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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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4:37 pm EDT
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PetSmart animal abuse

This is not a true complaint, but a warning. I have not witnessed any animal cruelty at this particular store, but as soon as I see or hear about any cruelty involving any of your animals, I am willing to send full complaints that could shut you down. I know and you should know about other Petsmarts nationwide that have treated their animals horribly. I used to always love Petsmart until I came upon a website about Petsmart. This website is called PetsmartCruelty.com and every page was fileld with information on the destructive acts against animals in those stores. If you would do so, anybody I know would be willing to go to court to shut you down. Please respond honestly about if your store acts this way and why, and if so please make an effort to help your animals.

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NC85
vancou, US
Dec 18, 2011 10:50 pm EST

Yes there is abuse in the salons! I have seen it in 2 different salons and I had an investigation going on people. Guess what...nothing happened! Those people are still working. Im freaking out! I have worked here for yrs and can not believe this is happening!

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Ex Employee
Concord, US
Apr 23, 2009 7:33 pm EDT

I worked in the PetSmart grooming Salon in Concord New Hampshire, and witnessed DAILY the mishandling of dogs and cats.

Dogs that where "trouble" where routinely choked, yanked around, and pinned (this was usually in the back room where they were being dryed.) muzzles were put on too tight. Terrifed dogs were force dried, and held down with muzzles on.

Breathing impared dogs (shi-tzus, bulldogs, pugs) where put under cage dryers, when it is against policy.

Dogs that refused to enter the large metal drying cages where shoved, choked and slammed into them.

One dog, a basset hound seriously ripped a nail.

Cuts and razor burn were common.. the smaller ones not even being MENTIONED to the owners, who, after being smiled at by the groomer, figured their "little Monkey" had a great time.

I tried during my time there, to come between MANY a stressed out groomer and terrified dog.

When I complained the managers found "reasons" to write me up. I wound up quitting in disgust after making a complaint to the VP, and hearing nothing back.

I now work in a private grooming facility that does not REQUIRE dogs to be done in an hour.

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rainbowshines
Wheat Ridge, US
Apr 22, 2009 9:55 am EDT

I worked at a Petsmart and saw how horribly they treat the animals, they had a conurd bird sitting in the cage for months going unsold because nobody in the store knew how to properly care for it and the manager didn't care. The bird was balded in many places, didn't have much personality, it looked very unhealthy and sick. Petsmart is very cruel when it comes to their fish, they let the fish eat each other in the tanks and wont bother taking the carcus's out, they always have unhealthy and half dead hermit crabs up for display with empty food dishes and they dont even give the hermit crabs two water dishes that they need, because they wont survive without fresh and salt water dishes. These people do not care what so ever about the animal or it's future, they only see the animals as products and they will sell the poor animals to the stupidest customers.

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6:05 am EDT
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PetSmart price match

Recently I went to my local PetSmart to buy pet food (which I have done for years and have spent thousands of dollars there). I had an ad from a competitor that offered a "buy one get one free" offer on canned Fancy Feast and Friskies. After spending my valuable time selecting the appropriate products and waiting in line when there was only one cashier available, the manager on duty, Doug, would not honor the price match. With a somewhat unpleasing attitue he stated that "he looked up the policy earlier in the day and the Company does not honor the buy one get one free price match". I told him that it has been honored before at this store. He stood firm on his decision not to honor the price match. I'm sure he was thinking I would purchase the items anyway. I'll be taking my business elsewhere.

The problem I have with this, is the same promotion has been honored in that store before by another store manager. I do not need to waste my time on 'willy-nilly' policy changes between store employees. If the policy has changed it needs to be clearly posted as they do not have a problem in baiting the customer with the price match offer just to rescind it when you get to the register.

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OverDose_25
Spring, US
Apr 05, 2010 12:13 pm EDT

Wahhh wahhh wahhh. I didn't get to use a coupon. Now I'm not
going to shop at petsmart anymore. Wow. Someone is a baby backed biotch.

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K1089
, US
Dec 22, 2009 11:02 pm EST

You have more problems than the price match. Those brands of food are horrible quality! Switch them to Wellness or Natural Balance.

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2:36 pm EST
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PetSmart horrible experience

A couple weeks back I stopped in Petsmart to buy some Natural Choice dog food in both dry bag & single packs for my dogs. As I was reaching in to get several packets of Lamb & Rice singles I felt a wet gooey substance on my hand. As I pulled my hand away this nasty foul smelling substance came with it & flung all over my purse & items in the cart. And I could see more of it over some of the other packets of different selections.
At 1st I thought it was diarrhea dog poop, but whatever it was it was far more foul than anything I've ever encountered. (Mind you I've dealt with a lot of bad nasty smelling things having been raised on a ranch. This far exceeded that!)
Upon making the sales help aware of the situation, they just told me to throw stuff in a cart. I had to them ask them where could I wash my hand, & they then directed me to use the stuff they have to clean up dog messes. It didn't help & I was getting more nauseous by the minute. I had to them ask where their bathroom was so that I could wash my hands. After scrubbing my hands 4 times, the horrific smell continued to linger, it was nightmarish!
Not the sales help standing around, nor the so-called manager, Justin, gave a damn that there was a horrible foul unknown substance on the dog food items! No one step forward to check it out or even clean it up! They didn't seem concerned that other customers would be exposed to whatever it was! There were no apologies, nothing!
When I got home I called Petsmart & related what happened while in their store. They were surprised & said that was not how they treated their customers, & thus would pass the info on to Corporate. Before that I had to wash my hands several more times to try & remove the horrific smell, 6 tries later & lemon juice finally removed it.
I finally got a return call from the head manger of their Irvington store. What a joke that was. I was made to feel that I might have overreacted & that upon his "inspection" he didn't find anything! Talk about a slap in the face. I then stated that one of his help & I described her had smelled my hands & drew back in reaction to it. Ask her I said. He told me he has over 30 employees working there & that he can't remember them all! (I think the poor man needs to find another career, as my husband has over a 150 some employees & he knows everyone of them.)
I still don't know what it was, but I have no desire to enter their store again after the deplorable, unprofessional, kind of, sort of half-assed apology & "we don't really give a damn" response by Petsmart.

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Linda5680
Tucson, US
Sep 30, 2012 5:52 pm EDT
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I completely agree about the poor customer service! There is something terribly wrong with the company culture--across the board. Here's what happened to my family:
My husband and I were shopping with our dog today at the Petsmart on East Grant Rd, Tucson, AZ, and had training treats to reinforce good behavior with us. We were suddenly approached by the manager and told to leave. He asked us no questions. He said, "You can't train your dog here. You'll have to leave the store." I told him that we visit the store every week to buy food and toys and that we always train him as we walk through the store. He said, "No, you'll have to leave. You can't train your dog here. It's store policy. We have dog obedience classes here and what you're doing is like grooming your dog in the back of the store, when we have a grooming service here." I said, "We aren't trainers. This is our pet, and we're only socializing him." He was relentless. He went on and on and seemed so agitated, as if there had been a slew of professional dog trainers coming in with clients and their dogs. Yet, he never asked us who we were, nor did he approach us with any kind of courtesy.
Finally, we put back the food we were about to purchase and said we'd never shop at Petsmart again. It didn't seem to bother him at all, but he did say that we could stay if we weren't professionals. I thought, Now why would I want to buy anything from a store that had a manager who would verbally accost a customer without asking any questions?!
It also occurred to me that dog trainers don't sell food. So, why would the store not welcome anyone who wishes to purchase store items and reinforce good dog behavior?!
The whole experience was a stunning example of failed customer service. This manager has lost the company thousands of dollars from a heretofore great customer.

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MonicaP
Louisville, US
Jul 17, 2009 3:26 pm EDT

Chuck, I work at Petsmart also and you really just help her make her point about horrible customer service by acting and talking that way. We, as Petsmart employees, should make the company look better by conducting ourselves in a positive outlook. By acting like a degenerate, you make the company look bad.

