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 1500 PetSmart and 200 PetsHotel locations in the US, Canada, and Puerto Rico.
PetSmart has used their locations as spaces for pet rescue organizations and shelters to offer animals for adoptions, rather than sell animals from breeders. The company also offers free pet supplies, such as cat litter and dog toys, to rescue organizations.
PetSmart Charities Inc. is set to award the Austin Humane Society the first of three grant installments totaling $227,000 to assist in funding the city’s new Feral Cat Spay/Neuter Program.
As of March 12, 2015, PetSmart, Inc. was taken private. PetSmart, Inc. is now a subsidiary of Argos Holdings Inc.
The company acquired online pet supplier Chewy.Com in April 2017 for $3.35 billion.
Annual revenue for the company in 2014 was $6.9 billion. PetSmart employs more than 50,000 persons full time.
Due to the coronavirus pandemic, the company had originally closed their grooming locations, while leaving the remainder of the store open, but this was only a temporary measure. Petsmart reopened their grooming shops in early April 2020, stating that pet grooming was an essential service since some pet owners were unable to groom their pets themselves.
In an effort to encourage people to stay home during the COVID-19 quarantine, Petsmart also offered 10 percent off all home deliveries of pet products.
Company headquarters remain in Phoenix, Arizona.
Joseph Blow says
The Petsmart in Simi Valley, California is terrible, particularly aquatics. It’s a running joke here in the valley…
There’s a fat tattooed girl who works fish sometimes and will argue with you about the tanks you have. The selection is always bad with a few sickly fish…and most tanks are empty. Tattoo girl even confided they put stickers on some tanks so they dont have to deal with customer requests.
Dog groomers will yank pets harshly to keep them in still, you can often see fear in their eyes.
Manager has 3 Stooges stickers on his car, what does that tell you?
Acts like he doesn’t care and there collecting a check until they fire him.
Jack Dreyfus says
Vicious gaslighting monsters who ruin the lives of their associates and murder the animals entrusted to them!! I was a manager for this company for 8 years and the post-traumatic stress from the death of thousands of animals and the clinical depression that was developed during working for this place has led me to try and commit suicide nine times, this place will be the reason for my death and the blood is on your hands!
Debbie Davis says
I hear you will be opening up your grooming salons on April 6, 2020. I think this is so ignorant of your company to do this during this pandemic of covid – 19. Yes, I do feel it is essential to feed our pets, but it is not essential to get them groomed. Humans can not get hair cuts. But your greed of money is worth putting your employees lives in danger for dogs to get groomed. Instead of you doing this you should furlough your groomers with pay. So when this is all over they will be healthy and able to come back to work. Not risking their lives were they could possibly die if they get covid – 19. Peoples lives are worth more then money. I am sure most if not all of the corporate works are working from home. That is the safest place for all of us that are not essential works. Please don’t choose money over lives.
Citizen Dourety says
You are a retarded imbecile who has no idea how freedom or free markets work. Go f**k yourself you commie piece of sh*t.
Jack Dreyfus says
Dude do you just troll year old comments to throw your unmitigated hatred at? F*** off!!
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Upset customer says
I tried to process a Black Friday order online with PetSmart. It wouldn’t go through on their website. I contacted them to report the problem. By the time they got back to me, the discounts were over. They offered me 10% discount on my next order. That is nothing on what I was going to save. They wouldn’t even honor the Black Friday prices. I’m not happy with the customer service I received from there. They didn’t seem like they cared. I found the staff rude and uncaring. They just lost a loyal customer.
Joan DelRosario says
We buy the L/XL zig-zag wooden bird chew for our African Grey (Scarlet) and she loves it, our problem is when it’s all chewed and there’s nothing left but a
CHAIN, do you have a plan in place for these chains to be recycled or reused etc.?? We have accumulated a few over time and it seems such a waste not to be reused.
Any info on this would be appreciated. Thank you JOAN
Richard Roberts says
i hope this is not a waste of my time.i know that what i have to say, has happen to thousands of other online customers.what i am about to say has happen to me a number of times.you find the item you want.you go to make the deal happen.were you buy online pickup at store.to have them say item not in stock at your store.witch is nothing but BS.the item i was trying to buy was a125gal aquarium and stand.in store price 649.99 online price 499.00.not in stock at your store,dont play online games whit people and online sales.thic is the first and only time i have made any comment.about the online program.but i might send the state of OREGON ATTORNEY GENERAL.EMAIL about pet smart online scam.offer a good price.then the customers cant get what they want.
Susi Trippe says
I took my very active dog to Pet Smart on Power and Ray for grooming and his last physical of the year. He now has compressed cervical discs , is severely lame in his R front paw and can hardly walk!!!! The groomer was told to NOT put a leash around his neck and Banfield was reminded not to mess w/ his hips so now I have a dog on 5 meds just so he can make it down the hall to go to the bathroom!
Kim A LIPPLER says
I wanted to leave 5 stars to Reba the dog trainer at surprise Arizona.
She cares so much about the animals and the well being of her customers. She is just an amazing dog trainer! My simba absolutely loves her and he has completed his 4 training classes and is on his way to be a service dog. He responded so well to the way she speaks and trains him..
Thankyou Reba for an outstanding job in training multiple animals. Alot of my friends go to you now because of how highly I speak of you. Thankyou for being you!
Ernest Gutz says
I recently visit 2435 NW Federal Highway Jensen Beach FL and had the distasteful experience with a manager by the name Lisa C. I had asked her for some coupons for my cat medicated food, she only gave me 2 said that she could give me more, even though i was going to make a big purchase, like if the discount was going to come out of her paycheck. those people don’t care of their customers, they are only there to make money and ring you up and get the hell out of there. Since i will never buy there again, i really don’t give a crap for those people, I rather go to petco which they do price comparison online, and their staff are much friendlier.
Phillip Iain Huynh says
This issue is in regards to Chewy.com, a company owned by PetSmart. Even if Chewy exists as a separate entity, the parent company is still liable.
My complaint involves Chewy customer service, the pharmacy department, and the Vet Diet department, as well as the interactions among them.
I have repeated attempted two speak with both Chewy and PetSmart at the corporate level and have been denied contact information.
Among other issues is an instance where Chewy mishandled my pet’s prescription ( ie giving me. script that never existed.) I was told that someone inputted the incorrect information and possibly mixed up prescriptions of different clients.
My next step is to contact the Kentucky pharmacy board.
If this issue ( there any many many more,) please contact me via email so we can speak by phone.
If I do not hear from someone on a corporate level by June 5, 2019, a formal complaint wll be filed with the Kentucky pharmacy board.
PetSmart is a JOKE!, and so dishonest and liars at their Rochester hills Michigan store, particularly their manager Joe.
I volunteer at the Humane Society of Macomb Michigan a real organization that takes care of animals. A place that PetSmart could learn a lot about people with honesty, integrity rather than being dishonest and lying to making a buck.
I was there a couple of weeks ago purchasing some items for the shelter, when I was approached by Joe who said he was the new store manager. I told him about the volunteering work that I do and all of the dogs and cats we have.
I brought up the issue that the Humane Society of Macomb Michigan is looking to team up with a place like a PetSmart where we could display animals that are up for adoption. Joe told me that the Rochester Hills Michigan store needed a new source because the one they had before doesn’t deal with dogs anymore. So he gave his contact information and said he would clear it with Headquarters I was excited and Joe “appeared’ to be so I thought. (Instead of a store manager he should go into acting!)
I then passed along Joes contact information to the director of the Humane Society of Macomb Michigan, who call the store and spoke to a women on the phone and said she would like to talk to Joe.
As the director was waiting to talk to Joe, It seem that the women at PetSmart forgot to mute the phone when she was talking with Joe to let him know it was the Humane Society of Macomb calling.
While the phone was not muted what we did hear was all the “bad mouthing”about the Humane Society from Joe to the women who answered the phone and that he wasn’t interested in doing anything with the Humane Society of Macomb, and for her to tell us he was in a meeting and couldn’t talk.
Hey Joe we heard every spoken word you said badly about our organization, You don’t deserve to work there, if your truly a man ( and I doubt it) then you owe the Humane Society of Macomb Michigan an sincere apology and so does PetSmart. Your a dishonest lying individual!
I’ve tone down this post in fear that what I really think of you Facebook would remove my post!
I’m going to make it a point to let everyone I come in contact with at the shelter and all social media I can find, to know about this and what type of people PetSmart hires and the person you really are.
Here’s a thought maybe PetSmart should remove the word “Smart” because you sure don’t have smarts when hiring people! and I having doubts about peoples p
Please be sure to check expiration dates on dental products. I cannot speak regarding other items, but purchased two bags of C.E.T. VeggieDent. After opening one package I noticed the date was Sept. 2018, the other October 2018. Closest store to me is 2 miles and they do not have them. Now I must make a 23 miles round trip to return. Called the on line number…they want me to return to any Petco store which are all some distance from me. All the local stores show they are low on this product or out…not running around all over town to find them. I’m done…no help from Petco… Just spend $200 at Petco for rescue pup I adopted…won’t be getting anything else there. I did contact Virbac the manufacturer of VeggieDent. Thought the only problem I might have with outdated item was possibly being hard. Not good for little dog, plus difficult to help with placque though.
Jennifer Butler says
How absurd that you charge extra for dog grooming on weekends. You are penalizing us normal people who work during the week. I picked my dog up from grooming today on a Monday and was charged extra due to a holiday week. After 7 years as a customer it’s time to move on.
Took my dog here to get a bath and his anal glands cleaned. The lady didn’t even clean his glands and we had to take him to the vet and pay a 140 dollar bill because he was in pain. a 20 dollar bath cost me money I didn’t have. its really a shame.
persmart hell on earth says
why should the groomer stick their fingers in your dogs a**? YOUR responsibility to take them to the vet first.
lory patrick says
Wow! So many bad reviews so as they say, “When there’s smoke, there’s fire”…I have to believe there is some truth in what is being said about PetSmart, so sad! I guess I also had a bad experience from their grooming department who took both of my dogs and kept them for over FOUR HOURS, which I would assume is a normal time to groom two Shih Tzus (bath, brush out, trim nails, etc.). I received a call stating my dogs were ready but “there was a problem”. The girl on the other end of the phone refused to tell me what the problem was, she just insisted “that I get there ASAP”. Of course I thought my dog died or was in trouble, especially because my one dog does have a heart condition I did tell the groomer about. After blowing through every red light to get to this store I discovered, no problem, my dog was just “breathing heavy” since I left her at the store FOUR HOURS ago, and yet because of this labored breathing they decided to not groom her at all! JERKS! Why not call me immediately and I would have picked her up instead of leaving her in a cage for FOUR HOURS. This was the store in the Outer Banks, by the way. I refused to return to this store until lately when I had a Pet Supplies Plus coupon for $10 off $60. In Niles, Ohio where I live PetSmart honors all competitor coupons but here I was told since there was no Pet Supplies Plus on the island they weren’t a competitor, blah, blah, blah. Bottom line, they wouldn’t honor my coupon and since I wasn’t returning to my Niles home until after my coupon expired I could just toss it in the trash. I have a better idea. I think I should just toss my PetSmart membership in the trash because this store, especially with all of these negative reviews, is not the kind of store, or the kind of people, I want to do business with. It appears they got “too big for their britches”…
Charles Pettigrew says
TODAY, 9/10/2018. I HAD AN APPOINTMENT FOR MY MADDIE AT 10:00AM, I ARRIVED AT 9;45 AM AND DALTON TOOK HER IN SHE WAS TO REXCEIVE A SHAMPOO, BRUSHED,EARS CLEANED,NAILS GROUND,TEETH BRUSHED ?, ANAL GLAND TAKEN CARE ( NOT DONE)DALTON SAID IT TAKES TWO TO THREE HOURS FOR THIS SERVICE, MADDIE IS 16 LBS.I ASK IF HE COULD DO HER AS QUICK AS POSSIBLE IT TOOK TWO HOURS BECAUSE, THE RECEIPT SAID DALTON WORKED ON HER FOR I HOUR. I MISSED MY IMPORTANT MEETING IN BEAUFORT, S.C. BECAUSE OF THIS. WHEN I PICKED MADDIE UP SHE WAS STILL A LITTLE WET., DALTON GAVE ME THE BILL AND SHOWING WAS THE AMOUNT OF $ 16. PLUS, WHEN I PAID AT THE REGISTER HE HAD PUT ME ON ANOTHER PLAN THAT COST AND ADDITIONAL $22.00
, MY TOTAO WAS $ 38.and change. IF THIS IS THE TYPE BUSINESS YOU ARE RUNNING, YOU SHOULD RUN OUT OF THE USA. I EXPECT A REBATE OF THAT $ 22.00. I HAVE BEEN PAYING $16, 00 and change. MY NEXT MOVE IS THE NEW MEDIA IF NOT RECEIVED. THANK YOU SEMPER FI
Pete Holba says
What’s with the Pitty Ban at Petsmart daycamp and dog training?!!
I would expect this company to be at the forefront of denouncing idiotic breed bans, not encouraging them. Get informed and knock it off!! Pit Bulls are loving, gentle dogs. Ban the idiots who mistreat their dogs for the purpose of making them angry and aggressive. I’m beyond shocked that CEO, Michael Massey, could be so devoid of knowledge. Get rid of him!
I’ll be buying my pet supplies elsewhere until you guys come to your senses and air some PSAs supporting Pit Bull adoption to make up for your egregious act of irresponsibility and ignorance.
Cecelia LANE says
Petsmart is a terrible company..You will never get a dime of my money. Called to get info from local store in Concord NH. Associates are ill-informed, rude, played button games with phone and pretended they had phone problems, 3 different people behaved this way, one said they were the manager and kept hitting the buttons to put noises in my ear instead of addressing the issue. Clearly this company has issues, there are 1000’s of nothing but complaints on here, not one good comment. Someone is not paying attention to their business. You have lost a customer in me……you suck s**t
Leiba Bobb-Mitchell says
So I’m totally upset over the horrible service offered by this company!!! I scheduled the appointment online and ensured to call my vet to have them fax over the proof of my pets up to date vaccination. I was called the day before the appointment with the receptionist. She was very disorganized because the appointment was scheduled for 5 pm and she said 6 pm and I corrected her several times in regard to the appointment. Then I asked if she received the doXXXXents from the vet and she claimed that I don’t have anything to worry about because the vet information was doXXXXented on their system. So my daughter took our pet to the Glenmont, NY PetSmart to be told that he could get groomed. The supervisor was absolutely the worst in dealing with the situation saying that the receptionist is new and unfamiliar with the policy. Mind you the rabies tag is on the pet from 2017… I thought this vaccine is good for 2-3 years….overall I was told by the staff in the grooming section that they aren’t sure when the vaccine was given but we all know what it is no wants to help!!! I honest give them a zero for customer care overall the manager wasn’t allowing me to speak so I would be following up with the fact that it isn’t my fact that you trainee made such mistakes that cost the company money. This leaves me feeling away from knowing that Petsmart lacks the ability to handle customer relations…Oliver for the record you suck as a manager!!!!
RUTH TIDWELL says
6/30/2018 – HARBISON STORE – BOWER PARKWAY – COLUMBIA, SC: WE HAVE BEEN LOYAL CUSTOMERS FOR M0RE THAN 17 YRS…AIREDALE, SASHA (WELL MANNERED AND USED FOR THEIR TRAINING), THEN THE AIRDALE PASSED AWAY AND WE GOT TEAGAN, A SMALL STANDARD GOLDENDOODLE WITH BEAUTIFUL HAIR AND VERY WELL MANNERED. THEN ONE YEAR AGO WE ADDED OUR 2ND GOLDENDOODLE, RYLEN, WHO IS ONE YR. OLD. STEPHANIE (GERMAN) WAS A GREAT GROOMER FOR THE AIREDALE FOR 7 YRS. AND FOR THE 1ST 4 YRS FOR TEAGAN. ONE DAY ABOUT 4 YRS AGO, STEPHANIE HAD HER FROM 9-2:30 WHICH WAS UNACCEPTABLE. WE NEVER HAD MADE ANY COMPLAINTS AND ALWAYS PRAISED PETSMART TO OUR FRIENDS. BUT THAT LONG DAY WAS THE FIRST TIME THAT WE CALLED TO CHECK ON TEAGAN. WE CALLED AROUND 1:30 TO SEE IF SHE WAS READY AND SHE WAS NOT. WE TOLD STEPHANIE THAT WE WERE ONLY CALLING BECAUSE WE NEEDED HER BY 2:30 AT THE LATEST BECAUSE WE HAD AN APPT. (9-2:30 WAS WAY TOO LONG). APPARENTLY STEPHANIE HAD NOT EVEN STARTED CUTTING HER BECAUSE WHEN WE GOT HER, SHE WAS ALL CHOPPED UP AND STEPHANIE HAD AN ATTITUDE. DAVID ALWAYS PICKED HER UP AND HE WAS SO SHOCKED HE COULD NOT SAY A WORD. HE JUST PAID (WHICH WE SHOULD NOT HAVE PAID) AND LEFT. THAT HAPPENED ABOUT 3 YRS AGO. AFTER THAT, WE HAVE NEVER ASKED FOR STEPHANIE. RECENTLY, STEPHANIE TOLD MY HUSBAND SHE WOULD NEVER CUT TEAGAN AGAIN, WHICH WAS FINE WITH US BECAUSE WE WEREN’T GOING TO USE HER. WE NEVER TRUSTED HER AGAIN. THE PAST 2 MONTHS DAVID COULD TELL SHE WAS TELLING THE OTHER EMPLOYEES UGLY STUFF. SHE HAD BEEN TELLING THE GROOMERS THAT WE WERE TOO PICKY. WE HAD BEEN USING ROBIN FOR A COUPLE YRS. AND SHE WAS WONDERFUL, BUT SHE MOVED TO NC. THEN MIKALA (HAD LOTS OF TATOOS) HAD CUT HER TWICE AND THE 2ND TIME TEAGAN WAS UNEVEN IN A FEW PLACES BUT WE NEVER COMPLAINED. THEN WE FOUND OUT TODAY, 6/30/2018, FROM STEPHANIE, THAT MIKALA SAID SHE DIDN’T WANT TO CUT TEAGAN AND RYLEN ANYMORE BECAUSE IT TAKES TOO LONG, THAT SHE WORKS ON COMMISSION AND WAS LOSING MONEY ON THEM. SHE SAID WE HAD TOO MANY REQUESTS LIKE LEAVING THE HAIR A LITTLE LONGER ON THEIR LEGS LIKE A SCHNAUZER AND DONT CUT THE HEAD AND EARS LIKE A POODLE. HOW HARD IS THAT? DON’T THEY CUT SCHNAUZERS? STEPHANIE SAID MIKALA SAID SHE WAS SCARED TO TELL US. WE HAVE ALWAYS BEEN PLEASANT AND NEVER COMPLAINED. EVEN WHEN WE CALL FOR A BATH FOR EITHER ONE OF OUR DOODLES, THEY SAY THAT WE BETTER BE SURE THE DONT HAVE MATTS, WHICH WE HAVE NEVER SENT THEM MATTED, BECAUSE THEY SAID THEY DON’T HAVE TIME TO COMB THEM OUT. WE HAVE NEVER SEEN ANYWHERE THAT YOUR GROOMERS ONLY GROOM SMALL DOGS OR SHORTHAIRED DOGS. ONE TIME TEAGAN HAD A COUPLE MATTS BEHIND HER EARS BUT THAT’S THE ONLY TIME AND THAT DID NOT WARRANT THE NASTY WORDS AND TREATMENT BY THAT EMPLOYEE. TODAY, WHEN DAVID WAS PICKING TEAGAN UP, SHE HAD BEEN GROOMED BY NICOLE (AFRICAN AMERICAN) AND SHE HAD CHOPPED TEAGAN UP SO BADLY THAT, FOR THE FIRST TIME EVER, DAVID ASKED NICOLE TO STRAIGHTEN HER OUT. HE SAID THAT CUT WAS NOT WORTH $89.00 THAT HE HAD TO PAY. STEPHANIE WAS STANDING THERE AND AGREED. THAT’S WHEN SHE SAID WHAT I STATED ABOVE. WE WILL NEVER USE PETSMART IN ANY WAY AND THAT’S A SHAME BECAUSE WE WERE FAITHFUL CUSTOMERS. WE SURE HOPE YOU WILL TRAIN YOUR GROOMERS TO TREAT THE CUSTOMERS WITH RESPECT. DAVID AND RUTH TIDWELL
Joe Blow says
Soon a petition and grievance will be filed against PetSmart on behalf of over a dozen former employees of a PetSmart store in NJ.
Back in September of 2017 the Moorestown NJ store on Nixon Drive (store in question) came under a new store manager (L’erin Gaines and assistant store manager (Amanda). Corporate knowingly transferred one Mr. L’ erin Gaines from the Fairless Hills, PA. store due to mistreated employees threatening to all quit if he remained employed there. Knowing such an awful tyrant of a person is in charge of people’s livelihoods and careers, corporate desides to transfer him to the Moorestown, NJ store location. It didn’t take long at the new location in Moorestown that Mr. Gaines continued his tyranny and threatening ways towards the employees that were working there for months and even years. It didn’t take long for Mr. Gaines to force employees and managers alike to quit, resign, walk out or get fired. His tyranny and very poor management continued for a better part of 8 to 9 months upon arriving. Why would corporate back a store manager knowing that he has a history of being a major problem, just to cause it elsewhere? This is why a petition and grievance soon will be done in place of over a dozen employees and managers that lost, forced to quit, walked out on or gotten fired while Mr. Gaines was the store manager at the Moorestown, NJ location.
Solution????? Yes, an investigation should be done immediately. All employees/managers that were abused by this man and forced out of their livelihoods by him should get their jobs back or offered so if they want it.
Tiffany White says
My manager marry rossy transferred me but has been treating has been jerking me around since i got there. I was hired as a bather then transferred to her store who was hiring bathers and she made me a cashier and hired other people as bathers then told me that shw was full of bathers and also said she was going to cut my pay because im now a cashier. Then when i told her i cant work for less than what i make because i spend $80 in gas getting to work each week. Thats half my paycheck, she kept my pay but cut my hours. Just so she can get a $100 check at the end of the week for being under labor hours.
Took my dog to the Parma Ohio store. When I goto pick up my dog they tell me that they cut my dog and they took him to banfield for treatment. When asking the manager on duty about this, the manager on duty was clueless as to what to do. I has to go back to store to get a refund for the grooming in which they charge an outrageous price of $56.00 to get groomed. I tell them that I want to take the dog to his normal vet, instead of Banfield and they do not know what to do. The manger on duty says she has to wait until wednesday when the store manager is back. I call the corporate office and they tell me that it will take 48-72 hours to get back to me after they injure my dog and treat him without my consent. I refuse this time frame and then they say that it will still take 24 hours to get back to me. Bottom line is Terrible Management at the Parma Ohio store.
Kimberly Brenowitz says
Service dog thrown out of Petsmart store #0286 Johnson Ferry Road, Marietta GA 30068 by Bobby Williams on 3/27/2018 at 12.30 pm. I have been going to this store for more years than I care to remember. Our group is also a Petsmart Charities member, we did adoptions out of this store for years until management became unbearable to work with. We train service dogs for those with disabilities. We walked into the store a client and myself, took a cart and was walking around discussing items that they may need and what was appropriate for them to buy as a new service dog working team. In the store 5 minutes when Bobby Wiliams came up to us and told us that Petsmart does not allow training in here, you need to leave. I informed him we could be in any place the general public is allowed to be and that we were shopping. He told us we need to leave and get out. We walked with our cart to the front I asked for his name and here is the email to you.
There was no reason for us to have been treated so rudely and I intend to report this attitude that Petsmart does not welcome service dogs and those with disabilities.
Re: Store #3023
I went to my local Pets-Mart and after trying my hardest to help the manager understand that no taxes can be charged for service dog supplies and/or food in the state of Texas. I’ve already presented them with a tax free form. They continue to ask for a tax I’D number. Being I’m an individual and not a business, no number is given by the state of Texas. However, the form I submitted to this store is from the state of Texas to reflect tax exempt for indiviuals with service dogs. I hope someone at your corporate level would call the state office and confirm there’s no taxes on items for service dogs. Just like there’s no taxes on hearing aid batteries either. Could you please take care of this and train your employees the proper handling of these issues? Thank you in advance for your assistance and I apologize for any inconvenience this may have caused you!
