Complaints

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

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  PetSmart

  19601 N 27th Ave Phoenix, AZ 85027-4008

• 

  PetSmart

  3641 Truxel Rd. Sacramento, CA 95834

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  PetSmart

  4010 S Bolger Rd Independence, MO 64055

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  PetSmart

  3585 N Shiloh Dr Fayetteville, AR 72703-5359

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  PetSmart

  1236 Greenbrier Pkwy Chesapeake, VA 23320

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.

• 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.

  Oct 6th 2024, After weeks of ads popping for an item I was interested in, showing a price of $19.99, I placed my order. When it showed up it was a different item than pictured. I reached out to customer service about the issue on Oct 8th. They offered to reship the correct item. I was sent the same incorrect reptile hide(broken) not the hide pictured in the ads/sales page/confirmation email or order history. I reached out AGAIN letting them know I now had 2 of the same incorrect item. They said they would reship 3rd time.Oct 15th I asked them to confirm I would get the item pictured on the sales page so I wouldn't recieve a 3rd item I didn't order- at this point someone noticed the item pictured online didn't match the **** let me know I could order the item pictured for $44.99 using a different link.... this is false advertising. For the inconvenience they sent me a $20 gift card (not even the full amount I paid as it was $22.98 after tax) they were unable to refund as there was already a reshipment. I let them know I wanted the item that was advertised, not a gift card& asked for them to send me the Thrive reptile corner hide as it was still showing it was $19.99 online. They refused They said they would refund me $16.09 ontop of the $20 gift card. Not sure where they got that number but the refund wasn't sent.I was then promised a $15 discount if I wanted to order the hide I thought I was ordering in the first place. Was told to send a message after ordering.Payday came Nov 5& I placed my order (**********) I spent $59.98 total& used a code shown on the site (save25) giving me a 25% discount (59.98-25%=44.98 [$15]) because i bought more than the hide. I let them know order was placed& was told my discount was applied. I still haven't recieved it.Going back and forth for weeks wondering where my $15 refund is& they are insiting i got it.. what I got was $15 savings using the SAVE25 code which was available to everyone, not my $15 discount promised. Wow.

  Business Response

  Date: 12/04/2024

  We have taken note of their concern and have escalated this matter to the appropriate teams for assistance. We are currently reviewing the matter to ensure that we can address the Pet Parent's concerns thoroughly. We would  appreciate a bit more time to complete our research to ensure we can fully resolve the issue.
  
  We apologize for any inconvenience this may have caused as we continue to resolve the Pet Parent's concerns.

  Customer Answer

  Date: 12/09/2024

  Petsmart... as of today, Dec 9th 2024, it's been 55 days since your team was made aware of the issue with the site. AS OF TODAY THE SITE IS STILL SHOWING THE THRIVE WOOD HIDE WITH THE WRONG PICTURE FOR $19.99. Unfortunately you wouldn't Honor that price and made me pay ***** plus tax for the item shown.

  
  

  For a multi billion dollar company I am thoroughly unimpressed. You are breaking laws set by the ****************************, false advertising, false or misleading representation, deceptive marketing practises.. your IT team should have corrected this issue almost 2 months ago and yet the same item is still available to purchase today.

  
  

  How many others have bought this reptile hide and received a hide that's not even remotely similar to the product shown? How hard is it to switch a photo or change the sku listed... even to take the page down? From my understanding, talking to other business owners, this is a simple thing to do but for some reason yall just won't do it. The sales online have been changed now multiple times, why couldn't anyone go in and adjust this one page? 

  
  

  in my attached screen recording you can even see that when the items picture& price appears in the search bar, and its clicked, suddenly the WRONG SKU pops up as an "autofill" for this product lmao. What is even happening right now?? Wow.

  Business Response

  Date: 12/11/2024

  We appreciate the Pet Parent's patience as we worked to address their concerns. We have successfully updated our website to ensure the appropriate item is accurately reflected on the product page.
  We understand the inconvenience this matter may have caused the Pet Parent and sincerely apologize for any frustration experienced. We value their feedback and have taken the necessary steps to prevent similar issues in the future.  We thank the Pet parent for allowing us the opportunity to resolve this matter. 

