Complaints

This profile includes complaints for PetSmart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PetSmart

  19601 N 27th Ave Phoenix, AZ 85027-4008

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  PetSmart

  1201 Barbrajordan blvd Austin, TX 78723

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  PetSmart

  4010 S Bolger Rd Independence, MO 64055

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  PetSmart

  1020 Veterans Pkwy Ste 900 Clarksville, IN 47129

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  Petsmart

  145 Promenade Blvd Bridgewater, NJ 08807

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/18/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 24, 2024 I visited the grooming salon at PetSmart in ******, ********. At check-in I was required to initial and sign an agreement. I did not have an opportunity to read the agreement before signing. The groomer referred me to the store manager to obtain a copy. The store manager refused to give me a copy of the signed agreement. The store manager provided a blank form, but not the same form that I signed.

  Business Response

  Date: 11/21/2024

  Thank you for reaching out to PetSmart Corporate Care. 
  
  We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to our Management Team for assistance. We spoke to the Pet Parent about their concerns.
  
  We mailed out the copy of his form on 11/20/2024.
  
  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 ***********************

  Customer Answer

  Date: 11/25/2024

  
  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

  Date:11/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/01/2023, during a Black Friday/Cyber Monday sale on Petsmart.com, pet treats were heavily discounted, so I always buy hundreds of dog treats and use them over the course of the year. I did this is 2021 and ***************************************************************** going bad. This year I experienced white growing MOLD on most of the treats, even though the expiration date states May 2025, which means the treats should be good for another 7 months. The *** # is 051025/1/1.I have kept the SEALED bags of treats that were kept in my dining room in a house that keeps its thermostat between 68F - 72F all year round and a majority of the 165 bags I checked had some form of white mold growing all over *********'s where it gets more interesting. I have 19 bags purchased on the same day (12/01/2023) and ordered online that have been stored right next to the other 165 that have a different expiration date of 07/2025, *** # ******/1/1 that have no signs of mold growth. If I stored these treats inappropriately (I did not), then ALL Lot #'s would be experiencing mold growth, but that is not the case. This seems to be a ***/BATCH issue with the product expiring before the best by/expiration date.PetSmart customer service has stated they cannot and will not refund me since it has been over 60 days, even in this extenuating circumstance. I have let customer service know that I am willing to work with them to get this resolved -- this includes taking all treats back into a local PetSmart store so that they can see with their own eyes that a majority of the treats are molded, even in factory sealed bags with no visible package damage, or shipping them back if needed.This is a health issue for any dog that would eat these treats. I would like a refund for 165 bags as they can't be chanced to feed to any ************** attached. Need more photos or detail? Let me know via call, text, or email. Thank you.

  Business Response

  Date: 11/22/2024

  Thank you for reaching out to PetSmart Corporate Care. 
  
  We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to our ************* team for assistance. We spoke to the Pet Parent about their concerns.
  
  We extended a store credit for the items once they are brought into the store. 
  
  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 Corporate *************

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our pups Socks and Boots were both boarded into PetSmart in ********, ** on 10/27/2024 and were planned for pickup on 11/1/2024. On the morning of 10/29/2024 while out of the country we received a phone call from a PetSmart lead ****** who informed us that Socks our (Havachon) was having seizures when they went in to check on him. He was transported to the ****** Emergency Vet in ******, ** were we were forced to pay an entry fee of $225 and two different bills ($479,$331) totaling $1035.00. On top of the full PetSmart bill totaling $544. After a full Examination the ** Vet said it was caused by anxiety and stress from the PetSmart hotel. All of his blood work came back normal. We left him to board at the ******************* for his safety. We were later notified that they were not booked in their upgraded suite together that we have always booked for them every time but instead they were placed in the most basic room and the associate recognized this mistake but did not notify us at the time. We are loyal customers with almost 20 nights a year for the past 3 years. No one ever reviewed the room with my husband upon checking in and were not notified of the mistake that they made until after the incident occurred in which we then had Boots upgraded to his correct room for the remainder of his stay. Socks is 4 years old and has never had a seizure is his entire life until then and not since. Im very concerned of the hotels overnight conditions. We were never given any explanation or resolution. This is an isolated incident. Sock has been in optimum health until this pet stay. We filed and online complaint on their website and asked to hear back from the hotel manager but instead was contacted again by ****** who appeared to be very upset that we filled a complaint online and offered no additional assistance. I have made over 13 attempts calling their corporate office and have not heard anything back. We are asking for a full refund to resolve this occurrence.

