PetSmart
Reviews and Complaints

I asked my husband to go pick up one of the free 5 lb bags of dog food using your freebie coupon. I didn't think he would have time and I was in town so I went and got it myself. He did not know this so he went and picked one up and gave them my phone number for my pet perks card. The manager came over and YELLED at my husband and made him feel very little calling him a THIEF in front of the entire store with all the customers standing in line watching and listening. The manager said this coupon has already been used on that card and it is set up that way so THIEVES LIKE YOU WON'T STEAL FROM US! and then THREW the coupon at my husband. He said he had never been so humiliated in his life and had never been treated that way ESPECIALLY by a manager that did what he did IN FRONT of all the other customers in order to deliberately humiliate him by calling him a thief. I'm sorry that I did not call him and tell him that I had already picked up the dog food, but NOTHING, I mean NOTHING gives anyone, especially a MANAGER the right to treat someone (a customer) that way!

I took my dog to be groomed on 8-20-17 at PetSmart in Maplewood MN. My dog is very sweet and loving but is also very timid and nervous. This is not the 1st time she has been there. The 1st time I was not happy with the grooming, but the 2nd time they did a great job. This was the 3rd and last time she will get groomed at PetSmart. When I went to pick her up, I could hear this dog barking continually. I asked if that was my dog and was told yes. My dog very rarely barks at all. It took the groomer at least 20 minutes after I arrived to have her brought out. She did this on purpose, while my dog continued to bark. When she told another staff member to bring her out, she was frantic and could barely be contained. She is a miniature schnauzer and weighs all of 14 pounds. The groomer was condescending and rude. My dog looked awful, the hair was so short in places you could see her skin. Her right ear was bleeding. The groomer said she had scabs in her ears and that's what the bleeding was from, but I do think she cut her while grooming her ears. She continued to be frantic for the rest of the day, pacing and going in circles, she would not eat or drink until the evening of the next day. I brought her to the Vet the next day to have her checked out and luckily everything checked out OK. God only knows what went on while she was being groomed and I will never bring her back there or recommend it to others.

We recently had the need to board our DSH cat. She is an indoor cat and pampered all her life. First visit was three days and was told she was unhappy but she made it through. More recently, August 14 through August 15 when we picked her up we were told our cat was no longer welcomed at Petsmart. Really? I am sure she hissed, no doubt as she was terrified. The woman (did not get her name), asked if I would get her from the cage. Ok, no problem.
When I picked up the cat to transfer her to a carrier this woman actually took two steps back. She was terrified! Petsmart can not handle unhappy pets! How pathetic. They hiss they will get get banned. Many many cats hiss, but petsmart can't deal with it. I can't imagine how many pets this woman kicks out over her own fear.. This woman would be better suited to work at build a bear, those animals would be more her style.

Many other pet places to go for boarding and pet supplies are everywhere.

Good bye and good riddance Petsmart.

I received the worst customer service at Petsmart in Killeen, Texas at the grooming saloon. I spoke to an associate about the mistake they made by shaving my dog after I took him for a simple grooming, nail trim and teeth brushed. This was after I waited over 2 months for my dog hair to grow back. The associate was very defensive and made excuses but not once did she take ownership of the error on their part and how to rectify that even when I offered solutions to keep the mistake from happening again.
Secondly I spoke to a lady by the name of Elly, who claimed to be the CEO of the company. To my surprise she was present during the entire encounter and did absolutely nothing to resolve the issue or intervene while the associate was disrespectful to me infront of my teenage son. I did verbalized by anger and dissatisfaction with having to pay for a grooming I was unhappy about and the fact that they completely shaved a perfectly fine dog. Initially she offered to remove the grooming fee of $50.00 but when I got to the register she retracted her offer saying she never said that. She proceeded by getting disrespectful and making threats stating I was refusing to pay for services rendered and it would be on my credit. She also boosted about being the CEO of the company therefore nothing would happen to her and she offers excellent customer service. This is the worst customer service experience I've ever had and I hope Petsmart can rectify this. I took my dog to Petsmart expecting the best customer service and I'm puzzled by the level of disrespect and horrible customer service.

I've been trying to get fancy rats from this Petsmart for a very long time. The first time I asked about the rats, they said they'd get a new shipment in on Tuesday and that they put them out on Friday. I called Wednesday to see if they had any and they said they got one on Tuesday and sold it that day. I've continued to call almost every week to see if they've been getting rats in and I repeatedly get told that they haven't gotten any in. They aren't making any effort to get any and it's becoming a real nuisance.