Melissa Dopp says
I have two 9 y/o bichons and I have been bringing them to the groomer at Petsmart for years. I am always happy with their service. The only problem I have ever had was this past Monday. One of my dogs has a scar on his belly and the razor used to clean away the excess hair nicked the scar allowing an irritant to get in under the skin. This caused the normally flat scar to become red and swollen and I know very itchy. I took him to my vet and was given a topical and an oral medication. I called my local Petsmart (Enfield, CT) and spoke with Stephanie. Not only did she reimburse me for my dogs grooming but I also was given a coupon for his next visit. She apologized many times for what was just an accidental incident and was genuinely concerned for the welfare of my dog. I will always go to Petsmart for all of their needs!
ARmand mercier says
We have been dealing with Petsmart for a number of years now and we never really had any problems they’ve always been polite the stores are very neat everything nothing to complain about . last year we had bought a pair of dog clippers to clip our dog to do a little trimming etc. and we bought the Andis cordless clipper over a year ago we used them four times and all of a sudden they got dull so we went to have the blade sharpened we went to the sharpener and he told us they cannot sharpen the blades that they have to be replaced and you have to buy new ones we were kind of shocked because we had done our dog only four times so we went back to the manager at Petsmart in Yuma her name is Heidi and I must admit she was exceptional . we showed her some of the comments on Amazon about the clippers of the problems they’ve had with them so she then decided to allow us to buy new clippers whatever we wanted at 60% off the regular price which was already on sale she virtually gave us our money back and allowed us to keep the old ones which were not good. I’m extremely impressed She could’ve told us that the warranty was up and that there’s nothing they could do but instead she took the initiative and did a really nice thing they have my business for for a long long long time Keep up the good work Heidi
Lois Walker says
On January 12, 2018, I took my dog to the Cotswold location in Charlotte, NC. Everything was fine when I first walked in, however, shortly afterwards the groomers looked at me kind of funny. I told them that I had an appointment with “B”. When “B” came out she started entering my information such as, ‘Has he been treated for fleas, etc.”? Then another groomer put her dog down on the floor and walked over to “B” and I and said that she will checked to see if my dog was matted. After this female checked my dog she yelled, “He’s matted, he’s matted. “B” can’t take him because he is matted.” I then asked to speak to the manager. Alex, another female groomer said, “We can’t take him if he is matted; “B” is not trained’. I then asked if I could speak with a manager. Alex huffed by me with an attitude and said that she would get the manager. When the assistant manager, Justin, walked in I told him that I had been bringing my dog there for at least seven years and that I had never had a problem (with previous/former staff) and then I started explaining what had just happened. I also told Justin that I had driven from the other side of town during my lunch break to bring my dog there to get a bath. Justin said that they couldn’t bathe a dog that was matted; that my dog had to have an appointment with a groomer. I said okay, I can cut the matted spot out (near my dog’s right shoulder). Justin then said, “You’re not using our scissors. We don’t have a groomer available.” Justin didn’t even check the schedule for a groomer before he gave this response. REALLY! I asked if I could speak with the manager over him and I was given the store’s phone number because his manager was off that day. When I got back to work I called the corporate office with my complaint and I asked to speak with the district or regional manager over the Cotswold store. The customer service representative told me that they couldn’t give out that information but they would send an email of my complaint to the local store manager. The local store manager left me a voice mail but I didn’t bother returning her call because she is just as young and immature as Justin the assistant manager. NOTE: I noticed that my dog would always be shivering extremely hard when we walked into the grooming department. I thought is was because he was just nervous but now I’m wondering if he was being mistreated. We won’t be going back to PetSmart; it’s no telling what’s going on when we’re (pet owners) not looking.
Terrilyn Burke says
Hello Mr. Kanter,
I am reaching out to you to let you know that I found your company email very deceptive and unprofessional. It’s SHADY!! I had my order in my PetSmart online shopping basket to only find out the 15% off on orders over $100 was no longer valid. What a joke! The email states the offer is good through January 15. When I checked on the exceptions link there is no additional information. So, I am lead to believe the offer should be valid. I reached out to your 1-800 customer service. The initial female customer service representative was rude and arguing with me. She told me the offer ended at 6:30 AM EST. What?? Who does that?? That’s not a customer centric approach! I asked to speak to a supervisor / manager. Several minutes later a male came on the phone to assist me. He proceeds to tell me he has been informed by his colleague regarding my call. He was not interested in hearing anything I wanted to ask or say. He was not empathic. I felt he and your organization PetSmart could care less about me the customer.
I want you to be aware as soon as I got off the phone with your customer service I placed a $173 order at Petco. I get that an individual who spends approximately $1500 a year at your PetSmart stores isn’t going to make or break PetSmart. But, I can tell you I will be posting negative feedback online and I will tell every person I know about my “shady” experience with PetSmart. I will no longer be a PetSmart customer.
Oh, and BTW I have experienced your website crashing since Spring of 2017 when I would go online to place orders. Customer service said it was an isolated problem. No, it’s a pattern. I experienced the problem all last year and again today. The website crashed / was down when I tried to go back and remove all of the items I had in my basket. PetSmarts poorly functioning website makes shopping online very challenging. You should look into that.
From: PetSmart [mailto:PetSmart@ emails.petsmart.com]
Sent: Saturday, January 13, 2018 5:14 AM
To: tburke@ linkageservices.com
Subject: Buy online ➡️ Pick up in store ➡️ Save up to 15%
Plus, get up to 50% off all wire crates (in stores only)
– shop by price –
– prices just reduced –
SAVE UP TO
all wire crates**
– In stores only –
find a store
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©2018 PetSmart Home Office, Inc. All rights reserved. PETSMART & Bouncing Ball Design and PETPERKS & Designs are registered trademarks of PetSmart. All featured trademarks, service marks, and logos are the property of their respective owners. Prices and availability of products and services are subject to change without notice and selection may vary by location.
*Offer valid through 01/15/2018 online with in-store pickup. For details, click here.
**In stores only. Subject to availability. Discount off regular priced merchandise only. Discount reflected in price as marked.
Carolyn Yardley says
Terrilyn Burke I stopped shopping at Petsmart first because they refuse to let “bully breeds” into the day camp! Second, I buy food/toys at Chewy.com – delivered to your home and MUCH cheaper than Petsmart.
Petsmart owns Chewy
My dog has been going to the groomers at pet smart in Sarasota for 9 yrs. Last Friday they decided that in the last two months she has gotten bigger(which she hasn’t) and changed breeds ( which is ridiculous) so they can now charge me a higher price. They just lost a customer
paul nusgart says
on sunday Dec 3/17 i was purchasing dog food at the petsmart store at ellice and empress in winnipeg. I was attacked by a customers dog and bitten twice on my left hand. Had trouble getting a band aid and they showed no care and never followed up to find out how i was doing. Spoke to customer service in florida and they showed no remorse or concern think it is time to lauch law suit
Carolyn Yardley says
paul nusgart, to get “bit on the hand” YOU put your hand down to the dog – your fault. You should have known better, you should have asked the owner if you could “pet” the dog. Lawsuit? you’re a joke.
Angie Losoya says
Okay, I have given Pet Smart ample time to address an issue I presented to them. My dog, Dexter Losoya, was groomed at Pet Smart on October 12th. The day after being groomed, he was showing some signs of a leg injury. We thought maybe he pulled a muscle because he’s a very active dog. We made him rest and didn’t take him to chase his ball, hoping it would heal. His leg got worse and it actually moved to both legs. The progression of his decline was very quick. By 10 days out of grooming, he had gone from a sore leg, to not being able to be touched. My husband sat next to him on our bed and wasn’t even touching him and he was crying. That is the second video. The first video is him swimming in a creek, outside Bozeman, on September 28th, 14 days before he was groomed. We took him to the vet and he had a bacterial skin infection, an inflamed anus and whatever the hell was wrong with his legs. He was put on anti-inflammatories, pain medicine, an anti-biotic and an ointment for his butt. We have had x-rays done and he has seen several vets. The vet he is currently seeing specializes in acupuncture, chiropractic and holistic healing. She used to own a vet practice for decades and is well-respected in the community. She says he has a neck injury that was the result of some kind of trauma. We’ve tried different combinations of medicine to see what makes him most comfortable. He can’t go up and down stairs so I carry him up and down our 12 steps that go from our high deck to our backyard. Since he’s been on Prednisone, he has to potty a lot so it’s an hourly, every-other-hour task. My husband works out of town so I’m doing this Monday-Thursday by myself. Although his current prescription regimen appears to be keeping him relatively comfortable (he’s not crying out in pain), he needs to see an orthopedic surgeon.Early in this process, I called the groomers to see if there were any notes about injury. I also went in there to see what they use to groom the dogs. I have spoken to the store manager and he’s nice but I’m not getting anywhere with him. Apparently all of our records were mailed to their dog safety investigator but nobody can give me any contact information for this seemingly non-existent department. I’m not mad at the groomer. We are all human and make mistakes. I don’t know EXACTLY what happened but I do know it happened while he was being groomed. Like I said the manager is nice enough but I need action. They will not give me an email address, phone number or anything else to follow-up on this. So far, we have spent nearly $1,100 to get Dexter better and Pet Smart needs to step up. The first video is 14 days before grooming, the second is the morning we woke up and he was more miserable than he had ever been. The first picture of him was also taken on September 28th. The second was about a month ago. He is currently comfortable and will show signs of himself occasionally (being excited about his ball, greeting me at the top of the stairs and howl when he sees me. He can walk but it’s definitely strained and he has “wobbly legs”. I have sort of gotten ahold of someone at corporate. This is his response. Please see all pictures and videos here. Oh, and information about them kicking me and my dog out of their store. facebook.com/groups/passiveagressivereview/permalink/1531577343575168/?comment_id=1533328436733392¬if_id=1512601572360736¬if_t=group_comment
Dee Kessing says
For the past 2 days I have been contact Customer Service (888-839-9638) by phone and email to get clarification for a in store price matching matter because the written policy is unclear and our new management is clueless.
Each effort I have made to get an answer from Customer Service is shot down. I am told, consistently, that they can only help me with online matters.
Please tell me who I can speak with about in store matters.
Corinne Bullian says
On Thursday, 11/22/17, I tried to order the Black Friday deal of two 35 pound buckets of Tidy Cat at 8.99 per bucket totaling $17.98. The server was not working, so I called and placed the order with a customer service representative who said I would receive an e-mail. I received an order number when I called, but no e-mail Today, 11/25/17, I called the customer service number and the rep said my order was cancelled. I asked for a manager and he told me to wait 2 to 3 weeks when it was in stock. 2 to 3 weeks. Really? He said he would honor the sale price at that time and would contact my local store to make sure I got the discount, and said he would be willing to go that far to make sure I was satisfied. WOW that is what you call Customer Service? I am disappointed. I never got a confirmation e-mail or an e-mail stating that my order was confirmed or cancelled. I also have a bearded dragon and spend a lot of money at Petsmart. I will be placing orders and purchasing from another vendor in the future. An organization that actually cares about my customer service experience and providing the products that I need in a timely fashion.
I really wouldn’t have minded waiting, but the fact that I had to call customer service to find out my order was cancelled and was not informed of the cancelation makes me angry. Not Happy in Texas!
Susan DeMarco says
We are truly saddened by the loss of Brewster. The health, safety and well-being of the pets in our care is our top priority, and we immediately launched an internal investigation to better understand what led to this tragic accident. We have high standards of care in place and are actively gathering more information to determine any policy or procedural violations. We welcome all dogs, regardless of their breed, into our grooming salons provided they are well-behaved. We will remain in close contact with Brewster’s pet parent as we learn more.”
How is this your corporate policy when a poor little dog is mauled and died, did nothing wrong, was minding his own, and an employee, groomer, walks a lion past a lamb? You are supposed to be the animal experts. You have dog behavior IN YOUR STORES! You have a vet office in your stores! WTH?? Seriously, you don’t have a seperation policy, a separate area, like smoking and non smoking? Basic stuff here people. I’m sincerely surprised at your lack of governance and control. Did you not think pit bulls were going to be clients and move amongst animals they see as prey animals? How could you NOT have the forethought to think this out beforehand. SMH
FILED IN: NEWS
Petsmart did it again. Murdered a pet in houston and then tried to cover it up. Owner needs closure and wants his pets lifeless body. Video audio and witness. Will be calling corporate tomorrow
Donna Hoag says
I have had a great experience shopping for dog items in the Lincoln, California Pet-smart until this evening. I actually am the Aunt and have purchased many items for this puppy. You should look up my profile and you will see that I have spends hundreds of dollars in a short period of time. When my nephew brought his Redbone puppy in to return the harness that was poorly fitted to precious visit, he was not satisfied with your customer service remarks of two of your employees. One was a cashier who sold the poorly fitted harness who couldnt be bothered ro help him as she was leaving for the evening, but as she exited out she remarked about his clothing, which was offensive and hurtful, and the other employee was your dog trainer. Your manager Sady took it upon herself to refit the puppy with the Kong harness in medium and when I spoke ro her over the phone she did nothing but apologize for their behavior…I purchased your $19.00 coupons for training and free examination for my new puppy which will be arriving soon and sadly enough I will not be returning to Petsmart for future purchases. I will be going to your competitor in Roseville, Ca Petco. Please revisit your Lincoln, Ca location and maybe hold a meeting in response to teaching them proper manners. My rhought is if they cannot respectfully take care of customers then maybe voth emoloyee’s should be stocking shelves…I appreciate a phone call back to fully explain this whole rude situation. My phone number is on my profile. Thanks, Donna Hoag
Nina M Bishop says
Dear Sirs, Today I spent about $175 in your store. I have been shopping at this store since it opened in my neighborhood. Ordinarily, I have a good experience but today I did not. This store was having a sale on Chuck It and Kong pet toys and I have numerous rescue pets. The sale was buy 2 and get one free so I bought two Chuck It large round balls for my big dogs but I needed a third and the store did not have a third. I find this disturbing since the store was running A SALE ON PRODUCTS WHICH WERE NOT IN STOCK. So, I asked if I could have the free item in another product of similar value and I was told I could not. Really? There was a Kong toy which was slightly more expensive; $1.62 including tax to be exact. I have shopped there for years and have probably spent tens of thousands of dollars at store #1124 but the store cashier #426717 was fine with not only making me angry over $1.62 but she also lost part of my $175 sale since I returned the two Chuck It toys I had purchased. You lost a long time customer over $1.62. You may be PetSmart but your employees are dumb. PetCo is across the street and there is a gourmet pet food store about a half mile from my house. Was $1.62 worth the lost business? Your store lost $27.04 in sales plus my future business over $1.62. It’s not my fault a sale was advertised without sufficient stock. Where’s the common sense; where’s the customer service?
Sunny Kapoor says
A few months ago I signed up for exclusive text messages on my phone from Petsmart. I have 3 dogs and 4 cats. Yesterday I received a text msg from Petsmart for an offer on dog and cat food. My wife goes in to purchase and is told by the cashier that they will not honor it because she has not seen that coupon before. WTF ? This is ridiculous don’t he cashiers know what the heck is going on ?? Please respond regarding this issue.
Hi. Can someone from HQ call me I would like to see if we could set up a booth in your Bellaire #480 store. I want to have collateral to give and brochures on the horrific Dog meat trade in China and Korea and the torture of 30 million dogs. It will be tasteful. We had a booth at the Houston Dog show. We are trying to help stop this evil to this innocent dogs and cats- 82,000 A DAY! We know you love dogs and cats and want to help end this. We are trying to expose this evil and let people know there is a H. Res 401 that we need to get to the floor of Congress to put pressure on these countries to stop this evil. PetSmart, I know would support stopping this evil torture to innocent dogs and cats 30 million a year in Asian Country. Please please help us get the word out!
Ebonni S. says
Formal complaint about employee Tina from Watching, NJ grooming salon on July 16, 2017
I have been a petsmart banfield/grooming client since I have had my baby girl yorkie Samantha at the age of months old. I have always taken Samantha to the watching grooming location for over 4 years now. Today I must say I am beyond dissatisfied and extremely annoyed of a mediocre employee by the name of Tina who represents petsmart very poorly. Today Samanatha was scheduled for a 1:30pm grooming appointment. I courtesy called the facility at 1:15pm in which Tina answered the called to notify Cola who will be Samanthas groomer for today of an accident on route 22 which I was only 1 mile away from reaching my destination but will be detoured following the police on the scene traffic instructions. With such unprofessional phone etiquette, Tina’s blunt and rude response was “well if you can’t make it here in 30 minutes, we can’t take your pet.” Being again a long time loyal customer to petsmart I am very aware of the cancellation policy of the corporation. She has very poor professional skills and a very sarcastic attitude which in my opinion she should not be representing petsmart as an employee. The correct way should have been or similar to is “thank you for the courtesy call, are you aware of our late policy at petsmart which can cancel your pets appointment if you are 30 minutes late?” Luckily I checked in at 1:45pm, 15 minutes late for Samantha appointment. I asked to speak to the manager when I arrived whom was Ally. She was nice and understood what type of time and ethic code of conduct as a customer I should have received on the phone with Tina. I even suggested that instead of me taking this a step further and contacting corporate on Tinas behavior, I asked for her to come an apologize. The manager went to retrieve Tina which now she decided to go on break 5 minutes after she retrieved her manager Ally. Another insult of unprofessionalism and while I have already checked in Samantha for her appointment, Tina was working cleaning and vacuuming the grooming area.
This complaint is against the Sault Ste. Marie store in Ontario, Canada. It has been opened here for almost three years and started out great – great stock, clean store, helpful and cheerful staff. As of the last few months, this store has gone down the proverbial toilet. The manager is lazy, rude and incompetent as is the assistant (which I overheard saying he didn’t care if his daughters were attached to their dog he’d get rid of it anyway). Nice attitude for working at a PET STORE!
The pet care people have no idea what they’re doing and the aforementioned manager didn’t know how to bag a fish properly. The store is dirty and understocked to the point where it looks like it’s going out of business. The turnover of staff at this facility seems like it’s neverending and with each new member, they seem to get worse, not better.
Too bad as this used to be the number one spot to shop, but with the incompetent management, staff and an assistant that apparently hates animals, I will be taking my business elsewhere, as will my friends, family and anyone else I will complain too.
I’m aware that PetSmart corporate has been taken over by folks in Sweden, so I guess all they care about is making money, NOT who they put “in charge” of a once awesome store. There are way too many pet stores in the Sault for this PetSmart to think they won’t eventually lose business over this sloppy and ill-ran store.
Sue Lessard says
I have an idea for your company. It is a way to branch out into the medical field. This, I am sure, will bring your company’s profits up at least 35%. I have tried to email your CEO, your CFO, etc… If you are interested in increasing your bottom line, please contact me.
If you are not interested, I will go to another company. I assure you, this will increase your profits and put you into the medical field!!!! I am in the medical field, which is why I know this will work for your company!
Thank you in advance for your consideration.
105-135 Woodside Avenue
Cambridge, Ontario Canada
I experienced an extremely rude, disrespectful and unprofessional encounter with a groomer by the name of Mackenzie Wilson at the Richmond Highway, Alexandria, VA location. We were having a discussion on all the limitations they were trying to set on my dog being able to get groomed at their store and it wasn’t exactly what she was saying but more about how she was saying it. She was so cruel and unprofessional I left there in tears. There wasn’t even a manager on duty to assist me. They claim she was on break but I waited for a while and she never came back. I have a three legged dog and for the past year or so they have been trying to charge me handling fees for ridiculous reasons. At times I have paid it when I felt it was warranted. But today a NEW groomer couldn’t figure out how to get my 3 legged dog to balance so she asked her manager for help and they wanted to charge me the fee. That’s ridiculous. I’m being charged a fee because my dog has a disability? Isn’t that discrimination towards his disability. He also suffers from anxiety when he is there and chews the cheaply made thin leashes, and for that I have paid the handling fee. To make matters worse, Mackenzie goes on to tell me that my record has been flagged that he will always have to pay that fee and he can no longer come on “busy” weekends. I asked how do you know if you will be busy, and she said basically he can’t come on any weekend. I asked if a manager approve this and she said no but she did. Is a groomer empowered to make those decisions? And on what basis? He’s a dog. What do you expect? When I was there I witness a small dog barking and nipping when they were trying to cut the hair of his rear, so is that dog paying a handling fee and restricted to only coming in during non-busy times? Do dogs have to be militant to receive service now? He’s an animal of course certain things will bother him, a trained groomer should be able to handle this. And when I have a trained groomer working on him I never have this issue. He’s been going there for 6 years, since he was a puppy, and now they want to apply all of these restrictions. On average I spend over $2,000 at that store a year, I will not spend a single penny more. And further I want Mackenzie Wilson to be reprimanded for her extremely poor customer service skills and lack of empathy. She was rude and unprofessional. No matter the cirXXXXstance there should be no excuse for her behavior. She had the nerve to say “we all know you here”, “we know you always fight this fee”, she said it with such dislike and disgust. It was horrible. I literally left there in tears. I do not deserve that treatment. I even tipped the NEW groomer, it wasn’t her fault, she was at least kind when talking to me. I’m not saying my dog is perfect or that I’m even right all the time, what I am saying is that Mackenzie was unprofessional and needs to learn how to be a more empathetic and respectful customer service representative. I do hope you take some sort of action. Thank you
Chitra Stroup says
One day in the summer of 2015 we decided to adopt a dog. We already had two dogs Rose and Rex that we had adopted seven and five years ago respectively. Rose is a hound mix and is very active. Rex is a beagle mix and is a very lazy dog. Since Rex was not playing much with Rose, we decided to adopt a puppy so Rose would have somebody to run with. That is how Bounder came into our lives.
Our son looked up on the Hillsborough County animal services website and fell in love with Bounder. When we went to the animal services, Bounder was in D row and had been returned by three people before us. We were his last chance for life. We were advised against adopting him.
We decided to give it a try and needless to say, the next few months was very tumultuous.
The minute Bounder came home the dogs fought like crazy, especially Bounder and Rose. He tried to be the alpha and she was already the alpha ! We took him to the vet who said that Bounder would not be a good fit to our family because of the way he was and advised us to find a new home for the dog. Bounder was highly aggressive and all he did was bite, bite and more bite. He was scared of everything and would not let us play with him or do anything. His first instinct was to bite. He ate like he had never eaten before. I was scared of Bounder. It was a very bad time at home. We had to consider the vet’s advise, but, found it really hard to do so. We had so lovingly chosen him and we were constantly aware that he would be euthanized if we returned him. My son was very sad because he had come to love the dog even with all the aggression and never wanted to part with it. So we decided to try out the pet training at our local Petsmart. (Brandon, FL)
Oh boy was that the best decision we made . We had signed up for the regular puppy class and met Shannon. Shannon took one look at Bounder and said he would not fit into the regular class. We would have to have private classes for him. She could easily tell how aggressive he was, how scared he was and how he would not really fit into a normal class with all other puppies. She saw our plight, our sorrow and helplessness. Life at home had reached an impossible place where everybody was sad, including the dogs. The dogs were uneasy because they were scared of Bounder and the peaceful existence had been disturbed, we were uneasy because we knew how aggressive he was and would bite for anything and every thing. Inspire of it all, we did not want to give up. There was lots of fights and aggression going on at home.
In the midst of all this we started Bounder’s private classes with Shannon. She nurtured, cared and taught him what love is. She was the answer to our prayers, to our helplessness and to our goal to have Bounder live with us happily. We went for nine weeks and every week we saw Bounder improve by leaps and bounds. He started to understand love and trust. There was less and less fights at home. The dogs were getting comfortable with each other and even started to play with each other. It was the one of the best decisions we made and and what a great feeling it gave us that we were able to save the life of a dog. Without Shannon and my son we would not have been able to save Bounder’s life and without us Bounder would’ve had no life. After the privates, we enrolled Bounder in a regular puppy class and he did very well and graduated from the class.
A year and a half later, he’s a very happy dog. We are very happy. The dogs are good friends, playing with each other. Bounder gets lots of hugs and kisses. He’s a very spoiled dog and knows that he’s very well loved and will always be a part of our family.
