PetSmart
Reviews and Complaints

Hello,

I would like to share my dissatisfaction for the service I received today at this PetSmart facility by two of your employees in the grooming department. I had an appointment on Tuesday 3/1/2022 for the Senior discount.

Kanika can't wait to pamper them with a Bath & Full Haircut - Bichon Frise. The appointment should last 3 - 4 hours.

When: 03/01/2022 9:00 AM

Where: 185 Curtner Avenue San Jose, CA

I brought in my other dog Rascal instead of Mable, they were going to take him and then they said he had chewed himself raw and had an open wound. Which he did NOT. They would not see him, so my appointment was too late for me to bring Mable in. So, I rescheduled for another day and requested that I get the Senior Discount at that time the technician said she would note this on my dogs, file.

We've canceled MABLE's salon appointment

appointment details for MABLE:

Bath & Full Haircut - Bichon Frise 3/1/2022 9:00 AM with Kanika U.

Grooming Salon.

Thanks for making an appointment: Mable is all set!

Kayla can't wait to pamper them with a Bath & Full Haircut - Bichon Frise. The appointment should last 3 - 4 hours.

when: 03/04/2022 10:00 AM

where: 185 Curtner Avenue San Jose, CA

And I did receive, my Senior Discount at this visit.

I have 3 dogs, Rascal, Rosie and Mable that I have been taken to this facility for the last ten years and never have I been treated like I was lying or that I would be granted a Senior Discount from the Grooming manager because the system would only allow on Tuesday's. I was beside myself with aww, so I was told to speak with the grooming manager Christine who was out to lunch, so I apologize in advance regarding the name of the gentleman from the Almaden PetSmart store helped me and gave me the discount which was $58.00 Not $67.00.

Again, explaining my story to him and that I understood the policy, but to be told she couldn't provide me the discount because it wasn't TUESDAY SENIOR DISCOUNT.

Also, to make things worst I get the phone call from the Grooming manger Christine saying she is canceling Rascal's appointment and that I am no longer welcome at their PetSmart facility anymore.

Not sure why because I was still upset and hung up my phone. My reason for this email is to notify or suggest training on kindness to your customer that all.

We've canceled Rascal's salon appointment.

appointment details for Rascal:

Bath & Full Haircut - Maltipoo

3/22/2022 1:30 PM with Erika M.

salon info:

185 Curtner Avenue San Jose, CA 95125

We've canceled Rascal's salon appointment.

appointment details for Rascal:

Bath & Full Haircut - Maltipoo

3/29/2022 9:00 AM with Karen C.

salon info:

185 Curtner AvenueSan Jose, CA 95125

To whom it may concern I would like a reply back please on why I can't come back to PetSmart?

Kind Regards,

Yolanda L. Gutierrez

1147 Palm Street

San Jose, CA 95110

CELL [protected]

Today March 14, 2022 at 10:00 I called our local Petsmart in Milledgeville Georgia too make an appointment to have my daughters nails done. I was told I could bring her anytime, that there may be a wait since they only had one groomer.

I took off work early got a copy of her shot records and arrived at Petsmart at 4:42. As I entered the building I was approached by Connie(sp) acting store manager, I told her what I needed, she went to the salon a few minutes later she came back and told me that they were booked I could come back tomorrow.

I told her what I was told earlier in the day, she said they were booked.

I went out to my car and I called the store to ask to speak with the manager she said she was acting manager and even if I brough her at midnight they were not cutting her nails. Out of my frustration I stated to her "so now you are going to be a smartass". She said um no hang on a minute let me check again. I told her don't bother that I was going to fila a complaint with the corporate office.

I work for our local newspaper and deal with clients every day and I would never treat a customer like that.

I did speak with someone in the corporate office [protected] I was unable to understand what the gentleman was saying.

I went to Petsmart with my new puppy for his first grooming appt. This is my first puppy and has been a learning process. I went into the appointment after my puppy had shots that morning and was told they couldn't see him. Completely understandable. It was a busy morning, I wasnt thinking when I booked it, was trying to kill two birds with one stone on my day off and it slipped my mind that they cant have shots within 48 hours. Again, completely understand. What I didn't like was the staff, Lauren's, response and glares I got as if Im an idiot for bringing him in. Then what really got me was when I went back for my rescheduled visit, vaccine free within the last 48 hours, upon asking about vaccinations Lauren felt the need to throw out "not this time" with a sarcastic laugh. I found it rude and annoying she even had to say anything at all. And to top it off she added a service without asking me and my puppys nails that were supposed to be trimmed and grinded down were rigid and still sharp when I picked him up. I will most definitely be finding a new place to get my dog groomed. Lauren needs to realize her customer service needs some serious improvement.

