PetSmart
Reviews and Complaints

I boarded my 2 dogs on Friday, 11/24/17 at Store #0717 in Kentwood, Michigan. The woman at the Petsmart Hotel is wonderful. She knows my 2 dogs and their temperament (I have a 15 year old Boston and an 8 month old rescue) while I haven't been in for over a month. On the way out the door I saw beds on sale for half price. Looked thru the boxes and selected one for my older dog, the puppy destroys anything filled with fiber or a squeaky toy. There were 2 lines open and a group of women together at one checkout lane with no one at the other lane. The store has barricaded going up to the register to have you walk around anticipating a holiday rush. I waited for the group to leave so no one was in line and walked around directly up to the cashier. She told me I had to walk around. I said why? She said she doesn't like someone to cut in line. I said but there's no one in line. She huffed and made nasty sounds, but proceeded to ring up my one item. I was completely checked out before another customer came to check out - still 2 cashiers but only one working. The cashier waiting on me ordered the other cashier to remove one bed in the box I had contemplated buying, saying it wasn't one on sale. She acted as if I had put it there, which I clearly had not. I should have walked out the door without buying the bed. This employee should not be running a cash register as she has no idea what customer service means.

Today, 11/24/17, I went out at 5:30 am in 25 degree weather to wait outside at the PetSmart in Harrisburg, PA. I was 4th in line and prepared with where I needed to go to purchase bags of the BOGO Grain Free Authority cat food that my cat can eat as she's allergic to both grains and chicken. Since Authority offers a turkey and a salmon version, I was ready to buy those and stock up.

Being 4th in line, when the doors opened, I went directly to the Authority section for cat food, and was the first there. Out of the Grain Free versions, the only products in stock were one turkey, one chicken, and two salmon in the BOGO size. That's it. No more. I stood outside in the freezing cold for two bags of cat food. All the other Authority cat food bags were fully stocked, yet the Grain Free looked was a gaping hole.

I located Don, apparently the cat food specialist, who told me that because of the limited stock that the price would be honored later and that I could come back with a rain check that the cashier would give me. At the cash register I explained to the cashier what Don had told me and she said that there were no rain checks on Black Friday, that the stock they had was it. She even went so far to compare cat food to televisions in stock at Wal-Mart. Once they were out, they were out. The problem here is I was the first person at the shelves. The people in front of me went for dog food, Tidy Cat litter, etc. Nobody else was around me grabbing this food. So two bags of this specific food was all this store had available.

What really made the trip worse was having the cashier tell me that I could use my Pet Perks online because this was the only reason I came into the store. I didn't see anywhere online that this was obvious and still can't find it. Doesn't matter because everything was sold out by the time I got home.

I would like to purchase more bags of the BOGO Grain Free Authority cat food as advertised for Black Friday or receive a credit/coupon in kind. My intention was to buy at least six bags. With four cats, one with allergies, I spend a lot of money at PetSmart, not to mention my dog for whom I buy food and treats there as well. This was a frustrating and upsetting event. No more than two bags available to purchase, a supervisor who lied about rain checks, a cashier who compared televisions to bags of cat food, and nothing left online by the time I attempted to buy more (who cared at this point if Pet Perks could be used).

I have brought my dog called Momo to petsmart in Diamond Bar California for boarding from November 19th to November 22nd in the year 2017. Momo is a 12 years old pug. When I check Momo in, I have instructed petsmart's staff that I'll pick Momo up in the evening on November 22nd and I expect that Momo will have his exit bath done and is ready for my pickup. When show up at 6:30am on November 22nd to pick up Momo, I found out that Momo's fur is still wet. Obviously they didn't do a good job in giving my dog the exit bath. They have totally forgot my instructions and they dare to charge me $13 for the exit bath. This is not the first time it happens. I am really disappointed at petsmart service.

I brought my puppy in to have her bath the first time all they asked was does she have her rabie shots said no she is only a puppy then when I want in for her 2 nd bath in a month they said does she have her rabie shots said no because she less then 5 months they argued with me saying that she is over 7 months I said she cant be because she wasnt even born yet her answer was you dont like it take your service somewhere else I dont care I complaint to the manager she was on her side they falsely put information on there computer about her age.

This is the worst Petsmart store in the franchise. This manager insists on putting dog supplies and food in the cat area. Its very clear that this store prefers dogs to cats and I do not appreciate, while shopping for cat supplies and food, to have to sift through all the dog materials in the cat sections. There are literally dog food in the cat food section. Its terrible! And I feel completely undervalued as a cat owner when I come to this store in particular. I hate this store. I only shop here because it is close to my home, but I prefer other Petsmart locations compared to this one. Its always dirty and the employees are not friendly or nice at all. The overwhelming amount of dog supplies is just plain ridiculous!

