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A story about Petco. Please read!

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Praetorian27

New member
We lost our 1 1/2 year old corn snake "Brownie" a few weeks ago to Crypto. We bought her for my 8 year old daughter who is a snake fanatic. Long story short, she stopped eating and tested positive for Crypto by our vet. She was never around any other reptiles other than in the tank when we bought her from Petco, so she came to us with the sickness. I wanted to play it safe so I threw out anything she touched. The tank, hides, feeding box etc. I even threw out the screen top. I didn't want to go through this again. Well, my wife called Petco and spoke to the store manager. We told him what happened and how we were obviously unhappy with the experience we received from Petco. The manager completely understood our unhappiness...and replaced everything for free. New tank, top, hides, water bowl...everything. He also offered us another snake, but he understood when we told him we were buying from an established breeder instead. We were happy with that, but then he blew us away. He told us to bring in our vet bills from trying to treat Brownie and he said Petco will reimburse us the $600 we spent on treatments! I couldn't believe this offer. While I won't be buying any more animals from their company, they certainly secured my business in the future for all other purchases. I just wanted to share my experience with them. A mistake was made, and Petco went above and beyond to correct it.
 
That is so great. I have always liked PetCo best of all the big box stores, but this is a great end to a sad story.

You might want to write to corporate headquarters and tell them about the great experience you had. Make sure to include the manager's name and those of anyone who helped. People like this deserve the positive feedback to their managers, usually it is a negative letter but I like to write out the positives as well.
 
This is good to read after having heard so many horrible stories about big box pet stores over the years.

I purchase my aspen shavings from PetCo as theirs seems to have the most consistent quality.
 
I wouldn't expect much at all from my local Petco store... with only one disaffected employee who is clueless about the animals... Very unsettling.
 
Wow!! That is impressive. I am sorry for the loss of your snake :( the fact that they are offering to replace all of the housing AND comp the vet care, kudos to them. I buy most of my supplies from there (bedding, caging, etc) but the quality of their frozen mice is lacking so what I don't order online I pick up at PetSmart.
 
I used to work at petco and that is great to hear!! I want everyone to keep in mine that petco does not breed their own reptiles, they come from large breeders. Previously they would come from Lasco, and while I can't speak for other stores, our store would get sick reptiles in all of the time or improperly shipped reptiles. I'd say 50% of the "sick" reptiles you see have actually been sick since before they got to the store and the other 50% of the sick ones are because the employees are just not trained at all in reptile care. Sure, there are "training courses" but they're pathetic. I learned everything I know by doing my own research. Also, the vet care is substandard with sick animals. The vets have 3-4 different meds that they use on just about everything and i just dont understand how 3 or 4 meds can cure every sickness but hey.. Petco now gets their reptiles from Gourmet Rodent so hopefully the reptiles will start to improve!
(We also got sick mice and rats from our local vendor all the time. Our mice had mites half the time, and the rats had URI's, and our store kept the enclosures CLEAN.)
So yes I can understand walking into a petco and seeing sick animals and freaking out, but maybe they were sick to begin with or the employees really are just clueless about care.
Good to hear about a good petco experience!
 
Petco in Johnstown, PA seems to be pretty locked on. They use a well known vet and have active and healthy looking reptiles. There employees even know a thing or two.
 
Our PetCo is top notch, and also uses a local well known Vet. I am happy to hear that yours is also a reputable store that will do the right thing.
 
I am so glad Petco did this for you. I also got a snake from Petco who died shortly after I got her. I didn't think to call them about it because it was past the 14 day return date. I didn't have much faith in them when I called to tell them my snake had stopped eating and they told me to give her crickets.
Recently, Petco bought out a place here in WI, called Drs. Foster and Smith, which a company that sells pet meds and supplies both online, and in the store here. My bf and I love Drs. Foster and Smith because of their dedication to animals, excellent prices on medications, and friendly, helpful, knowledgeable staff. We were disappointed that Petco bought them out, because we worried that Petco would change all that. In fact, many people were upset by this, and wrote them letters, or commented on their Facebook book page. They responded by saying that their hope was that by joining with Petco, they could use their knowledge and experience to help Petco improve the quality of their animals and customer service. Maybe they really are helping. Hearing a story like this makes me think it could be.
I am sorry for your loss. I am glad though, to hear that Petco is addressing their mistake, and treating you right.
 
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