BAD EXPERIENCE WITH TINA the grooming Manager - SHE IS VERY NASTY AND RUDE. NEEDS TRAINING IN CUSTOMER SERVICE.

Tina the grooming salon manager at North Brunswick is very unprofessional and nasty. She really needs training in customer service. I had an appointment for my dog on Feb 19th. When we went to the appointment, Tina was extremely rude and suggested that we take our dog to the vet and get him sedated to do his grooming as he had some matting. My dog has been getting groomed at Petsmart for that last 5 years and we never had any issues. This is the most ridiculous thing I heard from a so-called professional groomer. When we asked to get re-scheduled, she refused to give us an appointment. We had to speak to the store manager Chris, and he scheduled us for 2/28 with another groomer. When we went back today for the appointment, we were told that our appointment was cancelled as they do not feel comfortable grooming my dog. Tina instructed the groomers not to do my pet. So I ask, is Tina discriminating against my pet or me? She seriously needs training on Customer service. The store manager was not of much help. I have escalated this complaint and will take it up to the district manager. Both my pets have been getting groomed for the last 5 years at Petsmart and we have never been turned down or spoken to like that. This needs more attention. I plan to escalate it to the CEO so people are aware of the kind of customer service we are getting . The Petsmart slogan says "ANYTHING for PETS" but Tina works exactly opposite this motto and the company belief

Have been taking my dog for grooming for some time now., But this morning I had a appointment at 10 and there was one girl cutting a large black poodle and saw me never said anything. Continued to cut the dogs hair and being quit rude and verbally abusive to the dog because he wasn't holding his leg right at the same time she is texting with her other hand. My dog was shaking and I knew he was scared. I waited 15 minutes and not even a can you wait a minute. I said I guess you haven't got time for me so cancel my appointment. She then said o your groomer is in the back. I will never go back if that's the kind of people that work there.

The grooming department at our local pet smart in Bullhead City seems to be getting worse every time we use them the last time we went the staff was rude and today (2-9-22) they called at about 410pm and stated our dog was ready to be picked up we receive the message about 415p so we headed over there and 3while o n our way we receive another call and they stated they closed in 2 minutes and the dog would have to stay the night, That is unacceptable since we were less than 5 minutes out. I am not sure what happened to Pet Smart as a company but it is unacceptable to treat people like this and we will not be back. When people ask me about your company I used to give great reviews but no longer will I do this and word of mouth is bad for a company. I promise this.

petsmart advertises and communicates that grooming will take 3-4 hours. I brought my dog and he was there for over 6 hours because they were "busy" so he had to sit in a crate for an extra 2 hours because they did not schedule accordingly.

When checking if my dog was ready the groomer was short with me and would not give me clear communication of when my dog would be ready. I came back when instructed after she said it would be another 45 minutes and he was still not ready!

I had bought a sucker fish for my 20 gallon fish just before christmas and about a week later I had lost one of my rainbow sharks. And then a couple of days later I lost another rainbow shark, 2 lampeye fish and 2 female bettas all in one day.
So I took all the dead fish back to one of your stores and explained what happened and the manager said that I bought the sucker fish with ick.
So in other words the fish I bought at your store kill all the fish in my tank.

I am very upset and disappointed that one of your employees would sell fish that has ick!

The manager at the store said that he couldn't refund me for the fish that was kill by the the infected fish!

It was not the only fish that I bought that day! I had bought another albino sucker for my 5 gallon tank that kill some of my mollies. (so that fish had ick also)

Really not good customer service!

I purchased 1 bag of dog food from Petsmart in a phone order. I gave two gift cards $10.00 each totaling $20.00 to pay for an order that was $23.00 I approved use of my credit card for $4.00. that was the balance left after the gift cards were applied.

My credit card was billed $23.49. The gift cards were not applied and customer service informed me that they could not apply the gift cards and I would need to make another purchase to use the gift cards.

Visiting family in Daytona Beach, FL and pet needed nails trimmed so I called the local store to inquire about availability and the snippety little girl on the phone acted like I was inconveniencing her.
I also asked her if she could check to see if they were able to view my pets rabies paperwork since she had been seen in Kansas location and again it was if I was interrupting her work schedule.

Sorry if I wanted to give you people some additional business.

