Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my dog ***** in for a haircut on 1/23/25. I was told the cost was $90. I had asked if the groomer available had experience with *******. They assured me yes she did. The first three pictures are of the haircut or hack job ***** recd. The 4th picture is what I asked for, her original haircut from a groomer who had experience. The 5th picture is of her winter thick coat. The groomer took all her hair off in the middle of a freeze. Not even tail hair left on. Uneven cut. When I dropped the dog off, they called immediately to say that ***** had matting on her head. I said yes, I am aware and that is why I brought her in to give her a haircut. The matting was only on her neck, chin area and top of head where her hair was very long. Her collar causes matting around her neck area. They never mentioned an added ***** de-matting fee. She said that they would have to cut her hair almost to the skin because of the matting. I said it's okay for her neck and head area but keep her body hair at the original cut because it is way too cold out. It was in the 20's and 30's that week. When I went to pick her up I was shocked at her appearance. When I rec'd the bill, I was even more shocked. The groomer told me her whole body was matted, which is a big lie. There was no matting on her body what so ever. I pet my dog daily and would know if she was matted on her body. She was not. I asked to speak to the manager and the only thing she could say was "I understand". I told her, I don't think you do. Not only did I not get the haircut asked for, I had to pay an extra $50 and was not told about it. I emailed a complaint to PetSmart Headquarters. I rec'd a response within a day stating that if I did not receive a call within 48 hrs, to call the number provided. I was connected to the manager of the store that once again said, "I understand". Why would headquarters send me right back to the store manager who did nothing in the first place?

  Business response

  02/03/2025

  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 Salon. We apologize for any inconvenience this may have caused. We forwarded this concern to our *********************** Team for assistance, who was able to connect with the Pet Parent to address their concerns. 
   
  We extended and the Pet Parent accepted a $50.00 gift card for the fee charged at the PetSalon. Additionally, we forwarded the Pet Parent's concerns to the District Leader as feedback for the store.
  
  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

  01/28/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 1/27 I placed an order online for a bath and brush grooming service for 10:30 on 1/28. I received an email notification confirming the time and service ordered(attached). When I arrived the technician attempted to up sale to the next level but I told her just the bath and brush this time. She printed a page and highlighted where to sign, which I did without reading. When I arrived to pickup my dog the additional service was charged. I told the groomer thats not what I ordered or what we discussed. The grooming mgr said the system must have picked up from the last time I was here. I replied not my fault but she said I signed the contract and had to pay. I spoke to the store manager, showed him my order but his response was you signed the contract even though I had my email order and the groomer agree in we had that conversation.

  Business response

  02/03/2025

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience during their recent salon visit and apologize for any inconvenience this may have caused. After partnering with store leadership, they were able to connect with the Pet Parent to address their concerns.
  
  We extended and the PP accepted a refund for the package cost that was added on to their pets grooming service.  We also want to assure the Pet Parent that coaching and feedback will be given to the associates involved to ensure situations like this are not only prevented but handled more efficiently and gracefully in the future.
  
  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.

  Customer response

  02/06/2025

  
  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 spoke with the assistant manager and he promptly issued the offered credit and he assured me that the issue has been addressed. At this time I will consider this complaint resolved.
  
  Regards,
  
  ****** ****
  
   
  

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/25/25 placed an order over $50 thinking I was to get $10 off and did not. I called the 888 # & spoke with a ******* who was very nasty after holding for 22 minutes before she picked up. She asked for my email address, then asked for the order # when the email address shows her everything. That took another 7 minutes before she placed me on hold again. Then she tells me once I told her I was going to file this complaint that it's my prorogative which I already know that as a consumer. She started calling me ******. I said Ms. ****** she said like I said ****** hold ******. She sent me a virtual card of $10 but I wanted to place another order for dog food and the system still not removing $10 off $50 as advertised. She stated all I can do is pay for the item and call back and get PetSmart to give the $10 I should receive when placing the order. ******* was very nasty and rude. She does not need to be answering PetSmart calls at all.

  Business response

  01/30/2025

  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 the ************* Team for assistance. On 1/26, we sent a gift card and coupon to the pet parent for their inconvenience, after the refund was processed. On 1/27, via email we communicated with the Pet Parent ************************** about their concerns and confirmed the refund was processed and the gift card was sent with the coupon. 
  
  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.
  
  Thank you again for choosing PetSmart.
  
