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:07/24/2023

  Type:Product 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 double billed us for the same service. I paid via the PetSmart app on my phone and my husband paid the charges in the store using a different card. I tried to contact PetSmart to resolve this issue but was treated to 30 minutes of "please hold while I check" and "the charge was a pre-charge and will go away" and "I can see both charges on the account but you will need to call the store" and "let me put you on hold while I ask", etc. I contacted Amex and disputed the charge as fraudulent but I'm concerned that after receiving this hassle via customer service, how many times has ********************** done this or something similar? I caught the issue when my husband came home with the store receipt after I received the online receipt via email but not every household double checks. This is definitely a cautionary tale.

  Business Response

  Date: 07/31/2023

  Thank you for contacting PetSmart's Corporate Office.
  
  We appreciate the feedback provided by the Pet Parent, which helps us address their concerns. We are sorry for any frustration caused and have worked with our Store Leaders to resolve the issue. A refund was arranged for the Pet Parent over the phone on 7/31/2023. At PetSmart, we value input from our Pet Parents and strive to improve their overall experience. We apologize for any stress or inconvenience caused and have sent the Pet Parent some coupons for grooming services as a gesture of goodwill.

  Sincerely, 

   

  PetSmart Corporate Customer Care 

  Customer Answer

  Date: 07/31/2023

  
  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:07/21/2023

  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.

  I placed an order for 5 bags of dog food about a month ago through rakuten where i was supposed to earn %20 cash back.Order number was ********. It should be 5 bags of ****** Prescription Diet i/d Low ****************** Adult Dog Food - Chicken.Rakuten has not given me the cash back and is saying that petsmart has not responded to them. Yet when i email petsmart they very clearly confirm what my order what. But when rakuten emails them to claim their commission and my cash back, they ignore them.Petsmart needs to honor the cashback that they promised people through rakuten. They did this to many people. It is false advertising to tell people we will get 20% cashback and then not give it

  Business Response

  Date: 08/04/2023

  We are sorry to hear about the poor experience this Pet Parent had with their online order and promotion experience. We have forwarded this concern to the appropriate party for assistance and are still in the process of researching the pet parents' concerns.  We would appreciate a bit of time to complete our research to ensure we can fully resolve the issue.

• Initial Complaint

  Date:07/20/2023

  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.

  I placed an order ******** online on 07/12. At that time, Petsmart has two promotions on their official website, one is 10*regular points "PRIMEWEEKONLINE_10X", another one is you can get extra ***** per box when you purchased specific brands "PetSmart Treats - Earn ***** points on Catalyst, Genius ************ & Hammer litter thru 7/16' promotional offer." I activated these two offers and placed the order. However, I realized that I only received the points for 10*, but missed the ***** points for two ************ cat litters I bought. I send email to Petsmart's agent right away, they confirm everything looks fine that I just need to wait ***** hours for the points become effective. I waited about a week and want to follow up with them again because I do not see points, and they told me these two offers can not be combined.Their websites never say this, and I was surprised that even their agents do not know this limitation before. More importantly, I have friends who made exactly the same order received both points, and I have screenshots of their orders to prove that.Wondering does Petsmart respects their offers? Or do they just treat customers differently? I just want my ***** points back according to their website.

  Business Response

  Date: 07/21/2023

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible and are sorry to hear about the poor experience this Pet Parent had with their online order.
  We have partnered with our team that handles online orders and Treats Points to help address the Pet Parents concerns. Our team spoke with the Pet Parent on 07/20/23 and explained to them why their order did not qualify for the **** Treats points promotion and had issued the Pet Parent a $10 eGift card for the equivalent value of those Treats points. We apologize for the disappointment this situation has caused.
  PetSmart values input from our Pet Parents, and we hope to continue improving the overall experience.

  Customer Answer

  Date: 07/25/2023

  
  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:07/18/2023

  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.

  Paid for products using a debit card, I was within petsmarts return policy guidelines and was refunded on a store gift card that could only be used at a physical location, manager and corporate unwilling to assist, corporate was called twice about this and stated they opened a case and would return the call but never has. Store location forest avenue staten island **

  Business Response

  Date: 07/21/2023

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible and are sorry to hear about the poor experience this Pet Parent had while trying to return their purchase in- store. We apologize for the inconvenience and disappointment this has caused.  We have partnered with our Store Leader's on this Pet Parents concerns and was able to confirm that a refund was issued on 07/19 to the Pet Parents original payment method. PetSmart values input from our Pet Parents, and we hope to continue improving the overall experience.

• Initial Complaint

  Date:07/17/2023

  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.

