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4.3 20 Reviews 638 Complaints
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PetSmart complaints 638

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R
9:54 pm EDT

PetSmart terrible customer service!!!

I received the worst customer service at Petsmart in Killeen, Texas at the grooming saloon. I spoke to an associate about the mistake they made by shaving my dog after I took him for a simple grooming, nail trim and teeth brushed. This was after I waited over 2 months for my dog hair to grow back. The associate was very defensive and made excuses but not once did she take ownership of the error on their part and how to rectify that even when I offered solutions to keep the mistake from happening again.
Secondly I spoke to a lady by the name of Elly, who claimed to be the CEO of the company. To my surprise she was present during the entire encounter and did absolutely nothing to resolve the issue or intervene while the associate was disrespectful to me infront of my teenage son. I did verbalized by anger and dissatisfaction with having to pay for a grooming I was unhappy about and the fact that they completely shaved a perfectly fine dog. Initially she offered to remove the grooming fee of $50.00 but when I got to the register she retracted her offer saying she never said that. She proceeded by getting disrespectful and making threats stating I was refusing to pay for services rendered and it would be on my credit. She also boosted about being the CEO of the company therefore nothing would happen to her and she offers excellent customer service. This is the worst customer service experience I've ever had and I hope Petsmart can rectify this. I took my dog to Petsmart expecting the best customer service and I'm puzzled by the level of disrespect and horrible customer service.

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7:15 pm EDT

PetSmart small animals

I've been trying to get fancy rats from this Petsmart for a very long time. The first time I asked about the rats, they said they'd get a new shipment in on Tuesday and that they put them out on Friday. I called Wednesday to see if they had any and they said they got one on Tuesday and sold it that day. I've continued to call almost every week to see if they've been getting rats in and I repeatedly get told that they haven't gotten any in. They aren't making any effort to get any and it's becoming a real nuisance.

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6:52 pm EDT

PetSmart cashier and managers

My name is Matthew Wallace and I have never filed a complaint until now. The reason being is because the customer service with every employee Me and my best friend came across was rude, disrespectful, and one was even inappropriate. I am signed up with PetSmart rewards, my email address is [protected]@gmail.com. I was using the 3 coupons for the free dog food offer of Wellness, Simply Nourish, and Nutro brands. I was having a hard time finding them and asked an employee, I didn't get her name but she was tall with short black hair. Her demeanor was very uptight and annoyed that I had asked for help. She explained the way the coupons work however, she wasn't friendly and made my friend uncomfortable. I decided to take note of the employee's around the store and how they interacted with the customers. After getting the three bags of dog food I went to the register waiting in line, the cashier (Chloe) asked out of nowhere "if we had any of our old dog food left?" I was very confused by this question and replied with confusion in my voice "no." She could see I was confused and said rudely "I'm just trying to save your dog from getting the craps." This was inappropriate and slightly shocking. We have changed dog food many times and have never had a problem with our dogs bathroom habits. Not to mention I believe she was under the influence of marijuana or some other sedative. After getting through that uncomfortable situation Chloe couldn't figure out the coupon transaction, finally she got a manager. The first managers name was Brenda, from the moment Brenda walked up she was giving my best friend dirty looks, being very snarky and rude with her answers. After everything we had experienced so far this was just ridiculous and uncalled for. It turns out Brenda knows my friend from somewhere else and doesn't like her. This is unacceptable and should not be tolerated by any employer. Personal life should never interfere with professional life. By this time I was ready to walk out but I wanted the free dog food. I asked for another manager and got another rude person who was Asian with long black hair. I do not know her name but like the other two employees I couldn't believe how disrespectful they were. Chloe and the Asian manager completely ignored me and my questions, sat there chit chatting while customers are waiting and taking forever to make the transaction. I finally got my dog food and left with my best friend. I will tell you this, NEVER AGAIN will I go to that PetSmart. I was so appalled by this experience I filed my first complaint. I hope you take this seriously and at the least go and check it out for yourself. The store this took place at was 3850 W. River Rd, Tucson AZ, 85743.

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1:16 pm EDT
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PetSmart optimum health plan cancellation

Early in 2017, my wife and I asked Petsmart customer service about the terms and conditions of opting out of our plan before the full year, to which the customer service technician/supervisor Becca (360989) told us "canceling your plan now would only mean you wouldn't get your comprehensive exam."
Now my wife and I agreed to keep the plan until our little caviler (Dexter) got his comprehensive exam.

