PetSmartReviews 

Would love to give a no star review but not possible. I placed an order online as I am relocated from my home to Toronto awaiting a transplant. Any PetSmart was too far for me to walk so I placed an order online for two items. I got a notice that my order was on its way. I a, new to this delivering to an apartment so I stayed home until it was delivered. Not once did any email notify me that it would only half of my order. So when I got my order ai opened it and only received one item. So I have to waste my time contacting customer service to find out about my other item. After a long wait and talking to a customer service rep that sounded like ai just woke her up and it took forever for her, even though I gave her my name and order number to finally tell me that the other part will be delivered at another time. She also said that was disconcerting that it is taking that long. But my biggest issue is why was I not told that it would onlybe part of my order that was being delivered? I will NEVER order from petsmart online again or at this point go to the store. I am anti Amazon but after this experience even Amazon is looking better.

A month long hassle with an online order for our pet. They kept cancelling my order after a few days. They kept requesting a prescription to be mailed by postal service. Hello it takes more than a couple of days for the vet to write the prescription, pick it up same day, mailed it by us postal mail and get processed by petsmart staff. If they insist on this process they need to build more time in before cancelling the order. Finally a manager called me to tell me their staff was confused. The order was not canceled it was still in the system despite the notice from my card company. She also said the order would not be canceled if I could send a new prescription to them, which I did. Today the replied that the order was cancelled and there is nothing they can do. Even after the manager assured me it would not be canceled due to confusion by their staff.

This review is concerning the grooming department at the PetSmart in Oakley (Cincinnati OH). Against my better judgement, we thought we would endure the poor service because the results were usually good. We dropped our Goldendoodle off yesterday for a bath and cut. Never again. The cut our dog received was very uneven and much shorter that the groomer indicated on the board. They cut off all of her eyelashes and cut her so short between her eyes that she was bleeding. (See photo.) They said that the last time she was hyper on the table, which we've never heard before at any place we've taken her to. I think now we know why she was acting like that.

Can't say enough good about the staff and store at the Petsmart in Kamloops. I don't get over there very often but i thoroughly enjoy shopping there. Always so helpful and friendly. Plus i was over in the summer and signed up for a bunch of offrrs. Some were not reflected on my bill as i had items that were on sale as well as duscounted...so confusing for sure. I called and yhey graciously said i would have a credit next time i was over. FOUR months later i was back...a long time, figured i would be lucky if they remembrred me. Not only did yhey remember me, she brought out a printout of my transaction with a $46 credit!!! Excellent service. Plus amazing deals and incentives! Thank you!

I took my dog for nail grinder and cut walking in and the groomer at PetSmart on bloomingdale ave. missed the two hidden nails on both feet. She cut all the other nails because I shave the feet so it can be easier to see the nails and do a better job. I can’t believe the groomers at PetSmart don’t know the dogs have 5 nails on the front feet.

What should have been one of the happiest days for my daughter turned into one of the most painful experiences imaginable, all because of Jenna, the Store Lead at the Panama City Beach PetSmart.

My daughter, who has dedicated her life to caring for animals as the Vice President of the Veterinary Club at the University of Florida, found the perfect kitty to adopt just before undergoing surgery. She dreamed of bonding with her new companion during recovery--a source of comfort, healing, and unconditional love. Instead, she was met with hostility, dishonesty, and deliberate cruelty.

Jenna went out of her way to cause anguish. She fabricated store policies, blocked the adoption process, and ensured that the District Lead would never be notified of her actions. By dragging her feet and manipulating the situation, Jenna allowed the cat to be adopted by someone else, shattering my daughter's heart in the process.

The most devastating part was watching my daughter's tears as Jenna appeared satisfied with the harm she had caused. Rather than helping a young woman in need, Jenna chose to protect her own convenience, avoiding paperwork that might have interfered with her evening.

This was not just poor customer service--it was a calculated act that robbed my daughter of the chance to bring home the companion she desperately needed. It is unconscionable that a company entrusted with the care of animals would allow leadership to behave in such a callous and destructive manner.

