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:02/20/2025

  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.

  Branch, my 3yr old white miniature schnauzer has been a client with Petsmart Grooming @ *************************************************. Ive been pleased with the grooming until Feb. 19, 2025. I dropped Branch off at his appointment on time at 4pm. In Branch's file its stated that he does not like his paws touched, and I as his owner, reiterated it to each groomer. On Feb 19th I received a call stating they were unable to finish his grooming appointment because he was too aggressive to finish his cut. Branch's hair cut looks rushed and uneven. When I arrived to pick him up at 6:30 pm, the groomer looked annoyed. The grooming department closes at 7 pm and I stated to the groomer that she was ******* in order to get home to her family instead of being patient with my pup. I feel like the groomer did not provide good customer service nor tried to address my issues with the way my dog was groomed. The whole experience was not good and makes me not want to bring my pup here again for any services.

  Business Response

  Date: 02/26/2025

  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 grooming service. We apologize for any inconvenience this may have caused. We forwarded this concern to store leadership for assistance, who was able to connect with the Pet Parent to address their concerns. 
   
  We didn't charge the pet parent for the groom and noted the account of the groomer that the pet parent should book with in the future. We also added notes to the account to prevent the issue from happening again. 
   
  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' satisfaction. Again, we thank the Pet Parent for choosing PetSmart and hope to serve them again in the future!
   
   
  Sincerely,

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

• Initial Complaint

  Date:02/18/2025

  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.

  On February 16th, 2025 I purchased a Top Fin Clear Vivid View 3 Gallon Aquarium from PetSmart at *********** in *******. This kit comes with a specialized filter that fits inside the custom aquarium shape. The filter pump is the final thing to be tested as it needs to be submerged before being plugged in. I noticed it was faulty immediately and called the store on the 16th in the afternoon to ask if I needed to bring the whole tank in to the store or if I could bring the faulty motor. The employee told me I just needed the motor. I brought just the motor in the next day (my tank has fish in it by now) and this worker told me that despite there being another copy of the aquarium I purchased in store, Id have to return the whole kit. This was no longer an option as I had newly introduced my fish and did not want to stress them, nor did I have time to complete this task. The employee told me to purchase a new filter out of pocket. I did so, for a 20$ cost. The new filter does not fit the custom tank appropriately and I have had to partially damage the cover to get it to fit, rendering it unreturnable. I was sold a faulty product that the store admitted was faulty and assured could be rectified, only to have the issue worsened with no recourse.

  Business Response

  Date: 02/24/2025

  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 fish tank kit specifically the pump. We apologize for any inconvenience this may have caused. We forwarded this concern to store leadership for assistance, who was able to connect with the Pet Parent to address their concerns. 
   
  We extended and the PP accepted reimbursement for the costs of the replacement pump purchased as well as the cost of the fish tank.
   
  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 
   

  Customer Answer

  Date: 02/24/2025

  
  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:02/17/2025

  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.

  On 2/15/2025, I visited the one PetSmart location we have in *********, **. Every single time I go into this store, there are multiple dead fish on display. I dont understand why this is something that can not be checked before opening or quickly throughout shifts There were maybe ***** fish on display in there today (bettas in small containers that were individually separated) and probably about 20 of them were dead/floating/sunken. Theyre either obviously dead or sick. It is not okay to have dead animals on display

  Business Response

  Date: 02/20/2025

  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 02/19/2025 and again on 02/20/2025.
  We want to assure the Pet Parent that we have taken their concerns seriously and have ensured that coaching and feedback has been given to our store team.  The health and safety of all pets in our care is always our top priority and we're committed to making sure our fish receive excellent care. We appreciate the Pet Parent's patience and understanding while we worked to address their concerns. We will be more than happy to further discuss this matter with the Pet Parent but are unable to do so until we hear back. 

• Initial Complaint

  Date:02/15/2025

  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.

