did. Their vet said he had an upper respitory infection…"kennel cough", so she gave us medication for 50.00 that will be reimbursed, as are all related illnesses reimbursed by contract. Three days pass and he is sleeping 18 to 20 hours a day which seemed kind of odd even for a puppy, but on the third day he had trouble breathing and it scared me, so I took him right away back to their same vet. The vet tells me if you want your dog to live take him to a hospital right now, he has pneumonia.

I take him to the hospital and they tell me he has infectious pneumonia and they need to admit him right now. After several days they said there is nothing more they can do, and pretty much just asked for my permission to put him to sleep. Poor guy never had a chance. They said his lungs were just too far gone and that he already had full blown pneumonia before I even bought him.

They gave me the “unfit for sale” letter to take back to the store, and a bill for 5362.00, yes 5362.00, and my dog is dead. So I go back to the store and give them all the paperwork and they filed a claim and refunded the money for the purchase price of the dog and said they will evaluate the bill and contact me.

I have been given the cold shoulder for 3.5 months now. I’ve paid the 5362.00 out of my pocket for a dog they sold me that had pneumonia before I even bought it. This was an animal in which I fell in love with and they act like it’s a sweater or shirt!

Christine of West Haverstraw, NY January 27, 2007

On Friday, January 19, 2006 my husband and I went into The Pet Company in the Palisades Mall in West Nyack, NY to see the dogs. It was horrifying to see the condition that these animals were in. Some of them did not have any water available to them, and all of them were rolling in their own feces. These dogs are locked up in glass cages 24/7 unless a customer comes to take them out. Who wants to come and take them out when there covered in their own feces? When customers do take them out, they are so hyper from being caged up, nobody would want to buy them.

I tried to get an employee to help me, but they were all teenagers talking amongst themselves about what they were doing that night. They paid no attention to the customers or to the animals that lay in filth. My husband was so disgusted that he went and sat outside the store. After reading the horror stories on this website, I would never purchase an animal from this company. Where are the managers and supervisors?

Renee of Milford, CT January 26, 2007

I purchased a dog that was on sale at the mall the first week in Sept 2007. The Pet Co. employee told us the dog had a broken leg months prior. The puppy was healed, and the vet released it for sale. The next morning I was in the emergency room with the dog, seems her leg was broke. I paid the 300.00 and had her fixed. The doctor also recommended surgery to set the leg or she would walk with a limp.

The next day I went back to the mall with all the doctors’ notes, etc. I wanted to keep the dog. I felt they should cover her surgery because the poor dog had suffered enough. I took the dog to 3 different vets for opinions and all came out the same, recommending "surgery".

The Pet Co. gave me no straight answers. For 2 days I was run in circles by what seemed like 18 Y.O. managers. Then finally a 25 y.o. manager from the New Jersey store called and said she would take the dog to the stores vet in NJ to have the surgery done. That would be the only way the Company would cover the cost. She then told me that I would have to return the dog to them for a refund first so the store would cover it, then after they fix the leg they would adopt her back to me since she was unfit for sale.

The next week I get a call that the dog is back and I can come take her. I go get the dog and the women says "Oh my vet says she is fine". The cast the emergency room put on her (& I paid for) is fine so they did NOTHING.

She then tells me that the "dog knocked over a water dish with her cast and its wet, but I tried to use my blow dryer to dry it off and it seems ok."  However, it was still wet on the inside, so I had to take the dog and have another cast put on for 100.00. Every time I stop by or call the mall store they tell me to call corporate. I called corporate and the first few times they told me it’s approved and the checks in the mail soon. Now I just get voice mailbox and they never return my calls.

Brad of Conyers, GA October 1, 2006

Kimberly told us before the purchase that we could set up an account and have low interest free payments for 6 months. So, I was like sign me up. I get the bill after 2-3 weeks and there is no such items listed (21% interest). So , I call their home office / customer service line to complain. They said they would call the store to see if they have a 6 month plan. They call me back after 2 days and tell me that there is no such plan. I should have known better because their home office would have known what the local stores are doing to market their pets

Then, I ask to pay off the balance (642) with my credit card (7.5% interest). They only accept checks. So, I call my credit card company and explain to them what has transpired. They are going to send a check to them to pay off invoice and bill me the 642. This whole situation got out of hand when the employee was improperly trained.