I will never forget my first (and the last one) experience with PetSmart.
I ordered several items, confirmed via email. Everything as usual. A couple of days later they sent me an email with a sad information saying that they canceled my order. No explanations were provided. Just canceled.
Of course, I immediately called them to figure out what happened and they said that I bought an item that was out of stock at the moment of ordering. That's not true. Why did you let me bu it then? I don't understand it. They advised me to wait for the items to appear online. 2 weeks later they called me again and said that everything is in stock again, however, the prices got higher and I had to pay the difference. Why would I?
I refused to do this and asked for a refund.

This morning I had a scheduled appointment at 7am with a heavier set woman at the new PetSmart off Santa Fe drive and Oxford here in Englewood/Littleton CO. Last February or March I adopted two wonderful cats from the PetSmart off Colorado and Mexico. I was given a paper stating the cat description name. Vaccination date and it stated spayed and or nuetered. This was all I was given but it should have been acceptable considering it stated the date when they received their vaccinations however this woman not only denied me but chose to belittle me. Argue with me. And persistently tell me that I am wrong. This woman did not specify why all she said was I can't accept this. I need the other documentation. So by this point I was very very angry. And disgusted with this woman and how she talked to me. The paper said everything including the fact that my cats were up to date and if there were any questions they could contact the rescue where they were sent from
This woman is a absolute disgrace to customer service. With no information and only aggressive demeanor. She should be fired for how she treated me. Later I had called the animal rescue and they stated the paperwork I had should of been enough. I also called the other PetSmart where I originally got the cats. The man was very polite and said how sorry he was for what had happened and that the cats should have been taken. He also said that the rude lady probably wanted to see the expiration of the vaccinations. So I then asked him. Well don't they last a year? And he said yes typically 1-3 years. So yet again. My cats had no reason to get denied so thank you rude [censor] for wasting my time this morning. Choose a different career.

I arrived at the PetSmart on slide road in Lubbock Texas early in the morning on 11-2. I enter the building and see a man standing on a ladder screaming and cursing at other employees. Is this how PetSmart treats their employees? Most of the workers seemed un-phased by his behavior, so this must be regularly happening to these poor guys and I don't see how no one has snapped do to this hostile behavior. Hopefully something will come of this.

Jessica Cornell from Helena Montana was very rude to one of the other associates today when I came in to buy a hamster. At first I was told the hamster was going to be put up for adoption because his toe was bit off. Then when I went in to the store to see if he was ready to come home, the worker told me that Jessica said he is no longer up for adoption and that instead he would be 50% off. I agreed because the price on the teddy bear hamster tank was $1. She then told the associate that she would only sell the hamster to me for $10 because she didn't want him being a "throw away pet". The associate said that she would have to honor the $1 sign since that was what was posted on the tank. Then Jessica called the associate and proceeded to yell at her. I decided to pay the $10 for the hamster just so he could be in a good home. If it weren't for the original associate, I would have taken my business elsewhere.

I had called in to check up on a recently placed application, and the store location this application and incident occurred was at 2925 Lancaster Dr NE Salem OR, 97305 around 2:30 pm on November 3rd, 2017. Now, I've been a manager myself, therefore know we work hard to maintain a positive relationship and culture with our community. Having been laughed at for stumbling on the phone, while following with "well that's not even a position, so" with the manager, Andrea, I no longer feel excited with my application, nor interested in shopping at Petsmart overrall. This could be a lack of training, or just a lack of communication skills, but I'm strongly disappointed. Myself, as well as my family have shopped at Petsmart for years. Thank you Andrea for this experience. I now know that Petsmart's relationship with the community is not as important to them as it is to us, the community.

I went to PetSmart (Leominster, MA 01453) on Wednesday November 1, 2017 around 8:00 p. m. to return a 16.5 lb. bag or Purina One (chicken and rice) dog food on account that my 3 Chihuahuas can no longer eat this food - they have to be on a natural organic diet because 2 of my Chihuahuas got really sick with bloody diarrhea. I did purchase the dog food at PetSmart in Leominster, MA - the store is about 5 minutes away from my home so it is very convenient - the bag was not opened with an expiration date of December 2018. The cashier working that evening was ready to give me a credit for the bag of dog food because I did not have my receipt - I don't hold onto receipts for dog food as my dogs have been on this food for years so I didn't see any reason to keep the receipt. Then the manager came over and looked up my Petsmart rewards to look over my purchases - I don't always use my rewards card - so he couldn't find any receipt for the dog food. He said "There's nothing here" and I explained to him that I don't always use my rewards card and he says "Sorry" but not in a nice way. And I said "I always buy my dog food here - I can't even get a credit?" The manager responds "You could have bought that food anywhere." Pretty much saying that I am lying - very bad customer service overall. I then replied "Seriously I can't even get a credit - the bag is brand new and the Exp. date is 12/2018". Again, he responds "Sorry" - but not in a nice way as if being sarcastic. So I then responded "Seriously I can't even believe this - brand new bag of dog food that my dogs can no longer eat and I can't even get a credit for it." And then I left with the dog food. The manager on duty that night of November 1, 2017 on a Wednesday is not by any means customer friendly and he was outright rude. I am a very dissatisfied customer.

