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4.3 3046 Reviews

PetSmart Complaints Summary

96 Resolved
542 Unresolved
Our verdict: With PetSmart's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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PetSmart reviews & complaints 658

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3:48 pm EDT

PetSmart online shopping

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!

Claimed loss: canceled orders

Desired outcome: I just wanted to place an order, and pick it up at the store. They did everything they could to prevent that from happening.

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1:54 am EDT

PetSmart Unwrapped flats of canned catfood

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

Desired outcome: No more than 2 unwrapped flats at a time is reasonable.Leave the ones in the back wrapped until the un wrapped ones up front are exhausted.

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3:11 pm EDT
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PetSmart pm pet porter 24 in fash 15 to 20 lbs

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

Desired outcome: That you thread the nuts and make them deep enough to accommodate the full screw length.

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6:42 pm EDT
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PetSmart - Reptiles

Every Petsmart location I've been to doesn't offer quality care to reptiles, especially chameleons. The reptiles are put into small enclosures that aren't suitable for them. The reptiles don't receive the proper humidity requirements or heat requirements. The reptiles aren't even getting the correct food that is consistent of their normal diet. I've...

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5:24 pm EDT
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PetSmart - Banning

Hi there, I'm definitely not going back to Newmarket's Grooming location. I was told that my dog was having a hard time with the groomers trying to take him out of his cage AFTER his groom was over. They were aware of him not liking his nails cut, but still took him. I get it, he was stressed and they said that I should take him to a private groomer...

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2:02 pm EDT
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PetSmart - Grooming

Saturday Oct. 7th 2023. I took my nine month old mini sheepadoodle into the Corvallis Oregon Petsmart for grooming. She was overdue for grooming as she was spayed on September 23rd. Full disclosure when the groomer looked her over she stated she had a few spots that were matted and told me she would need to cut pretty closely. I took away from that, that...

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11:58 am EDT

PetSmart Grooming

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!

Desired outcome: Learn how to see and comb curly haired dogs. START USING A PICK TO COMB THERE HAIR. And stop calling the hair MATTED.

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9:35 pm EDT
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PetSmart Tropical fish /customer service in fish dept

On 09/12/2023 at about 130/2pm I went to the store I have gone to for years on bell and 7th ave never had a problem until of this day. No one was on the floor at the time and this other customer said you have to push this button to get service. Are you kidding me! So... I pushed the button, and this guy comes out of the office and starts by asking me what kind of fish I want how big is your tank etc, etc. I told him I want three fish; is like he was not listening to what I wanted because he told me that every fish in your tank is 2 gallons of water well, I told him I have a 20-gallon tank and he started adding up the fish and per gallons. So, I asked him you not going to sell me fish and he said no I was pissed all I wanted was three fish, and he took it and ran with it saying this fish will get this big ect. If he wanted to sell me a bigger tank I might of been talked into it but how he was in probing info and telling me how it is his info is wrong, look on the internet one inch of fish per gallon and a lot of factors goes into it. My tarta are not even an inch long and sliver one is maybe an inch. Thankk you m walsh

Desired outcome: to have him take a learning and educational course on tropical.fish before he says any thing to a customer

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12:26 am EDT
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PetSmart Selling sick fish

So i started up my 55 gal about 3 months ago, and since then all the fish i have bought from petsmart alone have all died or are going to die from a very common fungal diseases. And i have even asked the manager at the hurst texas 76053 location about it and they immediately confronted me with rudeness and attitude. They get trained with these things but yet still dont educate me about it and will keep selling me sick fish. The last time i bought fish from there they literally died in the bag before i even got a chance to put them in the tank. And now i have to start all over and get another heater and filter. I also have to throw out all my decorations and gravel. And also all theyre betas look sick as hell like they dont even take good care of them and they even try to get u to get a way too small tank for the beta if u buy one.

Desired outcome: They literally need to get closed or get hit with violations this is straight up animal abuse

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6:44 pm EDT
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PetSmart Cat food order placed in error. Not at all Happy

Placed 3 phone calls while attempting to cancel an order just placed.

