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Business Profile

Pet Supplies

PetSmart

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Supplies.

Complaints

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

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.

    Please enter a valid location.

    • PetSmart

      19601 N 27th Ave Phoenix, AZ 85027-4008

    • PetSmart

      3641 Truxel Rd. Sacramento, CA 95834

    • PetSmart

      1236 Greenbrier Pkwy Chesapeake, VA 23320

    • PetSmart

      7777 Dr Martin Luther King Jr St N Saint Petersburg, FL 33702-1102

    • PetSmart

      13337 Worth Avenue Woodbridge, VA 22192

    Customer Complaints Summary

    • 573 total complaints in the last 3 years.
    • 198 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 11/29/24 I went to PetSmart in ***********, ** and purchased 2 size small flea collars at a discounted price (plus I used $10 off from my rewards points) I got home and opened 1 of the flea collars and realized the other one would not fit my other dog. So I kept the unopened collar and the receipt. I went back into the store today (12/16) to exchange it for the size large. When I got to the register Im told I owe $26 which is the difference of what I paid vs what theyre priced at now. I pushed back and said thats not what I paid I wasnt expecting to pay the difference on an EXCHANGE. Had I bought the correct size to began with I wouldve paid the discounted rate. Im told theres nothing they can do about it. They can give me the $10 off but wont give it to me for the same price I originally bought it for. So I call customer service and Im told pretty much the same thing. I asked if they had an exchange/return policy and they said while they have a general one its up to the store manager on what they want to do. I dont think this is fair to the consumer. What if the store manager is having a bad day and takes it out on the customer? Although I understand you cant have a policy for everything, this is a pretty basic issue. I bought something at a discounted rate and would think any store would uphold that price if I was needing to exchange it for a different size.

      Business Response

      Date: 12/23/2024

      We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible. After partnering with Store Leadership, they first attempted to reach the Pet Parent at ************ on 12/17/2024. 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:12/14/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 went to PetSmart today in ******* **********. They wanted to sell me this pet holiday package that they said was $10 but on special for $5 today with a coupon they gave me. I bought a few other things and didn't pay attention to the receipt total and when I got home and looked at it I saw they made a mistake and charged me $15 and took off five instead of 10 and taking off five. So I was overcharged $5 and I called the store in ******* and they told me there was nothing they could do about it and that I had to come there. They said they had no way to look up the purchase on their register or system. I just want my $5 plus tax credited back to my credit card without me needing to drive there. I was already there and don't want to have to go back. It's out of my way. During the holidays that area is very crazy with traffic. if I have to put a dispute on my credit card I will dispute their charge. I was trying not to do that. I wanted the store to do the right thing and correct their mistake.

      Business Response

      Date: 12/18/2024

      Thank you for reaching out to PetSmart Corporate Care. 

      We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to Management Team for assistance. On 12/16, we spoke with the Pet Parent ************ about their concerns. 

      We extended and the PP accepted a $10 refund. 

      We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future.

      Sincerely, 

      *****
      PetSmart ***********************

      Customer Answer

      Date: 12/19/2024


      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 appreciate them resolving the issue and received the credit for the correction.

      Regards,

      ******* ***********

       

    • Initial Complaint

      Date:12/14/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Tracking number ************ says out for delivery on 12/10. Item was never delivered. I contacted ***** on 12/11,12/12 and today and was informed likely lost since theres been no scan. Im going to now have to buy the food locally because this looks lost and PetSmart care said I have to wait till Monday to reorder.

      Business Response

      Date: 12/20/2024

      Thank you for reaching out to PetSmart Corporate Care.

      We appreciate the feedback from our Pet Parent. We have forwarded your concern to our online order team for assistance. On December 18, 2024, we spoke with the Pet Parent regarding their concerns.

      Due to the inability to locate the item with ***** we issued a full refund for the order, which the Pet Parent accepted. Additionally, we provided a timeline for the refund process.

      We appreciate your patience and understanding as we worked to resolve this issue. If you have any further concerns or feedback, please dont hesitate to reach out. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you once again for choosing PetSmart, and we hope to serve you again in the future!

