Complaints

This profile includes complaints 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

• 

  PetSmart

  3641 Truxel Rd. Sacramento, CA 95834

• 

  Petsmart

  2458 Central Park Ave Yonkers, NY 10710

• 

  PetSmart

  1236 Greenbrier Pkwy Chesapeake, VA 23320

• 

  PetSmart

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

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.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 wife and I recently become parents to a new puppy and was looking forward to purchasing a number of items for our newest family member. Unfortunately our experience with with PetSmart has been filled with headaches. We placed an online order (order number **********) on May 11th that include a "Snuggle Puppy" to help our puppy deal with ******************. Despite the item continuously shows as "in-stock" on the website throughout, the item has not shipped. We reached out to the customer service at least 5 times with them promising a status update that never materialized (and blaming the delays on their distributor). After the item being stuck "in processing" for 2+ weeks, we decided we can't wait any longer and asked the order to be canceled. Turns out that's also not possible as the CS agents indicated they can't do anything while the item is "in processing" status. And so the order continues to sit in limbo status. I have little faith the order will be fulfilled and decided to buy the item through a more reliable retailer.

  Business Response

  Date: 05/30/2025

  We are sorry to hear about the poor experience this pet parent had with their online order. We have partnered with our online department on this pet parent's concerns. 
  
  We emailed the pet parent on 5/27 at ****************** letting them know they would be refunded for this item. On 5/30, they confirmed via email that the did receive the refund.
  
  PetSmart values input from our pet parents and we hope to continue improving the overall experience.

  Customer Answer

  Date: 06/04/2025

  
  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,
  
  Ming-**** ****
  
   
  

• Initial Complaint

  Date:05/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 took my puppy Benji to get groomed at Petsmart at *******************************************************, on Wednesday May 21st 2025 at 10:00am . ********* J was the groomer. A few hours later , I got a call from ********* saying that Benji was very scared and peed himself and was crying, while on the phone I can hear him under stress and crying so much , I was so worried that something can happen to him , I rushed to pick him up , as I was pulling up i was so stressed out that I crashed my car in the parking lot. As soon as I got there Benji was literally shaking, his hair was completely shaved off and only thing left was the hair on his head , Her explanation was that he was matted and needed the hair to be completely shaved off. With no communication to me before deciding to shave his whole hair off. They tried to fix the haircut and shaved his hair in his face to make the haircut look equally which only made it worst because not only is he fully shaved now but he has ugly patches all over , making him look unhealthy. I went back to speak to the manager ****** the next day. I explained the situation and she didnt seem concerned at all. she offered a 50% off for next visit , which that was not a solution to something they did with not advising me before doing it. she then gave me a card to email corporate. I emailed corporate the situation and pictures their groomers caused to my dog. No response so far. I was not satisfied with this service at all, I only requested for a puppy bath and for a nail trimmed which they didnt even do because they said he was so stressed and they didnt have time to trim nails, so a full shave should have never been done in the first place because I didnt ask for it or authorize it!

  Business Response

  Date: 05/26/2025

  Thank you for contacting the PetSmart Corporate Office.
  We thank the pet parent for sharing their feedback so we can address their concerns as soon as possible and are sorry to hear about the poor experience this pet parent had with their grooming salon service. 
  We have partnered with the store leadership at the Barrie PetSmart store to discuss the pet parent's preferred resolution, and we offered the pet parent a full refund. The pet parent accepted via email. 
  We apologize for any disappointment and inconvenience this experience may have caused, but appreciate the opportunity to improve.

