PetSmartReviews 

*Edited review after customer service reached out and made right my concerns. Bumped up from 2 stars to 4. PetSmart gave me a gift card totalling the difference with a little extra for my troubles. My last order also arrived in perfect condition. Thanks PetSmart.*

Every time I place an online order the cans arrive damaged, so I have to exchange many of them. My last order I signed up for autoship to get the discount and then cancelled the autoship as it says you can cancel at anytime. PetSmart then canceled my order before delivery with no explanation. When I called they said it was a supply issue - despite the items still being available online. After that the autoship discount was no longer available. When I called again they said they could just give me points and not the same initial discount. So the autoship “cancel at anytime time” would seem to be false advertising as they definitely did not follow through.

If I could leave zero star, I would. Yesterday I took my mini golden doodle , 7 months old for her first grooming experience. Bc it was her first, I didn’t have expectations that couldn’t be met. However, my pup was there from 12:30 to 5 and received minimal attention. She was complained about and excuses were made about why she didn’t receive most of what we pay for as a professional service. No phone calls were made to me to inform me of any issues, none. So she was there for 4 1/2 hours and they couldn’t find 2 minutes to call me??? Then they told me that my pup is NOT a mini golden doodle , which in fact she is, and proceeded to tell me I was being charged for a regular doodle . Also charged extra for a weekend appointment and was never informed of that. This happened at a prior appointment for another one of my dogs the year before in April bc they said I booked around a holiday time . This seems to have become a normal routine for them to nickel and dime you to death and NOT deliver what you’re paying for!!! Very, very disappointing. I also spoke to another pup mom outside who also has a mini golden doodle and her pup was there for an hour and half and was told the same thing and paid $63 while they tried to charge me close to $100. Never again.

took my poodle in for a grooming she was supposed to get a teddy bear haircut came out looking like a hairless dog with a hairless dog with a hair piece in Elyria ohio !!!

I dropped my dog off at 8 am this morning by 8:20 am I was receiving a call to come pick my dog up because she had been coughing and because of her age she was not able to be groomed or stay there, I asked the staff if I would be able to reschedule (Monica) in the Annapolis office responded “no” we’ll provide you with other options. I have been home from work for several hours and not once has my dog coughed. Very disappointed and unprofessional experience today.

Chloe’s mom

I tried their grooming service. Amazing worker Christian did on my Yorkie Baby. He’s the one who I will going with . Great customer service too.

I have been going to Pet Smart for at least 10 years. I have purchased in the past a 36 gallon, 20 octagon fish tank, numerous coral decorations, filters, food and numerous fish. Upon arrival today I wanted to purchase 2 African cichlid fish. Was told by an employee that she could not sell them to me because my 36 gallon aquarium was not adequate for two fish. I spoke to the employee and told them I have a 50 gallon also. I was practically told I was a liar because I said I had the 36 gallon first which I was going to put them in. I have bought numerous cichlids there. There was going to be only two in the tank which there is now since I went elsewhere and I was not interrogated. I said to the employee or manager that they were worried about two fish when every time I come in there are dead fish in numerous tanks.

My longhair dachshund has been groomed at PETSMART for over 7 years. But this time they scalded the top of her head with the hot dryer. Apparently my dog had fallen asleep. The groomer didn’t tell me what she had done, and I didn’t notice because of her long hair. Three days later, the blisters exploded and the top of her head was covered in blood and open sores. After a $300.00 vet bill and lots of medication and first aid, the local PETSMART staff repeatedly called and harassed me. And the PETSMART corporate office totally ignored me. All I asked was a return of my grooming cost, because the entire top of her head had to be shaved, and the cost of my vet bill. I’m 74 years old, and my pet had been put through unbelievable pain, but PETSMART totally ignored me. This company is only in business for the money. They have NO compassion for pets.

I used to like PetSmart. But we recently were sent an autoship order without receiving prior notification to adjust the order or edit it if needed. The the order was shipped from our hometown in western SD to Osseo, Mn then to Denver then back to our hometown. (Very stupid Shipping Logistics)
Unfortunately we were away for a few months and had a forwarding on our mail. The carton was then forwarded to where we are staying and ended up costing us an extra $30 in Shipping Fees.
Very unhappy with their autoship practice. Had they sent an email to give me a heads up (like all other companies, where we have autoship, do) that this was going to be sent out, I would have adjust the order and changed the delivery address. But because of their lack of customer service I got stung. So much for free shipping.
This won't happen again as I will no longer do business with PetSmart, who utilizes deceptive business practices.

