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

  10900 Sunset Hills Plz Saint Louis, MO 63127-1229

• 

  PetSmart

  6248 Commerce Palms Dr Tampa, FL 33647-1506

• 

  PetSmart

  1015 Taylor Rd Gahanna, OH 43230

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  PetSmart

  3045 Festival Way Waldorf, MD 20601

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:09/02/2024

  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.

  Manager in the store keeps making sexual passes at me visually, he is always keeping the door open and hitting on female employees he is the white male about 240 lb and has tattoos near his arms, he matches facial recognition Iris scans of ******************* ****. The location of the store is ***********************************************************************************, he frightened me and my friend and refuse to help him that his dog had an allergic reaction and also because I was so scared my phone broke I want the store to compensate me for the damages. I will not be returning to your store again this has been ongoing with your other store employees in ******************** making sexual comments to me in **************** you need to train your employees and offer only vegan food you are going to run into a lot of problems I am certified as a law enforcement administrator.

  Business Response

  Date: 09/10/2024

  Thank you for contacting the *********************** Team. 

  We apologize for the negative experience that the Pet Parent had in our store. We have taken note of their concern and have escalated it to the appropriate team for assistance. We are currently reviewing the matter to ensure that we can address the Pet Parent's concerns thoroughly. We would, however, 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.  
  
  Thank you again for choosing PetSmart.
   
  Sincerely,

   

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

• Initial Complaint

  Date:08/29/2024

  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.

  Unfortunately still waiting on petsmart to reimburse me in regards to my dogs vet bills They are currently working on the situation so basically as of now Im still not ready to close out this complaint once everythings finalized at that point we can come to an agreement and close out this conversation. Thank you for your time in advance. Hopefully it could be resolved as quickly as possible. Its unfortunate. Ive been coming to Petsmart for the past 12 years and never had an issue until now. Hopefully we can resolve this as quickly as possible. Thank you.

  Business Response

  Date: 09/05/2024

  Thank you for reaching out to PetSmart Corporate Care.

  We have taken note of the Pet Parent's concern and have escalated it to the appropriate team for assistance. We are currently reviewing the matter to ensure that we can address the Pet Parent's concerns thoroughly. We would however, appreciate a bit more time to complete our research to ensure we can fully resolve the issue. 
  
  We appreciate your patience and understanding while we work to resolve these concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring our Pet Parents' satisfaction. 
  
  
  Sincerely, 
  
  *****
  PetSmart Corporate Customer Care

  Customer Answer

  Date: 09/14/2024

  I recently spoke  to petsmart they are issuing me a refund for the vet bills  just waiting to received the check I dont wanna close any conversation just yet thank you for your patience and understanding and time. 

  Business Response

  Date: 09/12/2024

  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 the District Leader for assistance. We spoke with the Pet Parent about their concerns. 
  
  We refunded the hotel stay in question. The appropriate parties are reviewing the vet bills that we received from 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:08/28/2024

  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.

  
  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 responded very quickly and efficiently. I appreciate both their and your time addressing this matter.
  
  Regards,
  
  *****************************
  
   
  thin their power to provide and are just not doing so, due to some computer error on their side. Enclosed is a screenshot of the promotion with the link, my order and the $100 gift card I purchased.

  Business Response

  Date: 09/04/2024

  Thank you for reaching out to PetSmart **************.
   
  We appreciate the Pet Parent for sharing their feedback with us. We apologize for the poor experience with our online promotional offer. A member of our ************** Team was able to speak with the pet parent on 9/3/2024. 
   
  We extended and the Pet Parent accepted a $20.00 gift card which we sent via email.  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 Parent's satisfaction. 
  
  We thank the Pet Parent again for choosing PetSmart, and hope to serve them again in the future!
   
   
  Sincerely,

   

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

• Initial Complaint

  Date:08/27/2024

  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.

  I made an online purchase on 7/14/2024 in the amount of ****** i used Afterpay to make this purchase i returned the item back to the store on 7/18/2024 however my refund has yet to credited back i have reached out to Afterpay and Petsmart with them both blaming each other Petsmart tells me it was refunded to a **** ending in **** which that does show on my refund receipt however i dont have a card that ends with these numbers so im still making payments to Afterpay for an item that has been returned

  Business Response

  Date: 08/30/2024

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their in store return. We apologize for any inconvenience this may have caused. We forwarded this concern to our Treasury team for assistance, who was able to confirm that the refund was processed successfully on 07/18/2024 and was returned to a card associated with the Pet Parent's digital wallet. When a refund is issued back to a Pet Parents digital wallet, the process will "scramble" the card number tied to the device versus reflect the actual card number.  This is done as a security measure.  We have provided the Pet Parent with a reference number for this refund transaction for her to follow up with her financial institution for further research.
  We appreciate the Pet Parents patience and understanding while we worked to address 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:08/23/2024

  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 has an unnrealistic perception of what their staff are capable of. You can hide behind your policy, but the reality is, your staff is in desperate need of training. Simply look at the reviews online for PetSmart boarding and it won't take long to see that complaints of a similar nature have been noted before.
  