Sherrie, things will happen that we at Petsmart sometimes can not see. I do not think the way they acted, if the story is correct, is acceptable. There is alot of nasty stuff that some times gets overlooked or missed, and the company should try to quickly correct the situation. Come to my store and I promise you if I am working, you will be taken care of!

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cookiemonster
Beverly Hills, US
Jun 25, 2009 1:32 pm EDT

To Chuck Book - you have obviously missed the original point. Yes, there will always be messes like this in pet stores across the nation - HOWEVER, what the original poster is complaining about is the POOR CUSTOMER SERVICE and LACK OF RESPECT by the store management. To be dismissed the way she was after making a legitmate mistake is just terrible CUSTOMER SERVICE. And look who is calling the kettle black - why don't YOU move on with YOUR life instead of blogging about the bloggers like a whiny little ###! Sheeesh!

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Chuck Book
Norfolk, US
Jun 14, 2009 10:33 pm EDT

I too work at Petsmart. The truth of the matter is, the store is ALWAYS filled with dirty, disgusting things much like what was described above. Our store is located in Baltimore, MD and our monthly sales #'s exceed those of ANY eastcoast/mid-atlantic Petsmart. Needless to say, the store is constantly packed with customers (and, in turn, their animals, which many people choose to bring in). The comment regarding the fecal matter and urine outside and inside of the store is laughable. When you have 100's of dogs/cats walking through the store on a daily basis, it is inevitable they will do their business within the premises. Not only do we not know that it there always (as if we have some sort of ###/piss radar), but it is actually the owner's responsibility to clean up their animals' mess, which is the reason there are numerous "Oops!" stations located throughout the store. Come on now folks, it's a pet store. There is always going to be some sort of mess somewhere. We have rotten food packets on our shelves as well, filled with maggots none the less, which, if you've ever smelt maggots, they smell horrible. It is an ongoing problem throughout nearly every petstore across the nation, and I hate to say it, but no matter what anybody says or how high up the chain they climb in quest of a resolution, the problem will NEVER end. That's all there is to it. So suck it up, make your purchases and move on with your lives instead of blogging about it like a whiny little ###. NOBODY CARES!

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VintageLydia
, US
Mar 22, 2009 3:22 pm EDT
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chances are, since it was on/near the single packs, it was probably from one of the packs bursting and then going rancid. It happens from time to time, though the customer service you got was deplorable if you're being honest. I work at PetSmart and that's not how we are trained to deal with customers.

john7777
john7777
Louisville, US
Feb 23, 2009 2:51 pm EST

Come on Jason she had a real complaint. Ya the petsmart in Louisville KY, is also really nasty and after a year they quit caring about picking up the dog crap outside the store. You go into the store and there is animal piss everywhere. and no one caring to clean it up.

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12:32 pm EST
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PetSmart too many to list in this small spot

3 times in a row I made an appt to have my dog groomed at Petsmart, 3 times I have gone in and they don't have my appointment down. Even the manager made an appt for me and I took my dog in and walla! No appointment time for me again!

This time I was going to take a dog training class and my husband decided they wanted to sell me the classes instead of a bark collar. I gavd them my credit card over the phone to hold my place. I called within 20 minutes of making the appt and they said I had to COME IN to cancel. I said you can take my credit card over the phone but not cancell over the phone? Of course they said yes... I went up there and they had already charged my card BEFORE I even had the classes! The classes were not until next week. I was told by my credit card company it was illegal to charge for a service that has not happened or you did not receive.

I have had it with Petsmart and will never take another amimal up there to be groomed or buy their products. I would not take my dog to their vet if she were on her last leg begging me to. This place is a rip off and the sooner people stop patronizing this poor excuse for a pet store the better.

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rainbeau
Huntsville, US
Mar 12, 2010 10:56 am EST

"I was told by my credit card company it was illegal to charge for a service that has not happened "

So that means that when you fly somewhere, you don't pay for your plane ticket until after you get back home. Wow, I am going to have to try that. Does it work for other things too? Like should I not pay my health insurance until after I go to the doctor?

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VintageLydia
, US
Mar 22, 2009 3:28 pm EDT
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There are two petsmarts where I live that are within a few miles of eachother on the same road. Sometimes someone would call one store and think they're calling the other. Also, yes, it is standard policy to charge for something like dog training before the class because there are limited spots. Doing it the other way can and does cause people to change their mind and never show up. And the reason you have to come in to return a class is a) paperwork has to be filled out by you so that if it's a common complaint, especially about the trainer him or herself, then it can be resolved and there i a papertrail to refer and b) a signature is required. If you kept the class, obviously you'd have a reason to come in, and they can get your signature for purchasing the class then.

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tweettweet
Goliad, US
Feb 25, 2009 12:08 pm EST

are you sure you made the appointment at petSmart and not petco?

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creative
Houston, US
Feb 20, 2009 7:58 pm EST
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I found it funny to see you always reply good things toward notime. On a lots of topics.

Maybe someone should check both account ip to see if its the same.

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Jacob92103
110 Pine Road, US
Feb 17, 2009 11:02 am EST

Once again NoTimeForIdiots shows He is an IDIOT. Maybe you are the one getting anal sex...

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8:13 am EST
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PetSmart - fraud and scam

This seems rather petty compared to the reports of pet illness and death I've read on this site, but all the same... I recently purchased a $40 gift card for a relative, who is an equine enthusiast (horse person.) After hearing her speak about how petsmart no longer offers equine items, I attempted to return the gift card, with receipt and the original...

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10:21 pm EST
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PetSmart unsatisfactory pet grooming

I called Petsmart grooming salon and asked to have my Schnauzer groomed by a groomer that is experienced. I stated that I did not want a long "skirt" left on the sides of my dog. I was told that just about all of the groomers at the Midlothian Petsmart can do a good job on Schnauzers. I left my dog to be groomed. I was called a short time later and was told that my dog needed to have his legs shaved because of the tangles on his legs. I said, "Wait a minute, I don't him looking"funny"because of the legs being shaved with the body hair being a regular Schnauzer cut. Well, when I picked up the dog, he was shaved completely, and extremely short on the underside of the body. I was shocked. I looked at him and the girl that brought him out to me just handed me the dog, said nothing and the rest of the girls talked among themselves. I looked at the dog, and said,"They have scalped you boy!"I couldn't say a thing. I was so mad. I called the grooming manager and he said he could give me a free grooming the next — then he said,"Well, it will be quite a while before he needs one." When he looked at the dog, he made the statement that the cut was not what it should have been. I will never take my dog to Petsmart again, especially to the one on Midlothian Turnpike. I called twice and asked that he (the grooming manager) please get the store manager to call me. He took my number. Not a word from anyone. I will not have my dog groomed there again. I asked for a refund and he said that they do not give refunds on grooming. That's when I asked for the store manager to give me a call, so that I could see if he would at least give me a store credit. Very poor management! S. S

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Ginger's Dip and Clip
Miami, US
Oct 03, 2010 11:21 am EDT

Ive been grooming for 25 years. I have seen every thing. Dogs so matted that the hair comes off in one solid mat. Looks like a rabbit fur. Ive seen maggots living under these mats. It sounds like they did everything right. They called you to inform you of your dogs condition. You didn't want a skirt and thought the dog would look funny in a schnauzer cut. Well whats left, a shave. You think the dog looks terrible now. So you were proud of him when you brought him in all matted? I would of been embaressed if I were you, bringing in a matted dog. Thats considered abuse. If you dont want to brush your dog then keep him groomed every month and keep his pattern short. They worked hard for that money and it wasn't thier fault it had to be shaved.

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islilme23
Pearland, US
Aug 02, 2009 2:11 am EDT

I agree with SheGroomsDogs. I too am a petsmart groomer. We don't shave dogs like that without 1)you knowing exactly what we have to do, 2) getting your signed and verbal permission to do so. In the times that customers have completely refused, then I have had to decline the groom for the fact that dematting an extensively matted dog is very painful and dangerous. And Petsmart policy is...if you were not satisified with it and it's not what you signed for...you get your money back.