My name is Matthew Wallace and I have never filed a complaint until now. The reason being is because the customer service with every employee Me and my best friend came across was rude, disrespectful, and one was even inappropriate. I am signed up with PetSmart rewards, my email address is [protected]@gmail.com. I was using the 3 coupons for the free dog food offer of Wellness, Simply Nourish, and Nutro brands. I was having a hard time finding them and asked an employee, I didn't get her name but she was tall with short black hair. Her demeanor was very uptight and annoyed that I had asked for help. She explained the way the coupons work however, she wasn't friendly and made my friend uncomfortable. I decided to take note of the employee's around the store and how they interacted with the customers. After getting the three bags of dog food I went to the register waiting in line, the cashier (Chloe) asked out of nowhere "if we had any of our old dog food left?" I was very confused by this question and replied with confusion in my voice "no." She could see I was confused and said rudely "I'm just trying to save your dog from getting the craps." This was inappropriate and slightly shocking. We have changed dog food many times and have never had a problem with our dogs bathroom habits. Not to mention I believe she was under the influence of marijuana or some other sedative. After getting through that uncomfortable situation Chloe couldn't figure out the coupon transaction, finally she got a manager. The first managers name was Brenda, from the moment Brenda walked up she was giving my best friend dirty looks, being very snarky and rude with her answers. After everything we had experienced so far this was just ridiculous and uncalled for. It turns out Brenda knows my friend from somewhere else and doesn't like her. This is unacceptable and should not be tolerated by any employer. Personal life should never interfere with professional life. By this time I was ready to walk out but I wanted the free dog food. I asked for another manager and got another rude person who was Asian with long black hair. I do not know her name but like the other two employees I couldn't believe how disrespectful they were. Chloe and the Asian manager completely ignored me and my questions, sat there chit chatting while customers are waiting and taking forever to make the transaction. I finally got my dog food and left with my best friend. I will tell you this, NEVER AGAIN will I go to that PetSmart. I was so appalled by this experience I filed my first complaint. I hope you take this seriously and at the least go and check it out for yourself. The store this took place at was 3850 W. River Rd, Tucson AZ, 85743.

Early in 2017, my wife and I asked Petsmart customer service about the terms and conditions of opting out of our plan before the full year, to which the customer service technician/supervisor Becca (360989) told us "canceling your plan now would only mean you wouldn't get your comprehensive exam."
Now my wife and I agreed to keep the plan until our little caviler (Dexter) got his comprehensive exam.

My wife and I get the comprehensive exam before our plans revolution and call to cancel our plan. The customer service representative Becca (360989) did not cancel our plan and allowed us to think we had canceled our plan. At 1650 on 071417 we receive a voice mail stating that we needed to do something else in order to cancel the plan but my wife and myself were working and could not respond in time. Come the next day, I am back in a year long agreement with a company and service that is sub par. Becca (360989) was probably the WORST customer service specialist I have ever talked to. She made my wife cry from the stress and I am continually infuriated when I have to pay Petsmart just to keep it off my credit report.

I can't tell you enough how I will be looking into every and all avenues to rectify the situation and make things right.

All-in-all, it's not the money, it's the fact that these people can hide their nefarious money hungry motives behind their placid passion to heal sick animals at a discounted price by hiring an enterprise of under-qualified personnel.

Hello, my name Shelly Nolan and I recently visited my local PetSmart on Monday August 7, 2017 at 11:00 am. I noticed a juvenile Leopard Gecko that is very malnourished, very lethargic, and skin and bones. There were 2 other larger Leopard geckos in the same cage as the juvenile. The cage was barley big enough for one adult Leopard Gecko. A 10 gallon aquarium is the perfect size for one adult Leopard Gecko. The tank that they had the 3 Leopard geckos in was about a 5 gallon tank. There were small crickets in the cage but the crickets weren't dusted in calcium or vitamin D3. I asked the animal manager that was working at the time, "There is a leopard gecko that looks to be very skinny." She then replied, "Yeah, it came in like that." She didn't give much feedback about it and it seemed that she wasn't worried about the animal. The desirable resolution to this complaint would be to hire knowledgeable employees that care about the animals health and well being, also separate the adults from the juveniles/hatchlings as the adults will eat all of the food; using proper husbandry and accommodations for the animals will help. I wanted to bring these conditions to your attention so that the proper course of action can be taken to correct the inhumane conditions that these animals have to endure. Thank you for your time and your help in this matter.

