PetSmart
Reviews and Complaints

Good morning... I'd like for this information to be passed onto the Owners, General Manager, and or anyone that honestly cares about this location and its customers! I have had several issues with this location, but choose to patronize it because it is the closest, and carries every brand that my dog loves! Any other issues that I have had and mostly with the Grooming salon, have been handled by internal managers. Yesterday was my breaking point and I don't believe that the young man that helped yesterday as the manager on duty could have done anything else. I believe his name is Kevin, African American gentleman with a close cut and probably approx. 35. I made an appointment online for Joey to get his first full body grooming, he is now 7 months and it was recommended that we wait until he passed 6 months to get this cut for fear that it would ruin his coat. Joey was taken in and the young lady that groomed him (Bri) told Stephanie that the Mohawk she requested wouldn't work for him. Bri then asked how much hair she wanted cut off. Stephanie told her not more than half. Now to be honest anytime I've gone into a Pet Smart, they will ask if I want that breeds cut, and not how much I want cut off. They have always tailored a style based off of the breed. Joey went into the salon with months of hair on him and came out looking like a rat! Bri cut ALL of his hair off, including his facial hair, burn and cut him with her clippers and handed him to us as if she had done a wonderful job! Not only was his skin irritated around his groin, under his neck, on his forearms, but he was balded on the top of his head. Once I complained to Kevin, he took us back to Banfield and they promised to look him over. Before they did the Salon manager (Caucasian lady with red hair) came to take him from out of my arms and attempted to walk away with him. Not only did I NOT allow her to take him anywhere without me, she was very insulting. She did her best to shift the injuries to being bug bites! My dog doesn't go outside unless he is getting in the car, or headed to your store. He is a house dog, he eats, sleeps, uses the bathroom on his pad in my house. When I told her that not only were those NOT bug bites but that I was waiting for an apology from her or her team, she went silent. How is someone like this allowed to remain an employee of yours? While standing and waiting to see the doctor there were several people including vendors that were bothered by the grooming Joey received and they recommended that we never use your salon again unless it was one specific employee. An African American man with dreads. After seeing the doctor at Banfield, she recommended a spray with steroids in it for him. She anticipates that he will heal within the week after spraying this on him 3x a day! Do you have an animal that depends on grooming services? Do you know that feeling of realizing that someone has harmed your animal? Do you understand how angry I am over the fact that not only was he harmed, but your salon manager had the audacity to make poor assumptions that would imply fault within my family circle? I'm annoyed that this happened. I'm going to patiently wait to see how Joey's hair grows back in! I'm going to do my best to stay far away from this location, I'm also awaiting a reply to this email that goes beyond an "I'm sorry"! This was an encounter that shouldn't have EVER happened! The young lady needs to be taught on what normal styles should look like for common breeds, your Salon Manager needs a class on empathy and sensitivity! I'd like to speak to the owners of this location, I do not want to speak to another store manager. Banfield has actual called to check on joey, and for that I'm grateful! The sad reality is that I haven't heard from that local store, nor do I believe that I will!

Hi my name is Dave Bonney, I purchased a tank and all the supplies to make it a beautiful habitat and one day while picking out some more fish for our tank, your associate suggested a snail And I figured one snail can't hurt. She said it would be a great addition to your tank but this was not true, she never mentioned that a single snail could have hundreds of babies, it destroyed our tank and now we are constantly scraping snails out of the filter, the stones, and in the plants. We've tried everything to get rid of the snails and we're at the point now where we have to start all over again. If there was information posted on the tank saying that it is a hermaphrodite we would've never purchased that snail.

Last May 19th at Mc Dill Avenue Store in Tampa, my wife, son and myself brought our Dog to a Dr.'s appointment and because the Dogs condition the Store Manager (Named Pat, long hair, white hair) started mopping the floor because our Dog have a skin condition that can be contagious. This guy sent somebody to clean the check weigher, treatment room once the Dr checked the dog and after that when we decided to cut the dog's nails, this Mgr told the associate that she can not provide our Dog any service because of the skin condition and that we have to leave the store, by taking our 30lbs Dog in our hands and not walking because he will have to mop the whole store floor. My reaction was to ask him why he has to talk to us that way? That he was totally unprofessional. Even the veterinary apologized by giving us a call for what happened. That was the 3rd or 4th time that we brought the Dog to that Banfield hosipital because of continues appointment trying to treat his skin condition, even the veterinary gave us the approval to bring the Dog to cut the nails after we left the treatment room That Mgr had no customer service skills at all. Banfield is a hospital, not a hotel, I pay for a medical plan for our Dog and we deserve respect as customers. We visited that store every single week to buy food and/or to bring our Dog to see the Dr. Our family members were surprised when we talked to them about how we were treated by this Mgr. and basically how we were requested to leave the store in front of several employees.

