PetSmart
Reviews and Complaints

I am a long time customer of PetSmart and recently I received the worst service ever! I want PetSmart management to resolve my case as soon as possible, because store staff was not able to provide proper service.
I live very far from the nearest PetSmart store, so before going to the store I called them and asked if my dog food was in stock. They said that it was available in their store. I told them I wanted to buy five bags of ProPlan dog food and they said that they had everything in stock! So I wasted my time and money to get to the store only to find out that food was not in stock!
Sales lady said that she made a mistake and said that she was sorry and etc. I only lost my time and money because of her being unprofessional! Please PetSmart do something about that!

After acquiring my pit bull's dogs food, my husband and I went to checkout and stood there ten minutes as we watched the cashier look at a cell phone discussing an item a lady was unable not find. We waited, & waited, the cashier pulled out her own phone and started look at it and the lady phone. At this point myself and spouse started looking at each other in disbelief, no HI, be with you in a moment, you may want to go to another register, sorry for the long wait, nothing. My husband interrupted and asked if we should go to another line, the Cashier Cassandra, turned to him and scrunched her face, lips poked out and said "maybe you should". At that point she pissed me off, we went to the other line but I asked to speak to the manager Amber, she apologized for her of course but said not one thing to the cashier who continued to help the lady and when other customer came to the line she then redirected them to another register. we were in line a total of 15 minutes which was crazy. The cashier should not be assisting people looking for items on their phone at the register, she should have called for assistance. When she saw we were standing there and a few minutes had passed, she should have acknowledged the wait and suggested we go to another registered instead of getting short, laugh and whisper into the lady ear was not only extremely unprofessional, rude but antagonizing to us. the situation could have escalated to the extreme cause I was seriously getting upset the more the leaned and laughed with the lady and glances at us.

I have been taking my dog to petsmart for about 2 years. And he is a big dog I know that but after almost 2 years now they couldn't trim his nails. I told them before they can put a mussel on him. So they did not trim his nails but still charged me for it. Not only that they could have called me and let me they only told me after I paid. Know suddenly after 2 years he is to big to handle and he was wet when I got him and I told them it's to cold outside for him to be wet we live in nj and right now it's in the 20s.

So me and my sister were going to get a cat and we went in and said we're going to get something to eat for dinner and we will be back and the lady said ok so we came back from eating and the lady said sorry no more adoptions for today the humane society is closed so that's what happend but if the humane society really did care about there animals they would be there from opening to closing

I have spent several hundred dollars on fish equipment such as fish, tank, decor, food, etc. my son wanted the new glo fish so I took him to pet smart to pick out 4 glo fish along with a algae eater. I asked the sales associate all kinds of info about how to care for the fish as I have never had glo fish before. The sales associate at pet smart in Bristol VA was answering all my questions or so I thought so. All the fish died as the sales associate have me the completely wrong info on the glo fish. She didn't bother telling me everything I needed to keep my fish alive. I took the dead fish back I was told in a very rude manner that since it has been 14 days since purchase of the fish that they couldn't help even with my proof of purchase and me explaining that the other lady gave me all the wrong info on the fish which in result killed them. The way I see it is I deserve a refund or replacement of fish due to simple fact that pet smart should NEVER put a sales associate in a task that they know nothing about. The customer service is obviously no help and demanding to speak to a supervisor is apparently un-heard of and still a week later waiting on a response from a supervisor. All they seem to want is profit instead of your animals health and lives

I took my dog in for a shampoo and nail trim with an appointment. While the groomer rearranged a prior phone statement she had made telling a customer they could use Express Services, I waited 5 minutes before asking how much longer was this going to take. It was an uncomfortable wait because the area is small and my dog excitable and stress in unfamiliar settings. She finally got off the phone and checked my dog in. My main concern is while waiting during drop of and pick up I noticed the staff is not friendly. They appear to not like their jobs. I just feel customer service, when dealing with someone's pet should be better. They should at least act as though they like pets. For you possible new customers, I will not return, I think you need to give your staff some training in how to be pleasant to the adult customers. I can only imagine how they treated my pet after I left.

