Petsmart customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Petsmart.

Leave a Comment
Viewing Petsmart customer service reviews 1 - 25 out of 119
Next »
26
Feb

Posted by KWANISHA DAJE


on 2/26/24 at 11:57AM

Petsmart Is Trash, They Do Not Spcialize In Dogs At All. I Brought My 4 Pound Yorkie To Get A Groom, They Half Cut Her And Then Told Me There Was Nothing They Could Do Because Shes Moving Too Much (mind You Ihave A Friend Who Says Her Dog Bites People And They Continue To Groom Her For Years) This Is My Dogs First Time Being Groomed And Im Sure She Was Scared, But Who To Bring Her To? Other Than The Best Pet Place In The World? Yea Right Petsmart Is A Scam!!!! They Do Not Care, They Are Tacky And I Cant Believe They Sent My Dog Back Half Cut, After Theye Are Suposed To Be The Dog Go To. They Lady Said To Me "we Can Refer U To Some Private Groomers Because We Dont Have The Harnests And Tools We Need To Continue Her Cut" What??? You Dont Have The Tools? But Arent You A "dog Groomer?" Make It Make Sense, I Will Never Spend Another Penny In Raggedy Ass Petsmart. They Can Never Touch My Dog Again, I Hope They Get Shut Down In The Days To Come.

12
Mar

Posted by Peggy


on 3/12/23 at 7:45PM

Hello. I am writing to compliment the store in Pottstown Pa. Since the manager Brian has been working at this store,he has been very helpful
In locating different needs in this store, and the store is well supplied and very clean and organized. We All Appreciate the Pride that he demonstrates everyday in this store. And he creates a strong family environment with his team workers in this store.Thank Him Please...Very Much Aporeciated. Peggy Zesotarski.

12
Sep

Posted by Anonymous


on 9/12/19 at 12:37PM

I will never shop at petsmart again!!! Your phone service is the worst I have ever tried.

07
Sep

Posted by Kc


on 9/7/19 at 10:49PM

Ww want to complain about the rude and poor service of short haired girl cashier at petsmart west valley.we love to shop there but that girl has an attitude problem.she always gives customers a poor service very unprofessional

24
Jul

Posted by d


on 7/24/19 at 6:02AM

My service dog jean Louis has been getting regular monthly groomings with you at Tatum & Shea, Phx, since I got him at 10 months and he is 5 now. He has always been shaking uncontrollably when I bring him in to you though this behavior is not for anywhere else...and was assured he is fine and no worries.I picked him up in December and came home to find this groom was not finished and he was actually cut on his anus muscle at 2:00 location as explained by the vet. He is still suffering when he goes to the bathroom as he cries when he poops and avoids it as long as possible, even after it is healed. The issue I have with you and your company is NO RESPONSE AT ALL OR ACCEPTANCE OF THE REALITY NO ONE FOLLOWED PROPER PROTOCOL....the LEAD manager GARRET, was informed and given all copies of the $600 bills for this injury by the manager I met in June, since I hoped this was finally healed. NO ONE WILL GIVE A WRITTEN RESPONSE AND THE VERBAL IS YES, WE HAVE GIVEN ALL TO THE SAFETY TEAM, YET AGAIN NOTHING FROM THE SAFETY TEAM. IT IS NOT JUSTIFIED TO TAKE MONEY AND WHEN A PROBLEM HAPPENS TO IGNORE OR FLEE. PLEASE RESPOND to info immediately. The store has all my info to share with you. dated July 24, 2019 7am

04
Jul

Posted by Carla123


on 7/4/19 at 7:12PM

Extremely unhappy I have been using PetSmart hotels for a long time and I book suites for my dog online. I booked for starting July 3 and when we arrived all suites were taken and was told there is a problem with the online reservations system. I had them call to see if I could take her to another Petsmart hotel with a suite none available the people on phone with our hotel suggested we find a vet at 8 pm to board her which is crazy. My dog is nervous and does not do well with a lot of noises which is why I always reserve the suite. The ladies knew when I came in and one said I knew one should have been saved for you. I had the choice of canceling my trip and losing money or leaving her in the 4x4 cage. Not sure if I will use Petsmart hotel again after this. We are worried about her. NEVER ISE THEIR ONLINE RESERVATION SYSTEM YOU MUST CALL THE SPECIFIC HOTEL which I was unaware of.