My wife and I get the comprehensive exam before our plans revolution and call to cancel our plan. The customer service representative Becca (360989) did not cancel our plan and allowed us to think we had canceled our plan. At 1650 on 071417 we receive a voice mail stating that we needed to do something else in order to cancel the plan but my wife and myself were working and could not respond in time. Come the next day, I am back in a year long agreement with a company and service that is sub par. Becca (360989) was probably the WORST customer service specialist I have ever talked to. She made my wife cry from the stress and I am continually infuriated when I have to pay Petsmart just to keep it off my credit report.

I can't tell you enough how I will be looking into every and all avenues to rectify the situation and make things right.

All-in-all, it's not the money, it's the fact that these people can hide their nefarious money hungry motives behind their placid passion to heal sick animals at a discounted price by hiring an enterprise of under-qualified personnel.

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6:30 pm EDT

PetSmart inhumane conditions of animal care at 14420 fm-2920, tomball, tx 77377 location

Hello, my name Shelly Nolan and I recently visited my local PetSmart on Monday August 7, 2017 at 11:00 am. I noticed a juvenile Leopard Gecko that is very malnourished, very lethargic, and skin and bones. There were 2 other larger Leopard geckos in the same cage as the juvenile. The cage was barley big enough for one adult Leopard Gecko. A 10 gallon aquarium is the perfect size for one adult Leopard Gecko. The tank that they had the 3 Leopard geckos in was about a 5 gallon tank. There were small crickets in the cage but the crickets weren't dusted in calcium or vitamin D3. I asked the animal manager that was working at the time, "There is a leopard gecko that looks to be very skinny." She then replied, "Yeah, it came in like that." She didn't give much feedback about it and it seemed that she wasn't worried about the animal. The desirable resolution to this complaint would be to hire knowledgeable employees that care about the animals health and well being, also separate the adults from the juveniles/hatchlings as the adults will eat all of the food; using proper husbandry and accommodations for the animals will help. I wanted to bring these conditions to your attention so that the proper course of action can be taken to correct the inhumane conditions that these animals have to endure. Thank you for your time and your help in this matter.

Shelly Nolan

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3:36 pm EDT

PetSmart store manager

Your store manager with the pink hair has got to be the unfriendliest manager Never speaks never smiles.
I have been patronizing the Spring Hill, FL PetSmart for a year now. Even brought back a cart that was out of the shopping center. She never said a word to me
The cashier came out, helped me get cart out of my car and did thank me while the manager just stood there looking down at the ground

I believe your manager could benefit from customer service training

Patricia Kirkpatrick

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5:51 pm EDT

PetSmart petsmat hotel in woburn, ma

I had use the hotel before with different group of workers my dogs stay there for one or two days they can home happy and I got good service even recib report how my dogs have done.
On 7/6/2017 use the hotel to care for my dogs until 7/21/17 while I travel, first the girl on the from desk was very unprofessional and none customer service oriented, l left my dogs there because it was to late to have another arrangement. On 7/21/ at 11am I call to informed them the I was in my way and I got inform the one of my dog was trowing up bile I ordered to take him to the vet next door the vet give me not concret reason why my dog was sick I got him home the night I did not sleep my dog was so sick and trowing up blood I took him to the his vet as emergency he was severely dihadrated mean they did not give any water to my dogs in very hot days the other one did not eat for two day Petsmart employ fid not had any explanations to me even the recib of what I paid was giving to me I spended $962 dollars in vet bill
IF you love you pet don't leave then at the place my dog was admited for two days with iv I am very upset about that seen the they don't care.
Mejia

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Glenda Hobal
, US
Sep 20, 2017 7:59 pm EDT

I went through a similar situation and my dog passed. This place is horrific!

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D
10:29 am EDT

PetSmart store customer service / cashier behavior

On a recent visit to Petsmart, where I made purchases of over $250, I was given a great deal of hassle about coupons that I had to use towards my purchases. After going round and round about it several times, where I stated I had never had a problem using the coupons at Petsmart before, I asked for a manager to be called over and they of course told the cashier to allow them. The cashier was so disrespectful about this, she refused to load my purchases back into my cart when she finished, and simply turned her back on me so I had to do it myself. Before I left, I realized I had forgotten two bags of food, for which I also had coupons, so I had to go back in and get those. Again, greeted with the same disrespectful cashier who did not want to let me use my coupons, so we had to go thru the whole mess again. Same as before, when she gave me my change and receipt, she turned her back on me and refused to put the purchases into bags or back into my cart, and left them on her back table. So once again I had to reach over to get them and load them back into my cart myself. I can't believe the service and disrespect that was allowed to take place, and she was not reprimanded for this whatsoever!

