PetSmart
reviews and complaints

On May 26th I took my 13 month old standard poodle to get a basic groom. When I dropped her off for her 11 to 2 appt. she was a very active dog. When I picked her up at approx. 5 pm she was quiet. I assumed it was because I had them cut all her hair off for the summer. By Saturday evening she wasn't eating and became lethargic. When I let her outside to go to the bathroom she would stand in 1 place. Things went down hill from there. Monday morning I took her to the vet and she did an xray and went in for emergency surgery for a twisted stomach that was around her esophagus. I trust my vet and the vet said that something had to have happened to my dog during her grooming. I spoke to Kabra, who is the salon manager at Poplar Bluff and I was informed that there are no cameras in the store. I would like this matter to be investigated. If there are no cameras then I understand that it is my word against theirs but I want to make sure that this never happens again. I was told that there has not been a complaint against this salon but I was informed by Stephanie Twyman that she filed a complaint and has never heard back from you. And it was also against the same groomer. The groomer is Stephanie Carson. Please get back with me and let me know that you have taken this serious and something was done.

On 5/31/18 at 12:00 pm, I visited the North Augusta, SC location at 310 E Martintown Rd #500. I purchased flea medication mistakenly on 5/25/18 and have since lost the receipt. After trying to return the item without a receipt, and entering my phone number into the system they were unable to process my request because of company policy. The acting manager was called by the cashier and he verified that I could not return the item. After entering the phone number into PetSmart computer they could locate all of my other purchases, save for the transaction done on 5/25/18. The employee that took my transaction was Daniel, and clearly my phone number was not entered in correctly during the time of the transaction. I explained to the acting manager that I shouldn't be penalized for an employee not entering my phone number correctly and moving forward with the transaction. The manager stated that I can wait and speak with the store manager on 6/1/18 at 8:00 am. This poor customer service and mishandling from the acting manager is not favorable, and I do not wish to make any more purchases from this company if my complaint cannot be resolved. I can even provide a bank statement reflecting the purchase. Please advise.

Thank you,
Leo Hackenberg

I have spent a lot of money and used PetSmart for years. One person in the dog day camp discriminates. I am told when to bring my dog. I Am the consumer not your
employee. She fails to understand who pays the bills. This is the worst case of customer service I have ever seen and I spent over 20 yrs as the AVP of the largest brokerage inthe world. She would have been fired immediately.
I have filed a complaint with corporate, with local news that helps consumers and also with my legal. I have plastered this all over socal media and have no problem with that as I tell the TRUTH. FIX THIS NOW
Larry & Brenda Campbell (Colton)
[protected]

I went into PetSmart store #2398 and the employee
(Jessica) was extremely rude when we brought an error to her attention. She really needs to be talked to about it. Most of the employees in the store and pretty nice and are always willing to help out. Julian was at least helpful and very nice and undstood the issue and jumped in and assisted us with problem

05/26/2018 the date that the incident occurred. I entered pet smart with my two grandchildren and we proceeded over to the aquatics department. There two gentle men were waiting whom appeared to have been waiting along time. The gentlemen got agitated that the girl in the aquatic department was choosing who she wanted to wait on and the amount of time she was spending with them. I assisted them with picking out their fish which was a male and female of the panda fish, and the dalmatian mollies they also got guppies, so I was the next customer to be waited on being the only african american lady when it was her turn to serve me she came over and said what you need. I began to ask her about the fish I wanted to make sure they were compatible with the ones in my tank. Meanwhile I am talking to her she is looking over her shoulder at the older white couple that just walked up and staring at them so I am still asking her questions about the fish and she is still looking at them and making eye contact and body gestures towards them so about 10 minutes of this went on and I finally said if you are so interested in helping them and not me and your not listening to me or trying to assist me and I was here and you were suppose to be helping me then please go help them. I and my grandson's went to the front I asked to talk to a manager because that is disrespectful and racist. So I explained to him and he accompanied me back to the aquatics department and she still was talking to the couple and never acknowledged the manager or myself and he asked me what happened loud enough for her and them to hear and she still never responded and I explained once again. I am in this store #1594 frequently I spend a lot of money there and even if I only spend 10.00 the fact remains I should have been treated with more respect. This store is located in danville virginia. The address is as follows. 135 collins drive suite c. This made me feel very, very, upset and I felt just like I was treated like color came first in this case and it should not have when we all were there for a service.

