PetSmart
reviews and complaints

This was the second time I used the groomer and I will advise anyone to stay away because they fill it's acceptable to injure you pet and send them home for you to take care of the injury and potentially create further health problems. I took my Shih Poo in for grooming on 8/31 last Friday. After picking him up late evening and returning home we notice there was larger amount of blood coming from his paw. We immediately contacted the store manager and report this and spoke with Abby who felt this was know big deal and indicated this occurs often at there location. I told her this was outrageous and unacceptable and demanded a refund. She stated they do not normally give refunds and if I felt it was that serious I should take him to a emergency vet. After further back in forth she finally agreed to a refund and stated she will make a note Scrappy our dog was not suitable for grooming. I guess she was implying he could not hold up to there injuries standard. This manager should be fired for lack of compassion for pets and their owners.

Hello I'm writing you today because I just walked to your Pet smart located at 203 E Interstate 20 #1, Arlington, TX 76018 to make a return of some items in which I had bought at different times in which I encountered a ride, short and unprofessional Manager by the name of Evelyn. Some of the items I had my receipt for still and a couple of them I could not locate as it had been a couple of months since I had purchased them and was unable to locate the receipt unfortunately. However it stated online that any items over 60 days may be brought in with or without a receipt and a valid drivers license and I would receive store credit for at the items lowest sale price during that period which I was perfectly fine with accepting as it was my fault for waiting to finally return them a while after I purchased them. However she flat out said she was not going to take them back unless they could locate a receipt for the items. She asked me for my phone number I used and I told her I couldn't remember it as I had that phone number for just under two weeks before I had to cancel and change my number due to my phone being stolen along with my car that was stolen on Friday June 29th between 10:15pm and 8:00am Saturday morning of June 30th outside of my girlfriends apartment which is where my phone was sitting at the time due to my forgetting of it. However I couldn't recall the number due to not owning the number but for a short time and she was rude, very disrespectful and short with me. I asked why and she said policy. I showed her the site online where it states what I mentioned earlier and still refused with attitude. Now if you recall I mentioned I walked to your location in the beginning and I live about 2.6 miles from your store and when getting there I had no idea I would be so poorly treated by a manager of this location and sent back home wasting all the time it took to get there and back. Now my dogs are suffering and I'm having to borrow money from a friend and pay them back later along with getting them to drive me to a further away location as I will not go back to that store again. I was embarrassed and look at like I had done something wrong not treated as a customer of 6 years as I have been but a degenerate would be the way I was spoken to and looked upon. Now I don't know what reason she felt the need to treat me this way but i am very very upset at the professionalism I was shown and the lack of care for my situation I am in at the moment being without a car now as it was never recovered and lack of concern for my dogs well being as I wasted roughly $100 in which I could not return and get dog food or any other items I may need in the future. I am not a rich man and work paycheck to paycheck but I find a way to take care of my boys (two labs both 6 years old) and take from my own self to do so. I don't know what Evelyn thinks about other people's pets but she should know that the owners of them especially myself love my dogs very much and are family of mine. Please do something about this as this is not the way any person in a position of guidance, compassion, concern and power should be as a manager of any business is. Thank you and you may reach me at [protected]. Sincerely, Sean Maunders

On August 20th, 2018, I took my pet Maltese, Kody, to PetSmart groomer, Katlin for an express groom which costs more, as I have for over 6 years. It is very interesting that that this was a rescheduled appointment because another groomer made a mistake and scheduled me with a new groomer when I specifically asked for the same groomer, Katlin who has a long term relationship with Kody. Kody has a slight heart murmur with has no complications and has for 3 years. Katlin knows this and has accommodated Kody with no problems in 6 years. The store leader, Lyndsay, met me at the door and appeared to be inspecting my pet. Then, she started talking about how she began grooming her own pets herself since one had a medical trachea problem. I believe this store leader has been looking into my pet medical records at Banfields. When I contacted Banfields at the Vienna Virginia location, the vet. technicians told me she did ask information and received private information from Banfields the pet hospital. In Virginia, pet records are confidential In the past, veterinarians told this same groomer that this is no medical condition preventing Kody from being groomed. Virginia Code, section 32.1-127.1:03 states that medical records are the property of the health care entity maintain them. ...and are only released according with the law. This visit, Katlin said, "Kody is old". I said Kody is 12 years old and Maltese dogs are noted to have a long life. Kody is not considered old, he is an adult dog. The corporate office in Phoenix, Arizona was alerted on the same date and have management has failed to address my concern.

