ComplaintsforPetSmart

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My dog ***** was taken to the groomer at Petsmart on 2/23/24. We asked the groomer to plug her ears with cotton ***** and trim her ears. Neither was done and it resulted in my dog getting an ear infection. I contacted the grooming department and spoke with ******* the grooming manager. and explained my situation. She apologized for the incident and explained that all the employees that were there at the time of the incident had been terminated. She referred me to Gio the store manager. He offered to cover ****** office visit but not the medicine. My vet bill after the wellness plan kicked in was ******. *** refused to pay for my visit because it was covered under the wellness plan. He also changed the amount that he originally said he would cover. He went from ***** to ***** to then saying that he didnt think that they caused the incident. He defended himself as if that was all that mattered. He offered to give me a free grooming but I declined because I no longer wanted to have my dog under their care. I have spoken to 7 petsmart employees and have yet to receive a resolution from her 4/5 vet visit. All they keep saying is that someone will call. I need reimbursement for the ***** grooming and $****** in vet care expenses. I refuse to speak to *** the manager because he is a narcissist who only cares about himself and not the customer.

  Business response

  04/19/2024

  Thank you for reaching out to PetSmart Corporate Care.
  
  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with our PetSalon. We apologize for any inconvenience this may have caused. We forwarded this concern to our leadership team for assistance, who was able to connect with the Pet Parent to address their concerns. 
  
  We provided a $277.00 refund to the Pet Parent and offered feedback to the store team for coaching. The Pet Parent confirmed no further follow-up was necessary.
  
  We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future!
  
  Sincerely,

   

  PetSmart *********************** Team 

  Customer response

  04/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My family and I have been shopping at this location for over 10 years, but not after tonight.We were in need of a dog crate and had verified inventory of the Top Paw SKU# ******* for $39.99 at this location before arriving around 8:45PM to receive the most embarrassing and horrendous treatment.We approached a young lady who didnt want to help, but instead called over her condescending manager named ****** who approached us with a poor attitude. We explained the situation and even provided the sku number which she said she didnt need. She provided little effort in helping us search for the cage and pretended to look in the back. She then came out, hurried and told us that they didnt have it in stock. I explained that we went online before driving the distance to verify that there were some in stock at this location. I had asked her kindly if they would be able to price match the same make and similar model and quickly rejected with attitude. I was taken aback from her tone and abrupt response and had asked for a manager. With a very defense stature and angrily shaken response, she informed us that she was a manager and had been for a while. I told her that her attitude was horrible and quickly escalated to her stomping away and bad mouthing us out loud to her coworker in front of the other customers. A simple "we are not able to price match" would have been sufficient, but there was no explanation for the aggressive behavior and humiliating treatment. Already embarrassed due to how we were treated, we decided to purchase the other cage at the higher cost of $49.00 ($53.74 to be exact) because we were in need and wanted to get out of the store. Throughout the rest of the transaction and while at the register in front of others, ****** continued to badger, provide intimidating looks and even had the audacity to sarcastically tell us to have a good night! Im still amazed at how they treat customers and obviously she could care less about return business.

  Business response

  04/18/2024

  Thank you for reaching out to PetSmart Corporate Care.
  
  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience in our Elgin PetSmart when inquiring about a price match.  We apologize for any inconvenience this may have caused. We forwarded this concern to store leadership team for assistance. We spoke with the Pet Parent about their concerns. 
  
  We extended and the Pet Parent accepted a full refund for the item as a show of good faith.  Additionally, the store leader invited the Pet Parent to contact them directly if they need another price match or require assistance with future purchases.
  
  We appreciate your patience and understanding while we worked to resolve your concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future!
  
  Sincerely,

   

