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

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  Pet Smart

  1206 Bridford Parkway Greensboro, NC 27407

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  PetSmart

  3641 Truxel Rd. Sacramento, CA 95834

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  PetSmart

  3585 N Shiloh Dr Fayetteville, AR 72703-5359

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  PetSmart

  1236 Greenbrier Pkwy Chesapeake, VA 23320

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  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 work rescuing only Betta fish, and close friends own fish store. I have rescued over 40 Betta fish. About 30 have been from Petsmart and I have spent over 5k in tanks and supplies at Petsmart as a result in just over the last 2.5 years. I went into the Petsmart Store # **** in ***************************, on 03/17/25 @ 3:15pm to check the Betta fish conditions. Yes, I was specifically looking for one that might be sick, since this is one of the stores that do not take care of them. Found one, he clearly had swim bladder and was floating on his side on top of cup. Classic signs. I have a cell phone picture journal to show anyone who is interested in dates and his condition. Brought him up to counter and MOD or acting manager was called. She proceeded to open his cup top and poke her finger several times up and down into the cup, which of course scared the fish and he swam to get away. She said "Nope he is fine, he is healthy and i am not giving you a discount he is perfectly healthy". *Never in 2.5 year and over 28 Colorado Petsmart stores visited, have I ever seen anything like this, ever.* Your employee is clearly comfortable with scarring the Betta fish and not caring about them. Definitely not someone who is believable as a Petsmart caring employee. She might be great and dependable but this behavior is clearly offensive to anyone who likes fish and spends money at Petsmart facilities. I am filing this complaint in hopes of getting someone's attention to correct the issue, which clearly she has done before. And in summary, yes he had swim bladder, it took 10 days to rehab him and now he breathes heavy (probably due to **** damage from water conditions) but he seems fine now. Anyone who shops at Petsmart should be aware of how they treat the animals 'behind the scenes'. Petsmart Store # ****, ******************************************.

  Business Response

  Date: 04/07/2025

  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 our Store Leadership team for assistance who has attempted to reach the Pet Parent at ************, but have been unsuccessful in connecting with them.  We have gone ahead and provided the Pet Parent a refund for the amount they paid for their Betta and also want to assure the Pet Parent that the health and well-being of all pets in our care is our utmost priority. We do our best to ensure that any pets in our care that show signs of illness are tended to as soon as possible.
  We will be more than happy to further assist this Pet Parent with additional questions or concerns they may have, but are unable to do so until we hear back.

• Initial Complaint

  Date:03/28/2025

  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 am writing to formally lodge a complaint regarding an unacceptable and discriminatory experience I had at one of your store locations. I visited the store with the intention of purchasing a fish after driving over an hour to get there. Unfortunately, I was met with resistance and unfair treatment by an associate who outright refused to sell me the fish, despite the fact that I explained I was fully prepared and knowledgeable about the requirements for a same-day cycling process.The associate claimed that same-day cycling was very hard, implying that I lacked the necessary knowledge or ability to do it correctly. I am well-educated in fish care and the proper techniques for cycling a tank, yet I was still denied the opportunity to make the purchase. This refusal was particularly concerning, considering that I observed several dead fish in the stores tanks, which calls into question the stores own handling of aquatic animals.What is most troubling is that I am left to believe that this refusal may have been influenced by bias or discrimination, as I felt that I was being unfairly judged and treated differently. Such assumptions about my ability or knowledge, especially when I had demonstrated that I was informed and prepared, were both condescending and unwarranted.I am extremely disappointed by this encounter.

  Business Response

  Date: 04/03/2025

  Thank you for reaching out to PetSmart Corporate Care.
  
  We appreciate the pet parent's feedback, as it helps us address their concerns promptly.
  
  To assist the pet parent, we need more information. We first attempted to contact them at ************ on March 31, 2025. Additionally, we sent an email to ********************* on 4/3/2025, requesting them to provide a convenient time for us to call.

  
  We would be more than happy to connect with the appropriate team to assist the pet parent with available options and resolutions. However, we are unable to proceed until we hear back from them.

