PetSmart
Reviews and Complaints

Pet Smart sells a dog crate that has "Kong" name all over the box but it's not a Kong crate. See below comment from Kong and I quote from their email:

"We have licensed our brand name to Petsmart recently on a variety of products that fall out of our normal toy and treat lines. Kong has worked with PetSmart to develop these products. While these products are marketed under the kong brand, PetSmart has retained the direct contacts with the manufacturers. Because of these contacts PetSmart would be better equipped to handle your questions with the specific products.

However, even though PetSmart will be helping you with your comment directly, we continually review comments such as yours on our own as well as with Petsmart to improve these products. Although we work hard to have all products under the kong brand meet our high standards, we know from time to time that may not happen. For that reason we very much appreciate your feedback which allows us to continually work at improving all products that carry our name. Thank you for taking the time to contact us.

Thank you
Pam Clift
Consumer Relations"

I have a special talent. When I was 8 I found out that I could talk to snakes. When I was 14 I could have a good conversation with a snake. This language is called parcaltougue.

I went into your store today and you had snakes in your store. I talked to it and found out it was from Brazil and that it planned to escape, and kill people. I told your manager that and he did not believe me. I feel like he was discriminating against me because I smelled of cheep booze.

They packaged my order of 1 gallon of Get Serious pet cleaner very poorly. It was placed in a box too large with absolutely no cushioning and no tape around the mouth/top of the container to prevent leaking. When the UPS man brought it to the door, it apparently tipped over inside the box. I saw it gushing out of the sealed box. It ruined the other items inside. They did refund my purchase after I let them know about the incident, but I would have appreciated an apology for the inconvenience since it was their poor packaging that caused the problem. It appears that they take their customers' business for granted. Although I have been a loyal customer for several years, I will probably not be shopping there anymore in the future.

We brought our dog to Banfield Vet, Petsmart, for a routine teeth cleaning. The Dr called to recommend 9 teeth be extracted, otherwise Ginger would have severe future health problems. After surgery, pain meds and antibiotics were administered for pain, but Ginger still was not eating or drinking and had began coughing/choking. 2 days later, we took her in to be evaluated, an xray was taken and more pills were given, they said they would call with results in a few days. 4 days after surgery, the coughing and not eating or drinking became so severe, we took her to a Vet Hospital. They took their own xrays and kept Ginger under close monitoring for 5 hours, the result is a torn trachea from the tubing inserted into the dogs throat during surgery to keep the animal from choking, ensuring the air passage is clear. We have been charged for all the services, even the re-visit during distress. throughout all of this, none of the Drs called to check in on her, nor were they sympathetic upon further evaluation of her condition.
We have been ignored by the corporate office and the local store for 4 months. Well, not ignored... if we call and ask what is the status of our request for reimbursement for botched-services, they tell us to come in to review to case... I am sure today, when we go to review the case and files, we will be told that our comments and review will be sent back to corporate for review and evaluation. AND AROUND WE GO! Meanwhile, Ginger is unable to swallow due to extensive scar tissue, cannot drink water with out choking. She may also need reconstructive surgery to her throat and neck bones.

I took my dog for the second time to get her groomed, well the first was nail trim. So when I called they said they lost her record. Then I brought her in they were rude and passive aggressive. My dog is protective of me so she was bark but not biting. I left they said it'll take a couple of hours. They called back 15 mins later and said they cant do it but they'll try one more time. I told them that's your job as groomers to handle dogs biting? I told them to stop and I'll pick her up and they said she's going to charge me! I told her no I'm not paying you anything. You shaved my dog and one leg and now she doesn't look good. Why would I pay you for that! Petsmart grooming service on oracle rd in tucson az are stupid #.

I had my dog Max stay at the hotel off of bunkerhill and I-10 in houston, tx and the managers nick and rob were very rude. Not to mention my dog smelled like piss when they brought him out to me. They were also very rude to they’re associates. My friends always said this was a great place but I will never go there again and I will never recommend them to anyone. Something has to be done about this place. Also my dog didnt even look like he was having fun in daycamp. The associate in there looked like he wanted to kill himself.

I tried the PetSmart Pet Hotels for the second time. The first boarding was for an emergency two-night visit. My normal vet that has boarding is closed on Sunday and I was going out of town. When we returned to pick-up our treasured Yorkie, he performed a "full pee" in the Pet hotel lobby. I asked when was the last time he urinated. They said he was simply happy to see us. Happy to see us is a sprinkle not an emptying his bladder. We paid and left. He urinated three times and pooped twice in the parking lot outside the store! I vowed not to take him back to the Raleigh, NC location again!