  Customer Answer

  Date: 12/13/2024

  Congratulations for finally fixing an issue after 2 months of error. I'm glad I could bring it to you're awareness 5+ times and that eventually someone did their job! 

  Sad for all the people who purchased the item thinking they were getting a deal, I'm sure there was lots over that 2 month period. Merry Christmas& do better.

  
   

  
  

• Initial Complaint

  Date:11/27/2024

  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.

  IN OCTOBER 2024 I TOOK ***************** I WANTED HER TO BE CUT SHORT BUT WHEN I GOT BACK TO PICK HER UP SHE WAS NOT CUT SHORT I WAS TOLD THE GROOMER LEFT BUT WHEN THE DOOR TO THE KENNEL ROOM WAS OPEN I CLEARLY SEEN HER BACK THERE I PAID ****** FOR WHAT TO TRIM HER NAILS SO WHEN I GOT HER HOME I NOTICE SHE WAS SCRATCHING ALOT MADE HER SORE ON BACKSIDE I LOOKED SHE GOT FLEAS FROM PETSMART EFFIDENTLY THEY DID NOT DO A JOB SANITIZING THE KENNEL SHE WAS IN I CALLED CORPRATE AND STORE SPOKE WITH ASSISTANT MANAGER SHE DELIBERATE PUT ME ON HOLD THEN STORE MANGER CALLED I MADE A COPY OFF IPHONE MESSAGES HE CURSED AT ME EVEN MY FRIEND AND WIFE HERD HIM ALSO STATEING WE HAVE NEVER HAD FLEAS IN THIS FACILTY HE HUNG UP ON ME THEN I CALLED CORPRATE I HAVE THAT CALL ON IPHONE CONVERSATION STATED THEY WERE GOING SEND REFERENCE NUMBER THEY NEVER SENT ALSO SAID THEY WOULD DO EVERYTHING THEY COUL TO HELP WELL IT WAS NOT EVEN 5 MINUTES GOT EMAIL STATEING WE CAN HELP YOU TALK TO GET A ATTORNEY THIS WHAT I STATED NOTHING WAS DONE TO FIX PROBLEM I WOULD I HAD TO WIFE ER FOR FLEA BITE THROUGH AWAY BRANDNEW LOVE SEAT TOOK ****** TO MY VET EMERGENCY THEY CONFIRMED SHE CONTRACTED FLEAS DOWN PET SMART MY VET KNEW IN EARLY OCTOBER CHECK UP SHE DID NOT HAVE THEM PETSMART I ALSO NOTIFIED I WAS GOING CONTACT ANIMAL CONTROL FOR ABUSE AND NEGLET I HAVE CONVERSATION RECORDED COPIES OF COMPLAINT VET **** ** ***** COPY HOW MUCH LOVE SEAT WAS WHAT HAPPENED THIS WERE SUPPOSSED TO BE PROFFECIONALS ALL THEY WANT WAS TO CON ME HURT MY PET AND WIFE

  Business Response

  Date: 12/11/2024

  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 District leader for assistance. On 12/4, via email we communicated with the Pet Parent after multiple attempts to call the. We set up a time to go over the pet parents concerns on 12/5 at 10:30 am EST. We attempted to call the pet parent at ************** about their concerns. The pet parent did not answer, so we left a voicemail. Once the Pet Parent contacts us, we will be more than happy to speak to them about their concerns.
  
  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 our Pet Parents' satisfaction. 
  
  Thank you again for choosing PetSmart.
  
  Sincerely, 
  
  *****
  PetSmart ***********************

• Initial Complaint

  Date:11/24/2024

  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.

