PetSmart
Reviews and Complaints

Anytime I visit a PetSmart location the bettas are usually placed on counters or carts in a cup with No care at all for the well being of the Tropical Fish. This fish is to be kept in regulated water at a higher temperature as that's its species but no its kept in a cold cup of water with No Air to really breath at the top (Yes they need oxygen). I don't understand how they cannot be kept in a regulated tank like there other fish, which their other tanks are usually Empty anyways. I've been to other Pet stores where Bettas are actually housed with other compatible fish to be in a social environment. I understand Betta males are aggressive but again what stops PetSmart from properly building a cubed betta tank/aquarium to be in regulated flowing water to also have the allowance to be fed at the same time! Unfortunately Half the Bettas are typically dead or dying because of there treatment... It's terrible and don't understand how there NO REGULATIONS are Fish care and containment by a Legal Petstoee

Pet Smart Grooming Salon in Monroeville put my dog on a Refuse-to-Groom" list after I complained because they failed to bring her from the pet hotel in the store to the grooming salon in September 2022for an appointment I had made on-line. I let them know that I had a screenshot of the reservation the I believed had gone through. I was angry because I had scheduled an extra day at the pet hotel to make sure she could be groomed before I brought her home. Because I complained about this, the manager of the Monroeville Pet Smart Grooming Salon had said in a snippy and highly unprofessional way, "We will never groom your dog here again." This woman obviously should not be in a management position. It wasn't the dog's fault! The dog has never been a problem and is in no way aggressive. I have taught assertiveness skills to many and know that I was being assertive, not aggressive in any way. To the store manager's credit, Pet Smart did not charge me for the extra day. I appreciate that but when I went to schedule my dog for another Pet Smart Dog Hotel stay today (January 22, 2023) and tried to schedule her grooming appointment during that stay, I learned that the dog, Maya, is still on this Monroeville Pet Smart's "Do-Not-Schedule" list for grooming. Can you believe that this company would allow this type of a retaliatory manager to remain in her position when she behaves this way? Her retaliatory behavior is suggestive of a personality disorder or extreme emotional immaturity. It is also discriminatory. I am a disabled older adult who has a difficult time getting my dog to and from grooming therefore it helps me to have the grooming done while she is staying at the Pet Hotel in the same Pet Smart store. If the grooming manager doesn't like me, she has no need to interact with me...just the dog. Today, the store manager (" Danielle.") did nothing to resolve the matter and could be heard talking negatively about me to someone after she thought she had hung up the phone.

Went to buy some fish a hour before close and after 20 min of nobody asking me for help I went to lady on a step stool with her arm in a tank. she was not friendly at all, she pretty much pushed me away, obviously she wanted to go home and not help me much. Very unfriendly, unpleasant and uncomfortable situation. I will never be back, ill do my business elsewhere and I will tell everyone I know about my very unpleasant experience at your company.

12/14/2022 12:05 PM

Attempted an online order to be told electronically that the food was "out of stock". Knowing that I get the same food there all the time (expensive food mind you) I had to cancel order and go to store on my lunch break seeing how I have to pick up my kids after work and feed the dogs tonight.

Sure enough, the food was there. When I approached the register I inquired how the online ordering works. The fella did a poor job explaining it, so I just requested to speak to the manager. The manager, instead of just coming to his aid, asked who needed her, eventually came up the center aisle of the store as I checked out at the register. Approx. 2 aisles away (12 feet or more) she loudly asks "CAN I HELP YOU?"

Catching me off guard, I tell her she can't help me from halfway across the store and her reply was "How close do you want me to get?" (enter the tone you want). I eventually explain to her the shortfall in the online system and that the bag of food they say was out of stock is indeed in my hand right now. The manager deflects and asks what else I ordered to look it up? I explain I had to cancel the order to come get the food (in which I will not receive a refund for for 2-3 days). Seemingly not understanding the message, I just inform her that I am just telling her to improve her stores processes.

She then gives me the most sarcastic smile on the planet and says "well thank you so much"

The manager at the west side Cedar Rapids, Iowa Store made me feel like not only was my feedback not welcome, but I could just go [censored] right off, and my $200 every 3 weeks or so is not welcome there if I was going to help them improve their customer service. The online ordering service, for which there are multiple parking spots reserved for is supposed to be for the convenience of the customer, to match the supply and demand of the times. Instead, I had to take time out of my short lunch and enter a hostile environment. This experience has ruined years of walking in the store to "welcome to PetSmart" will likely result in my ordering of the dogfood directly from the supplier, Royale Canin.

It is a shame that her character reflects so poorly on your cooperation. She is in need of some extra training and maybe some love.

Even though I am 10 I can understand this is fraud, you scammed me out of $300, you killed my chameleon. The other night I went to get a fish tank and your employees said "yeah two Bala sharks can live in a 5 gallon tank" last night I went to get the sharks and a different more sane employee said "nah bruh I can't do this they're too fat. Even though it is not your employees fault it is yours because they did not get the proper training.

On Tuesday November 15 we had a 3pm appointment to have our dog groomed. We dropped our dog off shortly before 3 and gave them our phone number to contact us when finished. We returned just before 5pm to check on how much longer before they would be. We were told our dog would not be ready until 7or 8pm. When we asked what happened to the normal two hour time frame they responded with we always tell you 4 to 6 hours. That has never been the case on previous appointments. They told us we could take our dog home if we didn’t care to wait. We chose to take our dog home were charged $71 of the $77 fee for the shampoo and nail grinding. No offer was made to schedule an appointment to finish the grooming. Totally unhappy and disappointed considering the great experience we had on our previous grooming.