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SheGroomsDogs
Jacksons Gap, US
Jul 01, 2009 3:30 pm EDT

I'm a petsmart groomer, and it is NOT OUR POLICY to shave your dog without your express permission - not to mention that they obviously didn't follow policy, or you never would have left the store without knowing your dog was matted. Yes, I agree - brush your dog, this won't happen. However, you were lied to, because trust me. We give refunds on grooms all the time.

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Laura_Maria
Redford, US
Jun 23, 2009 1:40 am EDT

Sweetie, trust me. We groomers don't like to shave pets. It's not something we get a kick out of. But sometimes, it has to be done. We know your dog is going to look ridiculous, and we know that you're going to be upset about it. However, the mats that are on these pets' bodies are not only close to impossible to brush out without a) hurting your dog or b) stressing your dog out, but they are also not good for your dog's skin or coat. So maybe if ya take a brush to your dog every once in a while, we wouldn't have to clean up the mess then take the heat for it. It's simple really. If you don't want your dog shaved, take care of it and its coat.

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12:14 pm EST
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PetSmart pets hotel

To Petsmart — You're disgusting!

While my dog was staying at the Pets Hotel in Saugus under the vet tech's care by the name
of Jackie and Emily.
Mandy Leone the manager of grooming told me that my dog had an erection
so one of the vet tech's relieved it.
I find this behavior disgusting and I will never take my dog to Petsmart again.
The groomers were appalled by this type of treatment when they heard about it where I get my dog groomed in the Danvers Petsmart.
Can you believe it? No one was diciplined or fired.
The DM a Mr. Ray West and Stephen Healey did nothing to rectify the complaint.
Peta should look into this one?

Laura

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fenwayfan1
, US
Sep 24, 2016 2:10 pm EDT

I worked there when this happened and we were told to keep our mouths shut...Ray West is by far the worst manager I have ever worked for! Jackie was the one who performed the act and she was not hired as VET TECH..she was a team leader(if that is really something). The DM Healy is just as much a loser as West and there was 2 other managers(Gail) and I can't remember the other one's name, that knew about the crazy stuff that went on there and did nothing, as not to TICK Ray off...because he was such a jerk.

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dae666mon
Somerville, US
Aug 08, 2011 11:59 pm EDT

mr west is the biggest [censored] iv'e ever met and his little ballsucker steve is no better

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mtdestiny
Mesa, US
Mar 02, 2011 2:54 am EST

PetSmart the same in Arizona. PetSmart is the Walmart of animals.

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MAC
Alabama City, US
Aug 02, 2009 3:03 am EDT
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MYY FREND'S

THSI IS THE CONPLIABT THTTA BRAUGT ME TOO CONPLAIBT'SOARD, ,

I WAS SERACHING ON LIEN WHITH "" GOGGLE, COM "" & FONFD THSI ONE SOEM HOW I THNIK I WAAS HEPLPIGN SERACH ING FOUR PET'S SMATR KENEL'S FOUUR MY WIVE

I ASSHURE YOUU MY FREND'S I WAS NNAT SERACHING FOR ANY THINGN GROSE OR INAPORPIORTE

IN MY OIPIGNON THSI PATRICULIAR CONPLIABT IS HALVE GROSE & HALVE HIALROUIS

EJNOYY1!

SICNERLY

BLESING'S

REGRAGS'

Dr M A CARNARVORO

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MonicaP
Louisville, US
Jul 17, 2009 3:33 pm EDT

Laura, what are you worrying about? Your dog was the one staying there and I am sure he enjoyed himself!

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onesademployee
Wichita, US
Mar 08, 2009 9:14 pm EDT

disgusting, ew edAnger you are disgusting!

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EdAnger
springfield, US
Jan 08, 2009 9:16 am EST

please give more details on the "Relieving" process

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Michelle
Houston, US
Jan 02, 2009 7:02 pm EST

That is disgusting! I was a vet tech for 2 years and I never heard of anyone "relieving" a dog's erection! These people are sick!

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8:58 am EST
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PetSmart bad service

Yesterday I took my mother shopping for the holidays, and thought, while I was nearby I could take my dog for a bit of a pampering at Petsmart in Evansville, Indiana. Though I've shopped there since they have opened this location, I have always taken my dog to a local groomer for nail/ hair trimming. It was quite convenient for these services for this time of year, which I appreciate. When I arrived I was quite specific in telling the intake groomer what I wanted. Long story short, my dog came back looking shockingly different. I'm rarely at a loss for words, but I was so taken aback by the great drastic nature, I began to tear up. When I came home, I wanted to inform someone of this, so I called and spoke to the intake coordinator. She apologized and stated that she did not see what my dog looked like as he was groomed by another person. I was able to talk to the manager. While we talked, I was never impolite, never raised my voice, or acted / talked disrespectfully about the store, or the groomer. I let him know that my dog looks like a different dog all together. He was not cut in a manner that fits this breed. I realize that the trouble was that I did not seek someone out upon pick up, and that for all this manager knew I was making a false accusation. But again, I wasn't calling demanding a refund, or threatening anything etc., just letting someone know what was done to my dog. He did leave to talk to the groomer, which I did not ask him to do, so I appreciate the follow through there. When he came back on the line he stated the lead groomer, who is fantastic did the job, and that only stray hairs were trimmed. He stated that the groomer knows exactly what she is doing, and never errs. I know that it would have been quite rare for the groomer to state they made a terrible mistake/ admit to wrong doing or not following requests taken upon intake, or that they cut the dog in a completely different manner than what the breed is normally cut. The problem was that when I explained once again how drastic the difference was, the manager flipped the situation around and blamed me for not communicating properly. This is what really upset me as a loyal customer. I called in hopes of preventing this from happening with others, and to let him know my concern as a customer. What happened was that I was pushed aside, and then blamed for this. So I learned a couple of things: 1. stick with my local groomer who listens to me and knows how to properly trim and groom this breeds hair, and 2. the pet food store that I have relied on for years does not value me as a customer.

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Smart Consumer 2010
Washington, US
Oct 27, 2009 4:52 pm EDT
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I want to know why I couldn't find any rawhide chews for my dog that were made in USA. Most were made in China! My dog won't get anything that is made in China! By the time a recall goes out, it will be too late once they have consumed whatever poisen China has decided to put in their food items.

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tiny
,
Sep 17, 2008 11:41 am EDT

the pet care manager is very rude. she has no clue what she is talking. i was looking at the Guinea pigs and they have fleas. also she does not take her animals to the vet there are sevral in the back room that have been left there. birds are dropping dead. and she does not know why cause she won't do any thing about it. i don't think this is right

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Pennn
Lynchburg, US
Mar 25, 2015 1:26 am EDT

I can't help but wonder what kind of dog you have and what exactly you think the "breed cut" is for it.