On August 25, my dog had a grooming appointment for a bath at the Petsmart located at 131 Highlands Blvd Dr, Manchester, MO 63011. Upon arriving at this location, I was ignored at the front counter of the grooming salon for several minutes while three employees stood at the counter less than three feet away from me and my dog. After several minutes an employee greeted me and said they would help me in a moment. I did not mind waiting, but I found being ignored for several minutes to be rude and reflecting poor customer service. When I arrived to pick my dog up from his appointment he appeared to have visible dirt still in his fur and an odor from several feet away as if they did not even use shampoo. In addition, his fur was still completely wet, and I was told by an employee that they did not try to dry his fur because he was barking. I also found this to be unacceptable. Ultimately, the service was not completed and what little grooming was done was of very poor quality of work. So, I called to speak to a store manager and after explaining the situation was told I would be given a refund. I was then put on hold and told they would begin the process of refunding my credit card when I was transferred to a different store manager who then told me that it is "not possible" to offer me a refund. I will never be returning to Petsmart grooming, at any location, and will never recommend Petsmart after the poor customer service and quality of work. I highly recommend that the management staff be replaced and that the remaining staff of the 131 Highlands Blvd Dr, Manchester, MO 63011 location be evaluated and retrained, if deemed appropriate. Minimally, I would like a full refund.

Today 8/25 I took my Lab (Coda) in to get groomed at Hurst, TX. This is not his first time there. I also take my two Shih Tzus there regularly. When I went to drop of Coda, he resisted going to the back to get groomed. He usually does and they can usually coax him to go back. This time I was watching from the window as I exited and their were about 3 or 4 people trying to pull him back, he was not aggressive he was just resisting. One of the ladies there, and I am sorry I did not get her name because she angered me with her attitude. While I was watching through the window, it was evident that she was getting frustrated that he would not listen to her. I feel like he was responding to her attitude and frustration. She noticed I was watching and motioned for me to come in. When I did, she would not even look at me. She said in a snarky voice "you need to take him, if he does not go back willingly then he can't be here". I explained that he had been there before and that I have never had an issue. She said "well today you do and he can't be here", all the while NO eye contact. So I told her fine than I wouldn't bring him back, she said "that's fine". So with the way she acted I was really hesitant about taking my other two dogs in and told her that I won't bring any of them back which she responded, "that's fine, don't bring them back, have a nice day!" Here is the thing, I have been taking my dogs there since we moved to Hurst. I have spent over $1000 on grooming alone and that does not include the $10 tips I give the groomers each time I go. I love the groomers Lupe M grooms Coda, MJ G grooms Omar and Desere S G grooms Emmitt. I had actually cancelled my appointment for earlier this month for Coda and I got a call from Lupe M stating that she had not seen "our boy" and that she noticed I cancelled my appointment and she then rescheduled me. My work hours have been nuts but I was able to come in on 8/25 @ 2pm only to be turned away by a rude woman with a nasty demeanor. I was also told by this person that you all have a policy that is new, it states that if a dog does not go back willingly then they have to go home. This was the first time I have heard of this policy and as many times as I have been there, i have seen numerous (usually large dogs) hesitate when its time to go back and leave their owners. I do have to say that Coda does not like the dryer and gets nervous when it is used, so he is usually manually dried, which has also never been a big deal. What frustrated me the most was not the fact that I needed to take him home but that I watched the unnamed women and her demeanor with my dog and then coupled with her attitude with me, really made me not want to go back because these are animals that are being left by there owners and they get nervous, they are supposed be reassured and the employees should calm them, not add to their anxiety. She lacked the compassion I have seen in all the people I usually deal with. I won't be taking my pets back to the Hurst, TX Petsmart groomers because she made it clear that your company does not really need my business, so I guess I will find somewhere else that does. I will miss Lupe, MJ an Desere and the other compassionate staff that I usually deal with, they could teach this woman a few things about how to treat dogs and their owners. If I am going to entrust my dogs to strangers for 3-4 hours, it will not be with someone like this woman, I will go somewhere else. Thanks for listening.