   

  Sincerely, 

   

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

• Initial Complaint

  Date:03/26/2025

  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 brought my baby to get groomed on Christmas Eve, he went to a different Petsmart location because ours didnt have any availability. After leaving the grooming salon I noticed my baby pawing at his eye and whimpering. I immediately called the grooming and asked to speak to the groomer to see what was used because it seems like my furbaby was having an allergic reaction, I was immediately escalated to the manager instead ? The manager stated that the usual Petsmart shampoo was used and nothing was different so I should just wash his eyes to see if that helps and call back. I washed my furbabys eyes (already ruining the grooming job) and shortly after he was still whimpering, pawing, and his left eye was beginning to close. Im panicking about it and go to the vet, they did an eye stain test and flushed it out, and determined something was wrong with his left eye as he had inflammation and apparent irritation.They gave him meds, an injection, a collar, and sent him home . I called Petsmart and let them know this, they basically said sorry and that was it. They also mentioned Id be getting a call from the store manager. I never received a call from the store manager and had to call corporate TWICE . Corporate stated they didnt contact me because it was determined that nothing was wrong with the dog I asked how did they determine this, corporate stated because of our vet Petsmart NEVER ASKED FOR MY VET INFORMATION. And the vet the corporate employee named was a vet I hadnt used in YEARS . So they clearly LIED ABOUT IT . A day later I was reached out to by a store manager, he said they couldnt do anything but offer free grooming from their salon. I declined because why would I go back to that specific salon after what happened and just requested a refund. Days later and no response! I eventually requested a refund, and later received an email that Petsmart was CLOSING MY ACCOUNT? An account with 100s of points and an account Ive used for 7 years ! DISGRACEFUL

  Business Response

  Date: 04/01/2025

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible. We had previously come to a resolution about the Pet Parent's poor grooming experience that took place back in December of 2024.  In addition, the Pet Parent's concerns regarding the account deletion are still in the process of being reviewed and worked on.  We  appreciate the Pet Parent's time and patience while we work to address their concerns.  PetSmart values input from our Pet Parents and we hope to continue improving the overall experience.

• Initial Complaint

  Date:03/21/2025

  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.

  Good Morning,I am contacting you because two bags of Purina Pro Plan dog food I purchased from PetSmart have been found to be infested with maggots. I filed a complaint through the Petsmart customer care form on the website, and although I feel this is worthy of contact from a corporate employee, as I am considering filing a claim, I received a phone call from my local Petsmart store manager. For as kind as he was, this is not an adequate response to a complaint of this Kind so please do not make him call me ******** two dogs have been unwell for months and I didnt know why, they were lethargic, avoiding their food, vomiting, diarrhea, had incredibly bad breath and had bouts of swelling in their faces. One case of swelling was so severe in my senior dog that I had to bring her to the vet. My family and I just could not understand what was happening. A few weeks back I noticed that there was some sort of white crust forming on some of the piece of food and when I looked online I found HUNDREDS of people claiming that it was maggot larva and when the food pieces were broken oven there were life bugs Inside and sure enough THATS EXACTLY WHAT I FOUND! (See attached video and photo). This explains why my dogs have been so sick! My older dog is almost 12, she handled it the worst, and what makes it so awful is shes not just a family pet but serves as a service animal for my autistic son. This means that the time the dog was ill not only caused my family emotional and financial distress, but directly impacted the care of my special needs son.I am so appalled and disturbed at the negligence on the part of PetSmart to allow this to happen not only to us but to so many others! I intend to pursue this and hold PetSmart accountable, I trusted you to provide a high quality form of nutrients and instead you poisoned my pets! This is disgusting!******** ********

  Business Response

  Date: 04/09/2025

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their purchase of the Purina Pro Plan Complete Essentials Shredded Blend Dry Dog Food.  Our Store and District Leadership teams have ensured that a quality check of the inventory at our Pelham PetSmart store has been completed to make sure that the remaining product on our shelves has not been compromised.
  
  We have connected with the Pet Parent to address their concerns. We have ensured the Pet Parent is aware that they can file a claim with Purina directly and have issued the Pet Parent an eGift card in the amount of $150 to compensate them for the food they had purchased and inconvenience experienced.
  
