PetSmart
Reviews and Complaints

I been bringing my dogs here for over a year and a half, i really like bringing them here because i know they get good care and receive allot of love. Chelsea is very welcoming she really likes damn i have a brown year pitbull and a all white 7 month baby pit, i feel safe leaving them here to get their check ups and for grooming they are very healthy dogs, i even buy their foods and snacks here, dental snacks and healthy foods to keep big and strong am really grateful with Petsmart i really dont know where else i would take them if there wasnt a petsmart

Hello again,
I like petsmart for my dogs as well as my parrots. They have a wide variety of Dog food as well as treats. I prefer PetSmart over Petco since it is closer to me. They have people from some companies that offer coupons. There price's can be a little high on there toys but they do last longer than toys purchased from other stores. KONG TOYS are the best for large breeds with strong teeth. Like I said on the review of Kong toys. I have had a kong toy for over 7yrs. So my Johnson American Bulldog can't bite pieces off the toy. That is a big plus for me. Thank you colleen.

Great customer service... have done quite a bit of business with them... we had a small kitten and bought the blue buffalo kitten food for her (do not recommend this brand; not just the food but the litter too). This food wouldn't soften when you would put liquid with it. That kitten died due to some neurological issue. Then we adopted one from the shelter and she ate a little bit of it and 6 to 7 hours later she threw it up and it was in the same form as when she ate it and still hard as a rock. We return the food and they worked with us and wanted to know if we needed anything to let them know.

I bought a dog whistle from PetSmart for around $4.99 - I had read a lot of reviews, mostly quite unfavorable. But I bought one anyway, thinking WTH I'm going to the mountains on vacation where I'd like the dogs to be able to run around. They don't understand that they cannot go in the lake here (FL) b/c alligators love to eat dogs. To my surprise, the whistle worked GREAT! We used it a couple of times and rewarded them with a dog biscuit, but we didn't need any treats on vacation. They ran around wildly but immediately stopped and perked up and came running back after 2 blasts on the whistle. Love my dog whistle & it turned out my brother-in-law also had one, so if we split up or did different things we always had a whistle.

I use Petsmart.com to order my 30 lb bag of dog food, I have to drive 7 miles to get to the store. Instead of having to take this heavy bag of food off the shelf in the store, into the cart, into my car and out of my car. Then I have to bring it up 5 steps into the house. I use Petsmart.com. Their webside is very well organized, items are easy to look up and purchasing a breeze, There are no lines I have to stand in. Using Amazon Prime will get your product shipped in 2 days. UPS delivers the product right to my door... no steps to climb. No gas to use and no wear & tear of my car. I love Amazon Prime. I also use their grooming salon to get my Bichon Frise groomed. I love everything about Petsmart, especially their low prices.

I go to the PetSmart in Onalaska, WI. Love going there and love to pet the other dogs that come in there to shop. Staff are generally pretty good and well educated but there was one clerk a few years ago that was nasty a lot of the time. Glad I don't see that one anymore around there. I like that they have a little place near building where the dogs can go potty during the visit to the store. That's convenient for the dogs. Mine usually has to go potty while there. Though I don't bring her in every time I go there if I just have to shop for dog food. I'll bring her in though if I shop for other stuff though if I don't want to do a quick run in and out of the building and I plan on staying for a bit. Love the layout of the store, nice staff, and always clean.

Not all pet stores are a chain store, and not all chain pet stores are alike, even for PetSmart, because it's the people, dum me.

I had to release my dear friend, a little chihuahua. Marvin.

He entered our home when my wife brought him home from a chihuahua rescue home after losing our "Lady" to heart failure. He took to me from our first meeting. Then my wife took seriously ill, and had to be hospitalized the rest of her life.

This placed little Marvin in a pickle. I was not home much, so for his needs I decided to give him a new caretaker. I went to PetSmart with him in his carrier. They said they would likely have a new home soon.

That same day a widow lady whose beloved dog passed came to the store, fell in love with Marvin, and left her phone for me.

I love the caring way these local PetSmart employees care for our pets, and us.

