PetSmart
Reviews and Complaints

I have been a loyal Petsmart customer for years. I'm in their stores in Northboro, Ma. And Sarasota, Fl. regularly spending in excess of $200 per month for grooming services, food and accessories.

Last Friday I lost my wife after a battle with cancer. Since our dogs were such an important part of her life I wanted them to attend the funeral. I called the Northboro store to see if they could groom the dogs prior to the funeral on Monday and explained the situation to the manager. The response was... sorry we are booked and can't help.

I want to "thank" Petsmart for their compassion and understanding (sarcasm). As a result of my experience, I will never buy another thing from Petsmart. By the way, I called a local groomer, explained my situation and they accommodated my need the next day.

I just want to express my sadness for the way some Petsmart employees who work in the Aquatics Dept do not care about the survival of the fish they bagged just so the customer is out of their way.

I was at the Atlantic Ave, Brooklyn store on a Saturday afternoon, there was no employee in sight in the whole dept for at least 10 minutes. I had to ask some other employee passing by to get someone from the Aquatics dept to help me. I wanted to get 6 neon tetras and asked for the larger ones and not the micro baby ones. All she did was to randomly scope out 6. After I expressed that at least 4 of them were too small, she asked me whether I wanted her to change them and that since there were a lot of them in the tank, it would be difficult to pick out the larger ones. Geez whiz, I’m sorry to give her work to do, I thought she was employed there to help customers. Yes, it is not easy to get the larger ones, but she didn’t even try and all it took was some patience. I would pick them myself if they let me but since they don’t, she had to do it grudgingly. I asked for 2 more ghost shrimps and she put them all in one small bag (the significance of this will be revealed later). I waited for about 10 minutes to check out since there seems to be always some problems with checkout at this store. By the time I got home, it was about 65 minutes from the time she bagged the fish.

Right away, one fish was floating belly up in the bag. Okay, I thought, one or two casualties I can live with. Then I put the bag in the water in my tank to equalize the temperature. It was a nice warm day, about mid 80’s so the temperature was not a problem. Within 15 minutes, 3 more died. I had no choice by that time but to move the survivors immediately to the tank. Another one died within an hour. So, of the 6 fish, 5 died; 4 didn’t even touch my tank water. I was livid. I called the store and the manager told me that they probably died from asphyxiation because they couldn’t survive in the bag for more than an hour (that’s the first I heard that, I always thought they could survive at least 2 hours), plus there might be too many fish in the bag. The aggravating thing is that he made it sounded like I should have known about the time limit as if that’s common knowledge. I questioned him why, instead of expecting the customer to predict possible travel problems, not be proactive by adding compressed oxygen (which this store doesn’t have) to make sure the fish would survive or maybe use a bigger bag with more air or divvy up the 6 fish and 2 shrimps. If I had known, I would have insisted they use 3 bags.

Yes, they have a policy for fish return but they should make sure live fish don’t die from careless handling to begin with. Plus, I just don’t have the time to go there with the dead fish to show them, it is big hassle during work days and all because of their utter disregard for their live stock.

PetSmart promotes 15% Off discounts for certain days and does not have the product on the shelf. Example would be Iams Cat Food 16lb bag, $23.99 regular price reduced to $22.99 sale price. Try to find any bags of this product at any surrounding PetSmarts...until the 15% Off ends. Not friendly, no greeting or real interested in helping other than telling you its out of stock. I've switched to Walmart and Pet Supplies Plus.

Honestly, if I had a family member like tony soprano I wouldn't waste a minute to make a phone call. July 3026, my loving sweet miniature schnauzer named mitzi of 11 years, perfect health, very fit became very ill after given a bath at petstupid. When I picked her up after the "grooming session" she was coughing up water, that night she dropped to the floor spread eagle. I rushed her to the veterinarian and was told that she had water in her lungs!
I would love to give that groomer a grooming session just like the one she gave my little mitzi!
My little sweetheart went into heart failure and died just one month after the horrid grooming session. Don't go to petstupid!

The groomers at the Warner Robins ga Petsmart are too busy talking to one another about their everyday life events instead of focusing on the dogs. I took my Morkie right at opening time to have her hair trimmed and toenails filed down. I didn't mind the 4 hour wait but I also told them that I had to be at work at 3pm... so I dropped her off at 9 am... went back at 1:00 pm and they haven't even started on her and told me it wouldn't take but 30 minutes. So while she was finally being groomed the girl kept telling her to stop whining. She is just a puppy still...6 months old. I will NEVER GO BACK. I can tolerate the time it takes them to groom my dog but not yelling at her. Just saying.

I have been using Petsmart several time to groom my two dog's hair. Mary use to cut their and make sure I understood what was going to be done. My dogs smelled when I dropped them off. When I picked them up I noticed my male dogs face was uneven. My female dogs tail was missing the puff ball as the male dog had. The eyes still had the brown eyes drainage that poodles get. The ear still were grimy and dirty feeling like before. The hair on the ears were un evenly cut and was done as if the cutter was just trying to give the "it was cut look". If there was an issue I should have been told or explained why my sweet dogs were stinking up my newly clean car with the same odor which they went to get taken care of in the first place. The dogs had clipping of hair filing the car as they took turns shaking the fur. So it was obvious that the dogs were not bathe after their hair cut. I am not happy with the service provided this visit. The company really lost a good groomer "Mary".