  Thank you,

  Dakota

  PetSmart Corporate Customer Care

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 name is Jasmine and I am a CNBC contributor, and I am writing this report because my dog sustained an injury by the Bather in the grooming salon. I took my dog Blue to Petsmart in ******** (****************************************) on 4/2/25 for an appointment to get a bath in the Salon. Like every other time I've visited I explained to the bather to ensure not to overextend my dog's back legs and to NOT grab her by the legs when picking her up because she has arthritis. I explained it would be ok to lift her under her belly only. I overexplained this because I noticed the person doing my check-in was a Bather and NOT a certified groomer, so she had no business working in the salon alone that day, as she made me wait 10 minutes to get checked in while she groomed another customer's dog--again, she was NOT supposed to be grooming any animals because she never got the formal training. When the Bather finally got up from trimming the hair of another dog she finally got up to do the visual assessment of my dog. As I was leaving the salon, I noticed she was sort of pulling at my dog like she was in a hurry. So I turned around and told her that all the other groomers know to be patient with my dog. So in an impatient attempt to take my dog to the back, she literally grabbed my dog under her belly and by her BACK LEGS and pick her up. My dog SCREAMED in pain and the groomer dropped her and my dog landed on her legs. I noticed her legs began shaking and then the groomer attempted to pull her again and made my dog belly flop on the floor! My dog could not move for several minutes. I demanded she go to get her store manager. The store manager did nothing but stare blankly! So I took my dog to my vet and sent the $182 vet bill to *** *****, and he lied and said he will send me video footage and will forward bills to Corporate, but I have not received any form of reimbursement. I have recorded phone calls, video footage from other customers, and witness statements from customers as well.

  Business Response

  Date: 05/27/2025

  We thank the pet parent for sharing their feedback so we can address their concerns as soon as possible. We have forwarded this concern to the District Leader for assistance. We first attempted to reach the pet parent at ************** on 5/23/25. 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:05/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 tried to use a gift card on Petsmart's website to order dog and cat food with subscribe and save. After speaking to a representative on 5/19 to get some support I was told that "We are not currently accepting gift cards for subscribe and save." I have a $50 gift card that was purchased by my wife that they will not accept for a product and service they offer. I want to utilize the service so I don't have to order food every month and get the small discount that's provided, but they refuse to accept my gift card that is for their business. No restrictions were disclosed for this when purchasing the gift card, nor are there any disclosures indicating this "policy" on the website. It even allows you to enter a gift card number, but says it is invalid, when it is not. Please accept our $50 gift card and allow us to purchase our animal food with subscribe and save to utilize the first time subscription promotion and the gift card we paid $50 for. Thank you!

  Business Response

  Date: 05/22/2025

  We thank the pet parent for sharing their feedback so we can address their concerns as soon as possible. 
  
  We are sorry to hear about the poor experience this pet parent had with their online order. We reached out to the pet parent and addressed their concerns.
  
  PetSmart values input from our pet parents, and we hope to continue improving the overall experience.

  Customer Answer

  Date: 05/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that although our order did have an outstanding amount not covered by the gift card which required placing another repayment method on file, we were able to get the gift card to work for the subscription service and pay the small remaining amount.
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 ordered the pet safe nano bark collar from petsmart. The collar shocked my dog when she wasnt barking to the point where it was inhumane to have her wear it. I contacted the manufacturer ******* directly 3 days after purchasing the collar. The company walked me through instructions to make sure that it was adjusted and situated correctly. I spent considerable time trying multiple configurations but all failed to prevent false triggers. We used the collar with it off for a time until the dog realized it no longer corrected her and started barking again. Reached out and yhey sent me three other collars, the first wouldnt turn on, the next they shipped to an incorrect address and the third still did the false shocks as the initial. The company contacted me and said that they wanted us to test out a new collar that they are coming out with because the same issue I was having had been repeatedly reported to the company so they wanted to send it to us to test out and review. They ended up not proceeding with the testing of a new collar. Because I was dealing directly with the manufacturer for nearly a year trying to resolve the issue and waiting on the new collar design I am now outside of the return window for the defective product petsmart is selling. I called petsmart and explained the situation and that the item they sold me was completely defective and they did not help and would not refund me the money I paid for a product they sold me that never worked correctly or was safe to use in the first place. The most they did after reaching out many times, going in person, etc. was offer me a $50 gift card. I paid good money for that collar: $106. I told them frankly I dont want the gift card because I have no faith in the products that they sell or the way they handle situations with customers. All I ever wanted was a collar that worked and now I am the one punished for trying to obtain that and am left with a useless collar and 106 dollar hole in my pocket.