  On 12/31/2024, I went to my local PetSmart in ************, ** (Store 2749) and purchased one Seresto collar after being advised by my vet that this was the next best option to give my dog against fleas and ticks. Dakota is highly allergic to all animal proteins which means I spend absurd amounts of money on a hydrolyzed prescription diet and allergy medicine. His allergies also mean he can no longer tolerate regular prescription-strength oral preventatives so we've had to transition to topicals and flea collars. For the last six weeks, my dog has been itching and licking nonstop since this collar was put on and I was pretty bummed out since it's taken a long time to get his allergies under control. But I was finally able to pinpoint the source of his irritation after taking the collar off - it was like night and day. After a week with it off, he's back to his happy, itch-free self. I'm very disappointed in PetSmart's return policy though since it was never disclosed to me BEFORE purchase that **** and tick products couldn't be returned once opened for any reason and trying to force me to contact ****** for my money back when it was bought directly from your company, not the manufacturer. My dog suffered for WEEKS from a product you sold to me and there's been no attempt at a resolution and I'm just expected to not want my $60 back for a product I can't use. Had I known your return policy, I would have chosen to do business with a company like ***** instead that at least knows how to act like they care and would've refunded me with no issues.

  Business Response

  Date: 02/20/2025

  Thank you for reaching out to PetSmart Corporate Care.
   
  We appreciate the pet parent sharing their feedback with us. We are sorry to hear about their poor experience with getting a refund for the Seresto purchased in our store.  We apologize for any inconvenience this may have caused. We forwarded this concern to store leadership for assistance, who was able to connect with the pet parent to address their concerns. 
   
  We have advised our store leaders to process the return, and our corporate team supplied the receipt to make the return as smooth as possible. Once the pet parent comes into the store, we will process the return.
   
  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. Again, we thank the pet parent for choosing PetSmart and hope to serve them again in the future!
   
   
  Sincerely,
  

   

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

• Initial Complaint

  Date:02/14/2025

  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.

  2/14/25 I made an online grooming appointment for my dog For a bath and a full haircut for $71 My husband dropped my dog off where he was asked for a signature to allow the drop off.I then received a call 10 minutes later stating it was going to be $81 since my dog had fleas and needed special shampoo. Two hours later I received a call stating my dog was ready and wasnt able to get a full hair cut so the price was $63 instead of $71 but they add $10 For the help $10 for the shampoo and $20 for de-matting fee bringing my total to $103 but they will give me $10 off and a 15% off at the register. Upon picking the dog up the groomer confirmed the $10 off and the 15% off that the manger refused to honor.Once I walked back there to confirm the price she told me she said yes this is the initial price I told you but now its different. I only talked to them once so I got mad because now yall all saying different stories. So the manager needs to honor what she said, she refused. Then a person who was standing off to the side who I thought was a customer proceeded to jump in dropping her purse stating that shes a assistant manager but todays her off day and she proceeded to walk towards me. I asked her was she threatening me because its her off day and why she dropping her bags like she want to do something to me ? So I told them let me just go ahead and pay and Ill get the assistant managers name and go to corporate she threatening me because shes off. They refused to give me her name since it was her off day and proceeded to threaten me with calling the police and I told them I would wait theirs for the police and she signed off to let me go.

  Business Response

  Date: 02/20/2025

  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 Management Team for assistance. Their appointment was comped the day of the service. We spoke with the pet parent about their concerns and gave her our phone number in case any other question or concerns should come up. 
  
  We appreciate the pet parents patience and understanding while we worked to resolve the pet parents 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 satisfaction. We thank the pet parent again for choosing PetSmart, we hope to serve the pet parent again in the future.
  
  Sincerely, 
  
  *****
  PetSmart ***********************

• Initial Complaint

  Date:02/13/2025

  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.