PetSmart gives a vibe of comfort and warmth as we pet parents are shopping for our fur babies at home. I have had many encounters whether it be with over the phone services or walking into the store in person. Ive been on hold for the longest time and 3x at that with a person named mike which I later found out was a manager at he suddenly had "forgotten about me" I was told. Or he had the rudest attitude with me over the phone because he seemed too busy to deal with me. Another incident was when I was on the floor shopping another time I was told by Aiko that she was going to send someone to help me on the floor and no one ever came, so I left. I later went back and asked around and discovered that both incidents I was dealing with managers. I have never been so outraged that such unprofessional people were managers. Also, that both times when I had needed help they faced me with a rude and irritated demeanor, let me just state that if you cannot hold a professional stance as a manager and be a role model to your employees, you should not be a manager at all!

Our dog ginger had to be put down 10/16/17at pet smart in lady lake Florida we had her creamated and picked out a nice blue urn when the ashes came back for pickup my wife and I were very upset she was in a wooden box not the urn! Then I went on the phone to cancel the banfeild pet insurance that told me to cancel was almost two hundred dollars, or to keep paying for a nother six months. I asked why they told me this was leftover costs from a visit back in May!... what the he'll kind of insurance is that when Ihave been paying every month for this so called (insurance)

We will never come back at petsmart grooming! This is the first time we've tried to avail of their grooming services and it was horrible. When we got home one of our dogs was acting weird. He’s like very tired, he stays in one place, he doesn’t move and he is just staring. He’s like traumatized. He was not usually like that, he’s very playful. I was wondering why is he like that but I just think that maybe he is just tired. The next morning, when my mom got home I told her about him and we are wondering because he is still like that. When my mom carried him I saw a burn on his stomach then they went to the vet. The vet gave us ointment and medicine. I called the petsmart grooming and told them about what happened. They told me that they will call me the next day. I was waiting for their call but I haven’t receive any call from them. We paid $45 for grooming and they’re not doing their job properly

GoodEvening, My husband visit the Petsmart to purchase some guppies for our fish tank, Their was a young lady who waited on him he ask for male and female guppies fish .the young lady informed him that their was no such thing as male and femalle guppiies . My husband got into an shouting match, he was wrong for getting upset, and he probaly used some profanity.We know for a fact that their are male and female guppies.due to the fact about ten years ago aq nice gentleman in this very same Petsmart told my husband and I that the male fancy tail guppies have the Pretty tails and that the females dont ..And yes my husband was ask to Leave the store .I feel Petsmart should have workers that know the products in the store .Sometimes customer are right. My husband went over to the Petsmart In Garner nc, and got the guppies we needed to restart our tank. we had wanted to get three males and three females, we got to the garner petsmart we ended up getting one female and one male .in order to work in aPet store you must have knowledge ofthe product you are selling .
Sincerly yours, Sharon mcclain The petsmat was at 2800 Milbrook Road

I took my dog in Zola in yesterday for a bath, and nail trimming. I get a call 15 minutes after dropping her off that she is now at the vet (which is located in the store) because the groomer took her whole nail off and was bleeding really bad. I understand accidents happens and I'm not mad about that, the groomer did sincerely apologized. My problem is that they took her to the vet, and told me the vet can't see her for maybe 2 hours. So my dog was sitting in a kennel with an open wound for 2 hours because the vet was busy with pets that had scheduled appointments. Not acceptable at all. My dog that was injured in pet smart should have been top priority at the point. Not only did it take over two hours for the vet to see my dog, they didn't trim any of her other nails or bathe her, they barely got all the blood off her from the incident. Unacceptable. I also received no paper work from the groomer or vet.

