PetSmart
Reviews and Complaints

My dog has stayed at Petsmart hotel since he was 10 weeksTexas & Colorado Springs. I have no idea why now for the second time my dog has come
home with a severe rash/irration on his testicles. It wasn't brought to my attention or anything. When I call back and speak to a manager it's always my dogs fault. My K9 is a healthy 6 year old German shepherd full of energy.

Hi I always go petsmart in belton mo 64012. everytime I go there the fish tanks are covered with algea and more dead fish are floating then live ones. when I ask when u clean ur tanks they say we working on it. a week later they still look the same. I hate afraid to get anything out. of The tanks. so I don't understand that when people complain why is nothing get done.

I recently applied to PetSmart and was asked in a questionnaire after the application process if I was 49 years or younger. The questionnaire included an aptitude test and then this questionnaire, which allowed me to opt out of race and gender questions but not the age-related question. I felt very uncomfortable and upset but went ahead and finished the questionnaire. I also sent an email of concern to the third party conducting the test and questionnaire, which referred me back to PetSmart to voice my complaint. I called PetSmart corporate and was told the questionnaire was for government purposes and they don't even see the questionnaire. However, the more I thought about it, the more uncomfortable I became. Though at the end of the application process there was a statement saying I could opt out of the questionnaire, that simply wasn't the case. It kept circling me back via an email through this third party, Infor Talent Science, stating that in order for PetSmart to receive the app I needed to complete the test and questionnaire. I have since filed a complaint with the Colorado Civil Rights Division and EEOC, which isn't anonymous and will probably destroy whatever chance I may have had working for PetSmart. But then again, if they do age discriminate, I wouldn't have been hired anyway. So at least I can feel good about officially lodging my complaint. If they do age discriminate, shame on them. Older folks are often much more reliable and show more wisdom in stressful situations. Age discrimination is difficult to prosecute. That's why everyone who feels they have been the target of this type of discrimination should make a complaint through official channels. We'll see what comes of it.

Petsmart employee refused to sell me a fish saying that I was putting my fish into too small a tank. Without letting me explain what I was doing so you lost a sale of a tank and a stand and a fish simultaneously because I was going to put my fish into a 10 gallon holding tank while I prepared a 55 gallon tank for it. Then when I told my wife that we had just go to the local pet store he announced that they were closed on Sunday. It really doesn't matter when that pet store is open or closed because they're not the one that just lost your $500 worth a sales

I went into the Levittown PetSmart today to pick up a few things and when I walked in I couldn’t help but notice a girl grooming a dog her behavior to the dog was completely inappropriate. I guess the dog wasn’t cooperating because she was cursing and throwing her hands in the air she grabbed the dog abruptly off the table and took him in the back. I have never taken my dog to that particular location to be groomed and I sure as hell will never do so. Her behavior was completely uncalled for. If I were the owners of that poor dog and saw the way she was handling him I would have this young lady fired! If anyone ever handled my dog that way I would not accept that, as customers we are paying for a service and trusting our pets to be in your care. That young lady needs to be fired pet smart should not hire anyone who does not have the proper patience and love for animals. I wish I knew her name but unfortunately I don’t know. Please do something to ensure this does not happen again.

On Friday September 22, 2017 my two dogs had a reservation to stay at the PetsHotel Boarding at the Rittenhouse location. My two dogs have stayed at a PetSmart before with no problem. When I called to make the reservation they pulled up my past paper work and very easily made my reservation. when i went to check my dogs in on Friday the 22nd the "manager" Courtney instantly gave me a lot of attitude and did not want my service. She was extremely rude and argued with me about my dogs shots being expired, but i handed her documentation to show that he received updated shots on Tuesday September 19th. After I pointed this out on the paperwork she then got more of an attitude and started talking about one of my dogs. She told me that since she believed my dog is a Pit mix he would be kept alone in a room away from his sibling and get play time alone. i understand this is a policy but my dog is a Mixed Breed with no specific breed as what he's mixed with. she then told me that PestSmart policy says that she can not take my word, she has to go based on what my Vet says. I again showed her the paper work from my Vet that shows my dog is only a mixed breed. My dog have never been specified as a Pit or mixed with any Pit. This lady refused to listen, and just because she thought he looked like a Pit. She had no documentation to prove it, she was going to leave my dog isolated. She completely discriminated against my dog because of what she wanted to believe he was. in my past experience there wasn't a problem with my dogs breed, but this rude lady refused my service for no reason. i was forced to cancel my trip because i had no where to leave my dog. this lady was rude and discriminated against my dog from the moment i walked in. it is wrong that someone so rude can be a manager of a Hotel where people are supposed to trust the caregivers their leaving their dogs with.

