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March 2024 by Ina B.
Wanted to buy 2 FEEDER FISH. Repeat, FEEDER fish. I've bought these countless times to feed my turtle. This time, the "aquatic specialist" wouldn't let me buy the fish (they are 50 cents each) UNLESS I bought a TANK, a FILTER, GRAVEL, a PLANT, and a THERMOMETER WITH IT!!!!!!!!!!!! I couldn't believe that and the manager confirmed this was their POLICY even though I said I have a TWENTY and a FIFTY GALLON tank already at home!!! I can't believe they were trying to UPSELL ME for FEEDER FISH!! They REFUSED to let me buy the two fish without all the stuff "required" per "Petco policy". Never returning here again. Been a shopper here since they opened but now will be going to PETSMART in KaMakana! Greedy. Shame on you!
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March 2024 by Chantell W.
The day of 3/17/24 was my first visit ever to a Petco store. When we first walked in of course we were greeted, and was offered help by an associate but we informed her that we were just looking around. My family and I ended up purchasing a Guinea Pig. The girl that helped us was Brook she was actually a cashier. She was great, nice, friendly, professional. There was another lady Nicole that also came to handle the paper work and relayed some information to us in regards to the Guinea Pig and if we were to have multiples what we could expect. She also informed us about the return policy and had told us that any Petco location could accept the Guinea Pig as long as they have space for it. Our experience that day was great. We actually ended up purchasing another Guinea Pig at a different store (after) that very same day which we ended up with three total. At the end of the night my husband and I decided that we only wanted two (I will exclude my reasons) Now fast forward to the next day, I thought my morning of returning the Guinea Pig was going to be a breeze. I stopped at the nearest location (Waikele Petco) and the associate working told me that they cannot accept the return because they don't have any habitat for it and that the store I purchased it from should have told me that. So I thanked her and left. I went to another location (Pearl City) and the associate there had also told me that the Guinea Pig would have to be returned to the store it was purchased from, the KAPOLEI store should have told me that and that the KAPOLEI store has a history of misleading their customers. So yes, I began to get annoyed because I had my four little children with me as well. So off we went to the KAPOLEI store and at first I was glad to see the same associate NICOLE working at the register. Let me tell you she was not too friendly that morning and I am going to guess it was because I came to do a return. I told her how we ended up buying another Guinea Pig after we left their store and that we decided to keep two instead of three Piggies. She tells me "well yeah, with all your little troopers (kids), you don't need anymore babies." She was not friendly AT ALL during the return process, even after telling her thank you, she didn't bother to say anything back to me. I mean she could have at least put a fake smile on her grumpy face. I hope she does not hold a position there (supervisor, manager) because she is FRICKEN TERRIBLE. But thank you again to BROOK, you had such amazing customer service!!
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January 2024 by Yolanda M.
Grooming dept !! The girl that came to the desk to check us in, very unfriendly, acting like she hated her job. I have large dog, not extra large. He's a Doberman. I know he weighs 80 pounds. She insisted on weighing him on a small scale. His paws would come off the scale and she would grab them and put them back on. Anyhow a lot of moving around on a small scale. Just so she could charge me for the extra large dog fee. Then she notices he has a scab on his leg and it's peeling. WELL YA! She was practically fighting with him getting his legs on the scale, so roughly! A small scab came off. So then she calls her manager. Who then came to tell me he was bleeding so they could not bath him. Long story short, he would have been fine. It was scabbed before she made such a fuss to insist he was 82 pounds and extra large. Plus she wasn't even gonna be his stylist.
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November 2023 by Kellie K.
I made a grooming appt on the PETCO app a week before my appt date. The day before my appt they text me and say I need to reschedule my appt because they don't do appts at 4:30pm. Even though their app lets you make an appt that late. They said I need either bring my dog in at 12pm or 1pm. Not everyone is home at that time. Why let your app make 4:30 if you don't take 430 appts. It's so frustrating, also why would you call the day before to reschedule?
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November 2023 by David D.
Why offer drive up pick up if I need to go into the store to pick it up anyways. I waited in my car for about 20 minutes, then I went inside to pick it up only to see the staff standing around without a care in the world. Luckily the staff was very friendly, otherwise I would give them one star
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October 2023 by Reime E.
I am so happy to hear about the progress they made love love love this place pls buy these costumes form them
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August 2023 by Joanna Marie L.
Today's experience was unlike any previous ones, and I'm genuinely pleased. Initially, I dropped by for a swift nail trim service for my puppy, and Harley truly impressed me, handling everything from check-in to the nail trim with excellence. I must give a special mention to Annalisa, the cashier I interacted with during my last visit. Not only did she remember me, but she also asked about our puppy, making me feel valued and welcome. Her personalized service and engaging nature were truly exceptional. On the flip side, it's unfortunate that inventory consistency remains a challenge with frequent disorganization and low stock.
