PetSmart Anmeldelser 

I've been shopping with PetSmart online for a few months. I've never had an issue except for my most recent order. PetSmart sent me a shipping notification and charged my credit card for my order. A day later I received an email telling me to disregard and shipment confirmation I previously received, as my order had been transferred to another carrier, FedEx. FedEx has never been used to deliver my past PetSmart orders. FedEx has no shipping information for my order. I contacted customer service by phone after two days of no proof of shipment. The CSR couldn't have cared less. He just tried to get me off the phone. Couldn't tell me why this happened, could not verify shipment, could offer no assurance that FedEx wouldn't be used in the future. He offered to reship the order. Why? With no assurance the same thing would happen again? He said he would issue a refund. So PetSmart is charging customers' credit cards for orders that have not been shipped. PetSmart is garbage. I will never order from PetSmart again. If I don't get my refund, I will dispute the charge. Scammers. Bait and switch so they can have early access to cash.

I went in to get cat food. The cashier was absolutely rude

I am writing to formally escalate my concerns regarding a recent order of dog food that was delivered to me with multiple cans in unacceptable condition. I have been attempting to reach someone who could properly address this matter, including making several calls and asking to speak with a District Manager. I appreciate that Sheila ultimately returned my call and took the time to discuss my concerns.

However, after speaking with her, I remain extremely dissatisfied with the resolution and, more importantly, with the explanation I was given regarding the condition of the cans.

I was told that only one can had a slight dent. That statement is directly inconsistent with the photographs I provided. The photographs clearly document multiple cans that were dinged, dented, dried out, and otherwise visibly damaged. The condition of the cans and the way they were packed in the shipping box raise legitimate concerns about whether this product was handled and shipped appropriately and whether damaged cans of this nature should ever have been placed back into inventory or sent to a customer.

I find it particularly concerning that the explanation I received does not correspond with the photographic evidence. I am not simply expressing dissatisfaction with the appearance of a package. I purchased food for my dog, and I expect the product I receive to arrive in safe, sanitary, and acceptable condition.

I also want to address the issue of contacting Shanti. I appreciate Sheila addressing my concerns, but I do not understand the statement that there is no way to reach Shanti other than through an email address. I have located Shanti on both LinkedIn and Facebook, and given the difficulty I have experienced trying to get this matter addressed, I intend to reach out to her through those channels as well.

I have spent considerable time calling and trying to find the appropriate person to speak with because I believe this issue deserves more than a basic customer-service response. The photographs speak for themselves, and I would ask that they be reviewed carefully in their entirety rather than characterizing the situation as one can having a slight dent.

I am requesting that management review the photographs, the condition in which this shipment was packed and delivered, and the handling of damaged product. I would also appreciate a clear explanation of your company's policy regarding visibly damaged or compromised cans and whether such products are permitted to be returned to inventory and subsequently shipped to customers.

I appreciate anyone who takes the time to address this matter seriously. My goal is not simply to complain; it is to ensure that customers and their animals receive products that are properly handled and safe to use.

Thank you for your time. I look forward to receiving a response from the appropriate District Manager.

Sincerely,

Irene Black

really bad customer service from the elderly lady at my local store, cant recommend petsmart at all, all i want is supplies for my cat but they overcharge you on everything and i can go on amaozn and get it for cheaper.

- Sadie

Store 0178 Ridgemar
This is the store I try to always go to their store. management is the best they r kind and give you the customer service that should be done everywhere.
Teagan Reptile is the best. Grooming they’re just as wonderful.

Jackie at the Houston Eldridge store in grooming dept is great at her job. she has a calming effect on my dog. he is usually hesitant to go with people he doesn't know to well, but she calms him and gets him to relax for his nail procedure. All the staff in grooming area are friendly and helpful.

the customer service girl there was very rude very disrespectful and I will never ever shop here again that's your

I placed an order on the PetSmart website, and had a Same Day Delivery, via DoorDash.

My order arrived without the receipt. It always comes with a 8.5×11 inch receipt, affixed with a large sticker.

The receipt had been forcefully removed, and only the top of the sticker was on two products.

I contacted the store, and the woman I spoke with could not comprehend what I just stated.

She asked for my order number, just to state it "should/usually" have/has a sticker...and that was her extent of helping me.

I submitted a complaint, and the representative ignored everything I stated about the receipt being missing, and my concern about my personal information being in the wrong hands.

The representative provided a scripted response, of how to retrieve the receipt in the app.

Again, I stated that was not the issue, and to have a supervisor contact me.

The same representative replied again, with the same script.