13
Mar

Posted by None


on 3/13/19 at 12:45PM

Just went shopping at the Petsmart #0420 store. Cashier 580616 never says hi or thank you. I can't understand that. Retrain, retrain, retrain. It makes you not want to go there and spend your money. Thank you.

16
Jan

Posted by vivian


on 1/16/19 at 9:18AM

I purchased a puppy training course for my Rottweiler, because the seller in the store in Ponce PR, guaranteed that they will accommodate my needs due to my working irregular schedules. So far there is not such a accommodations, I been in the store couple of times asking when can I bring the dog and they never can do it on my time. I requested my money back bit they told that they do not refund the money, so what? Are they going to keep my money? almost $100, and I don't want them to refund the money to my card, just let me use my money in food or anything not to give it away to them just because...someone please respond

07
Jul

Posted by Jobless Americans


on 7/7/18 at 7:54AM

Back in September of 2017 the Moorestown NJ store on Nixon Drive (store in question) came under a new store manager (L'erin Gaines and assistant store manager (Amanda). Corporate knowingly transferred one Mr. L' erin Gaines from the Fairless Hills, PA. store due to mistreated employees threatening to all quit if he remained employed there. Knowing such an awful tyrant of a person is in charge of people's livelihoods and careers, corporate desides to transfer him to the Moorestown, NJ store location. It didn't take long at the new location in Moorestown that Mr. Gaines continued his tyranny and threatening ways towards the employees that were working there for months and even years. It didn't take long for Mr. Gaines to force employees and managers alike to quit, resign, walk out or get fired. His tyranny and very poor management continued for a better part of 8 to 9 months upon arriving. Why would corporate back a store manager knowing that he has a history of being a major problem, just to cause it elsewhere? This is why a petition and grievance soon will be done in place of over a dozen employees and managers that lost, forced to quit, walked out on or gotten fired while Mr. Gaines was the store manager at the Moorestown, NJ location.

Solution????? Yes, an investigation should be done immediately. All employees/managers that were abused by this man and forced out of their livelihoods by him should get their jobs back or offered so if they want it.

23
May

Posted by Anonymous


on 5/23/18 at 10:14AM

Hello, my name is Linda Petty. I took my dog Harper, a cockapoo ti be groomed. Well 20 mins after I dropped him off someone from the grooming department called me and said they were taking him to the emergency vet doctor because his ears were red and he became very upset. They said they were removing hair from his ears. Then the vet doctor called me ten minutes after that and said your dog is here and he has a black eye. I s Asus what do you mean. The groomer said his ears were red and he reacted bad to them removing hair from inside his ears. She said your dogs ears are fine but they bought him here for his eye. I was very upset because the groomer at Pet Smart didn't tell me the real reason they took him to the emergency vet doctor. The doctor told me Harper needed two medications. One for pain and one for infection. So the groomer picks Harper up from doctor. They call me and tell me Harper is back and do I want them to finish grooming him. I said he he okay, cause I dont understand what happened. The girl on the phone began talking about eyes drops and the bath tub. I said well what happened to his eye. They said they didn't know. I said well have the manager there because I need to understand what happened to Harper. When I got there the manager said Harper had a blood vessel burst in his eye. I said how did that happened??? They said they dont know. So the manager paid for the grooming bill. My Harper is off white in color so you can see the injury and he has to have medication for seven days. I'm very disappointed and confused. This Pet Smart is located in Commerce Michigan on Haggerty and 14 mile. Looking forward to your response and help in this situation. I didn't call the news in my city. Thank you . Linda Petty is my name and I am Harpers owner.

17
May

Posted by Shelter Dogs For Veterans


on 5/17/18 at 7:04PM

Shelter Dogs For Veterans, Inc.
1711 John Teem Road
Talking Rock, GA 30175
706-299-8854
www.shelterdogsforveterans.org
[email protected]
TAX ID # 46-3481571



May 12, 2018


Pet Smart Corporation
19601 N. 27th Avenue
Phoenix, AZ 85027-4010

To Whom It May Concern:

My name is Sharon Callan. I am a certified, professional dog trainer.

