PetSmart Reviews 1,819

I brought a treat ball online on 6/13/25 and I got an email that its was going to delivered on 6/14/25 and after a few hours I got another email saying it was cancelled I contacted them by email and they said there was an issue with there system and I should reordered it ,it was a birthday gift for a service dog on 6/14/25, I reordered it on 6/14/25 to be delivered on 6/15/25 again the same issue happened ,I again contacted customer service and was told the same thing . I emailed the CEO and never got back any reply from him and emailed customer service no reply back asking them both to send me this treat ball at no cost to me ,so this treat ball never came .Petsmart doesn't care about this issue or any other issues or the customers !! I read that Petsmart blames Doordash for non delivery not themselves , Petsmart doesnt want any orders delivered by Doordash ,they want to ship it and charge everyone a shipping charge fee ! They should get Zero Stars !! Notice# Petsmart & Chewy.com Is owned by BC Partners & Argos Holding Inc. ! Mr.Cliff Hilton

I took my Goldendoodle for grooming. The groomer and I spoke about his matting on head and ears. He was completely shaven....down to his skin....all over his body! I am pretty sure that warranted a phone call before completely shaving him. One of the staff commented he probably will need sunscreen. The manager was nice but absolutely would NOT return to the PetSmart in Pell City, AL for grooming

What is going on with PetSmart...!!! The horror stories are insane!! How can upper Management allow 81% showing one star...!! PetSmart management needs to read their customer reviews. Again, what's wrong with their upper management team not addressing such bad reviews?? The employees need much more "Customer Service" training and proper training in their companies "Processes and Procedures" polices that are certainly not being followed. These are high school and collage kids that don't give a dam, because the job is only temporary. Store management should not be in a position to be a store manager if policies are not being followed. Wake up upper management!!!

This store uses products tested of beagles, pretending to help pets get used products tested on abused DOGs. All the workers are rude. DO NOT DO NOT BUY FRON HERE!!!

This store was once a shining example of great customer service, but unfortunately, it has become a revolving door of new hires who seem disengaged and inattentive. Many employees appear indifferent to customer needs, and rather than creating a welcoming shopping experience, they give the impression that customers should feel lucky to shop here.

The lack of professionalism is noticeable, with employees who seem untrained in customer service and unaware of the impact their attitude has on the business. Ultimately, stores thrive because of loyal customers, and if that isn’t recognized, the consequences will be felt.

I want to specifically mention an employee, Erin, at the Shea and Tatum location. Based on my experience, Erin is not suited for a customer-facing role. Effective customer service requires a friendly and helpful demeanor, and unfortunately, that was not reflected in my interaction. If PetSmart wants to maintain its reputation and keep customers returning, hiring individuals with strong interpersonal skills should be a priority.

We took our small dog to PetSmart at 6251 N Davis Hwy, Pensacola, FL 32504 last week. We paid $30 to have our cockapoo's nails trimmed, but as far as we can tell nothing was done. The female employee evidently was new and afraid to cut the dog's nails. Whatever the reason, she did a poor job. Our dog's nails appear just as long, and feel just as sharp, as before we brought her into PetSmart. We won't be going back again!

I feel I was grossly overcharged. Bath, cut and toenail trim on a 3.5 lb balding Yorkie for 130.00. They asked if I wanted the summer special which included a bandana, a toy and a coupon book. Little did I know the "summer special " was essentially charging me for 2 grooms at the same time. So I essentially payed double. Got the mediocre coupon book for all the products and services I don't use , but no bandana, no toy

I went to get my dogs nails clipped at the PetSmart 2224 Rte 27 Edison NJ. The woman could not pick my 90lb dog up table so she put his front paws on the middle of table and his paw slipped off hitting his face, throat and chest into the table she then got him up on table attached strap around his neck and he fell off the back of table still attached to the strap that was around his neck. My dog was in alot of pain in his neck, throwing up blood, clots and bloody stools. The vet bills are over $1294.00 The store mgr. Crystal and area mgr. denied my dog was hung. Because the groomers lied. If you love your pet do not take them to PetSmart, they will not make good if they injure your dog. I am a senior on SSI and to borrow to this money. PetSmart Corp. is unprofessional and should get out of the grooming business since they have so little regard for your pet.

Talked with staff about getting a beta fish. Bought a small tank and all necessities and then took it home to set up and let the water settle. Returned to buy a fish and they said their policy dictates that the tank they just sold me the day before is too small. Spent over $100 to be told they won't even sell the fish; should've told me that in the first place 😡

I took my Cavapoo to this “professional” groomer expecting a standard clean-up, only to be met with a complete disaster. While my pup had some mild matting (as I was upfront about), I was told she needed to be sedated by a vet—an alarming overreaction that now feels like a cover for incompetence. When I picked her up, she was unevenly chopped up and visibly distressed. I spent most of the night trying to fix the mess myself—with just scissors, clippers, patience, and YouTube tutorials. I’m not a groomer, but even I could do better. Your dog deserves more than a rushed, careless hour. Maybe they were having an off day—but that’s not a risk I’d ever take again. Contact me for pictures

I wanted a teddy bear shave and I kindly asked my dog ​​not to cut his hair short. Believe me, I would have cut it better if I had cut it at home. I never recommend it, it was a waste of my money.

