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

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  Pet Smart

  1206 Bridford Parkway Greensboro, NC 27407

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  PetSmart

  3641 Truxel Rd. Sacramento, CA 95834

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  PetSmart

  3585 N Shiloh Dr Fayetteville, AR 72703-5359

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  PetSmart

  1236 Greenbrier Pkwy Chesapeake, VA 23320

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:05/01/2025

  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!!

• Initial Complaint

  Date:04/25/2025

  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.

  We have adopted a bearded dragon and ball python, a year difference between. Both died within a month of adoption. I keep reptiles, and this is not normal, and alludes to probable cause of death to be related to petsmart. This NEEDS to be investigated. Reptiles/fish/birds are treated awful, and if this were an instance where humans were involved, petsmart would be disbanded. They should not be, and should never have been, allowed to sell pets for adoption.

  Business Response

  Date: 04/30/2025

  We appreciate the Pet Parent for sharing their feedback with us.

  The pet parents information was not found in our system. To review the concern, we must be able to verify where these adoptions occurred. We have made several attempts to reach the pet parent at ************** but were unsuccessful. We also sent an email to ************************** requesting them to get in touch with us. Once the Pet Parent contacts us, we will be more than happy to review this concern.

  
  We appreciate your patience and understanding while we worked to resolve these concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring our Pet Parents' satisfaction.
  
  Thank you again for choosing PetSmart.
  
  Sincerely,
  
  *****
  PetSmart Corporate Customer Care 

• Initial Complaint

  Date:04/16/2025

  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.

  4/2/25 Petsmart ***** Transaction was 3x with afterpay The purchase was never completed. I contacted Petsmart on 4/3/25 and they said they put in a tech ticket for it to be investigated. I have called numerous times and they have put in 3 issue tickets. It has already been 11 days since the order was placed. Afterpay emailed me saying they have attempted to contact Petsmart. I'm not understanding why Petsmart is making things so difficult if the transactions didn't go through on their end but did on afterpay.

  Business Response

  Date: 04/21/2025

  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 online order team for assistance. On 4/17/2025, we communicated with the Pet Parent via email at ******************************** about their concerns. 
  
  We offered the PP a $50 gift card for the inconvenience and delay. Additionally, we escalated this issue to the appropriate internal team for expedited processing. The release of these funds should be reflected within 3 to 5 business days.
  
  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.
  
  
  Sincerely,

   

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

• Initial Complaint

  Date:04/15/2025

  Type:Sales and Advertising 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 purchased e-gift cards on two separate occasions in the amount of $125 each. Those purchases qualified for bonus e-gift cards of $15 each. The purchase e-gift cards work. The bonus e-gift cards do not which seems like happens a lot with PetSmart. I would like replacement cards that actually work so I can use them. I use PetSmart for all of my pets needs but I do not have to.

  Business Response

  Date: 04/17/2025

  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 customer care team for assistance. On 4/16, via email we communicated with the pet parent about their concerns.
  
  We extended and the pet parent accepted a $50 gift card.
  
  We appreciate the patience and understanding of the pet parent while we worked to resolve the 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 your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future.
  
  Sincerely,
  
  *****
  PetSmart ***********************

• Initial Complaint

  Date:04/06/2025

  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 pets medication is lost in the mail and petsmart is denying that it is lost and declining to replace the medication. This is MEDICATION that is life saving for my dog and cost over $170. They are also declining to follow their stated policy in issuing a refund or replacement.

  Business Response

  Date: 04/08/2025

  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 the online order. We apologize for any inconvenience this may have caused. We forwarded this concern to our online order team for assistance, who was able to connect with the Pet Parent on 4/6/2025 to address their concerns. 
   
  We extended and the pet parent accepted a full refund for the order. We also provided the pet parent with the updated tracking information and confirmed the refund had been processed. 
   
  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. We thank the pet parent again for choosing PetSmart and hope to serve them again in the future.
   
