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4.3 20 Reviews 638 Complaints
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PetSmart complaints 638

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12:39 pm EDT
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PetSmart my dogs grooming appointment

I brought my dog in for his grooming appointment a week and a half ago. When I picked him up he came home with a sore paw and kennel cough. so I had to bring him to the vets to be treated and he's on three antibiotics. I was very heartbroken and very upset that he went through that. I want my money back ASAP. I will never ever go to another PetSmart, or recommend them to anybody again. I did also find out that even if you have a grooming appointment they still sit in the cage for a while

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Shawnana
, US
Sep 06, 2018 7:11 pm EDT
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How did he get kennel cough if he had his bordatella shot? What was wrong with his paw ?

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9:57 am EDT

PetSmart rude store employees

7/9/18 approx. 10:00am, PetSmart Brier Creek, Raleigh NC. Went to this location to purchase bird toys. Was waiting in line to check out when a male employee walked up behind me, reached directly across/in front of me to pick up something off a shelf, picked it up, and put it back...all without so much as an 'excuse me'. How about learning some basic manners? And then the checkout clerk greeted me with "Phone number?". How about 'good morning' or 'how are you doing'? Nope, just 'Phone number?". When I declined to give my phone number he acted offended. Nice customer service.

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3:07 am EDT

PetSmart manager becca customer service

Becca was rude, following us around for no reason, harassed my friends that was talking my [censored] tzu to the car after being groomed. She actually took a pic of my license plate... Why? I have no clue. i called to complain after seeing my dog was bleeding around the nail area and she answered cont no calling me a [censored]! I'm was in disbelief. I've been witnessed such rude behavior in any store anytime. And I will never go back there again period.

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Update by Joe Sanders
Jul 09, 2018 3:08 am EDT

Portland Oregon

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2:40 pm EDT
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PetSmart poor grooming service at petsmart, lufkin, tx. on 7/1/2018.

I recently took my 2 year old male Bouvier De Flandres in to Petsmart in Lufkin, Tx.. to be groomed at an 8:30 am appt. The groomer (Carmen) did not show up unti 9:30 am. And had no idea how to cut and groom a Bouvier. My husband spent 10 minutes explaining the proper cut. 4 hours later we returned and it appeared our dog was being ignored. Carmen started trimming his ears when she noticed us watching. He did not appear to have been bathed from his odor even though we were told he had been.She had cut large uneven chunks of fur from our beautiful dog, skinned his ears and otherwise totally ignored our instructions for the length of his cut. He even left with Fleas. For this shameful performance we had to pay $100.00. Marlis Cates. Email: [protected]@yahoo.com.

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8:03 am EDT

PetSmart management

I worked at the Petsmart on Muldoon for up to two months and the reason I quit was because Lori, the store manager ridiculed me in front of customers as well as former employees. The amount of unprofessionalism working for this peticular location ruined the company for me as a whole, as a life long customer I was shocked that not only fellow pet care associates ( Hayley) as well as my managers ( Lori, and Jessica) would comment on how slow I was during my training as well as scapegoat me for their own management issues. All of these incidents had occurred from 4/25/17 to 5/30/17.

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Jeff Nunez
, US
Jul 06, 2018 3:51 pm EDT

Sounds like a similar issue the Moorestown, NJ store had where a store manager came in and caused a lot of employees their jobs. Too eerie of a coincidence and too very familiar.

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8:42 pm EDT

PetSmart grooming

MISERABLE - UNPROFESSIONAL- BRAZEN ATTITUDE experience. Been long time customer with regular groomer and on arrival at appt time Nicole (Salon Mgr) told my groomer was sick and could not take my dog. This was done in very unprofessional threatening manner argued in threatening manner ramming door pointing fingers saying " THIS IS MY SALON AND I GET TO CHOOSE WHO TO TAKE " and she chooses which dog to see. Upon call with her supervisor Brooks (another very unprofessional ) person who clearly showed where the unprofessionalism starts. I

t fathoms to see how the corporate office does not train these immature in customer communication and service and talk tantrums.

