PetSmart Corporate Office

PetSmart Corporate Office Address

PetSmart, Inc.
19601 N 27th Ave
Phoenix, AZ 85027

Contact PetSmart

Phone Number: 623-580-6100
Fax Number: 623-395-6517
Email: Email PetSmart


CEO: David K. Lenhardt
CFO: Carrie W. Teffner
COO: Joseph O’Leary

PetSmart History

PetSmart was founded in 1987 by Jim and Janice Dougherty as PetFood Warehouse.  The first two stores were in Phoenix, Arizona.

In 1989, the company name was changed to PetSmart.

In 1992, the 50th store was opened.

In 1993, the company went public.

In 1994, the 100th store is opened.  Stores also begin to offer pet training classes.

In 1996, the chain expands to Canada.

In 1998, the 500th store is opened.

In 2002, the first PetsHotel is opened in Phoenix.  By 2008, there are 100 PetsHotels.

In 2004, the PetPerks loyalty program is launched.

In 2007, the 1000th location is opened.

Today, there are nearly 1300 PetSmart and 200 PetsHotel locations in the US, Canada and Puerto Rico.

{ 121 comments… read them below or add one }

Joseph Murray February 7, 2015 at 9:18 pm

I took my standard poodle Charlie to the PetSmart in Woodbridge, VA today for a trim and bath. He is 10 months old and this is the 4th time he’s visited PetSmart for a bath and trim, the last time was in December. We let his coat grow out a little for the winter to keep him warm. When I brought him in today I was greeted with an attitude and told of a list of reasons she may not be able to trim Charlie. So I left him with her, bought some dog food and went home. Not 5 minutes after I arrived home I received a phone call that she couldn’t trim Charlie because he tried to bite her (which is a lie because he doesn’t bite, growl, and barely barks. He can be mouthy but it’s just because he’s a puppy but he never bites down). When I arrived they brought out Charlie HALF SHAVED!!! A whole side of his body was shaved including one front leg with the other half long and untouched. I said this was unacceptable and she called in the manager. He took one look at Charlie and his face was almost as distraught as mine. She then yelled that she feared for her safety from my 10 month old poodle who was standing there with his tail wagging franticly. This was a traumatic experience for me and my family and I want to file a formal complaint. I also have pictures. I WILL NEVER GO TO ANOTHER PETSMART IN MY LIFE!!!


MZ January 28, 2015 at 9:36 pm

Justice for PUJO! Pujo went in for bath and nails… never walked out. Despite statements made at the time by employees, nobody has contacted Pujo’s family. Nobody from PetSmart seems to care that a member of a family died while under the care and control of PetSmart. PetSmart says they care??? How about showing some compassion to a grieving family after what was done by your groomers. Sad part, – all of the stories that have surfaced due to this occurrence. This was a healthy dog – not overweight, not ill in any way. I, for one, will not step foot into a PetSmart store until they can show some compassion and caring and institute measures to ensure this never happens again. Horrible customer relations… Sometimes it’s not all about the mighty buck folks!


Brenda Whitaker January 23, 2015 at 1:16 pm

This is unbelievable to me. I formerly, and I definitely mean formerly, was a loyal customer to your company for more than a decade. I will never again set foot in one of your stores if this isn’t made right. The most disturbing thing is that after hearing about this I googled Petsmart involved in pet injuries and deaths and find out this seems to be pretty common for your company. It is so disturbing that the groomers you employ have no problem causing the deaths of pets and never take any responsibility for their heinous actions. Shame on you if you don’t change your policies to prevent these kinds of things from happening.


ted crane January 10, 2015 at 2:56 pm

to whom it may concern my name is ted I am a valunteer at the pet smart charities adoption center ant today one of the groomers was dicrimatory twards me and my service dog ive been a valunteer for about a mounth today when i was going to wash the dog bowl i went throught the door i always go through and she decided to tell me my service animal bothers some of her cliants but i didnt understand becouse its the same if someone were to bring there dog in i politely told her that i was sorry but she was rude and i will be talking to my lawyer about this mater the ada laws state she has the right to be with me at all times


Barbara Lape January 10, 2015 at 9:32 am

Update on Two Boxers CLEAN
Made an appt at Webster, Tx ( 10 miles from Alvin,Tx). For 4 pm-
Asked for EPress service, great experience, Boxer two came out happy, and with a bandana on his neck, much relieved after oatmeal bath, nails clipped. 30 minutes.
Note on his report ” Best dog I’ve ever seen ”
Perhaps Alvin, Tx location could send someone there to see what real customer service is. Made us feel like they truly wanted us to be there. It’s the little things that count and doesn’t cost them anymore to be kind and friendly.


Barbara Lape January 9, 2015 at 3:23 pm

Made appt today for two boxers to have bath and nails ground. One could not be put in cage because of anxiety, so they said they could do Express service for $11 extra. Fine do that.
One appt was for 11 am and one for 12.
Took the express at 11 and the 12 o’clock went in cage
The express was done in 30 minutes! At 1:
The second dog had not even been started and we were told they had a 3 hour wait time!
Why wouldn’t they do one dog after another so the customer would not be there all day? Pets might be Smart but dog groomer Mgr Dumb.
Why didn’t they tell us that when we made an appt? We would have done Express for both dogs and they would have made more money?
Why do we make appt. second dog never got his bath as we were not going to be there from 11 – 3. Crazy. Salon manager told us that was corporate policy. We live in Mn and have traveled around the US and used Pet Smart in SC, and other states for years. Never encountered this. In Mn, they take them together and the come out together.
Why would a corporation want to have a dog in a cage longer than necessary because of liability? Store was in Alvin, Tx and only one bather and one groomer. Understand, but why not tell us up front either on the phone or when we dropped dog off that we “have a 3 hour window”. Customer service -Not,. It’s at their convenience ( or stubbornness ). We are going to another one 10 miles away because now we have one clean dog and one dirty dog.
Does corporate care? Hope so because we have had great service at the pet Smart in Eagan, Mn. Dog training and dog grooming was outstanding compared to Tx.


unknown January 2, 2015 at 11:57 pm

On 12-31-2014, there was a family in petsmart and 2 of the children had to use restroom so the mother took the 3 of the children to the restroom while the rest of the children went with the grandmother, the oldest child (7yrs old) went to the restroom in the single stall. Next thing the mother’s knows is she hears her child falls in a loud scream, in can see her daughter on the bathroom floor. The mother crawls underneath the bathroom stall to get to her daughter. The 1st thing she noticed was her daughter was injured and then she notice that the ram of the toilet seat was loose and since it was loose it made her child lose her balance and fall face first on the ceramic tile flooring. The mother got to her child and got her out of the stall and sat her down, and opened the door and called out for help and the employee just looked at her. So the mother said again I need help. So the employee came to the restroom door and look at the child. And the employee said oh yes you do. The mother said her mother (grandma) was in the store with her other kids and told the employee her mother’s name and the employee yelled for her. The mother came with the other children, saw her granddaughter and said to call 911 and the child escorted to the emergency room. After they were all done, the mother called back to the store and spoke to the store manager. The store manager said there is nothing wrong with the toilet seat ring and hope the child has a fast recovery, and he will tell his safety team know about it. From this incident the child has a fractured skull, fractures nose, a fracture jaw, and front permanent tooth broken. The store manager never approached the child nor the mother throughout this whole situation. All I have to say is after hearing this story is always check the toilet seat rim and I will never shop at petsmart again.
I just pray that this little girl has no aftereffects to this accident.