  We appreciate the Pet Parent's patience and understanding while we worked to resolve their concerns and are glad to hear their pets' are on the mend and doing better.  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:03/20/2025

  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.

  I want to share my recent experience with PetSmart regarding their sale of diseased fish, lack of appropriate medications, and defective products in hopes of bringing awareness to their poor business practices. Recently, I purchased fish from PetSmart. Within a few days, I noticed they were losing color and not eating well, despite proper drip acclimation to my tank. It wasnt immediately clear that they were sick, but over time, they became lethargic, stopped eating, and showed signs of a mild bacterial infection. After further observation, I determined they were suffering from a mild, non-aggressive form of Columnaris. Despite the fact that PetSmart continues to sell fish carrying this disease, they do not carry the proper medication to treat it, leaving customers scrambling to find the necessary treatments elsewhere. This is incredibly frustrating, as they knowingly sell fish that are at risk but fail to provide the resources needed to care for them. On top of this, the tank I purchased for these fish was cracked upon arrival. When I reached out to the store, they told me I needed to bring the tank back for an exchange. However, this is the tank I am currently using to hospitalize the sick fish they sold me, so returning it would mean removing already stressed and sick fish, further putting them at risk. PetSmart has refused to offer a more reasonable resolution. I also contacted PetSmart corporate regarding these issues. Their response was a generic, copy-and-paste email about how they care about their furry friends. They also stated that my complaint was forwarded to my local store for follow-up, but it has now been 2-3 days, and I have received no response. This experience highlights the lack of accountability and poor customer service that ********************** provides.

  Business Response

  Date: 03/18/2025

  This complaint was filed to the wrong business/company.  The customer was trying to file this complaint against PetSmart.  *********** name is Partsmart Corporation.  We sell parts and supplies for laser printers and office equipment.  We don't sell any products related to pets.  Please remove this complaint from our company. This complaint has nothing to do with our business.  

  Business Response

  Date: 04/01/2025

  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 corporate care team for assistance. On March 28, 2025, we spoke with the pet parent about their concerns. 
  
  We offered a gift card, which the pet parent accepted and will be sent via email.
  
  We appreciate your patience and understanding while we worked to resolve the pet parent's 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 *********************** Team 

• Initial Complaint

  Date:03/07/2025

  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.

  I have shopped at and spent a lot of money at PetSmart and I have 1278 points, today's receipt 3/7/25 shows 520 and I contacted PetSmart customer service and they will not honor granting me my points towards store purchases, which discounts items as I purchase them. The ******* manager recommended my contacting customer service to gain my points to be able to use, the store has not issued the choice to use my points towards my purchases in years and I am requesting PetSmart to honor the points balance I have accumulated so I can use them and this store will not help me

  Business Response

  Date: 03/12/2025

  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 loyalty team for assistance. On 3/11/2025, we spoke with the pet parent about their concerns.
   
  We extended and the pet parent accepted  ***** points to their account as a gesture of goodwill.
   
  We appreciate the pet parents patience, and understanding while we worked to resolve their 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 *********************** Team 

  Customer Answer

  Date: 03/12/2025

  
  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:03/02/2025

  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 placed an order on February 3. It is March 2 and it hasnt arrived. According to the tracking number it has been stuck in ***** Georgia since Feb 13. Calling customer service resulted in nothing but repeating prompts. No real people. Went to the local store and they told me this happens all the time and it might be another month before I get it. I dont want it and I want my money back. *** Ex said only the shipper can turn it around but they are *** at their toll free number.

  Business Response

  Date: 03/04/2025

  We appreciate the Pet Parent for sharing their feedback with us and are sorry to hear about their poor experience with their recent online order. We apologize for any inconvenience this may have caused. We forwarded this concern to our Online Orders team for assistance, who reached out to the Pet Parent via email on 03/03/2025 to advise that a full refund has been issued to the original payment method used and for the inconvenience of the situation, a $30 eGift card was sent to the Pet Parent as well.
  
