PetSmart
Reviews and Complaints

It took us a whole year to decide whether or not to get another cat after our beloved feline of 15 years crossed the rainbow bridge. Finally, on July 12th, 2019, we decided to visit our local PetSmart to check out the adoption kittens and cats. We found one that seemed purr-fect for us and decided to adopt her. She was slightly over a year old and stole our hearts right away. However, before leaving, I asked for ALL her medical records and was told that what they gave me was all they had. She originally came from a rescue in TN and then was moved to one in VA before being put up for adoption at PetSmart.

Our new furry friend quickly became a beloved member of our family, but we noticed that she seemed to sneeze a lot and would become out of breath after only a few minutes of playtime. We took her to our vet for a wellness check and found out that she has a grade 2/3 heart murmur. The vet recommended a cardiac echo, which can cost anywhere between $400 to $700. Depending on what they find, she may require heart medication for the rest of her life. We have no idea what her quality of life may be or how long she may live. This news has devastated us, especially since we are on a fixed income and this will put a great burden on us. However, we will do everything possible to give her the best life possible.

Our vet told us that with the grade of murmur she has, it would have been picked up months before our adoption and her vet visit. Is that why there were no medical records for us to have? In all probability, YES. Our vet's office also informed us that one of their staff members had called PetSmart to warn them about the vet they are using in VA, as she is less than "competent". We were also advised NOT to adopt any more pets from PetSmart.

Well, Richmond, VA PetSmart, Fredericksburg, VA vet and rescue, you took our money - let's just hope you haven't taken our hearts and that our beloved "CAMI" lives a long life with us. We will never patronize your stores again.

I gotta say, I'm a big fan of Petsmart's website and their stores. The store I went to was huge and super clean, and everything was easy to find. But, I gotta be real with y'all, there are some issues with the website that represent the retail stores.

Let's talk about the fish. If you're like me and you love tropical fish, you'll be disappointed to find out that none of the beautiful fish they have on the website are available for purchase online. Nope, they're all "in store only." So, you call up your local store to see if they have the fish you want, and most of the time they do. But, there's a catch. The stores don't have to honor the advertised price. Sneaky, right? The prices you see online are only for the "products" available online, even though they don't actually sell fish online. It's a bit of a loophole, if you ask me.

Now, let's say you go to your local store to buy the fish you saw online. I've been to a few different stores, and only one of them actually honored the online price. The others either didn't have the fish I wanted or refused to give me a rain check for it. I even had one manager tell me they never sold the fish I wanted in the first place, which I think is a load of baloney. I think they just didn't want to give me the sale price because it was so much lower than their regular price.

All that being said, I still think Petsmart is a decent store. I'd give it a 3 out of 5 stars. The website is great, but the fish situation is a bit of a letdown. If you're looking for other pet supplies, though, you'll probably be pretty happy with what they have to offer.

I recently tried out PetSmart's online shopping service to purchase a few items, including Tidy Cat litter, during their 2017 Black Friday sale. I was hoping to avoid the holiday traffic by ordering online and picking up in-store later. The website clearly indicated that this was possible, so I went ahead and placed my order. However, my experience turned out to be a complete waste of time.

After receiving a confirmation email for my order, I expected to receive another email when my order was ready for pickup. However, it's now Monday and I still haven't received that email. I understand that there may have been some delay due to the holiday weekend, but what I didn't expect was an email saying that my order had been cancelled "due to availability". This was extremely frustrating, especially since the store carries the same size container of Tidy Cat litter year-round.

I decided to call customer service to see if there was anything they could do to fulfill my order. Unfortunately, the individual I spoke with was not very helpful. All they could tell me was that my order had been cancelled and that I wouldn't be charged for the cat litter. When I asked why they couldn't honor the order when the next shipment came in, the customer service representative simply apologized and asked if I had any other questions. This was extremely poor customer service, and I was left feeling disappointed and frustrated.

If PetSmart had posted something like "limited to in-store availability", I would have gone to the store and made my purchase at that time. Alternatively, if they had notified me that they had run out of Tidy Cat litter at that location but would fulfill my order when they received their next shipment, or offered a substitute at the same price, I would have been much happier with the outcome.

