PetSmart
reviews and complaints

Due to my dog's normal groomer being booked out a month or so, I choose to take my dog to PetSmart to get there grooming (bath and hair cut). I was appreciated when I called and this groomer location actually had an appt open. I dropped off the dogs. About 1 hour after dropping off the dogs, I received a call from the groomer stating that one of our dogs had been injured during the grooming procedure. She descripted the injury as simply a result of pulling crud from around my dog eyes. She went on to say since he was bleeding that she would send him over to the nearest vet to be looked at as a precaution. Now, all of those all good steps except the admission that my dog actually was cut around his eye...blood+open wound+ pain = cut. He was not dropped off that way and typically [censored]zu-poos do not get crud in the outside of the eye to the extent that removal leads to bleeding especially when the action is performed by a trained professional. Upon pick, they give us a big blue cone, for a 7 pound dog. This only made matters worse. Went to add feedback. I was contacted by the groomer who was involved in the incident. She challenged my interpretation of what a cut is. Then I noticed my feedback was deleted. I phone system lead to no where for customers to provide direct feedback. Petsmart does not care about it customers! Its only operating to sell products and services and make money...

We have been taking our baby nittany to the petsmart in brookhaven pa! Nittany never had a problem until one day we were told that nittany wasn’t standing, which he has always standed! We brush him at home! I think one of petsmart’s groomers abused our baby!🤬🤬🤬 and were rough brushing his butt and tail, that’s why he won’t stand for them! That’s why they complained about our nittany and refused to groom him! Plus he hates the sound of a vacuum! I witnessed a girl using a shop vac around dogs being groomed and now our dog is traumatized from it!😡😡😡😡 our nitt is a very gentle loving kind dog!

I strongly recommend that no one take their babies (pets) to petsmart ever! They are the worst! They don’t care about our pets…..😡😡😡😡😡

I took my fur baby to get a bath and hair cut in june of this year. When I went to pick her up at first she looked ok her hair was cut for summer just like I had asked. Once I got her home I could see lines in her coat the at first looked like scratches but her skin was not cut. The rest of her coat was uneven and long in spots that I tried to even up. I would like to let every one out there to know that they must check the fur baby checked out before you leave the store.

On thursday june 16th 2022 at 11:15 am I went in your store number 0415, to get some fish, ashley waited on me and when I said what I wanted she ask me questions about do I have any already and you cant just buy two it has to be at least three or more. I then told her what else I wanted and she says to me is that it? I went and paid for it in cash then I asked for the manager who is kattie and I asked her for the district or general manager and she says that she is. Then I ask kattie for the home office number to talk with someone that is higher than the store people. My name is jonathan

Date of Incident 5/30/20

I have been a long time customer of taking both of my dogs to your Marlton location to get groomed. I have 2 shih tzus that are 7 1/2 years old.

I stopped going to this location about 2 years ago since both of my dogs came back shaking severely which lasted 2 days. I thought I would try and again and mentioned to the groomers of my dogs past experience as well as one of the dogs have recently recovered from a ruptured anal gland. I specifically requested that there be gently care taken for these dogs. (each groomer was tipped $20. as well to take their time and care with them)

I picked them up and once again they were shaking so badly. Needless to say that one of the Shih tzus ended up in an emergency vet hospital 2 days later as well as spine issues had severe diarrhea.

6/2- Both dogs have gone to see their long term vet.

Both dogs now have spinal lumbar issues and are being treated for this. I am finding this very hard to believe that 2 very healthy dogs go into your facility nervous but healthy and end up in pain and most likely forever traumatized.

They cannot speak for themselves, I am not sure what happens when anyone drops off their family members in your care, but I am devasted over what has happened.

I have 2 unnecessary medical bills now and a grooming bill all which have been paid and 2 very sick dogs that deserved to be cared for and treated like it was their own pet. Obviously I was not there to see what happened and I am sure no one will take any responsibility for this, but this situation should not happen to anyone's family member.

I would like to know how much experience these groomers have when taking care of our pets.

I can supply medical bills if required.