Thanks so much to Shannon for saving the dog’s life and for helping us change an aggressive dog to a loving dog.
Thanks to my son who never gave up and continued helping the dog become the love of our lives.
Now a days, even our vet recommends Shannon to everybody who’s having problems with aggressive dogs. Thanks so much Shannon for everything you do and for helping us.
Thank you, Chitra, for sharing this beautiful account concerning Bounder & his learning that he was loved & did not have to act aggressively any longer.
God bless all the Shannon’s out there, who so willingly use their God given talents to help God’s creatures & their guardians!
And God bless your family for never giving up on the little fellow, who needed your love & care!
Megan Bailey says
I am not the type of person that gets my feelings hurt easily, but I just left in tears because I just had the most humiliating experience at Petsmart on Woodruff Rd in Greenville, SC (store # 1300). I recently tried out the pet hotel and doggie day camp. When I made my reservation over the phone I was told one thing and then something completely different when in store, it didn’t bother me because the lady on the phone was very polite and nice. I had called up while my dog was at the camp and made a boarding reservation so she could stay overnight. The lady on the phone let me pay for my doggie day camp and told me the overnight boarding would be about $29 and that I could pick her up by 7pm the next day. When I went in the next day to pick up my dog they said the total was $45. I explained what I was told on the phone, and the Assistant Leader Terri Dombrowski raised her voice at me and said that I was an “irritating customer from the beginning” and that ” never again will I be able to pay for my dog over the phone”. I tried to explain what I was told over the phone but she just raised her voice louder and over mine and continued to tell me I was an irritating customer and caused a lot of aggravation from the start. I asked her why she was so mean and she just repeated the same thing. I took her card so I can call corporate and said I would never be coming back. I was so embarrassed that I was holding back tears, by the time I got to the parking lot I started crying. My husband saw that I was upset and went back in to talk to them. I don’t know what all was said because I stayed in the car with my toddlers and puppy. I don’t understand why she was so mean. Makes me wonder how she is treating the pets. Everyone else was nice but this one experience ruined the chance of me or my family ever going back.
Angie Fullerton says
I was shopping at your Lake Mary, Florida store this morning with a coupon I had received by email. The coupon said to print it out but had the 15% off bar code on the email coupon. Upon arriving through your check out and showing the cashier the coupon on my phone, they would not accept it because it wasn’t printed out. I ask to speak with the manager and he wouldn’t honor the coupon either. I have shopped with PetSmart for over 10 years and this is the treatment I received? Furthermore over a 15% coupon? Where has customer service gone? Needless to say, I returned my $42.79 large bag of cat food. I told the cashier I wasn’t happy the way they handled the situation over a measly 15% coupon. I let her know I can go elsewhere with my business. On my return of my money the cashier said to me…” Good Luck at PETCO. I thought to myself, wow. I will not be back here, they don’t even care about their existing customers who have been faithful to them over the years.
Rebecca Moose says
I was helped today by a wonderful employee by the name , John. The store is located in Johnson city TN, think store 0655.
I’m 70 years old , have a 100 lb pup 8 months old, having trouble walking him. Have broken my ankle because of his pulling. John went above and beyond to help. He helped me get the items I needed and more. Your lucky to have such a good, kind person to represent your company. Thank you
Robert Land says
To: Joseph O’Leary, COO
I shop in your store #1850, 19530 Cochran Blvd., Port Charlotte, FL. 33948. Today I talked with a store manager about the narrow width of the side isles, and was told that instructions came from your corporate office to make this change. I measured the width of two shopping carts side by side and the new width of the isles. The 2 carts measured 3 feet, 9-1/8 inches. The isle measured 4 feet, 4-3/4 inches. This is, in my opinion, much too narrow to comfortably shop. I appears to me that your policy is to maximize product exposure regardless of your customer’s comfort. I hope you will investigate this policy and set a reasonable, and comfortable isle width.
I would appreciate a response to this comment via email. shadow_ridge at yahoo.com
shadow_ridge at yahoo.com
Richard Kimberly says
Wow! Lots of unhappy people. I am one of them. Petsmart Charities are great. Then the falloff begins.
Try and sign up for your grooming service. It is a learning experience. Then note how the quote price jumps when you place the order. Is this company policy? Is it moral? Really?
Tracy Austin says
Why don’t you sponsor “real” rescues. Petsmart has been allowing a rescue that mainly adopts out puppies (95% of the time……watch their adoption pages for proof that these pets are under this rescues six month age requirement to be spayed or neutered) that are NOT spayed or neutered and your adoption agreement for Petsmart Charities adoptions CLEARLY states all pets adopted through Petsmart Charities MUST BE spayed or neutered. This has been going on in your Stroudsburg Pennsylvania location for a long time and has been pointed out to your company many times with proof given along that it is happening and with being told many pups that leave the store are sick within a day or two after being adopted. Why are you supporting rescues like this? We were always being told by your company when we contacted your corporate offices that this wouldn’t be tolerated and it would be stopped but it is still continuing. When our relatives pup was adopted, they were told she was tired from being in the cage and she needed to be able to run around but couldn’t in the store as she only had her first set of puppy shots. They rushed her to an emergency vet that night and she was diagnosed with the parvo virus. Why are sick dogs being adopted out? Where are the parents of all these eight to twelve week puppies being adopted (they never are listed for adoption) and why are they NOT spayed and neutered. I see they are once again going to be at your store this weekend with puppies that fit this as you can verify by contacting the rescue and inquiring about one of their pets. The rescue requires an adopter to spay or neuter when the pet reaches six months of age and not before. You are supporting the wrong type of rescue! Please wake up, get rid of this rescue from your store and bring in one that follows your rules.
Linda Brown says
I am very disappointed with this company, on October 3rd 2016, I was in the petsmart store to purchase some filters for my fish tanks. As I was in the ales looking for what I needed, I back up so I can see, and a Fire Extinguisher had feel off the rack and hit my ankle, I must of bump into it, but I didn’t know, didn’t feel anything at that time. So a employee came and asked if I needed any help, I told her what happened and she seen my injury, she called for a manager named Brandon, he came and asked if I need help, and I told him, I don’t think so. So he took my name and number and told me if I go to the ER just call and let him know, and they will handle any bills and anything else. So about 15 minutes after I have left I did call and told him I was going to the ER. He said ok I will send your info into claims. So later someone called me from claims department and said they will do an investigation and get back to me. 2 weeks past, so I called claims, the lady said she is trying to reach the manager Brandon to see what happened and she will let me know by the end of the week. 1 week had passed so I call back, they had denied my claim, because they said that the fire extinguisher was up to code, I was very upset, so I call the corporate office and filed a complaint about it, the first person took my info and said that someone will contact me in 3-5,business days, I got no response in that time frame, so I call again to the corporate office and spoke to a different employee and they asked me for a case number from the first time I called. I told him that I did not receive one, at that time he said I should of received a case number, so he took my info and gave me a case number and said I should here from someone in 3-5 business days. By the end of October I received a call from a gentleman and he said that after looking at the information that he received, that it was my fault and there’s nothing that they can do for me. I was so shocked, all he can say was I’m sorry, but it’s not our problem. I just don’t understand how people can be so rude and inconsiderate, when the incident happened, the fire extinguisher was just sitting on a bracket and the bracket was bent, it was not up to code, I go back to the store the next week and they had replaced the whole fire extinguisher with a new one. I said Damn, how dirty can they get. I just want the company to step up to their responsibility, even if it was an accident, it was in their store on their property, and it wasn’t up to code, so they made me feel as if I was trying to get money out of them, but no I just wanted to admit that it wasn’t up to code and that the store manager covered his A**, I just want to know WHY. So what should be my next step.
Elaine Noel says
Hi, I went into Pets-mart at 3695 E. Broadway Tucson AZ. and asked help from a store employee about my six year old German Shepard dog and Omega 3 because of her itching constantly. I have been in this store a few times before and asked for something and was told where I could find it and that was that (they were always nice) but the lady that I talked to yesterday was so very helpful, she just didn’t point to to what I was looking for but actually took the time to really help me. Her name is Desiree Pet Care manager, she told me that corn really can cause itching which is in the dog food I didn’t know this and she told me about Authority Grain free which I bought. You have a gem in Desiree, hope she is being paid well.
Sincerely, Elaine Noel
To whom it may concern,
I took my 3 month old puppy into Banfield because he was vomiting, having diarrhea, lethargic, and losing weight. After two visits in three days, vets telling me just to come back, tests and being told I needed to get him X-rays and do more tests regardless of what the X-rays said I took him to another vet. Within a half hour this new vet found out what was going on with my dog and helped him right away. This vet told me(and had proof to back up what she was saying) that if I had waited over night to bring him in, my puppy would have died. He has such a severe infection(that could have been avoided if Banfield would have given him the correct medication and time)He had to be rushed in for emergency surgery which saved his life. I was told by the vets at Banfield to “just call back if he wasn’t feeling better in a couple days” which I had already given them more than enough time to figure out what was wrong. They would have let my 3 month old puppy die because they wanted me to pay for blood tests (that we had already done), and other tests (that we had also already done) that would not have helped him. I’m so angry at Banfield that they would let a puppy get to the point where he was in so much pain he couldn’t walk, he couldn’t stop vomiting, and he was so dehydrated he had to stay at this new vet THREE DAYS just to get him back to a non life threatening point. One more day would have KILLED my puppy and YOUR vets at Banfield would have let that happen so they could get more money from me. I had spent hundreds of dollars running useless tests and missing work at your vet because your vets wouldn’t do their job and help a hurt animal and take their time to figure out what was going on. I want to cancel my puppy wellness plan. I will never take any pet of mine back to Banfield OR Petsmart and I will sure as HELL make sure nobody I know does either. I will be posting about this on social media and I will not be quiet about how you almost killed my dog. A three month old puppy shouldn’t be pushed to the point of possible death because a vet wants to make a quick dollar.
A very angry former customer.
Hello, I just wanted to say how upset I am with Petsmart Carrying a brand of Dog Food, named Nulo. I have read the ingredients of this supposed advanced nutrition dog food and found that the Salmon and Pea Puppy food that states it has no Chicken and Egg Proteins which our dog is allergic to, so needless to say after reading the ingredients we were pretty saddened to see Chicken Fat as a top tier ingredient in this Dog Food. I am very glad that we read labels on our pet food, just like we read labels on our food. It’s just wrong that they advertise this as Chicken Protein Free and it has Chicken Fat in it. I really hope that you take this up with that company and stop letting them sell this false advertised brand of food.
I am certain that you will not answer this message as you had not answered our plea for your help with the Brighton, Michigan, Petsmart Banfield Veterinary there. It was years ago we had contacted you about how nasty they were there when we asked some questions about the Vet/s that were employed. We had simply asked if they were trained and knew of the special needs of Micr-Teacup and Teacup Chihuahuas that we had. They told us that an open fontanel was not normal and extremely U healthy and dangerous and needed a plate in his head. Not only was this scary beyond belief and that they were Rude beyond belief, it seems to be the Norm with the Staff at your Banfield Vet inside your stores and the Grooming staff as well. Never the less we have not ever used Banfield, nor the Groomers, nor do we have any use for the Store. Sad because we love taking our dogs to the pet store. We don’t get the looks of discuss from staff due to our Pitt Bull Babies. Also btw please teach them that Teacup and Micro Teacups do have an open fontanel and it is very normal. As I stated they need to be schooled on such matters and I’d love to see them go and replaced with a caring facility that caters to actual kindness to your fur babies and to you.
Thanks but No Thanks on your stores.
To whom it may concern:
Do you hire someone over 60? I have filed out plentey of job applications. I have experence in taking care of animals. Even if it was my pets, I also had my dog groomer job in my home in Florida! I have experence in stocking shelves. And picking and packing.
al skinner says
I went to your store in Folsom Ca. to buy some small gold fish for a house bound handicapped person. I selected the fish to buy and asked for help. I was asked question that seemed logical enough. “what size is your tank?” well they would
not sell the good fish to me unless I had a 30gal tank!
today I called and asked to speak to the manager. the conversation we had was ridiculous. she told me that gold fish need that much space because they can’t
get full size in a 10gal. tank I know this to be true. but then I was told that even when they don’t get any bigger that their insides continue to grow and this causes the fish “excruciating’ pain. the last gold fish lasted almost 15yrs. he never complained
only wanted to be fed. I’ve had fish tanks for many years and have always followed
the 1inch to 1 gallon rule. never had any problems. Is not selling fish to a customer
your company policy or a wacked out manger?
Chi Chi's Rescue Team says
To Whom it may Concern; Dear Sir/Ma’am:
My name is Chi Chi Williams and I’m a non profit organization. I have a 501c3 Tax exemption, and also I’m recognized by the state of TN as a legitimate rescuer.
My problem is, I’m being targeted by gang stalkers. This all started in Feb. 2016. I was asked if I would take in an animal and see if I could adopt him out by two transporters by the name of Tracy Hardy ( Spring Hills) and Amanda Ramsey ( Memphis). I successfully adopted the animal to a wonderful young man and his wife, they were in the military. They decided that they wanted a playmate for the puppy, so they adopted another dog within a couple hours later.
I was then contacted by one of the transporter stating,” I thought it was a one animal household, I explained that the couple came back and adopted another animal.
This was the beginning of a gigantic smear campaign. Several people were enlisted by these two to do whatever it takes to destroy my rescue, also there were a couple of adoptees along the way, that decided that they really didn’t want the animals they adopted and wanted their adoption fee returned, however in the agreement it states that the adoption fee is ” non refundable”, so they claim their animals were sick.
I take all of my animals to my veterinarian for Health check ups, all animals receive their proper shots and testing for Parasites, if any found, they will get the treatment. I have all the doXXXXents to prove that fact. these perpetrators began to take actions by spreading outright lies, and half truths.
They provided PetSmart with false information and complaints to get me terminated ( which they did) so I would not be able to hold adoption events. This people have effectively destroyed my business, and livelihood. They have ruined my reputation, my life and the ability to find homes for this unfortunate animals.
I’m asking for a Venue to express my side of the story and show that, I can prove, I have all the paperwork and doXXXXents of my business. I need help expelling these people from ruining others.
Chi Chi Williams
Chi Chi's Rescue Team says
And the smear campaign and Discrimination still going on. Now Pet Smart in Clarksville TN. boycott a legit rescuer with smear campaign by hanging flyers on the door to do NOT do business with our rescue group. Mrs. Lydia, the store manager approves this.
I’m sad to see that there are so many complaints about the grooming departments throughout the country. Last Thursday I had a 1:00 grooming appointment for my dog at the
19320 Nordoff St, Northridge Ca location. My dog has been groomed there before, and I’ve always been happy with their service.
However, on Thursday July 28th, I am sitting in the parking lot with my dog at 12:55 when Petsmart calls. A young man says “this is Petsmart and um you have a 1:00 appointment”
I said yes and he then says ” well um, it’s like um the lady groomer got sick and it’s like she,” I cut him off and said are you cancelling my appointment. “Yeah, um she’s like not going to be here, she’s really sick” He clearly was embarrassed and worried he would be yelled at by having to call a customer to cancel. I brought my dog back home as there was no one else who could groom him. I called the store and asked to speak to the manager. The young lady who answered the phone said she was the assistant manager as the manager had not yet arrived for the day. I told her I was not pleased that my appointment was cancelled at my appointment. I too work and I lose money when not at work. Her explanation was priceless. “Yes, I know all about it but he groomer went into labor. You don’t want her cutting your dogs hair when she has a contraction because contractions are very painful” I told her I have 2 children and I know all about labor. So either this groomer was there and became ill or according to the assistant manager the groomer might have been there and went into labor or called from her doctors office. Who knows. Actually, none of it was my business.
I asked why appointments are made with anyone 9 months pregnant? I didn’t get an answer. Unprofessional and lack of responsibility is what I got.
I found the assistant managers answer and attitude appalling. How about,
We are sorry for the inconvenience. Our groomer became ill while groomer a pet before you and is too ill to continue her day. We didn’t get enough time to call you sooner.
Can we reschedule another appointment and offer a 10% discount.
This will make you smile!
My 18 yr old college student son just applied to work at the new PetSmart being opened in Menifee, CA and if this doesn’t show why he’s perfect for this company, I don’t know what will. My 6’4, 230lb son just walked in with the smallest hummingbird in the palm of his hand, that our cat was literally beating up. He looked up online how to save it, put it in a box on some old tshirts to provide a safe dark place to help with the shock, and proceeded to get a syring and hand feed it, drop by drop, some sugar water and within 2 minutes it flew out of the box and he carefully got it, took it outside to a tree, and after sitting in his palm for about 10 seconds and looking at him, it up and flew away. It shows you that the biggest person in the family can save the tiniest of animals because the size of his heart is twice as big as he is. He’s perfect for PetSmart because of his love for all animals and whether they hire him or not, I know this story will warm peoples hearts just like it did to mine.
Bethany Murzda says
We have never had our dogs groomed at petsmart before, but wanted to try them out since they needed baths desperately. I was not impressed. We made an appointment for a Friday afternoon, and received confirmation messages via text, but ten minutes before the scheduled appointment we were called and the lady told us the appointment had been cancelled. This was extremely upsetting since we live pretty far out in the country and we were already far along the way with two dogs in the back. However, I understand things happen and was perfectly fine with rescheduling for the following Sunday. I was asked what time would be good for me and I set the appointment for 1:30. I found out that Sunday that the appointments had actually been set for 9 and 10 in the morning, which is not what I had agreed upon. The man checking us in basically called me a liar, and was VERY unprofessional. The dogs were good to go and checked in when I reminded the man that my younger one had been recently spayed, and to be careful around the incision site even though it had been a week. I was rudely informed that they had a 2 week waiting policy and could not take care of her, even though I had mentioned this when setting up the appointment. I am very disappointed and upset, and will not be returning to this petsmart in Burlington, NC.
i always have my dog boarded at the Torrance location along with having her groomed the day I pick her up. Friday when I went to drop off my dog there was an employee outside notifying all the customer that the location was closed due to a power outage. She had a list of other petsmart locations and another boarding facility. Not once did any employee offer to help me find a location so I panicked because I had a plane to catch. I called the West Los Angeles location which had openings but did not have an openings for grooming. I ended up driving to the West Los Angeles location which was an hour and 10 minutes away and needless to say ended up missing my flight. So not only did I have to pay additional cost for another flight, I had to go out of my way to have my dog boarded. The West Los Angeles location had my information in the computer so I feel there has to be a better system to contact customers when things like this happen rather than use the excuse they were unable to contact me because the computers were down. Another thing is not once did anyone say they would discount me or give me one day free boarding for the total inconvenience. Just wanted to let everyone out there know this is all about horrible customer service and not a way to treat long time customers or in fact, not a way to treat any customer.
I saw that Petsmart was hiring for …PetsHotel Reservation Agent (Call Center) …..well I applied several times over the course of 2 weeks and never heard anything. You call Corporate Office’s at either …(623) 580-6100/(800) 738-1385 to follow up on my resume…you can’t speak to a living person …just endless automatic ,menus.
Petsmart in Dover, DE needs to step it up, especially with a Petco a few steps away now. This is the second time I’ve had this same problem, on line orders. . . For the second time I placed an order on line to save the 10% but the aggravation is not worth it. I wait 24hrs and call cause I’ve received no emails, to be told either someone didn’t finish the order or no one has gotten to it. It’s not a busy store with Petco next door. Associates are always just standing around whenever I go in there, but none of them can get orders together ? I think after this I will become a loyal Petco customer, this is unacceptable.
Brad Graham says
I thought you should know that I was a loyal customer of your store located in Northboro, MA spending in excess of $200.00 per month for grooming, food and accessories for our 2 dogs.
This past Friday, my wife passed away after battling cancer. Since our dogs were an important part of her life, I wanted to have them present at the funeral but they needed grooming. I called the store and spoke with the manager to explain the cirXXXXstance….I was told “sorry but we can’t groom your dogs”.
I want to thank you for their compassion, it is obvious that you don’t value loyalty or my business. As a result, I will never step foot in any of your stores again. I will also be sharing my story on social media platforms to make sure other customers know what to expect from your store in their time of need.
Patricia Prado says
The manager at the Arnold, MO store called me to inform me that Petsmart Charities MAY call me so that they could be the intermediary from this point on. The fake rescue owner has continuously lied to me and to the Assistant Manager of the same location. However, I have saved texts, saved emails, lies that the Assistant Manager realized when acting as a “go between”, health records which I have authorized corporate and the store to access at Banfield Pet Hospital where in less than 3 weeks, my dog has had to go two times. The second time was to have her joint put back into the socket. I was warned from the first visit that this was going to happen. I am disabled and asked if the dog had health issues and the owner said: “no”. When the Petsmart store manager called me today, he took the opportunity to zealously interrupt me to defend the fake rescue group again and again, which neglected my dog while in their care and put her up for adoption as a healthy dog when she is a special needs dog. The only way that the scammer is willing to pay for the surgery (patella luxation and hip luxation) is if I relinquish MY dog to her and she calls the shots where, when, how and by whom Liliana will get her surgery…not to mention the 3 months of aftercare and hoping there are no complications. She wants to take MY dog to a surgeon who does NOT specialize in orthopedic surgery and that is 2 hrs away. After having major surgery, having a surgeon 2 hrs away is crazy, whether you are disabled or not. And an orthopedic surgery is MAJOR and should be done by an orthopedic surgeon. However, the store manager was even arguing this point. I looked up the clinic which she later on said was a “neutral” clinic (I have proof it is not), and they do NOT have specialty surgeons. In the meantime, she is in pain, can barely walk or stand on her GOOD days. On her bad days, she can’t walk or stand at all and she has to wear diapers and I have to feed her while she’s on my lap or she sits on the sofa. I have pictures. The humane society said that if I can’t pay for the surgery, then I should consider “compassionate euthanasia” due to the poor quality of life. Camp Chaos microchiped her as co-owner so humane society and similar organizations would not and could not do surgery on MY dog!!! All they are willing to do is to euthanize her or to accept her as a surrender and they turn around and give the dog to the scammers!!!! This is wrong on so many levels that it makes me sick and the icing on the cake today was the call from the Petsmart where the scammer continues to defraud the public. Fleas, tapeworms, fresh wounds, no physical exams, no flea preventative and special needs pets being sold as healthy dogs. I will get an investigative department at a local newspaper or tv station to find out why Petsmart would not want to rush and resolve this but instead chooses to continue to support the scammer, defending her, while my dog suffers so much. Readers: I have spoken with Petsmart Corporate and Petsmart in Arnold, MO a total of 11 times. She has an initial office visit with VSS with an orthopedic surgeon for an estimate on the surgery. I have proposed to the scammer that I provide her with a copy and that she present a written estimate from her “neutral” vet with same type of service, on letterhead, with my dog’s name on it, dated, signed by surgeon and surgeon’s state professional license #. If it doesn’t look fake and I can confirm it by calling them, I would be willing to accept the basement price estimate and she could pay VSS DIRECTLY. However, the manager stated that she does not want to do anything in writing AND THAT HE DOESN’T BLAME HER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Tulsa midtown store had a manager named Robert. I am a long time loyal customer and have witnessed this man belittle and demean associates in front of me and other customers. According to your ethics codes and culture (I googled and found your manual), his behavior goes against everything your company stands for. There is another manager, David, who exemplifies a great leader. I frankly feel sorry for the staff at this store for having to put up with the rude guy. It makes ME uncomfortable and I just think it’s highly inappropriate.
HAS a manager…not had. Rude guy is still there.
Randall Jones says
Petsmart you should be ashamed of the way you pay employees the only ones who make a great earning are the manager and the asst manager oh i can’t forget the leads with keys oh and corporate you guys get paid and the stockers get underpaid overworked no hours and a stupid time frame to put up a truck shame on petsmart you are nothing more than a human sweat shop
I own a 501(c)3 non profit cat rescue, and I have taken many of my rescues to Banfield for care. I have greatly appreciated the discounts you have provided in partnership with my rescue, and staff has always been caring and friendly. I have even sought care for my personal pets at Banfield. However, I have decided to end my patronage with Banfield and Petsmart due to the fact that you are still declawing cats. I’m sure you are aware of the risks and complications involved with this procedure…I myself have witnessed these complications in declawed rescue cats; nail regrowth, bone fragments, abscesses, arthritis, and behavioral challenges such as biting or soiling outside the box. Many of the declawed cats I have rescued were surrendered to the shelter for such behavioral issues. Declawing does not keep cats in homes and is not in the best interest of the cat (except in cases where it is medically necessary for the cat.)