Complaint: Regular customer treated unprofessionally by Salon Manager (Nicole ) extreme unprofessional attitude with brazen customer attacking language and stance." This is my store I get to say if you come in or not"

Requesting PetSmart official response

Appt time: 12.00 pm July 3, 2018

Store: 3780 Riverchase Village Ste 300, Hoover, AL 35244

On arriving was informed store could not honor my apt with Ana(regular groomer) had to leave on emergency. Requested for another person to groom but was informed in brazen tone and attitude by Nicole (salon manager).

Very very brazen I don't care attitude and no customer professionalism.

On exchanging unpleasant discussions on attitude to her she got even more brazen and hence I requested for Supervisor.

Since supervisor Brooks was not present Debra colleague from customer service came and I had discussion on how I was not informed with prior notification and requested for alternate rescheduling.

However to note during my process of rescheduling with Debra, Nicole stormed in (she was standing in another counter grooming) and started raising here voice " This is my salon you cannot come to my salon"

I advised I do not want to have any conversation with her and I am working with Debra to rescheduling my apt. Nicole forced Debra not to make apt and said again This is my Salon and I responded that its unprofessional and she did not own it but PetSmart and she needs to know how to converse with a customer.

Nicole left to another station started grooming and as we restarted to reschedule the apt with Debra started yelling from counter became impatient, pointed fingers at me and stormed towards me as if to physically attack and very closely rammed the door and left the room.

I had requested Debra to talk to supervisor about Nicoles unprofesionalism which got me irritated. Was informed Brookes (Supervisor) was not available and will call me.

I requested Debra that she convey unbiased even though Nicole is her colleague and its unprofessional and Brazen and I don't see any cameras.

However after few hrs Brooks called and accused me that Nicole had not crossed the line and it was ok and I was wrong. I explained Nicole attitude and brazen non customer friendly approach lead me to talk to supervisor and how would she respond. No answers. I told Brooks I am very disappointed in her as a Leader encouraging such brazen behavior especially of a team leader. She was unapologetic and didn't care on my comment on reporting to corporate office.

I am devastated with these teenager tantrums and as an executive managing 50 people having wasted 3 hrs in trying to get basic customer service.

This is insulting and disappointing - A wrong attitude and thoroughly backed by store supervisor who was not even in store during business hours that a fellow colleague had to mediate and Nicole forced her to not make appt.

Look forward to hearing your response and hope there is somewhere basic customer service training and professionalism left in Petsmart.

( I wish you had cameras to see all this. Please train your salon manager for customer service.

Leadership is a skill that is embodified with responsibility not " This is my store get out" . No wonder such brazen attitude is seen as top down store leadership in store is poor)

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7:44 pm EDT

PetSmart petsmart shopping carts blocking many of the parking spaces.

On Monday, July 2nd, 2018 I went to the PetSmart located on 82 Ave and West Flagler St in Miami and attempted to park but many of the parking spaces were occupied by PetSmart shopping carts, upon entering the store I complained to the manager which agree to bring them in but one hour after the shopping carts were still in the parking lot. My complaint was obviously ignored and as one of the cashiers put it "that is an everyday problem and the manager ignores it"

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4:02 pm EDT
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PetSmart customer service regarding purchasing a hamster

On 7/2/18 I went into the Alexandria store to purchase a hamster, cage, and accessories. I also purchase a parakeet bird. I return later with my other child who wanted a hamster I was not familiar of the animals habitat requirements and when I asked a staff "vita" she responded that because she would not sell me an animal due to the fact that I did not know it could not live in a transport container. I asked for a manager due to her harsh, disrespectful customer service I approached Seth, who expressed that he would get a manager. but after Vita left the area where several other customers also needed assistance to inform Seth about our prior discussion. Seth then approached me and said he was a manager. I was astonished because if you are in fact a manager how would you not acknowledge that when I first approached you? I directly again asked him for a "store manager" now considering he would not address my concern or in fact was an associate lying to be in a role in which he did not hold. I spoke with JT the store manager who later explained and apologize for his staff disposition. As a customer spending $140 the first visit and $60 the second visit I feel I should have been treated with at least honesty, dignity, respect.

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10:52 am EDT

PetSmart corporate and store

Soon a petition and grievance will be filed against PetSmart on behalf of over a dozen former employees of a PetSmart store in NJ.

