PetSmart
Reviews and Complaints

I have recently learned that Halfway To Home rescue foundation has been banned from our local PetSmart on 10th Street West in Palmdale, CA. This rescue has been coming to this PetSmart for over a decade. Many of us that live in the community and the surrounding area have adopted our fur babies from them, including myself. We adopt them, and purchase all the equipment and supplies that are needed right there at PetSmart, one stop shopping.
Apparently there was a dispute between a customer and Halfway to Home. The person was denied the adoption and raised a major fuss. To settle it, PetSmart sided with the customer and has banned the rescue from PetSmart. Most people appreciate the screening that this rescue does to ensure that these wonderful dogs get the best possible home and the adoptive person/family get the best possible match. My husband and I went through this screening and we appreciate the due diligence that is their responsibility to perform. I can also understand why someone would be upset if they were denied and I'm sure people get disgruntled. I can't imagine that denials happen often, but there is probably a speech that is given that gives the perspective adoptees the reasons and other options that are available to them, but at the end of the day, their best interest is to the animals, as it should be. I would think that PetSmart would feel the same.
From what I understand the rescuers were accused of being prejudice and it got ugly. I know for a fact that this is not true of this organization, having met other adoptive parents and knowing that nobody wants to find these dogs a home more than Halfway to Home. On this one unfortunate day, the staff at this PetSmart made the decision to back the customer (probably to avoid bad publicity and a possible lawsuit). I truly believe if this had happened to PetSmart, their loyal customers would've backed PetSmart up, this includes myself. However, the decision to back this one customer made by PetSmart has caused a furor on social medium.
Most people that go to this PetSmart have come to love this rescue/charity. They are a wonderful charity and have rescued many wonderful, well-adjusted dogs that deserve good homes, including our little girl. The decision for PetSmart not to side with the best interest of the animals has dismayed and saddened me. I have always been a loyal customer of PetSmart because they have helped so many dogs find their furever homes and helped us find our little girl.
There is a Petco right across the street from this PetSmart, I very rarely go there, my reasoning is that I didn't personally see Petco help rescue animals as I did PetSmart. I have often recommended this store, not only because people can go there to rescue a dog or cat but because PetSmart offers it and gives Halfway to Home a showcase.
Sadly, this has all come to an end. I no longer feel that PetSmart has the best interest of the animals in mind. I will no longer be buying our food, treats, accessories, toys, grooming and, yes, even clothes for our 2 dogs and my daughter's two dogs and 3 cats (and trust me, they all got a bountiful PetSmart Christmas).
We consider going to PetSmart as a family outing because our dogs are welcome there. We visit the dogs that Halfway to Home would bring and the people that work there. Our little girl could visit them and they could see how much she's loved (they had her her whole life, 18 months), of course, never leaving empty handed. Afterwards (if the weather allows) we go to the dog park.
I am actually crying as I write this. I have never been this saddened by the action of a single store ( and never thought it possible). I find I am not the only the only one that will no longer be going there, by the talk on the app of "Nextdoor" and Facebook. So far on Nextdoor, alone, there are 47 comments. There are quite a few people upset. They are recommending other places to shop, but all that is not the point. The point is that PetSmart hurt innocent homeless dogs, denying their chances of finding a home and hurting a reputable rescue foundation.
I am sorely disappointed in PetSmart. I am hoping that corporate can look into this travesty and can work something out between Halfway to Home and this store. Maybe include training on how to handle this type of situation in the future, and send a mediator between PetSmart and Halfway to Home to resolve this. Until then, sadly, I will no longer be a consumer of PetSmart.

Respectfully,
Teri Baskette
3145 Lennox Ct.
Palmdale, CA 93551
[protected]@roadrunner.com
661.609.5898

I had a 9am appointment this morning, 7/19/2018, at 9am at Ward Parkway location in Kansas City, Missouri to have my 10 year boxer girl groomed. It was truly the "blind leading the blind". The young girl at the counter said she would be grooming my Bella. WOW-talk about Stupid! She could not even tell me anything about their grooming technique. I just turned around and brought her home.

Employees and managers were terribly and horribly bullied out of their jobs since September 2017 when a certain store manager was transferred into the Moorestown, NJ store. This took place over several months where dozens of employees and at least three managers lost their jobs due to him. They were forced to quit, fired, or even made them walk out on their jobs. Verbal and mind games were played on them all including forcing them to do things out of the norm and refused to pay them.
Now that the evil store manager is gone the jobless employees want their jobs back.