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Buster_151
Seminole, US
Dec 24, 2012 3:46 pm EST
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ing at store 1085 in largo, fl for grooming and pet needs for 2 yrs now for our Morkie bella. yesterday i called to set up a morning appointment and discussed with the girl exactly what i wanted it was the package for around $24 bath and lil trim around face we go back and forth between that one and the full body trim every two or three weeks. so my wife takes her in tells the girl btw she is in heat the girl asks my wife if she wanted several different services and she stated " what ever my husband asked for" hrs later my wife goes to pick up the dog and she is charged $32 plus $6 for conditioning. now i personally brushed my dog that am to make sure there were no knots in her fur and she was fine especially since we just got a full groom just few weeks ago, but even if i had no problem with the $6 upcharge for conditioning i do have a problem with the $32 charge for my services when i clearly spent 10 min on phone making sure they know what i wanted. when i called the store the lady looked in the computer and found my appointment and notes as to $24 package but wasn't sure why it didn't turn out that way and stated she would have the manager call me back. the manager (i think her name was leslie listened to me then put me on hold for 11 minutes exactly and then argued that i always get this package when i know i don't. i said i'm unhappy and want a refund and she said "sir thats not going to happen" now they have lost a petsmart customer and advise you don't beleive their pet grooming customer always happy or its free statement right on their website.
I was left with a bad taste in my mouth and not happy that the manager treated us that way and decided to show how I felt with my money, spending it elsewhere. Well after several months have gone by I have been able to clearly look back at the situation clearly seeing that we never seen bad service from the grooming end of it but because a mix up was handled badly by a manager is why I have the bad taste. So I thought I might try patronizing another location as I am between two, maybe I would be happy again. So I placed a call to my next closest store in Tyrone fl and the lady tells me she is unable to schedule me due to my file. Now the bad taste comes back as I realize the manager in largo wrote some untrue information or marked our file somehow because she didn't, like that i reminded her of the companies policies. I wrote and called corporate office ... No call back
I also want to add they do not let the dogs go to the bathroom, not enought staff to take some outside ever. So hopefully you know this and aren't detained in picking up your pooch. I think there should be a negative star setting for corporate companies like this that don't care about customer service .

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WTHReally?
Detroit, US
Aug 17, 2010 6:20 pm EDT

How do you know the pets are not taken to the vet and they are left in the back room? Last time I knew customers didn't just walk into the backrooms at stores.

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7001
Troy, US
Apr 25, 2010 7:22 pm EDT
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all right i'll tell you why you can't find rawhide made in the USA at Petsmart. Its fricking expensive, you may ask well why so expensive...well because as americans we like to be paid well and we are gonna sell are crap at a high price so their is a higher profit margin. PETCO sells rawhide made in the USA and its more expensive than regular rawhide. I would say that its higher in price to increase the profit margin on the product, as a business they are open to make money and in order to make money they have to make it more expensive since it costs more to buy than the chinese rawhide.

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7001
Troy, US
Apr 25, 2010 7:10 pm EDT
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sounds like a employee. If you don't know the line of operations and what to do to correct a problem then you just got hired or you could care less to work there, or work at all. You prefer to sit back and collect a pay check for doing nothing.

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JLT
Henderson, US
Apr 29, 2009 1:51 pm EDT

One thing I would suggest (although I assume you'll never go there again) is to find one groomer that does well and specifically request that person on each return trip. We really like Janet and request her each time. We have never been disappointed by her service. I am sorry you had a less than stellar experience. Unfortunately, it will probably sway others from taking their beloved pets there.
JLT

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Calipzo22
East Northport, US
Jan 22, 2009 10:03 am EST

So instead of going online to a message board why don't you call corporate if your so concerned about the well being of the animals? It's not that hard to send an email?

Next time, take a picture or a video - you can email anything these days. Or ask to speak with the store manager and explain that if you don't see improvement you want their name and you'll be contacting corporate. See how fast things change when their butt's on the line;)

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PetSmart - return policy on live animals

I am am employee at this Pet Smart and I plan on quitting. Not only are they horrible to work for, their return policy on live animals is ridiculous! I bought a guinea pig, a cage, food, and bedding for the guinea pig. When I got home, I set things up and decided while the animal is sweet, it's too high maintanence for my lifestyle and my daughter kept...

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PetSmart - they don't sell feeder mice

The Petsmart where I live sells six varieties of boa/python but refuses to sell feeder mice (because of their cruelty-free policy). This is like a computer store selling laptops but not stocking power sources - what are we supposed to feed the poor things? It also raises the question: what do they feed the snakes they sell - tofu? Pet stores probably should...

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PetSmart terrible experience

The PetSmarts in Fredericksburg have infested and expired food on the shelves. Check your food before you buy! At the central park store, animals are for sale that were born at the store location and haven't been checked by a Vet at all. At both locations, sick animals are left to die in the sick rooms because of lack of vet care. This is usually authorized by the Pet Care Manager or Store manager. Think before you shop. Ask questions! Check dates! You'll be happier in the end!

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graphicmajor414
Pensacola, US
Aug 12, 2009 7:44 pm EDT

Have you reported this incident? PetSmart policies require all animals to be seen within 48 hours of being moved to the quiet room. Also, company policy states that if an infestation is discovered in even one bag of food, all food of that brand in that area must be removed and written off. Please report these incidents. Could possibly be poor managment.

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PetSmart return policy changed retrospectively at the cost of customers

I bought a dog in April, and that's when I first started shopping at Petsmart. Over the last 8 months, I spent hundreds of dollars at the Warwick, RI store - on training, toys, a travel crate, carriers, etc. Since the return policy was never printed on the back of the receipts, nor was it posted anywhere visibly inside the stores, I asked on three different occasions about it - just in case. I have never had a dog before and, especially in the beginning, never knew whether I would ever use what I bought. Each time, I was told that there was no time limit to returning merchandise for a money refund as long as the items were unused and I still had the receipt.

When I tried to return a few (unused, unopened) items with the respective receipts last week, I was told that the return policy was 60 days, past the 60 days, I could only get store credit. This is obviously contradictory to what I had been told originally. Now, the return policy is clearly posted throughout all stores and even printed on the receipts. I know that this was not the case previously. The girl at the register was unimpressed by my explanation and her manager never showed, because she was on the phone. She literally made that girl come tell me that I could not return anything other than for store credit. Period. Since I had tried to return the items at a different store than the one I usually do my purchases, I assumed the terms may differ from store to store so I told the girl at the register never mind, that I would in that case go to the original store the purchases were made, the store in Warwick. She asked me whether I was going to go there right away, and I answered yes. Little did I know that she would "alert" that store's manager, who literally waited for me at the entrance. Up to this point, I had been calm and quite sure that there must have been some misunderstanding on their part. It became apparent that this manager was well prepared to say sorry but no. He denied the fact that the policy had changed, acted as if it had always been that way, and more or less insinuated that I may be lying, since he had not been there to witness his employees informing me on the generous return policy. At some point, he admitted that all employees had gone through training a month ago to learn about the return policy, but he denied that the policy had ever changed. I am beyond furious: apparently, the policy changed in retrospect. Had I known that there was a time limit, I would have made it a point to return the items sooner.

The reason why I did shop so much at Petsmart is exactly because of their lenient return policy. While I don't mind that the return policy was changed, I mind that it was changed retrospectively, while customers are being lied to about this change. The store should have honored the return policy that was in effect at the time of purchase.

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Shank
None, US
Jun 10, 2009 5:43 am EDT

You are a ###. If you have ever returned anything before then you would know that the standard return policy that most stores have is 7 days. Some stores do allow returns within 14 or even 30. Since you said you were buying lots of stuff there anyways, why is store credit such a problem?

The fact that you believed the generally clueless 15 year old cashiers that these places hire, shows how stupid you are. If it took you 60 days to return stuff then obviously you werent dissatisfied with the stuff you bought, you just never used it. So why should the store be responsible for you buying stuff you dont need? Next time return the ### you dont need or are dissatisifed with within a week or deal with keeping it.

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pinkduck
Hobart, US
Apr 08, 2009 10:08 pm EDT

That return policy was instated shortly before you went to return an item. Before, there wasn't a limit, but as of (I think November) there's a limit. It's now listed on the back of the receipt, as well. The cashiers weren't told of a change until shortly before the change.

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Mystdragon1
Idaho Falls, US
Feb 14, 2009 9:04 am EST

This company has just recently changed their return policy. I think it went in affect as of November of 2008. Yes, this company's return policy was no time limit on returning merchandise. When the policy changed, their stores posted when the new return policy would take affect.

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PetSmart don't use them!

