PetSmart
Reviews and Complaints

t is my hope as I write this letter of complaint that I will be "heard". I entrusted my puppy Star into your care and you abused my trust and my puppy. I dropped off my puppy at 6pm and didn't hear from you so I just came back to your store to find my puppy in a back room in a kennel. I was told by Nickki that she was in a kennel because they got busy and she came up front to help. I have a Poochin puppy that I took in to have her hair cut-I wanted her to be groomed and kept fluffy-what I got was a puppy who's hair was literally shaved to the bone. Star, my puppy, did have some matting and I was told that they would have to cut her a little shorter than I wanted. I agreed to that-I did not agree to her being shaved! Star looked like she was in shock when I went to pick her up-she threw up and had diarrhea and hide when we got home.

I had the most absurd and annoying experience with the manager of the grooming area. I had been taking my puppy to PetSmart grooming since she was 3 months old - at the time of this bizarre encounter, August 2011, she was 10 months old. We gave the store her health records to copy and kept them up to date. When I took my puppy in for her scheduled grooming, I was informed that her rabies vaccination expired in July - I told the girl at the counter that this was incorrect, since she was only 10 months old - I explained that the July expiration date was when the vial of medication that was used to vaccinate the dog expired, and that both dates were on the original record - the actual vaccination expires in February, 2012 - apparantly they only wrote down one date, and mistakenly thought it was the actual vaccination. I told her this did not even make sense, since my puppy was only 10 months old, and wasn't able to get the vaccine until she was 4 months, so that she actually only had the vaccination 6 months ago. She did not seem to understand, so I spoke to the manager - cant remember his name - I told him the same story and explained it in very simple terms, several times. He kept repeating some canned rhetoric about "what if we got inspected and they saw that your dog's vaccination was expired". I explained to him that he would then be responsible for explaining to tthe inspectors how his staff had mistakenly copied down the wrong information. He did not seem to understand and was unable to comprehend the fact that he was telling me that my puppy's vaccination, which is given yearly, expired because it was given to her BEFORE SHE WAS BORN. I told him that it was impossible and illogical, but he kept repeating his mantra about inspection. I finally told him that we would not be using any PetSmart services or products in the future, because of this insane and illogical reasoning, abrupt and rude interactions, general lack of concern about customer satisfaction, and failure to understand simple logic. Aside from his indifference, the management of PetSmart apparantly does not care either, as I have emailed them regarding this insanity, and have not heard from them.

I was recently at a Petsmart early one morning to drop my dog off at the vet and witnessed a disgraceful situation. petsmart employees were standing next to their dumpster with overloaded carts full of food cutting the bags open and pouring the dry dog and cat food into the dumpster.in a country where animal shelters are bursting at the seams and struggling to feed their numerous charges and low income families struggle with adequate pet care, how could this possibly be a good idea? The food was not moldy, bug infested nor had any other visible issue, I actually checked. For all their talk of charity and assistance they are conducting business like any other money-hungry corporation. If they are so concerned with their image that they run "charities" then they should donate the food instead of throwing it away. For some of these desperate animals food that is close to expiring is better than no food at all!

I went to a local Petsmart to buy some of the black friday specials.
When walking around the store I saw 2 shoppers with a cart loaded of a special price cat litter. I also witnessed one of them opening one of the cat litter box on the floor. As I did not know what was going on I decided to ask what was the good deal about that item. They told me that besides the sale price a $ 5 gift coupon comes inside of each box. I then decided to get one as well and open to see myself if the $ 5 gift coupon was inside as I know sometimes containers or bottles can be opened without breaking the seal.
As I was opening the container the 2 shoppers walked away leaving the opened container behind. Also as I was opening the container one of the store associates (Sara) walked by and shouted that I would not be able to use the gift coupon today anyways. Regardless of the rude way she approached me I decided to place the gift coupon back inside of the container and get 3 other containers and continue to shop.
A few minutes later the same associate (Sara) showed up in front of me to accuse me of opening a container she had with her and taking the gift coupon. I was shocked with her attitude. I tried to tell her that the container I did open was inside of my cart and that I was going to pay for it. She threatened to call her manager. I told her once again that she was making a mistake and that I did not care to have her manager talk with me.
As I tried once again to continue shopping associate Sara and her manager approached me and in front of a few customers and she once again accused me of opening the container and taking the gift coupon. I was speechless and embarrassed with the whole situation. I tried explaining once more to Sara and the mananger that I was just making sure the coupon was in the container however associate Sara continued to humiliate me in front of the other customers. Her manager just tried to tell me that I would not be able to redeem the gift coupons today anyways. I was'nt even interested in using the coupon at that time anyways. I was only checking to see that the coupon did actually come in the container as the other customers had told me.
I never felt so insulted and humiliated in my entire life. I am a good person who works hard. I would "NEVER" allow myself to steal a $ 5 gift coupon.
I left this store in tears and as a result, Petsmart has lost my business and last but not least Petsmart associate Sara and her manager seem to not have any customer service skills whatsoever.
Associate Sara's behavior was wrong, rude and unacceptable.