  Petsmart grooming denied service to my dog since he came in with a muzzle. They said they cant groom dogs who come in with a muzzle, no matter the circumstance. I said he only has it on since he isnt comfortable around other dogs. They still refused and I said that on their website, there is no where stating that they can refuse service to muzzled animals. Also, it said on the website that they can accommodate customers, but they said its their policy. My other dog was able to be seen, but sat in their back room in a crate for about an hour and a half without being seen. Her appointment was at 12:30 and they said that they assist multiple dogs at a time, but it is unacceptable for her not to be seen for an hour and a half when she had an appointment. I drove an hour to get my dogs groomed and we left with them not being groomed at all. They offered a 10% discount on my next grooming but I will not be returning.

  Business Response

  Date: 11/26/2024

  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 District Leader for assistance. We spoke with the Pet Parent about their concerns and explained our policy in more detail.
  
  We scheduled for both of her dogs to be bathed during a less stressful time of day.
  
  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 ***********************

• Initial Complaint

  Date:11/24/2024

  Type:Delivery 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.

  We made an online order for ORDER#: 1006485061:Royal Canin Size Health Nutrition Medium Breed Puppy Dog Dry Food Royal Canin Item #******* 30LB $109.99+tax. ( was charged $124.43 )It was assigned to be delivered by Door-dash, you contract with to make your deliveries. During the delivery it was Confirmed that we were given the wrong package, we received 3 t-shirts in a Target bag.I immediately called Petsmart ***************** they looked up the order and verified by photo Doordash had taken of the delivery it was clearly not the 30LB bag of dog food. (yet a small Target bag hanging on my door knob)Petsmart **************** immediately placed a re-delivery.However, when the Door-dasher went to Petsmart Store Number #****, the manager sent them away and refused to give them the dogfood.A now 3rd Door-dasher went to Petsmart Store Number #**** and again **** the manager on duty refused to give them the dog food for re-delivery.I called Petsmart **************** yet again and spoke to ******* (she put me on hold while she tried to resolve) and she stated she had to argue back and forth with this Petsmart Store Number #**** manager ****, to release the re-delivery order. **** absolutely refused to provide the dog food, that we never received, to the door dasher.I asked Petsmart **************** to please re-order from a different store and she stated she *********** I have no food for my 2 dogs and no money to place another order.Could you please assist me in getting my order.

  Business Response

  Date: 11/29/2024

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their same day delivery order and apologize for any inconvenience this may have caused. After researching this Pet Parent's concerns, our Online Orders team attempted to connect with the Pet Parent via email to address their concerns.
  A full refund, as well as a $25 eGift card, was issued and sent to the Pet Parent.
  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: 12/02/2024

  there was no resolution with regards to Delivering the dog food. You have a store that refused redelivery. Very disappointed in the no action taken by Petsmart to assure delivery. 

  Business Response

  Date: 12/10/2024

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible.  We first attempted to reach the Pet Parent via email on 11/25/2024 and issued a full refund, as well as a $25 eGift card, to the Pet Parent that same day.  We reached out to the Pet Parent again on 12/06/2024 by both phone and email but have yet to hear back from them.  We will be more than happy to further assist this Pet Parent with any alternative options and resolutions that may work for them in this situation but are unable to do so until we hear back.

• Initial Complaint

  Date:11/20/2024

  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.

  Well, here I go again with PetSmart, I figured one time could be a fluke, but I cant be totally surprised that they screwed up again. I ordered four items in one shot, two of which were 42 pounds of cat litter. I ordered same-day delivery because I am disabled and cannot carry heavy things. When they arrives they were the incorrect item, each one being 25lbs. I immediately called PetSmart call center to let them know about the mistake. The *** was very nice, he could see on the delivery photo that the items were in fact wrong so he said he would call the store and ******** to re-order. He said the store at first did not answer, then they answered and transferred him to grooming, but he was in fact able to place the order And I received an alert from ******** that the driver was on its way. One driver waiting for 20 minutes, they left the next driver waiting another 20 minutes and then I get a notification that my order was canceled. I call PetSmart call center again, get a different ***. ******* the situation so she calls the store who tells them I already picked up the order. I picked up the order? Ive been sitting at home, disabled, watching the tracking, and now Ive been on the phone with PetSmart call center for a half hour. What do you mean I picked up the order? The audacity to lie about a customer getting their merchandise when you know they didnt. Would it suit them well for me to lose my money? The ***resentative not only refunded me, but she said she was so put off by the attitude that she got personally from the store that she filed her own complaint. Its a shame because PetSmart really does have better deals than some of their competitors but how can I continue to order from them when all they do is s**** up? Disgusting