I stopped in PetSmart to pick up some dog treats and while there decided to have my Peke's back nails clipped. 3 years ago he had spinal cord surgery to correct a disk herniation in his lower back. As a result, he has lost the ability to walk unassisted. He is not in any pain and pulls himself around using his front 2 legs quite well. He does wear a harness over his back legs so that I can hold his back legs up and he walks with his front legs. Since he does not naturally wear down the nails on his back legs. the nails grow unevenly. He had 2 or 3 nails I wanted clipped. They asked for his rabies certificate which I retrieved out of the car. When I returned, they asked "can't this dog walk?" When I said no, they said they would not cut his nails as they cannot accept any dog that cannot walk. They wouldn't want to "take him in the back and cause him any more pain". When I told him that was ridiculous, they said it was corporate policy. They made no attempt to placate me, call a manager (indeed the assistant mgr. was one of the 4 people standing in the grooming salon with nothing to do) or even apologize or an idiotic rule... if it even is truly a corporate rule. Is this really a PetSmart rule? If so, it is quite ignorant and will only highlight the inexperience of their grooming and managerial staff, such as I witnessed first hand today. What idiots.

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cutetheatrekitty
Ithaca, US
Aug 24, 2009 11:45 pm EDT

I fully agree with the above comment from Anon. It's owner ignorance to be insistant on putting their dog in danger just to convienance themselves.

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anon
lol, US
Feb 23, 2009 8:00 pm EST

Actually, it is there to protect both the employees and your dog. Read some of these other complaints. Many people will try to blame pre-existing conditions on PetSmart. I've seen it firsthand. So there are rules in place to prevent this. Also, the grooming salon is not a vet hospital. They are not equipped to deal with special needs dogs, and for safety decline to do them. So what had happened if, say, someone accepted your dog for the nail trim, but he wiggled and maybe the person (who has not been trained to deal with special needs animals) does not hold him correctly and injures his back or legs? What happens then? Wouldn't you feel bad for insisting that they take your dog regardless of the safety rules they have in place? PetSmart has rules for a reason.

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groomer
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Oct 04, 2008 2:19 pm EDT

Petsmart P & P says that anyone can refuse a customer or client if they are not comfortable doing the procedure. As for just a nail trimming, we are allowed to take a pet that may not be in the best of health back, or in your case, a pet that does not have the ability to use it's back legs. The only problem with this scenario is, with a spinal cord injury, typically, nothing would be allowed to be around the dog's neck because it can injure it even more severely. If this is the case, policy does say that we are not allowed to work on anything with this animal.

When a cat or dog is in the salon, under our care, they must always have a lead on them at all times except for when they are in the cage. If your dog has a spinal injury and cannot have our blue lead around the dog's neck, we cannot accept that animal and the groomer should turn the service down

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PetSmart snake sales

I have a big problem with pet smart selling snakes out of their establishments. Has anyone out there try to buy a live feeder mouse or rat at petsmart? If yes you know you will not get it. Well I know some snakes will not always eat a frozen dead rat, which they do sell. so what does this tell you when petsmart employees come to me to get their live feeder mice and rats to feed their snakes at their store? Do not sell animals that your business does not provide food for!

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Mystdragon1
Idaho Falls, US
Feb 14, 2009 9:21 am EST

Yes, it is tricky get some reptiles to eat frozen foods, but it can be done without starving the pet. Feeding live food can be dangerous for the pet because the prey can injury and even kill the pet that is trying to eat it.

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Anthony Hewetson
, US
Dec 17, 2008 12:17 pm EST

I agree completely. It is not particularly cruelty-free to sell snakes, especially to little kids in communities that don't have an abundance of pet stores, and to not sell feeder mice or feeder rats. The store is pretty much condemning every snake they sell to starvation, at worst, and, to my way of thinking, is probably responsible for at least some of the 'humane' dumping of exotic reptiles out in the countryside where they can 'forage for themselves'. As if.

By the way, starving snakes probably comes under the heading of cruelty.

You will have no trouble buying crickets at these stores ... and they know the crickets are used for food. I guess 'cruelty' towards insects is cool with them.

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PetSmart grooming services/staff

I will NEVER take my dogs Cosmo and Scooter back to PetSmart Grooming Servies in North Attleboro, Mass. ever again. I am done. I went to bring Cosmo (my lhasa apso) to have his nails clipped and to get a brush out. A blonde haired, heavy set young girl told me that he was matted. I had been working on getting the mats out. She told me that they would have to shave his legs and then I would be asked by everyone what kind of disease does your dog have. She continued her behavior with me and I told her just to clip his nails and shave his belly. She then reinerated the fact that my Cosmo would like he had a disease. She also told me that Cosmo was high maintenance. She showed me his undercoat, etc... Her manner was not becoming, even if she was talking directly to Cosmo herself. All PetSmart wants to do with my dogs is to shave them and then charge me an outrageous amount. I was told that if they shave my Cosmo (which was NOT an option), that they would charge me $46.00. Mind you, Cosmo weighs a whopping 11 pounds. I told her that price was more expensive than if I had his regular grooming services. Her attitude was like tough, take it or leave it. PetSmart should be ashamed of it's staff. I am telling all my friends, relatives and my classes NOT to bring their pets to PetSmart. I will NEVER go back there. I have already had two horrible incidents with them and this one broke the camel's back. Please, if you love your pets, DO NOT bring them to PetSmart. I am outraged at the lack of service that they provide and the attitude with their staff. Cosmo is too precious to me and I would NEVER subject him to that type of enviroment.

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redhots
, US
Apr 20, 2014 9:22 pm EDT

You sound like a horrible client that wants nothing but miracles done for you, even though you're not fulfilling your end of the deal of maintaining your dog's coat. Stop blaming the groomer for not being able to undo your

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ManagusPrime
Attleboro, US
May 29, 2009 11:44 pm EDT
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I go to this petsmart all of the time, and have had nothing but good experiences. The groomers there are very knowledgeable about their craft. They only have the dogs best intentions at heart.

Lucky for me, I don't have a dog that will knot up if not properly brushed and combed daily. She does however not like having her feet touched. Since going there regularly to have her nails trimmed, she has become much more comfortable with the procedure, because those girls have taken the time to work with her, and I am beyond grateful.

Working to get the mats out doesn't mean getting the mats out. There's a point that you have to realize that it is in the dogs best interest to just shave them and start over. It's absolutely ridiculous and very selfish to expect a skilled groomer to put your dog in pain just because YOU don't like the idea of a dog with shaved legs, and are worried about what other people will think. It's called Humanity before Vanity, and it's something that more people should practice.

Even tonight, I watched a very skilled young lady slowly and meticulously shave a matted shih tzu, and watched it come off in one pelt. I couldn't imagine allowing a poor animal to get into that condition. The dog was so sweet, and his groomer was very patient, as it looked like he did not like having his feet touched. Granted yes, he was a naked little dog in the end, but there would have been no reason to painfully remove those mats simply because the owner would have wanted it. It's not the dogs fault that the hair got knotted up, it was the owners for not taking care of them.

It does sound to me that you are simply upset because you were told something you did not want to hear, and I highly suggest you reevaluate yourself and how you view others. They care about the well being of your animal.

And $46 is nothing for a grooming for a lhasa. My sister owns one down south, and gladly pays $60. These dog require alot of work, and a groomer should be paid for her time and skill.

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Yourmom
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Nov 21, 2008 7:41 am EST

Perhaps you should brush your dog. There's no way to brush mats out without it causing extreme amounts of pain, and if your dog is that precious to you, why would you want the staff to hurt him?

This sounds like you were just told something you didn't want to hear, not like a legitimate complaint at all.
And yes, if I saw a dog with only parts of his body shaved, I would assume he'd had surgery or been sick.

I go to this PetSmart all the time, and I've had nothing but pleasant, above and beyond service and grooming.

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PetSmart grosssly over priced

I just completely got hosed by Banfield and I am lucky from what I have read. I wanted to change vets and thought since I tend to buy me pet supplies from Petsmart that I should give Banfield Animal Hospital a try. WHAT A MISTAKE. I was given a quote over the phone in regards to cost and quoted in or around 450.00. Well over $700.00 later, I found out that there appt. fee for my first cat was $45.00 and $37.00 for each cat after of which I have 3 cats total. I took them in to have their annual shots and they gave them 'booster' shots which required a return visit for another round of shots. I have no idea why booster shots were given being that 2 of my cats are 4 years old and the other one is just over a year. There was no explanation. I realized then that I had to pay again this high 'visit' fee per cat again and this didn't include any of the vaccines.

