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

  4010 S Bolger Rd Independence, MO 64055

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  PetSmart

  1015 Taylor Rd Gahanna, OH 43230

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  Petsmart

  2347 N Telegraph Rd Monroe, MI 48162

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  Pet Smart Corp

  11200 Fountains Drive North Maple Grove, MN 55369

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:10/09/2023

  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.

  8/1/23: A grooming appointment for my dog with **************** ****** B intentionally ground all nails on my dog, to the quick, tearing a dew claw on the right front paw. The right front paw became infected and I had to take my pet to the vet, The vet lanced the infected rt front paw and discovered a toe nail. This action was intentional, as ************** is a seasoned groomer and would have stopped grinding after the first nail was ground to the quick. ****** proceeded to grind all nails to the quick.8/5/23 I noticed my dog favoring her paws and then discovered the damage done by **************, groomer 8/8/23 Dog taken to the vet, where the infected right front paw was discovered and treated.**************************, ****************************************************** 815-729-1555 8/8/23 Filed a complaint with corporate of PetSmart. Assigned number CALL0255815, assured complaint would go to higher *** (complaint was regarding the intentional injury to my dog's nails)8/10/23 Higher up (do not know man's name) contacts me. I explain injuries to my dog's nails by seasoned groomer **************** Higher up assures me bills will be paid.************, I am asked to speak to store manager ******************* 8/14/23 I speak to ******************* about the intentional injuries to my dog's nails by seasoned groomer ****************** explained the need of a ***** care for my dog's injuries. I am assured by *******************, all bills will be paid.. send bills to ********************************* Bring to the attention of ******************* ************ 8/15/23 Return to Vet. Vet had to aspirate the rt front paw. Given more antibiotics.8/17/23. All bills sent ******************* to M0424@petsmart ,com Never received a response 9/3/23 Resent all bills to *******************. With no response as of 10/5/23 I want to be reimbursed for:8/1/23 Groomer $53 , nail grinding $15 (had to pay to have all nails injured)8/8/23 Vet bill $75.50 8/15/23 Vet Bill $56.50 II want resolution> *****************************, store manager *******************, salon manager ******

  Business Response

  Date: 10/20/2023

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with our PetSmart ******** services. We apologize for any inconvenience this may have caused. We forwarded this concern to our District Leader for assistance.
  
  On October 12, we extended and the Pet Parent accepted a $200 reimbursement check. We are still waiting for the check to process and ship and will reach out to the Pet Parent as soon as it is received.
  
  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,
  
  Lyssa
  PetSmart ***********************

  Customer Answer

  Date: 10/20/2023

  
  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:10/07/2023

  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.

  I purchased a 12lb. bag of *********************** Ingredient ********************** dog food at the ********** location. My dog refused to eat the food (which he has never refused before). Turns out, the dog food expires in a week! Ridiculous. Im really upset that I spent $52.99 on a bad of dog food that is supposed to last 2-3 ********** expires in only a week. I would like a refund so I can buy my dog a fresh bag of dog food that doesnt expire in a week. The phone number associated with my account is ************

  Business Response

  Date: 10/09/2023

  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 in-store purchase. We have partnered with our Store Leader and was able to confirm that a refund was issued on 10/09/23 for the item the Pet Parent reported as expiring soon. We apologize for the disappointment this has caused. PetSmart values input from our Pet Parents, and we hope to continue improving the overall experience.

• Initial Complaint

  Date:10/03/2023

  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.

  Left my Shih Tzu dog for grooming on October 3rd 2013nin Petsmart location in ********** **. I received a call request an approval for fleas shampoo, muy dog never goes out and no fleas at home, for extra $10 I was force to approved due a rejection if don't pay. I was already uncomfortable and when I picked up my dog had an injury due a visible shave by the neck (probably number cero electric ****** by accident) if they admitted the accident I would understand but they always denied and manager was not professional at all and scream and curse over the phone, I don't think that a big corporation can hire someone with that attitude, I don't want any refund or credit, just for the corporation to filter hiring process and don't have employees representing the store like this.

  Business Response

  Date: 10/11/2023

  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 services. We apologize for any inconvenience this may have caused. We forwarded this concern to store leadership for assistance.
  
  We have made several attempts starting on 10/6/2023 to reach the Pet Parent at ************ but were unsuccessful. We also sent an email on 10/6/2023 requesting them to get in touch with us.  We attempted to reach the Pet Parent on 10/10/2023 and were finally able to leave a voicemail but as of today we have not heard back from the Pet Parent.  Once the Pet Parent contacts us we will be more than happy to resolve the issue.
   