Becky Rose December 10, 2014 at 12:59 pm

I am hoping this email will make its way to Mr. Lendardt, or someone of equivalent status in your corporate office. I have yet to receive an answer on the following question, and would love to know how and why this is possible. Although, Banfield Pet Hospital is a separate entity of PetSmart, they share the same location and the average person would think they are one in the same. Which, I did until I checked the SEC filings to see that they do report the same corporate earnings. But I am still troubled by the fact that Banfield does not participate in the SPCA low cost spay and neuter program. On PetSmarts website you have a page dedicated to the low cost spay and neuter program, and how to reach a
Hospitals that does participate. I find that to be strange that an organization as big as PetSmart and dedicated to helping animals and hosting adoption fairs at the front of their store, but in the back of the store that same principal and passion is not shared. I know that Banfield offers monthly pet maintenance plans to help with the cost, but the only way you can qualify for that service is if you have good credit.

So, my question is how can PetSmart allow this to happen, and obviously there is shared interest within the two organizations. This would be a great way for the two organizations to partner together and make spaying and neutering more affordable, because Banfield’s costs are higher than most private Veterinary Hospitals. Also, does PetSmart allow Snap to come onsite to help people get their animals spayed and neutered, my understanding to that question was NO. Most people know where a PetSmart is, and have been there, and again not everyone will take the time to locate low cost centers, and to have one right there in PetSmart would be ideal. The front of your store taunts the adoption and rescue of animals, and the number one reason is pet overpopulation, so why not make that a part of your whole store. I would appreciate a response, and please do not waste my time or yours by providing a canned response. I would really love to know the thought of our CEO David.


Sandra Standridge December 3, 2014 at 11:28 pm

I frequent the store located on Miller Rd., just N of Indian School. There is a bird for sale that appears to be anxious and stressed out. I believe it’s the green conure. This poor bird is pecking it’s feathers out and chews on them. It’s very depressing to see this caged and unhappy creature.

I petition Petsmart to refuse to stock and sell animals that should not be caged. It’s especially heartbreaking to see an all that are meant to fly sitting around in cages bored and stressed.

I kindly expressed my feelings to the cashier tonight but want to send this complaint as well. I don’t feel like a responsible consumer shopping at a store for my pets that subjects animals to imprisonment.


deborah sue barela November 26, 2014 at 8:50 pm


To whom it may concern,
August 2014, was approximately the first time that I brought my “rescue cat Bubba” in, to have Bubba have his ears cleaned/ ear mite medication which I had purchased at Pet Smart the same day. For the second grooming service for Bubba, I used a $10.00 grooming coupon for my pet previously mentioned. I used this to pay at the front register, and an employee by the name of Jennifer (last name unknown), said that she would take it this time but not again. I called the Grooming Manager Erika to find out what grooming services would qualify, and she said do you know which cashier said this, because that coupon may be used with any grooming service. At the time, I could not remember the cashiers’ name who would not take this coupon again. Erika apologized, and stated that maybe she just did not know that this coupon is good for any grooming service for your cat. Erika also let me know that she has my name down for a ten dollar credit, which is good for any grooming service when you come in for Bubbas’ next service. I thanked her, and I also received another coupon from Pet Smart as well. However, the coupon emailed to me from Pet Smart online services, had already expired in June 2014, so in order to not encounter any other problems, I emailed the Pet Smart coupon center, and they gave me a coupon that would not expire until January 31, 2015. In the beginning of November 2014, I called my favorite employee Christy in the salon at Pet Smart, to see if they give flea baths for cats, and Christy she said no just for dogs. I said ok, and I was allowed to bring in my own flea medication that she could put on Bubba. Later, I found out that this did not mean that the salon wouldn’t give a cat a regular bath? So, I was confused what is a full groom service for a cat at that time, nevertheless, Erika said that the ten dollar grooming coupon could be used on any grooming service.
On 11/26/14 @ approximately 2:19 pm, my cat “Bubba” had finished his pet grooming session, which included nail trimming, ear cleaning, and flea treatment by Christy. She of course did another amazing job. Bubba has groomed by her about four times, without a concern between us. Next, I was in line to pay for the services to use my certificate which was still valid until January 2015, as stated above. I was the fourth one in line, when three more lines opened up and I was paying, and a newer employee said that he was having trouble scanning the coupon. The store manager Dawn Randall, gave her keys to the previously mentioned employee, but this employee did not know if he should push L or S. Dawn Randall quickly stated that L is for the line, and S is for Supervisor. Next, Jennifer came up from one on the other cashiers and loudly said in front of five to six other customers in the store, “ I thought that I told you that we cannot take that coupon again. “ I calmly stated that the grooming salon manager said that I could use it for any service, and that she wanted to tell you the same, but I could not remember your name at the time. Lastly, I asked the store manager Dawn at the next cash register if this employee normally yells at customers, especially in front of other customers? After explaining the same to her in a calm manner, she said, “well lets get the grooming salon manager up here (as she frowned) , I said I will also meet Erika back in the salon, because I am on my lunch break from work, not to mention the appalling manner in which I was treated, especially in front of other customers. Jennifer did apologize at least for the way that she was abrupt and loud, and I said thank you & your apology is accepted. At that moment, Erika showed up before I could get back to the salon, and Dawn put her hands on her hip and once again was loud stating that she that she could not take the coupon again. This time this was in the middle of the store.  Since Dawn Randall was the store manager, Erika had to go along with her. Erika said that they do give cats baths, just not flea baths. I then Erika in the presence of Jennifer and Dawn, if I had Bubba get a regular bath with the other services I needed for Bubba, then I could use any future ten dollar coupons. Erika politely stated yes, but once again the store manager stated very loudly, as well as posturing her hands on her hips as, in a patronizing manner, as if I was not a valued customer. I have always believed that a manager is not only the face for the store, but a role model for the employees. I asked her if she was store manager and she said yes, I then asked her if she could take it down a notch. The store manager loudly and abruptly stated to Erika the salon manager, as well as in front of her employee Jennifer, to go to the back at her register and redline me. She then motioned her hands for me to move from the middle of the store towards the front door and say that she was out of here. As I walked out the door, I told her that she did not have to be so abrasive to get her point across from the beginning. She stated that she felt that she was nice until she felt that she was attacked. (verbally) All that I felt that I could say next, was have a nice Thanksgiving anyway, and she put her hands on her hips and said, “You know what, I will!” Any employee would back up my continued kindness every time that I came in for a salon service or to buy products for my cat. I felt very frustrated, dumbfounded, and unappreciated as a once valued customer, which is why I am writing this letter to be a voice for many that never speak up, they just do not come back.

Sincerely, Deborah Sue Barela (951) 537-****


Monique Alderman November 13, 2014 at 9:02 pm

I have been a loyal customer of Petsmart for over 10 years. I have been told that I am not welcome at Petsmart by a very rude man at the Corporate level. I will be contacting his superiors regarding his mind games! He kept talking over me until I asked him not to do that.

