Complaints

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

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  PetSmart

  19601 N 27th Ave Phoenix, AZ 85027-4008

• 

  PetSmart

  250 Grossman Dr Braintree, MA 02184-4954

• 

  PetSmart

  1201 Barbrajordan blvd Austin, TX 78723

• 

  Pet Smart

  1206 Bridford Parkway Greensboro, NC 27407

• 

  PetSmart

  1020 Veterans Pkwy Ste 900 Clarksville, IN 47129

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:05/30/2025

  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.

  My wife and I frequent your store at the *****, ******** location and we're usually satisfied with the service and products. However, this weekend was my pup's birthday, and we decided to purchase a Happy Birthday Pup-Pie for her. The Pup-Pie was purchased on Thursday April 10th, 2025. After singing happy birthday and giving my pup the pie she ate a piece, dropping the rest of the pie on its back side where I found the whole bottom of the pie was completely molded. (See attached picture of the molded pie) Now my pup has been vomiting for the last 2 days and I'm sure it's from the mold she ate from this Pup-Pie purchased from one of your stores (*****, *** location) I will be returning to the store for a refund tomorrow, but I'd strongly suggest that you pull the remaining Pup-Pies from your shelf. It really ruined my pup's birthday surprise and I'm sure they'll be others because the shelf was full. I reached out to you firsthand instead of going on social media or going to see a lawyer regarding this matter because I'm sure all products on the shelf have to be quality controlled prior to being placed out for purchase. I'm expecting compensation for my pup getting sick

  Business Response

  Date: 06/02/2025

  We thank the pet parent for sharing their feedback so we can address their concerns as soon as possible. 

  
  After speaking to the pet parent on 6/2/25, we were able to verify this has been resolved. The pet parent received a refund around the date of purchase, as well as an electronic gift card from our leadership department. The pet parent informed us they were satisfied with PetSmarts response to their concerns.

  
  PetSmart values input from our pet parents, and we hope to continue improving the overall experience. 

• Initial Complaint

  Date:05/27/2025

  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.

  My name is ****** ******. I am filing this complaint regarding a grooming service my dog, ****, received at the PetSmart location in *************, *******, on December 20, 2024.Just four days after the grooming, on December 24, **** had to be taken to an emergency veterinary hospital. She was diagnosed with a double ear infection (otitis externa) with 3+ yeast in one ear and 2+ cocci in the other. According to the veterinarian, the likely cause of the infection was improper ear cleaning or trimming during grooming a service I specifically requested and paid for.I submitted a formal complaint to PetSmart via their website on December 29, including Ninas full medical report, radiology results, and veterinary invoice. Since then, I have followed up numerous times by phone and email. I spoke twice with the store manager, ******, in January, who told me the issue was being escalated. After that, I received no further updates despite multiple attempts to reach her again, as well as contacting PetSmart customer service in March and ******** has now been over five months and I have not received any resolution, apology, or reimbursement for the emergency veterinary care that was required due to their grooming service.I am requesting:A formal written response from PetSmart.A full reimbursement for Ninas veterinary treatment.If PetSmart had acted responsibly and communicated transparently, this escalation would not have been necessary. I am hoping the BBB can help facilitate a resolution.

  Business Response

  Date: 06/09/2025

  We appreciate the pet parent for sharing their feedback with us. We forwarded this concern to our Management Team for assistance. We previously sent out a check for the pet parent. The pet parent has since informed us that they moved and has requested a new check. This check will be sent to the address they provided us with. 
  
  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!.
  

• Initial Complaint

  Date:05/27/2025

  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.

  My wife and I recently become parents to a new puppy and was looking forward to purchasing a number of items for our newest family member. Unfortunately our experience with with PetSmart has been filled with headaches. We placed an online order (order number **********) on May 11th that include a "Snuggle Puppy" to help our puppy deal with ******************. Despite the item continuously shows as "in-stock" on the website throughout, the item has not shipped. We reached out to the customer service at least 5 times with them promising a status update that never materialized (and blaming the delays on their distributor). After the item being stuck "in processing" for 2+ weeks, we decided we can't wait any longer and asked the order to be canceled. Turns out that's also not possible as the CS agents indicated they can't do anything while the item is "in processing" status. And so the order continues to sit in limbo status. I have little faith the order will be fulfilled and decided to buy the item through a more reliable retailer.

  Business Response

  Date: 05/30/2025

  We are sorry to hear about the poor experience this pet parent had with their online order. We have partnered with our online department on this pet parent's concerns. 
  
  We emailed the pet parent on 5/27 at ****************** letting them know they would be refunded for this item. On 5/30, they confirmed via email that the did receive the refund.
  
  PetSmart values input from our pet parents and we hope to continue improving the overall experience.