  PetSmart *********************** Team

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello BBB! This is Mengting Ran. I placed an order at Petsmart.com on Mar 25th and the order number is ********. I received my original order on the 29th and the 24 Weruva ******** food(Item #*******) was packed with heavy cat litter and there was no wrapping material at all to protect the cans during the transportation. All the 24 cans were deeply dented with sharp edges and I didn't feel safe to feed those to my cats. I later contact Petsmart through phone twice and email them pictures of all the cans(Case Number: ******** and ********). I got a run round at first but did get them to process a replacement for me. I specifically requested them to inform the warehouse to pack the cans appropriately so this won't happen again for the replacement. I eventually received my replacement delivery and guess what, there was no wrapping material at all in the box again! And because of that, 11/24 cans are deeply dented this time. I contacted Petsmart again to request a resolution and was only told that I have to go to a local store to get an exchange. I then went to a few local stores and none of them have that product in stock. The store employee helped me check a few other stores that are in driving distance in my area and it turned out it is only available online only in our city. How am I suppose to get an exchange if this is the case? And the customer service didn't even check on whether the product is in stock or not in ******* before they provide this resolution to me? And they didn't even acknowledge their warehouse packing issue at all. I just want to get the undamaged product I ordered for my cat and I don't understand why PetSmart have to give me a runaround and make me go through all this trouble because of their mistake without even acknowledging the packing issue and provide any appropriate resolution. Please investigate and check the phone calls and emails between me and the customer service with the pictures of all the dented cans for both the deliveries. **

  Business response

  04/12/2024

  Thank you for reaching out to PetSmart Corporate Care.
   
  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with the recent order of cat food. We apologize for any inconvenience this may have caused. We forwarded this concern to our order team for assistance. On 4/11/2024, we spoke with the Pet Parent via phone about their concerns. 
   
  We extended and the PP accepted a refund for the damaged cans as well as the treats points used on the purchase. 
   
  We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future!
   
  Sincerely,

   

  PetSmart *********************** Team 

  Customer response

  04/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Mengting Ran
  
   
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been taking our dog to petsmart since we moved to ************** 3 1/2 years ago. It's very convenient for us because we buy their products, use their grooming service and vet service, and their grooming and vet service is excellent. We travel from *** to Fla and feel comfortable knowing that where ever we travel Banfeild has his records on file.1 1/2 yrs ago Banfeild detected a heart murmur. They recommended a cardiologist, and we took him.After diagnosing the dog they told us the murmur is normal in 2/ 3's of ******** his age. The doctor said he could only suggest it's safe for them (petsmart) to groom him. Tried to make an appt for grooming and they still will not accept the doctor (they recommend) opinion.SO UNFAIR AND IM SURE THEY DONT CARE. Now I have to look for a new groomer, vet, and place to purchase dog items.

  Business response

  04/11/2024

  BBB, please redirect this to PetSmart for assistance. Petco is a different company from PetSmart.
  

  Business response

  04/18/2024

  Thank you for reaching out to PetSmart Corporate Care.
  
  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with our grooming salon. We apologize for any inconvenience this may have caused. We forwarded this concern to our store leadership team for assistance, who were able to connect with the Pet Parent to address their concerns. 
  
  We explained to the Pet Parent that although we are allowed to provide service to pets with a heart murmur, we must also stop the service if the pet shows any critical or non-critical signs of stress. The Pet Parent thanked us for informing them and was satisfied that we were willing to reschedule the service for their pet, as long as no signs of stress were exhibited during the service. They agreed to come back for the service as soon as they are back in **************.
  
  We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future!
  
  Sincerely,

   

  PetSmart *********************** Team

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  the ****** location, has no problem taking my $ when I shop there or require me to provide proof of identity to purchase goods. yet when my friend goes to return something we cannot afford this week especially since we received a donation for a rescue. but because my friend is dark complected they want to see an I.d.!! there is no policy stating proof of identity required to make a return with the store receipt in hand!!

  Business response

  04/15/2024

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible. We partnered with Store Leadership to address this Pet Parents concerns, who first attempted to reach the Pet Parent at ************ on 04/10/2024 and have been unsuccessful in connecting with them since. To provide clarification, returns over $50 *** require additional customer information.  Since the purchase was not made using a Treats Loyalty account, we requested ID to verify the name we enter into the register.  We apologize if this was misinterpreted as discrimination. We will be more than happy to further assist this Pet Parent with available options and resolutions that *** work for them in this situation but are unable to do so until we hear back. 