I attempted to schedule a grooming for my puppy, but I was locked out of my account. I called the store to schedule an appointment and was told that my account was inactive because the groomer made the decision not to accept my puppy for future grooming. The only issue discussed was that he did not like to have his nails clipped, but I was never told he could not return. I was completely shocked, but I will never shop there again. The groomers were not the most pleasant to begin with, and they never made me feel welcome. Terrible communication skills and poor customer service.

I kept going to get my dogs wet canned food because he needs a specific kind because he has pancreatitis right now.
I asked the cashier if they would be getting more since there were only a case and three cans left. As I get a case every couple days. He assured me that it’s one of there most popular foods and that they have it in stock.
Well I go there yesterday and of course they are out! I have asked about it, I don’t know how many times. I never got a straight answer! You would think if the shelves are empty, they would order more! Nope, have to go to another store out of town! Not happy! 😡

When trying to sign into the app and account one day I noticed I had been locked out. I had almost $200 in rewards that I cannot access.
I contacted Customer Service 4 times over 3 weeks and spent close to 5 hours total on the phone. Most of it spent asking over and over and over again to confirm my email and phone number.
Apparently my email is now associated to another person in the US, and a different phone number, clearly a case of hacking or fraud. They have created case numbers, fed me a bunch of crap. Still no resolution and no rewards. They WILL NOT put me through to a department that has a clue. Absolute worst.
While I realize in the grand scheme of things my $2000 per year means nothing to them, I can assure you they won't see another dime. Completely useless.

Was pretty decent at one time but after Kasey gone just went downhill, paid for a bath and furminator and they didnt do nails or paw shaving and barely did any of the furminator and the price went up for that by 20 dollars per dog, will no longer be going there ever again I just consider this groomer to be a scam at this point.

All my pets love PerSmart so very happy with our experiences at PetSmart !

Horrible customer service! I auto shipped all of my food & treats for 3 dogs, but when I’ve needed to return items twice. The first time I was berated by the store manager that online orders aren’t accessible instore… so cancelled auto ship orders & called customer support to see if they’d do a return so that I could avoid a repeat at the store. Nope was the supervisor response. Go back to store or throw out the product & I’ll get credit for 20% of my order? So u take the money & make it so horrible to return, that your satisfaction promise is complete BS! Not worth buying anything online from here!

I have ordered Blue Buffalo dog food--a standard item--from PetSmart, twice. Both times they said it was in stock, both times they confirmed a delivery time, and both times they cancelled the order with an email stating "Due to availability, we weren't able to complete a portion or all of your order." Is it available or not? If not, don't accept the order. I won't order from them again. I can pick it up from the supermarket.

Well PetSmart had a nice run but I predict they’ll be out of business in 2-3 yrs. Their new schtik of refusing to sell fish to people if the aquarium isn’t big enough is a real insult to experienced pet lovers. It’s also a way to sell aquariums. It’s clear this is part of the schtik and a way to phase out fishbowls w the excuse that bowls deform the fish’s bones. I’ll give you my example from this afternoon. I asked to purchase 2 feeder goldfish for 27cents each. I was asked what size aquarium I have. I said 2.5 gallon. They said Goldfish grow to be 24 inches and i needed a big tank. They told me I could only buy a betta. Interestingly I had returned my betta that day bc in two weeks it wouldn’t eat either pellets or flake food. I told them I didn’t want him to die on my watch so I was returning him. They took him back. Now as far as feeder goldfish- Bear in mind I raised a feeder in a pickle jar that grew to be 7 inches and lived for 15 yrs- My next feeder grew to be 5 inches and lived 10 yrs in an unfiltered 1 gallon tank. I know how to raise goldfish and I know how to get a bigger home for them if they outgrow what they’re in. On top of acting like an adoption agency instead of a retailer, they are always young, impudent, holier than thou kids doing this and getting off on it as if they are experts. They haven’t lived long enough to be experts in anything. I’ve been raising fish and animals successfully longer than they’ve been alive. It made me feel as if I was being personally judged for something. It was insulting and uncomfortable. And it won’t fly. It will put them out of business. I will probably smile when it happens. Next they’ll be having people fill out applications for fish. It’s intrusive and bullying and it’s talking down to the pet lover. There’s no excuse for it. None.

Took my German shepherd to be groomed. Bath brush and nail trim. He was bathed, partially brushed, and his nails weren't touched. Basically paid $49 for a bath. Never again.