  Business Response

  Date: 12/16/2024

  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 our online order process. We apologize for any inconvenience this may have caused. We forwarded this concern to our online order team for assistance, who was able to connect with the Pet Parent to address their concerns. 
   
  We extended a gift card, and the store managers will reach out to the Pet Parent to discuss the ordering issues.
   
  We appreciate the Pet Parent's patience and understanding while we addressed their concerns. At PetSmart, we are dedicated to providing exceptional customer service and ensuring the satisfaction of every Pet Parent. We would like to thank the Pet Parent once again for choosing PetSmart and hope to serve them again in the future!
   
  Sincerely,

   

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

  
  

• Initial Complaint

  Date:11/18/2024

  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.

  On October 24, 2024 I visited the grooming salon at PetSmart in ******, ********. At check-in I was required to initial and sign an agreement. I did not have an opportunity to read the agreement before signing. The groomer referred me to the store manager to obtain a copy. The store manager refused to give me a copy of the signed agreement. The store manager provided a blank form, but not the same form that I signed.

  Business Response

  Date: 11/21/2024

  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 Management Team for assistance. We spoke to the Pet Parent about their concerns.
  
  We mailed out the copy of his form on 11/20/2024.
  
  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 ***********************

  Customer Answer

  Date: 11/25/2024

  
  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:11/15/2024

  Type:Product 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 12/01/2023, during a Black Friday/Cyber Monday sale on Petsmart.com, pet treats were heavily discounted, so I always buy hundreds of dog treats and use them over the course of the year. I did this is 2021 and ***************************************************************** going bad. This year I experienced white growing MOLD on most of the treats, even though the expiration date states May 2025, which means the treats should be good for another 7 months. The *** # is 051025/1/1.I have kept the SEALED bags of treats that were kept in my dining room in a house that keeps its thermostat between 68F - 72F all year round and a majority of the 165 bags I checked had some form of white mold growing all over *********'s where it gets more interesting. I have 19 bags purchased on the same day (12/01/2023) and ordered online that have been stored right next to the other 165 that have a different expiration date of 07/2025, *** # ******/1/1 that have no signs of mold growth. If I stored these treats inappropriately (I did not), then ALL Lot #'s would be experiencing mold growth, but that is not the case. This seems to be a ***/BATCH issue with the product expiring before the best by/expiration date.PetSmart customer service has stated they cannot and will not refund me since it has been over 60 days, even in this extenuating circumstance. I have let customer service know that I am willing to work with them to get this resolved -- this includes taking all treats back into a local PetSmart store so that they can see with their own eyes that a majority of the treats are molded, even in factory sealed bags with no visible package damage, or shipping them back if needed.This is a health issue for any dog that would eat these treats. I would like a refund for 165 bags as they can't be chanced to feed to any ************** attached. Need more photos or detail? Let me know via call, text, or email. Thank you.

  Business Response

  Date: 11/22/2024

  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. We spoke to the Pet Parent about their concerns.
  
  We extended a store credit for the items once they are brought into the store. 
  
  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 *************

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair 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.