   
  Sincerely,

   

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

  Customer Answer

  Date: 04/10/2025

  
  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,
  
  *** ******
  
   
  

• Initial Complaint

  Date:03/31/2025

  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 work rescuing only Betta fish, and close friends own fish store. I have rescued over 40 Betta fish. About 30 have been from Petsmart and I have spent over 5k in tanks and supplies at Petsmart as a result in just over the last 2.5 years. I went into the Petsmart Store # **** in ***************************, on 03/17/25 @ 3:15pm to check the Betta fish conditions. Yes, I was specifically looking for one that might be sick, since this is one of the stores that do not take care of them. Found one, he clearly had swim bladder and was floating on his side on top of cup. Classic signs. I have a cell phone picture journal to show anyone who is interested in dates and his condition. Brought him up to counter and MOD or acting manager was called. She proceeded to open his cup top and poke her finger several times up and down into the cup, which of course scared the fish and he swam to get away. She said "Nope he is fine, he is healthy and i am not giving you a discount he is perfectly healthy". *Never in 2.5 year and over 28 Colorado Petsmart stores visited, have I ever seen anything like this, ever.* Your employee is clearly comfortable with scarring the Betta fish and not caring about them. Definitely not someone who is believable as a Petsmart caring employee. She might be great and dependable but this behavior is clearly offensive to anyone who likes fish and spends money at Petsmart facilities. I am filing this complaint in hopes of getting someone's attention to correct the issue, which clearly she has done before. And in summary, yes he had swim bladder, it took 10 days to rehab him and now he breathes heavy (probably due to **** damage from water conditions) but he seems fine now. Anyone who shops at Petsmart should be aware of how they treat the animals 'behind the scenes'. Petsmart Store # ****, ******************************************.

  Business Response

  Date: 04/07/2025

  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 our Store Leadership team for assistance who has attempted to reach the Pet Parent at ************, but have been unsuccessful in connecting with them.  We have gone ahead and provided the Pet Parent a refund for the amount they paid for their Betta and also want to assure the Pet Parent that the health and well-being of all pets in our care is our utmost priority. We do our best to ensure that any pets in our care that show signs of illness are tended to as soon as possible.
  We will be more than happy to further assist this Pet Parent with additional questions or concerns they may have, but are unable to do so until we hear back.

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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 am writing to formally lodge a complaint regarding an unacceptable and discriminatory experience I had at one of your store locations. I visited the store with the intention of purchasing a fish after driving over an hour to get there. Unfortunately, I was met with resistance and unfair treatment by an associate who outright refused to sell me the fish, despite the fact that I explained I was fully prepared and knowledgeable about the requirements for a same-day cycling process.The associate claimed that same-day cycling was very hard, implying that I lacked the necessary knowledge or ability to do it correctly. I am well-educated in fish care and the proper techniques for cycling a tank, yet I was still denied the opportunity to make the purchase. This refusal was particularly concerning, considering that I observed several dead fish in the stores tanks, which calls into question the stores own handling of aquatic animals.What is most troubling is that I am left to believe that this refusal may have been influenced by bias or discrimination, as I felt that I was being unfairly judged and treated differently. Such assumptions about my ability or knowledge, especially when I had demonstrated that I was informed and prepared, were both condescending and unwarranted.I am extremely disappointed by this encounter.

  Business Response

  Date: 04/03/2025

  Thank you for reaching out to PetSmart Corporate Care.
  
  We appreciate the pet parent's feedback, as it helps us address their concerns promptly.
  
  To assist the pet parent, we need more information. We first attempted to contact them at ************ on March 31, 2025. Additionally, we sent an email to ********************* on 4/3/2025, requesting them to provide a convenient time for us to call.

  
  We would be more than happy to connect with the appropriate team to assist the pet parent with available options and resolutions. However, we are unable to proceed until we hear back from them.