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Update by dla6756
Jul 29, 2017 10:35 am EDT

I also filed a complaint on line with Petsmart directly, and have heard nothing back from them... guess they don't care about keeping a long time customer!

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5:05 pm EDT

PetSmart simply nourish dog food

Good morning,
To whomever it may concern I recently purchased 2 big bags of simply nourish dog food at a location near my home in Waddell, Az. When I got home I poured both bags into my food containers that are sealed and keep moisture and bugs out (also sold at your stores.) As I poured the food I noticed some white stuff on a few pieces of kibble that looked like paper towel pieces (now realizing that it was probably mold). It was on so few pieces that I paid no mind to it at the time. Well today as I opened the containers to feed my dogs I noticed that a ton of the kibble was now covered in this white stuff and there are little brown worms crawling everywhere in it! I was wondering why my dogs were having loose stool and now I know! I immediately tossed all of the food (about 100lbs worth) into the trash. No now I am out 100lbs of food but also the price tag that came with each bag. Needless to say I am extremely disappointed that this happened. I have been buying this food for 5 years or so with no issues. I would advise that you check the other foods from your stores of this brand because who knows what else was sent home with someone with worms in it.
Thank you for your time, Tina.

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2:17 pm EDT

PetSmart poor care of hermit crabs

This complaint is in reference to the inexcusable and blatant poor care of hermit crabs at store number 0376. Nearly every time that I enter this location, there are multiple dead and/or dying crabs that are in the poorest conditions that I had ever seen. I am an avid hermit crab enthusiast and a veterinarian, so I know how hermit crabs need to be treated for them to survive. They require specific needs with respect to heat, humidity, salt and fresh water, and adequate diet. Few if any of these needs are provided at this store, hence the reason why so many are dying. If Petsmart cannot provide the minimum care to keep this species alive, why do they keep purchasing more only to let them die?

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Update by Kevin Ames
Jul 23, 2017 2:20 pm EDT

No attempts to rectify the problem have been made thus far.

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8:15 pm EDT
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PetSmart chinchilla food

You refuse to stock the same type of chinchilla food. The last three times I went to get food it was a different brand every time. Chinchillas need the same brand of food otherwise they get sick. My chinchilla got vary sick the last time I was forced to change the brand because you continue to switch it. My 5yo chinchilla died yesterday, the vet said it was caused by a constant change in its diet. You are responsible. I will never shop at your stores ever again. I will go on social media and tell everyone who will listen that petsmart killed my pet.

James Behiels.
[protected]@gmail.com

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2:48 pm EDT
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PetSmart grooming - unethical behavior

July 14, 2017 1130 AM/ 2430 Walnut St. Cary, NC 27518

I brought my dog in for grooming as I have done several times before.
tofu has been getting groomed his whole 5 years of his life. We have never had a problem with grooming. He was brought in in his normal happy go lucky mood. As soon as I walked in I could hear the Lead groomer training several of the groomers. The groomer for Tofu was Pei Ti C. She was kind but seemed a little lost and confused. The lead assured me she was not new to grooming just learning the computer part of it. I trusted her. All I asked for was a normal trim for him. Pei ti kept asking for more detail the lead came over with another dog like him and I said cut him just like that dog. I got a call 4 hrs later they couldn't cut his face because he was pant drooling and very very stressed. The lead asked if he has had trouble before I let her know never. I came in to get Tofu She immediately blamed my dog and that he needed to be sedated at a vet or trazadone before coming back. She is out of her mind. What happened was the groomer scared my dog by hurting him in some way. The lead said he was trying to crawl into her lap. He was scared. Of course he wouldn't trust her anymore. She was inexperienced. They should have been honest about the groomer being new. I could have made my own choice if I was ok with it. He came home with long pieces of hair on his back and behind. I really don't appreciate being told he needs sedation. It was the groomer not the dog. Very dishonest, lack of integrity, unprofessional. I wont return to Petsmart for grooming or shopping. I don't want to support a company with employees like that.

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7:23 pm EDT
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PetSmart grooming

A butcher ruined my miniature schnauzer's hair, shaved her face including eye lashes, beard, and hair on her ears. We specifically asked the "groomer/butcher" to leave her ears alone, because we were going for the pom-pom hair style.

This is unacceptable.