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed online order ******** on 12/3/2023 for curbside pickup from the **********, ** PetSmart location. The order included a fish shaped cat bed on sale for $33.99. This was a gift for Christmas but unfortunately is not used because there is just a mesh liner and no padding in the bed. Today (4/6/2024) I went to the ************* PetSmart location to look for a new bed my cat would actually use and noticed the same fish bed was on the shelf however it has an additional padded insert that comes with it. This insert was not received with my original purchase so I asked one of the employees at the front of the store if there was a way I could exchange the bed I had for the one that has the insert. The employees were very kind but explained that because it was more than 60 days there was nothing they could do. When I got home I was still bothered by the fact that I paid for something and only received half of the product so I called the customer care line to express my concern again and see if anything could be done to make my purchase whole. I was again advised that even though they agreed I received an incomplete product that there was nothing they could do and my only option was to try the store again and see if they would honor it. I had already tried at the store so I wasn't going to drive back to be told the same thing again. In the end I feel like I have been left with a cat bed with no real bed and no resolution or offer to make it right by allowing an exchange, refund or sending me the missing insert. I thank you for any assistance you can provide.

  Business response

  04/11/2024

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible. We have partnered with Leadership at the ********** PetSmart for assistance and are prepared to provide a replacement bed for this Pet Parent during their next in store visit.  We attempted to contact the Pet Parent at ************ on 04/09/2024 to advise them of this resolution but were not successful in reaching them via phone or email. 
  We will be more than happy to further assist this Pet Parent but are unable to do so until we hear back. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately 1.5 years ago a relative purchased the Top Fin 29 Gallon Aquarium Kit and gifted it to my son for his birthday. This kit is still being sold:********************************************************************************************************************** This past month 1/2 of the LED light stopped working. The light is removable but PetSmart does not sell a replacement light. They also do not sell the same hood with the light either. All other lights that are available in the store are not suitable for the hood that comes with this kit.I tried calling the support number in the manual and they told me my only option is to buy the whole entire kit all over again just to get the light. This kit is $120 I also reached out to Petsmart support through ********* They messaged me saying they have escalated the concern to the store where this was bought (********, **) and someone would contact me in ***** hours. Nobody ever reached out. I messaged support through ******** again and they said the concern has been re-escalated to the store again. It has been more than 48 hours since the 2nd escalation and still I haven't heard from anyone.I just want a replacement LED light for this kit.If I have to replace the whole entire aquarium then I will not be ever using Top Fin or anything from Petsmart again and will look elsewhere.

  Business response

  04/11/2024

  Thank you for reaching out to PetSmart Corporate Care.
  
  We appreciate the PP for sharing their feedback with us regarding the poor experience trying to find replacement parts for the Top Fin product. We apologize for any inconvenience this may have caused. We have forwarded this concern to our ordering team for further assistance. On April 8th, 2024, we spoke with the PP regarding their concerns. 
  
  We informed the PP that replacement parts for the item are not available currently. Both the Corporate team and the store suggested solutions to add light to the tank. However, the PP expressed disappointment in not having replacement parts and mentioned that the offered options would not work for him. The Pet Parent stated he would look for an alternative source to replace the tank and top instead.
  
  We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future!
  
  Sincerely,

  PetSmart *********************** Team

  Customer response

  04/11/2024

  PetSmart -

  Can you please explain how you sell aquarium kits with parts that you can't replace and do not sell (even though they are replaceable).

  What if someone buys this kit and in few weeks or even a month the hood breaks or the light goes out. Do you expect someone to return the whole kit including an aquarium that's already setup and has fish in it? Someone didn't think this through when putting these kits together and making them available for sale.

  With that said, can you sell me just the hood + the light or just the light from one of the kits at the store? If no, can you at least give me some discount to repurchase the whole entire kit again even tho all I need is the light from it?

   

  Thanks 

  Business response

  04/16/2024

  Thank you for reaching out to PetSmart Corporate Care.
  
  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with the Top Fin tank hood. We apologize for any inconvenience this may have caused.  On 4/12/2024, we spoke with the Pet Parent about their concerns. 
  
  We extended and the PP accepted a $30.00 gift card to help with a replacement. Additionally, we provided several suggestions for replacement light options.
  
  We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future!
  
  Sincerely,

   

  PetSmart *********************** Team 

  Customer response

  04/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dog Simba was brought here for grooming. I was contacted by ***** over the phone where she was very unprofessional and then when I got to the store to pick up my dog she wa even more out of line. She refused to put the bandana on my dog while the service comes with it. When I asked her to she said I dont have time for this. She was yelling, and completely disrespectful from the very beginning. I was then approached by a pregnant white female manager who also was of no help. I had a similar experience with another groomer named ***** who called my dog crazy and told me that I should do a better job grooming him. I pay $80 for his baths every month at PetSmart and I am looking for another location. Very disappointed. Please make sure ***** ********* are taken care of. The service I paid for comes with a cookie, not just the bandana and I want to point out that I never get these two items unless I ask for it! Im wondering if the other services I paid for such as tooth brushing are even being done?