  Sincerely, 
  
  *****
  PetSmart Corporate *************

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Jeffersontown groomers put our dogs on a no book order even though the websites states "to rebook call the location." When we did that the groomer said she was unable to book on her end and would need a manager to call us (1/22/2025). The general manager called (1/23/2025) and told us we were on a "no book order" due to our dog's behavioral issues. However, Coal is 15 years old and is very docile and they have never had any issues with him UNTIL the last encounter when the groomer refused to finish his grooming session because he had a sore near his eye. No one said anything about Oreo (who is only 1 years old) except for his VERY FIRST groom they said he nipped at them (which was the Westport Store). Well he was only 5 or 6 months old. PetSmart is our Secondary grooming location so this does not keep us from getting our dogs groomed. We have only had the nipping response from the Westport Store - ***** has NEVER reported that. However, the nipping report and Coal's eye issue was discussed with my husband on both occasions who voiced his concern and issue with their reports. Instead of blaming the dogs, the issue is more than likely they did not like my black husband reporting his very direct issues with the staff. But instead of stating their issues with the patron they want to blame dogs. I want someone to from the location to admit their bias toward the patron and remove my dogs from a no book. Even if we NEVER go back there which we more than likely will not for anything. It is unfair to my dogs and my family that the store lacks communication and is outright LYING about the issue. THe issue is the black man voicing his concerns not a 15 year old DOCILE dog who is literally on his death bed nor a one time nipping puppy.

  Business response

  01/30/2025

  Thank you for reaching out to PetSmart Corporate Care.

  
  We have acknowledged their concern and have escalated it to the appropriate team for assistance. We are currently reviewing the matter to ensure we can thoroughly address the Pet Parent's concerns. However, we would appreciate a bit more time to complete our research so that 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

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did a pickup order to the closest petsmart for dog ******* for my xl dog. I ordered the xl ******* and was charged $20 for it. I got my pick up took it home open it and went to give it my ill dog and saw it looked weird. I look at my package and its ******* for small dogs which is cheaper in price. I called the store and they will not give me my $6 back unless I return the item WHICH I ALREADY OPENED!!!! So because of the employee who cant read or just dont care to give the customer the right product, they want me to drive 40 min ONE WAY to return an item they screwed up on to give me my money back or do what since the product was opened! Thats the worst customer service ever to be over charged and the store makes the customer drive out of their way to fix it. Ill spend more in gas, lose my overtime work today if I do that. So Im forced to keep a product I didnt want and was overcharged on.

  Business response

  01/24/2025

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their recent in store order pick up and apologize for any inconvenience this may have caused. We forwarded this concern to our Store and District Leadership teams for assistance,who was able to connect with the Pet Parent to address their concerns. We extended and the PP accepted a full refund for their order.
  
  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

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an email from PetSmart advertising a contest for a free phone. I clicked on it and looked for it under rewards. I accidentally clicked on an obligation to donate rewards points to ************************. This is not a reward or coupon. I want to opt out of this obligation. What upsets me is I feel this was a shady bait and switch tactic to trick me into making an unwanted donation. This option to donate should not be listed under rewards but separately. Thank you

  Business response

  01/27/2025

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their recent digital experience while attempting activate one of our giveaway offers. We forwarded this concern to our Online Team for assistance, who reached out to the Pet Parent via email on 01/21/2024 to address their concerns. As a show of good faith and for the inconvenience experienced, we were able to successfully award ***** Treats Points back to the Pet Parents account.
  
  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

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Complaint Against PetSmart - ********, ** Location Date of Incident: 1/16/25 Nature of Complaint: Improper return denial and unprofessional behavior.Complaint Summary:I contacted PetSmart customer service before visiting the ********, ** location to confirm the return process for two unopened bags of Purina Gastroenteric dog food and one unused Seresto cat collar. I was told I could receive a refund to the original payment method with a receipt or merchandise credit without a receipt. Based on this, I drove 40 minutes to the store.When I arrived, the store manager refused to return the unopened dog food, claiming it was "medication." I explained it was purchased 2-3 weeks ago, and staff had confirmed a 30-day return policy. My dog is on hospice, and his vet switched him to a kidney care diet, which is why I needed to return the food. She later admitted it was within the return policy but refused the return because her store doesnt carry the product, telling me to go to another store.She also refused to accept the unused Seresto collar despite being told by phone I could return it for merchandise credit. When she tried to find my receipt, her system showed a server error, but she refused to assist further.When I asked for corporate contact information to file a complaint, she gave me the number for PetSmart.com customer service, misleadingly claiming it was corporate. She also implied my complaint would go nowhere except an email to her and that the email will do nothing. Her behavior was dismissive and unprofessional, causing unnecessary stress while I care for my dying dog.Resolution Requested: A full refund or merchandise credit for the unopened dog food and unused Seresto collar as per PetSmarts return policy.This experience has caused significant frustration during an already difficult time. I trusted PetSmart to provide accurate information and respectful service, but the ******** location failed to deliver on both.