I was only told after I started to complain about the high price of my services at the desk, that if I had come in on specific days from 12 - 2 I could have avoided the visit fee per cat. However, nobody told me of this or I could have easily arranged for this to happen. They told me on the first visit and first round of shots that my cats would need to come in and be put under to have their teeth cleaned EVERY SIX MONTHS! Upon the 2nd return I was told they needed to also come in EVERY 6 MONTHS to get worm vaccines. Their teeth are fine and from their fecal tests have NO WORM exposure at all. Do the math, folks! They were only trying to get me to come in and pay for services that are not mandatory to their health. A friend who was with me for both visits couldn't believe how hard they were trying to up sell services and pushing, pushing, pushing their Wellness Plan and how I would come out ahead if I would just choose a plan.

As animal lovers and smart consumers DO NOT USE BANFIELD. They are attempting to rip off consumers by manipulating the love we have for our pets. I must say that the vet techs were very nice to my cats and handled them very well, but really isn't that something that SHOULD happen as a rule and not the exception.

I HIGHLY recommend AVOIDING BANFIELD and by all means do you HOMEWORK.

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QuitJudging
, US
Apr 19, 2011 10:42 pm EDT

The Optimum Wellness Plans are NOT insurance plans!

Anesthesia is risky...it's taking your pet close to death then bringing him back. That's why vets do so many diagnostic tests to see what's wrong before moving forward with anesthesia. If you thought you broke your ankle, but wasn't sure, wouldn't you want radiographs to see if it is?

Wouldn't it be great if we had x-ray vision? We wouldn't have to take radiographs and waste money on x-ray films, processing chemicals, paying techs to do the job, x-ray machines, x-ray processing machines, labeling clips, etc!

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pd7
San Dimas, US
Apr 05, 2011 3:53 am EDT
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I brought my 5 year old cat to Banfield to get her distemper and feline leukemia vaccines.She had the vaccines there before but I never got a reminder that she was due for them again.The vet gave her the vaccines and only then told me she would have to return in 3 weeks for "booster vaccines". After paying an office visit fee of $45.00 and the fees for the vaccines, I wrote a check for $141.00. They told me there would be another office visit charge in 3 weeks along with the charge for the 2 vaccines. So, I would be paying double! I called 2 vets and told them the story.they said Banfield is known for doing things like this and that a 5 year old cat would not need a second round of shots..I will never go there again! No one there even acted like they liked animals!..I felt like I was buying a new car...They went out of the room 3 different times to calculate the charges.Don't go there...

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Frank100
, US
Mar 12, 2011 8:36 pm EST
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I signed up for the Wellness Program. After making seven payments my dog died without any medical expenses under this contract but the annual shots. When I called to cancel the contract I was informed I needed to pay an additional four payments. This Wellness program appears to be a SCAM. You should avoid being talked into this type of service.

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avoidbanfield
Troy, US
Jul 05, 2010 11:38 am EDT

Avoid Banfield Pet "Hospital". Banfield is definitely overpriced. The dog was taken in to get a one inch cut cleaned and stitched. That cost just over $100. They claimed more tests needed to be done. The final bill was nearly $1500.

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Alohacowgirl
Coppell, US
Mar 20, 2010 7:48 am EDT

This is the most HORRIBLE vet in the entire world. They dont even love pets, its a program on how to tack on charges to ALL customers. Students at Banfield Pet Hospital always leave their first jobs knowing what not to do. Its just a money making vet program. My current vet was a student there and has nothing good to say about the program or the Clinic. SCANDAL!

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Chandlerowens
Superior, US
Aug 22, 2009 5:29 pm EDT

I put my Daschund on the wellnes plan when she was a young at Banfield. she is now 3 years old and I have never resigned a agreement with Banfield scence the first time. I called to cancel and complain about there service and was told I could not cancel for about another 10 months or pay them $247 .00 dollers to run the so called contract out. We pay $21.95 a month wother I taker her to the vet or not. There vet has given poor treatment of my Daschund and put things down as far as test that they did not do. They seem to always find things that the plan does not cover or you had it done one time and now you must pay. I took my little Dschund in on a Monday as she was chilling and just not feeling well. I had to ask them for some kind of antibiotics they gave me some for 7 days only. until the blood test came back.They took the blood and said that there machine was broken and would have to send it out to be tested, that cost $140.00 and said that they would call us. We had to call them, when it came back the white blood cell count was a little high everything else was fine. But to bring her back on Monday. Then they said it could be Valley Feaver so again they took blood and sent it out $127.00. Again I said so in just 7 days it cost us almost $270.00 pluss almost $30.00 for the first 7 day antibiotics and another $ 15.00 dollers for the second 7 pills . and my Daschund is still about the same as before we took her into Banfield. I suggest that you do not take your animals if you love them to any Banfield clinic. except for regular shots and you stay with them.

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Ann McDaniel
Carthage, US
Jul 11, 2009 1:21 am EDT

Was trying to find the head office for Banfield Vet Services here in Houston to register a complaint at one of their stores. My complaint is that in March of this year I took him to Banfield for a problem with my dog having diarrea and throwing up the vet there put him on a treatment schedule of antibiotics, stomach pills, and probiotics to put in his food. Also, they charged me $300. He's now got the same problem and I talked with the people there to see if I could get the smae kind of medicine for him and they told me I would have to bring him in, besides while I was there I could not really talk to the vet in person but through the girl who worked the desk, she went back to talk to my vet and would come out to tell me what she said. I was appalled to have been treated plus me telling them that I could not afford to make a payment for the services (would not have the money till wed of next week) she said that they do not take a deffered payment nor take charitable casses. I'm on a fixed income and I suggest vet places waive some of the costs for us senior citizens. I was turned away with nothing done, so I hope I can cure him on my own, the poor dog is misserable and my heart breaks for him. I just want others to know about how I was treated. I used to have had faith in this vet but no more.

Grannymcd@swbell.net

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NOT A FAN OF BANFIELD
union city , US
Apr 08, 2009 3:51 pm EDT

I COMPLETELY AGREE YOU SHOULD NEVER EVER IF YOU LOVE AND CARE FOR YOUR PET EVER TAKE HIM OR HER TO BANFIELD.IT WAS THE WORST IVE EVER EXPERIENCED, FROM THE SNOTTY ATTITUDE OF THE GIRL IN THE FRONT DOWN TO THE VETS! I GOT MY PUPPY NEUTERED THERE AND THEY DID EVERYTHING WRONG
THE WELLNES PLAN IS A CON THEY TELL U ONE PRICE AND WHEN
YOU FINALLY PAY IS MORE THAN WHAT YOU WOULD EXPECT. THEY GIVE THE PETS SHOTS THEY DONT EVEN NEED.VET TECHS DONT KNOW WHAT THEY ARE DOING.WE HAVE A BEATIFULL PITBULL WHO IS IN PAIN RIGHT NOW CAUSE OF THEIR MISTAKE BUT THEY TOLD ME IT WAS MY PUPPIES FAULT CAUSE HE MOVES TOO MUCH..THE WELLNES PLAN SAYS NEUTERING IS FREE WHEN WE CALLED THEY SAID 40 DOLLARS THEN WHEN WE DROPPED OFF OUR DOG THEY SAID IT MIGHT BE 75 TO 80 THEN WHEN WE FINALY PAID IT WAS 160! THEY OPENED MY POOR PUPPY UP TWICE! BECAUSE HE WAS BLEEDING INTERNALLY! PLEASE PLEASE PLEASE TAKE YOUR PETS TO A REAL VET I LEARNED THE HARD WAY...