Back in September of 2017 the Moorestown NJ store on Nixon Drive (store in question) came under a new store manager (L'erin Gaines and assistant store manager (Amanda). Corporate knowingly transferred one Mr. L' erin Gaines from the Fairless Hills, PA. store due to mistreated employees threatening to all quit if he remained employed there. Knowing such an awful tyrant of a person is in charge of people's livelihoods and careers, corporate desides to transfer him to the Moorestown, NJ store location. It didn't take long at the new location in Moorestown that Mr. Gaines continued his tyranny and threatening ways towards the employees that were working there for months and even years. It didn't take long for Mr. Gaines to force employees and managers alike to quit, resign, walk out or get fired. His tyranny and very poor management continued for a better part of 8 to 9 months upon arriving. Why would corporate back a store manager knowing that he has a history of being a major problem, just to cause it elsewhere? This is why a petition and grievance soon will be done in place of over a dozen employees and managers that lost, forced to quit, walked out on or gotten fired while Mr. Gaines was the store manager at the Moorestown, NJ location.

Solution? Yes, an investigation should be done immediately. All employees/managers that were abused by this man and forced out of their livelihoods by him should get their jobs back or offered so if they want it.

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Employees rights
, Vatican City
Jul 10, 2018 6:53 pm EDT

http://www.corporate-office-headquarters.com/petsmart
This is moving along nicely. Thanks to all of you that came forward. We need to hear from more of you. The petition is out there doing well. Angel James, the district store manager is working on getting your jobs back real soon.

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Anonymoustly
, US
Jul 05, 2018 11:55 am EDT

We WILL win. Thanks. Oh, was that sarcasm? Dont dive into the pudding without a spoon. We have a team of "experts" and people on the inside. So, keep you're 2 cents 💱 and use it where you know the situation.

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2:52 pm EDT

PetSmart management

Store 0400. Very poor management. Favoritism is shown to certain employees, and they also talk bad about employees. Never a stress free day. Management is very rude and they will not take consideration into what their employees do or say to help make the workplace a better enviroment. Problems are always accuring and never stopped. They're always standing in the office and joking around, but when asked for help it seems to be an issue.

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7:05 pm EDT

PetSmart closed early 6/24/2018

Store closed early with many people wanting to shop on 6/24. They was 5 other cars pulled up to shop. I looked in window and 6-7 employees just standing there talking. And she came to door, I said theirs still a few minutes before 7. And she said, sorry we closed. They also stopped carrying the puppy food from Simply Nourish puppy sweet potatoes and salmon. All the other petsmart carries it. They used to and it stayed sold out. I have complained to the store and still not stocked it back. I have to drive to 2 other petsmart locations to buy this puppy food. Poor Management and they do not stock their store correctly. Other petsmart carry bigger cans of pedigree also.

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5:34 pm EDT
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PetSmart grooming

I happened to be in the MANAHAWKIN petsmart and saw the dogs who were getting groomed being treated like a rag doll, the girls saw me watching and still proceeded to treat the dogs like crap and be super rough & me being an animal lover and seeing that, really bothered me. This is why you read so many stories about the groomings at petsmart with dogs dying. I never understood why until I saw what I saw.

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12:59 pm EDT
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PetSmart brentwood, st. louis missouri store

The checkout clerk ran into a problem she needed a manager to resolve. It wasn't her fault (she didn't have appropriate change in her drawer), but she was very nice and apologetic about it. However, the Manager, Louis (Lewis?) was very slow, arrogant, mouthy, and made me feel like I was the least of his concerns at that moment. Left me feeling VERY hostile towards PetSmart. Do something about that guy, he's bad for your business.

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7:28 pm EDT
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PetSmart bad attitude, lack of training, poor execution

Please note, that on Saturday, June 16, 2018, after printing the online $5.00 off coupon for a Bissell rug cleaner, and the application to rent as the rug cleaner as requested by online instructions... I arrived at the petsmart unit on s. 76th Street, Greendale, WI at 9am sharp. I waited a few minutes, I had called the night prior to "reserve' or make sure a rug cleaner would be available and the mgr. Friday, advised me to arrive at 9am.
Upon entering the Petsmart unit, the only person who appeared on duty did NOT know how into expedite a rug cleaner rental. when a mgr. did appear, I asked about the delay, she was rude, and would not accepet the online rental app., and made me fill out another application in triplcate. She did not give me allowance for the $5 coupon I brought in, and I needed to beg for the $5.00 when the unit was returned. Upon returning the unit, the person at the front register had no idea how to process the rerun of the unit, the same mgr. was very difficult when returning the unit, bordering on abusive.
You are in a competitive business, what is the lifetime value of a pet owning customer?
I spent $52.00 in machine rental and purchase of shampoo and learned a valuable lesson as to where to go to get a rug cleaning machine.