I wanted to treat my cat Molly to a somewhat professional haircut, bath and nail trim and whatever else is included in the $70 package. Well she got no bath (bethany wiped her with a cloth) nails on one paw cut (one out of four paws) and no haircut around her bottom area (she has a stinky bottom). She got one nipple nipped with the clippers (I overlooked this. I am sure it happens. poor Molly) The "groomer" said Molly would not let her do these things and she didnt want to stress Molly out and make her have a heart attack. She wanted me to come back another time with Molly. I said no because we waited 3 weeks for this appointment. I was offered $11 off. I took it just to get me and Molly out of the store. I cut Molly's nails at home frequently and wash her off with the cloth with no problem. Your store provided me with not even half of what we came for. I want to be fully reimbursed. I will continue to "do it myself at home". Bethany didnt want to do what we wanted to begin with, she kept just wanting to do a bath only. She kept picking up 5 year old Molly like a mother cat would her kittens by the back of her neck with no support on any other body part.

I was in the Petsmart in Salem MA earlier today. I was there to purchase some small fish for my daughter. I have a larger tank at home but was going to keep the new fish in a bowl just for a while so my 5 year old could care for them and call them her own. The person selling the fish would not sell them to me because the bowl I was buying was not big enough. I tried to explain to him but he still refused. He was arrogant and rude. He was in his late 20's or early 30's with dark hair and glasses. he may or may not have had facial hair (I can't remember.) First of all, I am an animal lover. I have a 14 year old diabetic dog that requires 2 shots of inculin per day (a rescue from Northeast Animal Selter.) I have a 19 year old cat (rescue), a 2 year old cat (rescue) and 3 fish one of which is 4 years old. I have several friends who laughed when I told them this story because they buy feeder fish and one has a snake that is fed small rodents. While I would never have an animal that would have to be fed live creatures, I still had to wonder what this guy was doing. I have always shopped at Petsmart because it is closer to me. I left there so angry and insulted that I will never go back. I went a little bit out of my way to the Petco in Peabody MA. I spent $87.00 this trip and found the employees in this store very helpful. I do understand wanting to do everything possible to prevent animal cruelty, but I think there is a fine line that was crossed by your employee.

A few weeks ago, I took my baby boy Angelo, a 14-week old Welsh Corgi, to the groomers at PetSmart. I give him regular baths at home and I follow professional grooming manuals to the letter. However, I wanted him to get his nails done and his ears cleaned. We made an appointment and got the Puppy Package for him. I dropped him off and the girl there was rude and cold to me and to an elderly couple who was picking up there Chihuahua. We handed Angelo over and went out to finish our shopping. Mind you, this was a Sunday and they weren't that busy. We got a call at 1:30 saying he'd be ready for pickup in about 20 minutes. When I got there, she still had an attitude as she brought him back to me. I had to ask for the bandana they were supposed to give me for free, but that wasn't the issue. After sending my boyfriend out to pay, they finally handed me my dog. Problem one: as he scurried to get away from her and to me, he clawed my arm. As I was carrying him out, I checked his paws and saw his nails were UNTOUCHED. They hadn't even TRIED to file them. Problem Two: He hadn't been washed, at most he had some water dumped on him because his undercoat was coarse and dirty feeling. I've owned enough dogs to know when they've been washed well and he had not. Problem Three: His ears were still filthy. They hadn't done anything except leave a redness in his right ear which I wrote off as a poor cleaning job that had maybe irritated him a little. We tried to dismiss it, but we were livid. On 4/1/09, we had to take my baby to the 24 hour hospital because the redness was worse. Not only that, he began mauling his ear, shaking his head and crying loudly. The vet swabbed him and he has a yeast infection that we'll be treating for 7-10 days and hope it doesn't become recurring. My point: not only did the woman NOT do her job, she hurt my puppy. The vet says we can't prove she did anything since infections are so easy to catch, but he's never had one before. She says what may have happened is they may have poured or gotten water in his ear which, as any REAL groomer will tell you, is a HUGE no-no for Corgis. The poor little guy is still suffering, but hopefully he will improve. I want back the amount of the grooming, the amount of the vet bill for the tests and the medicine and I want that woman fired. The third thing is the most important because nobody should hand over their baby to an inept teenager with an attitude problem who doesn't do her job and manages to harm an otherwise healthy dog. We will never enter PetSmart again.

