Business Profile

Pet Supplies

PetSmart

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Complaints

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

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.

Initial Complaint
Date:11/10/2024
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.
Took my puppy for a haircut. Expressed my desired look. She's a Shih Tzu/Yorkie mix. I wanted a ***** bear cut with top knot. Instead she was shaved all the way down and if still uneven, she has patches and lacerations at her neck. My granddaughter literally cried at her outcome thinking she was a different puppy. I paid a lot for this service. She still looks like she needs a haircut in her face. Her ears are chopped to shreds. She looks botched and butchered!
Business Response
Date: 11/14/2024
We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their recent grooming experience and apologize for any inconvenience this may have caused.

We have partnered with our store and district leadership teams who were able to connect with the Pet Parent to address their concerns. As a gesture of good faith, a refund for this grooming service will be provided as well as ointment to treat their pet with.

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!
Initial Complaint
Date:11/07/2024
Type:Customer Service 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 I need help accessing my PetSmart account. It lets me reset my password but won't let me login online or via the app. It also won't let me reregister. It says service not available for the last 5 years. Now I can't schedule grooming appointments or get any points or use my treats membership. Password reset works and sends me an email with my name in it so I know I have an account. Also can't reregister because my email already has an account Thank you ******* ****** ************ Thanks for booking Kiba's grooming appointment appointment details for ****:Premium Groom - American Eskimo Standard 05/25/2019 10:00 AM with Coral E salon info:************************************************************* **************
Business Response
Date: 11/14/2024
We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible. We are sorry to hear about the poor experience this Pet Parent had while attempting to access their account and
understand why the Pet Parent feels the way they do about the experience.
We have reached out to the Pet Parent via email on 11/10/2024 to advise them that their concerns were forwarded to our Tech Team, who is currently in the process of reviewing the technical issues the Pet Parent is facing when attempting to login into their existing account. As soon as we have more information we will attempt to connect with the Pet Parent again to share what we've learned. As of right now,if the Pet Parent would like to create a new account, they will need to use a different email address.
We appreciate the Pet Parent for their patience and allowing us an opportunity to resolve their concerns. PetSmart values input from our Pet Parents and we hope to continue improving the overall experience.
Customer Answer
Date: 11/19/2024
The issue isn't resolved yet and I haven't received more updates from PetSmart on my ticket.
Business Response
Date: 11/26/2024
We appreciate the Pet Parent for sharing their feedback with us. Our IT team was able to successfully recover the Pet Parent's account. We were able to connect with the Pet Parent today to provide them with the information they needed to login into their account again and confirmed they were able to successfully login.
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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and believe the issue is resolved.

Regards,

******* ******
Initial Complaint
Date:11/03/2024
Type:Customer Service 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.
Hi, I have tried chatting with a few customer service **** but they don't seem able or willing to help.I need to track down any orders I placed in the year 2022- august 2023 from the address ***************************************************** I am not sure what email I used since I have ********** would be under **** *** **** ******** ***** or ****** I just need to track down orders between those dates of the whole year of 2022 and Jan- August 2023 I don't think this should be too difficult and I didn't create a account but ordered as a guest.Can someone please help me.thank you
Business Response
Date: 11/08/2024
Thank you for reaching out to PetSmart Corporate Care.

We appreciate the Pet Parent for sharing their feedback with us. We reviewed the transaction history associated with the information provided by the pet parent. We were able to find transactions in 2022 and 2023. We emailed the pet parent to confirm these were the correct transactions and sent those receipts to the pet parent.

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:11/02/2024
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.
Really? I have to repeat this?I ordered PetSmart offer Buy One Get ONe 50% off. 4 days after placing order, I get email saying order cancelled, no explanation. I call to see if raincheck available - no.I tried filling out their contact us/complaint form - once filled out, it takes you to a page that no longer works.Can't leave a review on Google.Beginning to wonder if this is a bait and switch tactic when buying their products.Not happy
Business Response
Date: 11/07/2024
We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their 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 connect with the Pet Parent to address their concerns.