I have added a pictured of his updated shots that are good until 2020 and the fact that he is a Mixed Breed.

On September 23, 2017 around 12:30pm we went to this store for the pet adoption event that was being held. My children were very eager to also look around the store and see the dogs being groomed. At that time, there were about 6-7 dogs on tables each being handled by individual groomers.

One groomer in particular named "Lindsay" was visibly angry at a dog (not frustrated, angry). The dog looked like a lassie dog and wasn't trying to bite, but was nervous only when she would try and use the hair buzzer around his paws. Yes we all know that dogs paws are extra sensitive, meaning wouldn't she be extra aware of that went she went to use the clippers? Nope. She pushed on. The dog would try and pull his body away & was very nervous. He couldn't really move because of the harness so it wasn't a matter of him falling off the table...he just made her job a little more time consuming.

Having large dogs who don't like their nails clipped or hair trimmed, I understand that it makes it more difficult, but there was NO patience in this woman.

She yanked each of the dogs paws and legs very hard and yelled at the dog multiple times. Other employees in the room would glance over but never say anything. Her anger was apparent as another employee went over to try and reassure the dog while she buzzed and clipped. She was not gentle when she clipped. This was not a matter of of being firm, this was a matter of her not being qualified to groom an animal. I had to move my kids away from the groom n' view window because I wouldn't let them continue to ask why that lady was being "rough" with the dog.

I would never bring my animal to this facility for fear that she might be the one to groom my nervous pet. If others saw, I'm guessing they would have thought the same thing and if it was my dog I would be going ballistic for having paid for someone to treat my animal that way.

After reading all these complaints from around the country we all need to fight together. Our animals are our family. I booked my original reservation for the Pet Hotel located in Secaucus, NJ from July 21-29. When I dropped buddy off on the 21st, his health was intact (I have records). He was joyful, full of life and most importantly healthy. I called daily to check up on my boy and the staff said he was having a difficult time adjusting however that he was eating and using the bathroom. On Monday the 24th, before I was leaving the country I called once again. The staff again assured me that he was doing well. After hanging up, I didn't feel at ease therefore I called my mother immediately, which was listed as his emergency contact and asked her to pick him up earlier on the 27th. When she picked him up she couldn't understand what had happened, he could barely walk, her exact words were "he was walking as if he was drunk”, frail, and lethargic. She asked the staff member and she said “he's a senior”, that is no excuse as he never walked like that. When I landed back in the states on the 28th, I turned my phone on and had a voicemail from a staff member from the 25th, which was one day after I had called to check in. The voicemail stated that there was no urgency but that they were worried about Buddy. The million-dollar question here is why would that woman call me and not the emergency contact? I arrived the morning of the 29th; I could not believe my eyes, what had happened to my little guy? If there were concerns, which there were (hence the vm) why didn't they call the emergency contact or bring him to the in-house veterinary. I rushed Buddy to a local vet at 9am, they immediately referred me to the nearest animal hospital as he was in kidney failure (had lost almost 3lbs). He was hospitalized from the 29th-31st. I contacted his vet, and he told me to bring him immediately. I had him transferred there for a few days under IV treatment. After 3 days, on the 3rd, we brought him home with medications and at home IV treatment. Unfortunately, Buddy never recovered and his last couple weeks were up and down. He fought a strong, good fight but ultimately passed on the 24th.
I hope and pray that no other pet parent that boards a pet at your facility has to go through what I went through.

