PetSmart
Reviews and Complaints

Store # [protected] N 73rd Plaza, Omaha, NE 68134
Date: 04/27/2018

While returning an item, the gal working the register, named 'Jody', was very rude. I was with my new born (2 months) who was especially crabby and my interaction with this employee made this experience especially negative.

I understand that working in retail is grueling. It's tiring and employees are often underpaid. I'm not sure if she was just having a bad day or was annoyed with my return, but no customer at any establishment that desires to keep a clientele base should experience the awful customer service that I did today.

I worked in a few retail stores in high school and during my undergrad and understand the importance of good, friendly customer service when it comes to the success of a business.

As a reoccurring and loyal customer, and as someone who has convinced countless friends and family members to take a puppy training class with PetsMart here in Omaha, I was very disappointed with the customer service I received in this interaction.

The point of this email is not simply to complain. I hope the employees day was better as her shift went on. But I also do hope that a conversation is had with the employee about the importance of customer service.

Many thanks,
Destinie Freeman
[protected]@gmail.com

My first and very last experience at PetSmart. I have a cat that I adopted from PetSmart last year. He is a long haired very fluffy boy. From the beginning I have brought him every other month into a groomer for a bath, brush, blowout and sanitary trim. He is quite used to this and his groomer has always said he did just wonderful. The hours of my groomer had changed a bit and they no longer worked with my work hours so I decided to give PetSmart a try. I called and talked to a girl in the grooming salon and explained I wanted the "works" everything except the nail trim, for he is all 4 declawed. She told me only one girl did cats and I had a two week wait and would 5:00 be fine? I work during that time but said "I'll take it!" I moved my own clients around and blocked out so I could get him there and also brought my husband along so that if need be he could pick him up earlier than the 1 1/2 hrs that I had to return to work for. Anyways the moment we walked in the girl that does the cats said, (even though she had not even met my cat yet) " if the cat seems at all stressed I will not be able to do him" then asked what I wanted done. I explained once again what I wanted done and she once again went on and on about she may not be able to do him if he is stressed. After waiting 15 minutes as many dogs were being brought through and barking and fighting their owners about going behind the counter the girl comes over and has me take my cat out. I hold him in my arms and she pets him and puts the leash around his neck. She immediately says..." He just groweled" I'm like oh? He's a sweet baby, just a new place and all the dogs may have scared him. ( I did not hear him growl as I was holding him even) anyways she then tells me " no, I'm sorry he can't be done" u can bring him at 7am if u want and there won't be as many dogs here. I was shocked? I mean really? I am sorry he was not purring when we walked in! But he sure was not a problem or was he being overly stressed! She was petting him and he was being more gentle than the dogs even were! She also had no idea of what I wanted done! So I am extremely angry that I wasted my time, and moved my own clients around to which I lost money...drove way out of my way to an appointment that was turned away basically when I first walked in! Why say you do cats? When obviously if my sweet gentle cat that has been groomed many times before you won't touch! After leaving today, my husband dropped me back off to work and noticed a grooming salon in route and it was still open. He had my cat with him so he decided to go in and talk with them. Well they met my cat and have no hesitation with grooming him. Yes, he told them of our experience with PetSmart and they couldn't believe that my cat would be turned away! I have never complained of anywhere before but after this experience with PetSmart I feel like the company should know ...I know all my friends with furr babies will!

Prior to my 4/20 appt. they said it would be two weeks before they can setup my 3 dogs, because they were having staffing and turnover issues (something I've heard very often over there). Come in for my appt. and the grooming person said "I have this dog and another in the back and I was going to call you to see if you can reschedule your appointment for my maltipoo!" If that wasn't enough, the same groomer told the bather that she wasn't allowed to bathe my long haired german shepherd because he was matted in the area that they once told me was the sanitary shave area (taking 5 minutes) that comes with every bath. Then said that they are two different services, so I said okay, I'll bring my maltipoo home and you can shave that area for my long haired german shepherd, services I would be paying anyway. The groomer, Anna, refused service to my dogs. I left the stupidity there, came home and called Luis the Manager, who seemed to be a junior level and clueless of what his job is...knowing what works in his store and listening to the customers complaints as to what doesn't work and improving upon it. Asked me to talk to Tony & Julie who are also Managers, but who rank higher than him. I just want to go straight to corporate with this issue. It isn't the first time. We came in a couple times and were told that our dogs didn't have appts when we had emails confirming the appt. They do not deserve my business!