I had another emergency trip out of town this weekend and chose a PetSmart Pet hotel near my destination. Thinking that it was the local pet hotel that I had issues and that I would try their Alexandria, VA location. Same thing occurred! At pick-up he performed a "full pee" in the Pet hotel lobby. I asked when was the last time he was taken to use the bathroom and they said he was happy to see us. It was "Deja vu" all over again! He urinated twice and pooped in the parking lot outside the store! Not to mention ridiculous hold times on the phone when calling to check on him and letting them know what time I would be picking-up. To boot, I am concerned that he may have picked-up some bacteria of sorts that is presenting like a UTI. The dogs eliminate in a "elimination room". Based on my overall experience with both Pet hotels, there is no telling what kind of condition the facility is in with germs abound, if they are not answering phones, not walking the dogs, mistreating the dogs, etc. I WILL NEVER USE THEIR SERVICES AGAIN!

Purchase fish at petsmart, all of the fish I purchased died within less then two weeks. I was in the store Pet-smart in West Palm Beach, and saw many fish sick and dead in the tanks. Rats and other animals look very sick and have many health issues, they do not care about the health of their animals. I will not buy any fish there again. I feel very sad how their animals are being treated, and want to let people know. Watch! YouTube: Pet-smart Cruelty, and you will see the truth behind this big corporation.

Every time I enter the store with my dog, we buy a treat, and train around the store (Meet and greets). I cannot describe how horrible the manager at the champaign, il store is. Utterly incompetent, mean, and unfriendly. I was merely conversing with an associate, and the manager calls the associate over and begins to scold them for talking when they should be working.
It also came to my attention that I was being disruptive and was loitering. Is this not a pet-friendly store? Am I not purchasing things? To anyone that lives in the champaign area or goes to that store — don't. Lisa (The manager, as I found out), is nothing short of despicable.

I have been a customer of the PetSmart in Lake Zurich for many years but mostly to purchase cat products. Recently I purchased a ShiPoo ([censored]zu-Poodle) and started using their grooming services. Our dog has long hair and even when brushed every other day she can required a lot of care. Today a PetSmart groomer wanted to shave my dog because she felt the dog was too matted to wash and comb.in Illinois it's 90° outside and the last thing my dog needs is a sunburn on virgin skin. When I said that's silly and mentioned that if they gave me a comb I would show her she was easy to comb through they said no it was against their policy because I may hurt my own dog and blame them. I asked to see their grooming manager and the store manager was brought in instead. She had no power and claimed that she did not know the policies of the grooming department. After some convincing I was aloud to use a comb but was told it didn't matter if I could comb the dog they, the groomers, didn't feel comfortable doing it. This is a grooming department right? To top it off they had my dog listed as a Havaneese and when I asked them to make the correction in their system they claimed it would cost me three dollars to do so. Why should I pay for their mistake? I took my dog right to PetCo where I was treated with respect and shown how a mat removing comb could be used to take care of the problem with out the need to shave her as PetSmart said was the only alternative. PetCo was great. PetSmart needs to hire a better staff who show more respect to people spending money in their stores.

Don't take your dog to be groomed at the petsmart in silver spring. I took my cocker spaniel to be groomed at the petsmart in silver spring on plum orchard drive last week. When I went to pick him up they said they weren't done but I had to take him home because "he's too worked up." by the time I got him to the car he could hardly breath and started throwing up white foamy liquid. I tried to take him home but he kept throwing up and couldn't breath well. I rushed to the nearest animal hospital. His gums and tongue were blue and he had a temperature of 106. They rushed him into an oxygen cage at 100% oxygen with ice bags all around him to try to cool him down. They did an x-ray and found water in his lungs. The doctor told me "if he doesn't get better in the next 6 hours, he'll never get better. He's got a 50/50 chance." they put catheters in both his arms and all total they gave him 8 different medicines. He did improve enough for me to bring him home, but 8 hours later I had to take him back. More medicine and more tests. I did get to take him home, but he was lethargic and his breathing was labored. I took him to his regular vet the next day. They did another x-ray and said there's a small improvement but there's still water in his lungs. He's now on steroids for two weeks, antibiotics for 10 days, lasix to help get rid of fluids and he's nowhere near recovered. He's not allowed to go on walks, get hot or overly excited. I don't worry about the last one because he has no energy and just lays on the floor all the time. He has another doctor visit tomorrow and they will keep checking him regularly to see if he's progressing. This is an outrageous example of gross incompetence. My doctors said either my dog went under and they didn't notice or they sprayed water directly in his face. I beg you not to take your dog to petsmart. I plan on taking legal action. It has cost my dog a great deal of pain, cost me $1600 so far, and it should never have happened. This was preventable!

