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 fromMaria Y

  Date: 08/06/2024

  1 star
  I have an 80 pound mutt that is almost 2 years old and she is made of 100% love. She was boarded several times before elsewhere, but that boarding closed.Fast forward, I booked a stay with Petsmart for our August ********* On the day we were leaving, we checked in at 9 am. After some hesitancy at handoff, she finally went with staff. We are almost at our destination, 3 hours away and I get a phone call from Petsmart around 12:30, that my dog has pinned herself in the corner of the cage and is supposedly growling at staff. I even told the staff that I found it very hard to believe that my dog growled. They said they would give it a little while longer to see if she adjusts but wanted to let me know that we have an issue and she may need to be picked up. I told the staff that this was impossible as we were 3 hours away on our vacation. The staff said that it is unsafe and that if things don't improve, we would need to pick her up by 6 or else they have to call animal control!!! I told the staff member to give her some time. Around 1:30 I called back and they said nothing had changed and that we needed to pick her up. My husband had to leave our family at the hotel, and pick up our dog. All that the manager had to offer was a useless "I am sorry" and a look of horror when my husband expressed how upset he was that they were going to call animal control. My husband told her that they need staff who is equipped to handle dogs who are upset and out of their environment. Giving a dog 3.5 hours to adjust is unrealistic and telling someone you are calling animal control if we can get there by close of business that same day is offensive. Our first day of vacation was completely ruined. My husband spent a fortune in gas and tolls going back and forth, not to mention all the time he spent driving that day (10+ hours). We had to scramble and find someone to care for our dog for the week. With absolutely no options, we had to beg a family member to help us out.

• Review fromThomas J W

  Date: 07/25/2024

  1 star
  HORRIBLE ABUSIVE EXPERIENCE AT *********** STORE BY THE BUTCHER *************************

• Review fromMARIA V

  Date: 07/16/2024

  1 star
  SINCE 2018 I HAVE BEEN TAKING MY PUPPY, NALA, TO PETSMART, SALON, IN ************,**. I ALWAYS PAY THE BEST PACKAGE FOR HER GROOMING. A YEAR AGO MY DOG HAD HER NAILS TRIMED, IT WAS SO BAD THAT SHE WAS BLEEDING AND PETSMART NEVER INFORMED ME OF THE INSIDENT, SPOKE TO MANAGEENT AND WAS ADDRESSED WITH EMPLOYEES. AS WE ALL MAKE MISTAKES I GAVE IT ANOTHER CHANCE AND KEPT TAKING NALA TO PETSMART. HOWEVER, JUNE 8, 2024. I TOOK NALA FOR A FULL GROOMING SERVICE AND WAS THE WORST EXPERIECE. NORMALLY THEY WOULD HAVE HER DONE IN ABOUT 2 HOURS. I DROPPED HER OFF ABOUT 3PM AND IT WAS 7PM AND THEY WERE NOT FINISHED YET. I WENT TO THE STORE AND THEY WERE FINISHING HER UP. THE EMPLOYEES WERE NOT CARING FOR THE **** THAT WERE THERE BUT TALKING AMOUNG THEM. ***** THE GROOMER WAS VERY UNPROFESSIONAL, THE SALONG PERSON THAT WAS IN CHARGE THAT DAY A MALE. VERY NASTY SAID THAT THEY WERE TOO BUSY, MIND I HAD THE APPOINTMENT SCHEDULED WEEKS BEFORE. MY PUPPY LOOKED HORRIBLE! THE HAIR CUT WAS SO BAD THAT I COULDNT BELIEVE IT. I WENT IN TEARS TO THE MANAGER ON DUTY THAT DAY AND HE JUST SAID , I WILL ADDRESS IT. **** LOOKED SO SCARED LIKE IF SHE HAD BEEN BEATEN UP. SHE WAS NOT ACTING NORMAL. WITH OUR LOVE AND CARE SHE WAS BACK TO NORMAL WITHING DAYS. I JUST WILL LIKE TO BRING THIS UP FOR SOMEONE ELSE DOES NOT EXPERIENCE SUCH A HORRIBE SITUATION. ***** SCREAMED AT ME, "WHAT DO YOU WHANT IM TRAINING" I SHOULD HAVE BEEN TOLD THAT SHE WAS A TRAINEE OR SHE SHOULD HAVE HAD SOMEONE TRAINING HER CORRECTLY, BUT SHE WAS SO UNRESPECTFULL. THAT LIKE I SAID I LEFT IN TEARS. MAY GOD PROTECT OUR **** AND NOT HAVE PEOPLE TREAT THEM SO BAD!