All I had asked the trainer in the Plantation store nicely was to please tell the dog owners to take their dogs to the dog food aisles instead of the cat food section.

That was where I was shopping and would only be there another half hour. I just wanted some peace and quiet while shopping instead of people using their clickers, yelling at their dogs, walking up and down the aisles where I was standing and shopping. They were deliberately being rude because the trainer incited them to do so.

One man was very nice and left the aisle out of respect for me. GOD BLESS HIM!
The male manager also tried to assist me any way he could. He said it was up to Corporate. That was the second or third time I spoke to him about this very same issue! The trainer was in the back of the store raising her voice loudly so everyone in the store could hear her.

I spoke to a nice man who works at the HOLLYWOOD, FL store and he told me they move people out of the aisles where people are shopping so as not to disturb them.

That is kindness, respect and love. That is what everyone in business should have toward their employees and their customers. In most cases, “THE CUSTOMER IS ALWAYS RIGHT!”


Carolyn Guyer November 12, 2014 at 12:45 pm

My name is Carolyn Guyer and I own a dog named Ziggy – 5 months old. He is a Austrailian Cattle Dog and a precious pet to me. I signed up and took him to classes at PetSmart on Dysart Rd in Avondale. The trainer was Moira. Ziggy has all his shots (as checked by the trainer). Yudi, his sister, came to classes also with my granddaughter Crystal Becker. There was one other dog in the class named Bacon.

After the fourth lesson Ziggy began throwing up and was lethargic. We rushed him to Aqua Fria Animal Clinic on Van Buren in Avondale where Dr. Dustun reported he was in shock and had a temp of 107 and they administered an immediate iv and fluids. The next day Dr. Dustun reported that he may have been poisoned or had a blockage and Ziggy needed an immediate operation. There was no blockage (fortunately) and Dustun tested him for anything he could think of that would cause such an illness. Ziggy was there for eight days and has slowly been recovering. The bill was over $3000.00.

The ONLY PLACE Ziggy had been outside of my home, was PETSMART – don’t you think that indicates something? I spoke to Jeana who told me she was the manager. She was not rude or unpleasant and asked for the doctor’s reports. I sent her what I had and the vet’s office faxed more detailed report to her. I have never heard from her again. She said she would report it to corporate but if she did, they didn’t contact me.

The training area was dirty and the closet where the toys were kept was dusty and dirty. Moira had us take the three dogs to the “back aisles” of the store to do some of the training? The floors were dirty and the area under the bottom shelves hadn’t been cleaned in a very long time – I know because the ball Ziggy was playing with, went under there and I tried to retrieve it. It was covered with old dog food, dust, dirt and unknown, unpleasant substances. Moira assured me the store was cleaned every night (I don’t think so).

While Ziggy was still in the hospital, his sister Yudi came down with the same mysterious illness and was taken to the Goodyear Animal Hospital on Van Buren at Estrella. She was in the hospital for seven days and is slowly recovering. She is never taken from the house except for the training classes.

This was a total waste of $220 for the two dogs. Not only were they unable to complete the training but they never graduated. I will never recommend PETSMART to any of my friends.

I am 72 years old and I live on Social Security. The cost of the classes and the vet bills has devastated me financially.

Yudi’s mommy is Crystal Becker. She is my granddaughter and attends AZ State University where she is a senior majoring in Biology. Crystal gets up at 4am; takes a bus to the light rail; light rail to bus; bus to work at the ASU library where she works part time. She then goes to classes until 7pm and takes bus to light rail to bus and walks home in the dark. Her vet bill is over $5000 and she is financially devastated. She is a dedicated, determined student and Yudi is her life line. She ADORES her dog.




maria munson November 6, 2014 at 8:25 am

took my dog to be groomed at pet smart..upon picking her up noticed burn marks all over her neck and she was crying..When I saw this I immediately told the groomer about the burns,..Was told by manager that this person had done this before and was going to be fired. They gave me my money back..However never offered to pay for Vet expenses to treat my poor baby..When I contacted corporate they never got back to me..Is this how they treat there animals and owners??You make us suffer through someone else stupity ..I will never take my dog to Pet smart again..If you don’t care enough to get back to me about the damage done to my dog then I will tell anyone and everyone about the damage u have done..Im sure my dog will have anxiety attacks everytime she needs to be groomed from now on..I have contacted a lawyer and will be following up on this and will demand compensation..Stop hiring people that don’t have a damn clue what they are doing…If interested I was at pet smart in trinity Florida..


Winkles October 27, 2014 at 4:06 pm

Pet Smart is a cheap tight company. Received a mailer for Oct 25, 2014 (Sat) and Oct 26 (Sun) to dress pets in halloween costume and have picture taken and treat bag (treat bag had samples from Petsmart suppliers–freebies). When I went in on Sunday, the manger knew nothing of this ad I produced. He had to call corporate office to get the okay to verify and give a treat bag and offer me a picture taken on an I pad which they would email me–I had to print out myself. How cheap not to have a camera for Oct 26 to give the customer a printed picture. This manager (could not make a decision himself) had to get permission from the corporate office to give a treat bag which cost Petsmark NOTHING. My friend and I buy our pet supplies there, and what a cheap way to thank your customers. I really do not want to buy from there again. Catonsville Maryland, Baltimore National Pike Petsmart.


ROSE BALLARD October 21, 2014 at 7:01 am



Laurence Langen October 6, 2014 at 12:35 am

Hi, I had an unbelievably unpleasant experience with my nearest PetSmart. Store #1576, 7050 Arroyo Crossing Parkway, Las Vegas, Nevada 89113. Grooming Department, Employee Name: DAVID.
This is the review I left on their Facebook page.

DO NOT TAKE YOUR DOG TO THE GROOMING DEPARTMENT OF THIS LOCATION. Upon walking in seeing small and large dogs alike being manhandled by the careless and incompetent staff, I hesitantly let one of these butchers give my dog a normal grooming. Three hours later upon pick up, my dog had an irritation in her right eye and could not so much as to open it. I was then told by this nitwit, DAVID, that I had brought my dog in this condition knowing full well that I did no such thing. My family and I took my dog to the vet soon thereafter to diagnose the problem. We were promptly told that she had SHAMPOO IN HER EYE. So according to this pet grooming blockhead I had taken my dog to the grooming salon with shampoo in her eye and thought it was totally fine. The vet gave my dog some eye drops and said she could recover by tomorrow, but if not there could be serious problems.


Donna Nix September 17, 2014 at 11:49 am

Re: Grooming Complaint for service July 28th2014

I entered your Petsmart Houston-at Hwy 6 (281-855-9985) location on September 1, 2014 around 9:50 am to get Sofie Nix (Maltesspoodle) nails trimmed and was informed by Alshun that we could not be serviced because of an incident back on July 28th 2014.

I called and made and appointment with one of the groomers about 3 days before I arrived to the store on Monday, July 28th, 2014. She told me the latest appointment on Monday’s was 4:00 pm and I explained to her that I worked out in the Texas Medical Center (approx. hour and 15mins away) and I could probably be there at the latest was 4:20. So she said since Sofie was a small puppy that she would put her at 4:30 because it wouldn’t take that long.

