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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  PetSmart

  12375 SW Walker Portland, OR 97225

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  PetSmart

  250 Grossman Dr Braintree, MA 02184-4954

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  PetSmart

  1201 Barbrajordan blvd Austin, TX 78723

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  Pet Smart

  3413 Virginia Beach Blvd. Virginia Beach, VA 23452

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:02/13/2024

  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.

  I brought my dog to the groomers today in the ******** ******* store (*****************************. My dog is 12 years old and has been groomed at PetSmart for years in different states. This store by far is the worst store ever. The employees whom I came into contact with including the Manager were completely rude. I was told that I would be charged additional money because my 14-pound senior dog was hard to handle. I told them that I had never told them this before or rather I never received a report upon picking her up about this issue. I told them I would pay but we would find somewhere else to go. Then the employee proceeds to tell me she does not feel comfortable grooming my dog. This is unacceptable, and this is not the first time this place has been difficult.

  Business Response

  Date: 02/15/2024

  We appreciate the Pet Parent for sharing their feedback with us. 
  At PetSmart we believe in "Anything for Pets."  Part of this viewpoint means turning away valued business if it is beyond the expertise of our groomers. The decision to discontinue grooming their pet was for the safety of their pet and based on concerns over the pet's health and behavior.
  Our Leadership team has spoken with the Pet Parent about this and has made them aware of the reasoning behind the decision and recommended future grooming services be performed by one of our more experienced groomers.
  We appreciate the Pet Parents patience and understanding while we worked to address their concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring their satisfaction. We thank the Pet Parent again for choosing PetSmart and hope to serve them again in the future! 

  Customer Answer

  Date: 02/24/2024

  
  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,
  
  Dkissy *******
  
   
  

• Initial Complaint

  Date:02/11/2024

  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 adopted a cat, all shots, spayed, etc. well she isn't fixed properly because she keeps going into heat. I have contacted PetSmart, ***************************, ******** sanctuary to no avail. I need money from these since she was not spayed correctly she has to have vet appointments now. And surgery again.

  Business Response

  Date: 02/13/2024

  We appreciate the Pet Parent for sharing their feedback with us.  After partnering with Store Leadership, our Store Leader confirmed they have previously spoken with the Pet Parent regarding their concerns and recommended that they reach out to the Carolina ********** the rescue they adopted their cat from, for the *************** due to this being outside of PetSmart's purview.
  
  We appreciate the Pet Parents patience and understanding while we worked to address their concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring their satisfaction. We thank the Pet Parent again for choosing PetSmart and hope to serve them again in the future! 

• Initial Complaint

  Date:02/10/2024

  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.

  Date of Transaction: 1/20/24 Order Number: ******** Amount Paid: $55.74 I placed this order online, on 1/20/24, requesting that all items be sent to my home address (**************************************************************************************). Shortly after, I received an email that 2 of the items were available for me to pick up in the store (2 hours away). I immediately called customer service. I knew that I had marked all items to be shipped to me because I do not drive and do not live anywhere near a Petsmart store.I spoke with a CS rep, named *****. She informed me that the reason the 2 items were sent to the store was because they were not available to be shipped. I told her I could not pick them up at a store and to please cancel them.***** then informed me that 2 other items (the ************** toy) were also out of stock. She asked if I still wanted the order or if I wanted to cancel the entire order. I told her to cancel the entire order. The next day I received notice that the order had shipped...minus the two items that ***** had told me were unavailable. I decided to go ahead and take the shipped items.On 1/23/24 (3 days later), I received notice that the clicker had shipped. This was one item that I had been told was out of stock. It was now several days past my cancellation and I no longer wanted it. I have since ordered another one from another company. I tried to get my money refunded then but was told I had to wait until it was delivered. I still haven't received the item....21 days later.I have been trying to get my money refunded from ***************************** continue to give me the runaround. They have given me multiple excuses as to why they can't refund me, making me continue to wait.I cannot seem to get anyone at Petsmart to investigate this to see that I did cancel it before it shipped & that I should not still be waiting for a refund. I have not received this item. I canceled it before it shipped because they told me it was out of stock. I simply want my refund.

  Business Response

  Date: 02/16/2024

  Hello, 
  
  We have taken note of their concern and have escalated it to the appropriate team for assistance. We attempted to reach the Pet Parent  but were unsuccessful. However, we left a detailed voicemail for them and also sent an email requesting to get in touch with us.  We will be more than happy to come to a resolution once the Pet Parent contacts us. We kindly request a bit more time for the Pet Parent to get in touch with our team.
   
  We appreciate your patience and understanding. At PetSmart, we are committed to providing exceptional customer service and ensuring our Pet Parents' satisfaction. 
  