I brought my dog in for his grooming appointment a week and a half ago. When I picked him up he came home with a sore paw and kennel cough. so I had to bring him to the vets to be treated and he's on three antibiotics. I was very heartbroken and very upset that he went through that. I want my money back ASAP. I will never ever go to another PetSmart, or recommend them to anybody again. I did also find out that even if you have a grooming appointment they still sit in the cage for a while

7/9/18 approx. 10:00am, PetSmart Brier Creek, Raleigh NC. Went to this location to purchase bird toys. Was waiting in line to check out when a male employee walked up behind me, reached directly across/in front of me to pick up something off a shelf, picked it up, and put it back...all without so much as an 'excuse me'. How about learning some basic manners? And then the checkout clerk greeted me with "Phone number?". How about 'good morning' or 'how are you doing'? Nope, just 'Phone number?". When I declined to give my phone number he acted offended. Nice customer service.

Becca was rude, following us around for no reason, harassed my friends that was talking my [censored] tzu to the car after being groomed. She actually took a pic of my license plate... Why? I have no clue. i called to complain after seeing my dog was bleeding around the nail area and she answered cont no calling me a [censored]! I'm was in disbelief. I've been witnessed such rude behavior in any store anytime. And I will never go back there again period.

I recently took my 2 year old male Bouvier De Flandres in to Petsmart in Lufkin, Tx.. to be groomed at an 8:30 am appt. The groomer (Carmen) did not show up unti 9:30 am. And had no idea how to cut and groom a Bouvier. My husband spent 10 minutes explaining the proper cut. 4 hours later we returned and it appeared our dog was being ignored. Carmen started trimming his ears when she noticed us watching. He did not appear to have been bathed from his odor even though we were told he had been.She had cut large uneven chunks of fur from our beautiful dog, skinned his ears and otherwise totally ignored our instructions for the length of his cut. He even left with Fleas. For this shameful performance we had to pay $100.00. Marlis Cates. Email: [protected]@yahoo.com.

I worked at the Petsmart on Muldoon for up to two months and the reason I quit was because Lori, the store manager ridiculed me in front of customers as well as former employees. The amount of unprofessionalism working for this peticular location ruined the company for me as a whole, as a life long customer I was shocked that not only fellow pet care associates ( Hayley) as well as my managers ( Lori, and Jessica) would comment on how slow I was during my training as well as scapegoat me for their own management issues. All of these incidents had occurred from 4/25/17 to 5/30/17.

MISERABLE - UNPROFESSIONAL- BRAZEN ATTITUDE experience. Been long time customer with regular groomer and on arrival at appt time Nicole (Salon Mgr) told my groomer was sick and could not take my dog. This was done in very unprofessional threatening manner argued in threatening manner ramming door pointing fingers saying " THIS IS MY SALON AND I GET TO CHOOSE WHO TO TAKE " and she chooses which dog to see. Upon call with her supervisor Brooks (another very unprofessional ) person who clearly showed where the unprofessionalism starts. I

t fathoms to see how the corporate office does not train these immature in customer communication and service and talk tantrums.

Complaint: Regular customer treated unprofessionally by Salon Manager (Nicole ) extreme unprofessional attitude with brazen customer attacking language and stance." This is my store I get to say if you come in or not"

Requesting PetSmart official response

Appt time: 12.00 pm July 3, 2018

Store: 3780 Riverchase Village Ste 300, Hoover, AL 35244

On arriving was informed store could not honor my apt with Ana(regular groomer) had to leave on emergency. Requested for another person to groom but was informed in brazen tone and attitude by Nicole (salon manager).

Very very brazen I don't care attitude and no customer professionalism.

On exchanging unpleasant discussions on attitude to her she got even more brazen and hence I requested for Supervisor.

Since supervisor Brooks was not present Debra colleague from customer service came and I had discussion on how I was not informed with prior notification and requested for alternate rescheduling.

However to note during my process of rescheduling with Debra, Nicole stormed in (she was standing in another counter grooming) and started raising here voice " This is my salon you cannot come to my salon"

I advised I do not want to have any conversation with her and I am working with Debra to rescheduling my apt. Nicole forced Debra not to make apt and said again This is my Salon and I responded that its unprofessional and she did not own it but PetSmart and she needs to know how to converse with a customer.

Nicole left to another station started grooming and as we restarted to reschedule the apt with Debra started yelling from counter became impatient, pointed fingers at me and stormed towards me as if to physically attack and very closely rammed the door and left the room.

I had requested Debra to talk to supervisor about Nicoles unprofesionalism which got me irritated. Was informed Brookes (Supervisor) was not available and will call me.

I requested Debra that she convey unbiased even though Nicole is her colleague and its unprofessional and Brazen and I don't see any cameras.