I arrived at 4:25 with Sofie and the groomer Ashley, who was very unhelpful just stated you are late and I must reschedule. I tried to explain to her that the appointment was 4:30 and she didn’t want to hear it. At no point did she try to modify Sofie services so she could get at least her nails trimmed or anything. At that point, I was very unhappy and asked to speak with the Manager, Robert Biba. Mr. Biba came in and I explained that I was not late and he said the groomer did not put 4:30pm on schedule she had 4:00pm. I said ok. So I asked could Sofie at least get a bath and he said yes. I was there originally for bath and cut but couldn’t get all done. I had to leave and go to home to get Rabies shot paper and then I return and they still took her. I thought that was nice. However, I was very disappointed with Ashley because she never tried to provide any services so I told her I didn’t want her to wait on me again. When you go to a salon, the purpose of having several groomers is if you not please with one you may choose another. Therefore I left Sofie to be bathe and when I returned I was informed the fee was waived. Then I told the groomer I still need to make another appointment for her to get cut. I scheduled her for August 2nd and she said not to worry about the fee. I never asked for anything free because I know nothing in life is free. If it is free, something maybe wrong. My puppy is only 5 months and I have been buying food, toys, crates and paying for grooming for the last 4 months and had never had a problem until now.

This is my first time owning an animal and I thought I would patronize your store since it is 5 minutes away from my home and to be told when I went into the grooming salon that my account was inactive because of me being rude and because they had provided 2 free services that I didn’t ask for was very embarrassing and humiliating. If I had known prior to this visit, I would have stopped buying other items from your store. I was never rude, upset yes; I wanted my services that I had taken off work early to do and had scheduled. No one ever stated that I shouldn’t return to the grooming salon and when I was told that by Alshun on Monday, September 1st I explained to him that the free service was offered, I guess by Mr. Biba because of the huge misunderstanding. I told him I have money and I never ASKED for anything from them and I could pay for the past service today because I work every day and can afford to pay for services that are provided anytime and anywhere. He stated he couldn’t take the money for past services and I needed to speak with Robert Biba. Mr. Biba nor the grooming notified by phone, text or email of this decision.

The problem I have with all of this is the grooming salon never took the responsibility that the lady told me to come at 4:30pm. That is really really sad and very unfortunate. I would like to pay for the services that were provided since you want to banned me from the salon.


Johnson September 6, 2014 at 12:40 am

Kristie- the same at store 308 in Lake Mary Fl- except a very smart cookie had not only brought in secret shoppers but has video survelience of animals being intentionally harmed.
The proverbial is going to hit the corporate fan.
Unfortunately PetSmart has a corporation with sociopaths in Corporate positions and that is reflected all the way down to their store managers.
Just wait till the investors see how bad “the problem is with management” – quoting Jana Fund.


Randy Day August 27, 2014 at 7:20 pm

I need to have L P Director Cecil Rogers contact me reference a security issue.
My name is Randy and I can be reached at 1618223xxxx or 1618980xxxx. I would appreciate this being kept confidential.


Marlene Riccardo August 19, 2014 at 1:36 pm

I hope to God people think twice before having their dog groomed at the Petsmart in Fairless Hills, Pa. I saw a dog being abused today and went to the manager, Kyle, and he would NOT even investigate my concerns. Someone has to be a voice for these animals who can’t speak for themselves. My heart aches for the animal I saw being groomed or rather being abused.


Janet waters August 15, 2014 at 1:41 am

I thought maybe you would like to see my original complaint!

Good Afternoon,

My name is Janet waters, I live in the area of the Pet smart on Woodruff Road in Greenville SC. My husband and I have been customers of Pet smart and have been having our pet Ali groomed at the Woodruff Rd. Store since she was a small puppy and she is 3 1/2 years old.

We had a groomer when we first started and she was not satisfactory a multitude of things were not done properly. We asked to change groomers to Melissa she was great and we used her until she left. Then we got Stephanie she was great also until she left lots of turn over in that store. We then got Jennifer I really think she was our first groomer that we didn’t like. She was the only one left that had done Ali so we decided to give her a try.

She has groomed Ali 3 times. The first time was a bad, so I sent instructions in with her the second grooming she looked better but we were not 100% satisfied. We specifically ask to have ears plucked and annal glans cleansed. On the third groom 4 weeks later 7/30/14, when we picked her up we noticed she was shaking. When we got her home we noticed she kept scooting on her behind so on the next day we took her to our Vets tech and she properly cleansed Ali’s annal glands.

That night we found on her female private parts it was red and inflamed she was very uncomfortable. The next morning which was 8/1/14 we took her in to be checked by one of our Vets Dr. Melanie Keller with Cedar Lake Animal Hospital. These are very good Vets we have used them for at least 20 years and we trust them and what they tell us. Ali had a very bad razor burn on her private parts which we had to buy medicine for. Then her ears were checked and it was discovered she had an ear infection. Our vets opinion on this is improper plucking makes hair mat in her ears and she gets ear infections. Our Vet bill was $58.15 on 8/1 and the following Monday 8/4 when we picked up meds it was another $38.09.

After the Vet visit on 8/1/14 I called the store Manager Brian. He was okay on the phone but said he would have to talk with my Vet and the Groomer and get back to me this past Monday. Today is Wednesday and he has not called as promised and as of 8/4/14 had not called my Vet because I checked with the vets office. We are very upset over not only what happened to Ail but the lack of concern from your store Manage Brian. When I talked with Brian I was very calm talked to him pleasantly and trusted he would get back to me. We live in Simpsonville and drive 20 miles each way to Pet Smart because we assumed we would get not only good care there but great care. We buy our foods, treats and pet supplies from your store. We also support Pet Smart charities

I feel Pet Smart should share some of the responsibility for the Vets bills and the three bad grooming’s we got with Jennifer. These grooming’s were 45.00 each. We are retires and do not have money to spend on Vet bills that we feel that was cause from improper grooming. We will not use the groomer again, and I told Brian that already.

We would appreciate your attention to this matter. I would like for this to be shared with the district manager.

Best regards,

Janet Waters


Janet waters August 18, 2014 at 2:35 pm

I would appreciate a response I have been dealing with this since August 1st. No one has taken the time to respond. Today is 8/18.



Janet waters August 15, 2014 at 1:04 am

I had a complaint that I started with the chain of comand the manage of the greenville sc store. When I got no response from him I have emailed customer service twice. You have my complaints and I would appreciate a response.


Merlin House August 13, 2014 at 7:53 pm

To whom it may concern,

My name is Merlin House from Coppell Texas. Before we get started this email isn’t a complaint or concern it’s a “praise”. I’m writing it in hopes to get someone’s attention within the Pet Smart corporate office and in doing so, let them know about the rare gym working within the Pet Smart Hotel in Lewisville TX.

I’ve been a customer with Pet Smart in Lewisville for several years now and have seen employees come and go, but there is one that you guys need to know about. I believe her name is Becky Aldridge and she is a total delight to work with. Now I know there could be others who are able to remember certain dogs’ names and know them by sight, but that’s not where the story ends with Becky. It’s in her delivery and interaction with the customers of Pet Smart. She takes the time to make you feel the way you would want to feel when leaving your loved ones behind while traveling. Her attention to detail and genuine affection for our dogs is something that anyone would pick up on or notice immediately after meeting her. Again, I know there could be others within your organization who are similar but it would be difficult to duplicate what we as customers see and listen too when it comes to Becky.