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August 2023 by Sean T.
Staff extremely helpful, courteous and knowledgeable. Store is clean and well organized.
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July 2023 by Paul O.
We have been taking our Basenji here for a few years for nail trims and grooming. She is getting to be quite old and at the last visit she was flagged for snarling and "attempting to nip" (something we were told and did not witness). When we requested that the dog be muzzled (we had brought our own) we were told that Petco never used muzzles. We recounted several times in the past few years that this very dog had been muzzled at this very store and it was implied that this was not true because "Petco policy was not to muzzle". The head groomer here had no knowledge of our dog and no proof by which to dispute our word. Patronizing a business that implies its customers are lying it not a business that should have any standing in the community. While I understand that policies and practices may change over time, I will not support a business that says its customers are being untruthful without proof to make that claim. Business like this do not deserve to remain in business.
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July 2023 by Kevin W.
Petco Kapolei located in the Kapolei Commons Shopping Center. The store is clean and organized. They usually have what you're looking for in stock. The staff is friendly, as a company they do community services on the weekends like cat or dog adoptions. Our pup loves it because she gets to come and see everything she wants and needs. She loves exploring every aisle and greeting the staff. They do take the time to greet her and give her a friendly smile. Come in when you're shopping for your 4 legged family member. They have a great selection of goods and services.
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June 2023 by Melissa W.
The manager at this place was so RUDE. We ordered something for curbside pick up online because it was cheaper. We received an update saying that item was out of stock but I had seen it on the shelf the day before. We went inside and asked the manager , Dana, if they could check the shelf or the back for the product and she rudely said "sure but if we marked it out of stock then it's out of stock." We waited and she eventually came back empty handed. I asked if we could go check the shelf and if it was there could they ring us up as the same price for the online sale. She condescendingly said "go right ahead" . We found the product on the shelf with no issue. Upon check out the cashier was extremely nice to us and apologized because we had to wait for the manager to give us the price. She seemed to take her time getting to us and changing the price. Overall it was a bad experience on our end. Her attitude was unprofessional.
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May 2023 by Joanne B.
I come to this location for my 2 fur babies grooming with Jaycia. She treats my dogs as if they are her own. Both my dogs love to see her for their spa day. They are beyond excited when I just park outside of Petco as they know they are going to spend time with her. They always come out happy and perfectly groomed. She does a great job & you can tell she enjoys what she does. I always pick up my bird seeds & baby bird formula here as well.
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December 2022 by William G.
Customer service here is on point. I recently switched my dog to a new, duck protein dog food! I could t, for the life of me, find it on the Petco app. So, I called and gave them the name of the food and within minutes they were able to find it! The woman I spoke with offered to hold the last bag for me up until their closing time of 8pm, same day. I walked in around 6pm and it was up in the front with my name on it. Great service! Life saver. Don't forget to download the Petco app and price match items you buy in the store. The app prices are usually cheaper and they'll adjust the price, right then and there.
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October 2022 by Mia S.
I just want to say that if I could build a monument for Annalise, I would. I walked into Petco today at around 6PM to grab a few deshedding items for my dog, Lizzie. She is a golden retriever mixed with a lab. Lizzie gets very excited whenever she goes to new environments and sees new people, so she was slipping and sliding on the smooth floor trying to run around and explore. Annalise noticed us soon after and asked if I needed help finding anything. This was maybe my third time at this location so I had a general idea of where everything was, so I declined and let her know if I needed anything else.While I was doing my shopping, Lizzie was trying to bark and pull me to another aisle so she could sniff around. Annalise visited me again and commented on how cute Lizzie was, and said that she noticed Lizzie's leash was only holding her collar and not her harness. I explained that when she gets too excited, she tends to slip right out of her harness and I wasn't too sure what to do. She then proceeded to introduce me to a new harness that helped me guide lizzie better, and even showed me how to better walk her and stop her from barking so much. She also noticed how much lizzie was shedding, and introduced me to the undercoat brushes. I have learned so much about taking care of Lizzie today than I have learned in the four months that I've had her. I am very appreciative of Annalise's help. In my opinion, she went above and beyond when it came to helping me.
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July 2022 by Seana A.
I went into Petco looking for a dog toy for our puppy and diapers for our senior dog who has incontinence. The store was neat and I love that people bring their dogs when they shop. It is part of my enjoyment when I go to Petco. The aisles are well labled and I did not have trouble finding what I was looking for. I found the diapers and felt that they were a little on the pricey side. I have found dog diapers for less at other locations and decided not to get them here. I then went looking at toys. I found one and went to the check out. The line was pretty long and again the toy was pricey and I just decided to put it back on the shelf and go to my next destination. Not the best experience but not the worst either.
