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PetSmart complaints 638

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K
9:15 pm EST

PetSmart Petsmart Grooming at North Brunswick NJ

BAD EXPERIENCE WITH TINA the grooming Manager - SHE IS VERY NASTY AND RUDE. NEEDS TRAINING IN CUSTOMER SERVICE.

Tina the grooming salon manager at North Brunswick is very unprofessional and nasty. She really needs training in customer service. I had an appointment for my dog on Feb 19th. When we went to the appointment, Tina was extremely rude and suggested that we take our dog to the vet and get him sedated to do his grooming as he had some matting. My dog has been getting groomed at Petsmart for that last 5 years and we never had any issues. This is the most ridiculous thing I heard from a so-called professional groomer. When we asked to get re-scheduled, she refused to give us an appointment. We had to speak to the store manager Chris, and he scheduled us for 2/28 with another groomer. When we went back today for the appointment, we were told that our appointment was cancelled as they do not feel comfortable grooming my dog. Tina instructed the groomers not to do my pet. So I ask, is Tina discriminating against my pet or me? She seriously needs training on Customer service. The store manager was not of much help. I have escalated this complaint and will take it up to the district manager. Both my pets have been getting groomed for the last 5 years at Petsmart and we have never been turned down or spoken to like that. This needs more attention. I plan to escalate it to the CEO so people are aware of the kind of customer service we are getting . The Petsmart slogan says "ANYTHING for PETS" but Tina works exactly opposite this motto and the company belief

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3:55 pm EST

PetSmart Grooming

Have been taking my dog for grooming for some time now., But this morning I had a appointment at 10 and there was one girl cutting a large black poodle and saw me never said anything. Continued to cut the dogs hair and being quit rude and verbally abusive to the dog because he wasn't holding his leg right at the same time she is texting with her other hand. My dog was shaking and I knew he was scared. I waited 15 minutes and not even a can you wait a minute. I said I guess you haven't got time for me so cancel my appointment. She then said o your groomer is in the back. I will never go back if that's the kind of people that work there.

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9:58 pm EST
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The tanks were all gross with algae, dead fish on the bottom, stuck to the filter, crickets jumping around, tank decor flipped over and just tossed in tanks. The betta fish in the containers, all the containers, were disgusting. Found 4-5 that were on their way out. 2-3 with rotten fins. Horrible to see. Along with the tanks that were gross, were...

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7:34 pm EST

PetSmart Grooming Department

The grooming department at our local pet smart in Bullhead City seems to be getting worse every time we use them the last time we went the staff was rude and today (2-9-22) they called at about 410pm and stated our dog was ready to be picked up we receive the message about 415p so we headed over there and 3while o n our way we receive another call and they stated they closed in 2 minutes and the dog would have to stay the night, That is unacceptable since we were less than 5 minutes out. I am not sure what happened to Pet Smart as a company but it is unacceptable to treat people like this and we will not be back. When people ask me about your company I used to give great reviews but no longer will I do this and word of mouth is bad for a company. I promise this.

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8:13 pm EST
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I was at the Woodbury PetSmart location and I was checking out with a lady, she was being very rude and I told her she is being kinda mean. She started saying she doesn't care and yelling at me and the cashier girl behind her started chiming in and yelling and swearing at me and my husband. I talked to a lady manager and she said that they are fine and were...

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4:54 pm EST

PetSmart grooming

petsmart advertises and communicates that grooming will take 3-4 hours. I brought my dog and he was there for over 6 hours because they were "busy" so he had to sit in a crate for an extra 2 hours because they did not schedule accordingly.

When checking if my dog was ready the groomer was short with me and would not give me clear communication of when my dog would be ready. I came back when instructed after she said it would be another 45 minutes and he was still not ready!

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8:24 pm EST

PetSmart Selling fish with ick

I had bought a sucker fish for my 20 gallon fish just before christmas and about a week later I had lost one of my rainbow sharks. And then a couple of days later I lost another rainbow shark, 2 lampeye fish and 2 female bettas all in one day.
So I took all the dead fish back to one of your stores and explained what happened and the manager said that I bought the sucker fish with ick.
So in other words the fish I bought at your store kill all the fish in my tank.

I am very upset and disappointed that one of your employees would sell fish that has ick!

