PetSmart
Reviews and Complaints

HORRIFIC experience! my doodles not had their ear completely shaved off! This is gonna take 9-12 months to grow back! Everyone there was rude, especially the manager when I called to complain. She told me there was "no such thing as a longer doodle face"! What! Their own employee used those words at drop off when asking if we wanted the same cut as last time with a 5 blade and longer doodle face! And my poor mini doodle also had hai entire face shaved down. we are traumatized

I visited 2 of your locations to look at snakes. Heartbreaking. Humidity levels all wrong and in the Berlin Ct store there was a python who's shed is still stuck to it's eyes😟. I'm really upset because I have extensive knowledge of reptiles and have applied for the company but I can't seem to get hired. Thinking because I know when animals are being neglected. Someone needs to address this!

I took my two puppies in as I always do at pet smart for baths and a puppy cut there normal groomer was not in that night so Kim took care of my puppies. Murphy and bella.
Bella came out fine but Murphy was completely shaved. I never gave Kim permission to shave off my puppies hair. She said she would call me if she had to go lower then normal. she never called me. When I picked him up my 9 year old daughter was scared because he did not look like himself. I called and spoke to the manager Ashley and she was extremely rude would not let me get a word in and when I told her I was going to file a complaint she told me to do what I have to do. Ashley should not be in a managers position her customer service skills are horrible and you just lost a well paying customer I will make sure my family and friends do not EVER shop or bring there dogs there to get groomed Horrible Horrible service

My name is Dawn DeWitt and I am a customer at PetSmart and Banfield. I have 3 dogs and a cat and I am continually going to Banfield with one of my pets.
A year ago I went in to Banfield with one of my pets and sadly I had to put her to sleep, your employee Edna Morris stood beside me the whole time and consoled me while I was doing this.
When you go in to PetSmart, Edna is always saying welcome to PetSmart, thank you for shopping, I have been into Banfield recently because my 12 1/2 year old dog is not doing well. Since you let Edna go there is no one saying welcome to PetSmart, thank you for shopping at PetSmart NO ONE IS SAYING THIS.
I am appalled and disgusted that you did this to a phenomenal employee and I feel that this Alicia is a disgust to this establishment.
I want to see her fired and bring back Edna because she was the rock of employee and was phenomenal at her job.

I want a response back and I want Edna to get her job back. She is energetic and responsible in her job and no one should shout in someone's face that they are dumb, stupid, ignorant or anything of those words.
Alicia walked away and didn't help Edna in anyway, as a matter of fact Edna helped the young boy out of the situation, because he was so upset

Dawn DeWitt
[protected]

I made a appointment for my dog to get her nails done today and I got there dropped her off and I waited for her in the store the gal that did her nails said it would be 5 minutes and don't leave the store I never leave the store I waited a long time so I waited on a bench next to the groomers she came out saying that her nails were to long to cut I don't drive this is the second time this has happened I will not bring my dogs back to that store very poor service .Close it down.

There is a separate room at the PetSmart location I got to where you can visit the cats. I tried entering, but the employees locked the door on me. An elderly woman came out and told me they do not do casual visits due to COVID. They had a sign that did not mention anything about appointments and it posted visiting hours(I arrived during visiting hours)

I took my Yorkie for grooming. I was told to call back in 3 hours to see if she was ready. I went back in 3 hours because there was only one pet being groomed at the time. I arrived there were 2 groomers at tables. One had a dog on the table. Turned around talking on phone. Never acknowledged that I was there. She got off phone after several minutes. She gave my husband a paper to go to register and pay. I had to wait for other girl to go get my dog. When I received my dog. I just stood there in shock. Her body had been cut with clippers with gaps to the skin in several places. I was highly upset. I asked what they did. Both just stood and looked at me. Her face and ear had some chopped places but did not appear to be washed or cut. My husband returned back from paying. One girl said look at policy if your not happy you have to say something before you pay. Buy this time I was irate. My husband urged me to leave before I did something to be arrested for. I took photos as soon as I got into vehicle. I left a response on the store site and also on Facebook. I received messages in Facebook saying someone we ould contact me from store shortly. I received an email saying stating they hoped they could make this right to bring my pet back to store. I replied that I would not subject my pet to that punishment again. She is a 4.5 lb Yorkie with cuts and nicks. I definitely wasn't taking her back. I paid $50 for this. I received a Facebook message asking if it was resolved. I told no. They said that manager said he contacted me and they would escalate it with someone. I have heard anything back. Also after this my dog had fleas and eye infection. No one of apologies or anything.

Paid groomer for full service of my pet. Groomer neglected to cut "dew" claws which caused an infection necessitating my spending more money with the vet.

My dog stayed at PetSmart for 10 days, When I picked her up she looked miserable, lost 5 pounds, she was dirty smelled like dog urine. PetSmart asked for treats toys and a blanket, which wasn't given to her, the packages was still sealed and unopened. I got in return a sick dog. I took her to the vet, she was diagnosed with a respiratory infection, she got when she was under their care.
I paid $800 at PetSmart and $1300 at the vet.

On June 15, 2021 I had my dog groomed at PetSmart. I only wanted a short cut but the shaved her completely claiming she was too matted which is not true and I have before and after photos for proof. They also charged me twice the amount for the service. Since she was groomed she was constantly scratching her ear. I just came from the Vet and she has an ear infection due to the fact that the groomer did not pluck the hair inside her ears.

I have emailed PetSmart twice and I do not get a reply.

I was in the store today no help with anything, no one around to even assist with any questions, the checkout was a waiting game and the checkout person says well can I help you; she didn't even know what day of the week it was. Now come on is this the way you operate this store...

Back left corner is smashed. I have fish waiting at my other home that need to be moved so I can show my home. Took 8 1/2 weeks to get a broken one, and I need it ASAP. Not a happy customer. By the way my fish are salt water, very delicate, and I have already lost $200 worth of corals due to lighting not being adequate since I am not there morning and night to turn them on and off. If the fish I have die, it will be an additional $500 replacement.

Made an appointment(Delran, NJ) for full grooming. The day before received call asking if dog could arrive one hour earlier. Advised Pet Smart worker that attempt would be made to leave work earlier. However, I still needed travel time to return to area, pick up dog and drive to appointment. Response, it should be fine when you arrive. Appointment changed from 3:00pm to 2:00pm and we arrived in the store at 2:05pm the next day.

Waited outside grooming space for another customer to come out of check in area due to COVID requirements. Walked in with dog after pet owner completed check in and was told my scheduled grooming appointment couldn't be completed due to a tight schedule.Time was 2:15pm when other pet owner exited check in. So, my early leave from work, drive, pick up and arrival were a waste of time!

Spoke to manager, but she gave no support or alternative. As a result, other grooming alternatives are underway and going forward my pet will groomed, but not with Pet Smart. Poor service and leadership displayed and experienced!

[protected]---Escondido---Groomers

Suggestion/complaint-
Had Gretels nails clipped, ok job, only a few minutes. BUT - the girl going over an admittance for with me, spoke so rapidly while reading disclaimers, that I had to stop her and say "what" 3 times.

I can understand busy, but I don't want to be rushed, That fast talk is very rude and disrespectful. Slow down, talk nice, English is your first language, Customers pay your salary, NOT the store.