I called PetSmart to ask when I could bring my dogs in to get their nails clipped. The girl in the phone said 4pm is their least busy time. On more than one occasion I walked in since you cannot make a nail appointment and they were too busy so I had to leave.
When I got there she was extremely rude and said she couldn't do it, didn't have time now but I could wait an hour.
I spoke to the manager about the situation and another groomer came to help us out, as well as the manager of the Huntington Station, NY store. She was so nice and helpful and even didn't let us pay. The other groomer with very short hair and glasses was helpful as well.
The original girl with the brown hair and terrible skin came back out and continued grooming my dog's nails after the manager stopped to help another dog. She was yanking on my dogs leg and then yelled at my dog to stop, that she wasn't going to continue. Honestly my dog was well behaved for the manager and other groomer but I feel could sense the energy of this girl. She was nasty, unprofessional and should not be working with animals.

I shop at pet smart for all my things, cat / dog. I spend a lot of money there. I also take both of them to your vets, I get a coupon that says I can save $8 on the dog food I get. Of course that made me happy, so I went in today to get a bag. It says 10 pounds or more, ok so I look for it nothing. I asked the people who work there where can I find it, they said sorry the next is 17 pounds for $46. This is unfair and I feel I may go somewhere else for my pets needs, as I said I spend a lot there and should have been able to use this coupon, it does not state on it we don't carry 10 pounds bags, you can only use it on the 17 pound one. This way I would not have been disappointed.

I took my 3 month old Shih-tzu to Petsmart for a 9:30 am appointment with a groomer that I thought I could trust. I had asked to pick her up as soon as possible(before my other Shih-tzu) since she was so young. Around noon, I decided to call and check. I was told they had some trouble and that Libby, my little puppy, was fussy. I was worried so I decided to start heading that way. Shortly, I got a call saying both my dogs were ready.
Libby seemed so sad. Nothing like the puppy with boundless love and energy. Once in the car, she chewed on her paw obsessively. I pulled over and found that the leg had tons of matted soap/fur and a rubber band on it. Once I removed the rubber band, you could see where she had chewed on one side of it causeing injury to both sides of her leg. On the backside, the rubber and had cut into her leg. I called Petsmart and drove back. All I got were "not me"s and "we did not see it". Though they had bathed her twice due to a potty accident. They had already spoken right the Banfield vet. It was all very fishy.

Once the vet told me it was not PetsMart's fault(yes that was the first thing she want to share) she told me about how they would treat it. The vet tech was the only person at Petsmart that seemed to care and was not trying to say "not me" or try to take the rubber band I found on her leg away. She even recommended that I go to my vet. i will never go to Petsmart again.

Two days ago my husband went into the Pet Smart in Sahuarita, AZ with our dog trainer, which is a collar (he didn't take in the collar) and a battery operated remote. He asked how to get that apart without damaging it (lost the paperwork since moving from Texas) so he could find out what batteries were required. The guy sold him two 6volt (flat round batteries) for $20! I was really upset that he fell for that. The same batteries are about $6 (or less) at WalMart across the street. I was fuming! Today I went in there as it is next door to Sprouts, where I shop, and spoke with someone there. He just brushed me off. I told him I did not want a refund, just wanted to air my feelings about being taken advantage of. That was my first and last trip in there. I posted on FB (local part in our area) about this and many said they are way too expensive. Petco is across the street and prices are better. No problem, my last trip to this rip off store. I would like to get my money back, but that is just tough for me. Thanks for listening. my email is [protected]@gmail.com

