PetSmart
reviews and complaints

The Pet Smart Store on Route 40 in Catonsville Maryland has ruddness problem My Dog had an appointment today 5/15/21 at 9 A.M, and when I arrived with my dog there was no one to check her in nor answer the phone and then Rachel came and answered the phone not once but twice not acknowledging that I was there until she finish all of her conversion with both her phone calls then processed to say she would get my dogs grooming I waited and when she came out by the way her name was Cyn she ask was my dog was getting done because she said who ever put my dog on the schedule didn't make note I ask if she was new and with an attitude she reply I have 35 years of experants and she was looking for an argument so I said I just go elsewhere and get her done. I am not letting someone with that kind of attitute do my pet. I Then came home and called the store ask for store manager who answer and said her name was Kelly and I explained the problem with Cyn and that I had already waited 2 months to get the appointment I would like to see what could be done and she told me that I shouldn't had left I should have ask for another groomer but she would give me to the manager of the grooming department who by the way was Rachel and when she got to the phone she was as rudd as Cyn and told me that Cyn was the only one qualitfied to do my dog and the next appt. would be on 6/4/21 which is a Friday. not good enough should have been done today or on Sunday.

Q: is it petsmarts policy to not call customers as promised?

A:yes, most definitely, they could care less about proper communication skills with the customer.

I recently made an appointment to get our two little dogs groomed at the dublin ca store.
During the phone conversation I explained to the person booking the appointment that one dog has a medical condition in which she cannot be vaccinated for rabies. The person told me there were no exceptions, but she would talk to her manager. After a brief hold she told me her manager would speak to the store managers and someone would call me back with an definitive answer.
I never received a phone call but persmart did send me confirmation of the appointments the next day and the day before sent me additional confirmation the appointments were booked.
The day of the appointments upon arrival and showed the the paperwork from the veterinarians documents explaining the dogs medical situation and reasons why vaccinations was not recommended the petsmart staff refused service for one dog with medical issues.
My biggest complaint is the lack of customer care in that this staff at this store was too damn lazy to pick up the phone and make a call to tell me well in advance that the would not service the sick dog.
I rearranged my entire schedule for three days, taking a day off work with no pay to get the dogs groomed.
Petsmart lacks proper customer relationship skills.

First I go into petsmart with my husband and 2 dogs, one 12 pound dog was on a leash and the other 3 pound dog was in my arms. I was informed that there is a leash policy at which time I explained I was there to buy a harness for her because she could not have things around her neck and I would not put her down. I was rudely informed it didn't matter and she puts a leash around her neck. I say nothing and loosen it as I walk away. I go do my shopping spending over 100 dollars and get to the checkout where I want the sales price but didn't have my email and told again no email no sale price. I then went to petco and they were more then happy to have my business.

I live in Texas where the Mask ban has been LIFTED, But NOT in your store. You are violating so many of my civil rights I dont know where to begin. I am currently looking into bring a class action law suite against Pet smart if you do not respond to this message. The mask ban has been lifted in Texas!
Get rid of your mask requirement of face legal action!
And I wont be shopping at your store until you do. I spend about 100.00 per month in your store. There are tens of thousands of people just like me that feel the same way I do. That is going to be one hell of a drop in your business if you do not take immediate action.

We've been steady customers of Petsmart for nearly 30 years. I've always taken our smaller dogs into the grooming department for a nail grinding on a walk in basis. I'm sure I've seen signage in the store welcoming walk in business. Tonight 4/2/21 I took my AKC registered Rat Terrier in for a nail grind and the young woman at the front counter was anything but welcoming.

She asked if we had an appointment and I told her no. Then she asked what I wanted and when I told her, then she asked how old my dog is and I answered 5 months. Then she tells me that "because of Covid we require an appointment for all services".

Then it gets even better. She's in a mask but her tone was condescending. "What kind of do-o-o-g is that? A Rat? Terrier?"

Then she tried to schedule us for tomorrows as "tomorrow is wide open". I gave her my cell number, no results. I gave her our home number and she spent a lot of time looking at the computer even shielding it from my view; only to tell me that we haven't been there before. I told her my pup had a puppy bath and nail grind around the first of March. Then she tells me that "no, not here". Well yes, yes we did.

So now that she's called me a liar she suggested I might have the wrong store. So now I'm confused too. A confused liar is no way to be.

Then she offers that "Regardless, we need to see his Rabies Certificate." I told her I showed that when he had his bath and he has his Rabies tag on his collar. That's when she told me that "Yeah no, we need to see the certificate because those tags can be transferred." Because what else have I got to do but switch Rabies tags.

Don't know if it was my appearance. I just brought him in after work. Or whether she doesn't like her job or if one more nail grind was just too damn much to ask.

I told her to cancel any appointment for tomorrow. I'll buy a dremel grinder and do it myself. Actually we had one here at home that I'd forgotten about.

There were two employees in the salon up front. One dog on a table and no one else waiting.

He's a five month old puppy who needs, collars, and harnesses and leashes and food and treats and baths and training which we'll be getting elsewhere.

Our phone number is [protected] you can check for yourself how much I'll be spending at Wilco/Amazon/Franco's from now on.

On 3.16.21 I recvd a call at 10:47 to schedule an appointment for my dog Lucy I have been bringing there for 4 years. The appointment date was scheduled for Sunday 3.28.21 at 2pm. When I arrived there were 3 employees in the grooming department. I was told that Lucy didn't have an appointment and that I probably called the wrong store! I explained to them I didn't call that someone called me. I haven't brought her in a while as my dad was sick and had surgery. The ladies tried again to look and told me no Lucy didnt have an appointment. A heavy set black woman was grooming a dog and said when you come next time. I said excuse me? She said next time we can give you a discount. I said nope! I have being coming her for 4 years, I HAVE NEVER made an appointment at the wrong store and you need to figure it out. After waiting another 5 minutes, I went to my car pulled up the phone log on 3.16.2021 with the incoming call from the Grooming department at 10:47 am and went back in to find the store manager. I found a young man who said he was one of the managers. I told him I needed the corporate office address, and I needed to know who worked on 3.16.21 at 10:47am in the groomers as I was making a complaint. He said he didnt know but would ask the other manager who was ringing on the cash register. When he asked him for the schedule for the information I needed he said why? He said this lady here needs it. He told him that I can go ask in grooming and dismissed me. I said excuse me you are the manager? He replied yes. I SAID WRONG ANSWER FROM YOU! He rang up 2 more customers and ignored me for almost 2 minutes standing there AND THEN turns to me and says ya know there are only 2 of us working right now. Really? How is that my concern? What does that have to do with me and my issues right now which you never asked me about. I explained everything and he gave me a number of [protected] and that was it. I asked for the corporate address, and who worked the schedule on 3.16.2021 at 10:47am. He now tells me Maria and Geo worked that day but I don't know who called you? He hands me the paper and walks away. I asked another employee to hand me her pen so I can write the 2 names down which he didn't and to get his name which is Evan. HE NEEDS CUSTOMER SERVICE TRAINING AND SHOULD NOT BE A MANAGER! He has zero management skills. Watch the video to see how long he ignored me at the counter. I have the screen shot on my phone from my incoming call to prove the grooming department called me to schedule the appointment. The answer the ladies gave in the grooming department, WRONG! Everyone needs an re-education! Everyone! You have just lost a customer of 4 years.