When I took my small dog in for grooming at the Compton location I was given unclear explanation of prices. I expressed I wanted my dog to have her hair cut, teeth cleaned, nails cut, glans done, moisturising conditioner. The clerk started telling me they use an oat meal shampoo for dry itchy skin.I said well I know she doesn't scratch hardly ever and she has the flea drops avantix on, I just told her the oatmeal shampoo wasn't needed and just a regular shampoo with conditioner will be fine as discussed. Then she stated the price would be 52-56$. So I asked her now with this price jusr to confirm will my dog still get her teeth, glans and nails done, clerk replied "no you didn't tell me about teeth cleaning" I reminded her I did. Then she stated that teeth would be $22. I asked what were you charging me initially, she said the basic package without all everything I ask for. How confusing. So I ended up getting a premium service at $67. My dogs hair was cut short without no cute appearance I could have shaved her myself and trimmed her face better and I not trained. It look like the groomer didn't care. Compared to some of the dogs I saw getting cute facial cuts my dog looked very basic. She smelled like she did before I took her there was no shampoo smell I don't believe she even had a conditioner applied. And nails were not trimmed, still too long. I don't mind paying the price of $67 I have a problem of not getting what I paid for. Bad customer relation and grooming services should be free from what I experienced. Oh, and I didn't mention in the middle if the uninformed consultation the clerk excused herself and left outside -I waited there for more than 5 minutes she then came back in with her food. No one came to help or assist or advise in order to speed up this already dreadful service. I should have just left. But I know I won't be back.

On Oct 9, 2017 I took my dog to Pet Smart in Brunswick GA for grooming. I was called shortly after and told that my dog had bitten a groomer. They stated that their policy is if a dog bites someone they are banned from grooming forever. The groomer she bit was Jasmine, not the groomer I had requested. I had dealt with Jasmine in the past and refused to let her work with my dog because of her behavior toward the animals. But unfortunately my chosen groomer, Matthew, had asked Jasmine to help him out and get my dog from the crate and apparently that was when my dog bit her. My dog, Molly, is a very people loving little Yorkipoo. Upon meeting anyone, friend, stranger, man, woman or child she will lay down and roll over for a belly rub. Molly loves people. Jasmine is not the only groomer that I have observed being abusive to the dogs. I heard another yell at a dog because he licked himself and another dog yelp in pain because a nail was apparently clipped too short. I chose a specific groomer, Matthew, for a reason. I felt like I could trust him. I never expected him to turn any part of Molly's grooming process over to Jasmine. My question is what is Pet Smart policy for an abusive groomer? What did Jasmine do to my dog that made her bite? My dog was banned, what happens to Jasmine? I would like to see action taken against Jasmine.

Today, 10/10/17, I dropped my 2 dogs at Doggie Day Camp, as I have previously. I was to pick them both up after work, which was around 6pm. I received a voicemail at 4:21pm notifying me that one of my dogs, Prince was taken home by another customer. At 5:30ish, I was going to call to say I was going to be a little later than the 6pm (work was running late), but seen the voicemail at this time, so I immediately left work. At this point Prince was still not back to the store. As I was pulling into their parking lot at 5:45ish, I see an associate pulling in with Prince. Now I understand mix ups and mistakes, but each dog has a collar with their name on it, and my dog still was mistakenly given to the wrong customer. Not only that, but they did not even realize until later in the day. I did receive the Doggie Day camp free for both of my pets, but I would also like compensation for the time I had to take off of work which was only 1 hour at $15/hour (I will send proof from my employer of my pay rate and the time I missed), and I would also like my phone repaired as I had dropped it in the parking lot as I was rushing to get my dog from the associate, the cost of this will be $150 (I will provide proof of the amount when i complete the service tomorrow, and the associate seen this happen).

Upon visiting the PetSmart off of Culebra and 1604 in San Antonio, Texas... my husband and I were saddened to see a chameleon almost full grown in a tiny aquarium probably no bigger than 12 in by 12 in.
You would think being a store that's devoted to pets that PetSmart would take better care of their animals and know exactly what they need and how to treat them in order to provide them with the best possible life. It's also very widely known that you're not supposed to put substrate at the bottom of any chameleons cage. You are not supposed to keep them in an aquarium. The cage is supposed to be at least 18 by 36 when they're small and it's it should be twice as big as that once they're full grown whereas this chameleon a male who gets bigger than the females is in a 12 by 12 in aquarium. There is next to no air flow there is barely any light source and you can tell that he's struggling because his eyes are starting to sink in.in my opinion this is animal cruelty at its finest and PetSmart needs to do something about it before someone takes action against them. It is really disheartening to see an animal in such terrible conditions for its species. It would be nice if they would devote a little time to researching what the animals they keep need among other things instead of just focusing on selling and making money. Please do something about this.