On May 12, 2018 I brought my three dogs to Petsmart Grooming in Westlake Village, California as I have done many times in the past. Two of my dogs get full grooming so we always have Angela take care of them because she does a wonderful job and I trust her. My other dog Josie only gets a bath because she is short hair. Normally I have Sylvia bathe her; however she no longer works there so they had a new bather take care of her. When picking her up she yiped getting into the car and she did not want to come out of the car when I got home. I finally got her out of the car with help and she was having a hard time walking in her rear legs and yiped here and there. Being 11 years old I thought may be she had too long of a day. She was not getting better so I finally took her to the vet on May 14, 2018. She was prescribed Gabapentin 300 mg (for pain). I immediately called Petsmart - Westlake Village and spoke to the manager who directed my call to the grooming manager, Natalie. Apparently, the new bather was running behind so it was the grooming manager, Natalie who actually bathe Josie. She had my vet email Josie's bill from Conejo Valley Vet to her and then advised me that she would call me back. She never called me back and I did not want to call her since she was the one who bathed Josie. It took Josie a whole week resting and being on Gabapentin to be back to normal. I had spoken to another previous bather employee regarding the procedure on bathing. I was advised that after the bathe, the dog in placed on table for nail trimming, etc. The table only goes down to 2 - 3 feet off the ground and normally the employee helps the dog off the table by lifting it down; however, some employees make the dog jump off the table. This sounds like what happened to my dog Josie. I am really upset due to the grooming manager Natalie never calling me back and never even offered to reimburse me for the bathe and vet bill. I want a refund of $39 for the bathe and $86 for the vet bill.

Tonight I drove 30 minutes to buy my sons some more fish. When we walked in there were so many dead fish I couldn't even count them. The black mollies were covered in fungus. The guy working said they treated for ich which isn't going to do anything for the fungus. There were at least 20 dead snails. We quit going to the Baytown location becAuse of sick fish being sold instead of quarantined. Needless to say I had to upset my kids because I wasn't going to buy fish just for them to die right away from fungus or infect my other fish. I have purchased everything including my 60 tank and stand from PetSmart but seeing as how the fish are not being taken care of I guess I will have to go elsewhere from now on. This was the store on Bay Area blvd several other customers also wAlked out after seeing the fish.

I was in the Lethbridge AB PetSmart. I was standing in line being checked out but the cashier while I was waiting I was watching the groomers. The lady grooming the black labradoodle grabbed his leg pulled him so hard his face hit the table and then hit him with the razor. I then said soemthing to the cashier and he laughed At me. I have contacted the store manger and they told me to right my complaint here. If I do not hear back I will be taking this to bigger authorities and contacting the CTV new so people know how disgusting your workers for Pet smart treat animals.

May 23, 2018: 11:45 AM

I took my dog, a Pomeranian mix that happens to be deaf, to the grooming salon at the PetSmart Grooming Salon located on Festival Way in Waldorf, Maryland. My dog has been going there for about six years and I have not had a major problem with the service until today. I dropped my dog off for a 9:30 am appointment and got a call at 10:08 am. I call the salon back to be told that they had bathed my dog but could not groom her because she 'nipped' at the groomer. The dog is deaf, and somewhat sensitive to being handled but that has never been a problem to the other groomers that have worked on her. I went to pick her up and the person who waited on me, Kristi, proceeded to lecture me on how I should have my dog groomed. It was apparent to me that she had not bothered to review the intake sheet to know that my dog was deaf. I will not have my dog subjected to these unprofessional, inept people again. If you cannot handle a 10 pound dog...you should not be working in a dog grooming salon! I am angry and disappointed that I have make another appointment elsewhere to have her groomed.

I will start off by saying I contacted petsmart corp. on this past Saturday because I found what looks to be a very hard chicken nail in my puppies food. Authority puppy food 8 pound bag small bites. as I looked for who to contact about this, I noticed that it was an expired bag . I took it back to the store# 0362. when I explained to the manager and the associate. I got the roll eyes from both of them. Was told that bugs get into the bags all the time. I was not talking about bugs. The eye rolling was so disrespectful. All I want is to exchange my puppies food. As I grabbed a new bag (mind you the only bag that was on the shelf) I got home, Another bag of food that expired over a month ago. april 14, 2018. I only wanted to exchange my puppies food. As she has been eating it since I got her April 8, 2018. I really should not be going through all this for puppy food since petsmart is supposed to be the place to go for all their dogs needs. But the only thing I seen its all about sales. As for petsmarts brand dog food. I got the feeling that this store doesn't care if their customers get the best experience. I asking for a resolution to this matter. I would like a full refund . I will not be going back to petsmart. Ill find another pet food store to go to.

Had made an appointment for my English bulldog over a week ago for a spa package bath, nail trim and sanding at a local Pet Smart for today. I arrive with my pet for service 15 minutes early. The three girls working there all acted really weird when I checked in. A few minutes went by and they had their store manager approach me and tell me that they couldn't do him because he was a brachial breed. I looked at the girl who had made the appointment for me a week ago in person and said what is the problem you knew that when I made the appointment with you last week in person? I wasted one hour in driving time to your incompetent grooming store for nothing but a waste if my time. Highly doubt that I will do any business with Petsmart ever again.