I went into pet smart yeterday on my day off to buy my betta fish some water and while we were looking for the water we stopped to see more betta fishes and it broke my heart the way they care for the bettas is so sick the over feed them and they struggle to keep floating i'm so livid they were 7 dead and no worker knew, this was in brownsville tx! On top of that we asked to see who took care of the betta fishes so we spoke to that person and he was quickly to put blame on a previous coworker that it was her that over fed them it's completely sad honestly a shame from petsmart I will no longer buy from petsmart and I will tell all my family to not buy there aswell i'm really disappointed it hurt me to see these fishes struggling to breathe and on top of that I get attitude from the employee not acceptable i'm truly sad and super disappointed petsmart hurts be to go but it hurts me more to see all fishes not getting the proper treatment and cleaningness they deserve. All I ask is to keep updated with this store or i'll be returning again with a complain I need to help these fishes to be maintained well! Thanks for these years you've been a great help to me petsmart but no longer, more sad to say! Thanks hope you actually have time to read this.

I'm so pissed im beyond livid and I'm going in There tomorrow and raising hell and my dct today told me they sell sick animals they are known for this well here's my little story of your negligence and horrible evil cruelty of caring for these animals who are creatures of Christ and I've been so so sick and I've not been able to be around people for years now because they have been so stressing me out and I've got neuropathy a nerve disease and mother ——- this is cruel what your doing to these animals and I'm going to fight
For those who cannot fight for themselves and i wanted a kitten to love and take care of and they sold me a very sick kitten and now I'm sick because of a low immune system and we spent at least 200$ in toys and stuff for him and he was so sweet because he was wanting love and i didn't know at the time he was so sick and I was watching over him and he was non stop sneezing scratching and his ears were bothering him well we decided to take him to the vet and he was worth spending the money on because he deserves to be treated right and he had ear mites which he was crawling all over me and he was shaking his ears bad and they said i can't get sick of course and we explained i had a bad heart and low immune system and can get so sick so fast and I cannot be around anything so sick it can kill me at this rate now and they said she's fine and they said he only has ear mites well that's 300$ with all the medicine and visit and of course we bought whatever they thought he needed to feel better and it's been like four days and he's not doing any better he's still so sick And I had to hand him to a good friend bc my doctor said no way what're you trying to do kill your self and i said i wanted someone to love and take care of and they made me find him another home and i was stressed out of my mind no sleep he was sick and jumping all over me and now I'm wearing sweaters in My house and I'm now feeling sick and so he is at another house because we didn't want to call animal control and I'm so sad he was crying at her house so bad omg I'm heartbroken not about the money no way but how can they so do this to people I'm going to take this to the top of who i need to get to because i called the store twice and they Weren't kind And didn't want to help us after we spent the Money to buy him and toys and everything a cat would want this little guy is knee deep in sickness as i was and now she can't keep him and he is suffering and crying and feels so unloved I'm so pissed and I'm going to raise hell in their tomorrow and it's not fair to him to be suffering and they lied and said he had all his shots and reassured us he's so healthy and omg they picked the righteous person of Christ who cares about him and his suffering and sadness and I'm crying now because he is so sick and I only had him less than a week i don't want to ever get another animal again i see now how you feel about them and I had pets younger but i forgot what it felt like and omg I'm going to take you down so fast this is so wrong on so many levels and I'm being rushed to the er now because I'm sick omg your done I'm going to take you down so fast

So I am a 14 year old female with 9 hamsters so I went to buy hamster food and I couldn't resist looking at the hamsters for sale. I specifically wanted to look at the winter whites, but under that cage was a syrian cage, there were 3 adult syrians which is a big no no. But not only did they look extremely sick, they had no food, no water, and their food dish was filled with urine. I am very very disappointed and disgusted. I don't believe I will be shopping there again unless there are some serious action taken and i'm honestly tempted to go back, take pictures and post them online. Basic animal care isn't even considered.