Our family has shopped at the Lincolnton, NC and Mooresville, NC locations on may occasions over the past several years. We live in Lincolnton and were super excited when we knew that a PetSmart was coming to our town (we previously had to drive to Mooresville). Every time we have been to these locations, the fish have been in horrible condition, particularly the Beta and Glo fish. It is really disturbing to see. The majority of them are either dead or dying. The ones that are still alive are in obvoius distress; they are floating at the top of their containers gasping for air; floating on their sides, struggling to stay alive and their color is horrible. Last night, 5-17-22, we visited the Lincolnton location and almost the entire shelf of Beta and Glo fish were dead or dying and suffering. They are contained in tiny plastic cups with lids and it was horrid. Our 7 year old daughter left in tears. She wanted us to buy every one of those fish to try to give them a chance to recover, but, that is just not somethng that we are set up to handle. This is absolutely NOT OK. This is animal neglect and cruelty. If PetSmart stores can not properly care for the fish, then they need to stop selling them altogetherand leave it to specialty fish stores. These animals should not be suffering like this and to know that it is happening every day turns our stomachs. We are not the only ones in this area that have noticed this issue. You can read the Google reviews for the stores and see multiple occaasions where this was mentioned (to filet striaght to them, click "Lowest" and there are several in a row abot the same thing). I trust that these issues will be addressed and corrected immediatley. We will be watching and notifying the proper authorities if this continues.

I have worked with animal rescue for years and I know that PetSmart does a lot of good things for their communities, so I am sure that this is something that will be addressed promptly. Thank you for your time.

I rehomed a dog. [censored]zu/Bichon. He had not been cared for and his fur was very matted. I bathed him and tried to remove some matting without much luck. The next time I went to PetSmart I stopped in the grooming and explained the condition of my dog. They said they would like to see him to evaluate the conditon of the fur so I went home and got him and brought him in so they could look at him. After evaluating him they said it would best to shave is fur clipped short and let it grow back. I agreed that would be the best scenario. They gave me a price of around $85.00. I made the appointment for the following week. Brought him in dropped him off and when I got back home there was a message from grooming telling me to call. At that point I was told the cost would be $165.00 plus. I was so angry after having not only bringing him in, in advance but also, emailing the grooming before the appoint as a reminder. This dog is calm and gentle. I ended up paying $86.00 and would like you to see how his hair was cut. Not only how badly cut his fur was but that they cut him three times.. I asked that they expell his glands which was not done. The store manager was so rude to me. Told me the dog was full of fleas. When I asked the groomer she said she found one flea. The pictures I am attaching will speak for them self.

Let me start by saying Ashley T is an amazing groomer. My dog has been going to her for about a year and he loves her. However, the reason for this 0 start review is for there unprofessional employee John. I’m not sure of his last name, but he was VERY UNPROFESSIONAL. I called to get a ETA on my dog. He answers the phone talking to the people in his background, instead of asking me to hold on. Then he continues his conversation as if I’m not on the phone. So I then repeat my self a little louder due to the loud background . He says “ you don’t have to yell”. I replied “I’m not as your background is too loud”. He then says “yea iight” as if we were people talking on the street. VERY UNPROFESSIONAL.. he needs more training on how to properly answer the phone.

Location: Buckhead, GA

I am always ordering online before I go into the store. I went to Palmdale on 10th Street and my order was incorrect. They need to double-check the order. They gave me 3 oz cans, which should have been 5.5 oz cans. Then because Petsmart is always out of stock on a lot of foods, I have to drive to another Petsmart, which is an inconvenience with gas prices high. Please make sure you double-check so that it's not an inconvenience for people to go back and have to exchange. This happened to me with another store. However, you should be giving a discount for the inconvenience of going back like a 20 percent discount or something.

You guys are always out of stock on cat food constantly. Pet food in general.

17723 tomball parkway

Houston texas 77064

Hair cuts: 4/13/2022 supposedly processed a refund but I have no gotten a dime back yet

The hair cuts were choppy and rugged - one of the worst my two dogs have had

They gave the excuse of easter - when she told us it would take 2-3 business days

I have bank of america and they see nothing pending

I had made an online purchase for wet cat food on [protected], customer order # [protected] for 15 each of 5.5 oz. I had given a pickup person Carrie Fuentes with her email so that she would get an email ready for pick up, but no notification was sent, and Carrie was going to pick up on [protected], our items today by bus, and your store would not let Carrie pick up our items, so I got home from work and called Carrie to find out where she was? She's at your store and they would not let her pick up our items, I got into my truck and headed to your store and when I got there they let her have our items, Her Name is on the Order/ Packing Slip, so she puts our cat food into my truck and drive home, when I get home I check the cat food it's the wrong size 3 oz. not the 5.5 oz, that I had paid for, so now I have to get in my truck again to return my cat food to get the right size 5.5 oz great, now it's not just paying for that bus fare and have to pay for my gas and my time.