I booked an appointment to have my yorkie by the name of mosha groomed on june 16th, 2017 around 1:50pm. The petsmart location is in hamilton, Ohio on Princeton rd. I dropped my dog off and returned 15 minutes. As inwas sitting outside the grooming area I overlooked how Kayla, a former employee shook my dogs head while holding it in place and yelled STOP. I never said anything to her because I want my idenity to remain anonymous. I was very upset and thought that Petsmart as a well represented supply dog store and grooming place will give it its all to serve the customers well and respectfully.

This complaint is about my dog's grooming experience at the Petsmart Store at Brickyard 6655 W Grand Ave., Chicago, IL. 60707.
I am a Long-time Petsmart customer approximately ten years or more. I have had my dog, Ceiley groomed at Petsmart since she was a puppy.
I had been fortunate to have only one bad experience with an inexperienced groomer (a terrible haircut and a cut on her butt) which I was refunded and given a free service and a more experienced groomer.
Well her groomer/manager, Nayleen for the past 7 years or more moved to Arizona without notice to customers. Nayleen was at the Broadview then Kingsbury location and then was moved to another store far from where we lived, yet we followed her to three stores total.
I decided to try a Petsmart store closer to me. Ceiley was groomed by Jessica aka Jessie (African American/Hispanic decent) at least twice. There were no problems and I was pleased. I could tell that Jessie had a caring manner. Upon Ceiley's first visit with her, she was comforting her because she knew she was a little afraid since they were both new to each other. Ceiley did well and Jessica said she had no problems. We scheduled appts. with her afterwards, but the appts. were cancelled due to Jessie's baby being ill.
There are two Jessica's at this location.
The other Jessica is Hispanic. She is who my complaint is about. After the second cancellation I was referred to Jessica (Hispanic). When I dropped Ceiley off, Jessica informed me that her service would take about 3 to 4 hours, which I thought was unusually long.
I almost got the feeling like she wanted me to refuse and take my dog and leave. I asked her to cut Ceiley low, so maybe that's why it would take her longer.
Before leaving I reminded Jessica that Ceiley has a heart valve issue and that she should not be held on a slant while grooming. Jessica told me that she was aware because Jessie usually does older dogs, etc. Great I thought she has read her records, etc. Upon my leaving, Ceiley did protest as I've never seen before, but I assured her it would be okay and I would be back. I should have listened to my first mind and took my dog home.
I received a call from Jessica maybe an hour and a half later that I should come pick Ceiley up, because she was stressed and passed out. Thank goodness I was headed back anyway and got there asap. She began to tell me that she was grooming her and Ceiley's eyes began to get red and she was falling over. She said she had passsed out.
There is a Banfield Hospital at this location, why Ceiley wasn't taken there I don't understand. Clearly there are records of the dogs that are groomed at Petsmart. She was put in a cage.
She is never put in a cage. She always has express service. I ask them to call me when they are almost done. I then come in before and pick her up, so that she is not caged. Jessica knows all of this because she told me herself that she watched Jessie groom her.
I immediately took Ceiley to the Banfield Hospital right in the store and asked to see a doctor. The doctor there examined her, listened to her heart and said he didn't hear anything to be concerned about, i.e. (Fluid)
I then spoke to the Manager of the store and Jessica because I wanted to know what happened. The Manager was still trying to charge me for the Incompleted service. Didn't get his name, but he is a white male (late fifties early sixties). Jessica said to him there should be no charge. He then agreed. She then said that if I wanted to wait for Jessie to finish Ceiely's service when she returned I could do that.
I can tell you that I suspected something fishy and had no intention of EVER returning for grooming or anything else. I was mortified, but keeping my composure.
I decided that I would groom my own dog if she was going to be traumatized.
Ceiley had never had a problem being groomed with her previous groomers at Petsmart. I was going to let this incident go, because I found an excellent groomer in my neighborhood, who does a fine job and cares about my dog.