This is Lily, my female German shepherd, she started going to Michelle's training class when she was just a little pup. We ended up signing up for private sessions because she started showing signs of being anxious, over protective, and stress. One hour with Michelle made a big difference in improving her reaction and attitude towards her surroundings. Michelle will make sure the dog is very comfortable in their environment and often gave breaks if Lily showed signs of distress. Lily doesn't bark at people or attempt to lunge towards them anymore. Michelle also recommended a easy walk leash for Lily. It made a big difference during her day to day walks as she no longer pulls and stands by my side. I strongly recommend Michelle to anyone as she is wonderful, patient, and knows what's best for the dog's mental growth. Continue what you're doing and keep up the great work. Thank you for helping Lily.

Made an appointment called me an hour before to cancel reschedule for the following week for Chihuahua and English bulldog that same day I get a phone call to reschedule for an early time which I had no problem appointment was for 4:30 she called for 3:00 left a message on my machine I get there she told me my appointment was at 3:15 I told her no you called it's at 3:00 give me an attitude and said you're going to have to wait I said 3:15 so I waited 25 minutes with my dogs then she comes back and tells me I only have an appointment for your Chihuahua I don't have an appointment for your English bulldog I told her I called and I made for both dogs again she gave me attitude then she's typing up stuff and said do you have your dogs vaccine only ask for the English bulldog did not ask for the Chihuahua I told her no both of my dogs haven't been there but why did she only ask for the English Bulldog was she afraid of him she did not ask for the chihuahuas vaccine for rabies it was all a big mess up and I was very upset because I had to wait 25 minutes and then they did not to get their priorities straight they were all over the map and the girl that give me a lot of attitude I would recommend no one will go there for their dogs

I had a little Yorkie for 13 years. Tippy Toe was his name, but I called him pie, because he was so smart. Like mathematical pi. My Yorkie was so spoiled that he knew when I was supposed to spend time with him. After working all week he knew when I started cleaning that this was his time. If I left the house on the weekends to go shopping he would tear up my laundry basket. He was trying to tell me that it was bath and brush time. Since I wanted my dog to have the very best I shopped at Pet Smart. They have anything a pet could need. I use to buy dog lollipops. They where rawhide sticks with an imitation type peanut butter that he loved. At Christmas my dog had a stocking that I would fill with all kinds of goodies. I bought his Iams Purina dogs food there in bulk bags for a very reasonable price. I also purchase shampoos, grooming supplies and his little collar there. My dog passed away 2 years ago But I still tell all of my friends about this store. They even had candies for dogs. They where a sort imitation vanilla and chocolate drop that he loved so much. I bought him the cutest little sweater there. It was red with little black colored bones all over it. My tippy was like a little person I spoiled him with all that a dog could ever dream of having. I found a really cool bed there that said I am the king, all over it. Tippy would always sleep upside down on his back. I think he was so comfortable in his little bed that he actually snored so load he would keep me up at night. Pets Smart offers savings on all kinds of things for your pets. They are a really cool store. If there is one near you they even let you bring your dog in and give away free treats to your pet as you leave the store. I hope this helps pet lovers everywhere. http://www.petsmart.com

This is happening frequently; I have 7 cats and a dog. Pet Smart store near me never carry 5 cases in stock that I need each month, forcing me to use autoship to get 5 cases of wet cat food each month plus benefits of discount.

I kept getting poorly packaged food, loose cans all the time. I get maybe 3 cases and 2 cases of loose cans. wtf? I don't like loose cans in package.

Cat treats damaged and scattered all over the box, several cans were bent and broken open spilled wet food in the box.

I have complained to Pet Smart almost each month complaining of poor packaging, and I get replacement or refund. I am very tired of complaining each month.

Don't Pet Smart TRAIN employees how to pack properly? Disgusted!

WARNING *** WARNING***
DO NOT USE
PETSMART GROOMING

Reference # A

Theres a reason why Petsmart only has a 2 star rating on the internet.

We brought our 2 poodles into Petsmart for basic grooming haircuts on Friday June 8,2018... Our dogs were perfectly fine when we dropped them off for their appointments, but when we picked them up they looked completely dazed and traumatized for good reason.

I received a phone call two hours earlier than expected from Petsmart stating that they had finished with my dogs haircuts and that I should pick them up immediately. When I arrived, both of our dogs looked awkwardly nervous and completely shaken up.