  Date of transaction: Nov 29 2024 Amount of money: total 450 dollars of what I paid (with three 150 gift cards and with three 30 dollars as bonus)Reason for Dispute: Nothing or any disclosure has been revealed during the transaction mentioning that the bonus gift cards were valid in 60 days I have visited local petsmart stores to use the bonus gift card last week and got rejected. So I contacted the customer service, and I learned the three was expiration date for them. But the website and the email containing the egift card are all saying egift card are never expiring. Thus I would say the petsmart is misleading the customers.I would like to the ********************** either replacing my 3 bonus egift card or refund my 450 dollars since I did not utilize them all.

  Business Response

  Date: 02/20/2025

  Thank you for reaching out to PetSmart Corporate Care.
  
  We appreciate the pet parent sharing their feedback with us. We are sorry to hear about their poor experience with our Black Friday gift card promo.  We apologize for any inconvenience this may have caused. We forwarded this concern to our loyalty team for assistance, who was able to connect with the pet parent to address their concerns. 
  
  We extended and the pet parent accepted a replacement gift card and our sincere apologies. 
  
  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. Again, we thank the pet parent for choosing PetSmart and hope to serve them again in the future!
  
  
  Sincerely,

   

  PetSmart Corporate Customer Team 

  Customer Answer

  Date: 02/20/2025

  
  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 have received the replacement of the gift card from petsmart. Thanks for all your effort !
  
  Regards,
  
  *** ***
  
   
  

• Initial Complaint

  Date:02/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order for dog food, was placed on February ****** @ 5:48 pm. I selected same-day delivery service. Door Dash delivered the order around 12:30 pm on Feb. ******, from location ************************************************************After reviewing the image provided by the delivery service; I contacted customer service and spect fifteen minutes on hold. My call was not answered. I called your corporate number and was unable to connect with anyone. My third attempt was directed to the store. I requested to speak with the store manager and was informed by ***, that he had left for the day. I asked ***, what was her position at the store *** stated she was a manager but did not clarify what type of manager she was. I conveyed my dissatisfaction regarding how my order was shipped and left at the shipping address lying on the ground. Per ***, only *** Ex orders are shipped in boxes, whereas same-day orders are shipped in original packaging. My previous order was shipped in a box. Why wasnt this order shipped in a box? When I placed my order on your website, I did not see a statement indicating that same-day orders are not shipped in a box. Your website does not provided accurate information about your shipping policies. I would not have made a purchase from your company if I had know my order would not be placed inside a box for shipping and left lying on the ground for everyone to view. Please indicate on your website that same-day orders are not packed for shipping.

  Business Response

  Date: 02/17/2025

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their same day delivery order and apologize for any inconvenience the lack of packaging may have caused. We forwarded this concern to our Online Orders team for assistance, who reached out to the Pet Parent via email on 02/13/2025 and explained that we were able to issue a 30% refund for their inconvenience and have shared their feedback regarding our packaging processes for same day delivery orders to the appropriate teams for further consideration.
  We appreciate the Pet Parent's 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:02/10/2025

  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 attempted to schedule a grooming appointment for my dog online on 2/07/25, and received a message on the site that I needed to contact the salon directly. We contacted the salon and, after being placed on hold for an extended period of time, we ultimately spoke with "*********," a manager who informed us that the groomers were refusing to groom Bingo anymore because their work did not "meet [our] standards" (a comment that was made sarcastically). They attempted to refer us to the Collierville salon, a referral that we refused because their actions blemished our opinion of all PetSmart salons. This was the first we had heard of this "blacklist attitude," and it placed us in a scheduling bind for Bingo's grooming. It also had the characteristics of being libelous, because such blacklisting tends to infer that the customer did something wrong, which is not the case. The three distinct instances (the baboon **** was an issue of which we had to remind them was unacceptable on several occasions, but we are counting it as one issue) during which we took issue due to them not meeting minimal standards of performance/care were: 1) not following our instructions about not leaving Bingo with a baboon **** appearance from his grooming; 2) they failed to trim his dew claws for an extended period during his grooming appointments (nail trimming was included in the service and we have been taking Bingo there for approximately two years), which resulted in him limping and experiencing pain when he walked (we called PetSmart and took him back when we noticed his limp and his whimpers, and the manager apologized and trimmed the dew claws); and 3) early-on, they injured one of Bingo's eyes during a grooming session and it required veterinarian care and follow-up (which was paid for by PetSmart). None of these things were shortcomings on the part of the customer, but **********************'s recent blacklisting/blackballing reaction to those instances is both inflammatory and insulting.