• Review fromSheryl M

  Date: 07/10/2024

  1 star
  I volunteered at petsmart in ***********, ** on ********** NE and I adopted two kittens to my daughte. One of her kittens just turned one year old and had to be euthanized. The kitten had FIV and FIP. These cat viruses are contagious and the last one is deadly. I was not told that the kittens were sick or exposed to anything. It cost almost two thousand dollars to diagnose the kitten and have him euthanized. I was not offered any money back or even an apology. The other kitten is being tested tomorrow When I volunteered at petsmart under *** I was told to let the cats out to play together, not knowing there are really bad viruses and diseases they can catch from each other. Before I helped to adopt two kittens two my kids, ***, said that they had all been exposed to a cold and the cats and kittens needed to be taken to peoples homes. She asked if I could take some. I could not. I'm glad I didn't because my cats could have been infected, In addition to not being told I was adopting potentially very sick kittens, I don't feel like the cat adoption center is run safely. I was not trained how to keep the cats safe, instead I was told to let them out of thier cages to play together. I've since learned thats not safe for them. They should not be allowed to play together. There are no protocols in place to keep the cats and kittens safe. No one in charge was in the cat area. In fact, the one person, ***, involved probably lives out of state. I never saw her or anyone in charge. I think its just the volunteers who run it.One time *** was upset at me for not telling her cats had runny stools. I said that I didn't know that was a problem and I assumed they were under a vettenarians care. She said it was way too expensive to have them looked after by a vettenarian. She said she expected us to tell her what was going on. I had no idea that I was supposed to examine their stools. I was never told to do that or what to look for. There were many cats there that *** be sick.

• Review fromPatricia G

  Date: 07/05/2024

  1 star

  Patricia G

  Date: 07/05/2024

  No one in ******* answered the phone for curbside. Hurt knee and an associate was at the door and never came to the car nor answered the phones. The parking lot hardly had any cars. Would not recommend.

  PetSmart

  Date: 07/10/2024

  Thank you for reaching out to PetSmart *************** We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to our management team for assistance. On 7/6, we emailed the Pet Parent at ************************* about their concerns and are still waiting to hear back from them. We acknowledge we were unable to get the pet parent their order before they left and understand how frustrating that was for the pet parent. We appreciate your patience and understanding while we worked to resolve these 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 ***********************

• Review fromBrittney F

  Date: 07/02/2024

  1 star

  Brittney F

  Date: 07/02/2024

  I would NOT recommend PetSmart grooming at the ******** meeting location! I have had my dog here for years, and after my most recent experience, I will never send her back! I have a 4-pound, 10-year-old toothless yorkie, and she has been getting groomed since she was a year old. I have never had any issues up until her most recent appointment on June 11, 2024. After her being there for over 4 hours with no phone call to say she was ready (which she has never taken longer than 2 hours), I decided to go get her. After already paying, I went to get my dog, and I was appalled by the condition of my dog when they brought her out. No one had informed me that there was an incident where they cut part of her ear to the point where a piece of the skin on her ear was hanging off. They handed her to me, and she was dripping blood! Needless to say, I was furious! I had to take her to the emergency vet, where they had to remove the piece that was cut by the groomer. The vet said there was no way that the groomer could have missed it because it would have bled a lot. PetSmart tried covering this up by not informing me and saying it was just a razor burn! I am at a loss for words about the way the situation was handled. There was absolutely no accountability taken! I am never the one to write negative reviews, but Im hoping this will bring a little awareness and prevent something from happening to someone elses dog.