  Business Response

  Date: 11/22/2024

  Thank you for reaching out to PetSmart Corporate Care. 
  
  We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to our District Leader for assistance. We spoke to the Pet Parent about their concerns.
  
  We extended a refund for both dogs and will be upgrading them to a suite during their next visit.
  
  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 ***********************

  Customer Answer

  Date: 11/22/2024

  
  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

  Date:11/14/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon, I made two inquiries online before I was ever contacted by customer service which led me to this complaint. I am a new puppy owner, very excited to give my business to Petsmart! However, I placed my order online using the convenient curbside pick up option for a bag of dog food which was brought out to my vehicle. I am battling cancer which has taken my ability to lift anything so this was so wonderful that Petsmart offered curbside. Unfortunately; that was the end of my good experience and I have been left with such disappointment. When I arrived home and opened the pet food, my neighbor who was helping me, immediately noticed ants everywhere! I even seen either maggots or a dried sort of debris. This is absolutely appalling! I contacted the store immediately- within 20 minutes of being there and the man who answered said since this is an online order I needed to contact customer support for help. The gentleman that answered seemed inconvenienced by my concern and had no idea how to help me. **** insisting this had to be dealt with by calling or emailing customer service. I asked him, can I return to store because what was I supposed to do with dog food in such condition besides throw away? He didnt have an answer. I then contacted customer service who finally responded today telling me to go back to the store with the bag of food. What? I was not going to risk the health and safety of my puppy nor an infestation in my home. This has been disposed of. How dare Petsmart put me through the back and forth? I tried to return to store and was denied. I was not going to hold onto this rancid food! This is not the quality Petsmart stands behind and I should not be inconvenienced this way. If Petsmart does not value their customers then I have no reason to ever shop here for my puppies needs again.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 47 pound bag of purina pro plan , i had got the wrong flavor., i went in to do a simple exchange for the right flavor and the store refused.Even to do in exchange, because I had used a coupon directly from purina, which covered the balance of the bag. I have looked up the coupon policy. They should have done the exchange.And if there was a difference in prices should have been put on a merchandise card, they had absolutely no reason to deny the exchange because the coupon pays just like cash.

  Business Response

  Date: 11/18/2024

  Thank you for reaching out to PetSmart's Corporate Office. 
  
  We appreciate your patience while we reviewed your concerns. After conducting a thorough review, we have found that the policy of not refunding coupons was followed. The pet parent was informed during prior transactions that we would only refund the coupon as a one-time courtesy.  
  
  We regret to inform you that we are will not be reversing our decision. We understand that this may come as a disappointment to you. We value your feedback, and it's important to us that we can be of service to you in the future. 
  
  If you have any further concerns, please do not hesitate to contact us. At PetSmart, we value our customers and strive to offer the best customer service possible. 
  
  
  Sincerely, 
  
  *****
  PetSmart ***********************

• Initial Complaint

  Date:11/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my puppy for a haircut. Expressed my desired look. She's a Shih Tzu/Yorkie mix. I wanted a ***** bear cut with top knot. Instead she was shaved all the way down and if still uneven, she has patches and lacerations at her neck. My granddaughter literally cried at her outcome thinking she was a different puppy. I paid a lot for this service. She still looks like she needs a haircut in her face. Her ears are chopped to shreds. She looks botched and butchered!

  Business Response

  Date: 11/14/2024

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their recent grooming experience and apologize for any inconvenience this may have caused.
  
  We have partnered with our store and district leadership teams who were able to connect with the Pet Parent to address their concerns.  As a gesture of good faith, a refund for this grooming service will be provided as well as ointment to treat their pet with.
  
  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!