Bellas haircut was horrible (photo attached) she had a large strip of hair that was missing off of the top of her head that was obviously clipped off by accident a lot shorter than the rest of her hair which was extremely short to begin with.

The staff and management stated that the strip of missing hair off of the top of her head was a result of Bella having a cowlick. Our vet later confirmed that there was NO cowlick on Bellas head, and went on to say that it was only a mistake made by the groomer who had clipped Bellas hair.

After noticing the strip missing off of the top of Bellas head, our attention quickly shifted to our other dog Zorro. His haircut was totally blotchy and completely unfinished. After asking what happened to his hair, the manager of the grooming dept stated that Zorro had Hematoma in his left ear and further stated for that reason alone they were unable to continue on with his haircut.

MORE LIES...

Just a few days later during an appointment with our vet, she confirmed that Zorro had no visible signs of Hematoma in his ear, and stated that if he actually did while receiving his haircut on Friday June 8th, it would still be noticeable/visible for her to see on June 14th.

THE STORY GOES ON & GETS EVEN WORSE!

Shortly after arriving home with our two dogs from being at Petsmart, they both started looking clued out, dizzy and in a big bubble. Within a couple of hours Bellas eyes started to swell and Zorro began to throw up repeatedly while both dogs had diarrhea throughout the entire night(s).

I contacted the vet the very next morning and explained what had occurred thinking that the dogs may have experienced some side effects from the rabies shots that they had taken just a couple days earlier on June 6th.

The vet confirmed that the symptoms were not related to the rabies shots, and if they were the symptoms would have been noticed almost immediately or shortly thereafter of receiving the shots.

The vet recommended that I bring both dogs in for an examination to further look into the symptoms, and to figure out exactly why they were throwing up and experiencing diarrhea and looking completely lackadaisical.

I thought that it could be possible that both of our dogs may have picked up the flu; so I thought I should just wait it out for a bit just to see how things would progress. The symptoms resumed, so we brought the dogs back in to the vet on June 14,2018.

After our vet conducted her examination and bloodwork, she asked me if our dogs were venerable to any chemicals etc at home that the dogs could have been able to access for them to eat or drink?... (the answer of course was NO!

The vet stated that it appeared that our 2 poodles could have either been doped or poisoned based on the symptoms that both dogs were experiencing. (Keeping in mind that Bella and Zorro were perfectly fine prior to dropping them both off at Petsmart)

Bella started to feel better on the third day, she stopped throwing up and her eyes were less swollen and her behaviour was slowly returning back to her playful self.

Zorro on the other hand couldnt seem to shake it off and continued feeling extremely sick with ongoing symptoms.

While at the vet, the veterinarian completed comprehensive blood work on Zorro after examining him. She then recommended a prescription known as Cerenia to prevent Zorro for constantly throwing up, so that an antibiotic called Metronidazole could fight the infection that was causing Zorro to be sick. Also prescribed was a Pro-biotic known as Fortiflora.

UPDATE AS OF JUNE 27,2018

Petsmart has accepted responsibility for lying about Bellas cowlick and refunded the full amount for her haircut in the amount of $ 89.27 (which was far more expensive than other groomers to begin with)

Petsmart has also accepted the responsibility for lying about the Hematoma in Zorros ear by refusing payment (for whatever unexplained reason, something obviously occurred in the grooming department at petsmart that had made both of our dogs sick, this is why they probably wanted us to pick them up 2 hours earlier than expected. (And Of course they blamed it on our dog Zorro having Hematoma which we now know never existed to begin with according to our vet).

We think that the management at Petsmart knew something that we didnt; and wanted our dogs out of their possession immediately knowing in advance that they were getting sick from either being doped or from eating or drinking something toxic in there building while being in their care.

MEDICAL BILLS...

Petsmart has refused to refund the amount that was incurred by the veterinarian for the prescription medications which totalled $315.38 (Even though they promise that if a dog is injured or sick in their care that they will cover the full costs and would send the dog to a veterinarian immediately...