The manager at the store said that he couldn't refund me for the fish that was kill by the the infected fish!

It was not the only fish that I bought that day! I had bought another albino sucker for my 5 gallon tank that kill some of my mollies. (so that fish had ick also)

Really not good customer service!

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Andy5000
Elk Grove, California, US
Mar 13, 2022 4:02 am EDT

if Ick killed all your fish they would be covered in white spots and its unlikely they would all die in the same day, that tank is way to small for Rainbow Sharks, they are aggressive and need 50 gallons at minimum, 75-100 if you have a mated pair otherwise they will kill everything. lamp eye fish need to be kept in groups of at least 4, require really clean water and peaceful tank mates just like the bettas. If you have another Rainbow shark it most likely killed the others. Do some research before you buy fish, petsmart is a retail store, associates make close to minimum wage and are not experts (some might be but its not likely), they just bag fish and send them to their doom most of the time like who ever sold you all those fish.

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8:45 am EST
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PetSmart billing/gift cards

I purchased 1 bag of dog food from Petsmart in a phone order. I gave two gift cards $10.00 each totaling $20.00 to pay for an order that was $23.00 I approved use of my credit card for $4.00. that was the balance left after the gift cards were applied.

My credit card was billed $23.49. The gift cards were not applied and customer service informed me that they could not apply the gift cards and I would need to make another purchase to use the gift cards.

Desired outcome: I want the $20.00 credit issued to the credit card that was to be used for the $4.00 balance.

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Update by a1designr
Dec 30, 2021 8:47 am EST

I believe this is bait and switch as I am being told theey cannot use the gift cards on this purchase--the order was placed using the gift cards and permission to use my credit card for the $4.00 difference

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10:18 am EST

PetSmart Grooming Salon

Visiting family in Daytona Beach, FL and pet needed nails trimmed so I called the local store to inquire about availability and the snippety little girl on the phone acted like I was inconveniencing her.
I also asked her if she could check to see if they were able to view my pets rabies paperwork since she had been seen in Kansas location and again it was if I was interrupting her work schedule.

Sorry if I wanted to give you people some additional business.

Patrick Nicholson
[protected]

Desired outcome: Want acknowledged petsmart is rude

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9:39 am EST
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PetSmart Grooming dropped my Oscar paralyzed him

I took my Oscar at 2 Yrs to have his nails cut. I told them make sure he is on the table with the loop around his neck. Instead 2 girls and let me qualify this by saying girls ! We're HOLDING Oscar when they held him instead. ( I was watching the entire negligence. They dropped and paralyzed his back legs ruptured 2 disc's in his lumbar spine. They paid nothing. I could not find an attorney to sue them in nevada.
NEVER TAKE YOUR DOG TO PETSMART GROOMING. BY THE WAY PETSMART IS SELF INSURED! THEY DID NOT PAY THE VET BILL. PETSMART ALSO OWNS CHEWEY. IVE CARRIED OSCAR AROUND FOR 14 OF HIS 16 YEARS. he crossed the rainbow Bridge 2 weeks ago.

Desired outcome: To repay me for all of his prescription food and meds that allowed his body to function properly. It cost me 200.00 a month for 14 of his 16 years. $ 33,600 just for his meds and food at 200 per month

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Update by Jalt1952
Dec 27, 2021 9:40 am EST

I asked for the copy of the tape and they refused

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Mr. Helpful
Los Angeles, US
Dec 27, 2021 11:36 am EST

I'm very sorry for your loss.

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4:14 pm EST
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PetSmart Purchasing Diabetic Food

I called Petsmart in Canoga Park, Ca as they showed they had Hills Prescription W/D canned food available for dog's. Our current store was out and it was 2 days before Christmas. The gentleman I spoke with said I would need the prescription number, which I didn't have, or a current receipt showing that we have purchased it, which we did have. They put a case up front and when my husband got there the manager would not give it to him. He said he needed the prescription number and would not accept the receipt. My husband said, so you would allow my diabetic dog to die over this? The manager Todd, said yes, per store policy. This is TOTALLY UNACCEPTABLE! Why did the manager Todd, not go and find the gentleman I spoke to? My husband had to call our current store we purchase it from and luckily the vet was there, she was horrified by what was occurring. She wrote a new prescription, as we could not get ahold of our current vet. She said that if Todd gave my husband any problems, she would get on the phone with him. Todd needs to go back through management training and learn how to deal with people and circumstances that arise. Shame on this store and their staff. We will never travel 80 miles round trip there again, nor recommend it. Minus 1 star for this place.

