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

• 

  Pet Smart

  1206 Bridford Parkway Greensboro, NC 27407

• 

  PetSmart

  3641 Truxel Rd. Sacramento, CA 95834

• 

  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: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
  
   
  

• Initial Complaint

  Date:05/04/2025

  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.

  Placed an order online for some medication from my dog. Then realized it did not need it after all, so I immediately canceled the order. It showed online that the order had been canceled. Then a few days later, it said that my vet had confirmed the prescription, which didn't matter since I had canceled the order anyway, but they went ahead and shipped the order. When I got the email notification of the shipment, I replied with an email stating that the order was canceled, and they needed to cancel the shipment. I got the package anyway and I sent another email telling them to take the package back and refund my money. I was told that the order was processed before it was canceled, which is not correct. They told me they would not do anything about the transaction. I still have not opened the package, so it can be returned at any time. They need to take it back and refund my money. They should not have shipped anything for a canceled order.

  Business Response

  Date: 05/07/2025

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their recent online order experience and apologize for any inconvenience this may have caused. We forwarded this concern to our Online Team for assistance, who was able to connect with the Pet Parent to address their concerns.
  
  As a one-time courtesy for the inconvenience, a full refund of their pet's medication order was issued.
  
  We appreciate the Pet Parent's patience and understanding while we worked to resolve their concerns.  At PetSmart, we are committed to providing exceptional customer service and ensuring every Pet Parents' satisfaction. We thank the Pet Parent again for choosing PetSmart, and hope to serve them again in the future.

  Customer Answer

  Date: 05/21/2025

  
  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:05/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely upset and disappointed with my recent experience at PetSmart. Last night, my dog completely ran out of food. I placed an online order for curbside pickup at 5:18 PM at the ***************, ******************** location. It was for one single bag of food something that should not have taken long to fulfill. With a young child at home, I rely on curbside service because its not always possible to just get up and go. This location is now our only option since the nearby Pet Supplies Plus shut down. I was counting on PetSmart to deliver a basic level of service yet I received the "ready for pickup" email at 6:56 PM just four minutes before closing. That gave me no chance to make it there in time, especially since I live 18 minutes away. This isnt just an inconvenience, it directly affected my pet. Now my dog has nothing to eat tonight. He also has a sensitive stomach, so feeding him just anything isnt an option. This situation has left me scrambling to figure out what to do and feeling incredibly let down by a store Ive relied on for my pets needs. Its unacceptable that something as simple as fulfilling one bag of dog food took over an hour and a half, only to be completed at the very end of the day. This is not the first time PetSmart has been unreliable, but this will absolutely be the last. After I manage to pick up the food tomorrow, I will be switching to another retailer and setting up auto-ship with a company I can trust. PetSmart has lost my business. I truly hope this complaint is taken seriously, because no pet owner should be left in this position.

  Business Response

  Date: 05/08/2025

  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 have partnered with our Store Leaders on this Pet Parent's concerns. The Pet Parent was offered a full refund and their feedback regarding our online ordering process was shared with both the store and our senior leadership team.
  
  PetSmart values input from our Pet Parents and we hope to continue improving the overall experience.

  Customer Answer

  Date: 05/21/2025

  
  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:05/01/2025

  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.

  Regarding the below store location; *************************************************************************************************************************** To Whom It May Concern, I am submitting a formal complaint against PetSmart regarding an unresolved issue with prepaid dog training services. Several months ago, we enrolled our puppy in the training program at PetSmart and successfully completed the initial puppy training course. At that time, we also paid in advance for the advanced training courses, and were told that we would be contacted to schedule them. Despite numerous months having passed, we have not received a single follow-up call or message to schedule the advanced sessions that we already paid for. Our dog is now over a year old, and as most trainers would agree, effective training becomes more difficult as dogs get older. This delay has not only been inconvenient but has also reduced the potential effectiveness of the training we were promised. We are incredibly disappointed in the lack of communication and follow-through from PetSmart. At this point, we feel we are owed either a full refund for the advanced course we never received or the immediate scheduling of the promised training sessions. We respectfully request that this matter be investigated and resolved promptly. Sincerely, ****************

  Business Response

  Date: 05/12/2025

  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 our management team for assistance. We first attempted to reach the pet parent at ************ on 5/4/2025. Since then, we have made multiple attempts to reach out to this Pet Parent at ************ but have been unsuccessful.?We will be more than happy to further assist this pet parent with a refund once we get the necessary paperwork we require from the pet parent. However, we are unable to do so until we hear back.

  Thank you again for choosing PetSmart.
  
  Sincerely, 
  
  *****

  PetSmart Corporate Customer Care

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 a bag of dog food from PetSmart only to find out that it was stale due to a tear and a piercing at the bottomof the bag which overtime made all the food stale.After feeding it to both of my French bulldogs, Ive noticed sluggish movement in their behaviors and vomiting, and also extreme constipation.After two days of feeding the food, I took the dogs to the veterinarian and found out that this was the result of stale dog food.I informed the operator over the phone of what it happened to my dogs health due to this problem caused by PetSmart once an issue of refund was made. I was told that it would take 3 to 5 days for me to receive the money back into my account. At this moment, I currently have no money to my name and I am awaiting to be paid from my work on Monday.I voiced this to the operator named Mikayla and then she passed it along to her supervisor named ********, but would not give me Angelikas last name to report when I had asked her.I asked courteously if Petsmart can accommodate me a bag of dog food to hold over my two dogs that had just had to go to the veterinarian with some dog food for the weekend so I can receive my paycheck and buy them more food seeing that I will not receive my refund to to 5 business days.All that was offered to me was a coupon for $10 off of $40 worth of purchase in store which makes no sense at all seeingthat my money is being held by pet Smart and due to their lack of care of quality control in dog food I had to endure a vet bill *** currently have no money to feed myself or my two dogs.What is right is right and what is wrong is wrong PetSmart is responsible for the quality control and I seek compensation now that they are not even willing to compensate me for a bag of dog food just to hold over my poor dogs after their vet visit which was caused by petsmart negligence!!