THIS IS NOT TRUE (More Lies)

The regional manager wanted me to go out of my way (like having to drive back and forth to the vet and stay up all night with my dogs to make sure that they were okay wasnt good enough) and to provide her with full disclosed of my dogs medical file at the veterinarian before they would even consider providing me with a refund.
(Plus the regional mgr stated that if they ultimately decided to provide a refund after review of the medical file, it would take an additional 4-6 weeks until a refund with be presented.

(WHAT A JOKE, they want to be able to review your Vets full medical file on your dog in case your pet dies to protect themselves, and if he doesnt die then they just decline your request for a refund and say it wasnt their responsibility)
NOT HAPPENING, THEY WILL NEVER RECEIVE PERMISSION TO ACCESS MY DOGS FILES AT THE VETERINARIAN so that they can play safe for their own benefit!

LOSE LOSE SITUATION...

So I called Petsmart head office hoping to address my concerns with a senior manager but they provided me with an incident number saying that a progression manager would contact me back within 48 hours.

So... 5 days later the same regional manager from the same location that I had the problem with contacted me back, really?

I wanted a head office manager to call me back, not the same manager that I had a problem with to begin with... why did I spend an additional 45 minutes out of my day to explain my complaint over the phone with a representative of Petsmart if theyre only going to forward my complaint back to the same regional manager...

BACK TO SQUARE 1...

So listen people, I would rather write this crappy review on Petsmart and take the chances of not receive my money back back from Petsmart if I cant actually address my complaint with a senior manager.

Soo... at the very least, other potential customers considering using Petsmart for the first time like I did; will know what theyre up against with a very unprofessional company.

Because of this bad experience with pet smart grooming, I will never shop at their store again for food or other supplies.

IN CLOSING...

They could have been honourable and paid my veterinarian medical bills at a low cost of only $312.00, but they chose not to, so hopefully they now loose thousands of dollars in potential business from customers that read this and other reviews that are on line.
(Which add up to a pathetic
2 STAR RATING)

DONT BE FOOLED...

Sure they have an impressive sales pitch when you call for details and pricing, but the final results are unsatisfactory to say the least from a corporate name in the pet industry that you would expect to trust.

If you love your pet, please dont send them to Petsmart!

Kyriakos V.

The Petsmart PetsHotel we dealt with is at 8695 South Park Meadows Center Drive, Littleton, Colorado ***:

We dropped our dog off on Friday night (8/29/14), booking his stay there until midday Monday (9/1/14). Since he's fed 1/2 of a cup in the morning and 1/2 of a cup at night, he would be dining on his meals while in boarding a total of six times or three cups worth (Friday night, Saturday morning, Saturday night, Sunday morning, Sunday night and Monday morning).

I, personally, packed his plastic baggies of food. 8 of them with 1/2 a cup in each. His 6 meals with an extra day worth of food for a worst case scenario where a bag got accidentally spilled or poured in the wrong dog's bowl or for if we didn't make it by the end of business on Monday and had to board him an extra night.

I also packed 4 baggies with treats in them. 3 bags, one for each night he was going to be there, with an extra "just in case" bag.

When we arrived, we gave the person checking him in very clear feeding instructions: our dog was to get 1/2 a cup twice a day, once in the morning, once at night. We also let him know that we had measured out the contents of each bag. So, in what we thought was the easiest of feeding instructions, one bag in the morning, one at night. We also showed him the bags of treats and told him our dog should get the contents of one bag each night either with dinner or before bedtime, whichever they could do.

Easy.

All the Petsmart employees had to do was dump the contents of a bag into our dog's bowl in the morning. Do the same at night. And then feed him the contents of one of the treat bags at night.

We picked our dog up on 9/1 as scheduled and were given the remainder of his food in the shopping bag theyd received it in. Which, of course, we expected. We EXPECTED two baggies of food and one baggie of treats. His extra just in case portions.

The first thing I noticed was that all four (full) treat bags had been given back to us. Annoying, of course, because the employees didn't do what they said they were going to do and didnt follow the instructions they were given and had told us theyd follow. But not the end of the world.

Then I noticed that there were four bags of food left.

FOUR BAGS.

If he had been fed according to our instructions, there should have only been a cup, or two bags, of food left.

Do you see how I keep reiterating the amounts? That's because what I thought were idiot-proof instructions were obviously beyond these employees. I want to make sure they understand (if they read this) this time around.