I hope that your company will stop performing this unnecessary and inhumane procedure, at which point I would be delighted to resume my business with you.
Steve Sadow says
I have been a PetSmart customer for years, dog training, food , toys, and grooming. I took my Airedale in to store #373 Silverdale Wa. 98383 on 5/26/16 for grooming. I had walked her prior to dropping her off at 7:00 AM and she was fine. I picked her up about 10:45 and noticed on the way home she was acting strange. When I let her out of the car she was limping. I called PetSmart and the groomer told me nothing happened to cause my dog pain. The next morning I called PetSmart to talk to a manager who said he would call back in two hours after he got more information. 24 hours later and no phone call. Took my dog to my vet as she was in pain getting up or down and still limping. Suspected groin pull injury was the diagnosis. I understand accidents happen and working with animals can be hard but I don’t like being lied to.
Myrna albaciete says
I have my dog check in at petshotel in Jefferson Davis hwy, Alexadria Va. last Friday 7/22/16 . The next morning, Saturday 7/23/16 at 8:58 am Philip Kirby the manager ,called and informed me that they need to bring my dog to a hospital because he was in respiratory distress, after couple of minutes somebody from petshotel called me again and told me that my dog fell over/ pass out and that they need to bring him to VCA animal hospital. My dog is perfectly healthy. not sick, never been sick since I had him for 6 yrs. I was trying to ask the manager what happened to my dog why he suddenly got this thing, was he exposed to extreme hit or high humidity? but this a-hole manager Philip Kirby has the nerve to talk over me multiple times on the phone , very rude, very defensive and even had the audacity to tell me that he will rack up his team of lawyers. What kind of manager he is? As a customer do I have the right to know what happenned? the right to know why my dog suddenly needs an emergency treatment? in less than 24 hrs,under their care. I hope the corporate office will investigate and will do something about this, especially to Mr. Kirby. I talk to my vet this morning and told him what happpened to my dog, he was even shock and it seems so odd to him. I would Never ! Never ! ever put any of my dogs to any of this petsmart hotel . I need to hear a feedback from the corporate office if you care.
I know a few people that worked at your distribution center in PA. It’s a shame how you have associates that are excited to go to work and take pride in their job and then you get a new general manager and everything goes to crap. I see from your other complaints that you should keep a better eye on your management teams and associates who don’t care in your stores too. I hope you treat your animals better than your associates that you say you care about. What a joke!! You won’t have to look for any business from me or anybody I know.
Chris lee says
Hi i am christopher lee and my dog ceasar lee was getting groomed yesterday at your petsmart grooming center in monaca pennsylvania the cut my dog really bad in 2 areas and one area they didnt even tell me about now he has to take pain killers and antibiotics because of the negligence of your employee then they had the nerve to give me the grooming bill after the fact then they finished grooming him and didnt notify me until after they finished i deserve a refund and compesation for my dog being hurt by your worker her name is rachel the day 5-25_2016 my number 7248884311 something needs to b done this is sad and ridiculous i am 10 years united states army vet and never have been treated and felt more disrespected please take care of this
PetSmart in Mesa AZ. is using a rescue that is stealing dogs for profit.
This was sent to the owners of Follow your heart animal rescue.
It has come to my attention that your rescue has people out here in Yuma going around everywhere removing every free animal and strays. They don’t even contact Humane Society of Yuma to see if the dog was lost or stolen. They are also using fosters who have had dogs die of Parvo. Maybe you should reconsider removing the animals from Yuma. We have a great network here in Yuma. We have many fosters here for HSOY. Why would you come here and take away from a perfectly fine shelter. Your people are continuing to harass members of the community. This doesn’t sound to ethical.
Terrible, rude customer service from the manager at the PetSmart Hotel located in Secaucus, NJ. I went to pick up my dog with my fiance after a 5 day stay period at the pet hotel. As soon as we saw our dog we discovered he had a spot with no hair. They told us he might have started licking it due to stress. We immediately took our dog to the hospital section and even the doctor told the hotel personnel that they should have taken better care of him. For example, put a cone on him so he was not able to lick it constantly. If they monitored him daily, his skin would have not been that bad. All they did is left a voice mail the day before we picked him up. So we bring our dog home and he is choking, coughing constantly which we never saw him do before. The next day we take him again to the hospital and had to take a x ray to see if he was okay. The x ray was $400 but the results were fine. The doctor said the coughing is most likely due to a infection or cold caught from the pet hospital. Meaning, the room was not set at the right temperature or he caught a flu from another dog. We then went back to the pet hospital to complain where we met the ‘manager’ who was rude and ignorant. She told us that there is always a possibility of catching a flu from another dog and its indicated on the sheet we sign. She also talked about her kids I have no idea why..but told us her kids get shots for flu but when they go to school they have a possibility of still getting it from other children? Anyways, we checked the form and it was true. Fine. But we were mad at the fact that if my dog was monitored daily, how could he have a huge spot without hair due to licking? This means that they did not watch him closely. I told her that I dont think you took care of my dog properly. And her reply was ‘im sorry you feel that way.” No apology whatsoever but only an attitude towards a customer who was upset about his sick dog after picked up. She stood there with her arms crossed. We met friendly, nice people when we checked in but this manager was a whole different story. My suggestion don’t leave your dog at this hotel under the supervision of such a manager. If your dog gets sick or injured in some way you will get the same kind of response. Also, he had scratch marks on each side of his paw. The manager told us our dog jumps a lot..? They don’t make any effort to keep your dog safe and comfortable. What amazes me more is their attitude. Especially the managers attitude was shocking. She should not be in a manager position taking care of dogs that are family to some people.
Diane Benjamin says
I am sure you don’t want to hear another negative comment but I also have one. I had a appointment to have my dog groomed at the petsmart in Plattsburgh store in New York. They called and cancelled it and said they would call me back to reschedule. They never called so I called them back, the groomer said she could not call because they didn’t have my phone # ???? They had it to call and cancel !!!!!! They were so rude and said they were really booked and I would have to wait for 6 weeks after waiting almost 2 months for the 1st appointment. Both girls I talked to were so rude to me like it was my fault. Needless to say I found another groomer and never plan on going to petsmart again. No need for the way I was talked to or treated. Just thought you would like to know not that anything will ever be done about this matter.
Auntie Maria says
What the hell is going on at your PetSmart location in San Mateo where your groomer, Juan Zarate, killed little 1 year old Dachshund “HENRY” during his grooming session May 2016? This precious puppy had broken ribs & a punctured lung & died from the injuries inflicted upon him by YOUR groomer! How is this possible? And your response, “The groomer has been placed on suspension pending outcome of the investigation.” What U think this little puppy injured himself? What type of background checks do U conduct for your employees? How did this happen to this sweet little puppy? Yes, your employee has been arrested for animal cruelty & your store should be closed down! This is outrageous & unacceptable! BAD KARMA 2 U PetSmart!
I visited the location on Millerville Rd in Baton Rouge, LA and I will NEVER bring my puppy here again!! I brought him in for his first full groom, he was only getting baths before, and they butchered him!! I asked that my long haired Rottweiler be trimmed and his nails ground down. I came back 4 hrs later to a puppy that looked like a bootlegged poodle. They used a number 10 blade on him!!! He was cut to the skin, uneven, left with holes in his fur, a huge dent in the back of his head, and all his long hair was still on his head and ears. The manager offered to fix it, AKA have to cut him even more so it’s at least even, but when I wanted a refund as well she refused to fix it. I’m beyond furious!! In spite of all the bad reviews, I still continued to bring him there since I hadn’t had a bad experience. Now I completely understand what everyone was saying. I’m not the 1st customer in the grooming department that has had a severe issue such as this and if something isn’t done to address this, I won’t be the last.
L Harth says
Petsmart in Chattanooga, TN allows a so called “rescue” (who is also a breeder) bully the HES and several other true rescues trying to find good homes for homeless pets. The manager allows this just so he can meet his “quota” of adoptions. This “rescue” sells her dogs and lets them go to anyone who has the cash! No one should be allowed to sell dogs at Pet smart if they are so pro adoption!
Jill Williams says
My son and I went to PetSmart in Bullhead City, Az to buy a cat which we picked out and was going to fill paper work and pay but they said they took cash only so we went to bank (which took under 10 minutes) when we returned the cat was being purchased by someone else who couldn’t make up their minds all week until today. Since when is cat or dog on hold until they make up their minds. I will never go in there again. How unprofessional.
Lynn mahan says
Rude groomer in Towson petsmart. Told me I was an hour late for appt for my dog they’ve groomed for 12 years. No eye contact. Just “you’re late”. Maybe my mistake, maybe not. Don’t care either way. Lost a 12 year customer because who needs THAT?!?!
Lynn Garza says
Was in local PetSmart, Dothan, Alabama, around 2pm today. Have always bought my fish and aquarium supplies from there. Never had a problem. Today, however, my husband and I were purchasing some fish and planned to also buy a large coral decoration that was on sale for around $45. Ended up putting it back due to being so rudely treated by a male associated that we asked to assist with the fish we picked out. I was trying to point out which ones I wanted and not only would he not even acknowledge that I was speaking to him (he never even looked at or spoke to me at all), he was also throwing the aquarium decorations around inside the fish tank. Clearly annoyed at having to assist us and annoyed in having trouble catching them. I spoke to him multiple times, he completely ignored me! I’ve never been treated this way at PetSmart. Because of his rudeness, you lost a sale and a customer. Will buy at Wet Pets from now on. Good rule of thumb, those who clearly don’t enjoy working with the public should maybe find a new profession. Your customers won’t spend their money in your store when they are rudely treated.
I walked into my local PetSmart in Victoria Tx last Thursday night to pick up a flea comb and treats for my four cats. When I entered the store, there was a line of dogs and owners being led by a petsmart trainer walking up and down the centers two isles, totally blocking access to the pet food department. Before anyone says, “oh you just don’t like dogs,” BS, I love dogs; I just don’t like inconsiderate fools running a store. I tried to pay for my items, and there were 5 or 6 dogs/owners in line at the register; I thought they were paying for the service, come to find out they were lined up for the lady behind the register to pet each and every dog. I finally said “I can’t wait for this,” and set my items down, at this point the register lady said “I can check you out now,” I said “no, you can’t,” and left.
Petsmart employee (Patti) in Apple Valley, CA offered to replace a 12-14 inch gold fish (that I have raised and cared for for several years) that is dying* due to contamination from another fish bought at Petsmart – IF I have a receipt for the gold fish that is dated within 2 weeks (or a month???). Your incompetence allowed parasitic infestation of a much loved pet. The treatment sold last week discolored the tank seals (not that that is a big deal – I can get another 55 gallon tank), and was ineffective. My complaint is that I lost a loved pet, and the insensitive response that followed.
* not moving much, and belly-up.
Just me says
I worked in the grooming salon for just over 90 days as a bather, wanted to go to the grooming academy to learn how to groom. Hired in as part time I only worked either 27.50 to 22.50 hours. After Christmas my hours went down to 10 hours a week? Was told because bather that was hired just ahead of me went fulltime, plus they had hired another bather so that’s all the hours the could give out for bathers??? Really nobody ever told me when I was hired my hours would go down to basically nothing, I can’t live on 10 hours a week could they???? Then they were even giving the new girl more hours and when I asked the hiring manager twice why, I never did get a answer! Then I had a unpleasant conversation with the store manager and I decided I didn’t need this crap from these people I don’t know who she thought she was talking to but I don’t appreciate being talked to like a idiot!!! And she can’t count on the fact that I will write corporate and human resources and anybody who will listen about her lact of management skills!! I quit and when I got hired the hiring manager was all worried and didn’t want me to waste her time??? They new I eventually needed fulltime and that I needed insurance!! All I can say was Petsmart wasted my time!!!! I will learn how to groom I do have a friend that owns a grooming school plus my own groomer had offered to train me!!! If your thinking about learning how to groom through petsmart after my experience I wouldn’t bother with them!!!!
Joe Eller says
Recently retired at 58 from a Major Package Delivery Company. Previous to that I was a in Retail Management. Previous to that I was in the Military. Was really excited to get back into retail.Love Animals of all kinds. Have had everything from Treefrogs to Iguana’s to Fish & Dogs. Love them all. Applied for a part time job stocking at your store. Spent at least an hour filling out the extensive application only to be told I didn’t meet the minimum requirements! I would really like to know what the minimum requirements are i?? Just was looking forward to working with animals & staying in shape without having to join a Gym . I have knowledge. I am a Veteran & have a spotless work record with many Awards from my most recent employer! I could do the Job of 4 of anyone with great proficiency ! Just do not understand what your Corporate Minimum is. Please Explain!
Lexa McDermott says
I have known for a long time now the kind of cruelty and abuse your animals are put through before they are sold to unknowing buyers. I will not put up with it. All my friends apart of this boycott and I will not buy any products, animals, or gift cards and we will not drive buy any Petsmart or Petco store. I am the owner of rodents, dogs, snakes, and bugs, thats a lot of animals that I have to supply for. I am willing to drive 750 million miles just to avoid buying any products from a place that kills their feeders in the worst possible way (I just kill mine using a proper carbon dioxide method at home, or go to “Oddball Pet Factory”), gets their animals from a place that force breeds, provides no veterinary care, and claims to love their animals, but really abuses them. You also sell unacceptable pet products such as “CritterTrail” cages, and mesh wheels. I will not put up with your ignoring of constant letters and protests. You do not care about your animals and thats that. I have proof also, the PETA and former employs have spoke up. You are rapidly losing costumers. I have convinced many people not to buy from petstores and I am not stopping until this abuse stops. I happen to know that over 50,000 people agree with me according to the resent petition run by the PETA. I usually am nice about protest letters, I am straight forward and kind, resulting in change. I usually go and talk to the manager at a local store and get them to change, but this has gone on so long that I’m not sure if you can ever change, I’m not sure if you are truly willing to make a change for that matter. Please reply to this letter as soon as possible. My email is: lexamcdermottXXXXXX
Lexa, 11 years old, owner of snakes, rodents, bugs, and dogs. (Orono Minnesota)
Addy, 10 years old, owner of geckos, dogs, cats, and fish. (North Oaks Minnesota)
Kristi Richter says
RE: PENNSYLVANIA FARM SUPPLYING ANIMALS TO YOUR STORES (and Petco) has been slaughtering animals by the hundreds — cruelly gassing them with carbon dioxide or leaving them in freezers to die slowly.
PLEASE BE ADVISED THAT I WILL NEVER PURCHASE ANOTHER PRODUCT FROM YOUR COMPANY NOR RECOMMEND YOU TO ANYONE! THIS MESSAGE WILL ALSO BE GOING TO PETCO AS WELL.
PETSMART AT 16514 SW 88 STREET, 33196, STORE # 1526 SEEMS TO BE PROTECTING ITS MANAGER….A COMPLAINT WAS MADE TO CORPORATE OFFICER INVOLVING CUSTOMER SAFETY AND CONCERN. IT HAS BEEN 3 WEEKS AND A GENERATED CASE NUMBER….STILL NO CALL AFTER 5 ATTEMPTS TO RESOLVE HER ISSUES……..AFTER READING YOUR REVIEWS IT SEEMS PETSMART CORPORATE OFFICE IS FAMOUS FOR NOT RESOLVING CUSTOMER CONCERNS……..THIS STORE IS VIDEO TAPED. I ADVISED HER TO CONTACT YOUR ATTORNEY ASAP….AS PETSMART PLACED HE LIFE IN JEOPARDY. SHE WAS A CUSTOMER FOR 15 YEARS AND HAS NOW TAKEN HER BUSINESS TO PETCO.
CORPORATE OFFICE IS PROBABLY BLIND FOR EVERYTHING IS HAPPENING AT DC10 IN GROVEPORT OHIO THEIR MANAGMENT HIRE AND FIRE ANYONE THEY LIKE THERE WAS VERU HARD WORKING EMPLOYEES THEY FIRED FOR NOTHING.IF THEY PUT EYE ON YOU AND DONT LIKE YOU PRETY SOON YOU GONE AND OTHER EMPLOYEE DONT SAY NOTHING BECAUSE THEY SCARED THEY LOSE JOB TOO IT IS VERU EASY TO SET YOU UP SO THEY HAVE REASON TO GET RID OF YOU.I AM REALY WONDERING WHEN YOU GOIN TO DO SOMETHING ABOUT IT OR YOU WAIT FOR SOMETHING BAD TO HAPPEN AND THEN DO SOMETHING ABOUT YOUR MANAGMENT.
Oh my gosh, you are so right!!! No one is willing to stand up for anyone because they know it’ll be their head next on the chopping block!!! I worked for Petsmart as a groomer for over two and a half years. This past summer we got a new store manager (3rd one since I’d been there), a knew assist store manager (3rd one since I’d been there), and a new salon manager YOU GUESSED IT! (3RD ONE since I’d been there! The entire time I was employed there, prior to their arrival, I had NEVER, NEVER, EVER been written up. I’m a damn good employee. I take pride in my work and do my job to the best of my ability – even when there aren’t supervisors watching! How many of those managers do you think can say that? During this time I began having a hard time with time management due to a mental illness. One day as the salon manager was attempting to mentor me, she made it clear that I could in fact BE FIRED for what was going on. That made me really angry and I told her I would be on the phone to human resources the next day. She argued with me, apparently not even intelligent enough to know about labor laws, but intelligent enough to run an entire department? Anyway, the next day I came in the store manager asked me to come speak with him. He wanted to let me know that I needed to doXXXXent anything going on regarded to ongoing mental health issues to their hr department and handed me a packet to fill out and told me his best advice would be for me to see a professional counselor. I KNOW, WAIT, IT GETS BETTER. After that another word was never mentioned about the topic. A week or two later I began getting written up for tardies. I admit it, I was late. I wouldn’t say a lot, but at least once a week. BUT, with that being said, that amount of tardiness is the norm for employees in that store. Including the managers! Needless to say, by about the 4th week of this nonsense I had reached their “maximum number of allowed write ups during a six month period” and you guessed it again! I was fired. We are talking about 7 minutes late. 9 minutes late. Now, I’m not saying it’s ok to be late to work, what I am saying is that it’s not ok to target people and fire them because you don’t know how to deal with them. I am not the first groomer to leave since these new managers arrived at our store. One girl quit after just a couple of weeks, no notice, just said “I’m not coming back to work for you” , directed at the salon manager. Another groomer gave notice, but she quit also. TWO. TWO GROOMERS TRANSFERRED because of the salon manager. And a bather gave notice but changed her mind because the salon manager apologized to her (in private of course) and finally, there was me. A sad girl with big problems that was just grooming too slow. Truth be told, it’s taken me about a half hour to type all of this into my phone, and here I am at the end, with tears literally running down my cheeks. I would do anything to go back. Anything. I loved that job. I loved those dogs. I have never had a job I enjoy so immensely. The first two years were wonderful. Fun. Caring. We were a team and a family but all of that is gone forever. At least I have memories. I am a very talented groomer. I don’t care if I’m the one saying it. When someone as loyal as I am is going through a difficult time, particularly due to a mental illness, they shouldn’t be harassed because “I grew up military, I’m sorry, I don’t know how to deal with THAT” What was done to me was wrong. I guess that’s it.
Diana Matthews says
Give me a call new Rochelle gromer are butcher
So disappointed with petsmart in Omaha. Have been using the hotel at oak view for many years, then one the new one opened at 168th maple Omaha Nebraska I started to put my 2 dogs there as it is closer to home. The manager Sarah is rude, I’ve complained to the store manager and nothing done. 3Times I’ve seen her upset staff in the hotel watched young girls and men leave because of her. Pet parents to. All I ever see her do is sit in the office. Very unhappy place to take my dogs. Please do something about management!!!!!!!!!!
That’s strange had an issue with the manager in the hotel. Very rude. Sara was also the one yelling at a staff member.
Mary Helen Price says
I took my dog Zack In for a haircut bath ears etc . I am very disappoint elwith what I received . I trid sending an email there with no luck got have oder number all that stuff I did not get all that information. They left hair around the rear that should have been cut this feet are an imbarrassment. I think he was a shame of them too. I got an awesome cut when we first started but with each time it gets worst. . I hate to complain but people see him an 1st questionis who cut his hair. Andni tell them. Just wanted you to be aware . I think I will try somewhere else for his hair cut. He always love going there but niw he seems a little out of it like he does not want to go in. He is a standard poodle by over standard. With a hrme art of gold loves every one.
Thank Helen Price
GOOD IDEA,,,,,WE HAD ISSUES TOO…
Nicholas S says
Acording to NC state statute 168-4.3 I cant not vlb denied entry with my Service dog. I was since corporate and petsmart want to play games see you in court, good job letting employees commit a felony
GO TO PET SUPERMARKET..THEY WELCOME ALL DOGS……
Stacy Bourlier says
Disappointed, and dissallusioned with the Midland, MI store. Rude, rude, rude!!! Add in and employee walking around with bronchitis, hacking a lung all over everything and customers as well. Not contagious? Send her Home! Week before Halloween, really?!
The supposed store (punk) manager for the day called me and my mother liars to me in store about a case of wet food. Hacking girl, after 3 attempts finally found what was promised. Then proceeded to be ill mannered at check out..about MY bank, MY money, and emergency numbers to call…after SHE admired to screwing..in a crowded store.
have called, and spoken with corporate, the weekend before Halloween. Have I received a response? And it’s January 8, 2016….course not.
Ed Scruggs says
Very disturbed to learn that PetSmart is allowing open carry of guns in its Texas stores. Why? Why should families with young children and pets be exposed to someone brandishing a weapon? It makes no sense and goes against the family friendly policy PetSmart has tried to build over the years.
I do not understand why PetSmart is not displaying the state approved 30.07 signage to prohibit open carry – a move many of the largest corporate chains in the state are doing. We deserve a statement from PetSmart explaining this policy.
Teshia S. Luker says
I went to the PetSmart in Trussville, AL today only to be treated like a dog!
I drove an hour special to go pick out a goldfish at PetSmart, when I chose the one I wanted to purchase your very unprofessional salesman refused to sell it!!!! Like this is your purpose
is it not??? I asked why I could not purchase the fish and was told, “he didn’t want to sell that particular fish because he was too good of a worker.” I thought at first he was kidding but no he was so rude everyone was looking at me (like whats this mans problem). I asked to speak to the manager but another sales associate along with the one who would not sell me the fish would not get the manager. This is a SORRY excuse for customer service. I am going on every social media to share my very unpleasant experience after going an hour out of the way only to return with NO goldfish for my two year old nephew. I would not buy anything after being treated so poorly! Its sad your corporation does NOT value its customers who pay your salaries .
And the employee was right. A 2 year old should not and could not handle a live animal. Not even most adults know how to properly care for fish. Petsmart does well in refusing sales when they KNOW the animal will suffer a slow death at the hands of incompetent owners. Well done Petsmart employee!
And you should be ashamed of yourself, animals are not freaking decorations or toys for children to play with. They are live creatures with special needs and requirements that deserve RESPECT, care and consideration. Just because you pay $1 for a fish it doesn’t mean its life is worth less than a dogs, or any other living creature for that matter. IT IS STILL A LIFE. Go get yourself a clue instead.
I bought a dog carrier from petsmart and the dog got out of it simply bit the thin mesh and ran away now he is gone. The manager Clarence Taylor told me that I am not supposed to put a dog in the dog carriers they sell at petsmart. I guess the ceo should probably tell people the same since this manager tells people the carriers petsmart sells are not good enough to hold a 4lb Yorkie. What a joke of an employee.
Kelli McGaughey says
Petsmart on 121. I went to pickup my dog from being boarded at 5:30 today. When we went to leave the store at the front door she got spooked and ran out. We could not catch her. She ran on to 121 and was hit and killed. I only am telling you all this because THEY DID NOT PUT HER COLLAR ON RIGHT. IT WAS THREE HOLES LOOSER THAN WERE IT USUALLY IS BUCKLED. NO offer from store to help in anyway and can not get corporate to call me.