Patrick Nicholson
[protected]

I took my Oscar at 2 Yrs to have his nails cut. I told them make sure he is on the table with the loop around his neck. Instead 2 girls and let me qualify this by saying girls ! We're HOLDING Oscar when they held him instead. ( I was watching the entire negligence. They dropped and paralyzed his back legs ruptured 2 disc's in his lumbar spine. They paid nothing. I could not find an attorney to sue them in nevada.
NEVER TAKE YOUR DOG TO PETSMART GROOMING. BY THE WAY PETSMART IS SELF INSURED! THEY DID NOT PAY THE VET BILL. PETSMART ALSO OWNS CHEWEY. IVE CARRIED OSCAR AROUND FOR 14 OF HIS 16 YEARS. he crossed the rainbow Bridge 2 weeks ago.

I called Petsmart in Canoga Park, Ca as they showed they had Hills Prescription W/D canned food available for dog's. Our current store was out and it was 2 days before Christmas. The gentleman I spoke with said I would need the prescription number, which I didn't have, or a current receipt showing that we have purchased it, which we did have. They put a case up front and when my husband got there the manager would not give it to him. He said he needed the prescription number and would not accept the receipt. My husband said, so you would allow my diabetic dog to die over this? The manager Todd, said yes, per store policy. This is TOTALLY UNACCEPTABLE! Why did the manager Todd, not go and find the gentleman I spoke to? My husband had to call our current store we purchase it from and luckily the vet was there, she was horrified by what was occurring. She wrote a new prescription, as we could not get ahold of our current vet. She said that if Todd gave my husband any problems, she would get on the phone with him. Todd needs to go back through management training and learn how to deal with people and circumstances that arise. Shame on this store and their staff. We will never travel 80 miles round trip there again, nor recommend it. Minus 1 star for this place.

Made an appointment for grooming, they called me last minute saying they couldn't do it because of her neurological condition. She has myasthenia Gravis, a neuromuscular disease that causes muscle weakness, not contagious. Even after talking with her neurologist, they said they couldn't see her because by then they didn't have an appointment available. Very disappointed.

The store at the NorthWales manager assistance violated the PetSmart return policy. He gave me attitude saying mean words to his customer, " I don't see the reason for the return, there is no need to return." Why is he telling the customer she can't return/exchange the product? I have the receipt and it is within the 60 days return policy. He even checked his watch to make sure the return date is still valid, he also pulled out my phone number to verify my receipt. So what is going on here? What is the miscommunication? The manager assistance or the customer?

For the past several months, I have noticed a loud whining noise coming from the reptile tanks/bird cage area of the store that can be felt and heard throughout the store, I am concerned about the animals who are subjected to this noise. I have mentioned this each time I am in the store but the problem continues and no one seems concerned about the welfare of the poor animals who are subjected to this obnoxious noise and vibration 24/7. Can you please repair whatever is causing the problem and spare the animals, fish, reptiles and birds from any further stress they must be feeling due to the noise? I hope someone will respond to this issue and to this email in a timely manner. Thank you.

I was in the Gilroy, CA store today. They must have at least 60-70 (maybe more) Betta fish in stock. Way too many than the store needs, and the fish look to be in poor condition. I think it should be looked into, since most of the fish will inevitably end up dying.

Also, the store smelled foul as soon as I walked in. Not sure if it's the fish department or something else.

I would not recommend anyone shop there unless it's an emergency.

Practices at the PetSmart store 0629 in Tupelo, MS are resulting in hundreds of pet deaths! When tropical fish shipments arrive, they are being left unopened until mid-afternoon. At my visit about noon on 11/12/2021, fish shipments delivered from the same wholesaler at two other pet stores in town had been opened and put into their tanks hours earlier (I make the rounds on fish delivery day). The PetSmart employee in their fish department told me that someone was coming in at 2:00PM to put the fish out. Fish are still in bags 2-3 hours later with many dead and dying and likely off-the-chart ammonia in the water in the bags. Surviving fish are greatly weakened and many end up dying. What is truly unconscionable is that this appears to be standard practice! Upon a visit to the store a couple weeks ago, there were three (3) employees examining a stack of palletized dry goods that had been delivered that day and I was told the same thing, they wouldn't be putting the fish out until later in the afternoon. One would expect that a company specializing in pets would understand that these are live animals! There is no excuse for not giving the live pets priority over other tasks, especially since manpower was not an issue in this case. I have sent a similar complaint to PetSmart from their website contact link and hope that this is as unacceptable to PetSmart management as it is to its customers. This woeful negligence and disregard for animal life and welfare should be stopped.