  Our dog was boarded previosuly, without incident, and has even been boarded since, without incident. She is the sweetest girl with humans and other animals. She has never growled or showed aggression of any kind towards anyone or anything. I would bet everything I have that your staff fabricated the growling.  They were very busy on the day of drop off (staff even commented on how busy they were) and they didn't want to deal with a dog that was nervous and going to be extra work for them. Plain and simple.
  
  Your staff lacks patience and understanding and is ill equipped to allow a dog to settle in. Your staff only gave my dog 3.5 hours to adjust before calling me to say there was a problem and that she needed to be picked up or animal control was being called. Our dog allowed staff to walk her to the enclosure and take off her harness. Staff even made a comment that "oddly enough, she ate the treats that were left in her enclosure". This does not sound like an aggressive animal.
  
  Most upsetting...the fact that calling animal control was used as a first resort solution. This demonstrates your staff's lack of patience and ability to properly care for animals. Now knowing how ill-equipped your staff is, I am glad that we didn't leave our dog in their care. If PetSmart is not going to properly train their staff to differentiate between a dog that is nervous and a dog that is showing signs of aggression, and how to properly handle these respective situations, then they should not offer boarding services. he staff member to give her some time. Around 1:30 I called back and they said nothing had changed and that we needed to pick her up. My husband had to leave our family at the hotel, and pick up our dog. All that the manager had to offer was a useless "I am sorry" and a look of horror when my husband expressed how upset he was that they were going to call animal control. My husband told her that they need staff who is equipped to handle dogs who are upset and out of their environment. Giving a dog 3.5 hours to adjust is unrealistic and telling someone you are calling animal control if we can get there by close of business that same day is offensive. Our first day of vacation was completely ruined. My husband spent a fortune in gas and tolls going back and forth, not to mention all the time he spent driving that day (10+ hours). We had to scramble and find someone to care for our dog for the week. With absolutely no options, we had to beg a family member to help us out.

  Business Response

  Date: 08/23/2024

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible. ?We have partnered with our Store and Hotel Leaders on this Pet Parent's concerns. 
  At PetSmart, we believe in "Anything for Pets." ?Part of this viewpoint means turning away valued business if it is beyond the expertise of our ******** associates. ?The decision to have their pet checked out early from the PetsHotel was based on concerns over the pet's behavior and for the safety of the pet and our associates. While we give as much care and patience to every pet that stays with us, the experience is often too stressful for some and their pet's reaction of growling at our associates is a sign of aggression that prevented us from being able to safely handle and care for their pet. If we cannot safely handle a pet, they wouldn't receive the proper care they need and require. 
  Our Leadership team has spoken with the Pet Parent about this and has made them aware of the reasoning behind the decision. 
  We understand the Pet Parent was not satisfied with the decision that was made. At this time, we feel the appropriate steps were taken to address their concerns and stand by the decision that was made to have their pet check out early from the PetsHotel.

  Business Response

  Date: 09/02/2024

  We understand that their pet has had many successful visits to a PetsHotel, however, just like their pet parents, pets also have bad days which can result in a pet not acting like their normal selves.
  If we cannot safely handle a pet, we cannot give them the proper care they need and require.  If a Pet Parent or their designated agent are unable to pick up their pet in circumstances such as these, it is within our policy to have an agency, such as Animal Control, pick up the pet, as they are better trained to handle and care for pets that are displaying signs of aggression, to ensure they receive the care they need and require.
  We understand the Pet Parent was not satisfied with the decision that was made, but we will continue to stand by the decision that was made to have their pet checked out from the PetsHotel early.

  Customer Answer

  Date: 09/12/2024

  
  People and animals all have good and bad days.  What should remain constant is your staff's ability to differentiate between a dog that is nervous and a dog that is showing signs of aggression. Your staff failed to do so and failed to have the proper training on how to properly identify and handle these respective situations.
  
  The response from PetSmart is validation that they are delusional as to the capability of their staff. The facts will never change...the dog has been boarded before (several times) and since the incident, with no issue...the dog allowed your staff to walk her to her enclosure and remove her harness...the dog ate treats that were given to her. Your staff was overwhelmed and didn't want to deal with a dog that was extra work. That is the reality of the situation. Using Animal Control as a first resort further confirms your staff's inability to care for an animal that is nervous. You gave her 3.5 hours to settle in before threatening to contact Animal Control.
  
  I am not looking for anything from PetSmart. I simply want everyone to know how PetSmart Corporate does not have enough objectivity to admit that their staff needs proper training. PetSmart can continue to live in denial and "stand by the decision that was made to have their pet checked out from the PetsHotel early", but the fact remains that the staff in desperate need of proper training.
  
  I have no problem taking my business elsewhere, to a boarding place where I know my dog will receive the proper care.  As long as PetSmart continues to "stand by" what happened here, they will never be capable of properly caring for animals during boarding.  No further response from Petsmart is needed. 
  