It was apparent that our dog had NOT been fed properly, especially since three of those four bags had more than half a cup in them. We later measured what was left and discovered that there were 2 1/2 cups of food left. We sent him with 4 cups. He should have been fed 3 of those 4.

Since the employees at Petsmart seem to be incapable of simple math, I'll go ahead and do it for them: he was only fed 1 1/2 cups of food. Over the course of three days. Out of 3 cups. That's HALF of what he should have been fed.

That's bad enough. Because our dog must have been starving. And, you know what? That pisses me off. That's negligent at best. At BEST.

But when my husband went back in (I stayed in the car with our dog) to find out what happened he was first told, by Manager Brea, that our dog had been fed right. He asked how much our dog had been fed each time. Brea couldn't give him a definite answer and just insisted our dog had been fed. Then she claimed that maybe the employees moved food around in the bags.

Aside from the very common sense question of "why would they do that when each bag was measured out?" there was also the glaring fact that there were 3/4 of a cup left in three of the four bags and 1/4 of a cup left in the fourth bag. It was pretty obvious, just from eyeballing it.

The manager insisted that she trusts her employees and they did what they were supposed to.

WHEN THEY FED OUR DOG ONLY HALF OF WHAT HE SHOULD HAVE GOTTEN.

What they were supposed to do wouldn't have left us with 2 1/2 cups of dog food and four bags of treats. Try again.

She had the absolute nerve to ask my husband what he "wanted her to do about it".

First of all, we wanted you to feed our dog properly. That would have been a good start. But since that ship had sailed and you'd already screwed up (and still didn't want to admit to it) how about showing a little concern that whatever procedures you have in place for feeding dogs (and who knows what else... do you also screw up dogs' medications?) aren't working correctly.

How about that?

Especially since when we asked for details about how much our dog was fed each meal you couldn't even tell us that.

So maybe some humility. Maybe a promise that you'd look into the policies to make sure this didn't happen to anyone else's dog.

Did any of that occur to you? Or was your disinterest in the proper care of our dog indicative of your disinterest in the care of other peoples' dogs?

Ultimately, we did get the cost of the stay refunded. Though, to be frank, I would have very much preferred to pay and have my dog properly fed.

My husband told them he was going to contact corporate to let them know what had happened and find out about Petsmart's procedures. The woman he was dealing with? Told him that corporate would just send the complaint back to her and the Littleton store.

Is that how Petsmart handles complaints from their customers? Redirecting the complaint back to the store that caused the problem to begin with? Is that how much you care about the consumers who keep you in business?

I hope not. And I certainly hope that employees who can't feed the animals properly or who can't properly manage their employees or who just don't give a crap about the animals entrusted in their care are properly reprimanded.

And then I'd hope that you review the policies you have in place for making sure the animals receive the correct food and treatment.

I'd also hope that that's not too much to ask. Because if these are nationwide policies, the same thing that happened in Littleton could easily happen in any of the Petsmart PetsHotels across the country.

Shame on your employees. Shame on their attitudes. Shame on their inability to follow simple instructions.

The trust a pet owner needs to leave their pet in the care of someone else? You know that trust? Yeah, it's gone. At least as far as Petsmart is concerned.

Absolutely disgusting and deplorable.

Update as of 9/3/14:
This was all bad enough. The Operations Manager, Britton, promised to "open an investigation." We got a call back on the situation and Britton stated that the food was right, that my husband wasn't even in the store during check-in (a complete lie, he was standing a few feet away with our dog, and when he told the Britton to check the cameras to confirm it, he got silence), and that I had agreed to the fact that the food wasn't measured and Petsmart was going to remeasure. My husband asked (again) for the paperwork and what it said because both of us saw the paperwork and all the things Britton was claiming wasn't what it said at all.

Britton claimed that, because his employees told him that our dog was fed right that it was so. He even told my husband that he was sorry my husband "was confused." Confused? No, we know exactly what you did (or didn't do in this case).

How DARE they say that I agreed that the food wasn't measured. I sent our dog with 8 baggies, each with half a cup in them. And I told them he gets one bag in the morning and one at night. Nowhere EVER was I told they were going to remeasure the food and I can't even fathom why they would when I told them it was already measured.

