PetSmart Reviews 1,828

What should have been one of the happiest days for my daughter turned into one of the most painful experiences imaginable, all because of Jenna, the Store Lead at the Panama City Beach PetSmart.

My daughter, who has dedicated her life to caring for animals as the Vice President of the Veterinary Club at the University of Florida, found the perfect kitty to adopt just before undergoing surgery. She dreamed of bonding with her new companion during recovery--a source of comfort, healing, and unconditional love. Instead, she was met with hostility, dishonesty, and deliberate cruelty.

Jenna went out of her way to cause anguish. She fabricated store policies, blocked the adoption process, and ensured that the District Lead would never be notified of her actions. By dragging her feet and manipulating the situation, Jenna allowed the cat to be adopted by someone else, shattering my daughter's heart in the process.

The most devastating part was watching my daughter's tears as Jenna appeared satisfied with the harm she had caused. Rather than helping a young woman in need, Jenna chose to protect her own convenience, avoiding paperwork that might have interfered with her evening.

This was not just poor customer service--it was a calculated act that robbed my daughter of the chance to bring home the companion she desperately needed. It is unconscionable that a company entrusted with the care of animals would allow leadership to behave in such a callous and destructive manner.

If you are considering adopting or purchasing an animal, I urge you to look elsewhere. No family should ever endure the heartbreak we experienced. If this is how PetSmart allows its leaders to treat people, one can only imagine how the animals themselves are treated behind the scenes.

A company once respected has now revealed a deeply troubling side, and I am left saddened, angry, and profoundly disappointed.

I placed an online order for a dog crate on Friday and paid extra for next day delivery. FedEx is still showing it's "awaiting carrier pickup" and still not on its way (on Sunday). I then saw that a store had 'a few in stock' so I placed a pick-up order. I called the store before driving the 70 miles to pick it up and was told they didn't have any in stock. Neither PetSmart nor FedEx can give me any information as to why this is happening, nor when I will receive the crate I ordered. I AM NOT HAPPY!!!!

Petsmart is closing all the cat adoption centers in their stores. Please do not give your business to this company as it was purchased by a wealth management company who is only interested in making money. They are NOT interested in the well being of the animals. So sad.

DO NOT BRING YOUR PET HERE FOR GROOMING! Avoid the grooming salon at all costs! We brought our German Shepherd here for grooming, including a brushing. We should have expected a horrible experience when our dog could not wait to get out there upon pickup! Over the next couple of days, we found several red marks on her body under her fur, clearly a sign of overly rough brushing and grooming. It took weeks for the marks to heal completely.

We called the store and spoke to the manager about the store taking responsibility and paying for her vet bills. We were asked for her medical records following her vet visit. At first, the manager told us that her medical records show a history of allergies, which could cause the red marks. This was a ridiculous assumption, as she's never had red marks due to her allergies! She had been groomed several times before without issue! After some back and forth, we were told that they would need to talk to their corporate office to determine liability. I kept calling for an answer after not hearing back, but never heard back.

More than anything else, we were stunned by the gross incompetence shown by the groomers that they would brush her hard enough to give her red marks! Do not give Petsmart (especially its grooming salon) your business when there are so many amazing groomers throughout the city.

I ordered one Top Fin® Captivate Starter Kit online from PetSmart around 7 a.m. this morning and received confirmation of delivery for today. Approximately 3.5 hours later I received an email stating that they had cancelled my order...with no explanation given. My credit card currently has 2 identical charges pending for this item in the amount of $100.08. They don’t seem to know what they are doing. WTF

Horrible user experience, so hard to place order, items on shopping cart always disappear and always cancel my order. will not use it again!

I'm very upset with how PetSmart treated us today when we brought our nine-month-old show-quality Dogo Argentino puppy in for grooming. We had an appointment, and they said it was perfectly fine to bring her. She is not aggressive, but we brought her in with a muzzle on because she chews furniture and we didn't want her chewing up our car. As soon as we arrived at the store, we took the muzzle off. She played with other puppies and children and was a perfect dog inside. They refused service because she was muzzled when we first came in. Online, the only thing it says about muzzling is that they won't take your dog if she's aggressive and must be muzzled. Other customers were touching her and loving on her, calling her beautiful. Kids were also petting her and showing affection. She was a perfect dog. There was no reason she couldn't be bathed. I have four other dogs that go here, and now I will not be returning. The Griffin PetSmart location is absolutely ridiculous. We went to PetSmart on the same day, and they took her without any problem. She is getting a bath, her teeth brushed, and the whole Christmas package. I do not recommend the Georgia Griffin PetSmart location. Very disappointed—completely unacceptable. PetSense made it clear that it seemed like PetSmart just didn't want to do our dog's grooming.