Brad of Marietta, GA June 25, 2006

I purchased a puppy at this location and was completely ready to pay completely out of pocket. The sales rep. explained to me that I could put the puppy on a Pet Company charge card and I would have 0% interest for the first year. When I get the 2ND bill I am being charged over 40 dollars a month in interest. There is no paper work provided to me to tell me about this. Also, the puppy was not available on the date I was told I could pick him up. I waited all day and was told by the manager, Samantha, that it was because the vet had not given the puppy an ok to go home.

She has me call the vet (apparently there are problems between the Pet Company and their curren vet Dr. Kay) and explain I need to pick up the puppy. They explain to me that the communication between the store and the vet has not been great and that it would be ANOTHER WEEK before I could pick up the puppy. Needless to say, I am not pleased. When the manager talks to the vet's receptionist she refers to me as "the jackass" she talked to earlier.

So now the manager is loving this and thinks that I am the key to them cutting ties with their vet or something like that, and all I want is the puppy I had purchased. Many other people were there throughout the day to pick up puppies as well. Also, I purchased the lifetime warranty for the life of the puppy. Sure enough, the puppy had kennel cough and I needed to take him to the vet and get him medications. I turned in my paperwork to receive compensation and have yet to hear anything from the company. Everything they promised me to sell me the puppy has been a lie. I feel very foolish.

Tommy of Villa Rica, GA May 27, 2006

I purchased a Boston terrier on January 11, 2006. I paid 990.00 for her. Me and my wife happened to be at Arbor Place Mall and we stopped by the Pet Company when we went in they were not letting anyone hold or visit with the animals. We thought this was strange because usually they let you pet and visit with the animals. A day or two later my wife happened to run into a lady that works for the vet she told us that there was a virus that was going around and that due to us getting our puppy from the Pet Company we needed to bring her in and get her checked out to make sure she didn't have this.

That same weekend I took her to the vet that the Pet Company uses. She was tested and it was positive that she had guardia they gave us an over-the-counter de-wormer medicine. They said we needed to give this to her for the next three days. And in three weeks bring her back to be re-tested. I gave our dog the medicine she vomited once she started taking this medication.We completed all three days of doses.

On Monday, May 22, 2006 our dog passed away. My wife had put her on the back porch for one hour when she came outside to bring our dog in the house my wife found our dog deceased. Her nose was bleeding .

My wife called the vet they told her she could pay out of pocket for an atopasy to find out cause of death and told her that she would need to contact the Pet Company and see what kind of policy we had on her. My wife called the Pet Company and talked to the district manager their in Douglasville. She told my wife that we didn't purchase the extended warranty and that there was nothing they could do unless, we could prove that she had a hereditary disease or cancer that could be proven before we had purchased her from them at The Pet Company.

Robin of Stockbridge, GA March 7, 2006

I bought a 2-month-old baby rabbit on Sunday 3/5/06.The bunny got very ill on Tuesday morning I took her to the vet.There was a liquid for diarrhea that the store clerk from the pet company recommended for me to give the rabbit. He did not mention that the bunny was sick. I came out my pocket 65 dollars for the vet bill. The bunny died Tuesday night.

Kevin of Southbury, CT February 3, 2006

I was in the store with my wife on February 2, 2006. We saw a Silky Terrier (born 9/27/06) lying in the cage with labored breathing. The dog had his head lying in feces and was unresponsive. There was a sign on the cage that said 200 OFF. We wanted to buy the dog to save it from the store but we couldn't get anyone to help us. We tried to get someone to help us but the store was crowded and of the two people working there, one was on the phone the entire time we were there and the other person was working on the register and couldn't help us. I had to leave to go to work so we couldn't wait any longer.

I called the store today and finally got through after 45 minutes of busy signals. The girl who answered the phone said she could not tell me about the dog on the phone even though I was 70 miles away. This is a terrble place. The animals are kept in awful conditions. Their coats are all matted and a great many of them appear ill.

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