  Thank you again for choosing PetSmart.

  Sincerely,

   

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

   

  Customer Answer

  Date: 02/20/2024

  
  I finally received a refund from PetSmart about 4 hours after I filed this complaint. I told them I had filed the complaint and they finally answered me back four hours later, issuing me the refund.
  
   
  

• Initial Complaint

  Date:02/05/2024

  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.

  On Tuesday February 23rd I took my dog Copper ****** to PetSmart on ************** ******** ************** for a grooming. Upon picking him up I noticed a huge pink and color nip about the size of a quarter on his right side. I didn't call PetSmart back that day because the groomer had left for the day when I picked him up. I was so upset about this injury till I felt it was better for me to file a complaint than to get into a confrontation with the groomer I am 74 years old and prefer to handle things legally. I would like to receive compensation for my dog's injury in the amount of $200 payable from the groomer for her neglect and her lack of compassion to contact me about the injury. I have been going to PetSmart for over 6 years with my dog and never had any problems from any groomer in the three different states that I have received PetSmart care for my dog. This is unacceptable behavior from a groomer and must be dealt with appropriately. Thank you my daughter's let me know you know he was present but you are present she's right off to me well like you never came to the softball game so my defense from my

  Business Response

  Date: 02/08/2024

  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 grooming salon. We apologize for any inconvenience this may have caused. We forwarded this concern to store leadership for assistance. On 2/7/2024, we spoke with the Pet Parent at ************ about their concerns. 
   
  We extended and the Pet Parent accepted a full refund for the grooming service. We also offered to have the Pet seen by the Banfield vet but the Pet Parent declined. 
   
  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 *********************** Team 

   

  Customer Answer

  Date: 02/09/2024

  
  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:02/02/2024

  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.

  Day: 01/31/2024 Amount paid: $118 Disappointing Grooming Experience in PetSmart ***************** **. ***** *************. *******, ** ***** My god is my animal support son with Autism and when I took my Goldendoodle to Petsmart for a grooming session requesting a teddy **** cut.I left extremely dissatisfied with the outcome. They shaved my dog almost to the skin without prior authorization.My son got a emotional crisis when he saw his dog and couldn't recognized her and fronn yesterday 02/01/2024 my dog has itchy and her skin is red and. Today I need to purchase medicine and visit the veterinary.We are so disappointed with this services

  Business Response

  Date: 02/09/2024

  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 District Leader for assistance. On 02/8/24, we spoke with the Pet Parent ************ about their concerns. 
  
  We extended and the Pet Parent accepted a complimentary groom at their next appointment.
  
  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, 

  Lyssa

  PetSmart Corporate Customer Care

• Initial Complaint

  Date:01/29/2024

  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.

  PetSmart allowed someone to purchase item off my credit card onto using my PetSmart account. Charging me money I cant afford to pay. I dont own any fish and you charged and sent me fish tanks

  Business Response

  Date: 01/29/2024

  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 negative experience with their PetSmart Account. We apologize for any inconvenience this may have caused and have forwarded this concern to our Account Support Team for assistance. On 01/29/24, we spoke with/ the Pet Parent at *********** about their concerns. 
  
  We have taken security measures and cancelled the unauthorized order and noted a password reset.
  
  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, 

  Lyssa

  PetSmart Corporate Customer Care

• Initial Complaint

  Date:01/28/2024

  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 contacted Petsmart ************* Team regarding an issue with food I ordered. The food had some damaged cans int he package. There were three (3). I sent photos to them because I wanted them replaced. I was given a Case Number ********. On January 20, ****, I was contacted by a customer specialist rep named ***** and she advised me on a phone call that she would replace the box of food.I was subsequently emailed the following:Subject: U.S. ******** reship item in order Dear ******, I am sorry to heart that this item came damaged during shipping. As we talked about order the phone I have set up a reshipment of this item. I will gladly have a replacement shipment sent. A replacement shipment typically takes 1-2 business days to be fulfilled once processed and ships out with the same speed the original order was shipped with. This replacement shipment, of course, is at no additional charge to you. You will receive a confirmation email once the new shipment leaves our warehouse that will include tracking information. I appreciate your patience and understanding as we correct this situation. Thank you for contacting PetSmart *************; tell your pet babies. I said hello! Sincerely,**************PetSmart ************* I contacted ********************** on January 28th after not receiving the shipment to find out that they instead refunded me $5.35 for the three cans - no contact, no one called/emailed me to say they changed the resolution.I'm not trying to make a huge deal but customer service continues to give me different information. They will not honor what the specialist rep advised me the resolution would be.

  Business Response

  Date: 01/30/2024

  Thank you for contacting PetSmart Corporate Care.
  