Before and after photo's attached. There is good reason why Petsmart has horrible reviews. Simply terrible, I recommend immediate training. My dog's eyelashes are gone and her hair does not make sense.

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7:08 pm EDT
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PetSmart grooming

My 11 year old Labrador dog had a grooming appointment on July 4th, 2017 at the Petsmart location in Westminster, Maryland.
We just wanted her hair shortened, her toenails cut and a bath. She was not even there an hour, got the call to pick her up. The groomer cut her toenail too short which made it bleed, we noticed that she must not have removed her collar because my dog had a perfect ring around her neck cut right down to her skin. My dog limped for days because of her sore paw.

My dog was brought home, she went downstairs where she stayed for the rest of the day, would not eat.

I called the store, talked with the assistant manager, he said he would relay my concern onto his manager as soon as he got back from vacation the next week. I have not heard anything from anyone. I am not one to complain but this grooming and this lack of concern warrants my complaint. Never again will I step foot in any Petsmart store.

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9:15 am EDT

PetSmart sold a sick animal

After reading other reviews it seems my complaint must be common!
I bought two very young guinea pigs about a week ago. They have been sneezing non stop. Now they're rattling and congested. I'm going to take them both to see a vet today since I suspect its a URI. I hope they both make it since we've already bonded with them and my daughter adores them. Not happy with how they handle their animals and I probably won't purchase from them again. They sell sick animals (due to their sloppiness of care) and then you get landed with vet bills right away. They better reimburse me since I paid $60 for the 2 and now have to pay for medical care. Ugh!

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1:45 pm EDT
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PetSmart banfield pet hospital

I had my dogs teeth cleaned April 22nd... when I got him home I noticed his teeth did not look very clean at all. I am a dental hygienist so I probably notice more then others would. I called and asked to talk to vet and was told she would call me back... however she never did. I just took him in July 6th for an injury to his paw... he was there all day and another vet looked at him. I was told she noted plaque/tartar/gum issues? Hello... how could this be in a little over 2 months? Oh... thats right it is because a crap job was done in the first place. If they are going to put an animal under they should at least do a good job for what it costs and the health risks. My client ID is #SRG08HD... I paid in full for a year care plan and it seems like his care every time we take him has not been great... I feel like we are stuck because our plan does not expire until October... so I would like to take him elsewhere but have already paid over $600 for this plan... what can be done

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3:29 pm EDT

PetSmart grooming

Hi I took my dog to Petsmart in southlake Saturday Jun 24th for grooming appoitment at 10am, when I picked him up he was as usual tired and hungry. That night was a nightmare the poor dog (Shi Tzu) was in so much pain we couldnt sleep. Looking at the doggie in detail, I notice he had razor burns and a cut close to his bottom, unfortunately this was not the first time, it happened before at the Roanoke Store and once in Southlake, both times I ended up with the poor baby in Bandfield paying more money and most importnattly with the poor doogie hurting and in pain. I lose work days since I hace to take care of him. I just cant see him in pain. This time around the Store Manager is taking care of the Bandfield bill, but for how things are coming today Is the third time I have to take him to the Vet. Injuries are swollen, red and he just barks and cries, and hesnt sleeping. I beleive this is something Petsmart has seen in the past, since inmidiatelly The NUrse called the manager. Is unaceptable to have this happen. And doing my reseach it has been worst up to death in other stores, people sue the COmpanie, Im thinking I should consider to grant this stops. Dont take your dogs there.

