Complaints & Reviews

unsatisfactory pet grooming

I called Petsmart grooming salon and asked to have my Schnauzer groomed by a groomer that is experienced. I...

pets hotel

To Petsmart — You're disgusting! While my dog was staying at the Pets Hotel in Saugus under the vet tech'...

bad service

Yesterday I took my mother shopping for the holidays, and thought, while I was nearby I could take my dog for...

return policy on live animals

I am am employee at this Pet Smart and I plan on quitting. Not only are they horrible to work for, their...

they don't sell feeder mice

The Petsmart where I live sells six varieties of boa/python but refuses to sell feeder mice (because of their...

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terrible experience

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

  • Gr
    graphicmajor414 Aug 12, 2009

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

    0 Votes

return policy changed retrospectively at the cost of customers

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

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

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

  • My
    Mystdragon1 Feb 14, 2009

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

    0 Votes
  • Pi
    pinkduck Apr 08, 2009

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

    0 Votes
  • Sh
    Shank Jun 10, 2009

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

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

    0 Votes

don't use them!

I stopped in PetSmart to pick up some dog treats and while there decided to have my Peke's back nail...

snake sales

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

  • An
    Anthony Hewetson Dec 17, 2008

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

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

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

    -1 Votes
  • My
    Mystdragon1 Feb 14, 2009

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

    0 Votes

grooming services/staff

I will NEVER take my dogs Cosmo and Scooter back to PetSmart Grooming Servies in North Attleboro, Mass. ever...

grosssly over priced

I just completely got hosed by Banfield and I am lucky from what I have read. I wanted to change vets and...

dog grooming

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

  • Be
    Beverly Stahley Oct 08, 2008

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

    -1 Votes
  • Jo
    johnclt Jan 31, 2010

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

    1 Votes
  • Lo
    lookingfortruth Feb 17, 2010

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

    -1 Votes

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

I’m writing in regards being overcharged for my services for the grooming department. I have taken my...


Took my dog to petsmart Pethotel. He was there for 4 days. On arrival he was throughly examined for...

dog injures at grooming salon

I took my dog to be groomed at the Petsmart in Sterling, Virginia the next day I realized his nails were...

kennel cough

I was taking my dog to PetsMart PetHotel in East Hanover, NJ and my dog was vaccinated with Bortadella four...

terrible service

When I began working for PetSmart I thought it was where I would spend the rest of my working life. I loved...

pet injured while at petsmart groomer

On 06/25/08 our dog Sandee was taken in for her annual hair cut & groom. Sandee is approximately 13 years old...

grooming traumatized my puppy

my 10 week old bichon was handed over to petsmart in puyallup taken to the back and when I picked her up she...

wrongful dismissal

I was injured on the job at petsmart. Received wsib for 2 claims. 1 doctor out of 3 said I could return to...

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