But I was in the store last Sunday returning a bag of treats I picked up in error at a Chicago loop location. I happened to look into the. Grooming area and saw (Hispanic) Jessica grooming a dog. She was grooming its paws and the dog was scared and looking traumatized to me. It was trying to get away from her and was almost choking to do so. Jessica never looked up, she had a job to do and was determined to get done. There was no care or contact with the pet she was grooming. She was pulling at the dogs paw and contorting it to get the job done. I could tell that her grooming style was painful and traumatizing to that dog. I could not take it. If I saw her doing that to my dog I would have had to intervene and give her a piece of my mind if not more! It was that bad. I am not sure about the breed of dog, but it looked to be some kind of terrier. White with brown and black ears.
I did go into the grooming area and asked for the Manager. A white female arrived and I began to tell her what my experience was and what I saw Jessica doing to this pet. She began to tell me that she has never heard any complaints about Jessica and that Jessica was doing in a safe way.. Mind You she saw none of what occurred.
I told her that I (a customer) just told her of a complaint.
She was not on the premises apparently when Ceiley was so traumatized that she passed out!
I then told her that Jessica should not be grooming dogs because her manner and style is TERRIBLE!
I then told her that I would be making a complaint about Jessica to Headquarters. If this is not the correct location to send this complaint, please let me know. I think that Petsmart needs to do classes with their groomers. It is my opinion that these groomers that are hired are too young, some inexperienced and don't care about the dogs well being.

I am letting you know now. Some action needs to be taken. More grooming classes are required. There won't be a reason to have grooming departments if this type of practice continues, because I am spreading the word!

Being a breeder of purebred show cats I have spent a lot of money over the years at PetSmart. I know better than to use their Banfield Veterinary Service from many who lost beloved pets at their hands. Pages and pages of stories on the internet.

This I can promise you, if you receive a 15%-25% discount coupon in the mail or email, I guarantee you they have jacked up the price of every product eligible for that discount by the same amount. I have watched this process for several years. I will go into the store check the prices of items I often purchase, then when the sale begins go in again and check the prices, they are much higher than a few days before...

PetSmart is not interested in our animals they are only interested in their profit margin. A good retailer will have interest in both. I am done with PetSmart though I have spent thousands there in the past. Don't believe the rescue resources they claim, they can't show proof. No rescues in my area have ever had any help - from them, I have asked them all.

Donna Guyer

I purchased a Hamster for my granddaughter with the new cage and everything else for it. On the 15th day it died. They said it would have a 1 yr+ life span. I called the store and they said they would offer the second one to her and no charge even though the 14 days had passed. So yesterday the second one died. Now either the Hamsters are older than what is told or there all sick to begin with I don't know. That is the end of buying Hamsters. Not happy with the store or its policies.

I decided today to buy some fish for my aquarium willing to spend up to about $250 I entered the store which wasn't busy and Hinesville Georgia one person at the cash register purchasing one cashier blondish brown mail look to be early twenties did not bother to greet me or be bothered aquariums located next to cash registers not one time did he say someone would be over I waited about 10 minutes another cashier came from the back walk right past me had two tone hair color blonde and blue seem to have stepped to the back in order to get something to eat with still chewing her food as she walked back out the door did not look at me say anything to me walk right up front look down an aisle then turned around and looked out the door then turn back to start talking to the cashier noted at this time I still was waiting to be waited on both of them had nothing to do I was standing just waiting on one of them to even a knowledge me as you lost two more customers that was waiting as well as I was if this is a service they're going to provide for Hinesville Georgia I might as well just go to Walmart this was my first visit to a PetSmart I was not very impressed

I attended Pet Palooza 2017 in Charlotte, NC roughly a month ago. I entered a raffle for a $250 gift card. The brief survey asked if I cohabitated with someone which I responded "yes". About a week or so ago, I was notified that I had won. When I spoke with the representative, they said I was also eligible for some kind of cruise or special vacation package. They requested that the person I cohabitated with also get on the phone. I asked to decline the additional winnings and focus on the gift card. The representative insisted we still bring the person who I live with into the conversation. I asked why that was necessary since I was the one who won, but they could not provide a reasonable reason. When I said I didn't think the person I live with should be involved, the representative got defensive and said something about me not wanting to claim my prize and how she could understand how we aren't in a relationship anymore. I said I was going to report her and she got even more nasty making assumptions about my living situation. I have the conversation recorded. I'd like to receive my gift card and compensation for dealing woth, quite possibly the rudest person I have dealt with in a while.