Desired outcome: Apology

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Andy5000
Elk Grove, California, US
Mar 13, 2022 3:44 am EDT

Its a policy for a reason, you cant go to the pharmacy and pickup medications without a script and its the same for medical pet food. When they scan it at the register a prompt pops up requiring the prescription number to even process the transaction. This Todd guy is just following the rules and honestly that food is a rip off, they add less meat,more grain and corn so its much cheaper to make but charge more. Read the ingredients, should be called corn flavored. Just boil chicken, white rice, various vegetables and minerals and you have higher quality, cheaper dog food

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M
3:31 pm EST

PetSmart Grooming

Made an appointment for grooming, they called me last minute saying they couldn't do it because of her neurological condition. She has myasthenia Gravis, a neuromuscular disease that causes muscle weakness, not contagious. Even after talking with her neurologist, they said they couldn't see her because by then they didn't have an appointment available. Very disappointed.

Desired outcome: Pet Smart Nashua, NH - Daniel Webster highway

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Update by Maria Tereza Dias
Dec 17, 2021 3:32 pm EST

Made an appointment for grooming, they called me last minute saying they couldn't do it because of her neurological condition. She has myasthenia Gravis, a neuromuscular disease that causes muscle weakness, not contagious. Even after talking with her neurologist, they said they couldn't see her because by then they didn't have an appointment available. Very disappointed.

Pet Smart Nashua, NH - Daniel Webster highway

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8:29 pm EST
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I have been a long-time customer of PetSmart and I always shop at Tujunga PetSmart. today at the cash register a new employee couldn't find me in the system by my phone number, and ask for my old number and I tried explaining to her that I am going there regularly every week to purchase my cat food or treats but she said she was not able to find me so I...

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12:23 pm EST

PetSmart Manager violated the rights of consumer

The store at the NorthWales manager assistance violated the PetSmart return policy. He gave me attitude saying mean words to his customer, " I don't see the reason for the return, there is no need to return." Why is he telling the customer she can't return/exchange the product? I have the receipt and it is within the 60 days return policy. He even checked his watch to make sure the return date is still valid, he also pulled out my phone number to verify my receipt. So what is going on here? What is the miscommunication? The manager assistance or the customer?

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3:05 pm EST

PetSmart store conditions

For the past several months, I have noticed a loud whining noise coming from the reptile tanks/bird cage area of the store that can be felt and heard throughout the store, I am concerned about the animals who are subjected to this noise. I have mentioned this each time I am in the store but the problem continues and no one seems concerned about the welfare of the poor animals who are subjected to this obnoxious noise and vibration 24/7. Can you please repair whatever is causing the problem and spare the animals, fish, reptiles and birds from any further stress they must be feeling due to the noise? I hope someone will respond to this issue and to this email in a timely manner. Thank you.

Desired outcome: Repair whatever is causing the noise

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7:23 pm EST

PetSmart too many Betta fish in stock

I was in the Gilroy, CA store today. They must have at least 60-70 (maybe more) Betta fish in stock. Way too many than the store needs, and the fish look to be in poor condition. I think it should be looked into, since most of the fish will inevitably end up dying.

Also, the store smelled foul as soon as I walked in. Not sure if it's the fish department or something else.

I would not recommend anyone shop there unless it's an emergency.

Desired outcome: have less Betta fish in stock at one time

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8:35 pm EST

PetSmart Treatment of live animals

Practices at the PetSmart store 0629 in Tupelo, MS are resulting in hundreds of pet deaths! When tropical fish shipments arrive, they are being left unopened until mid-afternoon. At my visit about noon on 11/12/2021, fish shipments delivered from the same wholesaler at two other pet stores in town had been opened and put into their tanks hours earlier (I make the rounds on fish delivery day). The PetSmart employee in their fish department told me that someone was coming in at 2:00PM to put the fish out. Fish are still in bags 2-3 hours later with many dead and dying and likely off-the-chart ammonia in the water in the bags. Surviving fish are greatly weakened and many end up dying. What is truly unconscionable is that this appears to be standard practice! Upon a visit to the store a couple weeks ago, there were three (3) employees examining a stack of palletized dry goods that had been delivered that day and I was told the same thing, they wouldn't be putting the fish out until later in the afternoon. One would expect that a company specializing in pets would understand that these are live animals! There is no excuse for not giving the live pets priority over other tasks, especially since manpower was not an issue in this case. I have sent a similar complaint to PetSmart from their website contact link and hope that this is as unacceptable to PetSmart management as it is to its customers. This woeful negligence and disregard for animal life and welfare should be stopped.