  Business response

  04/05/2024

  Thank you for reaching out to PetSmart Corporate Care. 
  
  We appreciate the Pet Parent for sharing their feedback with us. We have forwarded these concerns to the District Leader and spoke with the Pet Parent at ************ about their concerns. 
  
  We extended and reassured that grooming services were being completed. Going forward, the Salon Leader will take care of the pet's grooming needs and the Pet Parent was pleased with this resolution.
  
  We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart,we hope to serve you again in the future.
  
  Sincerely, 

  Lyssa

  PetSmart Corporate Customer Care

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Frustrated with the online purchasing process. I always abide by the policies and terms and whenever I need to return something which I do in store it is such a hassle. I feel so sorry for the instore employees that have to deal with the returns because the system doesnt translate well from online to instore and it is always a nightmare for all involved. Its a pain no matter what to have to return items that my cat doesnt like. Shipping it back isnt an option and going to the local store is also cumbersome. Each time I follow the written terms and bring my return receipt from the online order to be used in store. The return process is never accurate and is riddled with so many issues. This most recent time the items were refunded back to me at a lower price than what I paid as they used the current instore pricing and not the actual amount I had paid for them in the online purchase. I have to awkwardly stand in line while the store employees and customers behind me are all visibly frustrated with a return. It is an all around bad situation and then to inspect the receipt in front of all to tell them it was wrong is not something I should be having to do either. I spend large sums of money at your company routinely and it is concerning when a refund isnt processed appropriately to return back the money due. Going back to the store with my receipt and credit card is not an option anymore and each time this recurs, and that is typically the solution from your company when this happens. Asking for this to be adjusted or refunded virtually for the sake of the customer who spends substantial time dealing with these issues from your company.

  Business response

  03/25/2024

  Thank you for reaching out to PetSmart Corporate Care. 
  
  We appreciate the Pet Parent for sharing their feedback with us. On March 25th, we spoke with the Pet Parent at ************ about their concerns. 
  
  We extended and the PP accepted a credit card refund adjustment. We have also provided feedback to the appropriate department to improve our services and ensure these situations are handled with efficiency.
  
  We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart,we hope to serve you again in the future.

  Sincerely,

  Lyssa

  PetSmart Corporate Customer Care

  
  

  Customer response

  03/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment made by ******* the Store Leader at **********************************************************************************. This was Store 1571. The reason I spoke with her is because I had an appointment with ***** and I paid $100 to get my Pomeranian groomed. She did not do a good job, and I did not file a complaint because ***** was so nice. But I did not to ******* who scheduled me with ****** today at 0700. When we arrived a worker was feeding the animals she was very kind. She told us that ******** is always late, an older gentleman was sitting at the ****************** counter and a young lady was stocking. My daughter and I sat outside of the grooming and at 0742 a young man, his son, and a small dog went past us. He said to us, I hope you weren't waiting too long. He went inside and we thought he was someone's friend. He was talking on his phone and never came out to ask did we have an appointment. At approximately 0750 he left without his dog. I got up an asked the stock manager where was the store manager and she stated the manager would be in at 0800. I asked her what time would grooming be in and she said she didn't know. After 0800, ******* came in and I talked with her regarding our appointment that she scheduled and she said she remembered me. She called ****** and she said he would be there in 15 minutes. He never came. She proceeded to go to ***************** to get my fur baby's nails cut and the older gentleman came over to my daughter who was holding my dog and said which one of you is getting your nails cut. I said excuse me, you see one dog here. ******* was smiling, at this point there was nothing funny. We left after waiting for one hour and 40 minutes. Unreal.

  Business response

  03/27/2024

  We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to our Store Leadership team who was able to connect with the Pet Parent on 03/26/2024 and address their concerns.  Our Store Leader scheduled them for a complimentary Bath and Full Haircut grooming service that their pet received today.  The Pet Parent was also offered,and accepted, a $100 gift card.
  
  We appreciate the Pet Parents patience and understanding while we worked to resolve their concerns.  At PetSmart, we are committed to providing exceptional customer service and ensuring every Pet Parents satisfaction. We thank the Pet Parent again for choosing PetSmart and hope to serve them again in the future! 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