  Complaint Against *********************** and ***************************** and *****************************. Jun 7th and June 27th 2023 Store code: **** I and my dog was discriminated against and banned from being serviced at petsmart grooming by the people listed above which are *********************** and ***************************** and ***************************** . After taking my pet home I noticed my pet hair was uneven in many different areas I called and was told to bring him back in to correct the issues. After calling to schedule an appointment i was told I can come in so have ****** Redo ***s hair but after I asked for a refund and for someone else to do my pets hair and I was then told that hes not able to return to the shop because he wasnt able to stand during pervious hair appointment. This was the first time Ive heard hes had trouble standing from petsmart and was not told day of service or the about 4 times I called perviously to reschedule. Later, I called customer service to file a complaint and went to the store to receive my refund and in front of the entire store ***** said it looks like you didnt pay for your services and they would not accept the screenshot of the payment receipt with the confirmation number. They did not follow up with my complaint for also a month in which I had to call customer service to be transferred to try to resolve this matter. My pet *** had been to the vet, attending dog daycare, and I have videos of *** running around. *** does not have issues standing for a groom and I and my dog *** have been lied on my Petsmart, retaliated against for filing a complaint and now because of the bogus note of him not being able to stand is in there system; we can no longer go to a petsmart for groom per a petsmart rep I spoke to today

  Business Response

  Date: 07/24/2023

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible.  We have partnered with our Store and District Leaders on this Pet Parent's concerns. At PetSmart we believe in "Anything for Pets."  Part of this viewpoint means turning away valued business if it is beyond the expertise of our groomers.  The decision to discontinue grooming their pet at the Fremont location was for the safety of the pet based on concerns over the pet's ***** and age and the expertise of our groomers.
  Our Leadership team has spoken with the Pet Parent about this decision. The Pet Parent was refunded on 06/27/23 for the poor grooming service they received on 06/07/23.  We have also scheduled a grooming appointment at an alternate PetSmart location with a more experienced groomer, where they will receive this service complimentary. We apologize for the disappointment and any inconvenience this has caused.
  PetSmart values input from our Pet Parents, and we hope to continue improving the overall experience.

  Customer Answer

  Date: 07/31/2023

  My pet was lord in. There is zero proof of health issues if my 12 year old ******. My pet and I was retaliated against after I asked to have another groomer. Before they were willing until I asked and then was told they could not. My dog was seen at the alternate groomer which is 30 minutes from my home and said he had no issues standing and they she cried because of how good he was. His vet has told me hes like a 2 year old and we go hiking everyday almost in the hills of ************* to include. He gets compliments all the time for his youthfulness. If they had issues with him standing because of his agewhy didnt anyone tell me at time of service? Why were they willing to cut his hair only until after I complained? Maybe they should listen to the recordings for that day. This is not ok. These are excuses. This isnt about the refund its about treatment and lies.

  Business Response

  Date: 08/08/2023

  We are truly sorry this Pet Parent had such a negative experience at one of our stores.  We have partnered with our District Leader for assistance in further addressing this Pet Parents concerns. They have made multiple attempts to reach out to this Pet Parent at ************** but have been unsuccessful.  We will be more than happy to further assist this Pet Parent but are unable to do so until we hear back from her.

  Customer Answer

  Date: 08/11/2023

  This again is false information. My phone is always with me and I work from him. There is no missed called from petsmart nor has anyone left me a voicemail. I have video from testers and today of my dog running around chasing toys at the park with speed without limping nor needing to sit. My pet was lied on and I was discriminated against and banned from going to the groomer based in lies and because the store leader couldnt handle her job and was upset because I asked to have someone else do his hair. They store was willing to help and redo his hair and never told me if this ***** she cant stand until after my complaint. Now they are lying again saying theyve tried to contact me. A petsmart called a few weeks ago and hung up as I was saying hello, helloyou all are playing games. This is very unprofessional and no one has reached out.

• Initial Complaint

  Date:07/17/2023

  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.

  7/17/23 Refused me service twice for no reason No money was spent but gas for having to continue to return just to still get no service.No resolution yet There GM at store location #**** lied on me to the police There groomers have refused me service twice

  Business Response

  Date: 07/19/2023

  Thank you for reaching out to PetSmart's Corporate Office.
   
  We thank the Pet Parent for sharing their feedback so we can address their concerns. We partnered with our Store Leaders on this Pet Parent's concerns. Due to the results of our research we will not be removing the flag on their account. ********************** values input from our Pet Parents, and we hope to continue improving the overall experience. We are very sorry for any inconvenience this has caused.

• Initial Complaint

  Date:07/16/2023

  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.

  Good Evening, In August of 2021, I purchased a Top Fin tank for $155.66. In April of 2023, the tank failed and leaked around the silicone caulking. I purchased another Top Fin tank for $81.87. In July of 2023, the Top Fin tank I purchased in April of 2023 began to spill water from the filter onto my daughter's furniture and our floor. The Top Fin tank and spilling filter ultimately destroyed my daughter's dresser. In July of 2023, I purchased another Top Fin tank for the amount of $79.70. I am seeking reimbursement for the tank I purchased in August of 2021 and April of 2023 in lieu of reimbursement for damaged furniture. Please advise of how you would like to proceed with this matter. Thank you, ***********************

  Business Response

  Date: 07/21/2023

  Thank you for contacting PetSmart's Corporate Office.
  
