PetSmart reviews & complaints 646
Keywords
dog experience store manager vet customer store manager grooming pets groomer care upset disappointed response cashier employee mistake phone call fishNewest PetSmart reviews & complaints
grooming
07/25/2016
Today I called PetSmart in El Cajon, CA to see if they could get my 6 month Beagle in for a nail clipping. The lady on the phone said "Yes." I then asked if they were too busy because I would have no problem bringing him tomorrow. The lady's rude response was "Well, we are busy every evening." This should have been my first clue to no go to this PetSmart. We get to the grooming station and drop him off and walk to the next storeover waiting for them to call so we could pick Murph up. The same lady I spoke with on the phone and that checked us in calls me and asks me where I am because Murph is ready for pick-up. I told her I was just next door and I was walking out now to come get him. Her rude response was "oh thank goodness." My finace and I were walking into the door and there she was standing with Murph right at the check out station. I asked her if Murph was bad. Then she rudely stated infront of her manager I might add "No! He was horrible! We had to have two of us hold him so we could cut his nails! Do you ever play with his feet?" There is a way to tell a customer that their dog did not behave but, her customer service was just HORRIBLE from the get go! I have never once seen a dog just be so well behaved while getting their nails clipped. My dog has had is nails clipped before at his previous vets office before we moved here and he never once had a complaint. We will never return to this PetSmart.
manager's negative attitude towards customer
Date: 24 July 2016, Time: Approximately 9:30 AM.
Upon arriving at Pet Smart 9:10 AM I found the door to the store wide open. Since Pet Smart opens a 9:00 AM throughout the week I assume that since the doors were open and the sign for store hours were covered by open doors I proceed inside to shop and loaded my basket with the items I wanted to buy. Upon concluding my shopping I went to the cashier counter to pay for the items. I noticed that there was no one a the cashier counter so I then went looking for a cashier and subsequently contacted a person cleaning the cat cages. I ask this person if they could check me out and she said she would after finishing cleaning the cage. While waiting for this person to show up the manager came to the cashier counter and stated that they were closed and she could not help me. I asked why the doors were wide open and anybody could walk in without anybody noticing it. She stated that the doors were open because of accessed needed by Vets to the clinic inside. I said that if the doors are wide open then one would assume the store was open. At this time she became hostile toward me and I basically told me that she would not help me and that it is just too bad, at which point she turned and walk away. While I was waiting for someone at the cashier counter the doors were closed and after my confrontation with this manager I had to physically pull the doors apart to depart the store. This manager had no customer service skills, was extremely nasty towards me and made me feel very uncomfortable and scared for my well being based on her heated words and aggressive approach.
PetSmart opens at 10 on Sunday, just like the sign on the door says.
Did u not read the complaint? She said the sign with the store hours were covered up by the open doors! Next time maybe u will read the complaint before making a useless comment.
grooming salon
Today July 23, 2016 I took my 10 month old 4LB Shorkie to Petsmart in Barrhaven as I always do to get groomed. He is special needs and I have made that clear to them since I have been taking him there since 2 months old. He has kidney failure and ataxia which is not contagious and is incurable. The only thing about ataxia is sometimes his legs give out and he just lays down. The groomer that we always went to is great she just laid him down and he wouldnt move. Anyways, in 8 months that we have had him it was never an issue we have gone for monthly nail trims as well as groomings every 2-3 months. We also take our other 2 dogs there monthly. Well today after Chances grooming... we were told the manager didnt want him back there and he is banned due to his special needs. He doesnt bite, he doesnt move around when being groomed and they are banning him because of his disability. I find it very disgusting and sad to be honest I have given them my money every month and felt good leaving him there because he was in good hands with the groomer. And then out of no where its an issue when it was never one before and they still made me pay for his grooming today and the salon manager made the poor groomer break the news to me and wouldnt come out herself. I started crying in front of everyone because I felt my dog was discriminated against.
My fiancée went back after and spoke to all the managers. They were trying to blame us and saying they never knew which was a lie. They're loosing business from me and everyone I know now . I mean how can they say no to a poor 4 lb dog with special needs .
Wow.. I'm heartbroken for you. I would have caused a scene, never mind cry in front of them. Because they CANNOT deny service to your dog for that reason.
pet hotel services
I have two frenchies that I boarded at the hotel. I was a bit skiddish because I usually board them somewhere else and this was in a time crunch. I'm not a fan of pet hotels that do not have webcams or allow you to see/set up the room for your pet. To me, this means that they are hiding something and don't feel they need to be accountable for any mistreatment.
This was definitely the case both times when I boarded my dogs at the one off Bryant Irvin rd.in Fort Worth, TX. One stay was one night, and the other stay was two nights. One of my frenchies is a puppy miss rescue (she was a "Puppy maker") and I have worked very hard to get her spirits up to be a "Dog" again. She is also deaf and is still learning how to walk on a leash with a harness.