  Business Response

  Date: 05/19/2025

  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 processing your refund and your experience with the store.  We apologize for any inconvenience this may have caused. We forwarded this concern to our customer care team for assistance, who was able to connect with the Pet Parent to address their concerns. 
  
  We extended and the Pet Parent accepted a full refund in the amount of $106.00 in the form of a gift card. 
  
  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.
  
  
  **************************************************************************** Team 

  Customer Answer

  Date: 05/19/2025

  
  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.  They have already performed the promised action and I am satisfied with the action. 
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 May 13, 2025, I visited the PetSmart location at ********************************** to return an item I purchased around March 10, 2025. The item was within a few days past the 60-day return window, but PetSmarts own posted return policy (both in-store signage and the printed receipt) clearly states that returns can still be processed after 60 days, typically as a merchandise credit. I would also note that the item is brand new and unopened.Despite this, the store manager was needlessly rude, condescending, and dismissive. When I pointed out the policy printed directly on the receipt, he continued to belittle me and escalate the situation. He repeatedly cited policy against me even though that policy supported my request and refused to consider the return or treat me with basic respect. He asked me to "read aloud" this receipt, which also stated they accept returns after 60 days. This behavior was not only unprofessional but completely unnecessary. I am a regular customer and was trying to resolve the issue based on PetSmarts own guidelines. I felt publicly embarrassed and disrespected.I am requesting a formal investigation into this managers conduct and for this complaint to be escalated to the district manager or corporate office. I am also requesting a follow-up on disciplinary action, as this is not an isolated case of a misunderstanding it was a case of intentional mistreatment of a customer following the rules.

  Business Response

  Date: 05/19/2025

  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 our 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 to address their concerns. 
  
  We extended our sincere apologies, and the PP accepted a $100.00 gift card.
  
  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.
  
  
  **************************************************************************** Team 

  Customer Answer

  Date: 05/19/2025

  
  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,
  
  Rukimani Pv
  
   
  

• Initial Complaint

  Date:05/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Placed an order online for some medication from my dog. Then realized it did not need it after all, so I immediately canceled the order. It showed online that the order had been canceled. Then a few days later, it said that my vet had confirmed the prescription, which didn't matter since I had canceled the order anyway, but they went ahead and shipped the order. When I got the email notification of the shipment, I replied with an email stating that the order was canceled, and they needed to cancel the shipment. I got the package anyway and I sent another email telling them to take the package back and refund my money. I was told that the order was processed before it was canceled, which is not correct. They told me they would not do anything about the transaction. I still have not opened the package, so it can be returned at any time. They need to take it back and refund my money. They should not have shipped anything for a canceled order.

  Business Response

  Date: 05/07/2025

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their recent online order experience and apologize for any inconvenience this may have caused. We forwarded this concern to our Online Team for assistance, who was able to connect with the Pet Parent to address their concerns.
  
  As a one-time courtesy for the inconvenience, a full refund of their pet's medication order was issued.
  
  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 Answer

  Date: 05/21/2025

  
  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

  Date:05/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 extremely upset and disappointed with my recent experience at PetSmart. Last night, my dog completely ran out of food. I placed an online order for curbside pickup at 5:18 PM at the ***************, ******************** location. It was for one single bag of food something that should not have taken long to fulfill. With a young child at home, I rely on curbside service because its not always possible to just get up and go. This location is now our only option since the nearby Pet Supplies Plus shut down. I was counting on PetSmart to deliver a basic level of service yet I received the "ready for pickup" email at 6:56 PM just four minutes before closing. That gave me no chance to make it there in time, especially since I live 18 minutes away. This isnt just an inconvenience, it directly affected my pet. Now my dog has nothing to eat tonight. He also has a sensitive stomach, so feeding him just anything isnt an option. This situation has left me scrambling to figure out what to do and feeling incredibly let down by a store Ive relied on for my pets needs. Its unacceptable that something as simple as fulfilling one bag of dog food took over an hour and a half, only to be completed at the very end of the day. This is not the first time PetSmart has been unreliable, but this will absolutely be the last. After I manage to pick up the food tomorrow, I will be switching to another retailer and setting up auto-ship with a company I can trust. PetSmart has lost my business. I truly hope this complaint is taken seriously, because no pet owner should be left in this position.