The store issued a coupon for Purina products when I purchased a 3.5 LB bag of cat food. When I tried to use the coupon for another 3.5 pound bag of the same cat food, the cashier said we would need the manager to approve it... The manager vehemently recited the fine print stating the coupon was good for 10 LB bags or larger... He went on to say that I was given the coupon in error (Petsmart's).. His attitude and thirst to exert his authority was off putting enough for me to decide it was not worth it.
What hits a nerve is the fine print said the coupon was also good for cat litter, which I would have been glad to buy.
The managers mouthy behavior may have been motivated by our audience (an attractive cashier), in any regard Petsmart should avoid permitting this guy to interact with customers.

PetSmart located on Lake Worth Blvd., Fort Worth. Nasty, Unprofessional, Rude! As a retired and previous dog groomer, I was absolutely disgusted at this place. On Saturday at 5 pm., I took my son’s Australian Shepherd and Great Pyrenees to be groomed (groomed) not scalped. When I walked in the Australian Shepherd was still on the table being worked on, I did not even recognize her. When they brought out the Great Pyrenees, I almost fainted. Both dogs had been scalped and were barely recognizable. What little hair was left was totally uneven and patches of hair missing.

Worst case was I decided to check the one dog and noticed blood where there were raw areas/abrasions from razor burns. Under her front arms and back legs she had a rash that was obviously due to razor burns, and one of her nipples was bleeding as well along with other abrasions.

After I had paid close to $200.00 I decided to bring this to the attention of the Manager on Duty. She was absolutely rude, hostile and had the bloody nerve to tell me not to return, as though I would! I then demanded a full refund - which I got. The two young girls who were in the grooming area; one attempted to tell me that the bleeding was normal. Yes, normal to her, an inexperienced belligerent know-it-all smart mouth wanna-bee Veterinarian.

Since my experience at this PetSmart, I decided to research and read posted comments on this particular place. I was astounded to read the many many negative and questionable complaints about this PetSmart and plan on submitting a formal complaint to the head office and any licensing/regulatory departments. It’s not about the money, it’s about the non-caring and condescending attitude of the staff - and cruelty to ones pet.

I would NOT recommend this PetSmart.

I have been loyal PetSmart customer for several years and never had any issues. I ordered 2 bags of dog food and paid over $100. I made an order online, because I was ill and could not make it to the store. I explained the situation and they promised my order would be delivered on Friday. Last Friday I went to the store and was told that they never received things I ordered. After three days of waiting I still don't have my order. Sorry, PetSmart, you just lost a customer. I'll never order anything again from this company.

Late Jan. 2016 I took my dog in for a routine 6-8 week hair cut. I do his nails, ears and anal glands myself but don't yet cut his hair. I have a schnauzer who I've been bringing to a different Petsmart but this one was closer so I thought I'd give them a shot. I even do a brush out before dropping off to make sure he's free of any tangles. I explain what I want done during drop off and tell them the nail are already at the quick so don't cut them. I don't want any add ons just my routine standard schnauzer cut. 2 1/2 hours later (normal time) I get the all to come get him, at first glance everything looks fine so I tip, pay then leave. When I get home I notice I was charged 10.00 more then normal and his hair is chopping, they cut his eye lashes and they are uneven (I said not to) as well as something is stuck in his fur. Looking closer I discover they've cut and quicked 3 of his nails! I return to the store (they have a 100% satisfied guarantee or money back) and the salon manager was beyond rude, talking over me, and was ready with a mean attitude. I went in being nice, I work customer service, I understand things happen but I'm not paying for a poor service. The store manager told me the most they could do was 10% off without charging me the proper amount to begin with! I've called corrupt and they told me it's up to the store. Will not be going back.

I was at the Petsmart in Turnersville, NJ earlier today. I was taken back at how disrespectful the manager Kristal had been to an employee who asked for her help. After being snarky to the employee she told the employee to call someone else for help. Another customer was taken back by this as well. It is not the first time I've witnessed her speaking to employees harshly. I don't understand how she became a manager. Her behavior should be looked into by corporate.

Hi, I visited the Hamilton Ohio location of PetSmart and I was horrified at the habitat for an Aquatic Mississippi Map Turtle. These turtles require at least 55 gallons of water... they are aquatic turtles, not box turtles or tortoises. I have my own aquatic turtles and I am very educated on the needs of these turtles. This location had a Mississippi Map turtle in a tank that is usually for tortoises and he had less than an inch of water. The poor little guy I was so sad for him. He looked so pitiful.in my experience, any PetSmart location I have been to, I have seen many of the exotic animals not receiving the proper habitat or care. Please Please Please require your employees to research the care of these animals so while waiting to be sold, they are staying healthy and happy. This is so cruel. I found that most employees don't have a clue about any exotic pets, including guinea pigs, lizards etc. Please hire knowledgable employees or at least require them to learn the proper care for these animals. I hope something is done about this... I will be following up as I go to this store quite often.

I purchased several items online from PetSmart and opted for in store pickup. When I arrived at the store to pick up the products, the store manager told that items I ordered were out of stock. Well, thing like that sometimes happen, so I wasn't very upset. I went back home and browsed their website. Then I made another order online, but selected a different store that had those items in stock. When I arrived the same thing happened, no items available. The information on their website is false, they never update it. I just wasted my precious time! Called their customer support service and they just said how sorry they are. They also promised to fix the site. I was told they'll contact me when my items will be available. But they never called me, even when products I wanted were delivered to the stores.