I am the President/Trainer for Shelter Dogs For Veterans, Inc. We are a 501c3 nonprofit that pulls dogs from Kill shelters and trains them for veterans suffering from PTSD (Post Traumatic Stress Disorder) and TBI (Traumatic Brain Injury).

Today, May 12, 2018 at 2:30 pm. I was with a group of individuals with six (6) dogs who are training to be Therapy Dog and Service Dogs. It was their graduation day prior to taking the Canine Good Citizen test. We were at the Pet Smart located at 1810 Cumming Highway, Ste 12, Canton, GA 30114. I also had my Service Dog, Pepper, with me. We had the dogs there to SHOP for treats, harnesses, toys and food for the dogs for a job well done. We also wanted to socialize them. I had just completed a class at my facility and still had my work shirt on that said Paws Be Good on it with my name badge that said Trainer. Not one of the dogs with us caused any kind of a scene, barked, growled or made a noise. All were quiet, sitting or lying down and quietly as they had been instructed and trained to do so months before.

When we entered the store I told everyone to go to the back of the store to start so we were not in anyone's way. We all stopped in the back briefly by the dog grooming area. I told everyone to put their dog in a sit and focus. We were chatting with each other for a minute before we started shopping. The next thing I know, a man in a blue shirt waved at me from about five feet away and said Can you come over here so I can talk to you?' I had no idea who he was. He didn't introduce himself. I approached him and the first thing he said was You are going to have to leave, we already have a trainer here.' I was stunned and looked at him. I had no idea who he was or what he was talking about. I then noticed the Pet Smart emblem on his shirt. I assumed he worked there. I didn't know what to say. I told him we are just here socializing our dogs'. He then again said We already have a trainer here' I said Yes I know, we are only socializing our dogs, some are service dogs. We were going to shop too.' He then said our trainer is training right now, we have a trainer here.' I still didn't understand what this had to do with us. He then pointed to an older woman who was walking with a young man and a dog down one of the aisles. I am very familiar with the store as I have shopped there many times. The store's training area is up in the front left of the building. He then asked me How long are you going to be here?' I responded to him we will be leaving in about 30 minutes'. I figured that was how long It would take everyone to purchase their items. He said to me No, you have to leave now we can't have this kind of thing going on'. I was so shocked and embarrassed. We didn't do anything wrong. I then told everyone we needed to leave. They ALL heard the conversation between this man and myself. As we were leaving, I said to the others I would be shopping in Dalton from now on. Everyone else said to him that they wouldn't be shopping there any longer either.

As I was leaving I realized I didn't even know who this man was. I went back on my own and asked his name. He said it was Hugh Everett. He still did not indicate his status or that he was an employee. The only way I knew that he was an employee was that he was wearing a Pet Smart shirt. I asked him are you the manager.' He said Yes'. I said OK, thank you' I immediately turned to leave. He started following me and again said If you had contacted us earlier we could have worked something out'. I didn't know what he meant. Do all your customers have to ask permission to come in with their dogs and shop? I thought dogs were welcome in Pet Smart. Are other dog trainers not allowed to come in your stores with people who happen to also be their clients to shop or socialize their dogs? Once again, we were there to SHOP and socialize our dogs. We were having a fun outing the day of their graduation. I said to him these are service dogs in training, I didn't know you were training service dogs here.' He continued to follow me and he said if you had contacted me we could have worked something out, but you just want to attack me.' I had no idea what he was talking about. At no time did I ever raise my voice or say anything negative to him. He was the one that continued to follow and harass me. Everything I have written above is factual and how it transpired. There are five (5) other witnesses that heard it all. They were as dumbfounded as I was over what occurred. They all commended me on my calmness and professionalism.

You can rest assured I will never enter that store again nor will I ever send another individual there to shop. I have sent hundreds of clients and individuals to your store in the past. I will let everyone know how you treat other trainers and customers. By the way, two of the individuals with me were Veterans with their dogs. I sure hope you don't treat all veterans this way.

Sincerely,

Sharon Callan, CDT, ABCDT
CEO/Trainer
Shelter Dogs For Veterans, Inc.
Formerly Paws Be Good, Inc.

17
Dec

Posted by Anonymous


on 12/17/17 at 12:37PM

The new Pet Smart on HH Island is short on customer service but large in attitude and arrogance.