  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: 03/10/2025

  
  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,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:02/27/2025

  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.

  I booked an appointment for my small dog Lily an hour after dropping her off I received A call stating that Lily was uncooperative and attempted to bite the groomer during the service. The groomer informed me that she was able to give Lily a bath, a partial haircut and also brush her teeth. After paying $49 and picking Lily up I noticed that she still had and Oder and her face was still filthy. I spoke with the manager *** explaining Lilys condition I requested a refund and she refused.

  Business Response

  Date: 04/01/2025

  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 the store leadership for assistance. On March 31, 2025, we spoke with the pet parent about their concerns. 
  
  We offered a gift card, which the pet parent accepted and will pick up from the store.
  
  We appreciate your patience and understanding while we worked to resolve the pet parent's 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 *********************** Team 

• Initial Complaint

  Date:02/26/2025

  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 wife and I took our dog **** to get groomed at Petsmart in *********** on Monday 2/24/25 at 10:30am, ****** was the groomer. A few hours later they called us to come pick up ****. When we got **** home we noticed he was licking his genital area incessantly. We also noticed he was slamming his **** to the ground after taking a few steps. We decided to sleep on it and see how he felt the next day. The next day was worse, we did a close inspection and saw that **** had been cut on his genitalia, **** area and tail! We decided to take him to the vet to have him checked out and get him some medicine for the extreme pain he was in. Went to the vet and they confirmed he was cut by the groomer, gave him a cone to wear and some medicine for the pain. I went back to the ***** to speak to the manager ****** that night. I explained the situation and that we had to pay $205 to the vet to fix our dog. She didnt seem concerned at all. She gave us a card to email corporate and said she would have preferred that we used their veterinary clinic. I emailed corporate the vet receipt and pictures of the cuts their groomers caused to my dog. No response so far. I only requested a dog bath so a sanitary cut should have never been done in the first place because we didnt ask for it or authorize it!

  Business Response

  Date: 03/04/2025

  We appreciate the Pet Parent for sharing their feedback with us and are sorry to hear about their poor experience with their pets' recent grooming service. We apologize for any inconvenience this may have caused. We forwarded this concern to our Senior Leadership team for assistance, who was able to connect with the Pet Parent via phone to address their concerns.  In good faith, we will be issuing a refund for the grooming service cost as well as compensating the Pet Parent for the vet bill they had accrued. 
  
  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: 03/06/2025

  
  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,
  
  ******** ***
  
   
  

  Customer Answer

  Date: 04/24/2025

  Petsmart and I came to the agreement that they would send me a check for $200 for the damages that occurred to my dog and caused a vet visit. Unfortunately Petsmart has refused to send out a check or pay after several weeks of waiting. I have been in contact with their GM, ******* ********, several times trying to receive the check to no avail. I understand that bbb is not a collection agency and cant do anything about this but I do want it noted that Petsmart has not lived up to their side of our agreement and are actively trying to delay, deny, and stall in the hopes that I will simply go away. Let me make it abundantly clear I will not. There are laws in ******** that are very clear about vandalizing someones property(a dog). I do not want to go down that route and would prefer you to live up to your side of the bargain we agreed to!

  Business Response

  Date: 04/25/2025

  We thank the Pet Parent for sharing their concerns so we can get them addressed as soon as possible. We partnered with our Store and District Leadership teams and was able to confirm that Pet Parent Nicklaus *** had visited the *********** PetSmart on 03/26/2025 to collect their check reimbursement.  We apologize for any miscommunication and hope this provided some clarity on the matter. 

• Initial Complaint

  Date:02/22/2025

  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.

  Purchased cat food. Cashier asked for phone number and I provided. My cat did not like the food and all I want is an exchange to a different one. I lost my receipt but provide my phone number and they tell me I dont have an account or purchase under that number. They refuse to exchange because of this.

  Business Response

  Date: 02/26/2025

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible.  We first attempted to reach the Pet Parent at ************ on 02/24/2025. Since then, we have made multiple attempts to reach out to this Pet Parent via phone and email but have been unsuccessful in connecting with them so far.  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.