I had been a petsmart client for my dog, Motown, for 8 year for the monthly sum of approximately $43/month. He qualifed for a teeth cleaning last october. In November, he was paralyzed and petsmart had me bring him in for a xray. After the xray, techs at petsmart said they could not diagnose what the problem was. Upon advise from another vet, I took him to animal neurology and imaging in Mesa, AZ.
There they ran a CAT scan, then an MRI the next day and surgery that same day. Now he's back running; about 95% of before.
My complaint is this:
While at Animal Neurology, they asked for Motown's xrays from Banfield. I called Banfield to send them over, they said they would. It took them 5 hours to do so, even tho they said it would be 15 minutes. I got more angry with each phone call I made to Banfield. To the point they put the office manager on and said my business was no longer wanted! After 2 dogs and thousands in total monthly payments, the one time I needed Banfield to step up they dropped the ball.
I believe I am still owed a teeth cleaning for my dog, not to mention an apology for taking 5 hours to send over the xrays to the other hospital; keeping me, my dog, and the Dr's waiting before doing the CAT scan. Animal neurology said, due to paralsis, a CAT scan was the proper Dx rather than an X-ray. So $845 later to Banfield, and NO opinion of what was wrong with my dog is rather disappointing to say the least.

Ken Reese
Scottsdale, Arizona

Store number 1475 action required!
I opened a brand new bag of dog food and found maggots crawling around the dog food I took it back and the employee went to the radio and contact the manager and said we moved up to maggots meaning they already have bugs then informed us that they have a bug problem in the building we went to the manager and the manager said that was a lie she lied and is continuing to sell the dog products earlier I gave him a treat from the same store and he immediately threw up my dog. All the manager said was its moths and gave money back

I've called my local Petsmart about my application several times for the past month. They keep telling me they'll "review them later in the week" but I'm assuming they haven't since they don't say "we've filled the positions available" or "we're no longer hiring", or anything. I've been dangled on a line for weeks. I called a day or two ago and the lady answering the phone didn't even ask for my name, she snipped at me that they're looking later and hung up on me.
I'm frustrated that I can't get a straight answer. I went in last week with my brother, and it took me 10 minutes to find what I was looking for. Meanwhile there were TWO employees standing in the same isle, chatting, ignoring me. Never once did they ask for my help despite seeing me having trouble finding what I came for. They just watched me and continued talking about college and who their friends were dating.
I would still love to work for Petsmart because I want to make the animal's live healthier and happier, as well as ACTUALLY assist customers. But I will never receive a straight answer I guess.

Petsmart # C395, 4379 Guide Meridian, Bellingham, Wa. 98226. 04/21/2018 - 12:37pm. Cashier-601544. My PetPerks Number: [protected]. I purchased a can of Turkey & Giblets in Gravy shreds. 9 days later I went to open the can and discovered the can felt extremely light. I have not opened the can and I do realize I can take it back where I purchased it. But I wanted to inform your Company, so corrections can be made of this problem if necessary. I would also like to add I have purchased from Petsmart for at least 15 yrs. I have been completely satisfied with your products, services & employees the entire time. Everything I ever purchased has been above and beyond any other pet store. And as the owner of 9 Cats (from 1 hour old to 1 month shy of 16 yrs) all different breeds, that says a lot. Thank You so very much for caring about our fur babies. Your store is the one I always recommend to everyone.

4/28/18
I forgot my appointment for my dog's grooming today. Petsmart grooming called me. They explained that I could reschedule for 4:00 the same day. My husband trimmed my dog's nails because it is an extra fee to have this done, and we usually do that afterwards. However, instead of doing it afterwards, he went ahead and did it before. Occasionally, you cut them too close. I have had them cut at the vet before, and the vet cut them too close. The vet said it was not a huge deal; they bleed a little, and they are fine. This is exactly what Jacob did. Of course, we don't mean to do this, but it happened today. We brought Jacob in and the worker questioned us about the small amount of blood on Jacob's foot. We told her what it was from, and she was obviously displeased that we had cut his nails ourselves and "hurt him". Thirty minutes later, I received a call from the grooming department to come pick up Jacob because he was panting and acting like he was in pain. They explained that they didn't understand what was wrong with him, but that they would be unable to cut his hair today with him in this condition. When he got home, he had no problem jumping out of the car and running around just fine. There is nothing wrong with him, other than he needs a hair cut. The groomer today was Sandra F. I have been a very long time customer and am very displeased. I do plan to look for another groomer.