If you are considering adopting or purchasing an animal, I urge you to look elsewhere. No family should ever endure the heartbreak we experienced. If this is how PetSmart allows its leaders to treat people, one can only imagine how the animals themselves are treated behind the scenes.

A company once respected has now revealed a deeply troubling side, and I am left saddened, angry, and profoundly disappointed.

I placed an online order for a dog crate on Friday and paid extra for next day delivery. FedEx is still showing it's "awaiting carrier pickup" and still not on its way (on Sunday). I then saw that a store had 'a few in stock' so I placed a pick-up order. I called the store before driving the 70 miles to pick it up and was told they didn't have any in stock. Neither PetSmart nor FedEx can give me any information as to why this is happening, nor when I will receive the crate I ordered. I AM NOT HAPPY!!!!

Petsmart is closing all the cat adoption centers in their stores. Please do not give your business to this company as it was purchased by a wealth management company who is only interested in making money. They are NOT interested in the well being of the animals. So sad.

DO NOT BRING YOUR PET HERE FOR GROOMING! Avoid the grooming salon at all costs! We brought our German Shepherd here for grooming, including a brushing. We should have expected a horrible experience when our dog could not wait to get out there upon pickup! Over the next couple of days, we found several red marks on her body under her fur, clearly a sign of overly rough brushing and grooming. It took weeks for the marks to heal completely.

We called the store and spoke to the manager about the store taking responsibility and paying for her vet bills. We were asked for her medical records following her vet visit. At first, the manager told us that her medical records show a history of allergies, which could cause the red marks. This was a ridiculous assumption, as she's never had red marks due to her allergies! She had been groomed several times before without issue! After some back and forth, we were told that they would need to talk to their corporate office to determine liability. I kept calling for an answer after not hearing back, but never heard back.

More than anything else, we were stunned by the gross incompetence shown by the groomers that they would brush her hard enough to give her red marks! Do not give Petsmart (especially its grooming salon) your business when there are so many amazing groomers throughout the city.

I ordered one Top Fin® Captivate Starter Kit online from PetSmart around 7 a.m. this morning and received confirmation of delivery for today. Approximately 3.5 hours later I received an email stating that they had cancelled my order...with no explanation given. My credit card currently has 2 identical charges pending for this item in the amount of $100.08. They don’t seem to know what they are doing. WTF

Horrible user experience, so hard to place order, items on shopping cart always disappear and always cancel my order. will not use it again!

I'm very upset with how PetSmart treated us today when we brought our nine-month-old show-quality Dogo Argentino puppy in for grooming. We had an appointment, and they said it was perfectly fine to bring her. She is not aggressive, but we brought her in with a muzzle on because she chews furniture and we didn't want her chewing up our car. As soon as we arrived at the store, we took the muzzle off. She played with other puppies and children and was a perfect dog inside. They refused service because she was muzzled when we first came in. Online, the only thing it says about muzzling is that they won't take your dog if she's aggressive and must be muzzled. Other customers were touching her and loving on her, calling her beautiful. Kids were also petting her and showing affection. She was a perfect dog. There was no reason she couldn't be bathed. I have four other dogs that go here, and now I will not be returning. The Griffin PetSmart location is absolutely ridiculous. We went to PetSmart on the same day, and they took her without any problem. She is getting a bath, her teeth brushed, and the whole Christmas package. I do not recommend the Georgia Griffin PetSmart location. Very disappointed—completely unacceptable. PetSense made it clear that it seemed like PetSmart just didn't want to do our dog's grooming.

This review is about the online, app and text support. I changed my email and could not get the technology to accept a new email. I tried tech support and all they did was create a new account while loosing all my grooming records. Now I can't even schedule an appointment online. Trying to use their technology and tech support is frustrating and a total waste of time.

Not the Best leash quality, a couple refunds was needed, but customer service was ok.