Overall, I have been making the majority of my pet purchases from Chewy.com instead of PetSmart because of their excellent customer service. Unfortunately, PetSmart has recently purchased Chewy.com, so I am concerned that their customer service may go down as well. I hope that PetSmart will take steps to improve their online shopping experience and customer service in the future.

I recently moved to the area and wanted to get my 5lb yorkiepoo groomed. I called Petsmart to get some pricing information and was disappointed with the lady I spoke with. She didn't seem to know much about the pricing and was short with me. At first, she quoted me $42 for the grooming, but when she tried to input the information, she said the system wouldn't allow her to put in "Yorkiepoo". She then told me it would be $64 instead, which was frustrating. She also said that if I wanted to watch the grooming, it would be an additional $15. I was originally told that I couldn't watch, but then she changed her story. I was so frustrated with her that I hung up.

I decided to try to book the grooming online myself, but I found out that "Yorkiepoo" was definitely an option. However, the lady had already created my dog's profile under my name, so I couldn't change anything. I called the store back and asked to speak to a manager. I was still frustrated, and I think I used some language that the manager didn't appreciate. He said he would help me, but he didn't want to hear any more bad language. I was surprised that he was so offended by what I said, but I decided to let it go.

The manager put me on hold to try to help me, but I decided to hang up. I don't want to give my business to a store that doesn't appreciate me as a customer. I'll take my hard-earned money and my precious dog somewhere else. I'll also look for a different store to buy my dog food for my four dogs. Petsmart will lose all my business.

I went to Petsmart yesterday to get my dog groomed. We've been going to this location for almost three years now and have always had a good experience. However, yesterday was a different story. When I got a call that my dog was ready to be picked up, I rushed over to the location. But when I got there and told them which dog I was there to pick up, they informed me that someone else had already picked up my dog. I was shocked and terrified. I'm the only one authorized to pick up my dog, so I couldn't understand how someone else could have taken her.

The groomers didn't seem to know what had happened or who had taken my dog. They were unwilling to call other pet parents to see if they had accidentally taken my dog. I was getting more and more distressed, and it wasn't until the manager offered to check the security cameras that I started to feel like someone was taking this seriously.

It turns out that my dog had been accidentally picked up by another pet parent whose dog was still at the grooming salon. The groomers brushed off the situation and said "oops," but I was not satisfied. My dog is a registered emotional support animal, and if she had not been returned, it would have caused catastrophic damage to my personal life. This situation was traumatic for both me and my dog.

When my dog was finally returned to me, she was under a lot of duress. She had been taken by complete strangers, and I'm not sure she'll do well being dropped off at the groomers anymore. I'm going to call the corporate office to let them know about this situation and to make sure they're aware of this location's negligence and lack of care for my dog. We will not be shopping at Petsmart anymore. We expect those who provide services to our pets to follow guidelines, practices, and procedures. This situation was completely unacceptable.

I gotta tell ya, I had a pretty rough time at this PetSmart joint. I was all set to get my pooch groomed by Angie, one of the groomers listed on their website, for a dog show I was taking him to. But then I got a call saying I needed to bring in vaccination papers 48 hours before the appointment. No biggie, right? But when I got there, the manager, Victoria, started talking smack about Angie, calling her an old woman who couldn't cut a dog's hair to my liking. She said she'd squeeze me in that day at 1:30 and work on my pup herself.

So I come back at 1:30, looking for Victoria, and I meet Angie, who asks if she can help me. I tell her I need to talk to Victoria about bringing in my dog, Elijah, for grooming. And then Victoria comes out and starts acting all different, saying she can't groom my dog because he's "grossly matted." I ask her where she sees mats, and she points out one tiny tangle on his right leg. She says she'll have to shave him down to look like a chihuahua just because of that one little tangle. I mean, come on! My dog's beard didn't even have any mats in it! I showed her a picture of my pup to prove my point, but she still didn't want to groom him.

