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Business Profile

Pet Supplies

PetSmart

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

This profile includes complaints for PetSmart's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

PetSmart has 534 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • PetSmart

      19601 N 27th Ave Phoenix, AZ 85027-4008

    • PetSmart

      12375 SW Walker Portland, OR 97225

    • PetSmart

      250 Grossman Dr Braintree, MA 02184-4954

    • PetSmart

      1201 Barbrajordan blvd Austin, TX 78723

    • Petsmart, Inc.

      171 N Nellis Blvd Las Vegas, NV 89110-5320

    Customer Complaints Summary

    • 576 total complaints in the last 3 years.
    • 199 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/03/2024

      Type:Order Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Many Website issues. I cant check out. Ive had this issue many times along with slow page loading and short auto log outs. I found that this has been an issue for 4 yrs. See attached blogs. Please call me after 1pm EST

      Business Response

      Date: 12/13/2024

      Thank you for contacting PetSmart Corporate Care.

      We appreciate the feedback from the Pet Parent, as it helps us address their concerns promptly. This Pet Parent has experienced issues with ordering on our website. We have forwarded their concern to the online ordering team for assistance. 

      We first attempted to reach the Pet Parent at ************** on December 10, 2024. Additionally, we sent an email to *********************** asking them to contact us so we can provide troubleshooting for the checkout issues. We are more than happy to assist the Pet Parent with available options and solutions once we hear back from them.

      We appreciate your patience and understanding as we work to resolve these concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring our Pet Parents satisfaction.

       

      Sincerely, 

       

      PetSmart *********************** Team 


      Customer Answer

      Date: 12/13/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. Although the message is INCORRECT. I did receive a call TODAY and talked to a Girl who said the opened up a case and I would be contacted in a few days to discuss Web issues further for help to repair glitches. The call came up as Private #(Blocked). this is not good business with all the scam calls received. Shes lucky I answered

      Regards,

      ****** ********

       
    • Initial Complaint

      Date:12/03/2024

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Petsmart never provides me with the digital copy of my receipt so I can file my dogs insurance. They never answer the phone when I call either. Please provide my receipt so I can file this insurance.

      Business Response

      Date: 12/04/2024

      Thank you for reaching out to PetSmart Corporate Care.

      We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their negative experience with our store and the difficulty in obtaining the needed receipts. We apologize for any inconvenience this may have caused. We have forwarded this concern to our *********************** Team, who successfully connected with the Pet Parent to address their issues.

      The Pet Parent informed us that they had spoken with the store and received the receipts they needed.  We also provided the Pet Parent with the **************************** phone number ***************) for future reference, so the team can expedite the process if they need a receipt again.

      We appreciate the Pet Parent's patience and understanding while we worked to resolve their concerns. At PetSmart, we are dedicated to providing exceptional customer service and ensuring every Pet Parent's satisfaction. We thank the Pet Parent once again for choosing PetSmart and hope to serve them again in the future!

      Sincerely,

       

      PetSmart *********************** Team

    • Initial Complaint

      Date:12/02/2024

      Type:Delivery Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order ********** on 12/1/2024 for a ************** TM Check Paw Stocking for $4.99.The next day I got an email indicating that they were cancelling my order. I went online to figure out why, since the email didn't explain, and the item is still in stock at a higher price $9.99.I'm just outraged that they wouldn't honor the price listed when I placed the order and instead cancelled the order.

      Business Response

      Date: 12/10/2024

      Thank you for reaching out to PetSmart Corporate Care.

      We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to our ************* Team for assistance. On December 4, 2024, we sent an email to the Pet Parent.

      We offered a $5.00 discount on the order, which the Pet Parent accepted on December 5, 2024, via email. We then informed the Pet Parent that this adjustment has been made and we appreciate their patience and understanding while we worked to resolve these concerns.

      At PetSmart, we are committed to providing exceptional customer service and ensuring the satisfaction of our Pet Parents.

      Thank you once again for choosing PetSmart!

      Sincerely,

       

      PetSmart Corporate ************* Team 

      Customer Answer

      Date: 12/10/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** ****

       
    • Initial Complaint

      Date:12/02/2024

      Type:Delivery Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on PetSmart.com for 24 small cans of food for my cat. I received 10 small cans and 7 large cans. My shipping email did not indicate they were substituting a different size and there was no packing slip indicating as such either. The larger size does not work for me as my cat will not eat that much in one sitting and will not accept leftover food that has been refrigerated. Even worse is the fact that the missing 14 smaller cans that I paid for was $10.70 more than the 7 larger cans I received so I was overcharged for what I got. Substituting should not occur without customer approval, especially when there is no record of the substitution occurring. I have been trying to contact the customer service number for 2 days and just sit on hold for very long periods of time until I give up. I have also filled out the form on the website for ************* multiple times, only to receive an email a few hours later each time saying the message couldnt go through.