      Sincerely,



      PetSmart Corporate Customer Care

      Customer Answer

      Date: 12/20/2024


      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:12/13/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 file a complaint about the mistreatment of fish and the poor customer service I received at the ********************** located at ************************************************************ on 12/13/24.During my visit, I observed numerous tanks with dead, decaying fish at the bottom, many of which appeared to have been there for at least a week. In total, I counted dead fish in 10 different tanks. When I raised the issue with the first ******** his response was dismissive. He rolled his eyes at me and said, "Were aware of the situation" without offering any further explanation or assistance.Later, a second ******* called me, and when I mentioned the issue, she replied, We take care of our fish. I couldnt find any dead ones. I dont know what you want me to do. This response not only dismissed my concerns but also suggested that my observations were unimportant.The dead fish and poor water quality in the tanks likely created a toxic environment for the remaining fish. This neglect and the unprofessional responses from the management are unacceptable.I am requesting an investigation into the store's fish care practices, as well as proper training for staff on how to maintain healthy tanks. I also ask that PetSmart take customer complaints seriously and address them with the professionalism and urgency they deserve.Thank you for your attention to this matter.

      Business Response

      Date: 12/18/2024

      We appreciate the Pet Parent for sharing their feedback with us and are sorry to hear about their poor experience during their recent visit at our ************ PetSmart. After partnering with our Store Leadership team on the matter, we were able to connect with the Pet Parent to address their concerns.
      The health and safety of the pets in our care is always our top priority and we're committed to making sure our fish receive excellent care. Coaching and feedback has been given to our store team to ensure instances like this are prevented in the future. We appreciate the Pet Parent's patience and understanding while we worked to address their concerns.

    • Initial Complaint

      Date:12/12/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 took 2 of our dogs in for grooming on 12/6/24. The employees were rude and drug our dogs back through the area and would not leave their harness on them citing policy. Their attitude and energy really freaked our dogs out. Half way through we were told that our Golden retriever was being "***** *****". After getting the pups back and getting home we noticed that neither had had their potty patches trimmed which we paid for and neither received a treat or were sprayed with cologne. All of this was supposed to be in the package we paid for. We received one coupon book and had to make a second trip back in for the second which was again part of our package. I have reached out to petsmart after our experience and received an email that someone would follow up within a day or two but was never contacted.

      Business Response

      Date: 12/26/2024

      Thank you for reaching out to PetSmart Corporate Care.

      We have taken note of the Pet Parent's concern and have escalated it to the appropriate team for assistance. We are currently reviewing the matter to ensure that we can address the Pet Parent's concerns thoroughly. We would however, appreciate a bit more time  to complete our research to ensure we can fully resolve the issue. 

      We appreciate your patience and understanding while we work to resolve these concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring our Pet Parents' satisfaction. 


      Sincerely, 

      *****

      PetSmart Corporate Customer Care

      Customer Answer

      Date: 12/26/2024

      I am still awaiting an acceptable response

      Business Response

      Date: 01/02/2025

      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. On 12/31, we spoke with the Pet Parent about their concerns. 

      We extended and the PP accepted a refund. 

      We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future.

      Sincerely,
      *****
      PetSmart Customer Care
      ************, Option 2

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 been trying to reach Petsmart about a number of issues and keep getting pushed off with no follow up. Issue 1 - I was issued a gift card by customer service, but when I went to activate it, the associate said there was no value. I have sent pictures to customer service as requested and no follow-up Issue 2- I had points that I couldn't use in-store and get the online promotion but when I tried to use them online I got an error. I called customer service who contacted the store and said they could manually override and give me the items I wanted to purchase. Then I drove 45 mins to that store and spent over an hour there only to be told they couldn't do that and they would follow up - no follow-up occurred Issue 3 - I placed a few orders where toys were supposed to be buy 3 get the 4th free and the 4th toy was not free. I'm hoping that customer service can activate (or send a new gift card); Add back my points and still apply the discount on the items I wanted to purchase; and refund me for the 4th toy on my two orders

      Business Response

      Date: 12/16/2024

      Thank you for reaching out to PetSmart Corporate Care.

      We appreciate the feedback from our Pet Parent and are sorry to hear about their recent poor experience with orders and interactions at PetSmart. We apologize for any inconvenience this may have caused. We have forwarded this concern to our online orders and treats points team, who connected with the Pet Parent to address their issues.

      Here is what we have done to resolve the concerns: we added the missing treats points back to the Pet Parent's account and verified they are available. We also reissued a gift card to the Pet Parent and refunded the cost of the damaged bird seed, confirming that it is in stock at the **********'s local store for pickup.