On dec 21 I dropped my dog (justice) off at thee above location. At that time he weighed 65lbs
upon drop off owners food 8 scoops approx. Was left with staff. Instructions were left to feed him once a day one scoop and a snack (a day) also was left with staff.
Upon pickup I recieved a considerable amount of food back when there should have been none or very little left.
Staff could only express to me that he'd eaten all his food on each of the 8 days of his stay.
He looked skinny to me as his rib cage was showing I took him over to banfield and asked that he be weighed he weighed 51 lbs
I paid 417.00 which included the feeding and care of my puppy. Dont feel they gave me my monies worth and a difference of 14lb. This the 2nd time ive been dealt this blow at the same store

I have used the doggie day camp at the petsmart in clovis ca for 8 months. Overall service is fantastic with reliable service both by phone and in person. Today, dec 15 I made my regular phone call to reserve day camp. The reception person informed me that my dog needed a rabies shot. I told him that my dog had received shots two weeks ago and that the paper work was submitted. Also, my pet was in day camp about a week ago.

The individual continued to say that the rabies was due in november and there was no record. Again I stated could you look again as it was turned in and my pet was there last week. The individual again said, you have to call your vet. This could have easily be resolved by checking to see if my pet was in last week. But he refused to check, was adamant that he was correct, and instead of asking for assistance he continued his single minded approach. I then asked to speak to someone else (Who was also rude) and she made an excuse that the file was under another name. There was no apology for the error on their part, but rather blamed the filing.

Given that there is such an extreme departure from other phone calls and the second person was just as rude, I am wondering if there is new management or people working at petsmart in clovis.

Ti have made almost weekly calls to place my pet in day camp. With the exception of today, the individuals were friendly, responsive and eager to help. Whoever was working on dec 15 in the day camp phone was not the same helpful, service minded people.

I scheduled an appointment for my Standard Poodle puppy to get his first full grooming at the Spokane Valley PetSmart. I live a long way out of town, so I had made other plans with my disabled mother for mother's day while he was to be groomed. After driving a very long way, when I tried to drop him off, they said he couldn't be groomed that day because he had a shot within the last 24 hours. They didn't mention this restriction when the appointment was scheduled. I drove over 65 miles to be told it was a wasted trip. And I couldn't even take my mother out because I couldn't leave him in the hot car, so we just had to return home, getting nothing done.
The next time I brought him in, a week later, I described how I wanted him groomed, including specific instructions to not trim the hair on his head. When I went to pick him up he looked great except they trimmed his head hair short. I complained politely to the manager, he read from the computer the instructions I gave when I dropped him off. He actually read that it said "Do not cut the hair on his head" but he continued to tell me that it was a miscommunication. He said I didn't explain what I wanted well enough. When I said it is in the computer, he continued to blame me for not communicating. I told him I would like a free grooming to make this up to me and he said the rest of the dog looks great, so he couldn't give a free grooming, and besides, I will be surprised how fast his head hair grows back out. This was his puppy hair which will never grow back. He didn't look like a puppy anymore and I was so disappointed, but I didn't want to keep complaining and asking for a free groom because he kept blaming me, even though it was clearly in the computer what I wanted. I left saying I won't be back.
I am loyal to PetSmart because I always took my previous dog there, so I wanted to try again. My third bad experience happened at the South Hill PetSmart about 3 months later. I took him in to be groomed and they said they will charge me for 45 min of extra combing because he needs to be combed before he is shaved. I said "Of course he does, don't you always comb before you shave?" They said they allow 5-10 min of brushing before shaving. I said I have never had to pay extra, they said that he was full of tangles. This was not true. I combed him the day before, and I even showed him by combing right through his hair. I left without dropping him off, again wasting the very long drive.
So three attempts to groom, but only one was done, and it was done incorrectly. Also, I bought the puppy pack full of coupons for 25 dollars with the intent of using the 20 dollar coupon for food, which I did. Also, I meant to use the 20 dollar off grooming coupon, but refuse to bring him back in to be groomed by them. Since I currently own everything I need for a dog I ended up losing 5 dollars by buying the book and not being able to use the grooming coupon.
The only thing that could make this better at this point is an offer of free grooming (otherwise I won't back) and I would like a refund (even partial) on the coupon book that I purchased and tried to use.