Shelly Nolan

Your store manager with the pink hair has got to be the unfriendliest manager Never speaks never smiles.
I have been patronizing the Spring Hill, FL PetSmart for a year now. Even brought back a cart that was out of the shopping center. She never said a word to me
The cashier came out, helped me get cart out of my car and did thank me while the manager just stood there looking down at the ground

I believe your manager could benefit from customer service training

Patricia Kirkpatrick

I had use the hotel before with different group of workers my dogs stay there for one or two days they can home happy and I got good service even recib report how my dogs have done.
On 7/6/2017 use the hotel to care for my dogs until 7/21/17 while I travel, first the girl on the from desk was very unprofessional and none customer service oriented, l left my dogs there because it was to late to have another arrangement. On 7/21/ at 11am I call to informed them the I was in my way and I got inform the one of my dog was trowing up bile I ordered to take him to the vet next door the vet give me not concret reason why my dog was sick I got him home the night I did not sleep my dog was so sick and trowing up blood I took him to the his vet as emergency he was severely dihadrated mean they did not give any water to my dogs in very hot days the other one did not eat for two day Petsmart employ fid not had any explanations to me even the recib of what I paid was giving to me I spended $962 dollars in vet bill
IF you love you pet don't leave then at the place my dog was admited for two days with iv I am very upset about that seen the they don't care.
Mejia

On a recent visit to Petsmart, where I made purchases of over $250, I was given a great deal of hassle about coupons that I had to use towards my purchases. After going round and round about it several times, where I stated I had never had a problem using the coupons at Petsmart before, I asked for a manager to be called over and they of course told the cashier to allow them. The cashier was so disrespectful about this, she refused to load my purchases back into my cart when she finished, and simply turned her back on me so I had to do it myself. Before I left, I realized I had forgotten two bags of food, for which I also had coupons, so I had to go back in and get those. Again, greeted with the same disrespectful cashier who did not want to let me use my coupons, so we had to go thru the whole mess again. Same as before, when she gave me my change and receipt, she turned her back on me and refused to put the purchases into bags or back into my cart, and left them on her back table. So once again I had to reach over to get them and load them back into my cart myself. I can't believe the service and disrespect that was allowed to take place, and she was not reprimanded for this whatsoever!

Good morning,
To whomever it may concern I recently purchased 2 big bags of simply nourish dog food at a location near my home in Waddell, Az. When I got home I poured both bags into my food containers that are sealed and keep moisture and bugs out (also sold at your stores.) As I poured the food I noticed some white stuff on a few pieces of kibble that looked like paper towel pieces (now realizing that it was probably mold). It was on so few pieces that I paid no mind to it at the time. Well today as I opened the containers to feed my dogs I noticed that a ton of the kibble was now covered in this white stuff and there are little brown worms crawling everywhere in it! I was wondering why my dogs were having loose stool and now I know! I immediately tossed all of the food (about 100lbs worth) into the trash. No now I am out 100lbs of food but also the price tag that came with each bag. Needless to say I am extremely disappointed that this happened. I have been buying this food for 5 years or so with no issues. I would advise that you check the other foods from your stores of this brand because who knows what else was sent home with someone with worms in it.
Thank you for your time, Tina.

This complaint is in reference to the inexcusable and blatant poor care of hermit crabs at store number 0376. Nearly every time that I enter this location, there are multiple dead and/or dying crabs that are in the poorest conditions that I had ever seen. I am an avid hermit crab enthusiast and a veterinarian, so I know how hermit crabs need to be treated for them to survive. They require specific needs with respect to heat, humidity, salt and fresh water, and adequate diet. Few if any of these needs are provided at this store, hence the reason why so many are dying. If Petsmart cannot provide the minimum care to keep this species alive, why do they keep purchasing more only to let them die?

You refuse to stock the same type of chinchilla food. The last three times I went to get food it was a different brand every time. Chinchillas need the same brand of food otherwise they get sick. My chinchilla got vary sick the last time I was forced to change the brand because you continue to switch it. My 5yo chinchilla died yesterday, the vet said it was caused by a constant change in its diet. You are responsible. I will never shop at your stores ever again. I will go on social media and tell everyone who will listen that petsmart killed my pet.