• Initial Complaint

  Date:11/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PetSmart I need help accessing my PetSmart account. It lets me reset my password but won't let me login online or via the app. It also won't let me reregister. It says service not available for the last 5 years. Now I can't schedule grooming appointments or get any points or use my treats membership. Password reset works and sends me an email with my name in it so I know I have an account. Also can't reregister because my email already has an account Thank you ******* ****** ************ Thanks for booking Kiba's grooming appointment appointment details for ****:Premium Groom - American Eskimo Standard 05/25/2019 10:00 AM with Coral E salon info:************************************************************* **************

  Business Response

  Date: 11/14/2024

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible.  We are sorry to hear about the poor experience this Pet Parent had while attempting to access their account and
  understand why the Pet Parent feels the way they do about the experience.
  We have reached out to the Pet Parent via email on 11/10/2024 to advise them that their concerns were forwarded to our Tech Team, who is currently in the process of reviewing the technical issues the Pet Parent is facing when attempting to login into their existing account. As soon as we have more information we will attempt to connect with the Pet Parent again to share what we've learned. As of right now,if the Pet Parent would like to create a new account, they will need to use a different email address.
  We appreciate the Pet Parent for their patience and allowing us an opportunity to resolve their concerns. PetSmart values input from our Pet Parents and we hope to continue improving the overall experience.

  Customer Answer

  Date: 11/19/2024

  The issue isn't resolved yet and I haven't received more updates from PetSmart on my ticket.

  Business Response

  Date: 11/26/2024

  We appreciate the Pet Parent for sharing their feedback with us.  Our IT team was able to successfully recover the Pet Parent's account.  We were able to connect with the Pet Parent today to provide them with the information they needed to login into their account again and confirmed they were able to successfully login.  
  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!

  Customer Answer

  Date: 12/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and believe the issue is resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:11/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I have tried chatting with a few customer service **** but they don't seem able or willing to help.I need to track down any orders I placed in the year 2022- august 2023 from the address ***************************************************** I am not sure what email I used since I have ********** would be under **** *** **** ******** ***** or ****** I just need to track down orders between those dates of the whole year of 2022 and Jan- August 2023 I don't think this should be too difficult and I didn't create a account but ordered as a guest.Can someone please help me.thank you

  Business Response

  Date: 11/08/2024

  Thank you for reaching out to PetSmart Corporate Care. 
  
  We appreciate the Pet Parent for sharing their feedback with us. We reviewed the transaction history associated with the information provided by the pet parent. We were able to find transactions in 2022 and 2023. We emailed the pet parent to confirm these were the correct transactions and sent those receipts to the pet parent.
  
  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 ***********************

• Initial Complaint

  Date:11/02/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Really? I have to repeat this?I ordered PetSmart offer Buy One Get ONe 50% off. 4 days after placing order, I get email saying order cancelled, no explanation. I call to see if raincheck available - no.I tried filling out their contact us/complaint form - once filled out, it takes you to a page that no longer works.Can't leave a review on Google.Beginning to wonder if this is a bait and switch tactic when buying their products.Not happy

  Business Response

  Date: 11/07/2024

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their online order and apologize for any inconvenience this may have caused. We forwarded this concern to our Online Orders team for assistance, who was able to connect with the Pet Parent to address their concerns. 
  
  We extended, and the PP accepted, a $20 eGift card as a show of good faith for the inconvenience the Pet Parent experienced.
  
  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!

  Customer Answer

  Date: 11/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution satisfactory to me.  The business has performed this action and I consider this complaint resolved.

  Thank you PetSmart for your quick action and BBB for your help.
  
  Regards,
  
  Sierra *******
  
   

  
  

• Initial Complaint

  Date:11/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 18, I ordered a Freezbone from PetSmarts online store, assuming it would arrive the following week based on the shipping information on their website. PetSmart's policy states that standard delivery takes 2-4 days unless the item is special order or shipped to a PO Box. Neither of these conditions apply to my order.On October 22, I received an email stating a shipping label had been created, but the status never progressed beyond this. On October 23, I called PetSmart's customer service, hoping for clarification or assistance. Unfortunately, the representative was unhelpful, offering no solution other than a coupon. They also informed me that standard delivery can take up to 6 dayscontradicting the website ***************** is November 1st, and the tracking information remains unchanged, still reading "label created." At this point, I have purchased the item elsewhere to fulfill my need, and I am requesting a full refund, including shipping fees, for the item that has never delivered.

  Business Response

  Date: 11/04/2024

  Thank you for reaching out to PetSmart Corporate Care. 
  
  We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to our ************* Leadership for assistance. We emailed the Pet Parent about their concerns.
  
  We extended a refund and 2k in treats points for the incovience.
  
  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 Corporate *************