Your manager Elizabeth simonton was touching another employee inappropriately
And was observed kissing the other employee in an aisle . The other employee was rob Zadora and this store is Wilkes barre pa
I don't appreciate coming into your store and witnessing a manager and another worker acting childish at work while I'm getting food for my pets !
I approached both employees and asked for their full names! I won't be shopping at your store anymore as I feel uncomfortable!

On Tuesday the 12th I made an appointment for the 16th at 630 to have my puppy groomed. Today is 9/16/2017, I had an appointment for my puppy at 6:30 pm with Makayla, I called back to confirm my appointment and asked them if they had an earlier appointment and they said let me check. So I was put on hold for a few minutes they then gave me an appointment for 5 and then said just a minute and ask an other employee a question if the groomer had enough time and said they didn't so they left the appointment for 6:30. On the day of I got another phone call and they left a message since I was not available. I got the message at 4:45 and called right back and said I can come in right now and was (put on hold again for about 3 minutes while I was getting ready to leave A S A P. Amy got on the phone and said they changed my appointment for 5 pm and put another appointment in that place and never notified me except to say if I could come in at 6 they would take me. But then Amy said they would have never made an appointment for 6:30. I said sorry but it was for 6:30 and again she repeated to me but we would have not made an appointment for 6:30. So I said look whether you would have not made an appointment for that time is was made for that time because I tried to get an earlier appointment but they couldn't give me one because the groomer didn't have enough time to finish her other appointment so I kept 6:30. After telling her I didn't make up the time or lie about it she said I didn't say you were lying. Sorry but she did in so many words. Then she said would you like me to reschedule the appointment. I said I would call you back. They just lost a customer not only as a groomer appointment but it will be the last time I will buy my animals food, treats, bones their. I don't need to be treated like that and I am going to find some place else. Bad service

Do not ever take your pet there for grooming or the pet hotel for boarding or day care. I have had 3 different issues with them, first one was my other dog went to get groomed and when I picked him up and was walking around the store I noticed blood on the floor. The groomer clipped his nail too close to the quick, never was told that had happen.
2nd issue with them, was in march of this year, took my new puppy to them for boarding for 6 days. When I picked him up he was hacking a lot at home. Took him to my vet and was told he had kennel cough. Called petsmart hotel in woodinville, wa and got the run around. Was told he did not get it from there, and he got in someplace else. No way, he has never been around other dogs, at my house or anywhere. Then called the 4th time and a girl told me I was the second one to call about a pet getting kennel cough from them.
Third, took him to dog day care, when I picked him up, I was told he had fell of the dog ramp toy in the play room. They did not take him to their vets office in the store at all. I was told by the guy, keep an eye on him and if anything comes up about an injury they would pay the vet bill.
Today 9/15/17 talked to a man at the hotel and was giving the run around again. I told him what had happened again and I wanted my money back for my vet bill. He told me since I did not take him to their vet, that he will not refund my money for vet bill.
I also called customer service and got the run around. Was told that they would file an complaint and they would give me a gift card in the amount I spent at my vet.
In no way do I want a gift card for their store or company, I will never take any pet to them again for anything and will not shop on line or in store at that company.