Desired outcome: Change of practices regarding getting tropical fish deliveries into the aquariums as soon as possible.

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10:48 am EDT

PetSmart Grooming

HORRIFIC experience! my doodles not had their ear completely shaved off! This is gonna take 9-12 months to grow back! Everyone there was rude, especially the manager when I called to complain. She told me there was "no such thing as a longer doodle face"! What! Their own employee used those words at drop off when asking if we wanted the same cut as last time with a 5 blade and longer doodle face! And my poor mini doodle also had hai entire face shaved down. we are traumatized

Desired outcome: refund and apology

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4:04 pm EDT
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PetSmart Care of reptiles

I visited 2 of your locations to look at snakes. Heartbreaking. Humidity levels all wrong and in the Berlin Ct store there was a python who's shed is still stuck to it's eyes😟. I'm really upset because I have extensive knowledge of reptiles and have applied for the company but I can't seem to get hired. Thinking because I know when animals are being neglected. Someone needs to address this!

Desired outcome: Better reptile care

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1:57 pm EDT
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PetSmart Salon

I took my two puppies in as I always do at pet smart for baths and a puppy cut there normal groomer was not in that night so Kim took care of my puppies. Murphy and bella.
Bella came out fine but Murphy was completely shaved. I never gave Kim permission to shave off my puppies hair. She said she would call me if she had to go lower then normal. she never called me. When I picked him up my 9 year old daughter was scared because he did not look like himself. I called and spoke to the manager Ashley and she was extremely rude would not let me get a word in and when I told her I was going to file a complaint she told me to do what I have to do. Ashley should not be in a managers position her customer service skills are horrible and you just lost a well paying customer I will make sure my family and friends do not EVER shop or bring there dogs there to get groomed Horrible Horrible service

Desired outcome: refund

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About 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.

PetSmart Customer Reviews Overview

Petsmart is a popular online retailer that specializes in pet supplies, pet food, and pet services. The website has received a large number of reviews from customers who have purchased products or used services from the company. Overall, Petsmart has received positive reviews for its wide selection of products, competitive pricing, and excellent customer service.

Many customers have praised Petsmart for its extensive selection of pet products. The website offers a wide range of items, including food, toys, grooming supplies, and more. Customers appreciate the convenience of being able to purchase everything they need for their pets in one place. Additionally, Petsmart offers a variety of brands and products that are not available at other retailers.

Another positive aspect of Petsmart is its competitive pricing. Customers have noted that the prices at Petsmart are often lower than those at other pet supply stores. The website also offers frequent sales and discounts, which further reduce the cost of pet supplies.

Petsmart has also received high marks for its customer service. Many customers have praised the company for its knowledgeable and helpful staff. Petsmart offers a variety of services, including grooming, training, and veterinary care. Customers appreciate the convenience of being able to access these services at the same location where they purchase their pet supplies.

In summary, Petsmart has received positive reviews for its wide selection of pet products, competitive pricing, and excellent customer service. Customers appreciate the convenience of being able to purchase everything they need for their pets in one place, and they value the knowledgeable and helpful staff. Overall, Petsmart is a highly recommended retailer for pet owners.
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3. Writing the Title:
- Summarize the main issue with PetSmart in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with PetSmart.
- Include key areas such as transactions, nature of the issue, steps taken to resolve, personal impact, etc.

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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
    +1 (888) 839-9638
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    +1 (866) 738-7375
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    +1 (855) 537-0295
    +1 (855) 537-0295
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    +1 (321) 309-9065
    +1 (321) 309-9065
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    +1 (623) 295-3238
    +1 (623) 295-3238
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    Financial Management
    +1 (623) 587-2177
    +1 (623) 587-2177
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    Media Contact
    +1 (888) 839-9638
    +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 related to the Pet Stores category.

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