We can be reached at [protected] or [protected]@gmail.com

Dear PetSmart - On 10/20/22 I tried to schedule training for my two Poodle puppies with a wonderful trainer I met in your store a few months ago - I was online & I kept getting the message that my credit card was not accepted - I tried 8 times! In fact my credit card was accepted since I have 8 different charges on my credit card from PetSmart. I called my credit card company & they explained that since this wasn't fraud, I needed to call PetSmart which I called the Store and was told to call [protected] & was connected to Angelina who was rude to say the least and insisted I needed to wait 5-7 days to see my credit card refunded. I asked to speak with a Mgr and waited ~30 minutes and finally hung up. This morning I had an email from PetSmart explaining how credit card charges work - amazing customer service - stepping into educating me about credit cards. This email reinforced that I need to wait 3-7 days for ~$900.00 worth of credit & if I wasn't ok with that call back (why do I need to call back - you should just handle this!). The worst part of this is that I am so ANGRY & DISAPPOINTED I won't be using that wonderful trainer (Bobbi) for my girls.

My dog is a Maltese, age 18 months and 10 pounds. She is being denied service because she nips at the clippers and some other comment put in her file. Trying to get main office and the store to explain the policy and why a lap dog is too much for trained staff. Nothing but run around and no answers but my dog's file is noted so it is a problem getting her seen elsewhere.

These type dogs are not aggressive. The dogs are small at any age- is it that the staff is unsure about handling a small dog? Shouldn't trained staff be able to manage a small dog or have ways to do so? Looks like the updated grooming protocols made in 2018 after complaints of mishandling pets was a show or handling small dogs is not a skill set at the location near me.

Whatever the problem is, my dog needs to go somewhere and flagging a puppy that does not bite is a bit much. If the store near me or none of the other stores can manage her then aren't you all supposed to suggest a vet or something? That would make sense and be a better customer service move than denying service and making other pet store grooming competitors hesitant with your flag in her notes. Or is that your intent? Make it difficult on me, my dog, and for your competitors to make money from your inability to manage a small dog that is more bark than bite?

Needs to be trained right, very rude , talking to fellow employee laughing and don’t tAke care off the customer. She don’t pays attention only to her employee having fun. When I say something she gets attitude and roles Eyes. Worst experience ever. Want me to go somewhere else. If you company don’t want to loose customers, I would take action. That comes from someone like me that owns a business.

I entered an order for the pharmacy department on 9/11/2022 and it wasn't until I reached out to them via chat that I found out that the "upload authorization" under the pharmacy area of the portal is only for Rx diet food orders which it does not say it is limited to. I had to reach out to my vet and get it all resolved. If this was life saving/sustaining medication we could have had an emergency in our hands. 1) what good is the "upload authorization" button for? People and pets usually don't have the luxury of waiting for prescriptions. Now I have to wait another 2-5 days between them shipping it out and then transit time. 2) if you have a prescription on-hand why do you have to "mail it" in? That is ridiculous.

I took my puppy to the Sugar Land, TX location for Daycamp. Before arriving, I bathed my puppy. My puppy was left in the care of Petsmart for 6 hours. I took her food, water, and treats. I picked up my puppy. All of her food was gone. When I arrived home, I noticed my puppy had been bitten by ants. She was so famished as if she hadn't eaten. I was so disappointed and angry. I will not use this service again.

I had my Collie at the Collegeville, PA PetsMart today to get her nails ground. The person doing her nails was fine. The person who was holding the dog on the table started talking to other groomers and wasn't paying attention to what she was supposed to be doing (holding the 84-pound dog on the table). The dog pulled back when getting her nails ground and stepped off the table. She was hanging by the strap around her neck! I screamed and they grabbed my dog and got her back on the table. This should never happen to anyone's pet! I will never take my beautiful fur baby back to a PetsMart! Maybe no one should!

I bought the Top Paw tuff bite shield stuffed giraffe for my dog. The fabric is very dangerous. Not only is it easy to destroy but the fabric does not digest. My medium sized lab mix tore into it in 2 days. She started having diahrrea and stopped eating. Before I got her to the vet she threw up what looked like a long log of poop. It was the fabric and threads of this toy. This could have been a very costly and possible fatal incident. I called the Columbus, Ga store where I bought it and was told they could only warn customers about it, I guess at checkout, but could not take it off the shelves. Thank goodness my dog is OK.

Shopping at the Pet Smart I was trying to buy a fish. I was told that I can be refused a sell of a fish without no reason but it was a policy and the sale person can just deny you. I feel like I was discriminated against. I asked the manager to show me a policy that states they can deny me a sale for no reason but their own opinion and the couldn't produce the policy but denied me the sale of a 6 dollar fish.

Petsmart groomer has cancelled three times upon arrival. We have to drive a good distance to get to the Petsmart in Kearny and have been getting the runnaround for over a month. This morning she booked the appointment for 8:30 even though the store open at 9:00am. Gave no instructions and expected us to know to call for someone to open the door. we got there at 8:30 and waited around until the doors open at 9:00 and then she said we are late. the door were closed, the store was locked but we should have know the salon was open inside? As i said this is the 3rd time she has rebooked. all that deving back and forth. getting up early and waiting and no remorse?