I went to the Petsmart in Hampton VA Peninsula Town Center to ask about the cat diarrhea medicine. The female (in her 50s, tall, thin, very dignified, short hair) acted like I don't exist and pretended to be serving another customer (with her full heart) who is applying for some card or something. It obviously takes long and my question of "do you have diarrhea medicine" only needs a short and simple answer. After I tried to ask her this question, that is how she acted. I don't think anybody would feel good about this haughty and disrespectful attitude. On a second thought, I think that is exactly what she wants me to feel, being a nobody, completely neglected. She must have felt a lot of satisfaction. I think it is my duty to report this to the complaint line. I think she has the guts to treat a customer like this then she must have the guts to face the complaint. She looks like a sturdy (not in build but in attitude) and highly dignified woman.

I am so upset with your store at 3939 S Arizona Ave Chandler, Az I am beside myself! I was in your store today 11/11/16 and there was a woman cleaning in the area where the cats are housed to be adopted and she was spraying cleaner and leaving it sit on the surface of the cubicles while cleaning other things with all 4 or 5 cats in there while she was cleaning breathing in the chemical she was using! Is this standard practice with your companies policy on how to treat pets? This is absurd, these cats are trapped in an inclosure with no way to escape the toxic chemical being sprayed! You need to change this practice, its unhealthy and abusive! I can't believe you hire managers that don't have the common sense to instruct their employees not to spray chemicals around the cats/dogs! I am posting this to facebook this is cruel and abusive practice! You need to do something about training your employees properly, this is unacceptable!

So I recently moved and my fish didn't make it, I have too fish and I have a 3 gallon tank. The employee working by the fish area gave me no attention didn't ask if I needed help and ignored me when I finally got someone over he was completely rude about the fish I wanted told me my tank was not big enough but when looking on the recommended gallon size it was 3 gallons. He did not seem to enjoy his job and he was so rude to me it was embarrassing so I will be getting my fish from somewhere else now.

Called on a Friday and made an appointment for grooming on Monday. I called back on Monday and rescheduled for Tuesday and explained that I was taking pet to the vets office for skin allergies and steroid shot as the reason for rescheduling. When I got to PetSmart on Tuesday morning, I explained that the vet wanted her bathed in the shampoo that I provided. I was asked at that time if she had been given an injection. I said, yes. At that time, I was told it was PetSmart's policy that they could not groom her for at least 48 hours. I explained that I had just driven 40 miles and no one had mentioned this to me the day before when I called to change the appointment and told them about the vets visit. I was told, "Sorry, that's the stores policy."
The vet knew about the grooming appointment and approved it. PetSmart has lost a customer over this.

A few months ago I purchased many small bags of Purina Beyond dog food from Petsmart. I opened the first bag later that night and when my boyfriend stuck his hand in, there was a sticky film. I'm not sure why, but we thought this was egg (don't ask us why we thought this, the flavor was tuna & egg and we foolishly thought they actually cracked an egg or something in the bag) and didn't think much of it. All of a sudden, I saw a black bug come flying out and it spooked me so much I never opened any of the other bags.

About a month later, I started noticing flying insects (like small moths) all around my house but didn't know where they were coming from. My boyfriend ended up tracing it back to the bags of dog food, and when we opened them, each and every last one of them was infested with maggots / cobwebs / flying insects. We googled it and came across an article on your website and were shocked to see that it was also a Purina brand purchased from Petsmart. We realized it wasn't just us so we took the bags into Petsmart to exchange them. We were not asking for a refund of any kind; just simply to exchange the bags for food that did not have bugs in them.

The cashier saw the bags and was not surprised. He said he has had customers bring the same exact brand in with the same complaint before. We spoke with the store manager and told her our concerns that they were selling a brand that had bugs. After a lot of back and forth and denial on her end, she finally agreed to exchange our 34 bags. She only had 8 on the shelf so gave those to us, then said she would order the additional 26. She assured us that the 8 she gave us would not have any bugs. She took down our contact info and we left. We went home and opened a bag. Of course, that one was full of bugs as well. We called corporate and the store to inform them that the bag of food they just gave us off of one of their shelves was infested but could never reach her, so we ended up going to Petco to purchase Purina Pro Plan from Petco for our dogs and that food was fine.