We extended, and the PP accepted, a $20 eGift card as a show of good faith for the inconvenience the Pet Parent experienced.

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: 11/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution satisfactory to me. The business has performed this action and I consider this complaint resolved.
Thank you PetSmart for your quick action and BBB for your help.

Regards,

Sierra *******
Initial Complaint
Date:11/01/2024
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.
On October 18, I ordered a Freezbone from PetSmarts online store, assuming it would arrive the following week based on the shipping information on their website. PetSmart's policy states that standard delivery takes 2-4 days unless the item is special order or shipped to a PO Box. Neither of these conditions apply to my order.On October 22, I received an email stating a shipping label had been created, but the status never progressed beyond this. On October 23, I called PetSmart's customer service, hoping for clarification or assistance. Unfortunately, the representative was unhelpful, offering no solution other than a coupon. They also informed me that standard delivery can take up to 6 dayscontradicting the website ***************** is November 1st, and the tracking information remains unchanged, still reading "label created." At this point, I have purchased the item elsewhere to fulfill my need, and I am requesting a full refund, including shipping fees, for the item that has never delivered.
Business Response
Date: 11/04/2024
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 ************* Leadership for assistance. We emailed the Pet Parent about their concerns.

We extended a refund and 2k in treats points for the incovience.

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:10/29/2024
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.
When checking in your pet for grooming services, PetSmart (******************************************************************) requires pet owners to initial several times and sign twice a single piece of paper which is VERY small font. The font was impossible for me to read and I requested a copy of the signed document. I was refused a copy of the document which they required me to sign. The manager on duty stated that his manager was on vacation for the next week and he needed to ask him if he could allow me to have a copy. However the manager on duty thought this was a legal document meant to protect PetSmart and they did not want customers to read, understand or have a copy of what they signed. This seems like a illegal business practice in the state of ******. Please help hold this corporation accountable.
Business Response
Date: 11/08/2024
Thank you for reaching out to PetSmart Corporate Care.

We really appreciate the Pet Parent for sharing their feedback with us. We have forwarded this concern to our District Leader for assistance. On November 1, 2024, we spoke with the Pet Parent to inform her that we have sent the details along and that someone would be reaching out to her.

On November 6, 2024, the District Leader attempted to follow up with the Pet Parent at ************ but was unsuccessful. The District Leader left his contact information and requested that she reach out to us. Once the Pet Parent contacts us, we will be more than happy to speak with her.

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 the satisfaction of our ************************************************************************************************************* Team
Initial Complaint
Date:10/28/2024
Type:Customer Service 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 two gift cards for Petsmart that do not work online or on their app. They have confirmed that the gift cards are valid and have a balance. The gift cards are older and have a 19 digit number while their website and app only accept gift cards with a 16 digit number. I've tried calling and emailing and they keep saying that they will get back to me but no one ever does. I'm just looking to get my money back but I cannot receive a response.
Business Response
Date: 11/04/2024
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 ************* Leadership for assistance. On 10/30, we spoke with the Pet Parent about their concerns.

We extended and the PP accepted a new e-Gift Card to replace the one that wasnt working.

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: 11/04/2024

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.