Honestly, I was pretty ticked off at this point. It's just not cool for a manager to talk to a customer like that. And I've heard some horror stories about this place, like how they cut pets' ears so bad they start bleeding. So I took my dog to the vet to get a second opinion, and they said there were no mats on him except for a few tangles, which aren't even considered mats.

So, yeah, I wouldn't recommend this PetSmart location to anyone looking to get their pet groomed. Victoria's attitude was totally unprofessional, and I don't want anyone else to have to deal with that kind of nonsense. But hey, maybe you'll have a better experience than I did. Who knows?

So, I got these two female Guinea pigs from Petsmart in Morrisville NC in August for my daughter. They told me that they only sell females and don't have males in their store. I believed them, but one of the GPs started putting on a lot of weight around her belly area. I thought she was just greedy because we had two females. But a couple of months later, my daughter said she was worried because the GP was really big, and she felt movement in her belly area. We immediately went to the closest Petsmart because the vet offices were closed. The person at the store said she was definitely pregnant, and the other GP was a boy. I called the Petsmart location we adopted the GPs from and spoke to Chase. He was rude and defensive, saying we had 14 days, and they wouldn't have sold us a male GP. But we were told we were adopting two FEMALE GPs and now have a male and female. We can only keep one of them because two is more than enough for our family. Chase was so rude and defensive, and it was their mistake. They didn't check to make sure they had girls, but told us they had checked. He continued to be rude and defensive, so I asked for his name and got off the phone. The women at the other location that we took the GPs to be checked were so nice and even said to keep them updated on how the mom's doing. She wasn't a vet and didn't give medical advice, but she was at least kind and showed some empathy with our situation. I will NEVER adopt another pet from Petsmart. I can't trust that they will be honest about their pets or honor what they say. Everyone makes mistakes, but when you do, don't mistreat the customer if you're in the wrong, own up to it. I can accept a mistake, but I can't accept being treated like crap. His behavior was unprofessional and unacceptable.

Very sad that we shop quite often at your store and we went in on Saturday afternoon to get some fish and one young guy working we told we wanted a male and female of a certain fish and he said he didn't know the difference and the older guy working ignored us at first and walked past and when the young guy told him we wanted a male and female the older guy stated "I don't know the difference either". Really need to educate your people on the product for sale in their department they are working. We ended up just getting one fish.

I shop for my pet dog for food, treats, toys and a rain jacket. None of these have to do with what my gender is. Nor does it have to do with his. I have never heard of a dog having his penis removed and replaced by a vagina. And males dogs will hump other males. And some adults will dress their dogs in reverse gender clothing. If any adult wants to make that choice for themselves so be it. If someone wants to love and marry a person of their same gender so be it. Yes, most Americans say live your life and enjoy a good one. BUT don't tell me that your company loves everyone. You don't and should not. I assume you appreciate that people shop at your stores. Love is for our relatives and friends. And don't tell me if I buy a rainbow something I will get extra treat points. Do you do that for Asians, Mexicans, Italians, Elderly, Military, Graduates, ETC ETC. Offer a special discount across the store if you want.

I came here because I was in a rush and got little feeder fish and feed my caiman and the next day he is rolled over in his tank spent so much money on her if this isn’t resolved I will be takeing it to court this is the second time I have had to deal with this I bought a snake and I have feed him with your frozen mouse and he was dead the next day you guys need to get a different supplier this is going to get worse and will bee a lot worst if not solved

Called the store 5/3/2023 at 5:42 pm asking if the salon was open for me to bring in my dog to have his nails cut and filed. She said yes, that they weren’t too busy.

I travelled 25 minutes from Ephrata PA to Lancaster PA store to find out the salon groomer left. The store manager apologized and offered a discount next time I come back.

I’ve been a long standing and loyal customer for 10+ years, and I expect more from a National chain than this sloppy customer service.

Tuesday 25 April, I took my Shih Tzu for a bath, brush and partial grooming at my local PetSmart store #3163 located at 2661 S Woodland Blvd in Deland, FL 32720. My husband brought he home and I was shocked when I saw her. First she was NOT bathed but perfumed over, nor did they trimmed her face as requested, but the worst thing is that almost all of her beautiful long hair and under coat (She is a registered full bread Shih Tzu), was gone! Whatever they did to her is criminal! She was nervous for hours when home and I knew something had hurt her. I can only imagine that they brushed her so hard that most of her hair is gone and she was in some kind of pain. I don't have to tell you that we will NEVER go back there for either grooming or shopping. This situation is worthy of a lawsuit.