Two months later, I realized I never heard from the store manager on the other 25 bags and decided to follow up. Every time I called her Petsmart store, her employees made up excuses for why she could not come to the phone and referred me to corporate. I contacted corporate on an almost daily basis who did not get back to me for two weeks until after I said I would bring the issue to social media. The district manager could not care less that the food her store sold contained bugs. She tried to blame it on me for having the bags of food for months and accused me of storing it incorrectly. I brought up the fact that the first bag I ever opened had bugs and that the bag the store manager sent me home with had bugs, but she did not care at all. She offered to pay me $.49 a bag and when I refused, she accused me of abandoning the bags. I told her she was lying and that she could look at security cameras and see that I was telling the truth. She kept repeating the same offer and kept making up more and more lies as I spoke with her. When I asked her if I could record her because she was putting words in my mouth, she immediately refused and said she wished to no longer speak to me.

No resolution there so now I am waiting to hear back from someone above the district manager. All that to say that Petsmart is selling bags of food with bugs in there, and do not care when customers complain. There are written articles (http://www.dogingtonpost.com/familys-bug-infestation-was-caused-by-dog-food/) about this exact same issue and still no action. All I am asking is for them to cease selling that brand of food and exchange my infested bags for non-infested food. Their apathy to the matter is concerning. Please know of their indifference and unwillingness to take action. They all make excuses for one another instead of righting a blatant wrong. A customer care rep once had the gall to tell me that even if my dogs ate that food, it would be fine because those maggots/insects would not affect their digestive system.

I'm Done! 4 out of the last 10 times I have used the Pet Hotel to board my dog I have had health issues. Twice it has been hot spots and twice it has been kennel cough. This last visit was the second bout with kennel cough. Each occurrence resulting into a trip to the vet. Also, on this last occurrence my friend also took her dog to doggie day-camp and her dog ALSO got Kennel cough. So this is NO coincidence. When I call to inform them they could care less every single time and are always saying the same thing. We never have a problem. My friend called right after I call and was told the exact same thing. Must be part of the companies training manual to lie.

Its cruel to the dogs. They lie to clients. The fact that their conditions create dogs getting sick if deplorable.

07/25/2016
Today I called PetSmart in El Cajon, CA to see if they could get my 6 month Beagle in for a nail clipping. The lady on the phone said "Yes." I then asked if they were too busy because I would have no problem bringing him tomorrow. The lady's rude response was "Well, we are busy every evening." This should have been my first clue to no go to this PetSmart. We get to the grooming station and drop him off and walk to the next storeover waiting for them to call so we could pick Murph up. The same lady I spoke with on the phone and that checked us in calls me and asks me where I am because Murph is ready for pick-up. I told her I was just next door and I was walking out now to come get him. Her rude response was "oh thank goodness." My finace and I were walking into the door and there she was standing with Murph right at the check out station. I asked her if Murph was bad. Then she rudely stated infront of her manager I might add "No! He was horrible! We had to have two of us hold him so we could cut his nails! Do you ever play with his feet?" There is a way to tell a customer that their dog did not behave but, her customer service was just HORRIBLE from the get go! I have never once seen a dog just be so well behaved while getting their nails clipped. My dog has had is nails clipped before at his previous vets office before we moved here and he never once had a complaint. We will never return to this PetSmart.

Date: 24 July 2016, Time: Approximately 9:30 AM.

Upon arriving at Pet Smart 9:10 AM I found the door to the store wide open. Since Pet Smart opens a 9:00 AM throughout the week I assume that since the doors were open and the sign for store hours were covered by open doors I proceed inside to shop and loaded my basket with the items I wanted to buy. Upon concluding my shopping I went to the cashier counter to pay for the items. I noticed that there was no one a the cashier counter so I then went looking for a cashier and subsequently contacted a person cleaning the cat cages. I ask this person if they could check me out and she said she would after finishing cleaning the cage. While waiting for this person to show up the manager came to the cashier counter and stated that they were closed and she could not help me. I asked why the doors were wide open and anybody could walk in without anybody noticing it. She stated that the doors were open because of accessed needed by Vets to the clinic inside. I said that if the doors are wide open then one would assume the store was open. At this time she became hostile toward me and I basically told me that she would not help me and that it is just too bad, at which point she turned and walk away. While I was waiting for someone at the cashier counter the doors were closed and after my confrontation with this manager I had to physically pull the doors apart to depart the store. This manager had no customer service skills, was extremely nasty towards me and made me feel very uncomfortable and scared for my well being based on her heated words and aggressive approach.