  Business Response

  Date: 05/08/2025

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible. We are sorry to hear about the poor experience this Pet Parent had with their online order.
  
  We have partnered with our Store Leaders on this Pet Parent's concerns. The Pet Parent was offered a full refund and their feedback regarding our online ordering process was shared with both the store and our senior leadership team.
  
  PetSmart values input from our Pet Parents and we hope to continue improving the overall experience.

  Customer Answer

  Date: 05/21/2025

  
  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

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Regarding the below store location; *************************************************************************************************************************** To Whom It May Concern, I am submitting a formal complaint against PetSmart regarding an unresolved issue with prepaid dog training services. Several months ago, we enrolled our puppy in the training program at PetSmart and successfully completed the initial puppy training course. At that time, we also paid in advance for the advanced training courses, and were told that we would be contacted to schedule them. Despite numerous months having passed, we have not received a single follow-up call or message to schedule the advanced sessions that we already paid for. Our dog is now over a year old, and as most trainers would agree, effective training becomes more difficult as dogs get older. This delay has not only been inconvenient but has also reduced the potential effectiveness of the training we were promised. We are incredibly disappointed in the lack of communication and follow-through from PetSmart. At this point, we feel we are owed either a full refund for the advanced course we never received or the immediate scheduling of the promised training sessions. We respectfully request that this matter be investigated and resolved promptly. Sincerely, ****************

  Business Response

  Date: 05/12/2025

  Thank you for reaching out to PetSmart Corporate Care.

  We thank the pet parent for sharing their feedback so we can address their concerns as soon as possible. We have forwarded this concern to our management team for assistance. We first attempted to reach the pet parent at ************ on 5/4/2025. Since then, we have made multiple attempts to reach out to this Pet Parent at ************ but have been unsuccessful.?We will be more than happy to further assist this pet parent with a refund once we get the necessary paperwork we require from the pet parent. However, we are unable to do so until we hear back.

  Thank you again for choosing PetSmart.
  
  Sincerely, 
  
  *****

  PetSmart Corporate Customer Care

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 ordered a bag of dog food from PetSmart only to find out that it was stale due to a tear and a piercing at the bottomof the bag which overtime made all the food stale.After feeding it to both of my French bulldogs, Ive noticed sluggish movement in their behaviors and vomiting, and also extreme constipation.After two days of feeding the food, I took the dogs to the veterinarian and found out that this was the result of stale dog food.I informed the operator over the phone of what it happened to my dogs health due to this problem caused by PetSmart once an issue of refund was made. I was told that it would take 3 to 5 days for me to receive the money back into my account. At this moment, I currently have no money to my name and I am awaiting to be paid from my work on Monday.I voiced this to the operator named Mikayla and then she passed it along to her supervisor named ********, but would not give me Angelikas last name to report when I had asked her.I asked courteously if Petsmart can accommodate me a bag of dog food to hold over my two dogs that had just had to go to the veterinarian with some dog food for the weekend so I can receive my paycheck and buy them more food seeing that I will not receive my refund to to 5 business days.All that was offered to me was a coupon for $10 off of $40 worth of purchase in store which makes no sense at all seeingthat my money is being held by pet Smart and due to their lack of care of quality control in dog food I had to endure a vet bill *** currently have no money to feed myself or my two dogs.What is right is right and what is wrong is wrong PetSmart is responsible for the quality control and I seek compensation now that they are not even willing to compensate me for a bag of dog food just to hold over my poor dogs after their vet visit which was caused by petsmart negligence!!