05
Oct

Posted by T


on 10/5/17 at 3:19PM

I have been trying since Saturday evening of last week to obtain a direct contact in the corporate office of Petsmart. NO ONE in customer service, online or via phone can provide me with this information. Interesting. I received a reply from customer service that included only the mailing address for customer service. I send another reply which says they do not have direct contact information but also gives me a link that should tell me that information. Really? you can send a link but not the information? By the way, the link was to a news article posted by 'TotalRetail' announcing the resignation of the CEO. Does not help me now, does it? Can someone provide a direct email or fax number to the office of the CEO or must I put everything on social media to air it out?

30
Apr

Posted by Mary ann


on 4/30/17 at 6:56PM

This is about your recent commercial about petsmart. I would like to speak to someone about it cause it's very discerning to me. Can someone contact me about this commercial. Thank you

22
Apr

Posted by Teri


on 4/22/17 at 7:31AM

So, I get up at 5 AM this morning so that I can have my dog fed and ready to go for her grooming day appointment at 8 am at Petsmart on Remcon. I get over there, I'm walking in front of the store, my phone rings - it's 7:50. I see that it's Petsmart and figure since I'm already here, let me just go in, then I have to call them because the front door is closed since they're not open for business in the store. The lady comes to the door and says "oh my gosh..." we walk in and she tells me Valerie, the groomer that was supposed to groom my pet, has called in sick, she literally just called in sick at 10 minutes till eight. The girl tells me she called me right away. As if that's not bad enough, the girl tells me that there's another dog waiting for Valerie that they "have to take care of" and she has to reschedule my pet. First of all, this is a poor management. To call in sick at 10 minutes till eight knowing you have appointments waiting- that says it all.

13
Dec

Posted by Badass


on 12/13/16 at 10:39PM

Tonight, 12/13/16, I shopped for the first at Petsmart located at 1660 Camino de la Reina, Unit D, San Diego, CA.92108. It is the last time I will ever shop there. There was one check out open, the cashier had to call the manager several times in order to get a special code to process my discount. While waiting, a long line formed, so she had to open up a second check out to check customers out, while I waited for the manager. I am traveling tomorrow, so did not have the luxury to go elsewhere. I waited for over 15minutes for the manager. When she arrived, she did not even acknowledge me, much more apologize for keeping me waiting. The cashier thanked me for waiting and checked me out. I was furious!! If these are the discourteous and insensitive individuals Petsmart hires and trains as managers, God help us all! I will never, ever set foot in a Petsmart store again.

20
Nov

Posted by Anonymous


on 11/20/16 at 9:26AM

I have been taking my dogs to the PetSmart groomers for at least 11 years in Huntsville, AL. (Carl T Jones location) In most cases we have received very good service. Today though,one the groomers,Megan, was very rude to me on the phone and then proceeded to be rude to my husband when he dropped off our dog to be groomed. She was angry because she insisted that our appt was for 9am and we were late. My husband had set the appt for 10:30. Her poor attitude bothered my husband so much that he returned to the store and picked our dog back up without getting groomed. He also spoke to the manager and he seemed uncomfortable and didn't really say anything. Megan continued to be adamant that she was not acting rudely but continued to make snide remarks. The only response the manager made was that he was sorry. We will not be returning and will not recommend your services to others.

08
Nov

Posted by Jill


on 11/8/16 at 12:46PM

Open letter to PetSmart PetSmart: When you have the ability to possibly reunite a dog with its family why would you not want to make that happen? My daughters dog ran off 4 days ago and she has done everything possible to try to find her. She received a call from someone at Pet Smart Concord saying that someone brought in a dog matching the description to see if she had a chip. But by the time those a in the know knew that had happened she had left the store. My daughter later was told that the manager either personally knows this person or has access to at least a phone number and email address. My daughter went to see this manager and after getting caught in a number of lies, he told her he "would not get involved". My question is, why not? Why would you not reach out if you had the abilty to do so and pass along my daughters info to this person? Why do you even work in a pet store? I guess it's just a job for you! But, for dog lovers that are missing a part of their family any glimmer of hope means everything in getting that family member home. To add to their pain, last night my daughter received a call from someone at the store telling her essentially to back off. What the is that all about? Is intimidating your customers and employees how you handle things now? Or did this sorry excuses for a pet store manager put one of his employees up to that in the hopes of bringing more hurt onto this family that is already hurting? I am someone that has had dogs most of my life, as well as a Cat or two, some fish and I currently have 3 rescues who are part of my family. I have spent a lot of money at Pet Smart and you have seen the last of that. I hope my pet friends will share this post with everyone they know and understand that PetSmart and PetSmart Corporate could care less about you and your pet. The employees only care about there paycheck and Corporate only cares about profit.