  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 *********************** Team 

• Initial Complaint

  Date:10/02/2023

  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.

  2 weeks ago I made appointment with Petsmart ********* *********. I was told vaccine expired. Understood. Had my dog vaccinated, went back to the store to make appointment. Appointment was scheduled in person for October 2, 2023 according to my schedule.On October 2 received a reminder for appointment on October 4. Never booked appointment on October 4. Why it is happening??? I would like to know. And for sure I wont be booking any appointments with your company in the future But why paying those lazy employees that just sit in that pet salon and doing nothing. You should review their work performance. Especially this ***** . Lazy

  Business Response

  Date: 10/09/2023

  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 the scheduling of their grooming appointment. We have forwarded this concern to our store leader for assistance. We first attempted to reach the Pet Parent at ************* on 10/04/2023.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 *** work for them in this situation but are unable to do so until we hear back.

• Initial Complaint

  Date:09/25/2023

  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.

  In May of 2023 I signed up for Beginner 6 week training in ************ ** for my Corgi puppy. The first session was on 5/21/23 with ********. On that date she didn't really do any training, she just told us what the training was all about and showed us a few tips about the leash. There was another dog in the training that was out of control and kept barking and distracting my dog. The next training session was not until 6/4/23. The other dog in the training was the same one that was in the first session and was barking and out of control which was also very distracting to my dog. We did a little bit of training that day which included ***** and Reward". Then ******** had us walk down the store aisle and showed how to walk our puppy on leash and give him treats. That training was only for 50 minutes even though the training was supposed to be for one hour..I am very disappointed in the training that was provided that I paid $124.00 for. I was not told that the training would be in the store in an 8 x 10 square or that there would be other dogs there. There was supposed to be 4 dogs in the training but ******** said the others didn't show up. Had there been 4 dogs in that square there is no way we could have all been in the training at the same time. I am asking for a refund for the training that I did not receive for my puppy Corgi.

  Business Response

  Date: 10/02/2023

  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 pet training and we want to address their concerns as soon as possible. We have forwarded this concern to the store leadership for assistance. On 9/27/2023, we tried to reach out to the Pet Parent at ************ but were unsuccessful. We made multiple attempts to contact them and also sent an email requesting them to get in touch with us. We were able to make contact with the Pet Parent on 09/29/23 and advised them a refund of $139.00 could be processed at the store. However, as of 10/2/2023, the Pet Parent has yet to visit the store to obtain their refund. We are more than happy to assist them further with the refund and have advised all store leaders about the issue.  Please note that we can only process the refund once the Pet Parent visits the store with the original payment method.

  Sincerely, 

   

  **********, PetSmart Corporate Care 

  Customer Answer

  Date: 10/02/2023

  I went to Petsmart in ************, ** on Friday September 29, 2023. The cashier entered the information to give me a refund.  However as of today I have not received the credit in my bank account.

  Business Response

  Date: 10/09/2023

  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 Training and your refund. We apologize for any inconvenience this may have caused. We forwarded this concern to store leadership for assistance. On 9/29/2023 we processed the refund for the services. 

  We did a follow up call to the Pet Parent on 10/9/2023 to verify that the funds were returned. The Pet Parent stated that she has the refund. 
  
  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 Care

  
  

  Customer Answer

  Date: 10/17/2023

  
  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:09/22/2023

  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 ordered High tech electric fence in Feb. We received it about 1-2 weeks later. The ground was frozen and we could not install it. We didnt attempt to install it until early June. We could not get it to work. Attempted to call ****************** no answer at help number. Left messages, never got called back. I tried asking associate in Local Petsmart store. No help. I called PetSmart customer service in July and was to to pack it back in box and they would send me a label to return it for a refund. I never got label. Called them back and was told no that other customer service person made a mistake and I couldnt return it since I bought it in February and to contact the company. I emailed ***************** and they emailed me back stating I didnt buy it from them and they would not take it back. They offered to send me another and I declined. I again contacted PetSmart customer service via email with No resolution. Neither PetSmart nor this company High Tech will stand behind their products. I feel I should be refund as this product never worked.

  Business Response

  Date: 09/27/2023

  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 and the process they endured while trying to return the product and obtain a refund.
  We have partnered with our team that specializes in online orders and they were able to speak to the Pet Parent and issue a full refund in the form of a gift card.  We thank the Pet Parent for their patience while we worked to address their concerns.  PetSmart values input from our Pet Parents, and we hope to continue improving the overall experience.

  Customer Answer

  Date: 10/03/2023

  
  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:09/18/2023

  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.