      We appreciate the Pet Parent's patience and understanding while we worked to resolve these matters. 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 in the future!

      Sincerely,

       

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

    • Initial Complaint

      Date:12/07/2024

      Type:Delivery Issues
      Status:
      Answered
      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 online. When I placed my order it indicated shipping was free. If shipping was not going to be free I would have chosen pick up at store. The order showed shipping was free and I submitted the order. When I received the confirmation email it shows $5.99 shipping charge. This charge was not disclosed when placing the order. I tried to cancel order, but Petsmart says that is not possible. PetSmart needs to fix their website order process so that charges are accurately disclosed. I will never order from them again as they are not honest about charges. I should be refunded or credited the $5.99. It's also ridiculous that there is not an option to cancel an order within a certain time period.

      Business Response

      Date: 12/16/2024

      We appreciate the Pet Parent for sharing their feedback with us so we can address their concerns as soon as possible. We contacted the Pet Parent via email on 12/09/2024 and provided them a breakdown of their charges and assured them that, included with the $21.79 in discounts, was a discount for their shipping costs as well.  We have also made sure this feedback regarding the lack of transparency regarding shipping fees and discounts has been given to the appropriate teams for further review.

      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:12/05/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      They would not sell us certain fish reason being we didnt have a 50 gallon tank but they were not in a 50 gallon tank in the store. And she had a terrible body odor that made my stomach and head hurt. Which was very bad business

      Business Response

      Date: 12/13/2024

      Thank you for reaching out to PetSmart Corporate Care.

      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.

       

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


    • Initial Complaint

      Date:12/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 dog was in doggy day care at petsmart and there was an incident involving my dog and two larger dogs where my ************ and he was the victim of the attack. They say he started it however he is a 22 pound cockapoo that should never have been with larger dogs to begin with as when he started going there years ago they said they separate due to size. There were six total dogs and two employees and there are two rooms. Most of the dogs are small dogs they claim and why wasn't the other room used to separate the two larger dogs and the smaller dogs. I believe there is negligence on their part. Due to this my dog is not allowed to go back which is fine i wouldn't send him there anyways. Were they not separated b/c they were using the other room for monetary gain instead of doing what was told which is separated the dogs based upon size. Also, when my dog has gotten groomed there he has been cut around his ******** on numerous occasions by ****** who I'm not sure is still employed there alot.Back to main complaint-this store has made several changes which has caused even employees that work there have stated their concerns to my spouse and I and some have left. I have requested Video of the instance and they have declined that.

      Business Response

      Date: 12/23/2024

      Thank you for reaching out to PetSmart Corporate Care. 

      We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to our Management Team for assistance, who was able to connect with the Pet Parent to address their concerns.

      We offered the pet parent the opportunity to review the video footage. Our district leadership team will reach out to the pet parent to discuss scheduling.


      We appreciate your patience and understanding while we worked to address your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future. 


      Sincerely, 

      *****
      PetSmart Customer Care 
      ************, Option 2 

    • Initial Complaint

      Date:12/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 had called PetSmart at approximately 3:40 pm on November 23rd, 2024 regarding their fish stock. I had asked a simple question - did they have angelfish and if they did, around what colours were they and what their height was in inches. The person who took my call tried to rush it and get me to hang up as soon as possible, so I was unable to ask further questions. When I had asked if they had any white angelfish, they had said I would need to come check for myself and tried to end the call there (although it should have been an easy question). I then asked about their height from top to bottom fin, and they still said that I need to come check myself. I did not want an exact height, I just wanted an approximation. Due to their carelessness, I had to drive half an hour there to see that they did not have what I was looking for so I bought some food for my fish and returned home. Overall, this was a waste of my time solely due to the staffs insolences.

      Business Response

      Date: 12/18/2024

      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 associate interaction when inquiring about the fish we have in stock.  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 via email to address their concerns. 

      We extended and the Pet Parent accepted a $50.00 gift card for the experience. We also provided them with the contact information for our ************* team should they encounter any future issues.

      We thank the Pet Parent for their patience and understanding as we worked to resolve their concerns. At PetSmart, we are committed to delivering exceptional customer service and ensuring the satisfaction of every Pet Parent. We truly appreciate the Pet Parent choosing PetSmart and look forward to serving them again in the future!


      Sincerely,

       

      PetSmart Corporate ************* Team 

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