Cynthia Hill says
That is so sad. I am sorry for your loss. I will never step foot inside another Petstupid store again
Lynn mahan says
I am SO sorry for your loss❤
I was going to this PetSMart for 7 years and today I called the groomers area to make an appointment for my dog who had already been there once before. The woman in grooming answers and says she needs to go into another system and tells me to hold. Well she didn’t put me on Hold, she put me on Speaker by accident and didn’t realize what she did. So I’m holding still waiting for her and they start talking to on another, and the woman who was helping me says to the other groomer if she knows how much a haircut was. The lady who was helping me says oh never mind the b!tch hung up and the other woman groomer tells her Fu$k her then. Well when the woman who was helping me realized I didn’t hang up and that she put me on speaker and I just heard their entire conversation well she put me back on Hold. I hung up called the store and asked to speak with a store manager. Luke got on and I told him what those two groomers were saying. He called me back and Assured me that yes they did talk that way but it wasn’t towards me!?! WTF! Really?? So it’s okay to be so Evil and so un professional as long as it’s not towards a returning customer? Then Luke reminds me over and over NOT to call corporate because it will just get directed back towards him but that I can call but he’s dealing with me and issue now. I told Luke the Manager I will never step foot in that store again and that they just lost a 7year customer. Luke couldn’t care less and offered me a lousy comp at a different store. That doesn’t make it right PetSMart! No groomer should ever talk like that about customers or to one another for that matter!!! I did call corporate and I did put in a complaint so I pray something gets done about this! The way they were talking about me. No I’m not a XXXXXX PetSMart Groomers! I was a loyal customer and it was wrong what you said and wrong to defend that awful behavior!
I am appalled at the rudeness and unprofessionalism of the Management staff at Petsmart in Northborough Massachusetts. In July I brought my dog in to be groomed, unfortunately his regular groomer had left PetSmart and I was assigned the NEW grooming manager. They kept my dog for 5 hours and then called me to tell me they couldn’t finish him because he was being mouthy and wouldn’t let them finish. Very bizarre because they’ve been grooming him once a month (every month) for 3 years! They gave him back to me not fully dried and not groomed at all. We needed him clean because we were going on vacation. Off we went on our vacation with our dog and I notices he had a huge mat on the back of his neck that he wouldn’t let me touch. A few days passed and he started smelling there was a wound/hot spot under the mat. Seems the trained professionals kept trying to pull the mat out while brushing him, which was very painful because of the hot spot. They should have noticed as I did that every time you touch that mat he freaks out. I cut the mat with scissors and noticed the wound – because of the smell we rushed to a vet while on vacation. The vet was appalled that a trained groomer didn’t see it and left him wet enough for the hot spot to spread. They had to shave him and give antibiotics etc. This cleared up in a few days. The issue with Petsmart is they continued to pull the mat without checking to see why he was crying and being mouthy to them. Petsmart told me I can’t bring him back because he was trying to bite, when I asked for the store manager she agreed with the unprofessional inexperienced rude grooming manager. No questions asked just my dog’s not allowed back into the grooming salon. They lost over $500.00 each month between grooming cost and food cost (I’m not exaggerating) I have a huge Alaskan Malamute with a hardy appetite, and 2 parents that spoil him with the best food and best dog treats.
RUDE!! UNPROFESSIONAL!! I received a notice in the mail that a “brandy snifter” fish bowl had been recalled. It just so happened that we had one. I took the notice and the fishbowl to the West Plano TX Store (Park and Tollway). I went in and spoke to a very nice cashier who employed the assistance of a very courteous floor person to try to find out how much the item cost. It went down hill very quickly. I was approached by Earl (who is the store manager!). He was extremely rude and made me mad instantly. If he had just explained why he couldn’t do the refund in the store rather than asking me questions like “well how am I supposed to know how much it costs? Don’t you have the receipt”. I am a business owner and I can assure you that if I had seen an employee speaking to a customer the way Earl spoke to me, I would have fired him on the spot!! Anyway, I explained that I did not have the receipt from a fishbowl that I bought some 3 or more years ago and asked him if he would keep a receipt on an item like that. Of course he said that he keeps receipts on everything he buys. The man must have a room dedicated to receipt storage. I pointed out to him that THEY sent ME the notice of the recall and it wasn’t on me to figure our how much it costs! Anyway, he told me that I was being rude and he told me that “HE didn’t have to take that from ME!” I have never had such a bizarre encounter in my life. I used to shop at Petsmart. I have 3 dogs and kids that have other small pets. Because of Earl (did I mention he was the store manager!?”) and his shocking treatment of a customer, I will never set foot in another Petsmart for the rest of my life. Petco and Amazon from now on. Good luck in your customer service career Earl!
Amber XXXXmings says
I’ve been going to the Chandler, AZ Petsmart since I’ve moved here almost 2 years ago for nail trimming for my 2 dogs. Today I went in and the associate named Crystal in grooming had an attitude with the current dog talking garbage to the dog about its owner. Then she started in on me telling me I was NOT in their system and questioning me saying “are you SURE you’ve been to this one because you’re not in my system.” I continued to tell her they’ve been having this problem since they switched systems but I was in there. She was trying to dismiss my husband and I but I told her to check another way. Which she continued to roll her eyes. Finally she found me and I told her multiple times my dog needed a two person assist because he will nip and will try to escape. She then took my dog to do his nails by herself. My husband asked another associate, who was sitting on her butt playing on her phone, why Crystal did not get another person to assist her and she said “Oh Crystal likes to work by herself.” At this time my dog is yelping in pain and trying to escape. I then looked at the associate doing absolutely nothing and said “I asked for a two person assist with my dog, please go help!” She gets up laughing while my dog is clearly in pain and walks back to Crystal making jokes. My dog was trying to escape her (which I can definitely see why, she was extremely rough and clearly was not an animal person) and he kept yelping (which I must add never happens when others do it). I then told her to stop and give me my dog because she was done! She then gave me my dog and said “never come back!” Trust me, you couldn’t pay me to let you touch my dogs. My husband and I talked to the manager Stephanie who was an absolute sweetheart and apologized. She said she would definitely talk to Crystal about what she did and didn’t make me pay for any nail trimming. Crystal in grooming was extremely rude, unprofessional, abusive to my dog, and honestly is just there for a paycheck. After being a loyal 12 year customer I will never be returning.
This happened at: 2860 E Germann Rd, Chandler, AZ in the Crossroads Towne Center .
Random drug test the grooming department at the Roseville,CA store 1184. They obviously don’t know you can hear through the windows. Talking about taking Molly and LSD on top of admitting being drunk from the night before. Shame on them for having children taking care of our pets.
Griffin Anthony Glaze says
Hi petsmart Headquarters this is Griffin Anthony Glaze I want to let you know that petsmart on stringtown rd Grove City Ohio their bathroom is Remodeling with hand dryers and touchless faucets bye bye paper towels hello hand dryers?
4600 Hunting Creek Dr
Grove City OH 43123
Ruth Trout says
I witness abuse to a dog being groomed at the Petsmart at 2135 Route38 Suite B, Cherry Hill NJ 08002. When walking to the store I was looking that the dogs being groomed, I notice that Groomer in front window was hitting the dog on the head and the dog nipped at her, she did it more than once while I was approaching the store. When I walked in I told the cashier that if she didn’t hit the dog on the head it wouldn’t hip at her. The male cashier just laughed. I proceed to get my items and I could hear a dog in distress. I can’t say for sure it was that dog but you could hear it in the store. When I arrived at checkout counter, a different cashier was there and another employee was paying for an item. This time I witnessed the groomer cutting the dogs nail, She was struggling which again caused the dog to nip at her, instead of going around the table to the right side of the dog she bent the dogs back leg to her, again causing distress to the dog. I couldn’t take any more and spoke up again asking both the cashier and the employee to stop her. The employee proceeded to tell me that she wasn’t hurting the dog and that people request her. She said this dog was her friends dog and walked away. I asked the cashier who the manager was and was told it was Jennifer. I left the store in disgust and called the Manager from my car. I told her this story and was thanks for bringing it tot her attention. I do not believe anything will be done to this person and I have reached out to social media for help to prevent this from happening to their pets. Please do not take your pets to Pet smart for grooming. They are not quantify and don’t care for your pets.
I have concerns about the quality of care provided to your in store animals. I am a snake breeder have been for 21 years. I am extremely experienced in the care and health of snakes. I sometimes browse your colorado stores to find/purchase snakes for breeding purposes. In your Arvada store I happened to notice you had a beautiful Piebald ball python. I asked an associate to see it. She then of course let me see the snake. Upon closer inspection I couldn’t help but notice that the snake was skinny as well as had some muscle wasting around the tail area. I then proceeded to ask her when the last time the snake had ate. She shrugged and said she wasn’t sure. I had a feeling she was lying or not telling me the full story since she kind of had an upset face. I would like to purchase this snake but feel it is unhealthy, perhaps the next one to be in the store will be in better condition.
Brent M says
My wife & I have used PetSmart almost exclusively for 12+ years for our dog/cat/fish needs. But we recently moved out in a country environment away from our closest PetSmart (store 1303) in the Wolfcreek development.
In August your company has apparently changed to a “SMS Grooming” computer system, & since then it has nothing but a hassle to get our pet taken care of in your grooming dept.. Everytime we have been in there (which is every 3 weeks) we have been asked to provide Rabies vaccination proof. This is a bunch of BS, as for the past 12 years we provided this info annually to this same grooming dept in this same store & that sufficed. Finally earlier today, I had had enough & asked to talk to the mgr about this, which I did talk to the Asst Mgr on duty this afternoon. She told me it is related to this new SMS system that is not retaining records on the animals anymore & generates repeatedly the requests for proof of vaccinations…
Again, this is BS, & we don’t feel we should be obligated to prove the animal(s) have current vaccination records EVERY TIME WE WALK INTO YOUR STORE…
I mentioned we have moved to the country, which now means it costs more in gas & time for us to continue to come to this grooming dept than in the past when we literally lived minutes from it.. Well, don’t worry, we will find some pet care facility that is closer (maybe locally owned) that we can develop a better relationship with. & by the way, most of our friends are also pet owners/lovers, & hopefully we can steer them away from PetSmarts also…
Your SMS Grooming system is broke, you need to fix it so it doesn’t piss more exisiting customers off, as the end result on the track you are currently on is the loss of more of your previously satisfied customers.
By the way, the reason I am writing this comment is also because I have been on hold for OVER 52 MINUTES on your corporate phone #800-738-1385: another reason your company is going to Hell in a hand basket… Get some help that can answer a phone..
As a customer at one of your location in LIBERTY, MO and talking with one of your groomers (KARLA) and giving her detailes on how I would like for my 7 month old Shih-Tzu Kastro to be groomed, I noticed there were no photos of different styles for certain breeds. There are aleast 8 groomers and over each groomer, it would be nice to display several breeds in certain styles for customers. (such as myself). They do such a wonderful job and giving their best grooms it should be displayed. Just a suggestion for the future;
i recently just left PetSmart pet hotel because I was given an action plan for someone else’s hearsay about a situation. The people who work there are garbage. Do not take your dog there for any services! My advice would be to write a letter to corporate human resources telling them if your complaint is not addressed (especially for injuries by another dog), you will be pursuing legal action. Don’t let these a**holes make you feel they don’t care about you, even though they don’t. Fight for your fur baby! Best of luck.
Kim Smith says
I Dear Mr. Lenhardt, I have been a loyal customer for over ten years and I love your store on Middlebelt in Livoina Mi. I have a large amount of pets, four German Shepards, seven rescued cats, a duck, five house birds, four turtles,a snake,about ten mice and a very large fish tank full of fish. I have spent thousands in your store I could provide you my credit card info and you can see just how much I have spent there in the last year. Well yesterday I went there to return a recalled Top Fin fish tank heater and I did not have a receipt. I was treated as if I had stolen it because several months ago I had returned a broken canister filter without a receipt. The manager at the store came out of his office looked at me and said I dealt with you from things you returned before MISS, waved his had in disgust turned and returned to his office. The cashier after looking up the recall gave me a store credit. Under the recall info the employee was suppose to help me find a replacement. Well after asking for this help there was none these employees were rude and insulting to the point where I told them that I could go to Pet Supplies Plus and they did not care. Well sir, if your company has such little respect for your weekly customers maybe I should go. I am demanding a letter of apology from this manager and employee or I have no choice but to shop where I am treated as a customer not a problem. If your company can not find the time to respond in a timely manner I am not going to be embarrassed again in front of other patrons and will take my business to your competitor as well as tell my story in greater detail to my one hundred plus face book friends and ask them to share with theirs. I hope to hear from you soon Kim Smith
Penny Miller says
I have a passion, and have turned to PetSmart.com site to fulfill that passion. To become a professional dog groomer. Even though I have applied to multiple openings, not one response from PetSmart regarding the possibility of joining their team, and helping them (read these postings about grooming experiences, PetSmart needs GOOD help). Has anyone taken the 2 year dog grooming course (signed the contract etc) been trained, and if so how would you rate the on-the-job training for those two years? Thanks. Writing to CEO David K. Lenhardt tonight to see if he can direct my resume’ to either a Regional Manager, General Manager for placement. A prayer won’t hurt either. Those of faith, send one up for me! Thanks!!
Steve Bayless says
Store 2389 Bowling Green KY is a dump, and this is coming from an ex employee. I ran the Petcare Dept and keeped it in perfect condition. I quit in July and thus far they have ruined the petcare area.
– The tanks are infested with algae
-The dept now smells horrible
-The so called manager (Gary) that is supposed to oversee the area is a idiot and washed the filters in soap which has poisoned the tanks.
The store has tuned into a complete FAIL and the lazy district manager wont address anything.
Im contacting there corp office one more time and if they dont bring change then Im going to the ASPCA
Pat McGuire says
I am thoroughly disgusted with Petsmart …for months I have had to jump through hoops trying to purchase the shelled peanuts for the birds and small creatures I have in my yard. TODAY dug my hand into a newly opened bag of shelled peanuts to throw outside and I feel something strange in my fistful and it was a chunk of glass. I was very upset at this find and called customer service immediately. Although a nice kid his lack of care was so nonchalant not even asking me for any identifying numbers off the bag so it could be tracked. I asked to speak to his supervisor he placed me on hold for a few minutes and came back as said that the supervisor couldn’t speak with me. The peanuts have been of terrible quality for the past 5-6 months now I plan to look for a new place to purchase probably Walmart. In case I ran out of the peanuts I had as a backup an unopened bag of Petsmart Squirrel food. So today when I opened that bag there were dead insects stuck to inside and on the food. Have noticed for the past week all these small moths flying around my kitchen it was from that bag. The quality control sucks and no one seems to give a crap about it. I am really stepping away from them because of the poor quality of the food they are carrying. Noticed even the Fancy Feast isn’t really fresh. This became noticeable when I ran out and purchased some from Hannaford. Although more expensive the food looks so much fresher. Think Petsmart must buy in such large quantities and do not store it properly for their Fancy Feast to look so inferior…I have been a customer for both product and salon for 15 or more years and truthfully I would have been long gone if it were not for the manager and assistant managers always being in the top of their class. I have no idea what is going on with Petsmart but it is not good unless there is a positive change in whatever they are doing they will go down the tubes for sure.
signed up for puppy training in uniontown ,pa…what a joke!!! the girls there are so unprofessional and not good at their job…there were several others also that complained and this was just the first day of training!!! we asked for a refund because we all new this training wasn’t going anywhere..i have since written a email to the corporation and am waiting for a reply regarding the refund…I have found a very reliable, very professional training school and will be starting soon….
Marie McGrogan says
I was at the petsmart in Langhorne Bucks County Pa where I shop every week and spend at least 70.00 per week on blue dog food. This Sunday I decided to pick up treats for both my Beagle and My sons Siberian Husky that I am watching. I bought a bag of Authority Chicken Jerky brought it home and gave over the last 3 days at least 5 to each of the animals. My Beagle came down with diarrhea and the Husky is acting lethargic. The only thing that changed in their diet was the treats. I usually give Greenies but wanted something I could reward them with for good behavior. I called the store after reading the label which says wash your hands after handling can you believe it and then find out the FDA put out a warning about these treats in May of this year. They kill dogs. How can you put something like this on the shelves when you know how dangerous it is? I called the store and the only response was we know about it and you can certainly return the treats and get your money back. Are you kidding me? I will have the dogs checked out at PetSmarts expense and if anything happened to my dogs Pet Smart will be in Court you can bet on it. I am going to the Store to speak with the manager tomorrow. Newsflash Petsmart You are responsible for the products on your shelf as a distributor. I trusted you for years and now not so much as a ” We are concerned from your staff” Take a look at facebook because this is going viral. If you dont care about my family I dont care about your bottom dollar.
Debra Littner says
Well my littler Shi Tzu had a very serious incident at Pet Smart in Brea Ca. on July 23rd 2015, he was in dogie daycare that he has been going to for almost four years, I get a call from the daycare saying another dog bit him and they took him to the vet at Ban-field, Cynthia Chan, when I got there my dog was in quite a bit of pain, she said that the daycare noted blood from his mouth after the other dog bit him and she gave him an antibiotic injection and pain medication, he was in to much pain to open his little mouth, she suspected a laceration under the tongue, I took him home with antibiotic pills, the manager informed me that they reviewed the video and my dog showed an aggressive posture toward the other dog, when I asked how much the other dog weighted I was told 60 lbs.my dog weights 14lbs. I questioned why would you put a large dog in with my small dog, the manager told me they do it by temperament not size , which is totally ridiculous, the manager also informed me no way was Pet Smart paying my dog’s vet bill. First thing in the morning I took my dog to my regular vet, he was very swollen, my vet examined him and with in 2 minutes was pretty sure his jaw was broken, so after sedation and X-rays, my dog now has his jaw wired and a button for tightening the wires under his chin. I have filed a customer complaint and spoken to several Pet Smart employees on the phone. I requested the e-mail or phone # to the C.E.O., they all told me we don’t have that, we can’t reach him by phone, this C.E.O. must have a total closed and bolted door policy, I asked for a copy of their organizational chart, and the video of the incident I was told I was not allowed to see it, that’s against company policy, I asked for a copy of their organizational chart they did not seem to know what that was, I asked who sets the policies for mixing large and small dogs, was it a veterinarian with experience in animal behavior, they didn’t know that. Later in the week they called from the store where this happened saying they would split the vet bill with me because after reviewing the video again they said it looks like my dog fell, mind you my dog is a Shi Tzu and stands barely 2 foot off the ground, this whole scenario is ludicrous. I am still waiting for a resolution to my veterinary bill, but more than that please think before you take your animal to a Pet Smart, obliviously my dog was not cared for or observed properly, the vet that saw him at Banfield was young and inexperienced, she never mentioned that his jaw could broken even though she knew he had a facial bite, and she prescribed oral medication instead of a liquid antibiotic knowing he had a mouth injury and charged me 70.00$ to boot. So again be very careful about using any service at Pet Smart if you love you pet and value their health
Patrice Scott says
I have been taking care of dogs since I was 5 years old. I now have a Lhasa Apso. She’s 8 years old. Her 1st groom was done my PetSmart but when I move I had to find someone else. I’ve had her groomed ever month of her life. She also gets a bath and tooth brush on a regular basic. The past 2 months I’ve started to take her back to Petsmart, now all of the groomers and veterinarian’s that has taken care of my dog has never complaint or saw fleas on her. I have my yard and my inside of my home treat on the regular, she is also sprayed with an organic spray because I have a bad immune system to chemicals. Now for the past 2 times my dog has been to Petsmart they claim to have found fleas on my dog. And to play with my intelligence the groomer said the only way you can tell if your dog have fleas is if they are wet. I left my dog there at 7am and they didn’t call me until 12:40pm, my dogs face wasn’t even clean. Her feet still has hair in the paws, so much that she is trying to get it out herself. Her tail looks like they put oil on it. It really looks like something I could have done myself. To make it worst some of the groomers not all of them were rude.
Your Grooming system should coincide with Banfield’s system or there should be some sort of process in place to have the information transferred over to Grooming. I scheduled an appt for my dog to get a bath in which I do every month and even though my dog is current on all his shots I was turned away after I already got there because “their system wasn’t up to date on his vaccinations.” If the Grooming staff see that the vaccines need to be current I don’t see why they cannot be proactive and get the records from Banfield that is 2 feet away to avoid situations like this. I was not happy that I drove all the way there for my dogs appt to be turned away when I go there once a month for grooming and had his tags on his which are current. I was told they cannot go by the tags and since Banfield had closed for the day I was sent on my way and told to reschedule. Needless to say I was not very happy about this especially with the amount of money I spend in the Mooresville NC store each month. In my opinion it would be a better service to your customers to make the systems connect or have shot records transferred automatically if the customer uses both Banfield and the Grooming Salon.
Debra Littner says
We have been taking our two dogs to dogie daycare for over 3 year to the PetSmart in Brea, Ca. every Tuesday, this time we took them on a Thursday, I got a call from the daycare saying my 10 year old Shi Tzu had been in a fight with another dog, they took him to the Banfield Pet hospital, where they give him pain medication and antibiotics, my husband and I went to pick him up and get our other dog from daycare. On the phone the person I spoke with Ashley said that my dog had postured aggressively and the other dog who she said weighted about 60 lbs. had bit him in the face, my dog weights 14 lbs., they said the video showed my dog being aggressive, my problem is why was my dog in with a large dog, their answer was the larger dog was very sweet and they place them together by temperament not by size, well obviously a larger dog can do more damage. The other dog of course had no injury and my dog is at my vet with a possible broken jaw. I spoke with the manger who stated we would need to pay our own vet bills since my dog was aggressive. We have gone there over 3 years without incident, my dog was placed in with a much larger animal and apparently not being watched that closely for signs of behavior change and his answer was well we took him right over to the vet after we noticed he was bleeding from the mouth. I had absolutely no confidence in the vet, my dog’s face was all swollen in the morning and my vet said its a jaw problem, he is being sedated now and will be treated by a proper veterinarian. I am writing this to warn anyone about taking there dog there, if anything happens you will be presented with a hefty bill and if they determine your dog injuries another dog you will get to pay that vet bill too! The C.E.O. of Petsmart needs to review their mission statement and update it to say we may or may not supervise your dog and for sure we will not pay your vet bill or worry to much if you pet is severely injured as mine appears to be
Just want to inform you that i think your company is a disgrace and it disgusts me the type of workers that you have taking care of and grooming dogs. i took my dog there and within 20 minutes we got a call telling us we had to pick her up because she was “too hyper.” we have NEVER had a problem with her being groomed. When i got home i realized that she had a cut on her nose and part of her skin was hanging off. I did not think it could have been your workers because i would have though that they would have the decency to tell the OWNER what THEY have done to MY DOG!!!! Man, was i wrong. The more stories i hear about what your unhuman workers are doing to more dogs disgusts me. Cutting them and hurting them and not even telling the owners what they have done. What kind of pet business is that? A very bad one that’s what it is. What’s even worse is that you don’t even take responsibility for what you do to these dogs and these workers just sent the dogs home as if they have done nothing to them. You are lucky that my dog is okay otherwise i would be suing your company. I do not know what type of company you are trying to run, but let me tell you it’s disgusting and i can’t believe i used to take my dog there. I guarantee you will i never step a foot into another of your stores and i will tell everyone i know that has a pet or that is currently one of your customers the way you treat these animals. no one should want to be a customer to a business that doesn’t even care of other people’s animals. SHAME ON YOU.