I scheduled a grooming for my cat online at the store in Johnstom, RI. I scheduled her for a bath which included a brush through and a sanitary trim among other things. I took the day off to bring her in and got all the way there and was told the woman who does the sanitary trim is not in. This was an IMMENSE waste of time for me because this is mainly what we wanted in addition to the bath. We rescheduled because I didn't want to stress my cat out by bringing her in on two days this week. It already stressed her out enough driving her all the way there. I now have to take ANOTHER day off to take her back. You need to fix your system online and specify these details if you are going to offer online scheduling.

I have a Newfoundland, so they told me they call me back to schedule an appointment for grooming and when they could fit her in. Then all sudden I get a phone call where am I at for my appointment, nobody ever called me back with the appointment. So I waited 6 months later I tried them again I set up an appointment for Tuesday at April 3rd, 7 a.m. on my day off. They told me my appointment was April 2nd. Which it never was, nobody called. I showed up on the 3rd as planned they told me the girl Lindsay wasn't even there that day who is the only one that does my dog

We purchased a guinea pig from PetSmart for my daughter as a reward for getting 1st place at a competition. The day she brought him home we saw bald patches behind his ears and on his chin but just thought his buddies at the pet store had nibbled on him or something. Three weeks later we notice a weird rash on my daughters chest but thought maybe it was an allergic reaction. A week later, when the rash on my daughter was worse we find out it's ringworm and after more closely looking at the bald spots on her New Guinea pig discover those spots are ringworm. Call PerSmart and they say to bring him in, we can return him, they will treat him, and then we can come back and repurchase our Guinean pig. Get into the store and are told it's past the 2 week period and they can do nothing. So they sold us a pet with a contagious fungus (that the other guinea pigs in their store probably also have), only give you 2 weeks to figure that out ( which we only figured out after it infected our daughter and ringworm can take weeks to show up). Now we have to take the guinea pig to an exotic animal veterinarian (because Banfield inside PetSmart does not see exotic pets even though they sell them). This on top of the treatment for the ringworm on my daughter. Unacceptable. They sold us a sick pet with a contagious fungus that spread to my daughter and refuse to remedy the issue. I will never shop at another PetSmart.

I am a long term customer of the grooming salon at your store in murfreesboro tn . I have threee dogs, two large size, both mutts and two of the friendlyist ever and one small one also very friendly and i have been very satisfied with the service i get from this salon however i called there this week (03/26/2018)to set an appointment to get the large dogs a bath and nails clipped and was told (and not very nicely ) that the new company policy is that for the breed of these two mutts they are risky and i will be required to stay at the petsmart store for 1-2 hours while they groomed these dogs, what ? i am handicapped and they thoughts of hanging out at petsmart for two hours makes me sick, are ya'll crazy or what ? maybe you should build a waiting room like at the hospital for me to sit in ! no i have a better idea, i got all three a new groomer where i can drop them off like i used to do at petsmart . My dogs have never never even barked at anyone in that store. You call yourselve pet people, really . I will never shop at that store again. I am sure you will get plenty of complaints on this new policy, geez, it's a grooming salon for small pets now, what a bunch of whinners ! no prob, my new groomers love all dogs and don't discriminate .
Debra ransom
2567 crosspark dr
murfreesboro, tn 37129
[protected]

I own a Kennel and one of your employees insist on bashing me on social media. I can only imagine what her attitude is at work grooming dogs. I imagine that she may even harm the dogs that she doesn't like according to what she puts on line. Her name is Michaela Harris and she works in one of your Jacksonville FL stores. If this doesn't stop with her, I will start putting her information and that she works for you on line and her treatment of animals.

The Petsmart location in Boca, glades and 441 to be exact. The Team there is amazing no complaints about the employees or the store it's self. The employees are always very kind and helpful and the store is always in perfect condition. What is so consistently bad about this location is the store manager. Countless amounts of time I've seen Yadira (the store leader) be rude and belittle the employees. this woman is not only unkind to the employees in front of customers but talks down to customers as well. If there is a problem of any kind she is quick to place blame on someone else or wash her hands if the situation completely. I myself have overheard a situation in which Yadira refused to help translate for a customer saying "she doesn't get paid to do that" when she was the only one in the entire store who could. I wouldn't count on this woman to help me or let alone handle anything to do with my dog. I don't trust anyone who comes of as aggressive and unwelcoming as this manager in this store does.

