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  • About a month ago I was out of town and bought 2 reptile lamp fixtures and two bulbs. When I got them to where I was staying decided a high watt bulb like that wouldn't work well in a plastic crate. When I went to return I discovered I lost the receipt. I purposely went 8 miles out of my way to return to the same store I purchased as I was sure they could at least verify the day and time I purchased. I went in and was just trying to exchange for store credit. I was told by the lady at the register without a receipt I could not even exchange for credit. I was extremely upset and walked off and left product on the counter. While still in the parking lot I called there customer service number where the lady that answered could barely speak english, couldn't get my name right after I spelled it 4 times and then when repeating the story completely screwed up the story. I asked to have someone else call me back. I then thought while still in the parking lot I would give the store manager a shot and called back. Was told store credit could be issued on returns for all except lighting... Mind you, that is nowhere on their website as an exception. I waited for the call as I was told would happen and a couple days and several attempts on their website to complete a complaint and I still had not received a call. I called the customer service number again and this time a gentleman I could communicate with. He told me again someone from operations would call me back. Finishing my trip to Az and returning to Ca. I once again tried to submit a complaint on PetCo website. This time I was successful. A couple days later I received a response saying that after they spoke to the store mgr at the store I went to she was WILLING to give me a store credit. The problem with that was since it took so long for someone to respond to my numerous requests I was now back in Cali, 340 mile away from where they told me to return. I responded back and told them that and there has been no further response. I work for a company that totally believes in and promotes great customer service. PetCo apparently does not really care about it. I may be a small fish in a big pond to the. But I assure you I will continue to share my experience with the many rescues and dog lovers that I support.
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