Date: 9/8/20023 order placed in error by non-account owner.

Placed 3 phone calls while attempting to cancel an order and was hung up on each time I requested to cancel order #[protected] for Fancy Feast 48 cans.

It appeared when mentioning canceling the order the phone was disconnected.

I believe one of the representative's names was Maurine.

Desired outcome: I want the order canceled ASAP!

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9:25 pm EDT
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PetSmart Banfield services

My dog was attacked under Banfield hospital care on 3rd august 2023. The DVM Mary Kate cone refused to care for my ESA.

I was then contacted by Caitlin Burke who said I would be reimbursed and could get the care for my dog at a hospital of my choice. I went and got my dog a urgent care that cost $350 and then a follow up comprehensive for $450 as well as a dental bill of $2000

Now the Caitlin Burke has refused to make the payment for the bills claiming that she only meant to cover the urgent care and did not see why the other bills will be covered.

Desired outcome: Payment of all the bills plus refund of 12months of payment of the comprehensive plan

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12:36 pm EDT
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PetSmart Grooming

I have been bringing my dog to the groomers at the Petsmart Plainville location for a few years now. When I dropped my dog off, it was understood that she is an aggressive dog. After I told the groomer that, she said she understood, after reading about the aggressions in past sessions. However, the groomer called me approx. 30 minutes later telling me that my dogs grooming session was being cancelled because my dog was aggressive. When I went to retrieve my dog it was suggested I give my dog a calming gummy should I want to reschedule. The groomer that was assigned to my dog told the other groomer that was there to retrieve my dog because my dog liked her better. Prior to my leaving, it was suggested I reschedule with the grooming manager. The reason I switched groomers is because the prior groomer "Dina" is no longer with the Plainville, CT Petsmart. I want Dina back.

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8:52 pm EDT
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PetSmart Alienating Christians

Your determination to destroy America is failing, as your business. Please STOP DEI and apologize. I am a activist for Christian beliefs. I recently changed my stock holdings to tell Marxist businesses like you to stop or suffer financial loses. When I complained, I was quickly shown the door even though I never raised my voice or made a disturbance. The violated my right to free speech.o

Desired outcome: Stop DEI in the company.

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11:05 pm EDT

PetSmart Improper charge and disrespectful representative

I had a 20% coupon was expiring and called the store manager to see if it would be honored. I said I would be in on Tuesday for senior discount, and asked if my coupon would be honored. Both Garrett and Alysa said yes, and that it would not be a problem and they both were extremely nice. I dropped off my two dogs and waited Tuesday evening for the dogs to be groomed. No one informed me that the coupon would NOT be honored, and the salon manager went behind my back, and told the front desk NOT to honor the coupon. When the dogs were finished, the front cashier, Lindsey, denied the coupon and was very, very disrespectful. I explained that I had been promised by the store manager that my coupon was to be honored, and that I could have come in on the weekend, at my leisure, instead of being there late at night, and it would have been cheaper by using the coupon! She said well the salon manager told me NOT to honor the coupon, and I don't care what else you were told, and I am here late too and I have a job that I have to work ...just like you!@@@@@ DRAMA!

Desired outcome: Apology and the 20% discount AS PROMISED.Barcode no. [protected] [protected]

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2:49 pm EDT
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PetSmart Grooming

I have used Petsmart for my pet grooming since 06/2011, never had a problem until my second pet. I went to get my Cocker Spaniel groomed, they stated besides the grooming, they now charge a de-scrissor/de-matting fee of 20.00. How in the world is my dog hair dematted when we brush her daily, when I say daily that exactly what I mean. If she is getting a cut & wash, why is there an extra charge. Never will I ever go there again, NEVER.

The lady that overcharged me was Gracie, and Aury, both are con-artist. Petsmart has lost a loyal customer due to greedy managers.

Desired outcome: My De-matting fee refunded to me.