I hope this email makes it to someone’s desk who will reach out just to say, at the very least, good job Becky because she deserves it. Thanks for having her on board and we look forward to seeing her again soon.

Great hire and God Bless,


Dan August 7, 2014 at 2:45 am

I wrote this complaint email regarding discrimination by a manager on July 26, 2014. I received a generic answer where I would receive an answer within 5 days….

So far, it is Aug 6, and I have not seen an email from them…

Does this company cares really about customers?
I visit your store at 2534 south road, Poughkeepsie NY 12601 (store #2301), at least once a week, and at times twice, to buy supplies for my cat. I enjoy my shopping at Pet smart, and would not want you to change anything about the way you treat me as a customer. Every so often I get a coupon where I have to fill in your customer s survey, and have always given you the highest rating, that is how much I like this store.
For the past year I have also been walking barefoot to relieve my lower back pain, and sciatic nerve problem, and have been in above store barefoot quite a lot, with no one ever saying a word to me about it. I have checked before doing so last year to make sure there is no law, or any regulation regarding walking barefoot in public stores, and have confirmation from New York state board of health, and from Duchess county health department.
Today July 26, 2014 I was in the store, and a lady I have never seen before, who said she was the Manager, asked me not to walk barefoot in the store, saying it is liability, asking her what is the liability about me walking barefoot in a pet store? What can possibly be a liability for the store if I step on dog poo? She just answered – it is liability, and I should no longer walk barefoot in the store. More surprising to me was the fact that when I said I would go somewhere else to buy pet supplies, she just said ok. She did not seem to care about losing a customer, and was just bent on making sure I do not walk barefoot in her store.
My question to you is, how does Pet Smart Corporation see this? Do you see it as liability? And for what reason is it liability? Am I endangering any animals walking around, by walking barefoot? Or are the animals endangering me, which I don’t see how. Wearing flip-flops, which is what I would do if I was thrown out, would not make any difference, as my foot is still exposed, and if I step on wet spot where a dog did his thing, I would probably slip and fall, and it would be the store liability, but with bare feet that won’t happen.
The way I see it, and hope I am right, is that your manager has something against walking barefoot, and was not interested in any explanations or reasons, as Long as I do not enter the store barefoot again.
I hope you can answer me, and let me know why is it liability on your side, I do not consider my walking this way liability to anyone.


Ali December 19, 2014 at 1:00 am

I just thought I would give you my take on your situation. Walking barefoot is a liability to the store because if someone walking barefoot were to have a cut on his foot and step in something or have it become infected, they may try to blame it on the store. I assume you know from experience that walking barefoot is at your own risk, but big corporations have to protect themselves from blamers and scammers. My suggestion is looking into some of the flimsy foam flip flops they give out at nail salons. They’re almost exactly like being barefoot! Hope that helps you a little.


Alice Sigmund August 3, 2014 at 12:09 am

hello my name is Alice Sigmund I am from Tampa Florida and I bought a case of dog food@
Pet Smart on Lumsden where I have been buying my food since the store open As I am retired and traveling so I wanted enough to make it through 4 month my dog got sick twice I open a can and then another and finally I look at the bottom of the can and they were two years out 2013 this is PetSmart brand I have been buying them forever simply nourish I’m glad that it wasn’t anything more serious I’m very disappointed


Mrs. Jimenez July 27, 2014 at 4:57 pm

My experience with PetsHotel, Petsmart grooming & day care has been horrible and terrifying. The Banfield Hospital is much better and seems to be genuine in treatment and care, but it is pricey and they do not have plans for disabled pet owners.

It began on 7/25/14. I wanted Princess Rose to discover her world and to play with other dogs in day care. I felt that leaving her overnight would also begin the process of separation after having a traumatic birth experience. I thought I was leaving her in good hands and was mortified to learn that Princess Rose did not eat and no attempt to encourage her was made after telling them that she was to eat this food under doctors orders. It appears the plate of food was placed for her to eat and then discarded. She was starving from 6:00 pm (7/25) to 10:00 am (7/26) of the next day. It also was evident that no water was given to her. After I had picked her up, I immediately gave her water and she gulped down two bowls and a half. P. Rose does not drink excessive water unless she is extremely thirsty. My conclusion was that she was severely neglected. I could understand if she was a problematic dog, and even so, no dog under any circumstance should be mistreated and /or neglected, but she is loveable, gentle, and docile. She is not confrontational and would much rather avoid confrontation. She is more the submissive type and very fearful. Besides her being neglected and starving for a whole day, I contacted the hotel around 10ish am. I spoke to Antonio. I made sure to add services for group play and treat time. In retrospect, I was told by the groomer Amy that they were booked, but that she would and could make an exception for Princess Rose and have her brought early morning to be groomed by 1:00pm. The grooming involved the Top Dog, trimming shampoo and conditioning, bath, nail file, hairs from her ears removed, it was the all-inclusive package. The package was for 60.00 or so. I decided to pick up P. Rose earlier than 6:00pm on 7/26 and alerted the staff worker Mr. Antonio that I would be arriving early around 3:00 – 4:00pm. The staff was very low energy, ill-mannered, had poor communication skills, unprepared and unfamiliar with the dog’s needs. I specifically told Antonio to retrieve Pure Essentials canned food for Princess Rose and he appeared to be oblivious about the request, which can only mean that he did not do as asked so that she could eat. After much delegating, he lied and stated, “Oh yeah, she did eat.” Somehow I think he was just covering his a**. What made matters worst was that I was charged for services not rendered. Mrs. Gaby was very snobbish and began to voice all the services received. When I arrived home my dog looked like she was sprayed down with soap and water and left to self dry. I know this because when I bathe her I leave her air dry especially in 90 degree weather. Her coast is very curly when not brushed or combed. Her nails were not filed down as expected and Mrs. Gaby was insisting that these services were done. Mr. Antonio, Mrs. Gaby, Mrs. Melissa will be held responsible for this brutality and cruelty against my pet. P. Rose suffered a traumatic experience during birth where her pack was divided and she developed an acute anxiety problem, which I have been working really hard to help her overcome. Now, the poor thing follows me every where and refuses to stay behind. She is developing, yet another fear: fear of people. This is horrid. I paid 116.00 for my pet to have a night of hellish torture and cruelty.

The staff at these areas discussed are not prepared to deal with dogs or any animal. They have no real enthusiasm and view this as an easy job of which they may get paid very well. Mr. Antonio seemed to have sensory issues and a too clean to get dirty attitude. The staff’s debacle was very unpleasant. Mrs. Katherine and the male worker and to be the only two who had shown genuine care for my pet when doing intake. The groomer is dispicable.

I was so angered that I left the receipt at the store. I called on 7/27 to request that the receipt be sent to me via fax. This describes all supposed services rendered. Mrs. Francesca stated that they may not be able to provide the receipt and that the one I left behind may have been canned. There is no record or receipt that may be retrievable. I am finding this place to be in need of serious inspection for violations of unfair business practices and transactions, animal cruelty and negligence, etc.

Legal representation is welcomed.