  Our pups Socks and Boots were both boarded into PetSmart in ********, ** on 10/27/2024 and were planned for pickup on 11/1/2024. On the morning of 10/29/2024 while out of the country we received a phone call from a PetSmart lead ****** who informed us that Socks our (Havachon) was having seizures when they went in to check on him. He was transported to the ****** Emergency Vet in ******, ** were we were forced to pay an entry fee of $225 and two different bills ($479,$331) totaling $1035.00. On top of the full PetSmart bill totaling $544. After a full Examination the ** Vet said it was caused by anxiety and stress from the PetSmart hotel. All of his blood work came back normal. We left him to board at the ******************* for his safety. We were later notified that they were not booked in their upgraded suite together that we have always booked for them every time but instead they were placed in the most basic room and the associate recognized this mistake but did not notify us at the time. We are loyal customers with almost 20 nights a year for the past 3 years. No one ever reviewed the room with my husband upon checking in and were not notified of the mistake that they made until after the incident occurred in which we then had Boots upgraded to his correct room for the remainder of his stay. Socks is 4 years old and has never had a seizure is his entire life until then and not since. Im very concerned of the hotels overnight conditions. We were never given any explanation or resolution. This is an isolated incident. Sock has been in optimum health until this pet stay. We filed and online complaint on their website and asked to hear back from the hotel manager but instead was contacted again by ****** who appeared to be very upset that we filled a complaint online and offered no additional assistance. I have made over 13 attempts calling their corporate office and have not heard anything back. We are asking for a full refund to resolve this occurrence.

  Business Response

  Date: 11/22/2024

  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 District Leader for assistance. We spoke to the Pet Parent about their concerns.
  
  We extended a refund for both dogs and will be upgrading them to a suite during their next visit.
  
  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 ***********************

  Customer Answer

  Date: 11/22/2024

  
  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:11/14/2024

  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.

  Good afternoon, I made two inquiries online before I was ever contacted by customer service which led me to this complaint. I am a new puppy owner, very excited to give my business to Petsmart! However, I placed my order online using the convenient curbside pick up option for a bag of dog food which was brought out to my vehicle. I am battling cancer which has taken my ability to lift anything so this was so wonderful that Petsmart offered curbside. Unfortunately; that was the end of my good experience and I have been left with such disappointment. When I arrived home and opened the pet food, my neighbor who was helping me, immediately noticed ants everywhere! I even seen either maggots or a dried sort of debris. This is absolutely appalling! I contacted the store immediately- within 20 minutes of being there and the man who answered said since this is an online order I needed to contact customer support for help. The gentleman that answered seemed inconvenienced by my concern and had no idea how to help me. **** insisting this had to be dealt with by calling or emailing customer service. I asked him, can I return to store because what was I supposed to do with dog food in such condition besides throw away? He didnt have an answer. I then contacted customer service who finally responded today telling me to go back to the store with the bag of food. What? I was not going to risk the health and safety of my puppy nor an infestation in my home. This has been disposed of. How dare Petsmart put me through the back and forth? I tried to return to store and was denied. I was not going to hold onto this rancid food! This is not the quality Petsmart stands behind and I should not be inconvenienced this way. If Petsmart does not value their customers then I have no reason to ever shop here for my puppies needs again.

• Initial Complaint

  Date:11/13/2024

  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.

  I bought a 47 pound bag of purina pro plan , i had got the wrong flavor., i went in to do a simple exchange for the right flavor and the store refused.Even to do in exchange, because I had used a coupon directly from purina, which covered the balance of the bag. I have looked up the coupon policy. They should have done the exchange.And if there was a difference in prices should have been put on a merchandise card, they had absolutely no reason to deny the exchange because the coupon pays just like cash.

  Business Response

  Date: 11/18/2024

  Thank you for reaching out to PetSmart's Corporate Office. 
  
  We appreciate your patience while we reviewed your concerns. After conducting a thorough review, we have found that the policy of not refunding coupons was followed. The pet parent was informed during prior transactions that we would only refund the coupon as a one-time courtesy.  
  
  We regret to inform you that we are will not be reversing our decision. We understand that this may come as a disappointment to you. We value your feedback, and it's important to us that we can be of service to you in the future. 
  
  If you have any further concerns, please do not hesitate to contact us. At PetSmart, we value our customers and strive to offer the best customer service possible. 
  
  
  Sincerely, 
  
  *****
  PetSmart ***********************