I took my dachshund to Petsmart to get her nails clipped, now my dog is a very nervous dog and does not like it when strangers suddenly grab her. I trusted petsmart because I have gone there before and I THOUGHT they were professionals. The lady grabbed my dog from the front and my dog accidentally bit her. They called me back in, and I apologized for what happened. I was going to take her home when the manager said that she will have to report the situation to animal control. my dog has all of her vaccinations and they checked with the vet before this happened and were clear that she had all her shots. Animal Control came the next day and took my dog and quarantined her for 10 days. She has ALL HER SHOTS. I understand it is the law, but petsmart should put a warning sign or something that says we are not responsible if anything happens or a warning that they will call animal control, and to think twice. The girl even admitted she picked her up wrong! If they are such professionals why don't they put thick gloves on or even put a muzzle on dogs it will be much safer. But petsmart probably just wants money, which is the reason why there is no signs, and no warning from the workers. If my dog is scared to death, is not the same, or gets a disease from being in a cage at Animal Control Petsmart will hear from me, and definitely the girl who did not know what she was doing will hear from me also. From all the complaints I see I do not know why that irresponsible store is even in business. Just because it is not YOUR PET does not mean they can handle it anyway they want.

I was moving so I decided to put my 2 yr old miniature schnauzer in day camp so she would not get in the way. When I dropped her off I informed the Petsmart employee who checked her in that I did not want my dog to be in the play area with any big dogs. I told her I knew that they suppossedly separated the dogs by temperment and not by size and I again specified that I did not want my dog in with any big dogs even if my dog needed to be taken out of the play area. The Petsmart employee assured me that my dog would be kept with only small dogs and that the large dogs would be kept separated.

When I arrived to pick up my dog there were several dogs in the play area and my dog was just sitting and not playing. I noticed that there was at least one other big dog in the area. When my dog saw me through the glass she became excited and jumped on the glass. The Petsmart employee at the counter then instructed the employee who was in with the dogs to bring my dog out. The employee who was in the area was a teenage girl and just stared and didnt attempt to get my dog, so the other employee repeated the request to bing my dog as the other dogs were begining to react to my dog's excitement. The young girl in the area still did not attempt to pick up my dog and bring her out.

The next thing I see is the big dog grabbing my dog by the throat and attacking her. The employee in the area did absolutely nothing. The two other employees at the counter yelled for the employee to do something and she again just stood there. I hit the glass and tried to get in the room but the door was locked. Finally the two employees at the counter ran in and took action to get the other dog to release my dogs neck.

I demanded that my dog be taken immediately to the Banfield clinic where she was examined while the store manager informed me that he would speak to the employee at the day camp and ensure that she was properly trained so that this incident did not happen in the future. No further suggestions were made. My request to separate my dog was ignored and the Petsmart had an employee overseeing the dogs who was obviously not trained or capable to handle the camp area. My dog was checked by the vet who released her saying she was fine. However when I got home I touched her neck and she screamed. I called the vet and was then informed that she had also done this while in the vet's office. Only then was I tol to watch her to see if her condition worsened and to bing her back if necessary. This matter has not been resolved, but I wanted to make other pet owners aware of the negligence on behalf of Petsmart. I will never take my dog there again.

I visited the PetSmart in Tumwater, Washington a few weeks ago and was shocked at the condition of the animals. There were countless dead fish in most of the tanks that had been there for a while. The poor cats had little or no food or fresh water and their littler boxes were filthy. I brought this up to the manager and she blew me. She stated that she was very busy and would get around to it when she had time. I walked back over to the fish area and noticed a father explaining to his small son that the reason the fish were on the bottom of the tank was because they were dead. The boy asked his father if anyone who worked there cared and the father replied "I guess not". The boy started crying and became unconsolable and they had to leave the store. I went back a few days later and saw the exact same conditions as before. I guess the father is right... nobody cares. I am taking my business else where where the employees do care about the health of the animals. I will never go back there again!