I go to my local Petsmart in mandeville, La
This store is exceptional. All of the staff r long time workers. They r very knowledgeable & friendly. They know there stock and go above and beyond to help

There groomer , Tommy, is exceptional. I believe the one of the other Andrea ( I think) is also good from what I’ve heard. Tommy O does my 12 yr old poodle who acts like a puppy as well as my 1 1/2 yr old Pomsky who had never been professionally groomed . The first time at 8 month , I was afraid I’d get call he couldn’t do him. There were no issues. He did great. They r very experienced.
Both of or Petsmart r great. My dogs have only been groomed in Mandeville but I’ve been helped and purchased from both stores.

Bought 10$ donation bag for elderly dogs that had a little rubber ball and little can of dog food. I’m sure the elderly dogs got 10$ worth. Purchased 12 bags of dog food only to be told the loyalty program wouldn’t be honoured. This place isn’t honest and I’ll never spend another dime there.

Unfortunately, this will not allow you to give a zero star rating. For 4 1/2 years I usually shop at the West Chester, Ohio location exclusively. Until today I have never had a problem. The staff are usually very helpful and professional. The exception was today. I had to return 8 cans of prescription dog food. Apparently it was a bad batch. Spoke with someone at the store the day before who advised that I would have to bring them back (even though some were opened) in order to exchange them. I went in today with the opened cans so that they could also see that the food in them was not good. Checked first to see if there were enough cans on the shelf to replace them but there was not. I had the misfortune of getting "Alia" as the cashier. Explained the situation and stated that unless they had enough cans in the back, they will need to just do the refund. She called the "store manager", Andrew, who immediately asked, "What's going on here?" then, "Is the food expired?" His tone was not friendly and somewhat accusatory from the onset. Eventually he went to the back to look for more. In the mean time "Alia" starts the process of returning the items. Again explained that if he could find enough cans it can just be an even exchange. He does find them and the exchange process begins. She asks for the RX card. The only one I had on me was an expired one. Mind you, the Rx number used for the original purchase was on the RECEIPT that she had in her hand!!! Rude Alia states, "This card is expired so I am going to have to mark it". I responded, "That's fine but that's not the only card I have, it's the one that's on me now". THE POINT HERE IS THAT THE ORIGINAL PURCHASE WAS MADE WITH AN UNEXPIRED CARD and I was only there because the product was bad! I asked for the card back and she again repeats, "This card is expired!" as though I am a child that she is scolding. I stated that I heard her the first time! With a nasty smirk on her face this "young girl" states, "Why are you giving me a hard time?" I asked, "Why are you being so rude?". This is a young girl in her early 20's talking to a customer who is over 65 as though she is a child. Then I asked for the manager, Andrew. I addressed her attitude but Andrew immediately became very defensive responding, "I have never had a problem with her from other customers" which basically said that I and not his employee is the problem. He kept side tracking the real issue and tried to put words in my mouth. Multiple times I had to redirect the narrative to the facts and clarify that his statements were incorrect. In addition, he consistently minimized the components and validity of my complaints. The whole time "Alia" is watching the conversation with a smirk on her face. I asked for the name of the district manager and was told that he just left the company but refused to give me the contact information for the interim district manager and gave me the phone number to Customer Care instead. I immediately called as soon as I got to my car. Before I left, I told him that I would not be returning to this store and his response was, "That's fine". Apparently Andrew is okay with losing business for PetSmart. I don't know if the other locations have better management leadership and the staff have higher customer service training, but this store lacks both. I immediately looked up Chewy's website where I will be making my purchases from this point forward. Leadership makes the difference and unfortunately Andrew lacks all the basic components of a good manager and leader. PetSmart Corporate office, do better!

I wanted to order items and have them shipped to my son. Since his address is different from mine, I can't. Spoke with a customer service rep and they confirmed. I would have to have it shipped to me, then ship it to him. Absolute nonsense.

What a joke in New Bern North Carolina. I pay $100 ...well 90 something ..for my dog to get a bath and a nail trim. 3 weeks after his last bath I was told he was too matted to have his bath. So I then scheduled a grooming session to have him cut and paid for dematting as they said was needed and they still canceled my appointment. I took him to Bill's pet shop in New Bern and they said what a joke. He was fine he had minimal matting under his ears where he been playing in the snow and rubbing his head. I will never ever go back to PetSmart in New Bern North Carolina what a joke!