However after few hrs Brooks called and accused me that Nicole had not crossed the line and it was ok and I was wrong. I explained Nicole attitude and brazen non customer friendly approach lead me to talk to supervisor and how would she respond. No answers. I told Brooks I am very disappointed in her as a Leader encouraging such brazen behavior especially of a team leader. She was unapologetic and didn't care on my comment on reporting to corporate office.

I am devastated with these teenager tantrums and as an executive managing 50 people having wasted 3 hrs in trying to get basic customer service.

This is insulting and disappointing - A wrong attitude and thoroughly backed by store supervisor who was not even in store during business hours that a fellow colleague had to mediate and Nicole forced her to not make appt.

Look forward to hearing your response and hope there is somewhere basic customer service training and professionalism left in Petsmart.

( I wish you had cameras to see all this. Please train your salon manager for customer service.

Leadership is a skill that is embodified with responsibility not " This is my store get out" . No wonder such brazen attitude is seen as top down store leadership in store is poor)

On Monday, July 2nd, 2018 I went to the PetSmart located on 82 Ave and West Flagler St in Miami and attempted to park but many of the parking spaces were occupied by PetSmart shopping carts, upon entering the store I complained to the manager which agree to bring them in but one hour after the shopping carts were still in the parking lot. My complaint was obviously ignored and as one of the cashiers put it "that is an everyday problem and the manager ignores it"

On 7/2/18 I went into the Alexandria store to purchase a hamster, cage, and accessories. I also purchase a parakeet bird. I return later with my other child who wanted a hamster I was not familiar of the animals habitat requirements and when I asked a staff "vita" she responded that because she would not sell me an animal due to the fact that I did not know it could not live in a transport container. I asked for a manager due to her harsh, disrespectful customer service I approached Seth, who expressed that he would get a manager. but after Vita left the area where several other customers also needed assistance to inform Seth about our prior discussion. Seth then approached me and said he was a manager. I was astonished because if you are in fact a manager how would you not acknowledge that when I first approached you? I directly again asked him for a "store manager" now considering he would not address my concern or in fact was an associate lying to be in a role in which he did not hold. I spoke with JT the store manager who later explained and apologize for his staff disposition. As a customer spending $140 the first visit and $60 the second visit I feel I should have been treated with at least honesty, dignity, respect.

Soon a petition and grievance will be filed against PetSmart on behalf of over a dozen former employees of a PetSmart store in NJ.

Back in September of 2017 the Moorestown NJ store on Nixon Drive (store in question) came under a new store manager (L'erin Gaines and assistant store manager (Amanda). Corporate knowingly transferred one Mr. L' erin Gaines from the Fairless Hills, PA. store due to mistreated employees threatening to all quit if he remained employed there. Knowing such an awful tyrant of a person is in charge of people's livelihoods and careers, corporate desides to transfer him to the Moorestown, NJ store location. It didn't take long at the new location in Moorestown that Mr. Gaines continued his tyranny and threatening ways towards the employees that were working there for months and even years. It didn't take long for Mr. Gaines to force employees and managers alike to quit, resign, walk out or get fired. His tyranny and very poor management continued for a better part of 8 to 9 months upon arriving. Why would corporate back a store manager knowing that he has a history of being a major problem, just to cause it elsewhere? This is why a petition and grievance soon will be done in place of over a dozen employees and managers that lost, forced to quit, walked out on or gotten fired while Mr. Gaines was the store manager at the Moorestown, NJ location.

Solution? Yes, an investigation should be done immediately. All employees/managers that were abused by this man and forced out of their livelihoods by him should get their jobs back or offered so if they want it.

Store 0400. Very poor management. Favoritism is shown to certain employees, and they also talk bad about employees. Never a stress free day. Management is very rude and they will not take consideration into what their employees do or say to help make the workplace a better enviroment. Problems are always accuring and never stopped. They're always standing in the office and joking around, but when asked for help it seems to be an issue.

Store closed early with many people wanting to shop on 6/24. They was 5 other cars pulled up to shop. I looked in window and 6-7 employees just standing there talking. And she came to door, I said theirs still a few minutes before 7. And she said, sorry we closed. They also stopped carrying the puppy food from Simply Nourish puppy sweet potatoes and salmon. All the other petsmart carries it. They used to and it stayed sold out. I have complained to the store and still not stocked it back. I have to drive to 2 other petsmart locations to buy this puppy food. Poor Management and they do not stock their store correctly. Other petsmart carry bigger cans of pedigree also.

I happened to be in the MANAHAWKIN petsmart and saw the dogs who were getting groomed being treated like a rag doll, the girls saw me watching and still proceeded to treat the dogs like crap and be super rough & me being an animal lover and seeing that, really bothered me. This is why you read so many stories about the groomings at petsmart with dogs dying. I never understood why until I saw what I saw.

