PetSmart
reviews and complaints

My name is Dawn DeWitt and I am a customer at PetSmart and Banfield. I have 3 dogs and a cat and I am continually going to Banfield with one of my pets.
A year ago I went in to Banfield with one of my pets and sadly I had to put her to sleep, your employee Edna Morris stood beside me the whole time and consoled me while I was doing this.
When you go in to PetSmart, Edna is always saying welcome to PetSmart, thank you for shopping, I have been into Banfield recently because my 12 1/2 year old dog is not doing well. Since you let Edna go there is no one saying welcome to PetSmart, thank you for shopping at PetSmart NO ONE IS SAYING THIS.
I am appalled and disgusted that you did this to a phenomenal employee and I feel that this Alicia is a disgust to this establishment.
I want to see her fired and bring back Edna because she was the rock of employee and was phenomenal at her job.

I want a response back and I want Edna to get her job back. She is energetic and responsible in her job and no one should shout in someone's face that they are dumb, stupid, ignorant or anything of those words.
Alicia walked away and didn't help Edna in anyway, as a matter of fact Edna helped the young boy out of the situation, because he was so upset

Dawn DeWitt
[protected]

I made a appointment for my dog to get her nails done today and I got there dropped her off and I waited for her in the store the gal that did her nails said it would be 5 minutes and don't leave the store I never leave the store I waited a long time so I waited on a bench next to the groomers she came out saying that her nails were to long to cut I don't drive this is the second time this has happened I will not bring my dogs back to that store very poor service .Close it down.

There is a separate room at the PetSmart location I got to where you can visit the cats. I tried entering, but the employees locked the door on me. An elderly woman came out and told me they do not do casual visits due to COVID. They had a sign that did not mention anything about appointments and it posted visiting hours(I arrived during visiting hours)

I took my Yorkie for grooming. I was told to call back in 3 hours to see if she was ready. I went back in 3 hours because there was only one pet being groomed at the time. I arrived there were 2 groomers at tables. One had a dog on the table. Turned around talking on phone. Never acknowledged that I was there. She got off phone after several minutes. She gave my husband a paper to go to register and pay. I had to wait for other girl to go get my dog. When I received my dog. I just stood there in shock. Her body had been cut with clippers with gaps to the skin in several places. I was highly upset. I asked what they did. Both just stood and looked at me. Her face and ear had some chopped places but did not appear to be washed or cut. My husband returned back from paying. One girl said look at policy if your not happy you have to say something before you pay. Buy this time I was irate. My husband urged me to leave before I did something to be arrested for. I took photos as soon as I got into vehicle. I left a response on the store site and also on Facebook. I received messages in Facebook saying someone we ould contact me from store shortly. I received an email saying stating they hoped they could make this right to bring my pet back to store. I replied that I would not subject my pet to that punishment again. She is a 4.5 lb Yorkie with cuts and nicks. I definitely wasn't taking her back. I paid $50 for this. I received a Facebook message asking if it was resolved. I told no. They said that manager said he contacted me and they would escalate it with someone. I have heard anything back. Also after this my dog had fleas and eye infection. No one of apologies or anything.

Paid groomer for full service of my pet. Groomer neglected to cut "dew" claws which caused an infection necessitating my spending more money with the vet.

My dog stayed at PetSmart for 10 days, When I picked her up she looked miserable, lost 5 pounds, she was dirty smelled like dog urine. PetSmart asked for treats toys and a blanket, which wasn't given to her, the packages was still sealed and unopened. I got in return a sick dog. I took her to the vet, she was diagnosed with a respiratory infection, she got when she was under their care.
I paid $800 at PetSmart and $1300 at the vet.

On June 15, 2021 I had my dog groomed at PetSmart. I only wanted a short cut but the shaved her completely claiming she was too matted which is not true and I have before and after photos for proof. They also charged me twice the amount for the service. Since she was groomed she was constantly scratching her ear. I just came from the Vet and she has an ear infection due to the fact that the groomer did not pluck the hair inside her ears.

I have emailed PetSmart twice and I do not get a reply.

I was in the store today no help with anything, no one around to even assist with any questions, the checkout was a waiting game and the checkout person says well can I help you; she didn't even know what day of the week it was. Now come on is this the way you operate this store...

Back left corner is smashed. I have fish waiting at my other home that need to be moved so I can show my home. Took 8 1/2 weeks to get a broken one, and I need it ASAP. Not a happy customer. By the way my fish are salt water, very delicate, and I have already lost $200 worth of corals due to lighting not being adequate since I am not there morning and night to turn them on and off. If the fish I have die, it will be an additional $500 replacement.

Made an appointment(Delran, NJ) for full grooming. The day before received call asking if dog could arrive one hour earlier. Advised Pet Smart worker that attempt would be made to leave work earlier. However, I still needed travel time to return to area, pick up dog and drive to appointment. Response, it should be fine when you arrive. Appointment changed from 3:00pm to 2:00pm and we arrived in the store at 2:05pm the next day.

Waited outside grooming space for another customer to come out of check in area due to COVID requirements. Walked in with dog after pet owner completed check in and was told my scheduled grooming appointment couldn't be completed due to a tight schedule.Time was 2:15pm when other pet owner exited check in. So, my early leave from work, drive, pick up and arrival were a waste of time!

Spoke to manager, but she gave no support or alternative. As a result, other grooming alternatives are underway and going forward my pet will groomed, but not with Pet Smart. Poor service and leadership displayed and experienced!

[protected]---Escondido---Groomers

Suggestion/complaint-
Had Gretels nails clipped, ok job, only a few minutes. BUT - the girl going over an admittance for with me, spoke so rapidly while reading disclaimers, that I had to stop her and say "what" 3 times.

I can understand busy, but I don't want to be rushed, That fast talk is very rude and disrespectful. Slow down, talk nice, English is your first language, Customers pay your salary, NOT the store.

On 5-27-21 I dropped off my dog hunter for a examine at Banfield I asked if they could trim the hair around his eye. Well who ever groomed him did a absolute horrible job. The area trimmed is uneven and his skin is very irritated above his right eye I can't believe I was charged 36 dollars for this. Iv had this done before and never seen it come out this bad. I will never ever use petsmart for any grooming needs.

I usually take my dog to the Petsmart on 41st and yale location, this is a great store. Unfortunately they had no appointments available this weekend so I made an appointment to get my dog groomed at the Tulsa HIlls location in Oklahoma. I always put in the comments when I book the appointment not to use the hairdryer because my dog will have seizures. I took my dog in today for his appointment and they tell me that they cannot groom him because they can't use a hairdryer and it will take longer. They said something about it be considered an express? I have never had an issue with this at the yale location I just make sure to give them plenty of time to groom him. Tulsa Hills doesn't seem to know how to handle dogs with special needs. A couple of years ago I took my dog to this location and had put in the notes not to use the hairdryer and they did and my dog ended up at Banfield vets because they did not read the notes. I'm apparently not the only customer that has had problems with this location. This location really needs to educate their employees on handling dogs or think about hiring more knowledgable people who are comfortable with working with all dogs. If this was going to be an issue I should have been contacted before my appointment, but then they don't read the instructions customers write. I've already put the word out on this location. If you value your dog do not take them the Tulsa Hills location.
I will say the 41st and yale does a great job and takes good care of my dog.
It's a shame your locations can't be consistent.