Two weeks ago my wife and I was told that our pet Bordetella shot was due, by Petsmart Doggie Day Camp staff member. We appreciate the notifications. My wife physically handed the updated shot record to a Petsmart staff member at doggie day camp. My concern is the second time we had to provide proof on the same update. We're not sure if the info we provided was ever enter into Petsmart computer. As a Biomedical Computer Engineer, "if no data in, there will be no data out". My wife and I been a loyal customer for 5 years and we are concern about customer service and not excuses. Assistant manager stated "Our staff did there job". Assistant manager was more concern to defend the staff member instead of the problem. All I ask is fix the problem.

Thank for your time.

Robert L Johnson

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I originally scheduled a grooming appointment for my dog at the Petsmart located at 3183 S. Veterans Parkway Springfield IL for 5/6/2017. There was a three week wait to get this appointment and I had to cancel and request another date due to an unexpected business trip. I called and rescheduled an appointment for 5/20/17 with Morgan at 5pm. When I arrived to the store I was informed there was no appointment for my dog. This is the third time I've had issues with this Petsmart location. Twice I've made appointments at the Banfield there only to arrive and be told there was no appointment scheduled and again today with the grooming dept. I'm beyond frustrated with this store. Clearly the company needs to invest more time in training their employees. I waited over 4 weeks to get this appointment because I'm currently in a small town with only one store. I don't foresee myself patronizing this store or brand anymore if this is the type of service, or lack there of, that's to be expected. I never experienced this with our former groomer and At this point I'd rather drive the hour and a half to our previous groomer who provided excellent reliable services.

I arrived at the 1102 Bolingbrook Petsmart at approx 850AM. I made an error thinking the store opened at 8. I came in, grabbed 3 bones, and asked a lady walking out of the office if I could check out. She referred to the manager, Kendell, who was sitting in the office. I walked up and she said I had to wait 10 min. I told her I was an employee at another store, which she already knew. She said she wouldn't help me until 9. She said she just wasted 10 min of her time helping someone else, and if she wastes her time helping me, then she will have to waste her time helping someone else if they come in before 9. Not to mention there was another woman standing there who was available. My issue is not that I couldn't purchase my items. My issue is a manager talking about helping a customer as wasting her time. I used to work in the grooming salon and saw customers quite frequently come in early thinking the store was open bc grooming was open. Never once did I see another manager say something that rude to a customer. I would hope she wouldn't say that to a customer, but talking to me like that and referring to helping people as wasting her time is completely unprofessional whether she knows I'm an employee or a customer. I live down the street and I will never purchase from that store again.

This complaint is about the store manager lynn and her lil buddy girl I guess an assistant manager I think for lack of I better term and I hate to use this term the black girl I dont know her name. About a month ago my wife was in there shopping for our dog and cat as always and asked the lynn lady a question and she pointed and walked away and mummbeled something derogotory under her breath to her my wife put down the stuff and left never to return. I went in today to try again and use the pet smart store since it is close to the company I have owned for over 30 years in the same place also its close to our home. I was looking for a specfic brand of food when I approached the 2 women and asked for help they acted like I wasent even there so I spoke up and asked politly where I could find the special dog food she said in a rude tone of voice its over there and pointed as I walked off I heard her say I hate #ing people like that so I asked here what she said and she told me it was none of my business and proceeded to keep chatting with the other employee. While I was in the store I watched as she was rude to other customers and cussing out employees, and this is not the first time my wife or I or many of our friends have been treated this way by her and the other girl nor heard her cuss at customers and employees. It is uncalled for in business period! I have found 2 people in the store one is a girl named chanel that is a manager and very sweet and helpful everytime we have ever came in im sure she has been cursed and yelled at too by lynn and the other is a younger guy of middle eastern desent misial I think is his name super friendly and very helpfull. We will not be back to that store untill action has been taken on the black girl and the store manager lynn she needs to be fired or demoted period! I hope this wakes the company up and they will see how much business that this lynn woman is running out of the store. She is lucky my wife walked out or it would not have been good for her, she is still mad to this day about it.in 30 years of business I have had 2 complaints on my salesmen and I fired them both on the spot! please let me know when this situation is rectified. Thanks, concerend customer..