PS. you know that this is not the first time that something like this has happen at that store and that is the closest store near me, Great.

Brought my poodle to PetSmart in Yonkers, NY on 4/10/22. My dog’s hair was matted so we understood he would be shaved. However when we pick him up we noticed the dog acting very strange. We noticed that he has discomfort

On his butt due to razor burns, and his ears were bothering him, probably due to water in his ears.He is also

Acting strange, skidding and Alamo like traumatized. It has been 3 days since grooming and his behavior has not improved. This is not normal and unacceptable. Please never ever bring your dog to PetSmart.

On March 28, 2022 my wife picked up our 10 month old miniature poodle, Thor, from PetSmart grooming on 82nd & Allisonville. When he was brought out she was horrified. Instead of the puppy cut we had requested he was shaved to the skin. The groomer, Nikoya C, claimed that Thor was infested with flees and matted. She insisted that she had the right to shave and inflict a flea bath on him without our permission. The flea bath cost an additional $30. Both her claims are false. For over forty years I have raised many poodles. This is the worst grooming experience I have ever seen or heard of. Thor is checked daily for fleas and has never had any in his entire life. He is also on flea medication and was examined for fleas by the vet just two weeks prior. This is a calculated perverse ploy to simplify & expedite the grooming process and increase the price without any customer acknowledgment.

Upon leaving the store my wife needed some help with Thor. Our pup was in a traumatic state and she was unable to put the collar back on him. She asked Nikoya for help and Nikoya refused. Fortunately, another groomer was there and helped her get Thor out of the premises.

Thor is in bad shape. He is no longer house trained. He is having tremors and shaking violently. He was the best puppy I have ever had. Now he is not the dog we took into PetSmart.

Please be aware of what can happen to your pet. I am posting this to save others from this unconscionable treatment. I could not live with myself if I did not speak out.

Please pray with us that Thor’s condition will improve.

Dr. Roger Knutson

Indianapolis

I made an appointment through the website for a grooming appointment for my dog scheduled yesterday. My husband dropped our pet off and provided his new cell # as an alternate number. We had my cell as primary and our landline listed as well. In the past, we always receive a call when our dog is ready for pick up. After a few hours passed, I wondered why this time was taking so long and my husband mentioned perhaps because they were crowded as he noticed upon drop off. We both had our phones nearby and finally I received a call on my cell from someone who stated that my dog had been ready for a while. I stated that this was the first call I received so I was confused and the person who called was extremely rude and condescending and stated that she tried the number my husband left. I asked her what number she dialed because we've both had our phones close waiting. The number she stated she dialed had a number transposed so at some point there was an error thus the reason why we didn't get the message. I stated that my number is listed as primary and someone should have used that number as is always used. The person who contacted me to ick my dog up slammed the phone down in my ear. I called to speak with a manager who stated her name was Tara. I provided her with the details of the horrible demeanor of the worker who contacted me and she said that she would notate it and speak with the individual. Upon arriving to pick up my pet, the individual who phoned me was even more rude in person and refused to apologize nor change course in her display of anger simply because she called a wrong number. At one point she threw my dog's leash and told me to get me and my dog out and leave. In no way is this acceptable and I am appalled that someone is allowed to behave in this manner while representing the Petsmart brand. I was told someone named Brandon would be contacting me today to follow up and that has not happened so I am even more dissatisfied with this company at this point. I will not spend money anywhere to be mistreated and my dog was traumatized from the employee's horrible attitude. This person stated her name was Brenna and she should be relieved of her duties. Nobody should ever behave that way towards a customer.

All cats on display for adoption were in terrible conditions. The pens were filthy and they were lying in dirty blankets and some were in dirty litter boxes. The area was malodorous as well.

Store number 0648. Visited 3/21/2022

Hello,

I would like to share my dissatisfaction for the service I received today at this PetSmart facility by two of your employees in the grooming department. I had an appointment on Tuesday 3/1/2022 for the Senior discount.

Kanika can't wait to pamper them with a Bath & Full Haircut - Bichon Frise. The appointment should last 3 - 4 hours.