I was about to pay and happened to see a beautiful dog id tag cost $20 or so, I picked it up and wanted to have help getting it engraved. The cashier directed me to a machine so I asked could he help me. His reply was No I cannot leave the cashregister. So I said forget it then. I had expected to be told that somebody could help me. After I payed what I came in for I asked for this persons supervisor. He pointed at the next cashregister where a customer payed and left. I had to call the person as he turned his back to me. He was of no help agreeing with the cashier. I understand that reasoning very well. BUT the least I think the supervisor should have offered to help or get someone to help me. I just wonder if this store is not customer friendly at all. I am amazed that there was no interest to sell a $20 + id tag. I recomend this store get some education in customer service

This is to petsmart. I had my puppy bullmastif groomed at petsmart in woodbridge nj and she cam back with ticks. They jumped off her and into my bed because she is treated with frontline.

Im not a conplayer... But I sat and talk to a profenal trainer in CB. Ia. for a hr. talking about training my dog. The lady told me this shock callar works. I got it home and tryed it for a week it didnt work so I gave it another shot and my husband said you spent 308 dollar on that product that dont work. I said yes but I tryed and read the instructions on it to see if I was doing stuff wrong. But I kelp trying to see if it would work. It dosnt. at all trying to give it time to see if it would work... But I called the Pet smart and ask what to do it been over 6 months and dont have the receite and I told them I have it taken out of my account but still wouldnt take it... I just want you guys to know what I think about the product... Spend that much time talking to a person that works there to get the best product for my dog... Not happy capper...

I have taken my Weimaraner to the PetSmart hotel a number of times over the past 12 months.
They were super friendly, however twice now I recieved a bill I had not expected reflecting charges that I was never informed of. The last of which I was not allowed to recieve my dog until the bill was paid. The bill was $294.00 I am also contacting Petsmart corporate regarding this matter.

The next step will be to contact the BBB

Pet Smart on Thomas & 37th Street, Phoenix. The 1st time I went into the store I was shopping for cat food. As I turn to check out, I almost walked into security because he was that close watching me picking out catfood flavors. I had no idea how long he stood there. I say excuse me, go check-out & leave. The second time I go in, I first check to see if they have a certain cat-tree in the store I had seen online. It's about 5 1/2 ft tall & a little heavy. So I go back to get a cart & go back to pick up the tree. Out of the corner of my eye, the same security guard is watching me again. That's when I stopped & looked at him, then he went on like he was doing something. I'm not the only one in the store shopping, I'm just the only one who's black, so I guess that "sparked" a problem. Needless to say, I left the cat-tree there, I now shop at Petco.

Took my dog in to get her nails done like I have every month for the last two years. Today, prior to the groomer taking my dog, I informed her that I needed to put a muzzle on her (like every time I have her nails done) just as a precaution. The groomer stated that she needed to be the one to put the muzzle on. Now, would you attempt to put a muzzle on a dog that does not know you? I informed her that I preferred to do it as if anything were to happen, I did not want to liable. This dog has never bit anyone, just being cautious. Anyway, told her to get the manager, and he stated that this was policy. So, it's their policy to subject their employees to potential harm by having them muzzle a stranger's dog. Never been advised of this in the past, so I told the manager that they just lost a customer.