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susan zaragza
,
Nov 28, 2008 7:32 pm EST

I completely had a similar expereince at Banfield. I could tell that they were trying to upsell me. I brought my kitten in for a cough and the Vet said I should do an ex-ray which cost about $200. When I refused and agreed to the anitbioitic the nurse came back and said I should at least do a fecal test. I got the feeling that thye were just trying to tack on what ever cost they could. I also felt like they try to manipulate the consumer thought their loved pet. I will not return to Banfield for services.

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7:45 pm EDT

PetSmart dog grooming

I worked in the grooming salon for Pet Smart for 4 months. The things that went on there were awful. Dogs were constantly cussed at and screamed at. The day I left one girl said"This f ing dog I hate this son of a b tch, I don't give a damn about these dogs I don't know what I am even doing here". My husband said if I heard them cussing at my dog there would be hell to pay. I was the only one who cleaned the back bathing and kennel area. After my days off I would find dried urine and feces in many of the kennels. I felt used but I cared about the dogs and didn't want them to sick or fleas. I am a mature individual and the young girls treated me terrible. they just wanted to sit around and talk and I worked. One cussed me out and that is why I am no longer their. You might say she treated me like a dog. One day the manager of the salon said to me"I notice you don't cuss or yell at the dogs even if they are bad". (she didn't either) As the manager I felt she should of not allowed these things to go on, but she wasn't a manager even though she too loved the dogs. I am sure not all Pet Smarts are like this, at least I hope not. I would never take my dog to that salon.

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Update by Beverly Stahley
Oct 08, 2008 5:35 pm EDT

Please remove this comment about Pet Smart Clarksville Indiana. I wrote it and I am sorry I did it. I was under alot of stress when I wrote it. Please remove it. thank you

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lookingfortruth
tyrone, US
Feb 17, 2010 7:49 am EST

Don't listen to this person. Unfortunately, she cared more about dogs than my father. My father died on Thanksgiving and in our opinion, she murdered him. You can't trust anything she said for the drugs she is on. She was so jealous of my father's dog that she fought with him constantly. I hope we find justice for my father.

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johnclt
Amherst, US
Jan 31, 2010 4:27 am EST

I agree. I saw the same thing too! I was a customer coming in to PetSmart and saw one of the groomers being very rough with a poor dog that was shaking like a leaf. It was awful. I always say: "If you don't like your job.. LEAVE!" I hate when people who work in a service industry are miserable and mean. Ew!

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3:26 pm EDT

PetSmart overcharging/hanging up on me when I tried to get information for filing a complaint

I’m writing in regards being overcharged for my services for the grooming department. I have taken my dog to the groomers at petsmart for a number of years. But today for some reason I was charged $70 for a service that usually cost me $48. Plus for some reason my dog is shedding everywhere. When I called to go over how much everything was the manager amy told me everything should of come up to $48 when I asked her why they charged me $70 she put me on hold came back and basically told me that we signed a paper at the being telling us what we could get charge. I called back to the store to try to get information on how I could complain to corporate and the store just put me on hold until I hung up. Very dissatisfied with my service and how I was treated on the phone.
I would like petsmart employees to fairly charge people and for the managers to be able to fully explain their employee actions.

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petsmart_scamming_customers
Cranston, US
Dec 10, 2008 9:40 am EST
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I would call this number. Conveniently, they do not post an email address for complaints, so you can write or call only.

Corporate Office
PetSmart, Inc.
Store Support Group
19601 North 27th Avenue
Phoenix, AZ 85027
[protected]
[protected]

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8:49 pm EDT

PetSmart injury

Took my dog to petsmart Pethotel. He was there for 4 days. On arrival he was throughly examined for admission. We got him home that night, he was very tired. The next day found my dogs testicles were the size of a grapefruit, and the skin was sloughing off. I addressed this with the manager, and heard about their 3-step cleaning process. My dog received 2 degree chemical burn. I called my vet, and had to apply cream 5 times per day, as well as pain medication. I didn't hear back from the manager, So I took my dog back to the store, and addressed this with the acting manager. He said she would have to address it with corporate. Another week went by. I addressed the issue thru their corporate website contact us area. Still no response. I then filed a complaint with the our local better business bereau, who had to send through to Arizonia better business bereau. Still no resolution. When a business promises to take care of your family pet, they have an obligation to provide the service that you are paying them to do. The burn my dog received could of been avoided, and should of been noticed by the staff, They NEGLECTED to noted this problem, furthermore they should of been more proactive to resolve this issue, you can't ignore your customers, this is not good business. My dog was there in July 2008, and to date we have heard nothing regarding this matter. I had to pay for a vet visit, and medications for my dog, all I wanted was reimbursed. So don't take your pet tp Petsmart, they don't care, and it is only money. Sad!

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NAVY-VETERAN
New York, US
Feb 23, 2010 6:21 am EST

I am going to have to agree, and try to find a different place do board my dog... It is only the best for my dog always, and I research everything for her. I just boarded my dog for 8 days in the Farmingdale NY Pet Hotel. I dealt with the owner most of the time, and the assistant manager other times, both seemed friendly and knowledgeable. My problem is now 3 days later my dog is still sleeping. I can not figure out why my bubbly 3 year old lab appears to be either sedated or depressed. She was very happy to see me when I picked her up, and she was crying in the car all the way home. Normally she recovers after a day or so of being boarded (I figure she is mad at us for leaving her). This time it is very different. All she does is sleep. Has anyone experienced this as well?

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Scoobybaby
Dayton, US
Feb 05, 2010 12:41 am EST
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Petsmart Pet Hotel is a terrible place to leave your pet! They LIE about your dog liking doggy day camp and they don't always do the walks you pay for in the time that you want your dog walked! They know NOTHING about cats and their kitty kottage is the size of a small walk in closet! Cats are also ignored there! They are just wanting your money! Believe me, I know someone who worked there! They let dogs eat poop and hump each other! If a dog bites an employee, they don't tell the pet parent because they still want them to bring the dog to doggy day camp because they ONLY WANT YOUR MONEY! And don't waste your money buying the ice cream, most of the dogs don't eat it!

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K1089
, US
Dec 22, 2009 11:10 pm EST

You should probably have him neutered. There is no point in keeping his testicles if you are not going to breed him

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miki
Denville, US
Dec 04, 2008 10:55 am EST

I was thinking about leaving my puggle with them during the day, not only is the manager there (some young unexperienced guy with a clipboard in East hanover NJ) is rude. But i called numerous times to see what my dog needed to attend, when i got there we were turned away cause she didnt have some shot. I wasnt told this when i called, not only that, but there isnt a trainer there, i am not sure i want some hourly person stuck to her cell phone supposingly watching my dog! Not to mention, its only 4$ more to have the dogs run around and when i go, i never see any dogs running around in the play rooms...interesting.

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Linda Allen
,
Dec 02, 2008 5:36 pm EST

I have a complaint about Petsmart Hotel as well. They are horrible, DO NOT LEAVE YOUR PET WITH THEM

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7:52 pm EDT

PetSmart dog injures at grooming salon

I took my dog to be groomed at the Petsmart in Sterling, Virginia the next day I realized his nails were bleeding and he could not walk, I bandaged it and decided that I should go back to my old groomer. A few weeks later I saw scabs and flakes on my dog and as the condition got worse and his ear got affected, I decided to take him to their animal hospital next door. I knew the only reason those people are there were to add high bills and they usually would scroll down and add bills. Well the vet there told me our dog has a Fungus infection and that only comes from other dogs. He gave me a $350.00 Bill I knew the grooming salon had done this by not cleaning the tools right.