Like Ã?Æ?�Ã?â??Ã?· Reply Ã?Æ?�Ã?â??Ã?· 8 October at 19:46





..











Tiffany Coubal















Tiffany Coubal Open letter to PetSmart PetSmart: When you have the ability to possibly reunite a dog with its family why would you not want to make that happen? My daughters dog ran off 4 days ago and she has done everything possible to try to find her. She received a call from someone at Pet Smart Concord saying that someone brought in a dog matching the description to see if she had a chip. But by the time those a in the know knew that had happened she had left the store. My daughter later was told that the manager either personally knows this person or has access to at least a phone number and email address. My daughter went to see this manager and after getting caught in a number of lies, he told her he "would not get involved". My question is, why not? Why would you not reach out if you had the abilty to do so and pass along my daughters info to this person? Why do you even work in a pet store? I guess it's just a job for you! But, for dog lovers that are missing a part of their family any glimmer of hope means everything in getting that family member home. To add to their pain, last night my daughter received a call from someone at the store telling her essentially to back off. What the is that all about? Is intimidating your customers and employees how you handle things now? Or did this sorry excuses for a pet store manager put one of his employees up to that in the hopes of bringing more hurt onto this family that is already hurting? I am someone that has had dogs most of my life, as well as a Cat or two, some fish and I currently have 3 rescues who are part of my family. I have spent a lot of money at Pet Smart and you have seen the last of that. I hope my pet friends will share this post with everyone they know and understand that PetSmart and PetSmart Corporate could care less about you and your pet. The employees only care about there paycheck and Corporate only cares about profit.



Like Ã?Æ?�Ã?â??Ã?· Reply Ã?Æ?�Ã?â??Ã?· 8 October at 21:41





..











Cheryl Wilson Jenkins















Cheryl Wilson Jenkins Open letter to PetSmart PetSmart: When you have the ability to possibly reunite a dog with its family why would you not want to make that happen? My daughters dog ran off 4 days ago and she has done everything possible to try to find her. She received a call from someone at Pet Smart Concord saying that someone brought in a dog matching the description to see if she had a chip. But by the time those a in the know knew that had happened she had left the store. My daughter later was told that the manager either personally knows this person or has access to at least a phone number and email address. My daughter went to see this manager and after getting caught in a number of lies, he told her he "would not get involved". My question is, why not? Why would you not reach out if you had the abilty to do so and pass along my daughters info to this person? Why do you even work in a pet store? I guess it's just a job for you! But, for dog lovers that are missing a part of their family any glimmer of hope means everything in getting that family member home. To add to their pain, last night my daughter received a call from someone at the store telling her essentially to back off. What the is that all about? Is intimidating your customers and employees how you handle things now? Or did this sorry excuses for a pet store manager put one of his employees up to that in the hopes of bringing more hurt onto this family that is already hurting? I am someone that has had dogs most of my life, as well as a Cat or two, some fish and I currently have 3 rescues who are part of my family. I have spent a lot of money at Pet Smart and you have seen the last of that. I hope my pet friends will share this post with everyone they know and understand that PetSmart and PetSmart Corporate could care less about you and your pet. The employees only care about there paycheck and Corporate only cares about profit.

Very disappointing Petsmart!!



Like Ã?Æ?�Ã?â??Ã?· Reply Ã?Æ?�Ã?â??Ã?· 12 October at 15:26





..











Jill Argabright















Jill Argabright I hope this makes people quit going to the PetSmart at Afton Village. The manager is a piece of He does not belong in a store that is for pets and pet lovers. I'm going to post this any other place I can so everyone will know what he did. Lets see how much you like this part Mr. Manager. Karma is a and I'm going to make sure you get your share and maybe more.