I went into pet smart in Odessa tx. My daughter was squeezing a dog toy and the lady that was checking me out said can you stop! I said is it bothering you she said ya! I said she just 6 she said well it's a dog toy. I told her she didn't have to be so rude. And she asked another employee if it was rude I was like really! Rude customer service for someone who shops there often and spends a lot of money there.

I went to petco to purchase a hamster for my daughter and there was a Long Haired Syrian hamster next to the cage of the hamsters I purchased, she said we can see or handle any caged animal unless we were purchasing them.
This Syrian hamster had its fur all knotted up with bedding stuck onto him, he came up to the front of the cage when I stood in front of him to take photos for mistreatment and he stood up on the glass looking as if he wanted help.
I just wanted to notify corporate to hopefully get something done about it, also this isn't the first time I and many others have noticed or filed complaints for the animal mistreatment that goes on in the Petco stores.
Thank you for your time, please help give these animals the proper care they need.

Angela A

Enuff is ENUFF. There's not NOT gonna be a movie "The Expendables 4 : The Bully Boss" (sorry movie buffs), there's not gonna be a grievance nor a petition filed on the behalf of the Moorestown employees and managers from September 2017 on. I know this because I was one of those people (employee) that was affected. Noone appreciates someone speaking up for those affected more than i but, let's get real for a sec. I walked out on my job, yes. Were my peers (including myself) verbally, over worked and mentally bullied, yes. Was the store manager the reason, yes. Please allow me to also state that I did (DID) call the phone number that is posted in the handbook and breakrooms in all stores for bullying. The first time I called I was disconnected (or hung up on), the second time I called I got a message stating that "the number I was trying to reach was out of service". After I couldn't reach anyone on the phone I snailed mailed a letter to corporate explaining my situation and the treatment I received at the store and why I walked out in the job I loved doing. I didn't hear anything, (ANYTHING) from them or anyone.

After leaving I learned a lot of my former coworkers also either quit, walked out or gotten fired because they didn't meet the store managers "expectations" I reckon. For those employees I befriended and enjoyed working with, I'm sorry. You are great hard working, pet caring, loving friends. You didn't deserve to be mistreated, if that was the case. I tried to help all of us (including myself) if only I could of gotten through to corporate. sorry. So, please STOP beating a dead horse and end this nonsense regarding the store. It's not helping...

Thank you goes out to those that helped me and gave me a great opportunity at the Moorestown PetSmart. You are all missed and I wish nothing but the best to all of those affected and still working at the store making pet parents happy. I miss you all. You're all a big part of my family.

Alot of employees and managers lost their jobs at a PetSmart store in Moorestown NJ. It all started in September 2017 when a store manager was put in place there. This store manager in question caused issues with employees at another location. He was transferred to Moorestown with a troubled past where he caused issues from the start. He mentally and verbally assaulted the workers there. Workers walked out, gotten fired or quit due to this person. Someone knew the past of this individual yet, they allowed him to cause havoc.
If you know details or were affected by this story, please comment on this. Thank you.

I had my Australian Shepard Romeo full groomed 10 days ago at the Ft Myers location on 41. I paid Lindsey extra for the oatmeal shampoo & round nail cutting. His skin was perfect before he went there. He started scratching immediately afterwards and is now full of bleeding sores and has bald spots. An educated guess is he picked up some kind of skin disease from their razor. He has a vet appointment to see if it's some kind of mange or mites. Upon my description of Romeo's condition to Lindsey she offered nothing to compensate me for their poor service not to mention Romeo's discomfort! DO NOT GO THERE!