Chantal Grassman

[protected]@yahoo.com

I made an grooming appointment for 04/13/2023 @ 9:30am at PetSmart grooming in Newport News 12142 Jefferson Ave, Newport News VA 23602

Upon arriving at 9:17am I informed the person sitting behind the computer that I was here for my 0930 appointment. She said to me "Your appointment was at 8:30 and you are late! You were suppose to be here at 8:30!. I quickly told her it was schedule for 9:30 with Heather. She said no your appointment was 8:30 therefor we cannot get to your dog today.

I said to her again that my appointment was 930 and I made the appt with the corporate office. He even gave me the name of the person which was Heather. At this point heather turn around and said "I am heather and if you want your dog groomed I will charge you and extra 10.00 for being late so go over to the hospital and get a copy of her rabies shot!

I told her I was not going to get her rabies shot when you should have it on the computer, furthermore I was not told to have her rabies shot because she comes here every six months per her wellness check with Banfield.

Sir/Madam:

What happened to customer service within PetSmart grooming? What happened to speaking to a customer with respect? I was spoken to like I was I was unimportant. Perhaps it was a race issue, not sure because they spoke to me in a disgraceful manner. Furthermore Heather was very demeaning and arrogant. These ladies actually did not believe me. I informed them that I traveled over 1 and 1/2 hours to get to this store and have absoutely NO REASON TO TELL THE UNTRUTH! Instead of attempting to apologize for the mix up which in the system they had my dog listed under another groomers name, they also had 0830 which was incorrect. That was not the name the corporate office told me. He specifically said Heather. I asked them if it was possible if the system was incorrect and she said yes but I still will charge you a 10.00 late fee!.

This is when my frustration occurred and told them again I was not paying extra for being late because I was not late for her appointment and to cancel my grooming because at that point I did not want to leave my grandpup in their care. I reached out to the corporate office in which I received a case number and was told someone will be reaching out to me within 24 hours.

I will not stop until the ladies that were there are reprimanded. I will pursue PetSmart grooming until actions are taken. Hopefully your HR department will get involve an advise. I believe a written warning for poor customer service is appropriate.

A. Rickerd Human Resource Manager

SHRM-CP/PHR

Notary Public

Our dog Misty was serviced by your Southpark Meadows Austin store. Due to whatthey felt was extreme matting they completely shave all of our dog's hair basically downto the skin. They even nicked her in one spot. Our complaint is that we told them to keep the cut as only as short as necessary. Obviously we are not happy at the result. We feel that they should have at least contacted us to get our input. We feel we should not have to pay for the service.

My complaint is with the staff. I was in line an elderly lady was in front of me and her dog peed on the floor. I ask for assistance from 3 employee walking that way. Thery all scattered. pretending to do other things finally the lady behind the counter said I will hold your dog for you and the elderly lady got down on the floor to get the pee up. I think that your motto is customer service why was everyone running from something that goes in your store every day, that is why when it happens people keep walking. No one should be hired to your store that don't have compassion for customer and their pets. One of the employees came out, the one looking around like she was looking for something, started a new line because the lady was taking so long to clean up without assistance. I will not step in this store again and when I said that they seem relieved so that this stupid behavior won't be addressed. I shop in PetSmart all the time and I have never seen a staff like this one the manager was just as bad as her staff. It couldn't be one of their grandmothers being treated in this manner.

Top Paw® Rope with Horn Dog Toy

Item #5313794

THIS TOY IS A MENACE TO DOG SOCIETY. My dog started vomiting blood with with this toy. The toy cut him internally. It should not be sold ever again. The "bone" part of the toy breaks into little sharp pieces that are hazardous for any dog. This is ridiculous. I have never experienced such worry for my dog. I do not want anyone else to have to go through this. TAKE IT OFF THE PETSMART MARKET.