After both times, I noticed she seemed a bit lethargic and both dogs smelled like pee. The bed I provided was given back to me smelling like pee as well on the under side which tells me that they didn't monitor for "Accidents." My other male frenchie, both times, when I picked him up from the hotel, he was desperate to do #2 and we did as quickly as possible. The amount was way larger than usual which tells me that he didn't get sufficient time to do his business, if at all. The same thing happened with the girl frenchie. She pooped out A LOT when we got back to the house. She then became more lethargic, had breathing episodes, and stopped wanting to eat.
It's obvious to me that this hotel program is not carefully regulated and the employees, to be blunt, don't give a crap about the dogs staying there. They do their job to the most minimal capacity and don't bother considering going the extra mile for the comfort of the dogs. Nor do they allow enough time for the dogs to do their business when the time comes.
My female frenchie is now on pain killers, antibiotics and anti-inflamitory medication right after her stay there. This is unacceptable. Their hotel need to have webcams in EVERY room and area. The staff needs to be held accountable to do their job to the highest capacity and be held responsible if they do not. No waiver will protect them from the lawsuits to come if they continue to be irresponsible.
Needless to say, I will not be taking them back there again. EVER!
I hope your baby recovered. I left mine there and he never did. No one in this company takes accountability. As I read all these post there are so many people that are suffering after leaving their fur babies here. When will it end, when will they realize there is a problem with these facilities?
ignorant cashiers unhelpful
I have 5 pets. Each year for their Birthday I take my pet into Petsmart Store and buy them gifts for their Birthday. Today, I was there for my Standard Poodle HOPE, who turned 9 years old today. A customer told me she was there getting her birthday discount. I have a pet smart card, with my address and info, but I have NEVER received in 9 years a Birthday Coupon for any of my 5 pets. Why is this? I can just as easily get her gifts from Dollar Tree and go to the doggie park and skip petsmart all together for my 5 pets future birthdays... All of the cashiers there stated that they were not knowledgeable about any Birthday Coupons... When I got the customer to say in front of them what she said to me, she held up her phone and said it was sent to her. I have my pet smart card, been a customer for years... Why was none of this explained to me today or any day before? Wendy Cicio
grooming
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 am sorry you lost your wife. However, if you are upset that they would not bump other appointments to accommodate you then you are upset at the wrong thing. Just because you spend a lot of money at a business does not mean they will, or should, toss other paying customers aside for you. What you should have done, was thank them for trying, and called other groomers. Those appointments can be made months in advance. For you to be the kind of person who would make a complaint like this over something like that, well, that makes you the kind of person who's business they do not need.
petsmart does not value the lives of its fish
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.
not keeping product in 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.
Did Walmart or Pet Supplies Plus have the product?
the name should be changed to petstupid!
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!
grooming
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.
grooming
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".
manager's behavior
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.
37 gallon top fin fish tank
I purchased a 37 Gallon Top Fin fish tank on September 6, 2015. On March 17, 2016 while sitting on my couch, my tank exploded all over the place. It has caused almost $10, 000 worth of damage. I am very upset in this matter, seems how it has caused not only damage, but stress as well from missed work, to clean up the water and try to save some of my belongings. Homeowners insurance will NOT cover time missed from work, nor will it cover the amount of the fish tank seems the fish tank was the cause. I requested a receipt from this date of purchase seems how I lost mine, and was told it will take about 5 days for me to get the email e-receipt, which I can understand that, but still very frustrating. I would not suggest purchasing this item to anyone. The location this item was purchased from is:
5135 Sunset Blvd Ste U, Lexington, SC 29072
[protected]
dirty, smelling section of store
The Petsmart on Balcones and 183 South in Austin, Texas has a section of there store in the back left in the cat Pedigree and Little Caesers that is rank, it smells like something is dead, maybe a mouse or rat? Spoiled food... I have been told that it has been like that for months and this person will not even shop there anymore. I smelled it myself two days ago and I cannot imagine how the employees cannot or just have learned to ignore it. I do not think this speaking well of that store.
I cannot take pictures of a smell or I would, I went myself to assure you that this problem was still happening. I think that the stock and shelves need to be checked for rotten food, mouse or rat feces and dead little creatures. This should be done throughout the store and of course the shelves should be decontaminated.
dog grooming
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.
Where can I file another complaint...? They were horrible to my Morkie...aka...baby
disappointed
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.
The same thing happened to me. I wanted a large bag & they did not have it. The manager recommended I order it online which she did for me at the store. It took about 10 days t get it. I had to make another trip to the store because we ran out. So what was the point? I could have just bought small bags the first time!
grooming
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.
manager completely disrespectful
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.
grooming
Sad day today. I was just told by Pet smart grooming that they will no longer do Sadie's bath because she can't stand long. I thought they were for all pets. They have lost all my business. I made mistake of telling Cashier I wasnt happy since my regular groomer was on maternity leave with the service I get now. Later I get a calls they wont take Sadie anymore. as I paid The staff behind the glass grooming center was laughing. Hours later Michelle the manager calls, She suggested I get sadie sedated for a bath. all kind of excuses she had. very unprofessional. I called my Vet today and said never go to Pet smart again. It was totally uncalled for
authority dental cat treats
I purchased 2 bags of Authority Cat Treats, 1 made with Tuna, 1 made with Chicken. They are hard as rocks, could not be broken into smaller pieces, so tried soaking them in milk/water, took for over an hour for them to be soft enough to eat, my cats would not have anything to do with these treats. Thought about trying to bite a treat myself but was afraid I would break my own teeth.