Ali December 19, 2014 at 1:05 am

Dogs with anxiety problems often do not eat or drink much in their first stay away from home. My dog goes on a hunger strike when she boards and I’ve worked in a place similar and have seen that to be the case many times. I am not a representative of the company nor do I work there (I have my own complaints against them). You should have been given a report, however, and on the back it would state common things to expect after picking up your dogs. The grooming situation is unacceptable, though.


Paul July 26, 2014 at 4:17 pm

On 7/12/14 I went to the PETSMART store in Bourbonnais IL to buy cat food and a few fish. After waiting over 10 min for someone to help me. I was greeted by the store manager Emily. She ask “HOW MAY I HELP YOU.” I told her I would like 6 feeder gold fish but PLEASE pick out good ones because they are going to be pet’s. She rudely how big the aquarium was and I tole her a 20 gal. She became very snobbish and told me I’m over stocking the fish tank, I said REALLY? Then she rudely said they were not under warranty anyway. I told her keep the dang fish! I did shop here very often but NEVER again.


Karl G. July 25, 2014 at 7:58 pm

I was in the Orange Park, FL store #2283 on 07/24/14 to buy a tray for my large dog crate. The shelf clearly said $33.99. When I went to pay for it they wanted to charge me $39.99. I explained the item was $33.99 on the shelf! There reply was “Nope your paying $39.99 thats what it rings up for. I ended up buying it because I needed it. I then went to Petco in Fleming Island to find the same thing for half the price of $19.99. I ended up returning the first one and explianed to them they that they are ripping people off. The management at your store was very unprofessional.


Alyssa July 23, 2014 at 6:06 am

I was.completely.disatisfied with my fish.buying.experience again at this petsmart store number 1550 in arlington tx. The lady over the fish department was a hassal,was pushy,and was straight up rude. She caused me to walk.out with nothing because.she wanted what.she wanted me to buy for my 50 gallon tank that has no fish she acted like she knew everything and wouldnt just give me.the one damn.tiger barb i wanted. She upset me so much i bought.nothing,and wad the manager who was smoking.outside when i walked up. He just.laughed and offered no help. Wont be going back again. I refuse to be belittled and treated like crap.over simply buying a fish.


Sarah July 20, 2014 at 12:39 am

I personally don’t like Petsmart. A company that supposedly strives to find homes for animals in shelters is a complete failure when your own employees are “breeders”. Some of them push selling their dogs on company time while the managers look the other way.


unleashed July 12, 2014 at 9:25 pm

I worked at store 1683 and seen in the salon the management and how rude she is.The salon manager would take dogs in without rabies.and also belittles the salon team she also is a racist to people she don’t like. and uses gule on dogs in are salon when they get cut.she has told some of the girls in the salon she would never get firerd because the corporate dont care about what we say. there was girl in are salon use drugs and because one of them was a girl she socializing with out side of work they never tested her.shes the favorite and alwas get weekend and holidays off.the same girl has the manager pass code to all computer and is not a manager. this has been brought to corporate attention and nothing has been done.


Nadine July 3, 2014 at 11:15 pm

I just became aware of a situation that happened at PetSmart on rt. 130, in Hamilton Township, NJ. During night hours someone broke into the door where the foster cats are held. They then unlocked the cages of several cats and ABUSED them! One with broken jaw, another claws removed and so on. This was reported to Tim the Manager and he DID NOTHING ABOUT IT! He refused to talk with his night employees or call police. THIS IS ANIMAL ABUSE in a pet store!!! He needs to be FIRED! I have told many this story and asked that they boycott Petsmart!


Shelly Gilbert July 2, 2014 at 4:35 pm

I am also a very unsatisfied customer. I took my great dane to have her nails cut and decided to have her nails painted. I waited out side if the glass area so that she wouldn’t see me while observing other dogs being groomed I thought to my self they way they treat the animals I would never leave her there. One my dog was done the lady waved me over and said she was done and didn’t say anything else so we left since I payed before services were completed like I was told.i have a great dane and put her in my mustang and when we got home I looked at My seats and noticed that her nail polish was wet.i called the store and have been fighting with them for about a month was told to go get my seats cleaned and they would reimburse me I completed my part now they want to say my seats were dirty and not in good shape so they want to give a a gift certificate for their store.i think not if I have to drive further for better service I would rather do that. All I asked was for reimbursement of my car to be cleaned to get the nail polish off.


allison stanley July 1, 2014 at 11:30 pm

I worked for petsmart largo fl. store for almost 5 years and loved my job and took care of every customer never called in sick but was fired for false accusations of stealing i still to this day cant believe i was fired for no reason i loved my job and the people i worked with. i will never get over it and it hurts so bad to think that they would think i would do such a thing. One day they will relize what they have done to an honest hard working person as i am . i was always brought up to think that if you work hard that you will be rewarded. but petsmart has turned a loving person into a person who doesnt belive in anything anymore. i worked so hard for them and moved up in the company to find out the corporate of care means nothing to them.


Monique Alderman November 13, 2014 at 8:32 pm

Dear Allison:

I am truly sorry for how badly you were treated by Petsmart. Don’t give up on your faith! Go to JESUS Christ and give HIM the hurt.

I read all the complaints/comments on this website and now…I do not feel bad for choosing to quit shopping at Petsmart.

They treated me badly with disrespect in two stores and I’ve been a loyal customer for over 10 years!

I asked nicely if the trainer would please send dog owners with their dogs to the dog food aisles instead of where I was shopping. The owners were bothering me as they talked and walked up and down the aisles where I was standing.

It was the third or fourth time that that rude woman trainer yelled at me and raised her voice in the store.

As a Christian, I prayed for GOD to bless Petsmart.
I will not pray for their blessings anymore. They need for GOD to show them how badly they are treating people and their pets.

GOD can and will deal with them HIMSELF. He can deal with mean people better than we can.

May GOD Almighty and the Lord Jesus Christ bless you with the best job you’ve ever had that you are appreciated, treated with respect and financially blessed.



Monique Alderman November 13, 2014 at 8:39 pm

I forgot one more thing….after the trainer yelled at me, I wound up yelling back at her. She got me so upset and she did it on purpose.

I also went to the manager and told him what happened and he tried to help, but he refused to stand up to her..

Before I left the store,that night, I went back to try to reason with the trainer, to make peace with her, but she just kept yelling at me and told me she refused to talk to me. That is total disrespect and no way to treat a loyal customer.



Dorothy Price June 30, 2014 at 9:49 pm

I had a very unplesant experience at Petsmart in Bullhead City AZ. The old woman at the cash register was so rude. First off When I asked for information on the pet perks card she spoke to me like I was a child. She spoke in a very condescending manner and was going over the top pretending to be nice. I was never offered assistence I had to hunt down an employee. It took me a long time to find the dog food I needed then when I went over to another dog food isle I could hear the woman from the cash register talking to another worker saying “these customers are a pain in my ass” and refering to me as an “old bat” that waisted her time asking about pet perks. I left my items rite there and exited the store. I will never go back to petsmart agian. By the way If she is that miserable maybe she should get a job elsewhere….and take acting lessons.


