PetSmart
reviews and complaints

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

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.

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.

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!

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!

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.

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]

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.

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.

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.

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?

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.

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.

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.

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

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!

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