  Customer Answer

  Date: 06/04/2025

  
  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,
  
  Ming-**** ****
  
   
  

• Initial Complaint

  Date:05/25/2025

  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 took my puppy Benji to get groomed at Petsmart at *******************************************************, on Wednesday May 21st 2025 at 10:00am . ********* J was the groomer. A few hours later , I got a call from ********* saying that Benji was very scared and peed himself and was crying, while on the phone I can hear him under stress and crying so much , I was so worried that something can happen to him , I rushed to pick him up , as I was pulling up i was so stressed out that I crashed my car in the parking lot. As soon as I got there Benji was literally shaking, his hair was completely shaved off and only thing left was the hair on his head , Her explanation was that he was matted and needed the hair to be completely shaved off. With no communication to me before deciding to shave his whole hair off. They tried to fix the haircut and shaved his hair in his face to make the haircut look equally which only made it worst because not only is he fully shaved now but he has ugly patches all over , making him look unhealthy. I went back to speak to the manager ****** the next day. I explained the situation and she didnt seem concerned at all. she offered a 50% off for next visit , which that was not a solution to something they did with not advising me before doing it. she then gave me a card to email corporate. I emailed corporate the situation and pictures their groomers caused to my dog. No response so far. I was not satisfied with this service at all, I only requested for a puppy bath and for a nail trimmed which they didnt even do because they said he was so stressed and they didnt have time to trim nails, so a full shave should have never been done in the first place because I didnt ask for it or authorize it!

  Business Response

  Date: 05/26/2025

  Thank you for contacting the PetSmart Corporate Office.
  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 grooming salon service. 
  We have partnered with the store leadership at the Barrie PetSmart store to discuss the pet parent's preferred resolution, and we offered the pet parent a full refund. The pet parent accepted via email. 
  We apologize for any disappointment and inconvenience this experience may have caused, but appreciate the opportunity to improve.

  Thank you,

  Dakota

  PetSmart Corporate Customer Care

• Initial Complaint

  Date:05/20/2025

  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.

  My name is Jasmine and I am a CNBC contributor, and I am writing this report because my dog sustained an injury by the Bather in the grooming salon. I took my dog Blue to Petsmart in ******** (****************************************) on 4/2/25 for an appointment to get a bath in the Salon. Like every other time I've visited I explained to the bather to ensure not to overextend my dog's back legs and to NOT grab her by the legs when picking her up because she has arthritis. I explained it would be ok to lift her under her belly only. I overexplained this because I noticed the person doing my check-in was a Bather and NOT a certified groomer, so she had no business working in the salon alone that day, as she made me wait 10 minutes to get checked in while she groomed another customer's dog--again, she was NOT supposed to be grooming any animals because she never got the formal training. When the Bather finally got up from trimming the hair of another dog she finally got up to do the visual assessment of my dog. As I was leaving the salon, I noticed she was sort of pulling at my dog like she was in a hurry. So I turned around and told her that all the other groomers know to be patient with my dog. So in an impatient attempt to take my dog to the back, she literally grabbed my dog under her belly and by her BACK LEGS and pick her up. My dog SCREAMED in pain and the groomer dropped her and my dog landed on her legs. I noticed her legs began shaking and then the groomer attempted to pull her again and made my dog belly flop on the floor! My dog could not move for several minutes. I demanded she go to get her store manager. The store manager did nothing but stare blankly! So I took my dog to my vet and sent the $182 vet bill to *** *****, and he lied and said he will send me video footage and will forward bills to Corporate, but I have not received any form of reimbursement. I have recorded phone calls, video footage from other customers, and witness statements from customers as well.

  Business Response

  Date: 05/27/2025

  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 District Leader for assistance. We first attempted to reach the pet parent at ************** on 5/23/25. Since then, we have made multiple attempts to reach out to this pet parent but have been unsuccessful. We will be more than happy to further assist this pet parent with available options and resolutions that may work for them in this situation but are unable to do so until we hear back.

• Initial Complaint

  Date:05/19/2025

  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.

  I tried to use a gift card on Petsmart's website to order dog and cat food with subscribe and save. After speaking to a representative on 5/19 to get some support I was told that "We are not currently accepting gift cards for subscribe and save." I have a $50 gift card that was purchased by my wife that they will not accept for a product and service they offer. I want to utilize the service so I don't have to order food every month and get the small discount that's provided, but they refuse to accept my gift card that is for their business. No restrictions were disclosed for this when purchasing the gift card, nor are there any disclosures indicating this "policy" on the website. It even allows you to enter a gift card number, but says it is invalid, when it is not. Please accept our $50 gift card and allow us to purchase our animal food with subscribe and save to utilize the first time subscription promotion and the gift card we paid $50 for. Thank you!

  Business Response

  Date: 05/22/2025

  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 with their online order. We reached out to the pet parent and addressed their concerns.
  
  PetSmart values input from our pet parents, and we hope to continue improving the overall experience.

  Customer Answer

  Date: 05/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that although our order did have an outstanding amount not covered by the gift card which required placing another repayment method on file, we were able to get the gift card to work for the subscription service and pay the small remaining amount.
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:05/19/2025

  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.

  Petsmart refuses to close my account yet continues to charge me $24.65 (at least) a month. I can't work with my bank because the charge is "pending".This has been going on since February. Petsmart says they only can close my account through an email; but the email never comes.I am stuck and cannot get any resolution. Please help.

