ComplaintsforPetSmart

Pet Supplies

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Initial Complaint
11/18/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
11/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
11/14/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
11/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
11/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
11/03/2024
Complaint Type:
Customer Service Issues
Status:
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.
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
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
11/02/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
11/01/2024
Complaint Type:
Delivery Issues
Status:
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.
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
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 *************
Initial Complaint
10/29/2024
Complaint Type:
Order Issues
Status:
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.
When checking in your pet for grooming services, PetSmart (******************************************************************) requires pet owners to initial several times and sign twice a single piece of paper which is VERY small font. The font was impossible for me to read and I requested a copy of the signed document. I was refused a copy of the document which they required me to sign. The manager on duty stated that his manager was on vacation for the next week and he needed to ask him if he could allow me to have a copy. However the manager on duty thought this was a legal document meant to protect PetSmart and they did not want customers to read, understand or have a copy of what they signed. This seems like a illegal business practice in the state of ******. Please help hold this corporation accountable.
Business response
11/08/2024
Thank you for reaching out to PetSmart Corporate Care.

We really appreciate the Pet Parent for sharing their feedback with us. We have forwarded this concern to our District Leader for assistance. On November 1, 2024, we spoke with the Pet Parent to inform her that we have sent the details along and that someone would be reaching out to her.

On November 6, 2024, the District Leader attempted to follow up with the Pet Parent at ************ but was unsuccessful. The District Leader left his contact information and requested that she reach out to us. Once the Pet Parent contacts us, we will be more than happy to speak with her.

We appreciate your patience and understanding as we work to resolve these concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring the satisfaction of our ************************************************************************************************************* Team
Initial Complaint
10/28/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have two gift cards for Petsmart that do not work online or on their app. They have confirmed that the gift cards are valid and have a balance. The gift cards are older and have a 19 digit number while their website and app only accept gift cards with a 16 digit number. I've tried calling and emailing and they keep saying that they will get back to me but no one ever does. I'm just looking to get my money back but I cannot receive a response.
Business response
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. On 10/30, we spoke with the Pet Parent about their concerns.

We extended and the PP accepted a new e-Gift Card to replace the one that wasnt working.

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 *************
Customer response
11/04/2024

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,

***** ******

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