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2:40 pm EDT

PetSmart Grooming

Hello hi I’m a woman who has been getting my dog groomed for a while now I have a issue with your groomer Shadai Matthews she has been being rude to my dog talking nasty and grabbing him by his head we had an issue before than my neighbor of mines said they came there and instead of her paying for anything ms matthews agree to check her out and give her free things I believe ms matthews has been stealing from you guys facility she’s a major threat to the dogs and company i over heard she take the tissue cat food and dog things from the job take home to her pets she needs to be watch at all times I will never be coming back there anymore

Desired outcome: Talk with her and let he know this isn’t right actions need to be done

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6:25 pm EDT
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PetSmart Area de Peces

Este sabado pasado 5-8-23 pase por la tienda cuya direccion en 2255 Pine Ridge Rd Naples Fl 34109. Tienen un espleado de tes blanca y cabello marron que siempre que me atiende el, siento que no esta muy a gusto de atender personas latinas. Siempre se le ve que hasta se sonrie al verme hablar ingles. Ustedes tienen un letrero que dice que solo se puede tener un pez angel por cada 50 galones, algo que ustedes mismos no estan cumpliendo pues la pecera donde tienen mas de 12 angeles es aproximadamente de 20 galones. El empleado que no se su nombre pero estaba el sabado en el area de peces y por la tarde no me quiso vender un pez angel por que tengo ya uno y la pecera es de 20 galones. Busque literatura y informacion y uno puede tener un pez angel por cada 10 galones. De todas maneras si yo le miento y le digo que tengo un pecera de 100 galones, el ni ningun empleado de Petsmart tiene como saber si yo le estoy diciendo la verdad. Le volvi a decir que queria el pez y el de manera hasta burlona me nego el pez. Si las cosas son asi, por que venden peces, ratones y grillos para alimentar a otros animales. No tiene logica ni sentido.

Desired outcome: Desearia poder ir a Petsmart y no tener que encontrarme con un empleado que demuestre desprecio hacia los latinos y sea mas humano. Ese dia mi hijo llego con animos no muy buenos por culpa de la actitud de su empleado.

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9:02 am EDT
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PetSmart grooming

I took my puppy to be groomed and Kayla Independence Missour said he hadn't had his rabies shot so they couldn't do it.Understand the dog is a toy poodle less than 4 months old.I called my vet and he said I can't believe they did this he can't even get a rabies vac until hi is 4 months old. I got all his vac up to date but as far as I'm concerned Petsmart just lost a costomer

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5:39 pm EDT
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PetSmart Feeder fish aka minnows

I had bought some minnows from pets smarta little while back that gave my gator parasites and I have him frozen in my freezer because how much I am attached to him and just don’t want to bury him and spent so much time with thought I sent my complaint in but never heard anything back I don’t know Maby I didn’t send it to the right email but call me at [protected]

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8:49 am EDT
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PetSmart Grooming complete services not rendered

I took my 4 yr old pomeranian to be groom at your Loganville Petsmart, I ordered the deluxe furminator pampering package. I did not receive any of the products that was included in this package deal. My Pom did not get her nails trimmed or her teeth brush, no bath fragrance or bandana as was included in the package, was not fermented and was wet when I picked her up.

Desired outcome: I deserve the same package grooming bundle for free for my pomeranian which I paid for and services not rendered.

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PetSmart Customer Reviews Overview

Petsmart is a popular online retailer that specializes in pet supplies, pet food, and pet services. The website has received a large number of reviews from customers who have purchased products or used services from the company. Overall, Petsmart has received positive reviews for its wide selection of products, competitive pricing, and excellent customer service.

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.

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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue with PetSmart in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with PetSmart.
- Include key areas such as transactions, nature of the issue, steps taken to resolve, personal impact, etc.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents but avoid including sensitive personal data.

6. Filling Optional Fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you seek.

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Follow these steps to effectively file a complaint or review about PetSmart on ComplaintsBoard.com.

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Phone numbers

1888 839 9638 1866 738 7375 More phone numbers

Website

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