  Business Response

  Date: 05/26/2025

  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 online team?for assistance. On 5/20/25, we spoke with the pet parent at ************ about their concerns.?
  
  The pet parent accepted us submitting the account deletion on their behalf, as well as us resolving their monthly charge concern.
  
  Since then, we have attempted to reach the pet parent at ********************* but were unsuccessful. We will be more than happy to further assist this pet parent with any other concerns they may have but are unable to do so until we hear back.
  
  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.

  Customer Answer

  Date: 05/28/2025

  I never received any emails from petsmart regarding this problem 

   My email address is correct and my phone is in working order. 

  I have not received any correspondence from petsmart.  I think they have the address wrong in their IT department. 

  So I  do not believe this is settled. 

  What do I do next?

  Business Response

  Date: 05/29/2025

  We appreciate the pet parent for sharing their feedback with us. On 5/29/25, we spoke with the pet parent at ************ about their concerns.?
  
  While on the phone, we read and re-emailed the pet parent the resolution details to ********************* We confirmed that they received the email while on the phone.
  
  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.

  Customer Answer

  Date: 06/07/2025

  
  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:05/16/2025

  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 took my dog to petsmart for a grooming service. She came back from it with an infection in her paw. The vet says she has an infection but cant say where its from and due to the timeline PetSmart is responsible. They refuse to take accountability.

  Business Response

  Date: 06/03/2025

  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 Leaders on this pet parent's concerns. The pet parents vet bills were reimbursed 5/31/25, and we spoke with them on the phone on 6/3/25 to confirm this was resolved.
  
  PetSmart values input from our pet parents and we hope to continue improving the overall experience. 

• Initial Complaint

  Date:05/14/2025

  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.

  I ordered the pet safe nano bark collar from petsmart. The collar shocked my dog when she wasnt barking to the point where it was inhumane to have her wear it. I contacted the manufacturer ******* directly 3 days after purchasing the collar. The company walked me through instructions to make sure that it was adjusted and situated correctly. I spent considerable time trying multiple configurations but all failed to prevent false triggers. We used the collar with it off for a time until the dog realized it no longer corrected her and started barking again. Reached out and yhey sent me three other collars, the first wouldnt turn on, the next they shipped to an incorrect address and the third still did the false shocks as the initial. The company contacted me and said that they wanted us to test out a new collar that they are coming out with because the same issue I was having had been repeatedly reported to the company so they wanted to send it to us to test out and review. They ended up not proceeding with the testing of a new collar. Because I was dealing directly with the manufacturer for nearly a year trying to resolve the issue and waiting on the new collar design I am now outside of the return window for the defective product petsmart is selling. I called petsmart and explained the situation and that the item they sold me was completely defective and they did not help and would not refund me the money I paid for a product they sold me that never worked correctly or was safe to use in the first place. The most they did after reaching out many times, going in person, etc. was offer me a $50 gift card. I paid good money for that collar: $106. I told them frankly I dont want the gift card because I have no faith in the products that they sell or the way they handle situations with customers. All I ever wanted was a collar that worked and now I am the one punished for trying to obtain that and am left with a useless collar and 106 dollar hole in my pocket.

  Business Response

  Date: 05/19/2025

  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 processing your refund and your experience with the store.  We apologize for any inconvenience this may have caused. We forwarded this concern to our customer care team for assistance, who was able to connect with the Pet Parent to address their concerns. 
  
  We extended and the Pet Parent accepted a full refund in the amount of $106.00 in the form of a gift card. 
  
  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 

  Customer Answer

  Date: 05/19/2025

  
  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 have already performed the promised action and I am satisfied with the action. 
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:05/13/2025

  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.

  On May 13, 2025, I visited the PetSmart location at ********************************** to return an item I purchased around March 10, 2025. The item was within a few days past the 60-day return window, but PetSmarts own posted return policy (both in-store signage and the printed receipt) clearly states that returns can still be processed after 60 days, typically as a merchandise credit. I would also note that the item is brand new and unopened.Despite this, the store manager was needlessly rude, condescending, and dismissive. When I pointed out the policy printed directly on the receipt, he continued to belittle me and escalate the situation. He repeatedly cited policy against me even though that policy supported my request and refused to consider the return or treat me with basic respect. He asked me to "read aloud" this receipt, which also stated they accept returns after 60 days. This behavior was not only unprofessional but completely unnecessary. I am a regular customer and was trying to resolve the issue based on PetSmarts own guidelines. I felt publicly embarrassed and disrespected.I am requesting a formal investigation into this managers conduct and for this complaint to be escalated to the district manager or corporate office. I am also requesting a follow-up on disciplinary action, as this is not an isolated case of a misunderstanding it was a case of intentional mistreatment of a customer following the rules.

  Business Response

  Date: 05/19/2025

  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 We apologize for any inconvenience this may have caused. We forwarded this concern to our district leader for assistance, who was able to connect with the Pet Parent to address their concerns. 
  
  We extended our sincere apologies, and the PP accepted a $100.00 gift card.
  
  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 

  Customer Answer

  Date: 05/19/2025

  
  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,
  
  Rukimani Pv