Your branch PetSmart in Bluffton SC is horrible! I wish I would have read the online reviews before I let my Mom take her dog there to be groomed. They took 4 hours and left the dog half cut and in clear distress. They told my brother that "she wouldn't listen to commands." And to "not bring her back."
This dog is 17lbs. There's no way she's a threat. She loves people!
The online reviews on Facebook are horrific! I'm so sad my Mom's pup had to endure a store that's had dogs leave with broken legs! After returning home my Mom's dog went to sleep for the rest of the evening.
And after getting her back half cut we still had to pay $50 grooming fee. You guys need to look at the Bluffton SC PetSmart Facebook page and look what kind of reviews are being posted. I posted my Mom's experience and I shared on Yelp as well. I will continue to make sure people are aware of what kind of operation PetSmart is running.

Bluffton SC PetSmart
https://www.facebook.com/PetSmartBlufftonSC/

I was watching the groomer groom a little [censor] when the dog got off the table and got loose and I watched the groomer pick the dog up by the tail and pretty much swing him around not okay that is abuse! I complained to the manager but I fear that there is no disciplinary action taken and I wonder if I should report it to corporate or how I would go about doing that if that were my dog I would have been completely angry and out of control that was really bad.

I have been taking my Yorkie, Sonny to Petsmart since he was 4 weeks old. He will be 9 this November. On March 10, 2018 I drove Sonny to Petsmart at approx 9:00am, as I booked him in for day camp and the hotel weeks before. He was going to stay the night, as I had my daughters 1st Birthday party on March 10th. When I arrived, Sonny was excited, as he always is when going to Petsmart. When he gets excited, he tends to cough a little bit. An employee, Sara Caverly heard him coughing and asked why. I told her he does this when he gets excited. Sara then concluded she was not going to take him and denied my dog at Petsmart. She was worried about the influenza and assumed Sonny had it. My dog is as healthy as he was when he was 4 weeks old. I even spoke with Peter, the Manager and he claimed he could not overturn Sara's unqualified decision. Is she a vet? Out of all days to deny my dog staying at Petsmart, it had to be the day of my daughters first birthday. The end result was not pleasant.

I have had the most annoying experiences with the Petsmart on Culebra in San Antonio. I've had times where I've been overchaeged for services at grooming and recently she went in for a groom and against me asking cut her poodle puff off. They lack experience and attention to detail.

As of today, I contacted Bandfield because my little person has been on the dog plan since she was 8 weeks old, I've never been told that In the event of an emergency during business hours that I'll have to take her to an outside vet hospital. I've paid for the puppy plan for 9 years and I called today because my dog was groomed on Wednesday and she's been vomiting and using the restroom in the house. I contacted Bandfield and was told that the doctor available is booked and would reccommend another vet hospital. I'm paying monthly for a service that I'm clearly not getting.

I had an appointment at 12 noon at the Greenburgh location on 3/15/18 with my dog Sophie. I asked the groomer to give my dog a trim. She said she could not. I said then its okay to cut it. The young lady said it would be very short. I told her to check the record and see what length we have used before as I have brought Sophie to several Petsmart groomers for the better part of nine years. She informed me that they have used 7, but that it would be very short. I told her that was fine. She asked me two more times. I told her it was fine. I left and came back 3 hrs later.
My poor Sophie looks terrible! This is the worst grooming I have ever seen!
The haircut is not smooth and they trimmed her entire body and left her tail awkwardly fluffy. I grateful that she has no cuts or nicks.
After 9 years of loyal visits, I will not be returning to any Petsmart for grooming services. It is apparent that this young lady was inexperienced and should not be cutting hair unsupervised. With all of the horror stories going around about pups having medical issues because of grooming accidents, I am afraid that inadequate training supervision may be the norm.

I love taking my dog here to see Eugine for his monthly grooming. Awhile back my dog got a "bad report card" with his nail trimming. Since then I have made it a point to pay the extra $12 to get his nails grinded rather than cut because he had his quick cut, and this is why he nips when his nails are cut (verses grinding). No matter how curved the nail is grinding is always an option! Needless to say, another employee named Aspen (pictured) was using nail clippers on my dog when I went in to pick him up. My dog was crying, I said I could help, then I asked her to stop and use the grinder. She said "they are too curved and I have to do this first". Not true. Birds get their beaks and nails grinded, I paid the extra $12 for grinding, and no where is there a stipulation as to length for grinding. It is a matter of time consumption and focus to do this. Obviously she wanted to cut (literally) corners. Not only did she violently grab him and cut in front of me but she broke through three of his quicks. I demanded she stop and another employee came in to help Eugine finish the job by grinding. To make matters worse Aspen proceeds to whisper to Eugine that my dog has gotten a "bad report card before" in front of me! I wonder why? At the end of the day, do not let Aspen touch your beloved animal. Furthermore if your animal gets a "bad report card" due to nails - I would question the circumstances not your dog. Lastly, when you're paying an extra $12 to get your animals nails grinded not cut - make sure that is what is happening.