First of all I have nothing against PetSmart. In fact my daughter worked at 2 different PetSmarts while she attended college and enjoyed it. I dropped off my cat Smokey on September 1, 2017 at the Fairless Hills, PA PetSmart hotel for a long term boarding of 10 days. We had boarded her there a few years ago for a 3 or 4 day boarding and had no problems. This time when I picked Smokey up around noon on September 10, 2017 I didn't realize there was a problem until I returned home (15 min drive) as they gave her back to me in the pet carrier. The staff raved about Smokey told me she did fine and that she was a great cat. As soon as I took Smokey out of the carrier I knew there was a problem. She was very thin, lethargic, stumbling when walking, and kept falling down. Her fur was dull and came out in clumps. She would not eat or drink or use the litter box. I thought maybe she was stressed from being boarded for so long so I waited several hours to see if she improved before calling the Pet Hotel to see what happened to her. She did not improve. When I called, I spoke to the Pet Hotel manager named "Suzie". She was very defensive and said there was nothing wrong with Smokey when they put her in the carrier. When I insisted there was something wrong with her, Suzie said I could take her to a vet and bring her the bills and she would submit them to "corporate". That statement led me to believe that Suzie DID know there was something wrong with Smokey. So I told her that is what I would do. It was Sunday and our vet was closed until Monday morning. Well there are no vet bills to submit because Smokey died that night. I do not want to speak to Suzie again as I am very angry that this happened. There is no way Suzie or any of the other staff could NOT have known something was wrong with Smokey. Her condition did not suddenly appear. Your advertisements state that there is a vet on call. I cannot understand why the vet was not called. Smokey is 15 years old and maybe it was her time to pass on, but I am so upset about the condition she was returned to me in after staying at PetSmart. My guess is that she stopped eating since she was so weak when I picked her up. Her report card stated that there were "leftovers" regarding her feeding. I should have questioned that. My tiny 5 lb cat had a healthy appetite and there should not have been leftovers when she only gets a 3oz can of wet food per day and dry food available all the time. I sincerely hope and pray that you will take some type of action to make sure this does not happen to another pet family. Perhaps more training for staff to recognize symptoms of illness in cats. I can understand that illness could be missed if they spend alot of time sleeping. Regardless, I am heartbroken over the loss of my Smokey and so mad at myself that I trusted a chain store like PetSmart to take care of my pet instead of boarding her with a vet.

I scheduled a 6 week training class on 7-24-17 for my 8 month old pup because I was mainly interested in the loose leash training. My class was to start on 8-23-17 but it was cancelled and rescheduled for 8-30-17 and one more time it was cancelled and rescheduled for 9-06-17. I then received a phone call stating the class for 8-30-17 was back on again. I was very understanding because I realize stuff happens and I was just looking forward to the training classes to begin. There were 3 dogs no bigger than a loaf of bread and my beagle who was quite a bit bigger. So being a dog he was curious and was barking at the other dogs so I left class walked him around a bit to calm him down and came back to class but he started barking again as soon as he spotted the other dogs so we finished watching the training class from the outside in. Being a trainer she should have offered some advice or maybe even taken the dog and introduced him to the other dogs in class. This was her last night training so maybe her heart just wasn't into it. Then she informed us that our next class would be with another trainer that they were borrowing from another store. When we got home that nite I was frustrated and stressed with how the training was handled needless to say how stressed out my dog was. What a disappointment this whole experience with Petsmart was for me and my dog Max. We never returned for the next class and don't plan on finishing the training course. It's an absolute shame on the service we received or should I say didn't receive. I have been a loyal customer for over 18 years and this is the first time I have been dissatisfied with Petsmart. I am an easy going person and usually just go with the flow but not with this and I feel I deserve a total refund of $119.00. This was just a brief explanation of what Max and myself experienced that night.
Thank you for your time
Kim owens

This poor little blond cutie was helping us today and her manager screamed, what are you doing as she was helping us! So rude and un professional that why would u hire a managerial person of this callaber sick! I would never act in such a manner. I also would think that you would teach your staff a little code of ethics.. and how one must treat another in the present of a customer as a manager no less as I'm shaking my head in disgust and disappointment.. embarrassment for little blond girl she must felt. I of course hope that this is a learning tool and a disbelieving behavior to myself and others that were around.. Sincerely Davis, Star