Today July 23, 2016 I took my 10 month old 4LB Shorkie to Petsmart in Barrhaven as I always do to get groomed. He is special needs and I have made that clear to them since I have been taking him there since 2 months old. He has kidney failure and ataxia which is not contagious and is incurable. The only thing about ataxia is sometimes his legs give out and he just lays down. The groomer that we always went to is great she just laid him down and he wouldnt move. Anyways, in 8 months that we have had him it was never an issue we have gone for monthly nail trims as well as groomings every 2-3 months. We also take our other 2 dogs there monthly. Well today after Chances grooming... we were told the manager didnt want him back there and he is banned due to his special needs. He doesnt bite, he doesnt move around when being groomed and they are banning him because of his disability. I find it very disgusting and sad to be honest I have given them my money every month and felt good leaving him there because he was in good hands with the groomer. And then out of no where its an issue when it was never one before and they still made me pay for his grooming today and the salon manager made the poor groomer break the news to me and wouldnt come out herself. I started crying in front of everyone because I felt my dog was discriminated against.

I have two frenchies that I boarded at the hotel. I was a bit skiddish because I usually board them somewhere else and this was in a time crunch. I'm not a fan of pet hotels that do not have webcams or allow you to see/set up the room for your pet. To me, this means that they are hiding something and don't feel they need to be accountable for any mistreatment.
This was definitely the case both times when I boarded my dogs at the one off Bryant Irvin rd.in Fort Worth, TX. One stay was one night, and the other stay was two nights. One of my frenchies is a puppy miss rescue (she was a "Puppy maker") and I have worked very hard to get her spirits up to be a "Dog" again. She is also deaf and is still learning how to walk on a leash with a harness.
After both times, I noticed she seemed a bit lethargic and both dogs smelled like pee. The bed I provided was given back to me smelling like pee as well on the under side which tells me that they didn't monitor for "Accidents." My other male frenchie, both times, when I picked him up from the hotel, he was desperate to do #2 and we did as quickly as possible. The amount was way larger than usual which tells me that he didn't get sufficient time to do his business, if at all. The same thing happened with the girl frenchie. She pooped out A LOT when we got back to the house. She then became more lethargic, had breathing episodes, and stopped wanting to eat.
It's obvious to me that this hotel program is not carefully regulated and the employees, to be blunt, don't give a crap about the dogs staying there. They do their job to the most minimal capacity and don't bother considering going the extra mile for the comfort of the dogs. Nor do they allow enough time for the dogs to do their business when the time comes.

My female frenchie is now on pain killers, antibiotics and anti-inflamitory medication right after her stay there. This is unacceptable. Their hotel need to have webcams in EVERY room and area. The staff needs to be held accountable to do their job to the highest capacity and be held responsible if they do not. No waiver will protect them from the lawsuits to come if they continue to be irresponsible.

Needless to say, I will not be taking them back there again. EVER!

I have 5 pets. Each year for their Birthday I take my pet into Petsmart Store and buy them gifts for their Birthday. Today, I was there for my Standard Poodle HOPE, who turned 9 years old today. A customer told me she was there getting her birthday discount. I have a pet smart card, with my address and info, but I have NEVER received in 9 years a Birthday Coupon for any of my 5 pets. Why is this? I can just as easily get her gifts from Dollar Tree and go to the doggie park and skip petsmart all together for my 5 pets future birthdays... All of the cashiers there stated that they were not knowledgeable about any Birthday Coupons... When I got the customer to say in front of them what she said to me, she held up her phone and said it was sent to her. I have my pet smart card, been a customer for years... Why was none of this explained to me today or any day before? Wendy Cicio