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9:54 pm EDT
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PetSmart unprofessional behaviour of a manager

Today, June 16, 2018 I went into PetSmart in Okotoks, AB, Canada to book my new 10 month old puppy in for a grooming, that I just picked up last week. I asked if I could see the back where they wash the dogs and the lovely lady at the desk said she would ask the manager. The manager came and questioned why I needed to see the back wash bay in a very rude and defensive tone. I explained that my puppy is very unsure of new people and is terrified of being bathed and I wanted to see where she would be getting groomed so I could see if it would be a good fit. He continued to argue very passive aggressively with me saying I wasn't allowed in the back and that I wasn't certified to be back there. I explained that we have taken my other dog to a professional groomer and that we have always been allowed to see where the dog is getting groomed and are even allowed to stay while the dog is being groomed if there are any concerns. This raised a lot of concerns with me that it was that big of a deal for me to see where my dog would be getting washed and blow dried and that my request could not be accommodated for my peace of mind for the safety of my dog. This was 30 min before they closed the grooming centre so there were no dogs being groomed at the time. I then said if it was that big of a deal for me to see where the dog was being groomed I would just take my business somewhere else. He eventually took me to the back and showed me around. I was then shown the kennels and told the dog would be put in a kennel after being washed. This would hnot have worked for my dog and had he not shown me the back I would have never known that she would have been put in a kennel, which would have been very distressing to her. He then told me about the express service that you pay extra for so the dog doesn't have to go in a kennel, which we would add on. Overall I was very unhappy as to how I was treated and extremely disappointed that he was behaving so unprofessionally as a manager. I would expect better customer service period as a customer, but especially from a manager. I have spent thousands of dollars at this store for all of my animals over the years and after today I never want to set foot or spend another dime in there ever again. I did not feel valued or respected as a customer. I am not sure what kind of resolution we can come to, to rectify this negative experience. Please let me know what you can do. Thank you for your time.

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Shawnana
, US
Sep 06, 2018 7:27 pm EDT
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“Please let me know what you can do”? You said it would not be a good fit for your dog, you should find a mobile groomer . You saw where your dog would be groomed, you got your wish- you were told about the express service- that’s it, take it or leave it - you already feel uncomfortable- go somewhere else, do not stress your dog or yourself- this place is not for you!

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6:42 pm EDT

PetSmart grooming salon

I just called the Washington Square location to book an appointment for my dogs to be groomed. I have been bringing them there for 5+ years. She said one of the dogs rabies vaccines had expired in February and I'd have to bring in a copy to have them groomed again. I told her it was already in the system and they had been groomed multiple times since then without an issue. She said it must be a glitch with the system but no matter what she said he couldn't be groomed, even though it had been entered and he had been groomed since it had expired. Of course my vet isn't open on the weekend to get a copy. It's not my fault as the customer your system had an issue. To say I'm pissed is a complete understatement!

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4:02 pm EDT

PetSmart customer service

On monday evening about 6-630pm on june 4, 2018 I went to the petsmart in bullhead city, az store #1891 to purchase some food for my dog jade before we left to go out of town the next morning. As I approached the counter to pay I was astonished to see the cashier eating potato chips as fast as she could get them in her mouth, smacking her lips and then licking her fingers. Grease was on the counter, her hands and all my products. Then she tried to give my dog a bone but I wouldn't allow it as her hands were now nasty. I put my receipt in the nearest trash can. I had to wash all my cans on my return home. Come on petsmart, this was just gross! Don't you have policy's in place on good customer service? Her name was sarah, i'm sure i'm not the only one offended by this. Btw, I was told a manager wasn't available to speak to.

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2:17 pm EDT

PetSmart disrespectful manager

I took my dog to the store with me without a leash, since I didn't know it was policy for your store. A manager let my dog approach and she made nice comments about her. A few minutes later we meet again and my 2.8 pound Chihuahua walks up to her, being friendly. The manager yells over at me with a stirn, non-friendly voice "ma'am you need to put your dog on a leash. It's store policy" in front of other costumers. Very demanding. I can see that your manager needs some training in manners and respect towards others. Very disappointed and annoyed by this visit.