I took my dog (Behr) to the Woodinville PetSmart store yesterday for day care, dropped him off about 8 am. Around 2:30 that same day I returned to pick him up.
It took a while for them to bring him back out to me. But then the guy that brought him back, stated that "just a while ago while Behr was in the play room he had a tumble off the ramp/block" He stated that if there is anything that is wrong with him, that PetSmart would pay for it. And to keep an eye on him.
Uneceptable, there is a Banfield Vet Clinic in the store. WHY DID THE NOT TAKE HIM OVER THERE TO GET CHECKED OUT! I have to wait till next tuesday for my Vet to check him out. This is the second issue that has happened when I left Behr at the Hotel.
First one was in March 2017 when I picked him up. He was not acting right and hacking a lot, took him to my Vet (North Creek Animal Hospital). He caught Kennel Cough and he had to be put on medication. Yes the store did payed the Bill after a long drawn out fight. I was told that he could of got it from outside someplace, NOT at that time he was never around any other dog or no dog came into my yard.
I am very dissatisfied with that store and company. I WILL NEVER TAKE HIM BACK THERE AGAIN AND NEVER PURCHASE ANYTHING IN THE STORE OR ON LINE.
ITS A JOKE THAT THIS KEEPS HAPPENING WITH THAT STORE AND I AM NOT THE ONLY ONE THAT HAS BAD SERVICE. Years ago I had another dog (MING) and took him to the grooming area. After I picked him up from the Grooming area, we walked around the store. We were in the toy section and I just happened to look down on the floor. There was blood on the floor with his paw print.
I the looked and noticed one of his nails was bleeding, a person from the store was in the isle and said sorry, when I told her what has happened. The Grooming area should of told me that they cut too close to the quick, NO NOT ONE THING FROM THEM OR THE OTHER PERSON. AND HE WAS NICKED TOO WHEN BEING GROOMED TOO AND NOTHING WAS TOLD TO ME.

I work at the 0775 location and our salon manager Kathy is making it very hard for us groomers. Our salon has become a very stressful drama atmosphere. She has favoritism like one of her old colleagues that started working with us not to long ago and treats her like a princess and ignores the rest of us. She doesn't help out at all and disappears to work on the "schedule" for 3 hours when we're struggling in the salon. We can't ask our store manager for help because Kathy knows she can get away with anything and get what she wants. So I am asking you guys for help. Please help us save our salon and put a end to this drama stressful situation that Kathy has created.

Petsmart store # 303, Gainesville, FL, 9/7/17, 4:30pm:

Had my dog bathed at the grooming salon and while waiting on my dog, witnessed groomer mishandling another dog on the grooming table. Other groomer nearby was talking to me and ignoring the other groomer's behavior. Continued to speak over the cries of the dog. Dog was falling off the table and struggling to get free from the table collar. Groomer was filing the dog's nails and the dog was screaming out in pain/fear. Groomer would not give dog a moment to calm down and then asked the dog, "Did you bite your tongue?"
I was in shock and after I composed myself and proceeded to pay the cashier out front, I told the cashier what was going on in full view of everyone. I had to mention it twice, as it seemed she was trying to change the subject. She said, "I'll let them know." Complete disregard by the groomer for the dog's safety and welfare.. I did not get the groomer's name, as her back was turned. I did ask the store number, so I could submit a complaint. I am sure someone would be able to identify the particular groomer committing this cruel behavior by who was on duty during this time.

Sale T-3106 C-[protected]/101
West Jordan Utah location
7654 South Campus View Drive
[protected]

Receipt #[protected] [protected]
Time of Purchase 7:56PM
Sept. 6th 2017

To whom it may concern,

I would like to document a formal complaint against the rude, unprofessional cashier at this location. Perhaps she could use additional training on customer interactions as I noticed her lack of professionalism and abrupt tone and rude language during my purchase of pet supplies. This employee at this evening hour is not working well with the public and may be better suited for work that does not include customer relations.

Thank you for your time and consideration
Further questions please feel free to call me at :[protected]
Laura Cano

I went to pick up an item that was ordered on line and pick up at Milford Petsmart, I cashier was very rude, while she was ringing me out and Gentleman maybe a manager heard our conversation came up and was very nice and showed me more of the items I was asking about, I went with him and he was very helpful but he saw how rude she was and made things better.. Wont go back there!

I placed an online order yesterday at 5:00 pm more or less. At 7:15 pm I went to the Guaynabo, Puerto Rico -San Patricio store to pick up my order, and my order have not been received in their system yet. The Manager told me that the System is very slow due to the lot of specials and it is possible that I have to wait more than one additional day. If it is true, I think the company have a big problem with the system and with the customer service. My dogs have food for today only. I cannot cancel my order because Pay Pal take 2 or 3 days to return my money. For your reference my order number is [protected].
Awaiting for your response,
Virginia Pérez [protected]