I have recently learned that Halfway To Home rescue foundation has been banned from our local PetSmart on 10th Street West in Palmdale, CA. This rescue has been coming to this PetSmart for over a decade. Many of us that live in the community and the surrounding area have adopted our fur babies from them, including myself. We adopt them, and purchase all the equipment and supplies that are needed right there at PetSmart, one stop shopping.
Apparently there was a dispute between a customer and Halfway to Home. The person was denied the adoption and raised a major fuss. To settle it, PetSmart sided with the customer and has banned the rescue from PetSmart. Most people appreciate the screening that this rescue does to ensure that these wonderful dogs get the best possible home and the adoptive person/family get the best possible match. My husband and I went through this screening and we appreciate the due diligence that is their responsibility to perform. I can also understand why someone would be upset if they were denied and I'm sure people get disgruntled. I can't imagine that denials happen often, but there is probably a speech that is given that gives the perspective adoptees the reasons and other options that are available to them, but at the end of the day, their best interest is to the animals, as it should be. I would think that PetSmart would feel the same.
From what I understand the rescuers were accused of being prejudice and it got ugly. I know for a fact that this is not true of this organization, having met other adoptive parents and knowing that nobody wants to find these dogs a home more than Halfway to Home. On this one unfortunate day, the staff at this PetSmart made the decision to back the customer (probably to avoid bad publicity and a possible lawsuit). I truly believe if this had happened to PetSmart, their loyal customers would've backed PetSmart up, this includes myself. However, the decision to back this one customer made by PetSmart has caused a furor on social medium.
Most people that go to this PetSmart have come to love this rescue/charity. They are a wonderful charity and have rescued many wonderful, well-adjusted dogs that deserve good homes, including our little girl. The decision for PetSmart not to side with the best interest of the animals has dismayed and saddened me. I have always been a loyal customer of PetSmart because they have helped so many dogs find their furever homes and helped us find our little girl.
There is a Petco right across the street from this PetSmart, I very rarely go there, my reasoning is that I didn't personally see Petco help rescue animals as I did PetSmart. I have often recommended this store, not only because people can go there to rescue a dog or cat but because PetSmart offers it and gives Halfway to Home a showcase.
Sadly, this has all come to an end. I no longer feel that PetSmart has the best interest of the animals in mind. I will no longer be buying our food, treats, accessories, toys, grooming and, yes, even clothes for our 2 dogs and my daughter's two dogs and 3 cats (and trust me, they all got a bountiful PetSmart Christmas).
We consider going to PetSmart as a family outing because our dogs are welcome there. We visit the dogs that Halfway to Home would bring and the people that work there. Our little girl could visit them and they could see how much she's loved (they had her her whole life, 18 months), of course, never leaving empty handed. Afterwards (if the weather allows) we go to the dog park.
I am actually crying as I write this. I have never been this saddened by the action of a single store ( and never thought it possible). I find I am not the only the only one that will no longer be going there, by the talk on the app of "Nextdoor" and Facebook. So far on Nextdoor, alone, there are 47 comments. There are quite a few people upset. They are recommending other places to shop, but all that is not the point. The point is that PetSmart hurt innocent homeless dogs, denying their chances of finding a home and hurting a reputable rescue foundation.
I am sorely disappointed in PetSmart. I am hoping that corporate can look into this travesty and can work something out between Halfway to Home and this store. Maybe include training on how to handle this type of situation in the future, and send a mediator between PetSmart and Halfway to Home to resolve this. Until then, sadly, I will no longer be a consumer of PetSmart.

Respectfully,
Teri Baskette
3145 Lennox Ct.
Palmdale, CA 93551
[protected]@roadrunner.com
661.609.5898

I had a 9am appointment this morning, 7/19/2018, at 9am at Ward Parkway location in Kansas City, Missouri to have my 10 year boxer girl groomed. It was truly the "blind leading the blind". The young girl at the counter said she would be grooming my Bella. WOW-talk about Stupid! She could not even tell me anything about their grooming technique. I just turned around and brought her home.

Employees and managers were terribly and horribly bullied out of their jobs since September 2017 when a certain store manager was transferred into the Moorestown, NJ store. This took place over several months where dozens of employees and at least three managers lost their jobs due to him. They were forced to quit, fired, or even made them walk out on their jobs. Verbal and mind games were played on them all including forcing them to do things out of the norm and refused to pay them.
Now that the evil store manager is gone the jobless employees want their jobs back.