  Business Response

  Date: 02/26/2025

  Hello, 
  
  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 

  
  

  Customer Answer

  Date: 02/26/2025

   

  I would prefer that the complaint not be closed inasmuch as the business has offered no real resolution to the matter; they have simply asked for more time.

  Business Response

  Date: 03/04/2025

  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 their poor experience with being unable to book with our grooming service.  We have forwarded this concern to our leadership team for assistance. We first attempted to reach the Pet Parent at ************ on 2/27/2025. As of today, we have not heard back from the PP.   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:02/09/2025

  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.

  I have asked numerous times to close my rewards account. Each and everytime they say they closed it and yet I keep getting emails from them about my rewards points! I am so sick of this!!! PetSmart Treats Rewards 229 of your Treats points will expire 2/28*blahblah, you have 529 total points.See your account for details.Log in I mean I do not even have an onine account and asked to have the rewards closed!

  Business Response

  Date: 02/10/2025

  We appreciate the Pet Parent for sharing their feedback with us and are sorry to hear about the poor experience they have encountered while attempting to delete their account with us.  We were able to successfully initiate the account deletion process and connected with the Pet Parent via email on how to complete the second part of the process.  Once the second part of the process is completed, it will take ***** days for the request to be full 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 Parents' satisfaction. 

  Customer Answer

  Date: 02/12/2025

  
  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:02/07/2025

  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.

  On November 20, 2024, I placed an online order for Provecto, that needed to be approved by a ***. On November 26, 2024, I recieved an email stating that the prescription had been denied by the Vet. Instead of the initial meds I ordered, they offered me NextGuard on autoship. I accepted that. One week later, after speaking with another Vet, I decided that I didn't want the NextGaurd. I called customer service to "CANCEL" the order. I was told it was "CANCELLED". December 1, I recieved an email stating that my order was on it's way. I called **************** again, and was told that the order was cancelled and would not ship. On December 5, I recieved the order of NextGuard in the mail. On December 6, 2024, I called **************** again to "CANCEL" the order. On December 6, 2024, I recieved an email stating "the order was CANCELLED". On or around early January, I recieved yet another order of the NextGuard. Unfortunately, I was travelling during theentire month of January, and didn't get the chance to call **************** again. On February 6, 2025, I called my local PetsMart and explained the situation. I was told to just bring the "UN-OPENED prescription to the store". I went there, and the cashier told me that prescription CANNOT be returned in store, that I'd have to do it online. I called **************** on February 7, 2025, to see about my refund, as well as how to return the "UNDISTURBED" product. At this time, I was told that they DO NOT return prescriptions, but they would go ahead and remove my debit card, as well as CANCELLING the autoship. When I asked about my refund, I was then told that they wouldn't refund my money either. I did my due diligence by calling **************** to "CANCEL" this prescription before anything was sent to me. PetsMart owes me a return of $303.98. I just wasnt my money back for a product that I can't and will not use on my pet. Money's too hard to come by, to waste $303.98 for ANYTHING I can't use.

  Business Response

  Date: 02/13/2025

  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 ************* Team for assistance. On 2/11, via email we communicated with the Pet Parent at ********************* about their concerns. 

  
  We extended and the PP accepted a refund for both orders. 

  
  We appreciate the pet parents patience and understanding while we worked to resolve the pet parents 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 satisfaction. We thank the pet parent again for choosing PetSmart, we hope to serve the pet parent again in the future.
  

  
  Sincerely, 
  
  *****
  PetSmart Corporate *************