Kay June 28, 2014 at 9:57 pm

I went to ask some information about pet hotel at petsmart Superior location, colorado. The cashier does not know what it is and asks me to go to Banfield counter and ask somebody there. I go there and ask a lady at the counter. She does not know and asks me to go back to the same cashier and ask him. WTF of your employees. The cashier is trying to providing me your cat adoption instead of clarifying my question. And the lady at Banfield is very rude. I am so disappointed with their service.


simon sam gutierrez June 25, 2014 at 10:45 am

My dog loves PetSmart. Does PS have a ‘register’ for
gifts like when dogs have events coming up, like birthdays and such? If not, it would be a nice thing to get going…that the dog doesnt get the same gifts. When my dog goes to PS he thinks he is at Disney World he loves your stores. Thank You.


Katie Barrio June 21, 2014 at 10:31 pm

Ever since Eric, manager at the store 1007 started has been so disrespectful… He has called me names and was talking crap behind my back. Then when I finally left I hear that he said “Now that we have got rid of the trash we can get this store looking good” (referring to a team mate and myself) One day I closed with him and he spent the whole time in his office while I did my job plus his. He is always on his personal phone texting while he was out on the floor. I would like to state, I left because of him. I just could not work with someone so disrespectful.


Kristi Sarch June 23, 2014 at 11:32 am

Petsmart does not care about the employees moving on was the best thing you could do.


Jenny S June 20, 2014 at 6:30 pm

I have purchased three male guinea pigs from two different PetSmart stores, one in Syracuse, NY and two in New Hartford, NY. All three have had to be seen by a vet almost immediately after purchase due to upper respiratory infections. The one I got from Syracuse grew a small tumor under his chin a few days after bringing him home, and we took him back to have him looked at by their vet. They do offer a 14 day guarantee which is very nice. He was taken in, fixed up by the vet, we were kept updated and he was given back to us good as new. A week ago I went into the New Hartford store and saw a smaller guinea pig that would be a great cage made for my smaller guinea pig. I inquired about him but when I saw him I noticed he was breathing heavily. I told the clerk I was still interested in buying him, but was worried because of everything I had gone through in the past. The clerk took my information down on an adoption sheet and took him into the back for isolation. I was informed that we would get a phone call when he looked better and was up for adoption again.

Six days went by, and I called back every day, never once getting a phone call from them. All I kept hearing was “He is still in isolation” or “His heart rate is still up.” or “I don’t know anything about this, call back later and ask someone else.” And then my favorite line “When something comes up with him we will be sure to let you know.”

Six days in isolation is not good for any animal! Why wasn’t he taken to the vet? So finally I called on the sixth day of waiting, today actually, and I am told “It is against company policy to inform anyone about an animal in isolation. He was put back on the sales floor and may have been sold this morning. But feel free to come in and see if he is still here or pick out another one…” YEAH RIGHT! How dare they give me the run around for 6 whole days! I don’t know if that guinea pig ever even saw a vet! He probably didn’t, and I feel like the entire thing was just out of spite. If it was truly against policy, why didn’t I hear that before all of this? Why did the same woman who said “We will be sure to let you know.” come back to say “It is against policy to inform you.”

I am just astonished. They could have at least offered for me to buy him, and then do the same thing the Syracuse store did, take him to the vet, and then give him back to me. I am a good pet parent, and I feel as though I should have just bought him while he looked ill and treated him myself with my own vet! There was absolutely no excuse. I will be sure to tell everyone I know not to buy any small animals from PetSmart. And I will definitely NOT be giving this PetSmart any more of my money! How unprofessional and rude.


Allison June 19, 2014 at 2:49 pm

When shopping a Petsmart today, I observed 17 dogs crammed into the “exercise area.”
The dogs were of all ages and sizes (toy dogs in with large dogs). There was only 1 person in the area with the dogs during this exercise period. This Petsmart is located on Bay Area Blvd. in Webster, TX.

This does not seem to be a very safe situation for the dogs. Some dogs were trying to hide against the walls/in corners. I have seen this same situation when I have gone to this store on previous occasions.

My wish is not to get someone in trouble, but for someone to receive better training on the management of exercise times and safety measurements for the dogs under their care during their exercise period.


Stephanie June 18, 2014 at 5:49 pm

I just moved here from Wilmington NC, I found the local Petsmart took my dog for a bath and Nails. Was told she didn’t like the blow dryer was not all the way dry and that she snipped getting her nails done. I was informed they couldn’t muzzle her so they only did half her nails. I was so upset I just left. I paid full price for half the job and now still need her nails cut. I chose to not go somewhere else because I have been going there for the last 4 years. Yet I doubt I return. I was not told sorry or offered a discount. Now, I come home and my house smells like wet dog. I was very disappointed with the situation.


cpenrose June 17, 2014 at 10:59 am

Took my little Lola to the groomer at Petsmart at 5:30 called at 6:30 just to check on her they said she was with the groomer…I went back to pick her up at 8:05 they said that she was next. I said “you kept my dog in a cage since 5:30 wtf…They said she was already bathed but I didn’t want them to bring her out because I knew she wouldn’t stay…they said she would be done at 9:00 I went to get her and told the girl she didn’t look clean, and I picked her up and smelled her and guess what “THEY DID NOT GIVE HER A BATH”. I asked for the store manager but he went home, and when I went to pick her up there was some one at the door with a key, the place was closed, my little Lola was the last dog there. I told the groomer manager smell her she doesn’t even smell like shampoo, she said they used tangerine, and I said you must’ve lost your sense of smell because there’s no way she got a bath, and her haircut was on a 7 blade when i SPECIFICALLY ASKED FOR A 5 blade. Of course, I didn’t pay for this. Lola walked in the house and drank a whole bowl of water, she was probably dying of thirst after being in there for 4 hours. You know that i WILL BE CALLING THERE, OR GOING THERE FIRST THING TOMORROW TO SEE THE MANAGER. DO NOT BRING YOUR DOG THERE, THEY ARE ABSOLUTEY HORRIBLE!!!!!!!!!!!!!!!!!!!!!!
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Howard June 13, 2014 at 8:20 pm

Boy am I UNHAPPY!!!

I made the mistake of purchasing a 50W Heater for my 10 gallon tank (0073725702168) and it malfunctioned.

Much to my horror my entire tank was cooked to death!!! I treasure my fish and had raised most from babies. Now they are all gone. I called the store manager and she said that I would have to contact corporate to replace my loss.

I lost 10 fish– and they were all healthy prior to adding your coffee maker.

Please propose a fair and reasonable settlement. At a minimum I would expect to be able to select 10 community live bearing fish and replace the defective heater.

I have multiple tanks and separate the babies and breading pairs. Unfortunately, this was the tank where I kept my favorite adults. Most were very fancy exotic guppies.

If you choose to use the excuse that the problem is the manufacturer of the heater– then you can seek damages from them. I bought the heater from you, so you should handle the issues.

Thank you,


Howard June 16, 2014 at 10:08 am

so here was my response:


Dear Howard,

You are most sincerely welcome! We appreciate your taking time out of your day to thank us. We enjoy providing all your pet needs!

Should you have any additional questions now or in the future, please feel free to contact us by email or by calling PetSmart Customer Care at 1-888-839-9638. We will be happy to assist you.