  One of my 3 dogs was injured in the grooming salon, resulting in a torn toenail down to the quick. Petsmart glued the wound shut and kept the dogs in the salon for hours, without informing me. When my mother went to pick ******** up hours later (Petsmart did not call for pick up either), Petsmart did not disclose the injury, nor did they provide their customary report card for each dog, as they have the past couple of years. The wound burst open the next day. My husband phoned to complain, to request a refund and the cost of a veterinary appointment. Petsmart conceded to causing injury and, in a voicemail on July 3, 2023, agreed to make restitution and to cover vet's bill. On August 2, 2023, the vet's bill from ****** Basin and a cover letter was hand delivered, at Petsmart's request, to My Alley, manager at the ******* store. To date, Petsmart has not responded. Petsmart showed lack of care to our dog, who suffered a deep wound which took a couple of weeks to heal, lack of customer service in failing to disclose it, and lack of integrity in trying to ignore my request. They need to issue a refund of the cost of grooming and the vet's bell.

  Business Response

  Date: 09/27/2023

  Thank you for contacting PetSmart *****************

  We sincerely apologize for the unfortunate incident that occurred during your pet's grooming session and the lack of follow-up from the store. We have collaborated with the store management and have refunded the grooming fee and the vet bills submitted by you on 9/22/2023 for $205.05. We regret the inconvenience caused and hope that your pet is feeling better now. At PetSmart, we value feedback from our Pet Parents and appreciate the opportunity to rectify the issue.

  Sincerely, 

   

  ********** - PetSmart Corporate Customer Care

   

  Customer Answer

  Date: 09/27/2023

  
  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:09/14/2023

  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 had purchased a top fin escape tank and it is a hazard. The issue is the way the tank is made which causes not only algae issues but most recently the arched and could have caught fire, there will pics included.

  Business Response

  Date: 09/27/2023

  Thank you for contacting PetSmart Corporate Office.
  
  We apologize for the problems you encountered with the tank you purchased. Our teams have worked closely together to resolve the issue, and we have provided a partial credit of $50 on September 26th, 2023, which the Pet Parent has accepted. Furthermore, we have forwarded the feedback you provided to our products team for review. At PetSmart, we highly value feedback from our Pet Parents and are continuously striving to improve our products and services. We regret any inconvenience this situation may have caused and appreciate your patience and understanding.

  Sincerely,

   

  **********, PetSmart Corporate Customer Care

• Initial Complaint

  Date:09/13/2023

  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.

  Business at the Fairway location is selling diseased betta fish. These betta fish have severe fungal infections, swim bladder disease and Ich. A third of their stock that are displayed on their shelves are dead. They are selling these very obviously sick and diseased fish for upwards of 30$. They sell fish that they know will die within a few days, which I deem as unethical and deceptive business practice.

  Business Response

  Date: 09/19/2023

  We would like to express our gratitude to the Pet Parent for sharing their feedback with us. It allows us to take prompt action to address their concerns. We understand and appreciate their care for the wellbeing of our betta fish, and we apologize for any disappointment that this situation may have caused. Our Store Leadership team has conducted a thorough audit of the betta's health and welfare conditions. Although regular maintenance is already part of our routine, we acknowledge the need for extra precautions. Therefore, our team has committed to implementing more frequent spot checks in between our multiple weekly cleanings to ensure the ongoing health and welfare of our betta fish. We genuinely appreciate the Pet Parent for raising this issue as it helps us maintain the highest standards of care for our pets.
  

• Initial Complaint

  Date:09/12/2023

  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 made an online purchase on 09/06/2023 and paid via PayPal. I was charged twice with one charge indicating a pending authorization. Both charges were deducted from my account. One payment proceed one day later but the authorization is still pending . Ive called and emailed petsmart several times only to be told that it will take 30/days for the pending authorization to be cleared. I spoke to PayPal and I was told that petsmart can remove the pending authorization at any time. I called petsmart again and told them that but nothing has come from it.

  Business Response

  Date: 09/15/2023

  We would like to express our gratitude to the Pet Parent for taking the time to share their feedback with us. Their concerns are of utmost importance to us, and we are sorry to hear about their poor experience with the authorization hold that was placed on their bank account. 

  We have collaborated with our online order handling team and we received confirmation on 9/13/2023 that the pending charge has been voided. Our team also left a voice message and sent a follow-up email to the Pet Parent with all the necessary details. We apologize for any inconvenience or disappointment this may have caused. At PetSmart, we value the opinions of our Pet Parents and we are committed to continuously improving their overall experience.

  Best, 

  **********, PetSmart Corporate Customer Care