The checkout clerk ran into a problem she needed a manager to resolve. It wasn't her fault (she didn't have appropriate change in her drawer), but she was very nice and apologetic about it. However, the Manager, Louis (Lewis?) was very slow, arrogant, mouthy, and made me feel like I was the least of his concerns at that moment. Left me feeling VERY hostile towards PetSmart. Do something about that guy, he's bad for your business.

Please note, that on Saturday, June 16, 2018, after printing the online $5.00 off coupon for a Bissell rug cleaner, and the application to rent as the rug cleaner as requested by online instructions... I arrived at the petsmart unit on s. 76th Street, Greendale, WI at 9am sharp. I waited a few minutes, I had called the night prior to "reserve' or make sure a rug cleaner would be available and the mgr. Friday, advised me to arrive at 9am.
Upon entering the Petsmart unit, the only person who appeared on duty did NOT know how into expedite a rug cleaner rental. when a mgr. did appear, I asked about the delay, she was rude, and would not accepet the online rental app., and made me fill out another application in triplcate. She did not give me allowance for the $5 coupon I brought in, and I needed to beg for the $5.00 when the unit was returned. Upon returning the unit, the person at the front register had no idea how to process the rerun of the unit, the same mgr. was very difficult when returning the unit, bordering on abusive.
You are in a competitive business, what is the lifetime value of a pet owning customer?
I spent $52.00 in machine rental and purchase of shampoo and learned a valuable lesson as to where to go to get a rug cleaning machine.

Today, June 16, 2018 I went into PetSmart in Okotoks, AB, Canada to book my new 10 month old puppy in for a grooming, that I just picked up last week. I asked if I could see the back where they wash the dogs and the lovely lady at the desk said she would ask the manager. The manager came and questioned why I needed to see the back wash bay in a very rude and defensive tone. I explained that my puppy is very unsure of new people and is terrified of being bathed and I wanted to see where she would be getting groomed so I could see if it would be a good fit. He continued to argue very passive aggressively with me saying I wasn't allowed in the back and that I wasn't certified to be back there. I explained that we have taken my other dog to a professional groomer and that we have always been allowed to see where the dog is getting groomed and are even allowed to stay while the dog is being groomed if there are any concerns. This raised a lot of concerns with me that it was that big of a deal for me to see where my dog would be getting washed and blow dried and that my request could not be accommodated for my peace of mind for the safety of my dog. This was 30 min before they closed the grooming centre so there were no dogs being groomed at the time. I then said if it was that big of a deal for me to see where the dog was being groomed I would just take my business somewhere else. He eventually took me to the back and showed me around. I was then shown the kennels and told the dog would be put in a kennel after being washed. This would hnot have worked for my dog and had he not shown me the back I would have never known that she would have been put in a kennel, which would have been very distressing to her. He then told me about the express service that you pay extra for so the dog doesn't have to go in a kennel, which we would add on. Overall I was very unhappy as to how I was treated and extremely disappointed that he was behaving so unprofessionally as a manager. I would expect better customer service period as a customer, but especially from a manager. I have spent thousands of dollars at this store for all of my animals over the years and after today I never want to set foot or spend another dime in there ever again. I did not feel valued or respected as a customer. I am not sure what kind of resolution we can come to, to rectify this negative experience. Please let me know what you can do. Thank you for your time.

I just called the Washington Square location to book an appointment for my dogs to be groomed. I have been bringing them there for 5+ years. She said one of the dogs rabies vaccines had expired in February and I'd have to bring in a copy to have them groomed again. I told her it was already in the system and they had been groomed multiple times since then without an issue. She said it must be a glitch with the system but no matter what she said he couldn't be groomed, even though it had been entered and he had been groomed since it had expired. Of course my vet isn't open on the weekend to get a copy. It's not my fault as the customer your system had an issue. To say I'm pissed is a complete understatement!

On monday evening about 6-630pm on june 4, 2018 I went to the petsmart in bullhead city, az store #1891 to purchase some food for my dog jade before we left to go out of town the next morning. As I approached the counter to pay I was astonished to see the cashier eating potato chips as fast as she could get them in her mouth, smacking her lips and then licking her fingers. Grease was on the counter, her hands and all my products. Then she tried to give my dog a bone but I wouldn't allow it as her hands were now nasty. I put my receipt in the nearest trash can. I had to wash all my cans on my return home. Come on petsmart, this was just gross! Don't you have policy's in place on good customer service? Her name was sarah, i'm sure i'm not the only one offended by this. Btw, I was told a manager wasn't available to speak to.