  We appreciate you taking the time to share your feedback with us. We are sorry to hear about your poor experience with the autoship order and we apologize for any inconvenience caused. On January 29th, ****, we had a conversation with you at ************ to address your concerns.
  
  As a resolution, we offered and you accepted a reshipment of a case of the food as well as a $50.00 gift card for the inconvenience caused. We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please do not hesitate to contact us.
  
  At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you for choosing PetSmart, we hope to serve you again in the future!
  
  Sincerely,

   

  **********, PetSmart *********************** Team 

  Customer Answer

  Date: 01/30/2024

  
  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:01/26/2024

  Type:Billing 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 received a birthday reward for my pet this month that I tried to use but the offer wouldn't activate then I found out I had a negative point balance. I reached out to customer service that said I had activated another birthday reward in the previous year and 500 of the points were used to enter a sweepstake but since not all the points were redeemed they took the **** points off my account giving me a negative balance. I was told all the points have to be redeemed at once which makes no since as to how some of them were used to enter a sweepstake that I don't even remember entering. I was told I need to make purchases to get out of the negative on my account before I can activate any birthday offers, rewards or sweepstakes. This would be around $65 I would have to spend to get out of the negative when i shouldn't have a negative balance to begin with. For birthday rewards you get **** points which equals $2.50 in rewards. I received **** in 2023 then they said I redeemed 500 for a sweepstake entry but they took **** points from my account after the birthday reward expired since 500 points were not used leaving me ****.

  Business Response

  Date: 01/30/2024

  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 experience with their PetSmart Loyalty Account. We apologize for any inconvenience this may have caused and have forwarded this concern to our Account Support Team for assistance. On 01/29/24, we attempted to contact the Pet Parent at ************ about their concerns but were unsuccessful. We left a voicemail and followed up with an email.
  
  We have corrected the Pet Parent's Treats balance and should reflect on their account in the next ***** hours.
  
  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, 

  Lyssa

  PetSmart Corporate Customer Care

• Initial Complaint

  Date:01/23/2024

  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 purchased a gift card for $100 When my daughter in law tried to redeem it the computer in the Petsmart store showed a $0 balance (side note, the store was having computer issues at the time, per the store manager)I have tried REPEATEDLY to resolve this issue, with multiple phone calls to customer service but it seems to be to difficult for this company to resolve NEVER AGAIN will I shop at Petsmart

  Business Response

  Date: 01/30/2024

  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 your gift card and our customer service team. We apologize for any inconvenience this may have caused.  On 1/29/2024 we spoke with the Pet Parent about their concerns. 
   
  We extended and the PP accepted a new gift card for $100.00.
   
  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 *********************** Team

• Initial Complaint

  Date:01/22/2024

  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.

  Hi, I would like to speak with a member of corporate regarding racial discrimination at your PetSmart ******** *** location (***************************************************). In December, I attended an adoption event hosted by PetSmart and purchased some supplies for my new puppy. Since this was my first dog, I asked one of your sales rep to assist with suggestions, which he reluctantly gave. In fact, he made me feel like I was such a burden, that I felt obligated to tip him $20. I am a person of color, so I took offense to his audible sighs, making me wait as he assisted Caucasian customers who came after me, etc. A few days after taking my dog home, I realized that I didnt need all of the items that were suggested to me and made several attempts to return some of them. Why several? Because the store employees REFUSED to accept the return and wouldnt provide valid reasons. Im talking BRAND NEW items never used and the employees were sat giving me the run around. At one point, a female implied that I was trying to scam them via a return. I literally exited the store crying because I was in such shock. Who do I escalate this to? The next step is for me to file a formal complaint with the ** ************************* ** *************************, etc. Im even weighing my options to pursue this further in small claims court. Im a walking professional, and your employees assuming the worst of me jeopardizes my reputation and career. Whos to say a fellow colleague of mine wasnt in the store and overheard what was being said?! Do your employees not think before they speak?! I want this resolved ASAP. I would like the opportunity to return the items for a full refund back to the original form of payment.

  Business Response

  Date: 01/29/2024

  Thank you for contacting PetSmart Corporate Care.
  

  We appreciate you for sharing your feedback with us. We are sorry to hear about your poor experience with the in-store return and the way you were treated. We apologize for any inconvenience this may have caused. We have forwarded your concern to the store team for assistance. On January 29th, ****, we spoke with you at ************ to address your concerns.
  
  We extended our apologies to you and informed you that you could visit your local PetSmart store where the staff will be more than happy to process the full return to the original form of payment. Additionally, we extended an offer of a $40.00 EGC as an apology for the inconvenience caused.
  
  We appreciate your patience and understanding while we worked to resolve your 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 *********************** Team