Horrible Customer Service❗️ Horrible Online Orders❗️ Horrible Supervisors❗️ I have NEVER, EVER been so disappointed with a Pet Store than other than PET SMART❗️ They lack professionalism, they don’t give a damn about your pets or what the issue is. They lack knowledge of what needs to be done and how to correct an issue with it occurs and because I’ve been ordering from them all these years and giving them my money for POOR SERVICE.❗️Today, 2/5/26 is the LAST TIME THEY WILL GET MY MONEY OR WASTE MY TIME AND MY DOG’S TIME EVER AGAIN. I’M SO OVER IT❗️🥲

Took my dog in for a bath and nail clipping. Told me it would be a couple of hours. Within 45 minutes they called and said she was done. Terrible job, nails not clipped and didn't look like anything was done. Don't waste your money!!

I brought a newly (less than a week) adopted senior rescue dog that had overgrown hair and a lot of mats. I went to PetSmart because they could take him quickly and didn’t shy away from an “anxious, medicated, nippy dog.” He desperately needed to be groomed, the hair at the top of his head was matted and in his eyes. His back end was so matted it affected his ability to poop comfortably. So I booked a late appt on a Friday afternoon hoping to just get a sanitary grooming and perhaps around his face before he got too upset to continue. I fully expected to have to make multiple trips to get him completely groomed. My luck, Alyssa was working and she took her time with him. She didn’t muzzle him, shaved him down, bathed him, cleaned his ears and trimmed his nails. She far exceeded my expectations! She treated my dog with kindness, lots of patience and professionalism! I cried when I saw him, she was amazing. He walked out of PetSmart with a bounce in his step and he looked and smelled so much better. I know he’s no longer in any pain and is a much happier dog.

PetSmart is the one store where your dog truly feels like he/she is a member of the family!! My wife and 2 young daughters love to take Finster, our American Bulldog puppy to socialize with other dogs of all sizes, every Sunday. Finster gets excited when we pull into the strip mall that PetSmart is located in also!! It is a great opportunity for dogs of all sizes to "mingle". He also knows he is gonna get a toy of his choice to take home with him when we leave!! All of the staff are very friendly, and helpful if you have any questions you would like answered. It is truly a family experience when you walk through the automatic doors of PetSmart!!

They cut my dogs hair way to short, they are lazy ass groomers my dog had a very small amount of matting on her hind legs only. I know because I just brushed her a couple days ago. I told them I wanted a teddy bear cut they didn’t even know what that was when I took my dog to another groomers they knew what I was talking about. They said they would shave her but it was even shorter than what they showed me and all uneven. Then I noticed that they had shaved every dog that came out of there. I’ve had matted dogs in the past this was nothing. Will never go there again.

We went to the Boynton Beach store for grooming. The groomer/bather had booked literally 4 appointments at the same time, with only 1 other groomer/bather present. The phone was ringing off the hook, multiple people were waiting to check their dogs in, and nothing stated on the website how they are checked in was done (head to toe exam, etc). Then two customers got into a nasty verbal battle and things continued down hill from there. Very unprofessional atmosphere, short staffed. I will not be back, though I do give credit to the manager and one of the groomers for making things better.

This was me giving PetSmart another chance, and unfortunately, the experience was worse than before. You can see the decline reflected in the noticeably reduced foot traffic at this location. Customer service at this store is extremely poor.

I had a scheduled grooming appointment for my dog and arrived early, as I respect that time is money. Upon arrival at 8:30 a.m., I was told I could not drop my dog off because there was no personnel available in the grooming department. Instead, I was asked to wait until nearly 9:30 a.m. for my appointment.

This situation unfairly placed the burden on the customer. Being late would clearly be an issue, yet arriving early was also treated as a problem. What was most frustrating was the complete lack of communication prior to my arrival. I drove across town specifically to be on time, accounting for unpredictable traffic, only to be asked to sit and wait for almost an hour as if my time had no value.

In past visits, drop-off was not an issue, as most customers have work and other obligations. This time, however, the responsibility was shifted entirely onto the customer without warning. That was the final straw for me. I will be seeking a more reliable and professional groomer going forward.