I went to talk to the manager, I told him about the incident asked to see who the technician was, he started yelling at me and told me in the rudest tone that I cannot prove anything, he asked if my dog has contacts with other dogs? I said no. He said you should be more social and started making fun of me, the situation got worse; he did not care about my dog's injuries and my bill. I told him I will contact the better business bureau he said HAHA go ahead you cannot prove it. My two children were terrified and were looking at the scenario from a distance. I reminded him the vet had told me we are all in danger of getting the fungus from dog. He said his establishment was clean, I asked if any ONE had ever filed a complaint, he said NO and no Matter what Petsmart will not go out of Business! I said well I have talked to some of the groomers and they have told me these incidents happen often and I will call the Health Dept. and I have talked to my lawyer. He got Livid to a point that I genuinely got scared and started shaking with
my dog in my arms, he said the only reason I am doing this is to get money out of him. I asked him several times to check the computer and see who was the groomer and he did not pay any attention. I will never go back to that Establishment and I will make sure EVERY one knows everything in that store is a gimmick and their Managers are the Rudest and smart mouths with no Customer Service, the cashier and a groomer who were witnessing this both came to me in fear and apologized, one other quietly told my daughter who was watching that she is sorry and this happens often.

Please someone do something...

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Ced37Pitt
Bradfordwoods, US
Apr 05, 2011 4:12 pm EDT

Last time I took my lhasa to petsmart in Cranberry township PA, his hair was done by an intern. Usually the manager does his hair, the manager does a wonderful job, but the intern was sloppy. I was told that I could still get a puppy cut over the phone, but when I went they said he is too old, but they would alow it. bath hair nails teeth, $65. Normally $40. I paid a lot of money for a crappy cut.

Also I noticed that they are horrible with time. I bring my dog in a half hour before my apointment. so lets say the appointment is at 11, I bring him in at 10:30. I don't get him back till 4! Why?, because they putz around take long lunch breaks and work on other dogs that showed up after me! I don't have all day to wait for my dog! I can understand 2 hours, but to wait lets say 5 hours for a hair cut is rediculous. He is a small fluffy dog, but they only trip his privates, belly, face, and feet, oh and ears too. Last time they forgot to pull out his ear hair! I don't always have a lot of money to spend for hair and whatnot, so I take time to get his hair done bc I have school and bills to pay for. He gets mats, I will be taking him again to petsmart since they are carful not to hurt him, but if he doesn't look 100% I am complaining. This time I am getting his entire body trimmed bc I am tired of the mats, plus he is starting to pant from being overheated =(. I just hope this won't cost me my entire pay! Oh and the vet, they yell at me bc of his mats. I brush him all the time, he just roughplays and mats up, and bites me when I try to brush them out! They are also a joke! I love the pay plan and what it covers, but I swair they add stupid crap that he doesn't need and IDK what its for! Although anything else the vet there isn't horrible!

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shannir3
Sterling, US
May 22, 2010 2:16 pm EDT

I take my dog to the petsmart in reston and sterling. we love these petsmarts and have never had an issue. they treat my dog as if he were part of their family, and their dog. The mangers know us by name and great my dog every time we come in. my dog has never gotten sick or been hurt by other dogs or the grooming process. i would recommend going to these petsmarts to anyone and i would never take my dog anywhere i even thought he would get hurt or sick. when something is wrong, they take my dog right away at the vet or even the groomers. i dont believe the supervisors would treat a customer the way you have decribed, because i know them from coming into the store almost everyday, and have never seen them speak this way to a customer. and yes i bring my dog to reston's doggie day camp every day. they are wonderful! your dog will be the happiest in the world when u pick him/her up :)

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totusvenustas
, US
Feb 05, 2010 3:13 am EST

what a lot of people don't realize is that breeds such as poodles, bichons, yorkies papillions, etc have hair growing in their ear canals. it needs to be pulled out or it can grow into their sinuses and cause serious breathing problems and even death. if the groomers were pulling your bichon-poo's ear hair out it's because it's necessary. It seems cruel but it's really for the pet and the pet parents' benefit.

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K1089
, US
Dec 22, 2009 10:40 pm EST

I disagree with Mache's sweeping judgment of all salons in large companies. I groom dogs not for the money (because if I did I'd be in serious trouble as it does not pay well) but because I love working with animals. Just like each privately owned shop is different, so is each Petco or Petsmart salon. My priority is the health and safety of the dog or cat. If I quick a nail I always tell the owner. Don't kid yourself, your dog will get quicked or knicked in your private salon because groomers are human and occasionally make mistakes. Also the more difficult your dog is the more likely these accidents will occur.

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lilrose
Elk Grove, US
Dec 14, 2009 12:52 pm EST
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Petmart in Elk Grove, cut my maltepoo's ears, they are so unprofessional and their attitude sucks. Never again.

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meme
, CA
May 15, 2009 8:36 pm EDT

When I took my dog Bailey a Bichon poo to Petsmart I told them not to cut her nails since we just got them cut at the vet. They were at perfect length with just a little white tip showing, then they cut them shorter to make it look like they did a good gromming job. Another thing is when I was waiting for them to finish (watching them groom) I saw them ripping and tearing at my dogs fur she was yelping and giving me the sad help me look. I not only saw them doing this to my dog but all the dogs. Too bad my parents couldn't get an appointment anywhere else cause were going there tomorrow . . . .
I would recomend Bark and Fitz, only a little more money then Petsmart and so much nicer. If my computer worked you should see a picture of my puppy in leaves :)

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doris Patterson
,
Nov 14, 2008 4:38 pm EST

It really saddens me that people take their pets to these big corporate stores. Dont people know corporate means high volume out put? It means they have to do things fast to get the buck. Its a nice added bonus to go shopping for pet products and have your pet groomed at the same time but, , , ,

Their grooming is very high as I have checked into it for my dogs and my cat which are different breds. They were like 20 over my regular groomer. Alot of these groomers leave small shops I was told as they cant make it in a small shop. Not grant you cause of the pay but because they arent that good at grooming. I have found small private owned shops to be more considerate and better groomers. They take the time to do the animal good and they get to kow your animal.

I used petsmart one time. My shih tzu hair cut cost me 45 dollars. Nicks and cuts, bad haircut and my dog was there for 6 hours. My private owned shop the price is 30 and I have my dog back in less than 2 hours.

Ive heard people say they think its grat cause petsmart and petco have the vets right there if anything happens. Well a good groomer wont let things happen and they dont need a vet immediately on call.

When you get your hair cut do you have a doctor on call in the same office. Would make ya think wouldnt it?! Hopefully it would.

These stores look good on the outside for grooming but they are not.

People seem to drawn to all the glamor of these stores. No one stops to think of the education and schooling and personalities and pricing that goes into being a dog groomer.

Try the small little private owned grooming shop in your area. Support them and not the big commercial companies that really dont give a darn people!

Its not true in this area ya get what you pay for! It is true that if you have a good groomer that works in her own place of business will give you more for the buck and treat your animal better.

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Corrin
,
Oct 06, 2008 12:25 pm EDT

I took my 4 month old Maltipoo puppy to PetSmart to be groomed for the 1st time and they completely butchered her haircut, she had lines and chunks missing everywhere. I swore I would never take her back.

I ended up waiting too long to make an appointment with a reputable company so decided to take her to a different PetSmart location with different groomers. She is now 5 months old and I picked her up last Sunday, got her home and noticed her left eye was red and her eyelids were swollen! I immediately flushed her eye out with water and continued to watch her through the night. The next day her eye was so swollen she could barley see and it was itching so bad she had cut her bottom eyelid and was bleeding. I had to rush her to the vet who stated PetSmart got something in her eye which caused an infection. So now after paying $58.00 for a 5 pound dogs haircut I had to pay $67.00 for antibiotics and a vet bill. She had to wear a cone for a week and her eye still looks swollen!
I will NEVER spend another dollar there!

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justice4sadie
,
Sep 29, 2008 8:45 pm EDT

i took my norfolk terrier mix to have her nails trimmed and after the 1st cut and sadie yelping - i grabbed her back and have filed a complaint with BBB & the main 800 for petsmart. they cut her back claw so short it bled for 2 days. she had to be on an antibiotic & pain meds for 3 days and my vet said it was the worst nail cut they had seen. i am spreading the word to never take an animal to the petsmart groomers. they obviously have no idea what they are doing.

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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