So you purchased a product that did not make you happy... Why is the complaint about the store? Did they make the product?
nothing else to say
Not at all satisfied with product purchased.
Not at all satisfied with product purchased. Cats could not chew the Authority Dental Cat Treats
PetSmart Customer Reviews Overview
Many customers have praised Petsmart for its extensive selection of pet products. The website offers a wide range of items, including food, toys, grooming supplies, and more. Customers appreciate the convenience of being able to purchase everything they need for their pets in one place. Additionally, Petsmart offers a variety of brands and products that are not available at other retailers.
Another positive aspect of Petsmart is its competitive pricing. Customers have noted that the prices at Petsmart are often lower than those at other pet supply stores. The website also offers frequent sales and discounts, which further reduce the cost of pet supplies.
Petsmart has also received high marks for its customer service. Many customers have praised the company for its knowledgeable and helpful staff. Petsmart offers a variety of services, including grooming, training, and veterinary care. Customers appreciate the convenience of being able to access these services at the same location where they purchase their pet supplies.
In summary, Petsmart has received positive reviews for its wide selection of pet products, competitive pricing, and excellent customer service. Customers appreciate the convenience of being able to purchase everything they need for their pets in one place, and they value the knowledgeable and helpful staff. Overall, Petsmart is a highly recommended retailer for pet owners.
PetSmart In-depth Review
Product Range and Availability: PetSmart offers a wide range of products for pets, including food, toys, accessories, and grooming supplies. They have a good selection of brands and options for different types of pets.
Store Layout and Organization: The store is well-organized and easy to navigate. The aisles are clearly labeled, and the products are neatly displayed. It's easy to find what you're looking for.
Customer Service and Staff Knowledge: The staff at PetSmart is friendly and knowledgeable. They are always willing to help and provide advice on pet care. They can answer questions about products and offer recommendations.
Pricing and Value for Money: The prices at PetSmart are competitive, and they offer good value for money. They often have sales and promotions, making it affordable to shop for your pets.
Online Shopping Experience: PetSmart's website is user-friendly and easy to navigate. They have a wide range of products available online, and the ordering process is smooth. They offer convenient delivery options.
Pet Grooming Services: PetSmart offers professional grooming services for pets. They have experienced groomers who can provide various grooming treatments, including bathing, haircuts, and nail trims.
Pet Training Programs: PetSmart offers training programs for pets, including obedience training and puppy classes. They have qualified trainers who can help you train your pet and address behavioral issues.
Veterinary Services: PetSmart has veterinary clinics in some of their stores. They offer routine check-ups, vaccinations, and other medical services for pets. The veterinarians are knowledgeable and caring.
Loyalty Program and Rewards: PetSmart has a loyalty program called PetPerks. Members can earn points on purchases and receive exclusive discounts and offers. It's a great way to save money on pet supplies.
Return and Exchange Policy: PetSmart has a flexible return and exchange policy. They accept returns and exchanges within a certain timeframe, as long as the product is in its original condition and packaging.
Community Involvement and Adoption Programs: PetSmart is actively involved in the community and has adoption programs in partnership with local animal shelters. They provide a platform for pet adoption and support animal welfare initiatives.
Overall Shopping Experience: Shopping at PetSmart is a pleasant experience. The store is well-stocked, the staff is helpful, and the prices are reasonable. They offer a variety of services and products for all your pet's needs.
Pros and Cons:
- Pros: Wide range of products, knowledgeable staff, competitive prices, convenient online shopping, grooming and training services, veterinary clinics, loyalty program, flexible return policy, community involvement
- Cons: Limited availability of veterinary clinics, not all stores offer grooming and training services
Final Verdict: PetSmart is a reliable and convenient option for all your pet's needs. They offer a wide range of products, professional services, and competitive prices. Their commitment to community involvement and adoption programs sets them apart. Overall, it's a great place to shop for your furry friends.
Most discussed PetSmart complaints
not satisfied with their services!Recent comments about PetSmart company
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Also, the reason she said: "Oh thank goodness" when she called you is because they page for you in the store about five times before they have to call you. For a nail trim you are not supposed to leave the store, as the entire service takes five to ten minutes. That means you left your dog and the girl had to stand there holding him, neglecting her appointments and other walk-ins until they got desperate and called you. She said "thank goodness" because she thought you'd abandoned your dog there or gone off to a restaurant or something. They cannot put walk-ins in the kennel so they'd have been screwed if you did so.
First, it is not rude to tell someone you are busy every evening. Second, the fact that you asked if he was bad is a dead on clue that you already know the answer, and that you know your dog is a terror. If I were the manager you would never be allowed to bring your dog back there.