Reviews

This profile includes reviews 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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  PetSmart

  250 Grossman Dr Braintree, MA 02184-4954

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  PetSmart

  1201 Barbrajordan blvd Austin, TX 78723

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  Petsmart, Inc.

  171 N Nellis Blvd Las Vegas, NV 89110-5320

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  PetSmart

  4010 S Bolger Rd Independence, MO 64055

Review Details

• Review fromDianne L

  Date: 10/08/2024

  1 star
  I placed an online order at petsmart.com. I selected buy 10, get 2 free on two items of cat food (totalling 24, with 4 free). The other items was spend $25 on a particular brand and get $5, so I also selected this. When the sales did not come up correctly on my receipt, I contacted customer service who told me to place the order and once it was placed the receipt could correct. It did not happen. I contacted customer service on FB and they did nothing. I contacted online customer service again at ********************** and they sent me two emails, neither one even addressed the issue, leaving the payment to be drafted out of my ****** account. I alerted ****** at first that the amount they were charging me was incorrect. When Petsmart did nothing at all, I contacted the store where I was going to pick up the items, and spoke to the manager. I told her I would NOT be coming to pick up the order. She told me no charges are drafted until you pick up. TODAY it was drafted from my checking account. This has been nothing but lies. ****** customer service, false advertising and a lot of wasted time AND still out $60.92 after I never even got the order. I am sorry I have to give this place one star but there is no option for ZERO.

• Review fromTina C

  Date: 10/06/2024

  1 star
  I went here Wolfcreek Pkwy petsmart...And ******* refused to sell me 10 goldfish...Another lady was attempting to sell them to me until ******* ***** me say can I get them in individual bags...Then ******* asked what are you needing these fish for...I stated I don't have to answer why I am purchasing something...The Manager name **** came over to the situation and stated it's in writing that they can refuse to sell to me without reasons...And I asked him to show that in writing but he couldn't...So instead of the goldfish I tried to purchase 3 beta fish..A guy in front of me purchased 2 but when I got to the register I was refused the betas ******* refused to sell to me...Stating I don't have 3 filtered tanks in my house and I don't know her from a can of paint and Ivtold her...You don'tknow what I have in my house...I feel like I was being profiled...I have videos of the encounter...As much money as I spend on Purina Pro Plan dog food..Just to be treated like this is UNACCEPTABLE

• Review fromChristine J

  Date: 09/25/2024

  1 star
  I went to the ***** store and the lady there refused to sell me a 2-inch plecostemus for my 36-gallon tank. she told me for her to sell it to me I needed at least 125 gallons. That's not true I have been doing this for 30 years and have had them in 10 gallons up to 55 gallon tank. I called the manager and he told me she had the right to not sell it to me if she didn't want to. Since when does a store tell you that you cannot buy something? They can advise a person but to refuse to sell me a $5.00 fish and assume I did not know what I was doing? I put my things down and walked out. I will not be shopping there again!

• Review fromKeiko M

  Date: 09/21/2024

  1 star
  There was a promotion going on which gives $20 bonus gift card for every $100 gift card purchase. Regular gift card does not have expiration date but bonus card did. I purchased $400 gift card so I got $80 bonus gift card. The bonus gift card expiration date was 9/7/2024, so I placed an online order using the bonus gift cards on 8/25/24 and the purchased products were supposed to be shipped within 5-7 business days. However the online order was processing status more than a few weeks and couple weeks after the expiration day, the order was cancelled by PetSmart. They said they didnt charge the card so they cannot refund or reissue a bonus gift card with amount of the product cost paid by the bonus gift card, however as you can imagine I cant use the card again as it is expired. If this is allowed they can advertise the promo which mention bonus gift card is given with $100 gift card purchase etc, then when a customer use the promo and get a bonus gift card and try to use it online, PetSmart can just cancel the order after the bonus card expired so the customer cant use it any more. Then the promo is a false and fraudulent advertisement to make the customers spend money. I asked if they can ship the product or let me pick up the products from the available local store if the reason of cancellation is no product in warehouse but the customer service said I need to to pay in full again with my credit card. That doesnt make any sense. Isnt it an illegal business tactic? We really should stop business with PetSmart.

• Review fromCarrie T

  Date: 09/17/2024

  1 star
  Back in May of this year, I was helping a disabled veteran and his surface dog and by the way Im disabled to, and we walked by one particular man not once but twice second time we passed him he accused us of following him and all we were trying to do was blows some energy out of a Belgian Malinois. We take ***** out on a regular basis to blow some energy. Let him socialize and just get out. Hes a service dog. Sometimes he just needs to be a dog and we allow him to do that at Petsmart.A female manager came up to me walking aggressively with an angry look on her face. The first thing that came out of her mouth was not high. How are you or can I help you? It was , keep our dog under control. it was a service dog. It was under control as we tried to explain she refused to hear it. She would not give us one chance to speak and I talked over her because I was trying to tell her what it happened.At that point in time, she told me because I was being argumentative that I had to leave. I told her that I was disabled told her this was a service dog, and the gentleman I was with was disabled. She did not care. She did not know. The *** rules, regulations or guidelines.She was so arrogant that she wouldnt even let me explain and both of us were talking over each other so when you come across new managers, who like to be on power trips thats how Petsmart thinks its OK to represent themselves So we spoke with someone at another Petsmart and they told us to file a CRO. my husband, who at the time was a law enforcement officer was with me and we told a large man what happened and he said he would take care of it. We heard nothing.So we filed two complaints with corporate office and they closed both of them without contacting us PetSmart violated both of our *** rights and they dont care. This was the Petsmart in ******** on ***********, which I will never shop again.