Regards,

***** ******
Initial Complaint
Date:10/28/2024
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.
I placed an order At 10 oclock on a Monday morning, I paid a tip for same-day delivery. I was prompted to pick a delivery window During checkout, which I did For the same day between 3 and 6 PM. I am now outside the timeframe and my order is still processing. I called PetSmart to inquire about my order and was told that same-day delivery means within 24 hours. When I explained that not only does same-day delivery infer same business day, but I am prompted to and did choose a delivery window, which is not being honored. The representative on the line, although using a customer service tone proceeded to speak right through and over me and told me that if I did not like the way, they did things I was more than welcome to go to the store. I am a disabled person, going to the store is not always an option for me and I find it quite rude And belittling that she would say such a thing. I paid for a service and I didnt receive it, I expected an apology not an insult.
Business Response
Date: 11/04/2024
We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible and are sorry to hear about the poor experience this Pet Parent had with their delivery.
We have partnered with our team that handles online orders and was able to confirm that a refund for the DoorDash tip was issued back to the Pet Parent. As a courtesy for the inconvenience this Pet Parent encountered, we have also issued a 20% refund of their order total back to them as well. We apologize for any disappointment this experience has caused. PetSmart values input from our Pet Parents and we hope to continue improving the overall experience.
Initial Complaint
Date:10/22/2024
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.
I received my alert email of an autoshipment that will be coming soon. My item cost $7.99. The estimated shipping on this alert email said $0, so I believed, if it wasn't $0, it would not be much more. It ended up being $5.99, which is almost the cost of my item. Since the estimated shipping was not even close, I didn't have the opportunity to determine if this was a good option for me. That email was very misleading. I have owned a business and I know it is very easy to provide an accurate estimated shipping. Unfortunately, I didn't catch it until the second autoshipment. I spent $12 in shipping for $16 worth of product. A cost that I would have avoided paying had PetSmart been honest with their alert email. It was very deceiving what they did. I tried to reach out to customer support to express this concern twice, without any response. Then I called in and I was treated so rudely. It's just a shock that PetSmart has misleading practices and has such low concern for how their employees treat their customers.
Business Response
Date: 10/30/2024
Thank you for contacting PetSmart Corporate Care.

We appreciate the feedback from the Pet Parent and are sorry to hear about their poor experience with our ***************** We apologize for any inconvenience this may have caused. We have forwarded this concern to our order team for assistance, and they were able to connect with the Pet Parent to address their issues.

During the conversation, our agent informed the Pet Parent of the free shipping minimum requirement. This information will help the Pet Parent know the necessary amount to qualify for free shipping on their next order.

We appreciate the Pet Parent's patience and understanding as we worked to resolve their concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring the satisfaction of every Pet Parent.

Thank you once again for choosing PetSmart, and we look forward to serving you again in the future!

Sincerely,

PetSmart *********************** Team
Customer Answer
Date: 10/30/2024
Nobody has reached out to me since I filed this. I never said that I wasn't informed of the minimum order amount for free shipping. Did you read what I wrote at all? This is still a sign of poor service as you couldn't even take the time to address my actual concerns except to say sorry for the inconvenience.
Business Response
Date: 11/06/2024
Thank you for reaching out to PetSmart Corporate Care.

We appreciate the Pet Parent for sharing their feedback with us. We have forwarded this concern to our order team for assistance. On October 22, 2024, we spoke with the ********** regarding their concerns.

The agent explained to the Pet Parent that the shipping fee was charged because their order did not reach the minimum requirement for free shipping.

Today, on November 6, 2024, we attempted to follow up with the Pet Parent at ************ but were unsuccessful. We also sent an email requesting that they get in touch with us. Once the Pet Parent contacts us, we will be more than happy to speak with them again.

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: 11/12/2024
You called me and did not leave a number to call or a name. Then you emailed me and just gave me the generic customer service number to call, which is the number I originally called and received the bad service. How is that helping me?
Initial Complaint
Date:10/22/2024
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.
On 10/17 I purchased ***** of merchandise with the intent of using a coupon sent to me directly by PetSmart. I intentionally purchased over $40 to use the coupon. I was told at the store (********************************) that I could not use the coupon because I had "two" accounts which was news to me as I shop here regularly. They insisted I had to call the ****************I called the *************** the same day - they said I did indeed have two accounts. Initially they said they were going to mrege them and then said that was not possible. They offered no resolution and said I needed to return to the store. I requested an escalation - a call back was promised and never received.I am seeking: 1) $17.66 which is 30% of the $***** purchase price and 2) reconciliation of my account issues as this could happen again.
Business Response
Date: 10/23/2024
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 ************* Leadership for assistance. We spoke with the Pet Parent about their concerns and are working on having the accounts merged.

We extended and the PP accepted $20 e-Gift Card appeasement.

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: 10/23/2024

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. They performed this action and I consider this complaint resolved.

Regards,

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

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PetSmart is NOT a BBB Accredited Business.