• Initial Complaint

  Date:04/25/2025

  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.

  We have adopted a bearded dragon and ball python, a year difference between. Both died within a month of adoption. I keep reptiles, and this is not normal, and alludes to probable cause of death to be related to petsmart. This NEEDS to be investigated. Reptiles/fish/birds are treated awful, and if this were an instance where humans were involved, petsmart would be disbanded. They should not be, and should never have been, allowed to sell pets for adoption.

  Business Response

  Date: 04/30/2025

  We appreciate the Pet Parent for sharing their feedback with us.

  The pet parents information was not found in our system. To review the concern, we must be able to verify where these adoptions occurred. We have made several attempts to reach the pet parent at ************** but were unsuccessful. We also sent an email to ************************** requesting them to get in touch with us. Once the Pet Parent contacts us, we will be more than happy to review this concern.

  
  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 Corporate Customer Care 

• Initial Complaint

  Date:04/16/2025

  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.

  4/2/25 Petsmart ***** Transaction was 3x with afterpay The purchase was never completed. I contacted Petsmart on 4/3/25 and they said they put in a tech ticket for it to be investigated. I have called numerous times and they have put in 3 issue tickets. It has already been 11 days since the order was placed. Afterpay emailed me saying they have attempted to contact Petsmart. I'm not understanding why Petsmart is making things so difficult if the transactions didn't go through on their end but did on afterpay.

  Business Response

  Date: 04/21/2025

  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 order team for assistance. On 4/17/2025, we communicated with the Pet Parent via email at ******************************** about their concerns. 
  
  We offered the PP a $50 gift card for the inconvenience and delay. Additionally, we escalated this issue to the appropriate internal team for expedited processing. The release of these funds should be reflected within 3 to 5 business days.
  
  We appreciate the Pet Parent's patience and understanding while we worked to resolve their concerns.  At PetSmart, we are committed to providing exceptional customer service and ensuring every Pet Parents' satisfaction. We thank the Pet Parent again for choosing PetSmart and hope to serve them again in the future.
  
  
  Sincerely,

   

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

• Initial Complaint

  Date:04/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PAID $294.50 FOR A GROOMING PACKAGE ON 12/29/2024 I WAS IN STORE ON 4/13/2025 AND WAS TOLD PACKAGE EXPIRED ON 12/29/2023 I HAVE PURCHASE THE ABOVE FOR 3 YEARS AND NOW JUST FOUND OUT THE 12 BATHS EXPIRE AFTER ONE YEAR I HAVE BEEN CHEATED OUT OF SERVICES EACH YEAR. i HAVE REACHED OUT TO DIFFERENT PEOPLE WITH NO RESOLUTION I HAVE CREDIT CARD STATEMENT SHOWING THE PURCHASE

  Business Response

  Date: 05/09/2025

  We appreciate the Pet Parent for sharing their feedback with us and are sorry to hear about their poor experience with their salon **************** Package. We apologize for any inconvenience this matter may have caused. We forwarded this concern to our store leadership team for assistance, who was able to connect with the Pet Parent to address their concerns.
  In good faith, we honored the 12th service in the Pet Parent's grooming package, compensating them for their grooming service on 04/23/2025.
  We appreciate the Pet Parent's patience and understanding while we worked to resolve their concerns.  At PetSmart, we are committed to providing exceptional customer service and ensuring every Pet Parents' satisfaction. We thank the Pet Parent again for choosing PetSmart, and hope to serve them again in the future.

• Initial Complaint

  Date:04/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased e-gift cards on two separate occasions in the amount of $125 each. Those purchases qualified for bonus e-gift cards of $15 each. The purchase e-gift cards work. The bonus e-gift cards do not which seems like happens a lot with PetSmart. I would like replacement cards that actually work so I can use them. I use PetSmart for all of my pets needs but I do not have to.

  Business Response

  Date: 04/17/2025

  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 customer care team for assistance. On 4/16, via email we communicated with the pet parent about their concerns.
  
  We extended and the pet parent accepted a $50 gift card.
  
  We appreciate the patience and understanding of the pet parent while we worked to resolve the concerns. If the pet parent has 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:04/06/2025

  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 pets medication is lost in the mail and petsmart is denying that it is lost and declining to replace the medication. This is MEDICATION that is life saving for my dog and cost over $170. They are also declining to follow their stated policy in issuing a refund or replacement.

  Business Response

  Date: 04/08/2025

  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 the online order. 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 on 4/6/2025 to address their concerns. 
   
  We extended and the pet parent accepted a full refund for the order. We also provided the pet parent with the updated tracking information and confirmed the refund had been processed. 
   
  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.
   
   
  Sincerely,

   

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

  Customer Answer

  Date: 04/10/2025

  
  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,
  
  *** ******