Update: No manager got back to me.in fact my dog was "banned" from returning for grooming and I found out bc my mother tried to book her dog who has a name similar to my dog. Lastly, they never did an incident report which I found out was suppose to be done immediately, and there is none on file. Wow! Holding the dog accountable for the abuse of a groomer. No managerial followup, and lacking ownership but totality - even refusing to give information on how to contact the GM or DM on this matter.

I have been purchasing Fish from my local Smyrna, TN Pet Smart for over 3 years, and many other locations prior to moving to Smyrna, TN. Until 3 weeks ago my experiences have been nothing but exceptional regarding the quality, care and appearance of the Aquatics Department.
Over the last three weeks I have been to the Smyrna, TN Pet Smart over 10 times. I purchased Fish and returned home only to find that they were infected with a condition called Ick, which I am aware is a risk with all fish and fry. However, upon returning to the Smyrna, TN Pet Smart I noticed that more and more fish were deceased in the aquariums. Some of these fish it was obvious that they passed away recently, while others it was more than obvious the fish had been deceased for a long period of time.
Some of the deceased fish were in a state of decay that only begins on day 2 once they have passed, others even longer. There were fish that were barely recognizable as fish due to parts of the deceased fish being consumed by other fish sharing the aquarium.
The aquariums were foggy, dirty and had a faint smell of rotten fish. I gave the benefit of doubt the first few times and considered staffing shortage or management change/restructure. However, this situation has not improved and is only getting worse.
On 3/7 I went to the store to purchase more fish after loosing 5 from due to the infected ones purchased from Pet Smart. I finally asked the associate why there were so many deceased fish and was told "that is just part of having fish, they die all day long. I try to clean them out once a day". Now, my first concern it that this associate is not very educated in fish, and then I was concerned that she was only "trying" to remove the deceased fish once a day. Is this Pet Smart policy?
Again, I do understand that Fish become stressed during transport and can become ill and this can happen more frequently in for commercial buyers. I purchased my fish and went home, still saddened that Pet Smart did not seem to care about the customer perceptions and impression or the health of the fish.
On 3/14 I experienced the same conditions when I had to go back to purchased additional medication for my two 60-gallon tanks and one 300 gallons. Needless to say, this has gotten very expensive due to the spreading of illness.
Then on 3/9 I went back to purchase new filters and to return 3 of the deceased guppies that I had just purchased the prior week. The young man working in the Aquatics Department was very helpful, while not very knowledgeable about Fish, he was honest and did not try to make things up. I appreciate that and will get his name this week and provide it with a follow up email so that he may be recognized for his service.
On this trip on 3/9 I was finally just overwhelmed with the condition of the tanks and fish and asked the Pet Smart employee why there had been so many deceased fish the last few weeks. The Pet Smart employee advised me that there was a problem with the filtration system in the back and that they people who were supposed to come to fix it that weekend had not shown up. This poor young man actually admitted that he was frustrated as well because customers complain, and he is not sure what to tell them anymore. He apologized several times on behalf of Pet Smart and assured me that it was going to be fixed he just didn't know when.

Here are my questions/complaints I would like to address to Pet Smart and receive a response on:
1- Why would the Pet Smart allow fish to be sold when it was known for over 3 weeks that a filtration issue was causing rapid spread of disease causing a large quantity of fish to die?
2- Why does Pet Smart allow deceased fish to remain in the tanks, visible to customers, for long periods of time?
3- Why does Pet Smart not quarantine obviously ill and dying fish? Some of the fish I saw were floating upside down and, on their sides, unable to right themselves and slowly dying. Others behaved the same way and had been attacked by other fish causing their bodies to have holes and wounds that only exasperated their condition.
I know that many people will say "it is just fish", but let me tell you, my 10-year-old son does not feel the same, and his fish is his best friend. When he saw these fish at Pet Smart he began to cry because he felt so bad that they were "in pain" or "hurting". When he asked me the above questions, in a 10-year-old vocabulary of course, as his mother I was hurt because I could not even come up with a quick wit response to justify or validate the conditions.
We have lost approximately 10 adult guppies, 3 juvenile guppies, 8 guppy fry and 1 Dalmatian molly and 2 black mollies as a result of Pet Smarts lack of adequate care of its aquatic department. Please investigate this issue, and please find a resolution or change in polies and expectations.
Thank you in advance,
Melissa and Dominick Iraggi
[protected]
[protected]@iraggialternator.com