  PetSmart

  Date: 07/09/2024

  Thank you for reaching out to PetSmart *************** We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to District Leader for assistance. On 7/5, the District leader emailed the Pet Parent at ********************* about their concerns. We are unable to further assist until we hear back from the Pet Parent. 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 ***********************

• Review fromPatricia Ann C

  Date: 06/21/2024

  1 star
  I took my 3 dogs to the PetSmart Hotel in ********, ** in June of 2024 to pick up at the end of the June. I received a call on 06/20/24 in the afternoon that one of my dogs was sneezing and a small amount of blood came out. She informed me that many of animals in the past got pneumonia and the dog may have it. I told her that all 3 of my dogs had flu shots but she insisted I pick all of my dogs up. I should have been told in the beginning of the pneumonia cases. I am also applaud that the dog had a flu shot and still asked to leave. That I should pick up all 3 of them since they hung around each other. I felt discriminated against when they had their flu shots, one was sneezing, and then I needed to take all of them. I will never bring any of my pets there again. *************************************

• Review fromVera M

  Date: 06/15/2024

  1 star
  I took my dogs in there to get groomed these people were rude and very unprofessional.They looked in my dogs ear and said t He has an ear infection and I explained that my vet just saw him and their response to me was if your vet is not doing the job then you need to find another. I said I'll call my vet and inform them and ask for meds then their response is he'll need to be seen. Then they said we can't make a diagnosis like that.I dropped them off and I was upset so I called the petsmart manager and she stated she wasn't and told me who was and I stated I'll call corporate and she asked what happened then all she did was defend her friend that is the manager over the grooming. Again I stated I'll call corporate Then as I was walking into my dentist appointment they called back and told me to come get my dogs right now that they don't want to groom them.She continues to say as I was talking I can't hear you and when I spoke louder she said stop yelling. I stated I'm not yelling I'm hard of hearing.I had to pay my dentist 200 to cancel my appointment and reschedule.I will NEVER return to any petsmart.

• Review fromDennis P

  Date: 06/08/2024

  1 star
  Bought a lot of fish from this place and will never step foot in this store again. Spent $74.00 in fish only to have more than half of them die within a week and take a lot of my 3 - 4 year old fish with them. Call the store and said to bring them back. Sure, I will bring the fish that ate them back, and we can squeeze them out of him. Said the store manager would call me. Never did! AVOID THIS STORE

• Review fromVicki W.

  Date: 05/31/2024

  2 stars
  In order to enter the store I had to go around a filthy dirty man laying on the ground who was propped against the wall with what looked like a dirty old ragged and ripped blanket. He wasnt wide awake, rather he kept sliding down the wall as if going to sleep. He was surrounded by litter, empty food cans, used tissue paper, and just dirty stuff. I thought to myself, why was a super reputable store allowing this as their standard. It made me very uncomfortable. But I let it go thinking the man would leave. Well, when I came back to pick my dog up from the groomers there were now 2 dirty men laying on the sidewalk, more garbage, and I was feeling less comfortable, and alot less gracious. This was Petsmart after all, they must not know what was growing just steps outside their door. Here's the problem: As I paid for the grooming, toy, and tip ($80.99+$15.00). I asked the young, tall, female associate if their was anything that could be done about the men sleeping, and hanging around right outside the door they were making me feel very uncomfortable. This was her response:"Oh yeah they stay. If you dont like it, you can go somewhere else."I was so shocked at this that I made no response. I simply took my dog and left the store, walking out of my way to avoid a potential problem with the men now collecting money on the sidewalk. I've been out of town and have given this much thought. I intend on publishing this review on an many sites as possible until this situation is resolved. Plus, I already have a new groomer lined up. Resolution looks like this:No one sleeping, lying down, hanging out on the sidewalk outside ******** entrance. No pan handling outside ******** entrance. Petsmart employees attend basic and advanced customer service training. The PETSMART employee who made the totaly inappropriate remark be reprimanded or let go.The Petsmart manager communicate to me in writing the steps taken to resolve this issue.