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Shawnana
, US
Jul 07, 2018 9:01 pm EDT
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Well, don’t you think it’s dangerous to have your tiny dog unleashed with other dogs walking around ?Your tiny pup could have gotten under the shelves and eaten something off the floor that another dog with a disease could have been chewing on or attacked by another dog. I’m glad someone told you to leash you dog. I hope you always do and your Chihuahua lives a long heathy life!

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5:52 pm EDT
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PetSmart grooming

On 6/3/18. I was shopping at petsmart on west 60 in Brandon Florida. I walked by the salon area when I observed a groomer acting rough with a husky type dog. She was handling the dog in a rough manber. The dog seemed distressed. She continued to pull at the dogs paw trying to use a dremel type device. As another employee walked by me I asked who this person was. She told me that it was Mandy the manager of the salon. After witnessing this behavior I will never take my dog there for any service.

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Shawnana
, US
Jul 07, 2018 9:03 pm EDT
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Why didn’t you go stop this if you saw a dog being mistreated ?

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10:58 pm EDT
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PetSmart clearance item

On Friday the June 1st I went to Pet Smart. They had 24 cans of Meow Mix for half price $7.52. There were several boxes on the shelf. There were red tags that started they were clearance and several boxes were above these tags. When I checked out they charged me full price. I took the Manage back to show him the item. Well guess what, they were not in the right place. I counted 5 boxes. The Manager told me they were in the wrong place. I said all 5 boxes? They put items in the clearance spot so customers pick up the item and get charged full price. The Manager had a attitude and could careless if you purchased the item or not. I have dealt with this Manager before and he is not very professional. I feel they need to replace the Manager cause he is not good for Pet Smart business. I should have received the item that was half price. I spend a lot of money at Pet Smart. I am looking for a new pet store. Do not need the attitude for a nasty Manager. I feel they are causing entrapment to purchasing clearance items and paying full price. Pet Smart customer beware of clearance prices.

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About PetSmart

Screenshot PetSmart
Petsmart is a leading pet retailer in the United States, offering a wide range of pet products and services to pet owners. The company was founded in 1986 and has since grown to become one of the largest pet retailers in the country, with over 1,650 stores across North America.

Petsmart offers a vast selection of pet products, including food, toys, bedding, grooming supplies, and more. The company carries products for a variety of pets, including dogs, cats, birds, fish, reptiles, and small animals. Customers can shop for their pets in-store or online at petsmart.com, where they can browse through thousands of products and have them delivered right to their doorstep.

In addition to its retail offerings, Petsmart also provides a range of pet services, including grooming, training, and veterinary care. The company's grooming services include baths, haircuts, nail trims, and more, while its training services help pet owners teach their pets basic obedience and behavior modification. Petsmart also operates veterinary clinics in many of its stores, providing pet owners with access to affordable, high-quality veterinary care.

Petsmart is committed to the health and well-being of pets, and as such, the company carries a wide range of high-quality pet food brands, including its own private label brand, Authority. The company also offers a range of natural and organic pet food options, as well as prescription diets for pets with specific health needs.

Overall, Petsmart is a one-stop-shop for all things pet-related, offering a vast selection of products and services to pet owners across North America. With its commitment to pet health and well-being, Petsmart is a trusted and reliable source for pet owners looking to provide the best possible care for their furry friends.
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Overview of PetSmart complaint handling

PetSmart reviews first appeared on Complaints Board on Mar 21, 2007. The latest review Thanks Allot Petsmart was posted on Mar 21, 2024. The latest complaint grooming/unethical behavior was resolved on Aug 25, 2018. PetSmart has an average consumer rating of 2 stars from 3046 reviews. PetSmart has resolved 96 complaints.
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  1. PetSmart contacts

  2. PetSmart phone numbers
    +1 (888) 839-9638
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    +1 (623) 587-2177
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    Media Contact
    +1 (888) 839-9638
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  3. PetSmart emails
  4. PetSmart address
    19601 N. 27th Avenue, Phoenix, Arizona, 85027, United States
  5. PetSmart social media
PetSmart Category
PetSmart is ranked 2 among 47 companies in the Pet Stores category

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