PETCO - PETCO.com Customer Service Ratings at STELLAService

STELLAService's take

Whether your pet swims, flies, pants or purrs, you're probably familiar with PetCo's outstanding retail stores and customer service. PetCo extends their same level of service to their easy to use web site. With straightforward navigation and great product pages, it's easy to find the supplies your pet needs. We love that PetCo.com builds pet-owner communities through a myriad of sources, Twitter, Facebook, blogging and their own "Comment and Connect" sections. Customers can choose from a selection of international and expedited shipping options and have the ability to mail back returns or just bring them to their local PetCo retail location. Need help? Look no further than their outstanding phone agents who take calls seven days a week at very long hours. PetCo knows that happy customers means both happy owners and happy pets. Everyone wins.

User Experience

With intuitive navigation, a clear home page and a well-developed search feature, it's easy to fetch whatever you're looking for at Petco.com. We love the community building features on their blog and in their "Comment and Connet" section. Product pages are great with detailed information, multiple pictures, shipping and inventory info, a Q&A message board and very thorough (and enthusiastic) customer reviews. Their e-shopping cart is great, they accept every possible payment option and have nice guest and member checkout. Off site, their Facebook page and Twitter feed (with north of 14,000 followers) are supremely active and helpful.

Shipping and Returns

With lots of international and expedited shipping options available it's easy to send pet supplies anywhere at any time. Standard delivery is good too, often arriving before the expected delivery date. Packaging can be inefficient and at times excessive but all boxes come with a little gift. Returns are easy both in store or mail-back.

Customer Support

Being a pet owner is a 24 hour job and Petco knows this so they offer phone and email support at long hours, seven days a week. Callers experience hold times less than three minutes and speak with representatives who are extremely friendly and know lots about products and pets - we even had an agent give us great food recommendations for Terriers off the top of his head. Email response times vary greatly and though all responses are thorough and helpful, some are clearly automated while others are specific and personal.

About PETCO

PETCO is a privately held specialty retailer that provides products, services and advice that make it easy for customers to be great pet parents. They operate more than 1,000 stores in 50 states and the District of Columbia, as well as a leading pet products and information destination at www.petco.com. Their nonprofit organization, The PETCO Foundation, has raised more than $60 million since its inception in 1999 to help promote and improve the welfare of companion animals. In conjunction with the Foundation, they work with and support approximately 6,200 local animal welfare groups across the country to help find homes for more than 200,000 adoptable animals every year.