Petco

I am writing to formally report ongoing issues I’ve experienced at the Petco location on Poplar related to the CAPC process and customer service. I have been a regular customer at this location for over a year, purchasing mice consistently without issue until recently. However, during my last two visits, I experienced significant delays and system problems that prevented me from completing my purchase. On both occasions, I waited over 20 minutes to be assisted. After finally receiving help, the system failed to recognize my phone number for the CAPC process—even though I’ve been using the same number successfully for over a year. During my previous visit, the associate Trinity required me to create an entirely new CAPC account. When I reached the register, I was informed that I now had two CAPC accounts under the same phone number, which confirmed a system or process issue rather than user error. On my visit today, I encountered the same problem again. Despite explaining the prior issues and duplicate accounts, the same associate insisted I create a third account in order to proceed with the purchase. Due to the repeated inconvenience and additional time required, I left the store without completing my purchase. I am requesting that this issue be formally investigated, as I should not be required to recreate a CAPC account on every visit—especially when I’ve used the same phone number for over a year. I would also appreciate assistance in merging or correcting my existing accounts so this does not continue to happen. Thank you for your time and attention to this matter. I hope this can be resolved promptly so I may continue shopping at this location without further issues.

Everyone who works here is super nice and loves animals. The store is large and has a wide selection. BUT there is never—I mean never—more than one register open. Regardless of time, day of the week, number of customers in line or in store, only one register. I totally understand that certain employees do certain things, but as I stand in line with a bunch of other customers, I see workers actively filling online orders. 🤷🏼‍♀️ Again, super nice folks. Knowledgeable. Helpful. But, like, maddening. One time when I was in line waiting, a guy came in the front and just yelled “WHERE’S THE CRICKETS???” No reason to share this except it was funny. Thank you!

Petco, you’ve truly outdone yourself in the ignoring-customers department! I asked to turn on the lights to check out some fish—absolute silence. No help, no response. Dragged myself to the counter, where the clerk just shrugged and said, “Find someone else.” Two employees were aimlessly wandering nearby, perfecting their art of doing nothing. Tried reaching out later? Zero replies. Shocking. Fed up, I went straight to PetSmart and got two beautiful parakeets and other stuff without any hassle—staff actually cared! Save yourself the headache and skip Petco’s masterclass in terrible service. PetSmart’s got you covered. Bravo, Petco, for making neglect a lifestyle!

Petcode has a really good collection of fish — probably one of the biggest I’ve seen locally, which made it easy to find exactly what I was looking for. I did however notice a dead fish in one of the small display boxes, but I let the staff know and they took care of it. I understand these things can happen. The fish I bought are doing great and look healthy, so I have zero complaints.

There are many great items at this store. I bought a diablo blanco gecko and the girl that helped me was super knowledgeable. She took the time to discuss particular lighting and habitat items that are needed for my geckos super sensitive eyes and skin. I believe her name was Allison. I gave only 4 stars because, I was charged fully price to 2 items that were marked 50 percent off. Unfortunately, I didn't realize this until 2 weeks later and was 200 miles away 😢.