PetSmart Customer Care
Phone: 1-888-839-9638

— Original Message —
From: Howard
Received: 6/14/14 9:29:12 PM CDT
To: PetSmart Customer Care
Subject: Re: Customer Service Contact Us Form Submission

thank you

From: PetSmart Customer Care
Sent: Friday, June 13, 2014 9:47 PM
Subject: RE: Customer Service Contact Us Form Submission <>

Dear Howard,

Thank you for your e-mail and for bringing this to our attention. I have taken the liberty of entering a customer complaint on your behalf. Your complaint will be addressed by a member of our Management Team within 3-5 business days, and you can expect a reply at that time.

We sincerely apologize for any inconvenience or frustration this may have caused you, and we appreciate the opportunity you have given us to set the matter right.


PetSmart Customer Care
Phone: 1-888-839-9638


jean June 12, 2014 at 4:50 am

I shop at petsmart in culver city and it is so hot in the store then outside. I have seen customer leave the shopping cart in the store because of the store is hot. We have told the manager so many times and she said that they told corporation and nothing has happen. I feel bad that the employees have to work in the heat in the store. I feel sorry for the cats that have to stay in the store with the heat .


N. Clinton June 8, 2014 at 7:17 pm

I just called petsmart in Lancaster CA,
On valley Central way…
They picked up the phone, but no one answered.
It sounded like they tried to hang up, but didn’t
Do a very good job, I heard a woman moaning
And banging, and a mans voice moaning.
I hung up… These are the kind of people that
Work there ( SMH )… I guess someone’s getting
A raise! But not for doing their job!!!


Rebecca Lee June 6, 2014 at 1:10 am

I need to know the process of how to file a formal complaint against a “rescue” effort you have running at one of your store locations.

My daughter had a violent allergic attack the night I brought home one of their cats and nobody is helping me with the refund. I have a cat cooped up in a bathroom. I was promised a refund by the lady who runs it but she is running from my calls now. PETSMART Lakewood, WA said there is “nothing” they can do.

I refuse to accept this as an answer and will climb the chain of command. There MUST be a proccess. I am completely livid by this as a long term PETSMART customer.this is a childs medical issue.


Kristi Sarch June 2, 2014 at 9:35 pm

I worked for petsmart store 1946 Richmond Tx. for just under 5 yrs. On May 23rd I was terminated for reasons I still do not understand. I am sure it was mostly retaliation for speaking the truth about our store manager. Called HR for help but that was another Joke. I was told I could allways reapply. Do not understand how I could be terminated but can be rehired . A couple of months ago I was employee of the month. My request cust are very upset many of them have found ways to contact me. I will let them all know how petsmart treats employees. I did not deserve this from this co. Retaliation and age discrimination seem to be ok at petsmart. On the day I was fired They called me to come in early to cover for another groomer that was sick. I was told they called me becouse they new they could count on me. TO BAD I COULD NOT COUNT ON THEM


unhappy cust June 3, 2014 at 8:33 pm

I was in that store today, and what has happened there is a shame I used to drive to that store instead of going to sugarland location which is much closer to my home. Employees seem very unhappy which makes cust very unhappy. I used to go to robin to have my dog groomed after she moved I met and felt comfortable with Kristi S. only to find out when I stopped in to make an appointment with her That she was fired. No one would tell me where she went to then I found her post. I will never go in that store again seems they have a hard time retaining good groomers. I will wait until she is some where else. She is worth waiting for.


Kristi Sarch June 4, 2014 at 4:51 pm

Thank You I miss all of my cust and the pets I took care of. I will be back grooming soon


Kristi Sarch June 19, 2014 at 5:56 pm

Well I can see know one from petsmart cares about the employees or the customers two more groomers left because of the store manager and the district manager of store 1946 in Richmond, Tx. That store used to be one of the best in the district now it is the worst!!!!


Former PetSmart Pet Care Specialist June 6, 2014 at 3:03 pm

I got terminated after under a year of working in the Petshotel because my commands were not in exact accordance to the level of intensity or form of what I was being taught. I was not even a dog trainer, but a doggy daycamp counselor. I was subjected to numerous critical encounters by the women who ran the camp and hired me, that often left me holding back tears almost every time I left that office. One day I was told that I was doing great and to keep it up, the next day I was writing a form for being lectured. I followed everything asked of me, came in when they were short of hand and enjoyed what I did. I never encountered a real panic attack than what I encountered working at that location. I will never understand it, if I got rehired, I would work there again just with new and different people. Traumatic experience that did not have to be had.


Kristi Sarch June 23, 2014 at 11:27 am

Move on that is how petsmart treats employees. I got fired because the new store manager did not like me. She and the dist manager of store 1946 in Richmond Tx treat employees terrible and get away with it. There is many places to work in the pet industry with out being treated the way petsmart treats there employees.


Kristi Sarch June 14, 2014 at 8:55 am

Here we go again!! In the past week store 1946 Richmond Tx has lost two more groomers including the salon manager. How long is it going to take for this co. to take a look at the management team at that store and see the true problem.


kristi sarch October 12, 2014 at 5:21 pm

I guess I can not re-apply !! I tried to go back to petsmart because I really miss my job. I thought I could be rehired because the store manager that fired me has also been fired. The DM that was involved in getting rid of me no longer works for the co. either not sure why he is just gone. The new DM refuses to look into my work history with the co. or over turn what has happened. I was an excellent employee was employee of the the month just the month before I was let go. I did nothing to be fired over the then store manager had a problem with the groom shop and made an example out of a few of us. I am hoping some one from corporate will look into this and let me have my job back.


kristi sarch October 13, 2014 at 8:10 pm

I would like an answer not one of my messages since last May has had a response from any one at corporate I believe I deserve that much!!!! I am going to have to start sharing all of this on social media to let people know how it really is, I want my job back because of my passion for the pets in my care and my true concern and compassion for the pet parent. I had many request cust that have left because I was forced out. Please look into this and let me know why I was fired and why I can not have my job back. Petsmart did have to pay me unemployment because it was found thier was no reason for termination.
The new store manager wants be back the salon manager wants me back and so do the pet parents!!!


kristi sarch October 13, 2014 at 8:11 pm

Is it so hard for Petsmart to admit they were wrong in this one


Shirley Washington June 2, 2014 at 6:24 pm

ATTN; To whom it may concern:

First of all, I am an unhappy customer. I have taken my 8lbs toy poodle at the petsmart hotel since 2006. On, last weekend. Memorial weekend I had made reservations for my dog three weeks before. When, I went to drop him off on last Saturday May 24, 2014 – May 26. That didn’t happen at all. Two very unprofessional staffs members. The 1st one name Nancy said she tried to put the name tag on my dog and he snap at her. I was there and the stores has cameras and he didn’t. Spoke to the manager which very, very unprofessional and very young. She is going to give me a place down the street that boreds aggressive dogs. Number ! my dog, has never been aggressive. If he has been aggrestive why has he been going to there since 2006. My entire plans had to change cancelled my flight because could not find anyone to bored him. And he is unable to go to another petsmart. I am very upset, and I will never purchase anything at Petsmart again. ANd that’s is not Right to put that in the system, where my pet can’t go to another one. I just call to the get the names and the manager only gave me her first name. which is Ameris. Petsmart is located 6204 West Park Plano, Tx.

Ms Washington


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