Petco

I’ve had a terrible experience at the Colleyville Petco just now, which is bothersome because I shop and groom my dogs at this store all the time and had been a fan of this location since they opened a year ago.
Prior to leaving town for Thanksgiving eight days ago, I realized that my dogs had fleas so I ran over to Petco to pick up some Frontline flea treatment. When we arrived back home yesterday, I brought one of my dogs to the Petco for grooming and was told that the poor dog was still covered with fleas and flea eggs. The grooming technician told me to bring back the Frontline, as it was either defective or had gone bad. I told her I no longer had the receipt, and she told me the store would just exchange the package for another flea treatment.
When I returned with the Frontline, Petco employee Russell told me that under no circumstances would he make an exchange without the receipt. He said there was no way to prove that I had purchased the product from Petco. I asked if they could look up my transaction with my Petco Pals number, and he said it was impossible. I asked what their policy was about defective product, and he insisted that without the receipt, there was nothing he could do for me. All of this, he kept repeating, was per company policy. I bought a different package of flea treatment and left the store.
The interaction with Russell bothered me so much that I sat in the parking lot and called Petco customer service. I explained my situation to the customer service rep, Camile, and she immediately looked up my transaction using my Petco Pals number. She said that of course it was Petco’s policy to take back defective product, and stayed on the phone with me to make sure that the Colleyville store would help me. When I re-​entered the store with phone in hand, Russell walked into the back office and said his manager would come out to speak with Camile. Within a minute, Russell had returned and said he would exchange the defective product and give me a merchandise credit.
I handed Russell the defective flea treatment, as well as the receipt and package from the treatment I had purchased moments before. He took both, and completed the transaction while I was thanking Camille and ending that call.
You would think I would have checked the receipt while I was still standing there, but I trusted that Russell would have done what he said he would. Instead, I have a $ 67 merchandise credit, have paid $ 35 for replacement product, in addition to the extra $ 13 I paid at the Petco groomer for the flea treatment there. So, I am out of pocket $ 115 for a flea treatment that would have cost me $ 25 at the vet’s office or $ 15 at Costco.
Bad customer service, Russell. You reflect poorly on your store.

Amanda is the nicest and most helpful clerk we’ve ever met! She went out of her way to help us find what we need and shared her own experiences to reinforce the information she gave us. A+!

We love coming here! Staff is friendly and knowledgeable and take their time with you if you need help or have questions.

Very sketchy. Ask three people who work there the same question and get three different answers. Not good at stocking live, fresh crickets and worms. Would not go there if there was anywhere else within a close proximity.

Very knowledgeable and helpful staff.
We enjoy shopping here.

Like Tara M. stated, this isn’t one of those huge PETCOs (like the one on Pipeline) that tries to compete with PetSmart.
This is a small, neighborhood store for getting supplies and small pets (fish, rodents and some birds).
You won’t find any cats for adoption during the week (only weekend adoptions as far as I know), and there isn’t a pet groomer at this location.
Overall, it’s a nice store… but it kind of reminds me of the rundown pet stores of my past.
You know, the ones where there are moths flying around (which I saw) and a layer of dust on the merchandise. But thankfully this PETCO didn’t have a strong pet smell.
I don’t know if I’d drive out to see this store (except maybe on pet adoption days), but I’m sure this works in a pinch for people in the area.

This Petco has been there for me so many times over the past 20 years. It is very small in comparison to the mega Petcos but still has everything you need for your pet.
The first time I shopped here was about 18 years ago — I was cat sitting for my then boyfriend’s cat and decided to spoil her with a fancy cat thing for her to scratch on and lots of toys.
Last summer I was on my way to visit my parents who live right down the street and noticed my dog had some fleas on her pink belly. So, I pulled in and explained that I do not put poison on my dog but needed a quick fix for her fleas. The woman I spoke with said she also only used holistic non-​poison flea control and gave me a recipe for a repellent (boil lemon slices with some rosemary and spray her down — also smells great:) and suggested a flea comb which I had with me.
This past Saturday I stopped in for some treats for my new Foster Pit Bull who I would be picking up on the way home. I am a Pit Bull Lovin Nut but when I looked at my new Foster Pups pic I was like «Holly Crap he is one tough lookin Dude» and wanted to make sure I made a good impression with some yummy treats. I honestly did not expect this small Petco to have a good selection of Holistic Treats — no dog that resides in my house gets anything that has sugar, molasses or salt as an ingredient. So, I was super happy to find PureBites with only one ingredient — freeze dried Beef Liver! My new Pittie Foster Pup growled at me once cause he is a big ol scaredy cat but as soon as I offered him some yummy Beef Liver we were best friends!
Thanks to this Petco! You have saved me more than once!