I just took my 6 pnd Pomeranian to the PetSmart in Machesney park il 61115 on 173.. when I went in my Pomeranian was a fluffy happy Little dog. I discussed what I wanted done which was a bath a cut down which the worker had a mat with different links of hair I decided on the number 7 length and toenails cut down. when I went back in to pickup​ my dog I was horrified he had been cut down to the shortest length his skin was showing he was shacking non stop he has red marks on his skin that look like Razer burn they put a bandana on him that was covering up a small Nick that was bleeding that they cut his skin. I was given a bill for 65$ that was for cut and conditioner and nail clipping.. I immediately asked to speak with the manager I told her I was very unhappy and that this was not what I asked for and asked why I was paying for a conditioner treatment when my dog has no hair now she immediately got defensive and said that he had a couple mats that they had no choice. so I asked her why no one called me before​ they took off all of his hair she said they don't do that. also when I dropped him of the lady that worked on him checked his fur for mats or any problems that there could be and she said no the number 7 length would work good. so the manager took off the charge for the conditioner treatment and walked away and said that is final. I took pictures of my dogs cuts and burn marks I will never go to this store again or recommend it to anyone

We made an appt for 2 Siberian Huskies at 8 am on May 1 for a wash and brushing for $32.99. We spoke with Salon Manager Amber for 30 minutes when we brought them in. We picked up at 5pm, neither dog was brushed from their winter fur. We asked for store manager and was told that we should have asked for furminator brushing which was never suggested for these dogs. Amber the salon manager was not there and we spoke with store manager Jordan who really didn't know what was going on and how to handle our situation. We did pay but we are very upset that our dogs were there for 9 hrs and not one person called to ask if we would like to upgrade to a furminator brushing that was meant for dogs with a lot of fur. We are very upset over that my husband had to take off just to be able for both of us to bring dogs in. I would like a full refund or a voucher for another wash and furminator brushing. Thank you

Stockers and managers that work the truck shifts are being treated unfairly. On truck and stock days there's typically one or two people to work trucks or stock. Only given four to five hours to complete the stocking and put away over stock is not enough time or man power. Employees are quitting or over exhausting themselves. Being told that corporate keeps changing the ways the trucks are being processed when the old ways worked great. Always adding new and harder ways to do the truck with minimal man power and employees. It makes it nearly impossible to complete assigned jobs and tasks.

Recently I took my dog to PetSmart pethotel while I was out of town for roughly 5 days from April 13, 2017 to April 17, 2017. I received a call from the pet hotel manager asking me if my dog had larger testicles than usual? I advised that I have never noticed anything unusual. The pethotel manager told me that they noticed something wrong and was taking him to the veterinarian. The following day, I picked up my dog and it was explained to me that a chemical that is used for cleaning kennels was not properly rinsed out and it caused a reaction that caused swelling and exposed the skin of my pet testicles. I have requested a refund for his stay at the hotel, but I have not heard back from anyone!

Have tried several times to do an online service at the same location to book an appointment for grooming. This is a joke, it tries one's patience's.
I give up, I have always have to call and make an appointment. I never get thou, the Groomers always tell me the online booking does not work, after having to call them the next day, and making an appointment. Why don't you fix your system? Your company was my last choice. Please use me for your PR representative.

I would not recommend the muncie, in, petsmart store or grooming salon, or any other petsmart store or grooming salon for that matter, to anyone. I was a very loyal customer at the muncie store for over 7 years with my two miniature poodles, abby and sebastian. We frequented the store during this time 2-3 times per week on average. Nevertheless, twice during the last 2 months, after having longstanding appointments at the grooming salon, I was snidely refused service and told I would have to reschedule. The first time this happened, I seriously considered never going back. After some deliberation I decided to give them a second chance. The second time, however, sealed the deal. I will never again set foot in any petsmart store. I couldn't be more infuriated with them. They are a typical big chain store that couldn't care less about customer loyalty and satisfaction. I guess this goes to show that we should be supporting locally owned businesses instead of these chains anyway. I would strongly advise others not to waste their time or money at petsmart!