      Business Response

      Date: 12/10/2024

      We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their recent online order and apologize for any inconvenience this may have caused. We forwarded this concern to our Online Orders Team for assistance, who was able to successfully refund the Pet Parent for their full order and also emailed coupons for the Pet Parent to use during their next in store visit.

      We appreciate the Pet Parent's patience and understanding while we worked to resolve their concerns.  At PetSmart, we are committed to providing exceptional customer service and ensuring every Pet Parents' satisfaction. We thank the Pet Parent again for choosing PetSmart, and hope to serve them again in the future!

      Customer Answer

      Date: 12/11/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** ****

       
    • Initial Complaint

      Date:12/02/2024

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have $23.97 worth of rewards on my Petsmart account. During check out, It shows I cannot use any of them. I called Petsmart and had someone hang up on me when I asked about why I am unable to use the $23.97 in the points on my online Petsmart account.Petsmart needs to make the $23.97 available to me ASAP as the points are in my account as "available and earned", but cannot be applied during check out.

      Business Response

      Date: 12/10/2024

      Thank you for reaching out to PetSmart Corporate Care.

      We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their negative experience with our ************* team and the process of redeeming treat points. We apologize for any inconvenience this may have caused. We forwarded this concern to our Care Team for assistance, who was able to connect with the Pet Parent to address their concerns. 

      We extended and the PP accepted a $150.00 gift card. Additionally, we provided a detailed explanation of how the treat points system works.

      We appreciate the Pet Parent's patience and understanding while we worked to resolve their concerns.  At PetSmart, we are committed to providing exceptional customer service and ensuring every Pet Parents' satisfaction. We thank the Pet Parent again for choosing PetSmart, and hope to serve them again in the future!


      Sincerely,

       

      PetSmart Corporate ************* Team 

      Customer Answer

      Date: 12/10/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ****** *********

       
    • Initial Complaint

      Date:12/01/2024

      Type:Sales and Advertising Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Petsmart had the Catnip Kalico Kush on sale for $6.99. It rang up for $9.99. We checked the receipt when we got in car. I politely went in store and asked for a refund of difference and they could not figure it out since the system calculated the $2.00 in reward we redeemed.

      Business Response

      Date: 12/06/2024

      We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their recent in store visit and apologize for any inconvenience this may have caused. We forwarded this concern to Leadership to ensure coaching and feedback is given to our store team to make certain that situations like this are handled with more grace going forward.

      We were able to connect with the Pet Parent and address their concerns.  As a show of good faith, we also emailed the Pet Parent a $20 eGift card.

      We appreciate the Pet Parents patience and understanding while we worked to resolve their concerns.  At PetSmart, we are committed to providing exceptional customer service and ensuring every Pet Parents satisfaction. We thank the Pet Parent again for choosing PetSmart, and hope to serve them again in the future!

      Customer Answer

      Date: 12/07/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ****** *******

       
    • Initial Complaint

      Date:12/01/2024

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went on the ****** Website and searched PetSmart Black Friday deals and was directed to a cat food for 72 cents per unit price would be reflected at checkout according to the sponsored ad which is a corporate sponsored ad however when I went to check out with the units in my cart I was going to be charged a different price of $1.10 per unit. I contacted the PetSmart help 1888 number and was told that they do not honor those prices even though it was a sponsored corporate ad. I then directed them to their price match guarantee which is stated on the PetSmart website and states the only online price matches they do not honor our ****** **** and other auction or discount sites ****** was not listed at all on those sites. I was told there's nothing they can do they don't honor ****** pricing even if it is a PetSmart sponsored ad. I have screenshots that will be attached and a corporate call back initiated but my faith in the Callback is zero. I just want the price shown honored as that is the law and that is good business.

      Business Response

      Date: 12/05/2024

      Thank you for reaching out to PetSmart Corporate Care. 

      We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to ************* Team Leaders for assistance. On 12/3, via email we communicated with the Pet Parent at *********************************** about their concerns.

      We explained to the pet parent that the ****** listing was not a PetSmart ad or promotion. We referred the pet parent to view our website for current prices. 

      We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future.

      Sincerely, 

      *****
      PetSmart Corporate *************

      Customer Answer

      Date: 12/05/2024

      the company showed a price through a sponsored ad but refuses to honor the price. On top of changing narratives from agent to agent which show deceit 

      Business Response

      Date: 12/13/2024

      Thank you for reaching out to PetSmart Corporate Care.

      We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with the online promotional offer. We apologize for any inconvenience this may have caused. We forwarded this concern to our online ordering team for assistance, who was able to address their concerns. 