I went in to get a algae eatter and a male guppie. The girl with the greenish blue hair kept asking me what size tank I would be putting the fish in. I told her this weekend it would be going into a 40 gallon tank this weekend. She said she would only sell me on fish at that time beacuse my tank wasn't big enough, her opinion. She refused to sell me the second fish due to the size of my tank at this time. She even said she would contact the manager and she as well would refuse to sell me the second fish. She told me to come back at a later date when I had a bigger tank. I told her that I would not be comming back to the store to purchase anything ever again. There were 5 customers waiting to be served and watched and heard the way she was talking to me. The girl was very rude, very inexperienced, no people skills, no knowledge of her job. I know many people who go there and that will stop as of tonight. I'm sure there's many other stores where I can purchase fish and shop for my animal needs without getting disrespected by some punk.
-Nick

I recently had my dog groomed at PetSmart. You did a lousy job/ MY dog was returned with matts and uncombed hair on the ears and backside. When I went to pick up the dog the groomer said that the back end was extremely curly. I used a comb and brush when I got home and quickly remedied the problem. When I looked close I found matts on her belly which was supposed to have been shaved. I live in a small community full of dogs and will spread the word. I already informed the vet I use and was assured that they would help spread the word about your grooming. I had the dog in for her annual visit this morning and the staff saw the lousy treatment my dog had received. I had discussed boarding her with you and grooming before I left her with you in October. The staff was interested in how I made out because many people ask them for recommendations. I will not keep quiet about how I was treated!

Today we took our dog Zoe, pitbull, to get her nails grinded at the Happy Valley and Lake Pleasant location. She is very vocal and likes to bark when she sees other dogs. The manager took it upon himself to call me AFTER we left and tell me they could no longer service her. She has never bitten a human or dog! We paid several hundred dollars for the training classes and spent alot of money there! Avery, dog trainer, even told the manager that she's not aggressive and that he's known her since she was a puppy. Because of this incident, I will not spend another dime at Petsmart and plan on telling everyone I know about this experience. This is pitbull discrimination at it's worst! Completely unacceptable. Petco will be out new pet store. You can thank your manager for that!

Good evening, my name is Daphne Champion.
I'm writing because I endured the worse experience with the adoption organization this past Saturday @ the PetSmart location in Rock Hill SC. I arrive before operation care because she was running behind. The litter I was interested in was the husky/German Shepard mix, which was 4 or 5 girls and 1 boy. I chose the only brown girl w/blue eyes I filled out my application when asked about previous animals I advised of a dog we used to have but wasn't able to get any info because we found out the dog was only in my grown daughter name and she was at her flag football practice and I wasn't able to get her on the phone. Understand that when people kept inquiring about the puppy I picked out and the info was placed on the application your representatives always advised them that she has already been chosen and adopted I was happy that I took pictures with her and even pictures of her in the cage posted to Facebook my new member of my family. I sat there in a chair watching her and waiting on a call from my daughter I waited an hour, I asked if I need to stay there or could I leave and go to the doctor office in person to see if they would release info on my daughter dog she had over 5yrs ago. They told me I could leave and not to worry, I went to Ebenezer animal doctor and again because she was only in my daughter name even though I was the one taking her dog to the doctor and to PetSmart for grooming they were not allowed to disclose info to me or to operation care. So I went home and my daughter called I advised her what was going on and she called Ebenezer right then, I called PetSmart talked to a young man that answered the phone told him what my call was regarding he placed me on hold 3 times making it seemed like he was talking to operation care associates advising that I was on the phone and that they could call Ebenezer. I waited another 30mins because they said they would call me since I didn't hear from them I went back up to PetSmart and my puppy was still there I got happy again she was sleeping waiting on me to be told they sold her to another family  my heart dropped/broken. I asked how and why when you told me I was the adopted parent they didn't tell me to leave a deposit or the $250 and when I asked if I need to stay there they said no. I was so disappointed and heartbroken I came back on Sunday and she was still there and was told the people that took her from me needed them to keep her overnight. The other parents that purchased her siblings we exchanged numbers to schedule play dates for them. I'm so disappointed in this experience this was my first time adopting and you all have probably ruin my desire to try again. I'm a retired lady on her mid 50's single home, fenced in. I love going for walks everyday was looking for a companion to enjoy retirement with. I pray no one else experience the pain I've endured with this.

Sincerely

Disappointed with the adoption process