• Report: #1006297

Complaint Review: Petco

  • Submitted: Wed, January 30, 2013
  • Updated: Thu, January 31, 2013

  • Reported By: Karen — Pennsylvania United States of America
Petco
Internet United States of America

Petco Customer Service does not provide service San Diego, Internet

*Consumer Comment: Pretty much....

*Author of original report: Soooo...let me get this straight?

*Consumer Comment: I know how you feel..but.

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I saw a $108 debit on my bank statement from Petco that I did not charge.  I called the number provided on my bank statement to contact Petco to find out what the charge was for and where the order was sent. 

My call to Customer Service went to the Philippines where the customer service representative advised me that she could not help me without an order number.  I explained that I did not have an order number, because I did not place the order; I believe someone used my credit card to fraudulently place an order.  She again said she could not help me without an order number.

I asked to speak to her supervisor and went through the same nonsense until she finally told me that she can check with another department and would call me back in 2 hours.  Two hours came and went several times and I never heard back.

So, I called again and went through the same conversation with another lady that barely spoke understandable English.  She told me that she cannot pull up my order without an order number.  Repeat step one again and still...no call back from anyone.

My bank is taking care of researching this problem so I'm sure it will ultimately be resolved by them.  However, if a company charges my credit card, they should be able to tell me what it's for. If this were a situation where I really did need to rely on the Customer Service department of Petco as the only means of resolution, I would be in deep trouble because they do not assist customers and there is no way to contact anyone who will help!

This report was posted on Ripoff Report on 01/30/2013 03:43 PM and is a permanent record located here: http://www.ripoffreport.com/r/Petco/internet/Petco-Customer-Service-does-not-provide-service-San-Diego-Internet-1006297. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 0Employee/Owner
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#1 Consumer Comment

Pretty much....

AUTHOR: Robert - (U.S.A.)

When PetCo(or any company) for that matter gets approval on a Credit Card, they only get it based on the Credit Card Number, Expiration Date, and sometimes either the CVV(Verification Code) on the card or your Billing Zip Code.

PetCo has zero access to anything beyond that with your Credit Card.  This is something only your bank has.  PetCo has no idea of what the real name should be.  PetCo has no idea of what the real Address should be.  PetCo has no idea of any other verification your bank would use such as the last 4  of your ssn, mothers maiden name, pin number,...etc.  They only have your Credit Card Number and possibly your name.  So without a piece of information they have on file, such as the Order Number they don't know if you are the person who made the order or not.  Yes, this does seem like they are protecting the criminal in this case, and in a way they are.  But only because they have no way of knowing which one is really the criminal.  And as I said before if it was a case where you had an "Ex" or something trying to go after you, you would actually appreciate this.

Good Luck, and I do hope that the bank takes care of this for you.  But don't expect them to tell you what ever happened, as in if they got the person or not. 

And as for a company not calling you back when they say they would..yes that would be a valid complaint.
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#2 Author of original report

Soooo...let me get this straight?

AUTHOR: Karen - (United States of America)

Its acceptable that they accepted my credit card number and personal information from someone that wasn't me. But I'm supposed to accept that when I call to inquirire about the transaction that they protect my privacy and not give me any information? I have my credit card number just like the person who placed the order and they gave them what they wanted.

And a company shouldn't say they will call back and not follow through!
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#3 Consumer Comment

I know how you feel..but.

AUTHOR: Robert - (U.S.A.)

Petco did not make a charge on your account.  Someone using your card number did.  Unfortunately, there are many privacy issues that keep companies from being more forthcoming.  After all, from their perspective all they have is a person who says that someone used their card and they want to know what it was for.    How do they know you are telling the truth and you are the card holder?

What if you happen if you did order something and your "Ex"(that you don't want any contact with) knew about you ordering things on PetCo and had your Credit Card Number.  What if they were able to give them this same story and say that they want to make sure that someone they know didn't order it and get them to give them your shipping address(which is your current address)?  Would you not be here saying that they should have protected you better?

This is why contacting your bank is the appropriate and correct action you need to take in this case.  If it is truly fraud, they will remove the debit.  At the very least since the bank is basically an independent that "knows" you, they could probably get this information to you just in case it did happen to be someone you know.
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