  Business response

  01/27/2025

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience while attempting to return their pets veterinary diet food and apologize for any inconvenience this may have caused. We have partnered with our store leadership and ************* teams and ensured that coaching and feedback has been provided to ensure situations like this are handled more efficiently and gracefully in the future.  As a sign of good faith for the inconvenience the Pet Parent experienced, we issued an eGift card and coupon to the Pet Parent.
  
  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.

  Customer response

  01/31/2025

  
  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 consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a dog collar on 12/18/2024. When checking out I was told I have $14.00 reward points. At that time, I asked the checkout clerk if I would get a refund if the collar did not fit. I was told I could. I was charged $11.89 (total with $14.00 rewards being used). The collar did not fit. I went back the next day, 12/19/2024. My credit card was refunded the $11.89 (as expected). I asked about the reward amount, $14.00, if it was to be credited back to my PetsMart account. I was told NO. I spoke to the manger, a female, and she said that was store policy. When I initially asked about a refund when I purchased the collar, I was never told the $14.00 rewards would not be credited back to my account. There is NOTHING on the receipt stating that either. A few days later I received an online survey from PetsMart asking about my most recent purchase. I told of the issue on the survey. On 12/26/2024, I received an email from ****** ****** stating that he would be glad to speak to me about this. I have emailed back to ****** 2X asking when a good time would be to talk to him. I have NEVER received a response. I would like to have the $14.00 rewards placed back on my PetSmart account. It took a lot of "spending" at PetsMart to earn the reward amount.

  Business response

  01/15/2025

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their recent return and apologize for any inconvenience this may have caused. 
  
  We were able to connect with the Pet Parent to address their concerns.  As a show of good faith, we re-issued the equivalent of $14 worth of Treats Loyalty Points, back to the Pet Parent's account.
  
  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.

  Customer response

  01/16/2025

  
  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

  01/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have taken ***** to be groomed for years at PetSmart in ***********, on Tuesdays. In November his appointment was, I believe at 11:30 a.m. Told when to come back I was sent away two or three times. I saw dogs brought in and leave during this time. The last time I went in ***** was the only dog left and STILL wasn't done. He was ready at 4:30p after the manager went in the salon and spoke to the groomer. This meant 5:00 traffic and I didn't him home until 5:15. All this made me late for a meeting I was hosting at 5:30 p.m. Absurd. The manager comped the grooming and handled it well. Of course I wouldn't use Brier Creek again.Two days ago I received a $20 off grooming coupon to be used by the end of January. ****, right? When I tried to sign up for an appointment at *********, it now says to call. When I called it says ***** can't stand. ***** has never been an issue and can easily stand, I have watched them groom him many times and did the last time. HE WAS THE LAST ONE THERE! I believe that a vindictive groomer, who got in trouble, added these ridiculous notes so that he can't be groomed at any PetSmart. Yesterday I called Brier Creek and asked for a manager. A woman said she was one, but for some reason I doubted it. After hearing the store she said she'd call back and, of course, didn't. Today I called and reached the one who helped on the five hour grooming day. She said she'd talk to the girl. This nonsense should never have happened.Two days ago a text came in for $20 off grooming yet it's gone, probably my fault. The manager said she'd put $20 off in the notes. It'll be very hard to get a grooming day before the end of January because they're always booked so it might be pointless.

  Business response

  01/08/2025

  Thank you for reaching out to PetSmart Corporate Care.
  
  We appreciate the Pet Parent for sharing their feedback with us and are sorry to hear about their poor experience with our PetSalon. We apologize for any inconvenience this may have caused. We have forwarded this concern to our Store and District Leader to address the issues raised by the Pet Parent.
  
  We have added a note to the Pet Parent's account to honor the coupon, removed the "do not book" restriction, and scheduled a new appointment for 1/14/2025.
  
  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 the satisfaction of every Pet Parent. We thank the Pet Parent once again for choosing PetSmart and hope to serve them in the future!
  
  Sincerely,

   

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

  Customer response

  01/08/2025

  
  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

  01/04/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered online from Petsmart a $50 gift card to be sent to my address on December 4 as of yet I have never received it. I have sent them many inquiries through email talked with a representative yesterday January 3 and was informed that they have been sending me e-card gift card which I have not received and I am not able to pull up on my emails that they have been sending me. She then informed me that there was nothing else that they could do and they cannot refund my $50 since it is a gift card again that I have never received. I have forwarded them the emails they have been sending me asking them to help me find the * card gift certificate and Ive heard nothing back again. I paid $50 and have not received any thing. I can confirm that the $50 has been charged to my bank on December 4. I have also left the confirming order number below. Can you please help me with this issue thank you.

  Business response

  01/09/2025

  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 1/9, we contacted the Pet Parent about their concerns. 
  
  We offered and the PP accepted a replacement e-gift card. 
  
  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 Corporate *************

  Customer response

  01/10/2025

  
  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,
  
  ****** ******
  
   
  

*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. ↩