      We contacted the Pet Parent  and successfully placed the order at the promotional price. The order was delivered to the Pet Parent on 12/10/2024. We appreciate the Pet Parent's patience and understanding while we worked to resolve their concerns. 

      At PetSmart, we are committed to providing exceptional customer service and ensuring every Pet Parents' satisfaction. We thank the Pet Parent again for choosing PetSmart and hope to serve them again in the future!


      **************************************************************************** Team


    • Initial Complaint

      Date:11/30/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 28th 2024 petsmart listed a 46L x 18W x 18 H reptile tank for $24.99. I placed and order #********** and received an email that it would be ready for pick up in 2 hours however I knew that it wouldn't be until 11/29/24 since it was Thanksgiving and they were closed. On 11/28/24 around 8pm they emailed that my order was cancelled with absolutely no explanation and refunded my money. The tank was then listed on the website for $199.00. I emailed the company on 11/28/24 and received an email back on 11/30/24 that this pricing was a mistake and they could not ***** the order but I was encouraged to re-order the $199.00 priced SAME tank. I was not offered any kind of extra coupon or discount to reconcile this mistake. I spent 32 minutes on the phone with petsmart trying to speak with a supervisor to see what they could offer me because regardless of the mistake it is unexceptable that they cancelled an order with no reasoning and tried to slide under the radar like it didn't happen. On my call I spoke with someone who tried multiple times to send me to a supervisor but the said supervisor refused to get on the phone with me and told the women I was speaking with to tell me that there was no way they could honor my order because it was a mistake and no matter how many times I called there was nothing they would do for me. I find it EXTREMELY unprofessional that they cancelled probably hundreds of orders and expected to have no repercussions. It is disgusting that the supervisor would not even give me the time of day for a phone discussion. I don't care if someone in their company made a pricing error, they took my money and gave me an order number and it should have been honored. They should be giving me AT LEAST some kind of coupon to right this wrong. This kind of unprofessionalism should have consequences.

      Business Response

      Date: 12/06/2024

      We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor online ordering experience and apologize for any inconvenience this may have caused. 

      We understand the Pet Parent was unsatisfied with the initial resolution provided by our Online Orders Team.  We attempted to connect with the Pet Parent on 12/06/2024 via phone at ************, but were unable to get through to them at this time.  As a show of good faith, we sent a follow up email with an offer of 10% off their next online order and included a couple of coupons to use during their next in store visit.

      We appreciate the Pet Parent's patience and understanding while we worked to resolve their concerns.  At PetSmart, we are committed to providing exceptional customer service and ensuring every Pet Parents' satisfaction. We thank the Pet Parent again for choosing PetSmart, and hope to serve them again in the future.
    • Initial Complaint

      Date:11/29/2024

      Type:Sales and Advertising Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      PetSmart falsely advertising online for in-store only purchases. PetSmart.com is advertising a sale on live fish for sale for in-store purchasing. The live fish can only be purchased in store. The Clearwater locations (Noth and South) would not honor the corporate price depicted online at PetSmart.com The PetSmart customer service number agreed with the online price and attempted to contact the stores in support of the price as-advertised, the Clearwater loations refused to honor the advertised price. There are no disclaimers in the site and the Clearwater PetSmart locations refused honor the advertisement. Why would the online advertisement need a disclaimer for in-store discounted pricing?This is the definition of False Advertisement.
    • Initial Complaint

      Date:11/27/2024

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Attempted a early auto ship today. 11/27 It processed but didn't include the auto ship discount. Immediately called in. Got with ****. At 2st he kept telling me to reset my password. Gave me the runaround. By now,y order was "in process" so he refused to cancel the order. I then asked to speak with management. After three holds and three return of ****, he said, "are you calling me a liar"? I immediately said I am finished speaking with you. Please get me a member of management. He said they'll tell you the same thing. 30 minutes into the call by now the order would not cancel. Finally received a ******* supposedly a member of management. She refused to cancel or even offer the auto ship discount. Would not cancel order!

      Business Response

      Date: 12/04/2024

      Thank you for contacting PetSmart Corporate Care.

      We appreciate the Pet Parent for sharing their feedback with us. We have forwarded this concern to our ordering team for assistance. On November 29, 2024, we sent an email to the Pet Parent informing them that we have applied the missing auto ship discount.

      We appreciate your patience and understanding while we worked to resolve these concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring the satisfaction of our Pet Parents.

      Thank you again for choosing PetSmart!

      Sincerely,

       

      PetSmart *********************** Team 

      Customer Answer

      Date: 12/04/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      However, the way I was treated with **** and even ****** I will no longer do business here. 

      Regards,

      ******* ******

       


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