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10:52 am EDT

PetSmart grooming salon - east point ga

Good morning... I'd like for this information to be passed onto the Owners, General Manager, and or anyone that honestly cares about this location and its customers! I have had several issues with this location, but choose to patronize it because it is the closest, and carries every brand that my dog loves! Any other issues that I have had and mostly with the Grooming salon, have been handled by internal managers. Yesterday was my breaking point and I don't believe that the young man that helped yesterday as the manager on duty could have done anything else. I believe his name is Kevin, African American gentleman with a close cut and probably approx. 35. I made an appointment online for Joey to get his first full body grooming, he is now 7 months and it was recommended that we wait until he passed 6 months to get this cut for fear that it would ruin his coat. Joey was taken in and the young lady that groomed him (Bri) told Stephanie that the Mohawk she requested wouldn't work for him. Bri then asked how much hair she wanted cut off. Stephanie told her not more than half. Now to be honest anytime I've gone into a Pet Smart, they will ask if I want that breeds cut, and not how much I want cut off. They have always tailored a style based off of the breed. Joey went into the salon with months of hair on him and came out looking like a rat! Bri cut ALL of his hair off, including his facial hair, burn and cut him with her clippers and handed him to us as if she had done a wonderful job! Not only was his skin irritated around his groin, under his neck, on his forearms, but he was balded on the top of his head. Once I complained to Kevin, he took us back to Banfield and they promised to look him over. Before they did the Salon manager (Caucasian lady with red hair) came to take him from out of my arms and attempted to walk away with him. Not only did I NOT allow her to take him anywhere without me, she was very insulting. She did her best to shift the injuries to being bug bites! My dog doesn't go outside unless he is getting in the car, or headed to your store. He is a house dog, he eats, sleeps, uses the bathroom on his pad in my house. When I told her that not only were those NOT bug bites but that I was waiting for an apology from her or her team, she went silent. How is someone like this allowed to remain an employee of yours? While standing and waiting to see the doctor there were several people including vendors that were bothered by the grooming Joey received and they recommended that we never use your salon again unless it was one specific employee. An African American man with dreads. After seeing the doctor at Banfield, she recommended a spray with steroids in it for him. She anticipates that he will heal within the week after spraying this on him 3x a day! Do you have an animal that depends on grooming services? Do you know that feeling of realizing that someone has harmed your animal? Do you understand how angry I am over the fact that not only was he harmed, but your salon manager had the audacity to make poor assumptions that would imply fault within my family circle? I'm annoyed that this happened. I'm going to patiently wait to see how Joey's hair grows back in! I'm going to do my best to stay far away from this location, I'm also awaiting a reply to this email that goes beyond an "I'm sorry"! This was an encounter that shouldn't have EVER happened! The young lady needs to be taught on what normal styles should look like for common breeds, your Salon Manager needs a class on empathy and sensitivity! I'd like to speak to the owners of this location, I do not want to speak to another store manager. Banfield has actual called to check on joey, and for that I'm grateful! The sad reality is that I haven't heard from that local store, nor do I believe that I will!

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9:00 pm EDT
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PetSmart snail

Hi my name is Dave Bonney, I purchased a tank and all the supplies to make it a beautiful habitat and one day while picking out some more fish for our tank, your associate suggested a snail And I figured one snail can't hurt. She said it would be a great addition to your tank but this was not true, she never mentioned that a single snail could have hundreds of babies, it destroyed our tank and now we are constantly scraping snails out of the filter, the stones, and in the plants. We've tried everything to get rid of the snails and we're at the point now where we have to start all over again. If there was information posted on the tank saying that it is a hermaphrodite we would've never purchased that snail.

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8:09 pm EDT
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PetSmart store manager kicked us out of the store for bringing our sick dog to banfield

Last May 19th at Mc Dill Avenue Store in Tampa, my wife, son and myself brought our Dog to a Dr.'s appointment and because the Dogs condition the Store Manager (Named Pat, long hair, white hair) started mopping the floor because our Dog have a skin condition that can be contagious. This guy sent somebody to clean the check weigher, treatment room once the Dr checked the dog and after that when we decided to cut the dog's nails, this Mgr told the associate that she can not provide our Dog any service because of the skin condition and that we have to leave the store, by taking our 30lbs Dog in our hands and not walking because he will have to mop the whole store floor. My reaction was to ask him why he has to talk to us that way? That he was totally unprofessional. Even the veterinary apologized by giving us a call for what happened. That was the 3rd or 4th time that we brought the Dog to that Banfield hosipital because of continues appointment trying to treat his skin condition, even the veterinary gave us the approval to bring the Dog to cut the nails after we left the treatment room That Mgr had no customer service skills at all. Banfield is a hospital, not a hotel, I pay for a medical plan for our Dog and we deserve respect as customers. We visited that store every single week to buy food and/or to bring our Dog to see the Dr. Our family members were surprised when we talked to them about how we were treated by this Mgr. and basically how we were requested to leave the store in front of several employees.

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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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  2. PetSmart phone numbers
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    +1 (866) 738-7375
    +1 (866) 738-7375
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    +1 (321) 309-9065
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    +1 (623) 295-3238
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    Financial Management
    +1 (623) 587-2177
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    Media Contact
    +1 (888) 839-9638
    +1 (888) 839-9638
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    More phone numbers
  3. PetSmart emails
  4. PetSmart address
    19601 N. 27th Avenue, Phoenix, Arizona, 85027, United States
  5. PetSmart social media
PetSmart Category
PetSmart is related to the Pet Stores category.

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