Lindsey Weeks says
I thought this should be known….Today we brought “LauraBelle” our 5 month old golden retriever puppy to PetSmart for her to get a good bath, ear cleaning, and nails “grinded.” Mind you, I bathe & clip her nails at home very often and have never had a problem with her but then they have sharp/jagged edges on them, so I was told I should take her to have them grinded. I didn’t know this could be done but I guess it’s a popular service. We dropped her off and wanted to wait but they told us it would be a little while, so we opted to go eat next-door. When we got back she was still not finished so we shopped around the store. After a while I finally walked back there again to ask if she was ready when the girl at the desk quickly rolled her eyes and said, “I just finished her, so it’ll be a minute.” I asked her how she did, being that this was her first trip to a “grooming facility.” She immediately started telling me how “she had to be held down to clip her nails, and how it took two people to do it & the grinding, and then how she was freaking out and acted soooo scared the whole time.” She went on about how she “couldn’t even blow dry her because she was snatching away, and yelping.” This did not sound right to me at ALL! Our dog is not like this, so I chocked it up to the fact that it was her first grooming experience and that she’s only 5 months old. We get home, and I just had an uneasy/funny feeling. I start looking at her coat, then her nails and I find them jagged, sawed-off, bleeding. I’m beside myself. I can NOT IMAGINE HOW MUCH THIS HURT!!!! I feel so bad for my dog. She didn’t want me to touch them at all. She’s scared to death I’m going to mess with them I guess, and she’s acted funny all evening. She’s in pain!!!
Galina Slavova says
To whom it may concern,
Due All my respect as your valued customers for over 7 years below is teh response I received from Petsmart when I posted social review regarding grooming services and employee injuring my dog.
Please read it and let me know if this is teh way you train your staff to respond to their customers. I already contacted local TV channel and I am taking this matter to a different level.
DROPPING OFF A HEALTHY DOG LEAVING WITH A HANDICAP
Re: PetsmartMonday, July 13, 2015 11:27 AM Mark as Unread
From: “Brian” Full Headers Printable View
First of coming from a bather point of view knowing how the process is the nails were always trimmed correctly if they were good we just tip them
Second we have grates in the kennels where the dogs are held while they dry in between the dryers and the hand drys . If your dog does like kennels they can get antsy and claw at the grates .
So no your dog did not get his f*** nail cut off all the way . Your dog needs to be kennel trained before you bring them to a bather or you can grow the f*** up and was your own dog like a f***ing good owner would. And yes XXXXX does happen your so cough up in your own drama and just wanted to blame a person and loose there career cause your f***ing lazy to wash your f***ing dog
Sent from my iPhone
Galina Slavova says
Chris the Manager 330 S. La Cienega Blvd, Los Angeles, CA 90048 laughed at me when I told him about this email. He was so rude. Unbelievable. So unprofessional.
Debra Littner says
What TV station are you taking this issue I would like the issue of my dog getting a broken jaw at daycare, addressed on TV
ROSS TOWNSHIP STORE #588 PITTSBURGH PA 15237
I just need to express my complete DISGUST and OUTRAGE with your company…I have given it some thought and wanted to process my emotions before reacting but what just happened was the straw that broke the camel’s back…My dog, Puffin, passed away on May 7th. I went into my local PETSMART location, where she had been seen MANY times for the Banfield Pet Hospital and to be groomed, the day after to get a refund on her medication that I had just got refilled the day before and to let everyone know that she had passed away. The young girl at the counter didn’t even hesitate when I explained to her that my dog had just passed away while I still had tears in my eyes. She didn’t even look up and make eye contact at me or apologize for my loss or offer any condolences. I then waited for her to follow up on the refund, while waiting a woman walked in carrying a larger pit bull who clearly could not walk on its own and the woman was struggling to hold it. The girl took her time, checked her cell phone, and then greeted the woman and checked her in. She then asked if there was any water close by for her dog and the girl stood in her same spot and told her that there were bowls around the corner that she could fill up. After watching the woman STRUGGLE carrying the dog in, she then left it up to herself to walk all the way over to the end of the building to fill up the water herself. With a 40 pound dog. WHO DOES THAT?!?!?! The people that work the front at Banfield are AWFUL and have no compassion or care for anyone but themselves or their cell phones. The only good thing that I can say that came from Banfield was Dr Lipparulo, he was great to us and my dog Puffin and made us feel at ease and taken care of.
After stopping at the Banfield Desk I stopped by the groomers to notify them of Puffin’s passing and left. When I got to the car I called the 800 number to cancel my pet insurance and notify them as well. So my question is, why were THREE different departments notified of My dog’s passing and I still get a phone call from someone from the pet grooming center to schedule an appointment??? Your employees have TERRIBLE customer service and have no clues about their patients. They will constantly leave follow up voicemails messing up my dog’s name and sex and even my name for that matter.
SOMETHING needs to be done!!! People pay a lot of money to ensure that their pets are well taken care of…we should feel safe and welcomed when coming to your locations and paying money for YOUR services.
As a pet owner, I will NEVER bring my animal to be groomed or cared for at a Petsmart location ever again and you can guarantee that I will spread my story and experiences with everyone I know who are also pet owners.
I am not looking for compensation or any sort of freebie, I just want recognition that my message was clear and I want to be promised that something will be done going forward. It is absolutely disgusting to be treated the way we have been treated by your employees lack of interest/ compassion.
After explaining my dog to Lindsey in the grooming dept at the wentzville mo store and telling her what i need, i was set for an appt. today. when i got there, they argued the breed of my dog. he is a border collie shepherd mix which they argued he was a bearded collie. that should have been my 1st red flag to run. 1 hour after dropping him off, i was told they could not groom him, he was too stressed, keep in mind…i have been a ring side and a professional groomer for 50 years, i have seen and worked with it ALL! i told them to simply chat with him as they worked with him and destress him, it’s not difficult to do. they refused and told me to come get my dog.
Great Customer Service…..NOT. Be warned, if you do not have a simpleton dog, do NOT go to petsmart grooming centers, they do not have professionals, let alone know the breeds of dogs. SCAREY!!
lita kimble says
Hi i have been goin to petsmart with my freind to get koi an goldfish ,I have had my pond for over 10 years an wanted more koi .my freind just started her so we got 2 koi a week for a month .she has lost most of hers .i also lost my new ones an now my ones i had for years, called corp. said to treat them .went to store in spotsylvania va where we got the fish to get meds but had to go somewhere else cause they argued about what corp said to use.my freind went to store an told them about her fish .they told her that no one has been losing fish . shes told them that i had lost fish an why is all your meds gone .makes me wonder.there fish was sick now out the money for the fish an losing my big koi ive had for years.they could careless.
Abq is hot in the summer, 90+ today, walking dogs on hot asphalt hurts their paws. I witnessed a woman leaving dragging her puppy across the hot parking lot and it was obviously burning it paws.I stepped in to ask the manager to please put up some sort of awareness notice for customers to understand the fact of the hot asphalt and the manager explained it was not his problem.
That puppy was not in the area to go to Smiths, Walmart, or GameStop, it was their for your store. A small note for public awareness will not harm anyone and could save a set of paws. Animal kindness is what you are all about right?
i need your help in how to handle this matter, i got turtle from petsmart in orange ct, hes name was earl, he had eye infection, i called petstmart, because he was under warranty, they told me i had no worry since i bring him back by the last day of the warranty, which i did in the next day, i asked them if i could bring him to petsmart close to my house and they told me no, because that was the store policy, so i drove all way to orange ct, so he could being seeing by exotic animal vet, that was in saturday monring, they told me to call back by wednesday, because since was weekend, they had to wait until monday morning to contact them, monday came and i called and i was told that earl was going to have a appointment on the coming friday, when friday came i called on the end of the day to find out how he was and i was told the he saw the exotic vet on the monday before, every person i spoke on that store gave dif store everytime, has being 1 1/2 moth now and dif stories everytime i call, hes getting better, but he needs to stay here longer, because of the meds for his eye, finally i called today again, and i was on hold on the phone for 25 min, when the girl told me she was trying to get hold of the pet care manager by name levear, which he wasnt at the store for the past two days because he was off, so she put me on hold again, and when she came back to the phone she asked me what i knew so far about the turtle (earl), so i told her, that i call all the time and im never able to speak with the pet care manager, and everytime i talk to someone, its dif story, so i was going to wait and hear from her, her story, thats when i was told that earl the turtle, died on sunday, and the pet care manager was goind to call me tomorrow, to let me know.
my next question was, so since the pet care manager its not around why the store manager didnt call me?
or someone from that department.
the answer was, that the store manager its not responsable for that department, and only the pet care manager does that.
dont u think that when u leave your love one, your pet at places like that, they should, be taking care the right way, and they should keep the owner knowing everything thats going on?
well i guess they dont see that way, and its sad to hear over the phone that :
oh, im sorry but your pet died two days ago
June 1, 2015
Dear Mr. Lenhardt:
I just have a few questions regarding PetSmart stores.
We recently rescued, through our local animal shelter, a dog. He had come to the shelter via another shelter in another state on a cruelty case…he had been left to starve to death. He was put up for adoption after going to a foster home, gaining the appropriate weight for his age. He’s three years old. He’s part retriever, part something else. He has been vet checked, appropriate shots, etc. He’s basically a good dog, knows some commands, and gets along with people. We have had him since March of this year. His only problem is his socialization skills with other dogs. When another dog is around and he can’t get to them he pulls on his leash and starts barking.
In early May, my husband and I were in PetSmart in Chambersburg, PA to purchase some things and an employee of the store asked if she could be of any help and we asked her about the obedience classes. We told her our dog’s story of what we know about him and told her what he was like around other dogs. She thought he would be a good candidate for the class that would start the following Saturday. So we enrolled him.
My question is this. Do the employees get a bonus for how many dogs they enroll in their classes? I think they must get a gold star or something if they enroll so many dogs in classes each week.
The reason I’m asking is the first week we are there we are given a pamphlet of how to teach your puppy. My dog is not a puppy. He’s 3 years old with a background of what nobody knows about. Why would you put a 50 pound, three year old dog in with three other puppies? They were scared to death of him as he would bark and try to get to them. I believe he wanted to play with them as he plays with our daughter’s lab when we visit and at his foster home we were told had 13 other dogs, but the instructor told us to keep a short leash on him cause they didn’t want any dog to get hurt.
So this brings me to my next question. How are the instructors trained? Do you have a standard procedure? We had an older gentleman the first two sessions who used a clicker to teach the dog commands. The third session we arrive to find the older gentleman is no longer there and the lady that signed us up for the classes is going to be the instructor, I think she’s the manager as well. She informed us she doesn’t use the clicker. Okay, let’s confuse all the dogs since we’ve been practicing with our dogs using the clicker. I personally don’t like the clicker but that seemed strange that the training wasn’t consistent. She had brought in a quiet young male employee and told us he was going to be helping out and would probably be the one to do our training after he got his two weeks training, which would mean our 6th and final session. Are your instructors certified to be trainers? Are you a certified instructor after two weeks of training and what does that two week training include? She informed us that our new instructor loves dogs (well, I love dogs too…doesn’t mean I’ll ever qualify to be a trainer)….to be quite frankly, he looked like he was pulled off the floor and put in the small cubicle training area with us and told “today is your lucky day….you’re going to be a trainer”. She didn’t say that but he acted like he wasn’t sure what was going on.
So this brings me up to our fourth and final session (even though we paid for six sessions). She was getting started with the session and asked the other owners if they were interested in further classes after they graduated from this class. She didn’t ask us or recommend anything (ahh, poor Louie, I guess this means you flunked out) and then she excused herself as she had to go talk to somebody as they were losing another employee or whatever. So that’s 10 minutes lost. Meanwhile, we’re trying our best to keep our dog from barking. She comes back and starts again and looks at me and said “why don’t you take your dog and walk around the store”. So my husband leaves the area and takes our dog to get more excited as there are more dogs in the store than in our class. In other words, get your dog out of here. She tells the other owners that our dog has had a different life and needs to be treated differently. So why did you have us sign up for this puppy class? If you don’t have the experience of handling a barking dog who wants to sniff and act like an idiot then why don’t you recommend something else. I guess I paid money to walk my dog around the store. Gee, I thought that was for free!!
I stayed in class to see if I could pick up any pointers and I hear our dog barking so I go in search for my husband and dog as I knew by the redness on my husband’s neck when he left the class that he was not a happy camper. I find them in an aisle, our dog going crazy with all the smells, and my husband and I look at each other and I said let’s just walk our dog out the door and never come back. So that’s what we did. I will NEVER set another foot in a PetSmart. You are a scam!! You just want the money and numbers to look good. You put a three year old dog that nobody knows for sure what kind of life he’s had, in a puppy class and expect him to act like a puppy. For shame!! I got more hints on facebook as to my dilemma than I did in the four sessions we attended at PetSmart. Sure, it might have been a good class if he would have been a puppy.
And, would you please tell someone in the Chambersburg store to clean where the dogs have their training sessions. The same pile of black dog fur has been in the same corner the four weeks we were there.
A former customer,
P.S. Our dog just came to me and laid his head on my lap and I leaned down and he kissed me. He knows he’s loved now and that’s all that matters. We will conquer his behavior without PetSmart.
patsy bailey says
hello to everyone, my name is patsy and my baby’s (dog’s)name is zulu, I would like everyone to no about my experience with pet Smart in jackson Tennessee on Sunday May the 17th, apt. Time 8:30am.groomers name brooke, her comment’s on zulu were, I got as much hair out of his ears that I could, might need to take him to the vet!!! First of all I made myself VERY CLEAR about what I wanted done to zulu, I told her my main priority was zulu ears, he is a poodle and has to have the hair pulled from ear conal’s, this is with all poodles. I am sooo very upset with this girl and pet Smart for miss leading me and telling me that they would do the job. Well they did not! Instead they shaved him and the ears and left the ear Conal still impacted with hair, absolutely none of the hair has been removed from the ear conal. Now it’s time to pay the bill, I got charged a total of $83.41, and didn’t even get what I took him there for. I feel like I have been played for a fool!!! I’ve been robbed. I’m sooo angry and they could care less. I am a good person and honest, I only want to be treated like I treat people. Well just wanted to let everyone no about our treatment and beware. Please let everyone you no to beware of this place and they have lost 6 customers from my friends and family. Good day to all, patsy bailey
Just for info on ear hair some dogs do not do well with ear hair being pulled and they try and bite or scream or jerk and wiggle around thats a safety hazard for your dog especially if it wiggles safety is important to a groomer groomers love dogs or they would not do what they do just imagine trying to.pull the hair of a small or big dogs ears while its snapping at you or jumping around just cause you are professional doesnt mean it can always happen. Ive watched this and have tried it on my own dog its hard. Havent you ever had a hard difficult day same as anyone else and dogs.
So if Doctor’s are having a bad day it is okay to mess up a patients orders or medication? Professionals should act as such and no, you are not allowed to have a bad day when you are caring for the family, or pet of another person, Period!
I recently applied at one of your stores.I had 1 interview with a mananger .During that time I was told about the job description and asked about the pay. I then asked if there was any chance for a raise. She said not really. She asked if I could come back in for another interview with some one else.So I had it scheduled for the next day. After thinking about the pay i was not sure if I took the job if I could make my budget. So I called the next day the day of my interview and just spoke to whoever answered the phone and said I needed to cancel the interview because of the pay. I was never told that this call would disqualify me from ever working at a petsmart for 6 months. One week later I called to say that I changed my mind about the job. I was told my application was already put in the no hire group and i would need to reapply. I feel that this policy is ridiculous. You mean to tell me I can not change my mind? It had only been 1 week! I am very upset by this policy. I really wanted to work there. Now I am banned. Ridiculous.
Nadine Berry says
I was visiting my daughter in San Diego and took her to PetSmart because she wanted to inquire about a job in the grooming dept. I have been grooming for about 40 years and she has pretty much grown up in a grooming shop.. although she isn’t a full fledged groomer she knows quite a lot and really just needs to learn some finishing…anyway we spoke with a man who is the assistant manager and sat with him in an interview and said he was VERY impressed with her, told her to submit her application on line then call him so he could lock her into his store…she did…she went in for her 2nd interview and he told her she just needed to come in for a drug test…she would start as a bather and they would send her to their grooming academy etc…she called on the day she was going in for her drug test and a woman manager answered and told her she didn’t pass the online application …that it was marked as unhierable … WTF!! That she could reapply in 6 months. What really gets me is that she is a very intelligent, well spoken, articulate and well groomed young lady. I don’t know how she failed an online application,but doesn’t make sense that she would pass the physical interview with flying colors…the face to face interview where her true self showed through…maybe this is why PetsMart has so many customer complaints regarding their grooming..as a grooming shop owner maybe I should say thank you for sending so many clients my way..as a matter of fact just last week a woman brought her dog to our shop DIRECTLY after picking it up from PetsMart to have us fix it…and it was a bath and brush, not even a haircut. PetsMart needs to clean house and rethink their hiring system and apparently their groomer training.
Tony Uczciwek says
On the 27th of April 2015 we had 2dogs groomed it petsmart at 2221 oakton ave in Evanston illinois we have had our dogs groomed there the last 7to 8 years never had a problem this time we do 1 dog was OK. The. Other is not someone in grooming hurt my dog as soon as he was put in the car he made a cry out. and he would not move till we got home he could hardly. walk WE told him to the vet. the next morning she gave him a shot and some pills tranulol ? And said to come back in a week, now on the 29th we see he is not barking like normal his voice is very horse and his neck hurts we call petsmart on the 29th to talk to the manager we got the a extent manager she said bring her a copy of what the vets bill we did she said she would send it to corporate. some one at your store hurt my dog and if you ask of course they say they didn’t ,eather. someone had his collar to give or he fell some knows. we have a call to the vet about his not barking.
Today at Pet Smart in Yorkville Il I witnesses a groomer grab a 10 lb dog by the neck while trying to groom her. when she saw me watching her she stopped. The little girl looked scared to death. I was so mad I was shaking. I complained to 2 employees one being a manager. I doubt anything will be done. My advice to EVERYONE is DO NOT TAKE YOUR DOG TO PET SMART FOR GROOMING OR TO SPEND TIME. if this is how they treat a dog when people can see them what the hell is going on behind the scene ?
Tony Wilk says
Walking through the mall I recently passed by a Build-a-Bear Workshop. Thinking to myself, “if people can create their own plush toys for their kids, why is there nothing available to create plush toys for their furr babies”. I think it would be a great idea to create a station within pet smart that would allow you to create a one of a kind/personalized stuffed toy for animal lovers best friends.
1. Select a skin
2. Stuffing station (stuff your toy)
3. Select a squeaker or noise actuated device
4. Close up/sew your new toy
And of course dogs would be welcome to join in the creation of their new favorite toy
Lucinda Montoya says
yes, I a major complaint on the grooming at the petsmart at the san diego rosecrans location on March 27th, 2015 & today March 30, 2015. Last Friday I had an appt. for my cat Harley May, to be groomed as I have always done for the past two years. Iv never ever had a problem. If fact the the groomer named Jen, told me my cat was the best well behaved kitty she has ever groomed. Unknowingly, Jen had left the rosecrans location very recently. There for, someone else groomed Harley. As I’m shopping in the store, I get a call from the groomer, telling me that my cat is really, really stressed out & pooping everywhere. I told the the groomer this is a first time ever that harley has acted like that. I didn’t know wtf was going on that my cat was so stressed out. So I bought some calming spray which was over $15.00! Id never had to buy a product like this until now. It was the only thing i could think of to maybe help. Dropped it off to the groomer & left. About 40 minutes later, the groomer called to say Harley was ready for pick up. When I arrived, the grooming manager said she didn’t know why i was told Harley was ready, because, Harley is really wet still & got my cat anyway to return to me. the grooming manager then said if i came back early next week, she personally would bath, groom, & dry her properly & it would be at no cost to me. I made an appointment, in which was today. The groomer calls me 25 minutes later, saying Harley again is really stressed out and hissing & also scratched the grooming manager so bad, that she had to be treated at the Banfield hospital next door! They said they have to stop & can no longer continue & finish Harleys grooming. I was really concerned of why this was happening with Harley. this is when i found out that the girl Jen, that had always groomed Harley no longer worked there anymore. Jen was always able to bath, clip her nails, & blowdry Harley with no problems in two years. so wtf is really going on?! My Poor little Harley went home for a second time almost soaked again! harley look like she had seen a ghost & was so stressed out & scared. I called the corporate office as soon as i got home and reported my complaint. Never going back to that location ever again!!
lmao, I really have to laugh at this RIDICULOUS post. Your only complain is a wet cat, how about the poor human beings that had to deal with a freaked out feline? do you even have an idea how dangerous is to deal with an angry/scared cat? clearly you do, otherwise you would GROOM YOUR CAT YOURSELF, but it’s more than obvious that you don’t want to deal with it (poor sweet little Harley, has an owner that doesn’t want to bathe or personally care for it so she dumps it in some strange place, full of barking dogs, away from home for strangers to deal with and then expects the cat NOT TO be stressed out of its mind). If poor little Harley is so sweet and easy going, why not do it yourself? This is laughable and that’s exactly what I’m doing right now. Unbelievable how entitled people think they are!
RECENTLY I HAVE SEEN PETSMART TV ADS FEATURING MIXED RACE COUPLES AND THEIR PETS AND I FIND THIS VERY INAPPROPRIATE FOR THE FOLLOWING REASON. CHILDREN BORN TO MIXED RACE COUPLES THAT PERHAPS IN THEIR FUTURE MIGHT NEED AN ORGAN TRANSPLANT HAVE A LESS THAN 1% CHANCE OF FINDING A DONOR SINCE THEIR DNA IS MIXED. SO PROMOTING MIXED RACE COUPLES ON YOUR TV ADS JUST TO SELL MORE PRODUCT IS SOMETHING PETSMART SHOULD BE ASHAMED OF DOING. IF YOU WANT PROMOTE PRODUCTS TO A PARTICULAR RACE THEN, FEATURE PEOPLE FROM THAT RACE IN YOUR ADS!!! TAKE DOWN THOSE ADS!!!! SHAME ON PETSMART!!!!
LOL Richard you’re an asshole. If only closed minds came with closed mouths…
Richard, you are an idiot.
Yes, Richard, you are an Idiot.
Laura Carr says
I have a small multipoo that has been going to the Ocala, Florida for quite some time for groomimg. I average spending about 95.00 per visit with food, toys, clothes,etc. I don’t understand the problem/s with this store running an efficient profitable salon, but there must be a solution. There have been a few miscommunications and misunderstandings, like my dog being booked on an express visit and still having nothing done after 2 1/2 hours. I had tried to book an appointment for over a week hoping to catch a cancellation and finally took one for tomorrow Saturday March 21, 2015 @ 7:00AM. I just got a call cancelling my appointment because the groomer is sick and no one can or will make time to do the grooming so my pet is out of luck. I will find another groomer but I really liked the results and my pet was as used to Petsmart as a pet can be when it comes to grooming.
Elexia Stanley says
To Whom It May Concern:
Here is a copy of the email that Ijust sent toall the major news channels in Las Vegas regarding your store.
My name is Elexia Stanly, and I want to bring this to your attention. I am a dog owner of a Pit Bull Mix named Blu, and am desperately afraid that PetSmart (located off of Rainbow/Lake Mead) will harm my dog. I enrolled my dog into the Hotel located on the premises on 03/01/2015. I advised the male associate at the time that my dog suffers from separation anxiety, and may not eat for a day or two. He assured me everything would be ok, and if he did not eat after the 2nd day, they would contact my emergency contact. They did this, and advised my mom they would move my dog to a “quieter” location and possibly feed him wet food. IF this did not help, they would call her back and review other options. They did not call her back, so everything seemed ok.
I called to check on him today, and was thoroughly disgusted with how I was treated. The store manager of the dog hotel (Scott Loyd) preceded to tell me how my dog would not eat the food I had brought (food that he routinely eats everyday), and was “stressed”. He then advised me that the only food he would eat was the Peanut Butter and Wet Food they gave him. Well, if you spoil a dog, OF COURSE they will only eat what they want. I asked the store manager not to give him that type of food, because he would continue to behave in that manner. He then began to berate me.I advised him that I would not allow him to continue to feed my dog things and that I was no longer comfortable with the situation. I asked for the District Manager’s information but was refused. I then disconnected the call (please keep in mind I am currently in Paris, France), and attempted to speak with the overall Store Manager in an effort to get this situation resolved. This was the probably the worst mistake I’ve made since signing my dog up there, because the Store Manager (Eric) states ” Well, you are not here now with your dog so for all you know he could die. If a pet dies in our care…….”. I immediately burst into tears, hearing this. How can a dog who was healthy and happy on Sunday suddenly not eat, be stressed,and could possibly have other underlying issues. I am frantically trying to get this resolved, but as I am out of country it will be difficult. I am contacting you, because I know I am not the only owner facing this kind of dilemma, and no matter my outcome the pet owners of Las Vegas should be aware!