When: 03/01/2022 9:00 AM

Where: 185 Curtner Avenue San Jose, CA

I brought in my other dog Rascal instead of Mable, they were going to take him and then they said he had chewed himself raw and had an open wound. Which he did NOT. They would not see him, so my appointment was too late for me to bring Mable in. So, I rescheduled for another day and requested that I get the Senior Discount at that time the technician said she would note this on my dogs, file.

We've canceled MABLE's salon appointment

appointment details for MABLE:

Bath & Full Haircut - Bichon Frise 3/1/2022 9:00 AM with Kanika U.

Grooming Salon.

Thanks for making an appointment: Mable is all set!

Kayla can't wait to pamper them with a Bath & Full Haircut - Bichon Frise. The appointment should last 3 - 4 hours.

when: 03/04/2022 10:00 AM

where: 185 Curtner Avenue San Jose, CA

And I did receive, my Senior Discount at this visit.

I have 3 dogs, Rascal, Rosie and Mable that I have been taken to this facility for the last ten years and never have I been treated like I was lying or that I would be granted a Senior Discount from the Grooming manager because the system would only allow on Tuesday's. I was beside myself with aww, so I was told to speak with the grooming manager Christine who was out to lunch, so I apologize in advance regarding the name of the gentleman from the Almaden PetSmart store helped me and gave me the discount which was $58.00 Not $67.00.

Again, explaining my story to him and that I understood the policy, but to be told she couldn't provide me the discount because it wasn't TUESDAY SENIOR DISCOUNT.

Also, to make things worst I get the phone call from the Grooming manger Christine saying she is canceling Rascal's appointment and that I am no longer welcome at their PetSmart facility anymore.

Not sure why because I was still upset and hung up my phone. My reason for this email is to notify or suggest training on kindness to your customer that all.

We've canceled Rascal's salon appointment.

appointment details for Rascal:

Bath & Full Haircut - Maltipoo

3/22/2022 1:30 PM with Erika M.

salon info:

185 Curtner Avenue San Jose, CA 95125

We've canceled Rascal's salon appointment.

appointment details for Rascal:

Bath & Full Haircut - Maltipoo

3/29/2022 9:00 AM with Karen C.

salon info:

185 Curtner AvenueSan Jose, CA 95125

To whom it may concern I would like a reply back please on why I can't come back to PetSmart?

Kind Regards,

Yolanda L. Gutierrez

1147 Palm Street

San Jose, CA 95110

CELL [protected]

Today March 14, 2022 at 10:00 I called our local Petsmart in Milledgeville Georgia too make an appointment to have my daughters nails done. I was told I could bring her anytime, that there may be a wait since they only had one groomer.

I took off work early got a copy of her shot records and arrived at Petsmart at 4:42. As I entered the building I was approached by Connie(sp) acting store manager, I told her what I needed, she went to the salon a few minutes later she came back and told me that they were booked I could come back tomorrow.

I told her what I was told earlier in the day, she said they were booked.

I went out to my car and I called the store to ask to speak with the manager she said she was acting manager and even if I brough her at midnight they were not cutting her nails. Out of my frustration I stated to her "so now you are going to be a smartass". She said um no hang on a minute let me check again. I told her don't bother that I was going to fila a complaint with the corporate office.

I work for our local newspaper and deal with clients every day and I would never treat a customer like that.

I did speak with someone in the corporate office [protected] I was unable to understand what the gentleman was saying.

I went to Petsmart with my new puppy for his first grooming appt. This is my first puppy and has been a learning process. I went into the appointment after my puppy had shots that morning and was told they couldn't see him. Completely understandable. It was a busy morning, I wasnt thinking when I booked it, was trying to kill two birds with one stone on my day off and it slipped my mind that they cant have shots within 48 hours. Again, completely understand. What I didn't like was the staff, Lauren's, response and glares I got as if Im an idiot for bringing him in. Then what really got me was when I went back for my rescheduled visit, vaccine free within the last 48 hours, upon asking about vaccinations Lauren felt the need to throw out "not this time" with a sarcastic laugh. I found it rude and annoying she even had to say anything at all. And to top it off she added a service without asking me and my puppys nails that were supposed to be trimmed and grinded down were rigid and still sharp when I picked him up. I will most definitely be finding a new place to get my dog groomed. Lauren needs to realize her customer service needs some serious improvement.