Aside from the fact that Britton claimed that our dog was fed half a cup twice a day on the word of his employees. Can any of these employees do math? Our dog was sent with 4 cups of food. He should have been fed 3 cups over the course of his stay (confirmed by the way, that's confirmed according to what Britton is claiming: 6 meals x 1/2 a cup). Somehow, when the food was returned to us there were 2 1/2 cups left. Meaning our dog was fed 1 1/2 cups. These people can't even keep their stories straight.

Initially I thought we were dealing with a bunch of incompetents. Now it turns out that they're also okay with lying.

PS: By the way, Britton and Brea, since you claim that your employees are telling the truth, why were ALL the treats we sent our dog with returned to us? There were instructions to feed him one baggie of treats a night. So did your employees do that right too? Are you going to believe them if they say they did? Because that would be a blatant lie.

I purchased a heat lamp and heat bulb online from and returned it the same day with my receipt and they would only give me a store credit. I had a receipt with my return and got a store credit for $47.50. I wanted the money returned to my account or the cash value not a store credit. They told me they could not because I used Pay pal. Where does it show that using my Pay pal account would only get store credit? I believe that I should get the cash value of my return or return the money to my account. Not get a store credit. Please address this. I have not used the merchandise Credit card. This is unacceptable and I would like to be compensated correctly.

Seresto flea collars are dangerous and needs to be banned.My cat had severe chemical burns and now won't eat. I had to take my cat to the vet. My dog ate the seresto flea collar and threw up blood. The collar will change from soft to hard material when ingested. It becomes so sharp like a knife. Seresto does not warn cutomers of these dangers. Canada already banned these collars and usa needs to do the same!

Attempted to purchase 6 cans of dog food online. It rejected my card twice but it showed up on my card twice as a pending payment. This has happened more times than I can count. From three different banks on three different cards. The only way I can purchase at PetSmart is through PayPal. I get the same song and dance every time something's wrong with the address. I guess every one of my banks is incompetent in the way that they put in my address. And only PetSmart has the perfect website that can detect it. Because I only shop online and this is the only website I have an issue with. Amazon, no problem, Walmart, HEB, Walgreens none of them give me the headache that PetSmart does. Does. And I've heard from store employees that they get the same complaint all the time. Well today was my last time Petco carries the same brand. I will now be shopping at Petco.

This company will cancel your order if you don't live within 15 minutes of the Petsmart you are picking up from, and not help you resolve. Just lets you sit there and stay mad. horrible customer service. I do want to add, btw, when you actually go to the store, the employees are stellar awesome! 10/10 on employee instore customer service. Online 0/10 because they cancelled my order, and told me to get a hold of my bank, and said they could request a special inquiry, and all this other BS. Never again, online. They are horrible!

Re: 24 can flats of canned cat food

As we use Petsmart to buy food in bulk (6 flats at a time, at least), having all the cans unwrapped is inconvenient.

When wrapped we can place the 24-can box on its end, position one can’s barcode out for scanning, and not have to lift it out of the shopping cart.

Now that all the flats are unwrapped we have to place them flat which means when we get to the register we have to:

- remove any bags of dry food and/or litter

- take each flat out one at a time

- place them on the checkout counter

- place them back in the shopping cart before paying

On 10/25/2023 I bought the above product at Ace Hardware in Canyon Lake, Tx (Sattler).

I have a complaint about the design of the nuts that are used to attach the top of the carrier to the bottom. It appears that the nuts are UNTHREADED and SHALLOW making them virtually impossible to fasten tightly. Having no threads, searching for a starting point useless. An explanation of the difficulties to be encounter would at least remove the frustration of trying to find the threads that don't exist.

Since there seem to be better products out there, I'll be returning this item to the store where I bought it

PetSmart groomers do NOT do well with curly-haired dogs.
They call a tightly curled hair texture - matted! And they try to comb through curly hair with a small tooth comb! Anyone with this type of hair knows that you need an (afro) pick to comb through curly hair.
(And, you need to put your hand - between the hair and skin, as you comb it)
So they call the dog's hair MATTED because they don't know what to do with it!
DON'T TAKE YOUR POODLES AND DOODLES TO PETSMART. Unless you want them shaved bald!