Joseph Murray says
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!!!
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 says
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 says
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 says
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 says
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.
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 says
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 says
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 says
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 says
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 says
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.
WAITING TO SEE WHAT YOU WHO ARE RESPONSIBLE WILL DO ABOUT THIS SITUATION!!!!
maria munson says
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..
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 says
YOUR STORE TEAM KILLED ALL OF MY BLOOD PARROT FISH . ALL 10 OF THEM .THEY SOLD ME BAD FISH AND BAD PRIME.NOW WHAT ARE U GOING TO DO REPLACE THEM? THEY WHERE PALM SIZE AND THE SIZE OF YOUR HAND I AM VERY,VERY UPSET WITH THIS STORE YOUR.WHITE OAK IN HENRICO VA DO SOMETHING SO THEY DO NOT KILL AGAIN .THESE IS BAD VERY BAD I NEED MY FISH BACK.I AM SAD I COULD NOT SLEEP LAST NIGHT FOR FEARING THE WORST FOR MY FISH I CAN NOT BELEAVE THIS HAS HAPPEND WHAT NOW?
Laurence Langen says
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 says
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.
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 says
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 1618223XXXXx or 1618980XXXXx. I would appreciate this being kept confidential.
Marlene Riccardo says
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 says
I thought maybe you would like to see my original complaint!
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.
Janet waters says
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 says
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.
Did you EVER get a response, Janet Waters?
Merlin House says
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,
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.
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 says
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 says
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 cirXXXXstance 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.
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.
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. says
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.
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 me.to.buy what.she wanted me to buy for my 50 gallon tank that has no fish in.it. 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 when.i.complained.to.who.i.was.told wad the manager who was smoking.outside when i walked up. He just.laughed it.off and offered no help. Wont be going back again. I refuse to be belittled and treated like crap.over simply buying a fish.
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.
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.
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 says
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 says
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 says
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.
GOD BLESS YOU.
Monique Alderman says
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.
GOD BLESS YOU.
Dorothy Price says
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.
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 says
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 says
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 says
Petsmart does not care about the employees moving on was the best thing you could do.
Jenny S says
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.
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.
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.
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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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.
so here was my response:
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
— Original Message —
Received: 6/14/14 9:29:12 PM CDT
To: PetSmart Customer Care
Subject: Re: Customer Service Contact Us Form Submission
From: PetSmart Customer Care
Sent: Friday, June 13, 2014 9:47 PM
Subject: RE: Customer Service Contact Us Form Submission <>
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
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 says
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 says
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 says
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 says
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 says
Thank You I miss all of my cust and the pets I took care of. I will be back grooming soon
Kristi Sarch says
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 says
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 says
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 says
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 says
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 says
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 says
Is it so hard for Petsmart to admit they were wrong in this one
Shirley Washington says
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.
I was at the Hagerstown, MD location about 7:30 this evening when I saw a child about 15 years old with a cat toy stick flipping over a water bowl in the cat room I advised one of the staff and they went in and asked him if he did it. OF COURSE HE SAID NO!!!! She left the room and left him in it. I then went for another staff and got her name, Crystal, I told her after the first person left I saw him tormenting the cats with that same stick. She went in and said something to him and she walked out and let him there!!!!!!!!!! I asked for a manager and her response was we’d take care of it. I walked away in frustration and a few minutes later after I picked up my merchandise I saw that child with his mother as I was walking towards the register to pay for my items. I just walked up when Crystal was turned around talking to the boys mother and they were talking about me. Crystal talked about me in a very annoyed tone!!!!!!!!!!!! I didn’t want to make a scene so I paid for my merchandise and left. I am so upset with this store/company. Not only did they refused to get me a manager they let the boy in the room alone despite my complaints when no one under 18 is to be in that room alone!!!!!!!!!!!!!!! I called and talked to Nichole the manager later that evening and I had to ask her to speak to her staff regarding their response to this issue. She made no effort to offer that and I don’t believe she will do anything!!!!!!!!! That seems to be their normal behavior!!!!!!!!!!! I will never shop at PetSmart EVER AGAIN111111111111111111
Larisa Konovalyuk says
Dear founder of amazing store..I dont know where to start…as a customer I was banned from the store today by superviser Maria, San Mateo, Hillsdale store, California…I am heart broken. ..being customer and volunteer since 2008….I am on Facebook, open to the public page…you are welcome to check my post today about this metter….here is a coy of my on short story what happened….I cant copy here ccomment, check my Facebook. ..sincerely, long time customer. …my phone is 650921XXXXX…..thank you
Matthew Thomas says
On Saturday May 10, I went to the local Petsmart to return a pet fountain that wasn’t working right, with a receipt and was denied the original form of payment because they only honor the original tender within the first 60 days. So I was offered a store credit, I obviously refused a store credit, I deserve my hard earned money back. The manager Pete was wearing a sweatshirt, nice professional attire. I called corporate and Pete called me back 5 days later to tell me he can only offer me a store credit. So that was pointless. My only choice at this point is to file a small claims lawsuit. I’ll gladly spend $1000, to get my money back, it’s the principle. In addition I will never spend my money at Petsmart again.
I took my Yorkie to pet smart on 3413 Virginia Beach Blvd
Virginia Beach, VA on the 19th of May 2014 to get groom, like around 5:30 PM cause he’s appointment is at 6:00 PM, I specifically told the groomer NOT to cut my my puppies hair short!!! like around 8:00 PM i received a call from the groomers and I was told that there has been an incident, she accidentally cut my Tj (my puppy) neck but she has taken him to Banfield to get it check and that she not gonna charge me for the service and that he should be fine, when i pick him up, I was so upset that she have shave my puppies hair and cut his neck with a clippers, and her response was he’s so cute he look like a Deer, I was so insulted by it but i still kept myself cool, at that point i just wanna get out of that store before i raise hell!!!! I don’t care about her not charging me, my point was she totally messed up my puppy, and I don’t think she’s fit for the job…Never again i would take my puppy to this store….It’s horrible!!!
To Whom it May Concern
I made an appointment for 3 of my pups to be groomed .. 2 bathed and combed, one bathed and clipped. I was running behind and arrived just a few minutes lates – which I understand they may not be able to take care of all my dogs but to tell me to reschedule. The gal that was going to check me in rolling her eyes at me. I have one pup that gets car sick even going around the block so driving across town is not a joy ride for him. You need to screen your groomers as this is the 3rd or 4th time this has happened to me and it is the first time in 10 years that I returned to the store for grooming and treated the same way by different groomers. This is not customer service and with the groomer’s attitude, I would not dare leave my dogs with her or anyone in your facility. I am tired of PetSmart clerks with attitudes and I know that the customer is not always right, but rolling of eyes is just as bad as telling a customer off. I have also posted this on facebook. I hope that you change a few policies so that groomers are friendlier to those who pay their wages and that is us the customer because without us, they would not be needed. ~~a VERY irrate almost customer
I dropped my 4yo Maltese Dog to get groomed at PetSmart Store #1487 at 2:30pm for a 3:00pm appointment. At 4:23 I received a call from Manager, Madeline saying there had been an incident. The groomer clipped him on his back and they had taken him to Banfield Hospital #1487 right next door. She said they put glue on the injury because it was a superficial laceration. When I got there she changed the story and said that they put 3 staples in to keep the wound closed. And they injury was not on his back but on his stifle or knee. Why would staples be required if it was just superficial? After seeing the mutilation I called the police to have a report made. The vet at Banfield who treated him did not speak to me at all as she went home for the day. She did not prescribe any medication for pain or antibiotics. My half groomed and injured dog has to wear a cone for 2 weeks until the staples can be removed.
Nancy Wallace says
This has got to be one of the most disgusting bathrooms i have ever seen. As soon as i opened the door i was hit with an overwhelming smell of BO and human excrements. I went into the stall and saw that toilet paper holder was ripped off the wall. Luckily, there was still toilet paper. I saw flies that were smashed on the wall. Someone else walked in and used the stall beside and imeediately started going farting and going #2. She was wearing khakis so i canonly assume it was an employee. I tried to leave as fast i could when i finished washing my hands, but found myself fighting with the paper towel ddispenser. I shop here occasionally with my dog, next time i come, i will he holding it in.
Nancy Wallace says
Sorry, this was the location in Crestwood, IL.
Are employees not allowed to have to go #2? Or should they hold it in for a 8 hour shift…?
I’ve never had any problem with Pet Smart. The only thing I could probably suggest is a bigger selection of Halters for large Dogs. The one In my hometown only has red and black every time I go there.
Lynn McCarthy says
I took my 3 chichiaua mix dogs to the Petsmart in Orchard Park, NY for a 6 day/nite stay. I went in to the PetsHotel several days prior to drop off all the paperwork and go over the feeding and medication instructions. Pete (10.5 lbs) was to be fed 1/3 cup at each feeding (2x per day) and George (7.5 lbs) and Emma (8.0 lbs) were to be fed 1 Tablespoon at each feeding. The girl even questioned the amount and told her it was correct. I also had the busy bundle with the kong and the treat each day. I did that so they had a little more interaction with people. Pete was to get his medication at the dinner feeding – all they had to do was put it in his food. I also asked for a bath for each on the day of pickup. Upon arrival on April 12th for drop off, it was as if I had never come in and given any instructions. I had to go over everything again. This time there were 2 girls doing the checkin. It seemed that everything was in order. On Saturday the 19th, my husband and I went to pick them up. When they brought my dogs out, I was mortified. George and Emma were huge. I asked what happened? The girl went thru the notes and stated that all 3 were fed 1/3 cup at each feeding. I let them know that this amount was incorrect and asked why no one noticed that they were gaining weight. NO ANSWER! They also were not given a bath. After paying over $800.00 for their stay, I took them home. George and Emma were so overweight they were panting just walking around. When I weighed them, George weighed 10.0 lbs – he gained 2.5 lbs in 6 days – 33% of his body weight. Emma weighed 11.0 lbs – she gained 3.0 lbs – also 33% of her body weight. Obviously I had to put them on a “diet”. On Monday, when I called the store manager, he said he would look into it and I would get a return call within a couple days. An hour later, the hotel manager called. I again went thru the whole story. She said she had talked to the girls and they told her I approved the 1/3 cup for all 3 dogs. Obviously, they are trying to cover their ***. Instead of addressing the issue of her incompetent staff, she said the reason they gained weight was the bizzy bundle! I then told her they also did not receive a bath. She stated I didn’t ask for it and besides, George has long hair and wasn’t eligible for a bath. First time I heard that! When I asked her what she was going to do to make this right she replied “We took care of your dogs and I am doing everything I can for you”. When I asked what she was doing for me, she replied “I called you back”! It is very apparent that all the staff is incompetent and should not be taking care of animals. Now, ALL 3 of them have trachial bronchitis – and according to the vet, they got it from the kennel. So obviously, there was a dog in there with kennel cough! I can’t imagine what would have happened if I had left them there longer! I would appreciate a response from someone from the corporate office since I am unable to get thru via the phone. This was an awful experience and my dogs are still not their normal self.
Kristi M says
I purchased a 5 month Veiled Chameleon from PetSmart in Mantua, NJ on Christmas Eve 2013. They seemed like they new about their care and I thought I received sufficient care info. Low and behold, I did not and didn’t find out until it’s too late. They had me purchase $300 worth of stuff for it’s environment that I learned is all wrong. I then had to go out and spend an additional $250 on the right stuff. Wait, it gets better. After I fell in love with my son’d cham, my husband went back and bought me it’s replacement for Valentine’s Day prior to learning about it’s correct environment…another $300 wasted and $250 spent on the correct stuff. The first chameleon started to get lethargic, stopped eating, just layed at the bottom of the cage. This is when I started to research this unique and very delicate animal. I learned that everything PetSmart told me was WRONG. I could go on and on, but will cut to the “abuse” these animals are getting. Chameleons have to have a UVB light in order to absorb calcium and need a daily calcium supplement as they do not make it on their own. They will die a horrible and slow death without it. So here’s the kicker. They DO NOT have their cham’s under a UVB light AT ALL!! Nor do they offer them a calcium supplement AT ALL! So, after the first Chameleon being in their store for 5 months with no calcium, I purchased a dying animal. Of course you cannot look at an animal and see, “Oh wow, this animal is calcium deficient and dying.” No, you find out after spending $1,400 on Vet bills trying to save it’s life!! She had xrays and we found out she suffered 2 fractured legs from having no calcium. These fractures are old and healed which means they happened at the store! I have to force feed this poor girl daily with supplements, give her a shot of antibiotics, and force liquid calcium. I have to take her to the vet every few days to get a shot of vitamins. She is still dying. She has not ate in 3 weeks, is not passing stool or urine, and her bones are so soft she cannot move. So my 2nd chameleon was doing ok. After I learned of all this info, I took him (Petey) to the vet last night with Karma. While she got her shot, Petey was xrayed, low and behold 2 fractures in his right leg and 1 in his left!! OLD AND HEALED! It happened at Pet Smart or from their supplier!! He was not getting the correct treatment in the store eother. I went to PetSmart to advise them of all this and how their cham’s are not being taken care of and being set up to die, slowly. Their response (get this!!), “we know, we have contacted corporate several times regarding the UVB lights and care and cannot get them to make the changes.” WHAT?!! WHAT?!!! They are aware of this and are doing nothing. Now people like me are buying these sick animals. What happens with people who do not look into thier care like I did to learn or have the money to take them to the vet, they are dying, horribly!! They should not be able to sell these fragile animals in their store! They require an immense amount of care and I cannot express how fragile they are. I am sickened by all of this and more importantly feel terribly for these animals! They will not reimburse me for anything as there is only a 2 week guarantee, but like I said this is a slow process and no symptoms until it’s too late. They are suffering horribly from Metabolic Bone DIsease!!!!
I had just gotten back from the petsmart in farmingdale, ny location where I had dropped off my 7 month golden retriever puppy to getting a call a few hrs into the daycare to hear that my puppy was bit by another dog. These dogs are not assessed, they have young kids working there who are not experienced or trained properly. My dogs ear was bit pretty bad which required stitches. I do not recommend petsmart for daycare etc. I do understand things happen but I was told as soon as the new dog came into the playroom he attacked my dog….who was watching the dogs and assessing the behavior.
My sister works for petsmart and they work her non stop she worked most of the day today and is on her way back in to work till 5 am she’s constantly tired and sick all the time it’s ridiculous. Not only does it sound like the service isn’t the best working for them isn’t good either. I wouldn’t recommend them for anything they are an awful company.
I will no longer be going into the Petsmart in Martinsburg WVA It’s sad because I had rescued my fur baby years ago and she only connects with a few people. She really connected with a groomer at this Petsmart. But when you get on Facebook and see the employees trash talking me on there it really hurt me. Also word of mouth is a powerful thing so if this does not stop I will get all my family members and friends to go else where I know alot of people I know go to that Pet Smart. Trashing someone on FB. How in mature. I also volunteer at two shelters I help with adoptions. They to will be aware of this.? You need to address this issue so it does not happen again. Please.
I would like someone from the corporate office to contact me asap! I have tried the 623-580-6100/888-839-9638/800-738-1385 with no answers; one person just tells me to call the other numbers I have tried. I am filing a formal complaint w/ Pet Smart grooming. My golden retriever attended the grooming salon. I received a call telling me I had to contact a manager to pick my dog up for he was left in a kennel and the salon was closed. Rushing straight over to pick up my dog, with whom I never leave w/ anyone, I found he had 3 split toenail, split in half, on his left paw. My dog didn’t walk out but limped out. I tried talking to the manage, Jack, in Aberdeen, NC who was extremely rude. He said he would check into it and give me a call. I never heard from him. My dog was brought there in good health and left there with a torn rotary cup and torn ligaments in his left shoulder. Benfield, a private second opinion, and now an NC State vet ortho surgeon has all verified the same findings. I WANT ANSWERS! I want an address to send his records to, a name to sign for my written complaint, and I expect a timely manner in which you contact me. We have the x-rays, MRI’s and medical records. I am not playing around and this is a very serious situation. My dog is now lame and is facing surgery….I want to know what happened, why it wasn’t reported, why the manager never contacted me back, and I want my dog fixed to the best that he can be. He is my therapy dog. I am furious and I have already contacted my lawyers who have the same records I want to send to you.
I will never bring my Pomeranian to Petsmart on 1960 at 45 in Houston Texas they give you an appointment and just stick in the back and tell you it will take 4 hours get cut their hair but all it took 30 minutes they tried to tell me it took 2&a half hours to take the dog a bath and dry I just don’t like to be lied to they are just all around rude in the grooming department
I suggest people do not bring there pet to be groomed at PetSmart. I left my 2 year old perfectly healthy (just went to vet 2 days earlier for check-up) Golden Retriever in the hands of a groomer in Coon Rapids, Minnesota. Half hour after dropping him off I get a call stating he growled at another dog and stiffened up and died. If people know Goldens they are the most timid scary cat dogs but the most loyal. My dog would have never ever growled at another dog or even barked. He would scowl behind you if another dog was present. The groomer kept on changing her story. I asked for a video. The store DOES NOT have video of the groomers section, so your dog is in there hands and you DO NOT know how or what is happening to your dog. The store manager is cooperating. he is nice but the groomers are hiding something and the Bansfield Vet next door tried to resuscitate him. and told me she took his blood and couldn’t find anything. Next story he had elevated liver. They all have different stories they keep changing. All I want is answers and they will come.
Sandra Kassabian says
I’d like to know where your XXXXatiels are bred in Texas and if it is a closed facility? It would be wise to answer some of your posts but then you are a corporation and sell products made in China. That alone should indicate what your level of commitment to companion animal safety is (non-existent).
Since I cannot email Corporate, I’ll email you. I work in the Altamonte Springs, FL location, and the restrooms are beyond filthy – they are UNHEALTHY. Feces and urine on the floor and on the commodes themselves, always running out of paper product, feminine hygiene boxes overflowing for WEEKS with the same, soiled and smelling tampons and other product. We take such pride in every other area of the store, but the bathrooms scream, “I don’t care enough about you to give you a clean area.” Most people use one of the restrooms at a local market – but that only means that CUSTOMERS are using the restrooms and how many times can they complain? The restrooms need a thorough cleaning before someone calls the health department.
On April 3rd I had my XXXXXzu groomed there….great service but when we were done we went out to the service desk to ask for assistance in dog food for my pup….No one never came..the young lady called and called for someone to come out and assist me no one never showed therefore I decided to leave and take my business elsewhere…
Doris Stambaugh says
My concern is Parvo. I recently got a new pet and was taking him to the Banfield Hospital which is in PetSmart. When I got there I was told that I had to wait for them to clean a room before I could go in, they just had a dog diagnosed with Parvo. The receptionist came out once the room was cleaned (which consists of wiping the table off) and told me the vet would be with me soon but thankfully the vet had some common sense and sent a tech in to tell me that I could reschedule my appointment because she did not feel comfortable coming in with my 12 week old puppy after just treating the Parvo dog. The tech said he could do the exam or we could reschedule and proceeded to put his hands on my dog. I stopped him and asked that he wash his hands and instead of washing them, he said I just washed them. I picked up my dog and told him I would call and reschedule. My complaint is there was no sign put up anywhere stating that there was a dog in PetSmart that had this dangerous infection and that this dog had walked around in the store and still no precautions had been taken. Dogs were still coming into PetSmart as I was leaving. I waited until the next morning and called Banfied to reschedule my appointment and as I was doing this I asked if Petsmart had called in a cleaning crew to clean the store after the Parvo dog. I was told no they don’t do that but they did clean the waiting rooms. So I am still concerned about taking my pet to Banfield since it has not had any vaccinations. But it seems as though I am the only one concerned. In case you are not familiar with this Virus here is the definition. Canine parvovirus type 2 is a contagious virus mainly affecting dogs. The disease is highly contagious and is spread from dog to dog by direct or indirect contact with their feces. It can be especially severe in puppies that are not protected by maternal antibodies or vaccination. Treatment often involves veterinary hospitalization. This means a dog or puppy can walk in the feces, lick there paw and contact his virus themselves. Is there a procedure in place at PetSmart or Banfield for Infectiousness Viruses??? I don’t understand the money we as pet owners spend each day, month, year cannot ever be enough to get people, companies to think of our pets as our kids and we want to take every precaution to protect them. Please justify this to me.
Concern from my customer who is wanting this store and it’s salon manager investigated …
Im very unhappy with the salon and there so called manager Renee, for a manager who is suppose to be professional, this manager is lacking in every bit of the word! She called my husband “hun” then she proceeded to roll her eyes and talk in a sarcastic tone, Ive had several friend take there dog here and Im putting a stop to it as long as that lady is manager! Im getting a company involved to investigate this salon and it’s practices and we stood and watched several times while this manager was taking her hands off the dog she had on the table to “play” plus she was being very rough with a puppy that she roughly took to the back through a swinging door..what was she doing to this dog? hurting him!?? I was told he was hurting my dog when he was on the table, my friend was watching while we took my grandson to eat, brushing hard, no wonder he was stressing out to have someone like that touching him! As far as Im concerned she needs to be fired because there is no professionalism at all in her body to be in her position! I will not rest and I will have this company contact you until this is resolved or she is removed.
My company has received this complaint and had been hired to investigate the following:
I’m writing in regards to your store 1505 in Fredericksburg Virginia, and there new salon manager Renee who is a complete joke as far as managers can go, she has no training on talking with customers whatso ever, her in professionalism lacks and cling people hun or sweety is profound to say the least but when a problem arrises her other employees are more trained to deal with people than she is. I happen to be in the salon and over heard a conversation where she was putting someone down who I believed to work there. Why would a manager in That position be having a conversation with other employees! Ludacris! Then to be rude to me about my day in a very sarcastic way! Making it a campaign 1 to never have anyone bring there dog to that salon 2. She needs to be removed from that position and put back through schooling. I hope you can help me look into getting this taken care of!
Customers who is concerned and upset has been keep annoymous.
Emir Serrano says
My complaint is, I have purchased two ginue pigs and both have died within weeks of purchase. I can honestly say its not owner error, we’ve had other small pets and not once have they died under our care. I extremely upset that my daughter had to experience this, not once but twice. I also read online the your level of care for these type of pets are not adequate. Your goal should be to provide costumers with healthy pets that live more than a couple of weeks.
Deana Ball says
I have been been a groomer (master) for close to 30 yrs.My father became ill and I had to close my bus.hense taking my tiny toy poodle (Bumper) to PetSmart.I had a lady groom him a couple times and she did a good job(KIM) Kim was not able to groom him 1-25-14 and was asked if it would be ok for another groomer to groom him.I then asked her if she knew how to do a poodle clip,nothing major(kennel clip,clean face,feet and tail) She stated she was the manager and she could do this clip.
My little dog now is ruined! She ripped all his ear hair out which hasnt and will never regrow.I am not referring to plucking his ears on the inside,but his long pretty ears on the outside,I can only imagine the pain he went through:( His ears even stand up now,well one and the other at a 45 degree angle (which I have never seen in all my years of practice!) I asked her what the …..happened and she stated “she was off her game that day” Can you beleive that one?
I have spoken to the manager which said well…we have a satisfaction guarantee so we will groom him again for free or refund your money! REALLY????? No THX! I am now in the process of going to small claims crt.and was wondering if anyone has been through this?
I do have before and after pics.It is unreal.
PLEASE DONT TAKE YOUR BABIES HERE! I am will to share any info to save another pet from this torture.
I have concerns over the way an office manager at Petsmart in Jefferson City, Mo. is speaking to the groomers in their salon. The groomers are great but this Annette, office manager should really be spoken too. I overheard her tell another manager in the store that a groomed that had just gotten bit by a dog and was bleeding did not need to go see a Dr for the bite. Bad when a customer overhears this stuff. That Annette’s attitude stinks and they r losing groomers left and right and now both their salon manager and store manager have quit. Safety is a concern in the grooming salon as Annette (office manager) is booking dogs to groom and not following safety guidelines. I am also a professional groomed and hear and see all this when I am in there. Their groomers are going without breaks which is against the law and poses a risk to both groomer and dog when the groomer gets no breaks, especially if a dog has bad behavior and grooming time is lengthy and difficult. Corporate really needs to help the store out.