James Behiels.
[protected]@gmail.com

July 14, 2017 1130 AM/ 2430 Walnut St. Cary, NC 27518

I brought my dog in for grooming as I have done several times before.
tofu has been getting groomed his whole 5 years of his life. We have never had a problem with grooming. He was brought in in his normal happy go lucky mood. As soon as I walked in I could hear the Lead groomer training several of the groomers. The groomer for Tofu was Pei Ti C. She was kind but seemed a little lost and confused. The lead assured me she was not new to grooming just learning the computer part of it. I trusted her. All I asked for was a normal trim for him. Pei ti kept asking for more detail the lead came over with another dog like him and I said cut him just like that dog. I got a call 4 hrs later they couldn't cut his face because he was pant drooling and very very stressed. The lead asked if he has had trouble before I let her know never. I came in to get Tofu She immediately blamed my dog and that he needed to be sedated at a vet or trazadone before coming back. She is out of her mind. What happened was the groomer scared my dog by hurting him in some way. The lead said he was trying to crawl into her lap. He was scared. Of course he wouldn't trust her anymore. She was inexperienced. They should have been honest about the groomer being new. I could have made my own choice if I was ok with it. He came home with long pieces of hair on his back and behind. I really don't appreciate being told he needs sedation. It was the groomer not the dog. Very dishonest, lack of integrity, unprofessional. I wont return to Petsmart for grooming or shopping. I don't want to support a company with employees like that.

A butcher ruined my miniature schnauzer's hair, shaved her face including eye lashes, beard, and hair on her ears. We specifically asked the "groomer/butcher" to leave her ears alone, because we were going for the pom-pom hair style.

This is unacceptable.

Before and after photo's attached. There is good reason why Petsmart has horrible reviews. Simply terrible, I recommend immediate training. My dog's eyelashes are gone and her hair does not make sense.

My 11 year old Labrador dog had a grooming appointment on July 4th, 2017 at the Petsmart location in Westminster, Maryland.
We just wanted her hair shortened, her toenails cut and a bath. She was not even there an hour, got the call to pick her up. The groomer cut her toenail too short which made it bleed, we noticed that she must not have removed her collar because my dog had a perfect ring around her neck cut right down to her skin. My dog limped for days because of her sore paw.

My dog was brought home, she went downstairs where she stayed for the rest of the day, would not eat.

I called the store, talked with the assistant manager, he said he would relay my concern onto his manager as soon as he got back from vacation the next week. I have not heard anything from anyone. I am not one to complain but this grooming and this lack of concern warrants my complaint. Never again will I step foot in any Petsmart store.

After reading other reviews it seems my complaint must be common!
I bought two very young guinea pigs about a week ago. They have been sneezing non stop. Now they're rattling and congested. I'm going to take them both to see a vet today since I suspect its a URI. I hope they both make it since we've already bonded with them and my daughter adores them. Not happy with how they handle their animals and I probably won't purchase from them again. They sell sick animals (due to their sloppiness of care) and then you get landed with vet bills right away. They better reimburse me since I paid $60 for the 2 and now have to pay for medical care. Ugh!

I had my dogs teeth cleaned April 22nd... when I got him home I noticed his teeth did not look very clean at all. I am a dental hygienist so I probably notice more then others would. I called and asked to talk to vet and was told she would call me back... however she never did. I just took him in July 6th for an injury to his paw... he was there all day and another vet looked at him. I was told she noted plaque/tartar/gum issues? Hello... how could this be in a little over 2 months? Oh... thats right it is because a crap job was done in the first place. If they are going to put an animal under they should at least do a good job for what it costs and the health risks. My client ID is #SRG08HD... I paid in full for a year care plan and it seems like his care every time we take him has not been great... I feel like we are stuck because our plan does not expire until October... so I would like to take him elsewhere but have already paid over $600 for this plan... what can be done

Hi I took my dog to Petsmart in southlake Saturday Jun 24th for grooming appoitment at 10am, when I picked him up he was as usual tired and hungry. That night was a nightmare the poor dog (Shi Tzu) was in so much pain we couldnt sleep. Looking at the doggie in detail, I notice he had razor burns and a cut close to his bottom, unfortunately this was not the first time, it happened before at the Roanoke Store and once in Southlake, both times I ended up with the poor baby in Bandfield paying more money and most importnattly with the poor doogie hurting and in pain. I lose work days since I hace to take care of him. I just cant see him in pain. This time around the Store Manager is taking care of the Bandfield bill, but for how things are coming today Is the third time I have to take him to the Vet. Injuries are swollen, red and he just barks and cries, and hesnt sleeping. I beleive this is something Petsmart has seen in the past, since inmidiatelly The NUrse called the manager. Is unaceptable to have this happen. And doing my reseach it has been worst up to death in other stores, people sue the COmpanie, Im thinking I should consider to grant this stops. Dont take your dogs there.