• Initial Complaint

  Date:08/14/2024

  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 7/12/24 I dropped my two designer breed dogs off at the ********* for stay through 7/14/24. When scheduling they asked if my dogs would need grooming and I said no they were just groomed 7/10/24 (over $200 in baths/cuts). At drop off (10:30a) they had the play areas for large and small sized dogs visible to everyone and informed us that dogs would not be crated during the day and need to participate in group play. At pick up (10:30a) on 7/14 the play area for our small-sized dogs had the shades closed and we could see the entire area was full of crated dogs. Strange. While the staff went to retrieve our dogs the lady checking me out said she almost forgot to mention that one of our (potty-trained) dogs peed in the crate and they both sat in it. She continued to tell me how they have made multiple attempts to clean them with wipes and she also reminded the staff to try to clean them one last time as they brought them out to us. When I got my dogs they smelled like perfume which completely masked the horrific urine odor that minutes later seeped through. All 8 paws were stained half way up their legs yellow and they smelled worse than an out-house. Theres no way on earth they just sat in this. By the look and smell it seemed as if they were in it all weekend. I immediately rushed them to their groomer and spent MORE money on baths. I called the store and kindly asked for the manager and was hung up on. I called multiple times after and the phone was picked up and hung up. Either they treat all their customers like this or they have caller ID and knew it was me and didnt want me to speak to a manager? At this point Im LIVID. My dogs were neglected, we were lied to, we had to come out of pocket another $100+ for grooming after just spending $200+ a few days prior, then I was hung up on AT LEAST 7 attempts within 30 minutes when I called for resolution. I cant believe a place like this is still in business. I will NEVER again use or recommend these services.

  Business Response

  Date: 08/22/2024

  Thank you for reaching out to PetSmart Corporate Care. 

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible. We have forwarded this concern to the appropriate party for assistance and are still in the process of researching the pet parents' concerns. We would appreciate a bit of time to complete our research to ensure we can fully resolve the issue. 

  Sincerely, 

   

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

• Initial Complaint

  Date:08/09/2024

  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.

  
  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,
  
  ***************************
  
   
  

  Business Response

  Date: 08/15/2024

  We appreciate the Pet Parent for sharing their feedback with us so we could address their concerns as soon as possible. We partnered with our Store and District Leadership for assistance, who was able to connect with the Pet Parent to address their concerns. 
  
  When a puppy first starts their grooming journey, it can be a stressful experience as they acclimate to something new, which can result in them feeling a bit more anxious or stressed than normal.  We explained this to the Pet Parent, and they were understanding of this.  To help the Pet Parent's puppy get accustomed to being groomed, we recommended they work with their puppy at home starting with simple grooming methods, like daily brushing.
  We also extended and the Pet Parent accepted a refund for their service on 08/04/2024. 
  
  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 Parent's satisfaction. We thank the Pet Parent again for choosing PetSmart and hope to serve them again in the future!

• Initial Complaint

  Date:08/08/2024

  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 August 8th at 10am i took my 6-month-old puppy to this grooming facility, and the experience was nothing short of alarming. While I watched through the window, I was horrified to see the **************************, grab my puppy by the neck and slam him down, all while using inappropriate language. I felt uneasy when she took him to the back out of my sight, which only added to my concern. Thankfully, ****** later took over and did a fantastic job with my puppy, providing the gentle care he deserved.After the incident, I spoke with the lead ******************************. She assured me that she would review the surveillance footage of the incident. I expressed my deep concern and emphasized that I wanted to prevent this from happening to any other puppy. I even mentioned that I would be contacting corporate about my experience. ******* provided me with the media line but seemed more focused on how I planned to share my story rather than addressing my concerns. Throughout our conversation, she avoided making eye contact, which made me feel as though she was more worried about damage control than the well-being of the pets in her care.Overall, my disappointment with the service at this PetSmart is profound. I strongly urge other pet owners to think twice before bringing their dogs here. It's crucial that all pets receive the loving and respectful treatment they deserve during grooming.

  Business Response

  Date: 08/15/2024

  We appreciate the Pet Parent for sharing their feedback with us so we could address their concerns as soon as possible. We partnered with our District Leadership for assistance, who was able to connect with the Pet Parent to address their concerns. 
  
  We extended and the Pet Parent accepted a $200 gift card.  We also offered the Pet Parent a compensated vet visit, that they have declined at this time.  We want to assure the Pet Parent that the matter will also be addressed with the associate involved.
  
  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:08/07/2024

  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.

  Case # ******** Reported an issue where my large glass saltwater aquarium setup exploded and ruined my flooring throughout my enetire home, numerious cuts on my arm, not to mention thousands of dollars in loss of aquatic life, tank set up. The agents were more concerned telling me the tank wasnt purchased withint he last 60 days then to be concerned for my injuries or house damage.

  Business Response

  Date: 08/12/2024

  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 with the Pet Parent about their concerns. 
  
  We extended and the PP accepted a gift certificate. We have also referred the pet parents to an adjuster to file a claim.
  
  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 *************