Never again will I order from this place I figured I'd try it despite all the bad reviews but wow they are horrible. Put my order in online to have it delivered to my house and then received an email telling me they had one item ready for pickup at the store? When I called to fix it I was told they don't know how to send it to my house so now I have to cancel my order and then wait 9 days to get my money back!! Never again. I don't know how they stay in business. Also wasted half an hour on hold while at work waiting for them to cancel my order.

Made an appointment for grooming and nails. Bring our puppy in and told it will be 2 hours. We had another appointment later and said OK, maybe we can still make both. Left for 15 minutes and decided to not bother. What's the purpose of making an appointment if you tell us 2 hours? Picked our dog up and I don't know what they did or where they had her but she smells like rotten fish. So we had to take her home and bath her ourselves because there is no way she can be running around the house smelling that bad. Who knows what got on her to smell that bad.

We will get her nails done somewhere else...Never again going to Petsmart. The 2 hour wait with an appointment was bad enough but what if we were getting nails or something done other than washing? We would then have to get her cleaned because the horrendous smell,..I know delays can happen and I would have been fine with 15-20 minutes because things happen. But should never be 2 hours. They had our phone number and email because we got a text and email confirming the appointment. Why couldn't they send out an update saying...Sorry to inform you but we are running behind by 2 hours. You can cancel or reschedule the appointment or bring your pet in 1.5 hours later. Something. We don't crate our puppy so it freaked her out

We just picked up our dog last night from PetSmart PetsHotel in Coleman, San Jose, and we were very disappointed and sad. The staff did an extremenly poor job taking care of our dog. Well, they did not take care of our dog at all during the stay from Friday afternoon to Monday evening. The details of what we complained about are:
- We provided our dog’s bed, treats, and toys, and they didn’t give any of them to our dog. Our dog was left in their standard bed and stressed out for his entire stay.
- The person who we checked in our dog to said they would provide multiple updates, send multiple photos/videos per day; however, the reality was very different. We had to push for an update over the phone, we had to ask for photos/videos, but all they said was complete lies, saying that our dog was happy, eating, peeing, and doing everything normally. They sent one photo on Saturday after we asked them, that showed our dog was stressed out and sad. We called and emailed on Sunday asking for photos/videos and an update; they didn’t send anything until Monday, another photo of our dog who’s sad and stressed out.
- Good thing that we scheduled a grooming on Monday afternoon, where the groomer told us that our dog was in bad shape with eye infection, smelled terrible as he was sleeping on his own urine, and his terrible condition of his fur. We instructed her to keep our dog at the grooming and not bring him back to PetsHotel.
- We learned that our dog lost weight from 18.2 lbs to 16.6 lbs in 3 days (Friday to Monday), which clearly proved that he wasn’t eating and he wasn’t taken care of. We’re still dealing with his eye infection, and the worst is his behavior changed; he is not himself and still stressed out.

We trusted PetSmart as we’ve been shopping for our dog’s needs and also for regular grooming since he was a puppy. We were hoping that their PetsHotel would provide an excellent service, too, but nope, they are so disorganized and they should be shut down. We clearly will not return and we will stay far away from PetSmart PetsHotel and would not recommend their services to anyone who cares about their pets.

Honestly you guys deserve no stars. SO disgusting turning cats away for Halloween and only have just dogs. Cats are pets too. Shame on you youll never see me shop there again

I’ve had good experiences with PetSmart. I take my cat there for grooming, and they always do a nice job keeping him clean and comfortable. The store is well stocked, and it’s convenient to pick up everything he needs in one place.

Petsmart online order:

I ordered food, toy and a bone for curbside pick up. Was charged on the 19th, even had price adjusted due to toy not being in stock. 21st they took a second payment out. Deny taking second payment. Sent screenshots of account and they tell me to talk to my bank, in which my bank says to talk to merchant. They’re a joke and theft is high in their books. DO. NOT. ORDER. FROM. PETSMART. they will refuse to return your money and say it’s your fault.