This review is about the online, app and text support. I changed my email and could not get the technology to accept a new email. I tried tech support and all they did was create a new account while loosing all my grooming records. Now I can't even schedule an appointment online. Trying to use their technology and tech support is frustrating and a total waste of time.

Not the Best leash quality, a couple refunds was needed, but customer service was ok.

Never again will I order from this place I figured I'd try it despite all the bad reviews but wow they are horrible. Put my order in online to have it delivered to my house and then received an email telling me they had one item ready for pickup at the store? When I called to fix it I was told they don't know how to send it to my house so now I have to cancel my order and then wait 9 days to get my money back!! Never again. I don't know how they stay in business. Also wasted half an hour on hold while at work waiting for them to cancel my order.

Made an appointment for grooming and nails. Bring our puppy in and told it will be 2 hours. We had another appointment later and said OK, maybe we can still make both. Left for 15 minutes and decided to not bother. What's the purpose of making an appointment if you tell us 2 hours? Picked our dog up and I don't know what they did or where they had her but she smells like rotten fish. So we had to take her home and bath her ourselves because there is no way she can be running around the house smelling that bad. Who knows what got on her to smell that bad.

We will get her nails done somewhere else...Never again going to Petsmart. The 2 hour wait with an appointment was bad enough but what if we were getting nails or something done other than washing? We would then have to get her cleaned because the horrendous smell,..I know delays can happen and I would have been fine with 15-20 minutes because things happen. But should never be 2 hours. They had our phone number and email because we got a text and email confirming the appointment. Why couldn't they send out an update saying...Sorry to inform you but we are running behind by 2 hours. You can cancel or reschedule the appointment or bring your pet in 1.5 hours later. Something. We don't crate our puppy so it freaked her out

We just picked up our dog last night from PetSmart PetsHotel in Coleman, San Jose, and we were very disappointed and sad. The staff did an extremenly poor job taking care of our dog. Well, they did not take care of our dog at all during the stay from Friday afternoon to Monday evening. The details of what we complained about are:
- We provided our dog’s bed, treats, and toys, and they didn’t give any of them to our dog. Our dog was left in their standard bed and stressed out for his entire stay.
- The person who we checked in our dog to said they would provide multiple updates, send multiple photos/videos per day; however, the reality was very different. We had to push for an update over the phone, we had to ask for photos/videos, but all they said was complete lies, saying that our dog was happy, eating, peeing, and doing everything normally. They sent one photo on Saturday after we asked them, that showed our dog was stressed out and sad. We called and emailed on Sunday asking for photos/videos and an update; they didn’t send anything until Monday, another photo of our dog who’s sad and stressed out.
- Good thing that we scheduled a grooming on Monday afternoon, where the groomer told us that our dog was in bad shape with eye infection, smelled terrible as he was sleeping on his own urine, and his terrible condition of his fur. We instructed her to keep our dog at the grooming and not bring him back to PetsHotel.
- We learned that our dog lost weight from 18.2 lbs to 16.6 lbs in 3 days (Friday to Monday), which clearly proved that he wasn’t eating and he wasn’t taken care of. We’re still dealing with his eye infection, and the worst is his behavior changed; he is not himself and still stressed out.

We trusted PetSmart as we’ve been shopping for our dog’s needs and also for regular grooming since he was a puppy. We were hoping that their PetsHotel would provide an excellent service, too, but nope, they are so disorganized and they should be shut down. We clearly will not return and we will stay far away from PetSmart PetsHotel and would not recommend their services to anyone who cares about their pets.

Honestly you guys deserve no stars. SO disgusting turning cats away for Halloween and only have just dogs. Cats are pets too. Shame on you youll never see me shop there again

I’ve had good experiences with PetSmart. I take my cat there for grooming, and they always do a nice job keeping him clean and comfortable. The store is well stocked, and it’s convenient to pick up everything he needs in one place.

Petsmart online order:

I ordered food, toy and a bone for curbside pick up. Was charged on the 19th, even had price adjusted due to toy not being in stock. 21st they took a second payment out. Deny taking second payment. Sent screenshots of account and they tell me to talk to my bank, in which my bank says to talk to merchant. They’re a joke and theft is high in their books. DO. NOT. ORDER. FROM. PETSMART. they will refuse to return your money and say it’s your fault.

So I have made multiple recent larger purchases with the Dothan, AL PetSmart store. Most of the staff was helpful when I located one to assist. The issues arose when I attempted to return an item since the store location had to modify my initial online order due to a stocking issue.