• Review fromMeganb

  Date: 09/09/2024

  1 star
  Last year when we adopted our dog we went to Petsmart and bought him a collar, harness, and leash from the ************* brand. Not long after buying these items, while on a walk, a piece of plastic on the leash that covers where the rope is folded slipped up and my hand got sliced open by metal on the leash,. I took pictures and reached out to the petsmart. The manager I spoke with seemed irritated that I was complaining about this and after some back and forth reluctantly told me I could get a refund. When I brought the leash in I showed him my hand and the ****** pictures of the aftermath because he seemed not to believe me. He gave me a refund and was rude the entire time. A few months later the harness started falling apart. The seams by the handle have come undone and you can see the layers inside the harness. It has been falling apart for the past few months, has faded, and looks terrible. I recently went to get a new harness at petsmart and saw they had the same one. I really liked the bright color of the harness and decided to get it. When I got to the register I was told they could sell it to me because it was on recall. Im not sure why they would have it on the floor if you couldnt buy it and Im not sure what the recall is for because when I called I got another manager that acted like I was an idiot for asking. Im actually glad that happened because I dont know what I was thinking attempting to purchase this brand again. The only thing that has held up is the collar and even that is horribly faded. The other two items were obviously defective, cheaply made and way over priced. I also do not want to deal with these condescending, rude employees if something goes wrong again. What a waste of money and time.

• Review fromSandy C

  Date: 09/05/2024

  1 star

  Sandy C

  Date: 09/05/2024

  I bought a grooming package but 9 get 3 free for all 4 of my dogs. They dont tell you that the free ones expire in 15 months but the package doesnt expire for 5 years. So I lost my free ones all 12 of f them. It is really a scam. You get a small discount on the grooming for buying the 9 but my free ones expired before I could use them. I feel like I got ripped off. If I didnt love my groomer so much I would never go back. They owe me 12 free ******

  PetSmart

  Date: 09/06/2024

  Thank you for reaching out to PetSmart *************** We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with our Grooming Package. We apologize for any inconvenience this may have caused. We forwarded this concern to our Store Leader for assistance, who was able to connect with the Pet Parent to address their concerns. We extended and the PP accepted a free groom on each pet. We appreciate the Pet Parents 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

• Review fromPaul H

  Date: 08/16/2024

  1 star
  Problem I have is all discount coupons and sale prices are only for the members. I'm of coarse not a member. Everything I was buying was on sale. Not for me though. Was very disappointed in the subtle omission of that when last month I was there and I received 2 coupons worth 10$ off my next purchase. You shouldn't have to give the world your information, especially a cat/dog food store.

• Review fromDary L

  Date: 08/09/2024

  1 star
  Can I just start by saying the ***************** has nothing to do with this review. The review goes to the training and the grooming department. Let's start with grooming, my pup was only 6 months old and we brought him to get groomed at this location. Girl that "groomed" him showed up 15mins late and DID not do anything besides a wash and blow dry but they charged me over $100! Like what!!! She said my pup keeps peeing himself and was nervous so she couldn't do anything. Okay! Next comes the training. We stupidly bought the package. First puppy class was great. Instructor was awesome but oh man that instructor put us in another class and nope! The new instructor wasted our Saturday and didn't teach us anything. I filed a complaint and got the manager who was trying to help us investigate the issues. We are not trying to get our money back but if the services was not provided then yes refund us the money. After multiple calls and emails, we still DID NOT get our refund. What a thief! Yeah bye Petsmart.

• Review fromGary C

  Date: 08/08/2024

  1 star

  Gary C

  Date: 08/08/2024

  Ordered cat food online . They cancelled my order. I tried resolving the issue with customer service twice. They were unprofessional, unhelpful and not very knowledgeable about their own policies. Would never recommend this company to anyone.

  PetSmart

  Date: 08/16/2024

  Thank you for reaching out to PetSmart's ***************** We appreciate your patience while we reviewed your concerns. After conducting a thorough review, we have found that the state the order was set to be picked up in and the state set on the billing address were different. We tried to reach out to the pet parent to find out the reason behind the difference, so we can mark that information in the pet parents account. This would make future orders approve faster. However, the Pet Parent has yet to provide us with this information. We are more than happy to assist them further with their account once the pet parent speaks to our ************* Team about the difference between the pickup state and the billing addresses state. If you have any further concerns, please do not hesitate to contact us. At PetSmart, we value our customers and strive to offer the best customer service possible. Sincerely, ***** PetSmart Corporate *************