06
Nov

Posted by Petsmart fraud


on 11/6/16 at 7:30PM

I bought a gift card for Petsmart and they are refusing to accept it online. I called the customer service number and spoke with Andrew. He was no help at all. He gave me conflicting answers and when I asked for the corporate number he told me there isn't one. All he would tell me is that they are not accepting gift cards online and I could get a 15% discount if I used a different form of payment even though I had already spent over $70.00 for my gift card which apparently is now worthless. No apologies or explanations from Andrew.

18
Oct

Posted by Anonymous


on 10/18/16 at 7:57AM

I would like to advise your company about a encounter I had with your manager Mrs Ashley at your Owasso location. Mrs Ashley went out of her way to help and save me money this morning. She represents your company the way employees should! I would like to say thank you for hiring employees like her, and a big THANK YOU to her! I will continue to get ALL my pet needs at petsmart!

03
Oct

Posted by Anonymous


on 10/3/16 at 12:43PM

My wife went into a Petsmart Belligham Massachusetts. I was treated in a very rude manner. I asked an employee if they carried if they carried Seresto collars. The employee (looked like the manager) answered if you don't see it we probably don't have it. There was not a single customer in the store. My wife then went to the cashier and asked her. The cashier said let me walk you over to that department. The apparent manager then yelled at the cashier. My wife left, came home and ordered the product on Amazon. (4 collars $165) Way to go and insult a customer.

30
Sep

Posted by Anonymous


on 9/30/16 at 9:21PM

Oh my goodness I have sent four 4 email to petsmart and no response my dog was injured while having her grooming I took her in august. But why am I repeating myself no one contacts. Jasmine too my complaint on 9/23 nothing happend..called on 9/29 call dropped I was doing a follow up with Devon...called back to reach him the lady said she would give him my number to do a call out. Call the store manager and he basically made me feel like it is my fault and not petsmart and the grooming manager was not in although talking to her in August wasn't informative at all she gave no pet policy of injury time frame nor explain company liability in this case only to bring my dog for her to take a look..upset as I was I thought no cool off and let those unprofessional be. Well it got to the point that my dog is lick this one paw too much and pull away as I try to touch it so my concern made me reach out to what has been a nite mare with this process. This is horrible staff has lied ..staff don't know how to accomenate a customer I mean do I need to drive to the cooperate office with my dog. Oh wait let me tell my story to my local news team maybe they could help.

10
Sep

Posted by Anonymous


on 9/10/16 at 3:02PM

Made an appointment for 7 am and arrived early. Was told it would be 3 hours before she would be done. After 3 and a half hours i went to check on the status of my dog and they had not even touched her. My dog is 13 years old and she was kept in a kennel this whole time. When we asked for a manager, she was very rude and short with us we were told they were doing the best they could. They were very uncaring or even concerned about how they treated our dog. We immediately took our dog and left. This was very cruel treatment on their part. If I could give them a 0 rating I would. We will be contacting the general manager of this store and their corporate office concerning this matter. Please dont subject your pet to this kind of treatment.

03
Sep

Posted by Anonymous


on 9/3/16 at 5:20PM

I would like to share my experience at the Pet Smart on Brick Blvd in Brick NJ. We are frequent shoppers here as we have many pets in our home. The staff is always helpful and polite and offer assistance to load our Car. Today's visit was even better. Anne went above and beyond helping us with an outside shelter. She delivers great customer service and I want to make sure you are aware of this exceptional employee. Thank you .

28
Aug

Posted by Anonymous


on 8/28/16 at 1:40PM

Been a regular grooming customer for a long time. Always have had Joann. Had my 2 dogs groomed today..sunday..was charged 10.00 more.
Was not informed there was a weekend charge or that grooming fees has gone up this week. The manager of the grooming salon supposedly groomed them but she never acknowledged me or informed me of any increases at all. NOBODY SAID A WORD. Poor business...store manager was poor customer service and didn't care. WILL NOT go back and will encourage anybody I know to do the same.The cashier didn't know anything when I questioned her. When I called grooming salon, no help at all. I am furious!!!

Viewing Petsmart customer service reviews 1 - 25 out of 119
Next »

While You're Here...
  • Add new companies
  • Update listing information
  • Rate a company
  • Leave your comments
  • Link a YouTube video