There isn’t a dedicated register or desk to return items so you have to do this at the regular registers which is a problem at such a busy store such as this one. I finally made it to the register and explained the situation which seemed pretty straightforward. The cashier wasn’t proficient in returning items which led to a lengthy delay and a long line of impatient customers piling up behind me as this was the sole register open at the time..

The other issues are with when I attempted to add fish to my tanks. I needed some snails to assist with some algae and overall tank health. I picked up four snails and some other items. When I got home I had three snails and a “rock.” I believe it was a dirty piece of gravel. Simple mistake and I called the store and explained what had happened. They wanted me to return that day and I said no that I resided over an hour away so I was told to bring in my receipt and tell them I spoke with someone about the snail. My wife returned a couple of days later with the receipt and explained what we were told to do. They placed another snail along with some additional fish we wanted for the tanks. While the gentleman was placing the snail in the bag he told my wife the snail might be dead. My wife explained we lived over an hour and yet they didn’t ensure the snail was alive. So sure enough, the snail was dead when my wife got home which just isn’t acceptable.

When my wife was there she attempted to utilize merchandise card I was given the previous trip. Again, the cashier wasn’t proficient leading to the register freezing for a lengthy amount of time causing yet another larger line to back up due to lack of registers being open.

I have visited the Dothan, AL location multiple times since purchasing the tanks and each time there were several dead fish throughout the tanks in the store. I understand this happens from time to time, but there were an unusual amount of dead fish which is concerning..

These snails are $5-6, but it’s the principle at this point since I got essentially a rock and dead snail on subsequent trips of over an hour each way.. disappointing to say the least. Overall, the experiences were poor at best and I don’t recommend this location whatsoever.

Ordered online through Auto Shit and the driver canceled my order. Called customer service, incompetent customer service. Changed my address to a USA address and wanted me to waste another 3 hours trying to reorder online with a wonky website for online that hides products, gives different prices and crashes and deletes your order. Tried 3 times to order online through Auto Shit and had a supervisor reorder the same order after the 1st order got canceled. She never confirmed my address or country and instead reordered everything using the American website and the incorrect address that one of there reps changed it to without me knowing until I went online to check the order progress and had to call back again to have address changed to the proper Canadian address. Next Supervisor spent 3 hours reordering the American order he cancelled on the Canadian site. Karma is sweet, glad he got a taste of the Wonky website and Auto Shit.
My order was canceled 3 times and if I’m incorrectly overcharged when I check in a few days on my CC and if I have to call back for the 5th time to deal with the Gong Show, watch out, my mouth won’t be lady like and more like a trucker.
Finally received my order, dented cans and 14 cans of 2 other brands of dog food I don’t buy. I donated them to the Animal Shelter SPCA as there no good to me and I rather see 14 hungry dogs have a meal than throw them away.
The worst customer experience ever. The company obviously doesn’t care cause nobody should have to waste 14 hours dealing with one online order that completely went sideways, not once, not twice but 3 times to have it delivered incorrect.
Had to call them to remove my CC, as account won’t let you delete your deferred payment method. Cancelled my Auto Shit account and will no longer support this company online or in stores.
You have lost another customer and I will never buy another thing from your company again.
Anything for Pets, what a bunch of horse shit and absolutely deserves a 0 for the bad taste in the mouth experience.

My dog went in walking fine. By the time I picked him up 2 hours later he could barely walk. The groomer said it was from sitting on his legs too long in the cage . No way he was manhandled during his grooming

I was getting my cats moist food through auto ship. One of my cats has food allergies and food intolerance and can only eat certain food so I really counted on getting the food when I was supposed to. They never told me my orders weren't shipped from a warehouse. When I was told my order was on it's way I didn't think anything of it. Next thing I know I get a message my order was cancelled and couldn't be delivered. I even gave specific delivery instructions. When I called customer service I was told they have no say in who delivers the order. They told me that Uber was supposed to deliver it. I've delt with Uber and Door Dash enough in the past with my job to immediately understand why my delivery was cancelled. This was a common problem. Least to say I've taken my business elsewhere.

I had $88.00 in Treats rewards, someone in California stole them, I’m in New Jersey. Petsmart treated me like I was the thief ~ made me make a new account, use a different phone number, when I said I only have one phone the customer service guy said he wouldn’t give them back, I had to use my daughters phone number. Now, I spend a lot of money at petsmart and I was spoken to like an idiot. So now I have an app with $22 that he wouldn’t move to the new account and I have $88 on a website account, this makes no sense ~ and when he didn’t like what I was saying ~ he kept interrupting me~ he gave me warnings, then hung up on me. Petsmart’s customer service is not in the United States. I won’t be buying from them anymore. Oooh this was an ongoing project for almost 2 months.