Made an appt at the Davenport store #0271 for today 4/27/18 and when I arrived they said we weren't in the system but they did work her in! They said they'd call in three hours to come pick her up and after 3 hours I finally just went in to see if she was done and they said yes but they never called me! The girl said my dog has digestive issue because when they cut off the matted hair she let loose and pooped she told me to keep an eye on her to make sure she goes ok well my dog has never had a problem Going poop at all! And her hair cut was so bad the front of her face is cute short on one side and her other side is longer and the whiskers are really long on one side and cut off the other around the nose it was not cut right and her ears look uneven I paid a lot of money for a bad job.

Store # [protected] N 73rd Plaza, Omaha, NE 68134
Date: 04/27/2018

While returning an item, the gal working the register, named 'Jody', was very rude. I was with my new born (2 months) who was especially crabby and my interaction with this employee made this experience especially negative.

I understand that working in retail is grueling. It's tiring and employees are often underpaid. I'm not sure if she was just having a bad day or was annoyed with my return, but no customer at any establishment that desires to keep a clientele base should experience the awful customer service that I did today.

I worked in a few retail stores in high school and during my undergrad and understand the importance of good, friendly customer service when it comes to the success of a business.

As a reoccurring and loyal customer, and as someone who has convinced countless friends and family members to take a puppy training class with PetsMart here in Omaha, I was very disappointed with the customer service I received in this interaction.

The point of this email is not simply to complain. I hope the employees day was better as her shift went on. But I also do hope that a conversation is had with the employee about the importance of customer service.

Many thanks,
Destinie Freeman
[protected]@gmail.com

My first and very last experience at PetSmart. I have a cat that I adopted from PetSmart last year. He is a long haired very fluffy boy. From the beginning I have brought him every other month into a groomer for a bath, brush, blowout and sanitary trim. He is quite used to this and his groomer has always said he did just wonderful. The hours of my groomer had changed a bit and they no longer worked with my work hours so I decided to give PetSmart a try. I called and talked to a girl in the grooming salon and explained I wanted the "works" everything except the nail trim, for he is all 4 declawed. She told me only one girl did cats and I had a two week wait and would 5:00 be fine? I work during that time but said "I'll take it!" I moved my own clients around and blocked out so I could get him there and also brought my husband along so that if need be he could pick him up earlier than the 1 1/2 hrs that I had to return to work for. Anyways the moment we walked in the girl that does the cats said, (even though she had not even met my cat yet) " if the cat seems at all stressed I will not be able to do him" then asked what I wanted done. I explained once again what I wanted done and she once again went on and on about she may not be able to do him if he is stressed. After waiting 15 minutes as many dogs were being brought through and barking and fighting their owners about going behind the counter the girl comes over and has me take my cat out. I hold him in my arms and she pets him and puts the leash around his neck. She immediately says..." He just groweled" I'm like oh? He's a sweet baby, just a new place and all the dogs may have scared him. ( I did not hear him growl as I was holding him even) anyways she then tells me " no, I'm sorry he can't be done" u can bring him at 7am if u want and there won't be as many dogs here. I was shocked? I mean really? I am sorry he was not purring when we walked in! But he sure was not a problem or was he being overly stressed! She was petting him and he was being more gentle than the dogs even were! She also had no idea of what I wanted done! So I am extremely angry that I wasted my time, and moved my own clients around to which I lost money...drove way out of my way to an appointment that was turned away basically when I first walked in! Why say you do cats? When obviously if my sweet gentle cat that has been groomed many times before you won't touch! After leaving today, my husband dropped me back off to work and noticed a grooming salon in route and it was still open. He had my cat with him so he decided to go in and talk with them. Well they met my cat and have no hesitation with grooming him. Yes, he told them of our experience with PetSmart and they couldn't believe that my cat would be turned away! I have never complained of anywhere before but after this experience with PetSmart I feel like the company should know ...I know all my friends with furr babies will!

Prior to my 4/20 appt. they said it would be two weeks before they can setup my 3 dogs, because they were having staffing and turnover issues (something I've heard very often over there). Come in for my appt. and the grooming person said "I have this dog and another in the back and I was going to call you to see if you can reschedule your appointment for my maltipoo!" If that wasn't enough, the same groomer told the bather that she wasn't allowed to bathe my long haired german shepherd because he was matted in the area that they once told me was the sanitary shave area (taking 5 minutes) that comes with every bath. Then said that they are two different services, so I said okay, I'll bring my maltipoo home and you can shave that area for my long haired german shepherd, services I would be paying anyway. The groomer, Anna, refused service to my dogs. I left the stupidity there, came home and called Luis the Manager, who seemed to be a junior level and clueless of what his job is...knowing what works in his store and listening to the customers complaints as to what doesn't work and improving upon it. Asked me to talk to Tony & Julie who are also Managers, but who rank higher than him. I just want to go straight to corporate with this issue. It isn't the first time. We came in a couple times and were told that our dogs didn't have appts when we had emails confirming the appt. They do not deserve my business!