Dianne DiLuzio says
Pet Smart is a great store. I feel the grooming department has to be open every day, sometimes there is no one there to give a bath and you have to wait til evening to get groomed. I asked if they could cut one inch off my puppy as the weather is very cold. They said no because there clipper head is one inch from the body. This store sells clippers for dogs, why cant they go on the floor to get the c lippers you sell and use the different heads?
I’ve been working for Reno Petsmart and it’s horrible! We go through associates like crazy! All the managers are thieves or low life druggies. I’m completely frustrated with my work environment and don’t know what to do, but I love my job. Our manger Matt gives his cell number out to customers and he’s married! Plus the rumors going around the store about him with under age girls and about him doing inappropriate things with associates and people he interviews is disgusting. I also don’t appreciate having to work off the clock to get all my work done. I understand hours are tight, but associates shouldn’t lose out on pay for work that has been done.
I’ve been working for Reno Petsmart and it’s horrible! We go through associates like crazy! All the managers are thieves or low life druggies. I’m completely frustrated with my work environment and don’t know what to do, but I love my job. Our manger Matt gives his cell number out to customers and he’s married! Plus the rumors going around the store about him with under age girls and about him doing inappropriate things with associates and people he interviews is disgusting. I also don’t appreciate having to work off the clock to get all my work done. I understand hours are tight, but associates shouldn’t lose out on pay for work that has been done.
I am reading many terrible things and that’s very unfortunate. I have had nothing but great experiences at the petsmart in my town.
Hi I traveled out of my area to go to pet smart I was in search of fish. I have a 200 gal tank and was looking to fill it. It was approx. 5 pm. I chose to visit the Visalia store where there was the fish I wanted and they were on sale. When I arrived I was greeted at the fish department by two very nice helpful girls. We picked out 15 fish and I was told the sale was as I thought bye 3 get 1 free. My family and I continued to shop adding fish food, cleaning items, and décor. I than asked the girls at the fish department to make sure the person at the register understood the buy one get one free. She pleasantly said sure. She began to tell the gal at the register and was cut of with her rude attitude and rolling of eyes saying “ya I know I know the computer will do it.” I thought that was rude but stayed out of it. The gal rang up our fish and I stopped her asking to see the discount she said she could not show it till the end of ringing us up. I said ok. Now we are done ringing up and the fish discount was incorrect. We were purchasing 15 fish at 1.00 sale price and get 5 free all 20 fish were 1.00 each. clearly our amount for the fish would of been 15.00 plus tax. The cashier began to tell me the computer was correct 31.00.over and over stating it was correct. I said 31.00 was incorrect. I insisted on a break down and she began to roll her eyes and again insisted the computer was correct. At this time I am overwhelmed and said I don’t give a dam what the computer is saying its not correct and I want it explained. Please get me a manager I said. Just than the manager named Richard arrived saying he over heard and there isn’t much more he can do and how much more does she need to explain too me. WoW I said. I simply asked for a breakdown and I know 15 fish at 1.00 equals 15.00 and I would receive 5 free. I seen the tax of 2.41 or so and so i was not understanding how the fish alone came to 31.00 in some change. At this time the manager Richard says I’m protecting my employee and we were causing hassle. I said I just want it explained. He repeated how much more do you want, the computer figured it. I than said I don’t want these fish nor do I want any of the other items. We walked out so angry and unresolved. I was shut out and cut off. I sat in my car too cool off I was so incredibly shocked of the employees attitudes. After cooling down I called and spoke with Richard the manager over the phone. I again reiterated our situation and how we really want to purchase from the store. I said you no someone should of sat down with us and showed us or proved too my family of the sale price and amount. Richard cut me off and said “Sir I again will not explain too you. Which he never did anyway. I said you should have more concern for the costumers for we are the ones who will bring you repeated business. I said I owned a business and the customer is always right. He than said I cussed at his employee. I said no I didn’t that the dam computer said it was incorrect. He insisted I cussed at her and shut me out and said He still protects his employee and the customer is not always right and just because you buy something from this store doesn’t mean we have to kiss your ass. He than hung up on me. I clearly seen then this was way out of my hands to resolve and that this most definitely should be brought to the attention of corporate. I will never again go to this store in tell this Richard is gone and the gal on the register is gone. I’m appalled by the attitude of your employees at this store. I was shut up and shut out. Please do something about your employees and Manager at this Visalia CA store it is unexceptionable behavior.
I go to the petsmart near the chandler mall area today to buy some fish and a crab. The employee tells me she doesn’t feel comfortable selling me the 50 cent fish, but she is fine selling the 15 cent fish because they are going to be fed to a reptile. If you are not going to sell fish because they are food why have fish for food? Is one’s life more valuable? Apparently it is 35 cents more valuable. I am going back tomorrow to get “pet” fish and I am also picking up a few “pet” RATS, not feeders for my boa constrictors. F*** YOU PETSMART, a**holes!
Pamela Shapiro says
I take my dog, Peaches, to doggy day camp at the FreshPond facility almost every weekday. The staff is really wonderful at this location and I have no problem with the store, which is kept very clean, much cleaner than the one that I visited in Medford, MA.
I have a BIG issue with PetPerks. Despite speaking with several different people show say that they have fixed the problem, I am constantly having problems with my account. Currently, my telephone number is not recognized when I go to pick up my dog. I have had problems getting my coupons for doggy day camp. My dogs birthday has come and gone, and I never received a coupon, as promised, for a doggy treat for her. Why have this program if you are not going to honor it?!!!. I understand that it is handled by a third party. Perhaps you should go with a third party that has their act together? From what I hear, several customers experience problems with their PetPerks account. This is really hurting the reputation of your company.
Went to purchase items for 4 animals today from the NM location on Coors and a male worker named Tim was so rude we took our business to Petco. Sad to get such poor service.
been waiting for management to get back to me for over 2 weeks no reply
Katy L says
I bought a dumbo rat at the pet smart on Sauncy Road in Amarillo. This rat is the sweetest, smartest, tamest, nicest, most people friendly rat ever. I am highly pleased with whatever vendor that pet smart got this rat from. It was trained and handled by someone who really cared and even loved this rat. Yes, people do not like rats a whole lot, but who ever PetSmart is getting their rats from is the best rat breeder ever. I have tried to find a place to put a review on the petsmart page for “small animals” but cannot find the place to review the actual animals. Please convey to your Amarillo Store that they are doing a great job. Thank you for the amazing rattie!
Gennesis Coronado says
I went to this store to buy some fish for my kids as a gift for doing so well in school. I asked one of the associates for help and they instantly gave me attitude followed by heavy breathing. I was shocked as to all I asked for was a simple question about the glow fishes and how I thought they looked nice with the purple/blue lights they had one. The name of this person was Ashley this person had visible tattoos and her attitude was ridiculous towards customers. I immediately left, and went to a different location. This store ( dysart road) has lost a long time customer. Gen.
Ekaterina Reier says
Watch all of you people in PETSMART headquarters what goes into making the furry toys you sell. Way to go, Petsmart! I will be damned if I ever shop there again until you stop selling fur items! Not that I expect your CEO to care! http://www.youtube.com/watch?v=sasmdYzinp8
Ekaterina Reier says
Today I realized with horror that the cat toys I bought at your store are NOT faux fur, but real. And from China no less. Aren’t you people aware of what the fur trade is like in Asia and what animals have to endure to make those toys? What kind of suffering comes with furry items. Have you not heard of animals bludgeoned, strangled, and SKINNED ALIVE????!!!! Worst of all, it is stray dogs and cats that are captured and killed for fur. So HOW DARE YOU, PETSmart, sell fur kitty toys made out of most likely another kitty, who dies a horrific death!!!!!!! PetSmart must stop immediately! I cannot believe that clothing retailers are stopping to use fur for that reason while pet stores apparently have no problem with it!
Unbelievable! The rabbit rescue I volunteer with has had a relationship with Petsmart Corporate for 10 years. Recently, the corporate office got a new adoption coordinator who sent out a memo to all the stores stating that only cats can be part of their 24/7 adoption center. The bunnies can no longer be included. To add insult to injury, this person then sent a list, to our rescue founder, of all the area shelters that the rabbits could be dumped at if she couldn’t remove them from the store by the deadline. I find it appalling that a person who works as an adoption coordinator of all things would even suggest that a rescue organization would ever consider this option. It clearly indicates a lack of empathy, compassion and any knowledge of what animal rescue and adoption is all about. I’m thoroughly disgusted and will not bother giving Petsmart my business ever again. I am telling everyone I know to do the same. Please share with other animal lovers. – Petco here I come!
I won’t be shopping here either!!!! I’m having problems with the PetSmart in Boca Raton on State Rd 7. I was told by their employee that a dog collar that was on my dog was “inappropriate” which I bought from Petsmart. She didn’t remember that her company sold this collar to me. I therefore went to the store mgr, Joe and he voiced that it was appropriate but thought that it was funny. Who is telling the truth? I don’t think that it’s very funny because the employee said that this collar was the reason that another dog was attacking my dog’s neck by jerking on the Petsmart collar. I will be going to a reputable competitor from now on.
Diana Robinson says
Just wanted to say I was hired as a salon
Manager at one of your stores in Dec 2013.. The first 2 weeks was training it took me a month to get hired . My point being is I was so mistreated by store managers they never worked with me as far as the grooming dept goes their we’re a few girls in the dept which were groomers .
The other girl were treated as bad as I was. First off they would not give any dogs
To me or the others.i would go to work
And have one dog but they had plenty I asked them as a manager
To evenly schedual so that we would all make money they never listened
To me. Also they would not ever help clean they just groomed they would have the store
Cell phones so no one else could get their own appts., now how is that fair?the store manager told me that I wouldn’t make good money at that store .well they were turning customers away no wonder the sales were low. Those girls were close friends I was doomed the minute I was hired. One of the managers was
Happy to have me their so they didn’t have to do the paper work .Well with no support and told I wasn’t going to make money I quit . I was told
told after I was hired to bring my own clients What? I want some from human resorses to contact me. I was so excited to get this position !
Jason Vandy Bogurt says
You have bad grammar.
Sandra Kassabian says
So is yours
Lori Williams says
I am not a very happy customer and want it to be known. I have been going to petsmart in Rockford, Illinois for over 12 years. Long story short, I called to give a heads up that I was bringing my 12 year old pug “Rocky” in for a nail trim this morning. I have done this many, many times over the years, but the problem now being is that he has lost the use of his back legs. 2 months ago I took him in and it was not a problem then, I call today and let them know that I am coming and they tell me he can no longer come there due to his disability. He is healthy, and walks with the use of a canine cart wheel chair. An employee of the grooming center proceeds to tell me that I can no longer bring him there, So I ask them why since I just had him there 2 months ago, and no one not even the manager of the store can tell me why I can’t bring him in. The manager said after bringing me to tears due to being on the phone and no answers being given, that I could bring him in but he was not promising anything even then. I am surprised that this has happened I have been a very loyal customer for over 12 years, even after they have injured my pugs in the past, during nail clipping sessions, which resulted in emergency room visits, that they paid for, I could not believe that they were so incompetant and heartless to my situation. I jump through hoops daily for this animal to be taken care of properly, all I wanted was a nail trim. I will not be going back to this store ever again, and I will be telling all of my friends and associates that have animals what XXXXXty service I received. I thought that PetSmart was for the animals, but I guess that it is just about the money. Thanks Lori Williams
Roberta Jones says
I’m posting this here because I have had it with the failure of Customer Care to fix my problem. This is the txt of an email being sent today. I WANT IT TO COME TO THE ATTENTION OF MANAGEMENT, WHO HIDES THEIR EMAIL ADDRSSES FROM CUSTOMERS
Dear PetSmart Customer Care.
This has been going on for over 2 months. I have an email thread as long as my arm. I’ve called your Customer Support number five times and each time been patient and done as I was told.
Yesterday I talked to Customer Care again and while on the call, with supervision, failed to either reset the password because of the non-clickable link problem (see #1 below) or failed to create a new account (see # 3 below).
You clearly have problems with your website login, account creation, and password reset processes.
1. I have tried again just now to reset my password. The email that comes to my email address *** DOES NOT HAVE A CLICKABLE LINK nor does it have an alternative URL that I can paste into my browser address. It does have a link for “if you have trouble reading this message” and when I follow that link, it takes me to a web page with the same information that ALSO DOES NOT HAVE A CLICKABLE LINK nor an alternative URL.
2. PetPerks does not recognize my correct email address ***@gmail.com at all, even though I created a new, second account using that information back on October 18 and, also, your own customer service verified that it existed by phone. Customer Care could see both accounts and told me to wait 10 days, and that the two accounts were supposed to merge together, but that never happened.
3. I have tried multiple times to create another new account, from two different computers on two different ISPs. Each time, I got the following script error. I have now sent this script error to you three times. Each time, you respond with the same tired email telling me to reset my password.
DON’T YOU THINK I WOULD HAVE DONE THAT IF IT WORKED?
Do you think I’m doing this for my own enjoyment?
At this point I’m fed up with PetSmart, PetPerks and your rotten website and customer service.
I’m shopping at PetCo from now on.
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Mary Ann Wilkin says
I took my Zoey, to Petsmart in Duluth, Ga., for Day Camp. I had a free day coupon, and I asked her to be given an oatmeal bath, and be conditioned before I pick her up that night and nails clipped. I was told she would receive that and I signed the paper work stating she would get that. To make a long story short, my dog was not her normal, cheerful self, she was scared as if she had been hit on, she didn’t get an oatmeal bath, and the place where she had received her spayed was bleeding. After getting home, she did drunk water as if she didn’t have water all day, she barely ate anything, and she’s been moving slow and sleeping. I must say, I did get a refund on the bath, and was told she would get a free one on the next visit. I won’t be going back to that one, but I will be taking pictures on the bleeding and forward to someone to find out how in the heck did she start bleeding and the area is really red/dark red. I will monitor her tonight, but SHE WILL NEVER GO BACK THERE. I’ve had great experience with Petsmart, just not this one, in Duluth, Ga.
LaShonda Brown says
I took my Yorkie puddle into Petsmart to get groomed back in September when I went back to get her she was not acting like herself. Took her to the Banfield Hospital to find out she all of a sudden had a slip disk in her back. I’ve been taking my dog there for since she was 2 mo.old. 2month before she turn 3yrs old she’s paralyzed by one of the groomers. Shelly was the name of the groomer that “groomed” my dog. I need to talk to someone about settling this matter. I put to much time in money into her for them to just get away with hurting my Dallas. Need answers fast on what to do about my dogs medical bills and care.
Whether you know it or not your store is on the naughty list as far as Christmas goes. The AFA has added you to their list of “Companies against Christams”. If you want to continue taking the name Christmas out of your advertisements, etc throughout your store, I will find another store to shop for our pet needs. Christmas has always been a part of our heritage in being American and it seems everyone wants to remove it to please the immigrants coming to this great American country and it disturbs me. Please change your stance for the good our your company as blessings come to those who honor the Lord.
Tamra Walker says
I’m writing to you today regarding your PetSmart store #0386 in Vancouver WA. I have a 7 month old Boxer girl (Aifa-‘I-ee-faa’) and I have had issues with all sorts of new pet parent worries, and your employees at this store have practically become extended members of my family! Not only do they help me find the right products I need for my girl, they do it with a smile, open ended friendly conversation of their pet experiences, genuine smiles and when they thank me for coming in and tell me that if I need anything else to seek them out I truly believe them! Jamie (helping me find Aifa’s proper size to buy winter outerwear), Alissa (for the invaluable advice on gentle leaders so I didn’t hurt my dog on accident with a prong collar), Brandon (thank God for his help with finding a food my girl can digest properly!), Sabrina (her bright eyed, enthusiastic help in picking out a tough food and water set) and sweet Amber (who helped me pinpoint exactly what type and brand of flea meds were correct for my girl. Her weight was a question that Amber helped resolve!). I honestly don’t know where I’d be without these wonderful people who obviously have a passion for what they do! Alissa directed me to the new puppy kit to help me save money and I got so much more than savings from it; the awesome experience of working with your trainers, grooming staff and Banfield staff! I fulfill all my dog’s needs at this store and love to shop there and hate to leave! I have no need to ever go anywhere else! THANK YOU FOR YOUR FABULOUS EMPLOYEES that make every moment of buying things for my dog a huge pleasure!
David Painter says
Yesterday I took my happy and healthy dog to be groomed at PetSmart Oviedo and the groomer nicked her. Today, I took my dog back to PetSmart after calling manager to be examined at the Banford office in the store. The vet’s treatment plan cost $300. Thus, after spending $75 yesterday, I was told I needed to spend $300 more to treat the injury inflicted by PetSmart staff.
I am very upset and would appreciate a response. The manager never even spoke to me once I got to the store and spent 1.5 hours in vet office area. This is the lowest level of customer service I have ever experienced.
My phone number is 352-213-XXXXX and the store is Oviedo #1054
1115 Vidina Place
Oviedo, Florida 32765
Brandie Moore says
I am contacting you because I have attended store #305 in Florida and I am furious. This is the second time I have left this store In tears. The first time a young lady gave me so much attitude and problems about my dog tags to prove my dog had his shots that it put my vet at a loss about what we had to do to prove that my puppy was ok to be groomed. Funny, when I delt with another young lady she told me I had everything that was required and it was no problem. So this second time I came in and my puppy was matted. First the young lady “Felicia” attempted to make me feel bad and ask if I even tried to brush him. (Which I did and he was crying and whimpering So I stopped, which caused more Matt’s. so I finally called petsmart and asked them what I should do about his matting. The young lady I spoke with suggested that I brush him with a comb daily and push forward even though he doesn’t like it, he is still a puppy so he will get used to it. She also suggested if their is too many Matt’s I shave him and start brand new.) So then Miss Felicia then gave me a paper to sign to say that I am bringing a dog in with Matt’s . She then snatched my dog and told me I am doing more harm than help by shaving him, this will take 4 hours to do and it will be$65. A little shocked that it costed me $65 for a shaving for a 4lb maltese I just said ok. When I arrived to pick him back up , I was greeted with a ” you know he had fleas and it will be $70 now” . I was a little surprised being that he is on trifexis every 30 days I asked if he had any spots or boos boos from the fleas. Of course she replied no so I didn’t really have any proof that this puppy’s had fleas. While checking out another young lady blurted out ” you need to brush him more damn.”
Well it’s safe to say i will never be attending any petsmart again . I paid high dollar for a lot of attitude and i also consulted my friend who works with petsmart and addressed the issue that he was acting lethargic for two days and she disclosed that you all give dogs Benadryl ?? Wow I didn’t sign anything that actually read that you all would be drugging my dog. I just signed things basically saying I’m a bad pet parent. I just want to remind your groomers that , that’s what they are their for. If I could groom my own dog I would but that’s what they get paid to do . The great customer service at this location has lost my business and also my mother in laws( who had a monthly acct) , my mothers and anyone else’s will run into and disclose what I now know. I try to take care of my puppy and am learning everyday. I could see if I was I there once a month with a matted dog with fleas but I’m not that pet parent.
Hi I am writing to you regarding store 1505 in Fredericksburg, Va. I have never had a problem with any Petsmart locations or their groomers until today. I recently moved to the area and I’ve been able to trust Petsmart in the past so I decided to try out this Petsmart. I made an appointment for 12:30 since his haircuts have always taken only 2-3 hours & I had to be at work at 5. I arrived 15 minutes early to talk to the groomer a little bit since I hadn’t brought my dog there before. I asked her how much I was going to be charged because i was once charged more than I was supposed to at another location. She never did give me a direct answer on how much it’d cost. I asked how long it would be because I had a few errands to run & she said “we tell customers 3-5 hours but it won’t take him that long” & I said “okay great, I have to be at work by 5”. I left and returned 2 1/2 hours later expecting him to at least be done but when I walked on, my dog was not in the front being groomed. I asked if he was done and a girl replied “he doesn’t like the blow dryer on his face” & I said “ok what does that mean? You haven’t even started on him yet” & they told me they couldn’t because he was still wet. She told me she could start on him now but he wouldn’t be done til 4:30 (mind you, they were working on 3 other dogs that weren’t even there when I dropped my dog off) but I told her that wouldn’t work because I have to be leaving my house by 4:30 to get to work on time. I asked for them to get my dog and to forget about the hair trimming. They gave me the check out paper that said they’d be charging me $41 for the bath they did! I was going to be charge only $14 more for the WHOLE package so I found that outrageous, I can bathe my dog for free at home. Not even a minute later they brought my dog out and what do you know? He is COMPLETELY dry, but yet they had JUST told me he was wet! I asked if they could just trim his eyebrows real quick & the girl said “well that’ll be an extra $6”. I felt like no one was willing to help satisfy me or help me at all. No one offered anything or to get a manager for me. I grabbed my dog & the check out paper & as I approached the cashiers I asked one of they could get me the store manager. Not even a minute later a woman approached me & I told her about everything. She was extremely polite and apologetic and said she was gonna grab another manager because he deals with more of those things. A male manager (not sure if he was a store manager or just an assistant manager) came over & I told him about everything as well. He was very apologetic & said he understood my situation completely. He said not to worry about the bill & that he would take care of it. If it was not for those two managers, I would NOT be returning to this Petsmart ever again (and I go there a lot) but I CAN tell you I will NOT be using any more Petsmart groomers.
There worthless because there trained like there “salon manager” has trained them !
Teresa & Kenny Kopplin says
We are becoming new French Bulldog parents tomorrow so we went to your store on Park Central in San Antonio TX. We were waited on my a very helpful young lady named Martha. She answered all of our questions and gave us great information on what toys, crate, treats & food would be best for our new puppy. She shopped along with us helping us so much it made it a great shopping trip. We bought the new puppy packet because Martha told us about it and how it would save us money. Martha also told us about the training and so we signed up for that too. Since we met Martha and she was so very helpful we will be using your grooming shop and the vet that is in this location. Martha went out of her way to help us and her customer service is outstanding.
kerry ell says
Who do I talk to about opening a pet Smarty store in oakes nd
I am former employee with Petsmart, located on Old Town Shopping Center
I was working in Pet Hotel – Seasonal. There were a lot of things going on that were not being handled professionally. I have reported many things to the Seniors and head manager Jordan but nothing was done of it. My main concern was with another co-worker by the name of Skylar who caused a lot of conflicts between me and other associates. Nothing was done of it by Jordan or his assistant manager Jasmine. They basically brushed it under the rug….until things escalated to Stewart. I saw my co worker, Skylar, do something extremely vile and horrible towards another dog name Yadi. While Skylar was coming into the large camp to get one of the dogs, they all started rushing to the door. Of course I was trying to get the dogs away from the door but Yadi managed to get out. Skylar was extremely upset so she decided to shut Yadi’s tail in the door. She literally slammed his tail in the door and held the door, while this poor dog yelp out of agony. I told her 3x to let go of the door and she would not. So I pushed the door open and yelled at Skylar for shutting his tail in the door. I am sure all of this was caught on camera..maybe not…because I am sure I was standing in front of them where the camera was pointing. I reported this incident to one of the Seniors – Daniella and Lang. Nothing was done of it…they basically brushed this incident under the wrong. I am not even sure if they reported this to Jordan or Stewart.
Also, a physical altercation happen between SKylar and I. Skylar called me a XXXXXX behind the Assistant manager’s back. From there it got bad because I have reported Skylar many times but nothing was done. I even told Stewart I would not allow another co worker to try to intimidate me or even disrespect me. Stewart said he was going to talk to her and inform Human Resources what was going on but nothing was done. There was so much drama going on, a lot of gossiping and trouble. Associates at the desk talking on their cellphones and texting. There were times they would leave the desk and shop around the store , while they were on the clock.
Hopefully someone will see this and reach out. But I need someone in corporate to see and understand that this co worker Skylar is very vile and sneaky. I have reported many times the things she was doing behind the managers back but all I was told “there is no proof” But other associates have complained about her. Senior Daniella told Assistant manager Jasmine that they never had any problems until they hired Skylar because of the trouble she was causing. Daniella also said she will get away with it because she is Jordan’s Golden Child.
The incident with Yadi happen in November, maybe two weeks before Thanksgiving. I do remember it happen on a Tuesday around 4:40ish pm in Large Camp.