C.A.R.E (Companion Animal Rescue Effort) - who are affiliated with Petsmart. We sadly learned something today. We would not suggest anyone buy a pet from them. Always read the fine print on the contract that you sign. You are adopting a pet from them, your name is the owner, but they have legal rights to the pet over you.
We almost got a dog this weekend. Our neighbor got a dog, 2 months ago from them - the contract says the dog is about 2 yrs old and her vet said the dog was more likely 8 years old. Big difference! Anyway, she was telling us about having some issues with the dog's indoor bathroom behavior, and that she had just called the company to let them know that she would be returning the dog the next day. We asked her if we could try the dog to see how she was with our pets and if okay, we could then adopt her. She called the place to say she wouldn't be returning the dog and they said she didn't have legal rights to the dog anymore and that she must return the dog or they would sue her. We went down there together the next day to discuss it, and they took the dog from her and wouldn't even let us adopt the dog. I expressed that I didn't think they couldn't just take her dog from her and they said that they legally could... it's in the contract. We were all upset. I got the impression that the workers at C.A.R.E. are only there for the money not the welfare of the dog. Truly, a poorly run company with a terrible contract. That poor dog was put back into a kennel and going to be out there to be re-adopted. I guarantee they will promote the dog with the false age and say nothing about the indoor bathroom issues, just to make money. I am sad to report that I will never shop in Petsmart again and if I would like to get another pet, I will definitely get one from a friend who dog had a litter or the pound, and then they are legally ours, period.

I went to petsmart on march 4 to get my dog groomed. My dog is old englosh sheepdog.in the morning around 9:30am, I called them to make a appointment and also asked for a quote. Idropped him off around 12:00, they let me sign a contract about dematting and the service price, and I did. They told me to pick him up around3:30. I arrived there around 3:40. They told me they still working on it and told me to wait one more hour. I saw him stand on the table quietly and the lady stand beside me told me that he is a good boy. Two hours passed, my baby dog was finally done, the groomer showed me some area might have skin irritation and I have to avoid him chewing and licking. The groomer also recommended a skin irritation spray for my dog. When I got my bill from the groomer, I was so shocked, it wasnt the price that I signed on the contract. I told them about the price, they said they put my dog under the wrond category, so the price went up $30 more. I clearly told them that I called them to check the price for three times and the price on the contract was same with the one I checked. The store manager gave me a really ugly look and reluctantly changed the price for me. After I got home, my family noticed that his body was all red, I explained the skin irritation to them and asked them to keep eyes on him. The next day, I noticed his ears were bleeding, his testis were bleeding, his bobtail had a serious hot spot and some other slashes all over his body. I took him to petsmart again, the store manager told me to see a vet and they gonna pay the vet bill for me. I went to the vet, they told me it was definetly caused by the groomer. I also discussed the contract I signed about dematting. But they still understand it was caused by the groomer. Then I took the vet bill to petsmart and wait for their call. Two weeks passed, I didnt receive any call from them. So I decided to call them 30 mins ago, they told me they dont believe it was caused by them, they believe all the wounds are caused by him chewing himself. It was so ridiculous, and their attitude was really bad. I am so disappointed about their service and attitude. It's like I trust them so I let them groom my dog but they ended up hurting my dog. They let me felt like I sign up a contract to kill my own son. And they dont even apologize to me. It's been two weeks already, he is still bleeding, his testis and his bobtail. They told me they are going to review my vet bill and probably return me the money but they also mentioned they never believe they was caused by them...

My dog was groomed in the East Hartford Ct. store. She was cut and bruised. We ended up in the emergency room at midnight.. back again 6:00 A. M. next morning... I asked for just the $45 back in grooming fee. Did not even ask for $200 in Dr. bills and meds and they refused me. I am now very angry and am taking this to small claims court. I have informed my lawyer and we are moving forward with this immediately. My dog is just a year old tomorrow and is a Lhasa Apso

We took our 4 lb Yorikie mix in for a groom, and she came out w a big cut on her chest! She had to be taken to the vet to get her skin glued back together! When I went in to complain, they laughed and smirked, and said"oh, that stuff happens" Bull!