  We appreciate receiving feedback from Pet Parents so that we can quickly address any concerns. To resolve the issue, we worked with our Products Team and offered to arrange a return for the tank purchased in July 2023. Although we could not credit the purchase made in 2021 due to our 60-day return policy, we offered a gift certificate to credit the Pet Parent's April 2023 purchase for $69.99. The Pet Parent agreed to settle the matter for that amount. At PetSmart, we value the input of our Pet Parents and strive to improve their overall experience. We apologize for any stress and inconvenience this issue may have caused.

  Customer Answer

  Date: 07/21/2023

  
  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:07/13/2023

  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.

  On July 12, I took my dog (mini Yorkie) to an earlier than scheduled grooming appointment due to call outs. I dropped her off at 7:30am at 10:00 I was called and told she cut her and she need medical attention. I happen to have an appointment that day for her, thank goodness. I picked her up it's about and inch and 1/2 deep cut on her skin where her leg stretches. It was extremely deep. The person said they will pay for grooming and they will pay vet. The manager never even came out of her office to talk to me. I waited to see if this was documented. I would of like a written report. I got "just call us when you pay". The bill was $260.00. I went to the vet which had openings. Unsure if they even fixed it correctly. The trued to glue it, but it may need stitches Why would a business accept dogs when they don't have enough staff to accommodate?

  Business Response

  Date: 07/19/2023

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible. We are so sorry to hear about the poor experience this Pet Parent had with their pets grooming service. We partnered with our Store Leaders to resolve this Pet Parent's concerns. Store Leadership spoke with the Pet Parent on 7/17/2023 and advised them we would cover the expenses from their initial vet visit, including their follow up appointment on 7/19/2023, and provided them with wound care for her pet. There vet expenses have since been paid for. We apologize for the stress and inconvenience this issue has caused and hope their pet heals soon. PetSmart values input from our Pet Parents, and we hope to continue improving the overall experience. 

• Initial Complaint

  Date:07/10/2023

  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.

  I'm very frustrated about my account at **********************!! The last 3 times I 've been to PETSMART to check out & given my phone number they have asked am I *******. This person should not be affiliated with my phone number or my account that I share with my husband for our dog *************(I nor does my husband know a ******* & no ******* lives in our household) I was told by the cashier/employee that they are unable to take this person off of my/our account & asked me to contact ***************** I called and spoke to the a customer service manager *******. He claims he would notify/contact this ******* person and have this issue resolved. I went back to Petsmart on 6/15/23 and again the cashier asked if I was ***************(PROBLEM NOT RESOLVED) I replied no I am not ******* & asked for the customer service number. I called the customer service number again to find out the status of having this person removed from my account and was transferred to manager ******* who claims she would reach out to put in a request to have this person removed from my account. On yesterday July 9th 2023 my *********** went to Petsmart to purchase dog food. At check out the cashier asked for my phone number on the account & once again asked if I was *******. That informed me that this ******* person is still on my account & the issue was not resolved. This is ridiculous!!! First of all why is this persons information connecting to my phone number (I've had this same number for over 20 years) and why is she still on our account after complaining to customer service multiple times. Why can't this person just be deleted off my/our account. I DO NOT want anyone else besides my husband or myself to have access to this account. This does not make me feel comfortable or safe to be a customer at **********************.

  Business Response

  Date: 07/17/2023

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible. We sincerely apologize for any inconvenience this has caused the Pet Parent and we understand why the Pet Parent feels the way they do about the experience. PetSmart takes security very seriously and we want to assure the Pet Parent that we are diligently working on resolving this matter, and that we kindly request additional time to ensure this issue is resolved correctly. 

• Initial Complaint

  Date:07/07/2023

  Type:Product 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.

  I ordered many items from petsmart.com. Below is the email that I sent to petsmart. Most of the items from the order arrived damaged and busted. Cat food was scattered everywhere in the boxes because they were busted. Petsmart wanted me to return the busted bags of cat food, however they have been thrown in the trash because the packages arrived destroyed. Im not sure what petsmart would do with busted bags of cat food anyways? I would like a refund for the items that arrived damaged. One of the bags of cat food had spiderwebs in the bag. Hello, my recent order is order #********. I had many items that arrived damaged. Purina ************** Original Adult Cat Dry Food - Chicken, With Vitamins Bag busted and food everywhere in box Meow Mix Original Choice Dry Cat Food All Ages, Chicken, Turkey, Salmon, Ocean Fish bag busted and food everywhere in box Friskies Gravy Swirlers Cat Food - Gravy, **************** quantity of 1 had spider webs in the bag. Temptations cat treats were crushed with the treats everywhere in the box. We would appreciate a refund because of these items arriving in the condition they arrived in. Thank you.

  Business Response

  Date: 07/13/2023

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible and are sorry to hear about the poor experience this Pet Parent had with their delivery.
  We have partnered with our team that handles online orders and was able to confirm that a refund was issued on 07/09/23 for the items the Pet Parent reported as damaged. We apologize for the disappointment this has caused.
  PetSmart values input from our Pet Parents, and we hope to continue improving the overall experience.

  Customer Answer

  Date: 07/18/2023

  
  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,
  
  ***********************