   

  Sincerely, 

   

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

• Initial Complaint

  Date:03/26/2025

  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 brought my baby to get groomed on Christmas Eve, he went to a different Petsmart location because ours didnt have any availability. After leaving the grooming salon I noticed my baby pawing at his eye and whimpering. I immediately called the grooming and asked to speak to the groomer to see what was used because it seems like my furbaby was having an allergic reaction, I was immediately escalated to the manager instead ? The manager stated that the usual Petsmart shampoo was used and nothing was different so I should just wash his eyes to see if that helps and call back. I washed my furbabys eyes (already ruining the grooming job) and shortly after he was still whimpering, pawing, and his left eye was beginning to close. Im panicking about it and go to the vet, they did an eye stain test and flushed it out, and determined something was wrong with his left eye as he had inflammation and apparent irritation.They gave him meds, an injection, a collar, and sent him home . I called Petsmart and let them know this, they basically said sorry and that was it. They also mentioned Id be getting a call from the store manager. I never received a call from the store manager and had to call corporate TWICE . Corporate stated they didnt contact me because it was determined that nothing was wrong with the dog I asked how did they determine this, corporate stated because of our vet Petsmart NEVER ASKED FOR MY VET INFORMATION. And the vet the corporate employee named was a vet I hadnt used in YEARS . So they clearly LIED ABOUT IT . A day later I was reached out to by a store manager, he said they couldnt do anything but offer free grooming from their salon. I declined because why would I go back to that specific salon after what happened and just requested a refund. Days later and no response! I eventually requested a refund, and later received an email that Petsmart was CLOSING MY ACCOUNT? An account with 100s of points and an account Ive used for 7 years ! DISGRACEFUL

  Business Response

  Date: 04/01/2025

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible. We had previously come to a resolution about the Pet Parent's poor grooming experience that took place back in December of 2024.  In addition, the Pet Parent's concerns regarding the account deletion are still in the process of being reviewed and worked on.  We  appreciate the Pet Parent's time and patience while we work to address their concerns.  PetSmart values input from our Pet Parents and we hope to continue improving the overall experience.

• Initial Complaint

  Date:03/21/2025

  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.

  Good Morning,I am contacting you because two bags of Purina Pro Plan dog food I purchased from PetSmart have been found to be infested with maggots. I filed a complaint through the Petsmart customer care form on the website, and although I feel this is worthy of contact from a corporate employee, as I am considering filing a claim, I received a phone call from my local Petsmart store manager. For as kind as he was, this is not an adequate response to a complaint of this Kind so please do not make him call me ******** two dogs have been unwell for months and I didnt know why, they were lethargic, avoiding their food, vomiting, diarrhea, had incredibly bad breath and had bouts of swelling in their faces. One case of swelling was so severe in my senior dog that I had to bring her to the vet. My family and I just could not understand what was happening. A few weeks back I noticed that there was some sort of white crust forming on some of the piece of food and when I looked online I found HUNDREDS of people claiming that it was maggot larva and when the food pieces were broken oven there were life bugs Inside and sure enough THATS EXACTLY WHAT I FOUND! (See attached video and photo). This explains why my dogs have been so sick! My older dog is almost 12, she handled it the worst, and what makes it so awful is shes not just a family pet but serves as a service animal for my autistic son. This means that the time the dog was ill not only caused my family emotional and financial distress, but directly impacted the care of my special needs son.I am so appalled and disturbed at the negligence on the part of PetSmart to allow this to happen not only to us but to so many others! I intend to pursue this and hold PetSmart accountable, I trusted you to provide a high quality form of nutrients and instead you poisoned my pets! This is disgusting!******** ********

  Business Response

  Date: 04/09/2025

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their purchase of the Purina Pro Plan Complete Essentials Shredded Blend Dry Dog Food.  Our Store and District Leadership teams have ensured that a quality check of the inventory at our Pelham PetSmart store has been completed to make sure that the remaining product on our shelves has not been compromised.
  
  We have connected with the Pet Parent to address their concerns. We have ensured the Pet Parent is aware that they can file a claim with Purina directly and have issued the Pet Parent an eGift card in the amount of $150 to compensate them for the food they had purchased and inconvenience experienced.
  
  We appreciate the Pet Parent's patience and understanding while we worked to resolve their concerns and are glad to hear their pets' are on the mend and doing better.  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.