Now, I was intentionally being gaslit.

I submitted a second complaint, and no follow-up was received.

I provided a survey, of the negative experience, and scripting.

If something fraudulent does happen down the line, at least I have a point of origin.

Nevertheless, I am still uncomfortable with the fact a stranger has the names of members of my household, my phone number, last four digits of the card, and the order number, with a description.

PetSmart, you never cease to fail me.

You did not want to help.

Online order for $192 shorted. 10 boxes of cat food paid for. Received 9 in the box, no "short" notice, no invoice adjustment. As my last online order was also short, I videoed opening this one. I have now filed a complaint and will await a response, if any. As this is the second in five orders where I have been shorted, I am wondering if it is more than simple incompetence of shelf pickers (or robots). This review will be taken down if I receive an apology and a refund. If you are reading it, it means they chose not to resolve the issue. I would be very interested to know if this is a common occurrence ad there might be a class action lawyer.

PetSmart
13764 W. bell rd.
Surprise, AZ 85374
Is it customary to be sitting on a chair on their personal cell, staring at me for a second, gets up comes to me saying "can you get your dog away from the cat cages" and just walks away ? My dog wasn't harassing the cats. Then walking out I was looking at the groomer area for a minute (yes, I was just standing there taking my time) lady comes out(kinda "authorization" like, I was bothering her" vibes. And I said I'm just looking at the prices, she said "You can see them online " in a rude way and she walks away very fast. Like,,, dang .ok . Obviously they don't want customers. That's cool with me, I'll go to another. Y'all acting like you got so much business, you don't need my $ . Cool .

"Roadie-" Customers should be warned in case they needed a product for their pet's health that it will be shipped with Roadie instead of a reliablef carrier. You will be awaiting the package with no way to track it, only "Expired" listed. You then have to decipher broken english to try and get the order refunded. PetSmart is Smart to eliminate leaving reviews on standard platforms like Google.

I paid $72 plus $20 tip for the worst grooming I’ve ever experienced across all the dogs I’ve had throughout the years dealing with PetSmart. He came back with an obvious unwashed face full of eye buggers. He yelped when I tried to inspect his nails so I’ll have to wait. They are still longer than they should be. No style or perfume. This was my first visit to the Surprise AZ Grand location and will never go back. It’s clear there’s no pride in their work or skills there. I won’t call out the specific groomer, but my dog and I are traumatized. He won’t leave my side which is a first after leaving grooming. I would highly recommend avoiding this location for grooming services unless all you care about is a half-washed dog. Do better PetSmart.

Don't use autoship unless you want to wait a week for your food. First autoship shipped the same day so you would think they'd all be the same but no. There is no way of cancelling it either. Terrible customer service for online orders. I've had to buy 2 small bags while I'm waiting for my autoship to arrive.

Honestly I would give you 0 stars, but I can’t. Yesterday my mom took me and my sister there to buy pets separately for us. We got there at 3 something in the evening, one of the workers that was there kept lecturing us and telling us to buy a tank and a cage that was over $100, something we couldn’t have afforded. I wanted a black angel fish that was only $11.99, he told my mom she had to get a 50 gallon tank, but it would only grow up to 6 inches. He also said we couldn’t put the fish in the tank in the same day, but my mom did it and it didn’t kill the fish. Also, we noticed a fish and a frog dead, not to mention that 2 fish tanks with multiple separate fishes in them were dirty. They do not care about animals lives, they just want your money and to spread lies.

Genuinely so aggravated at the fact that no one in the store or on the phone knows how to handle an online order. If you cant handle getting and making an order for one thing what can you do. seriously so frustrating that they wanted me to wait 4 hours for an order i had already waited 2 hours for. not only that but the in person staff was rude and ignored the problem and instead of trying to problem solve they made me figure it out on my own.

On August 3rd, 2026, I went to the PetSmart in Orillia. I took my dog ​​for a self-service dog wash. When I arrived, the grooming staff were very rude. They didn't charge me and told me they were too busy to take my payment. I bathed my dog ​​and asked for towels to dry him. One of the grooming staff members was very rude and told me they didn't have any towels and that I should either take my dog ​​back wet or use the dryer they had there. I took off an extra shirt I had brought and dried my dog ​​with it. I paid for the service, and while my dog ​​was still wet, I approached the people who were ringing up the store's products and asked why they didn't have towels for the self-service dog wash. They told me they did have towels. I realized that the grooming staff had been mean to me by not giving me towels, as this was the second time it had happened. The previous time, I left my dog ​​wet and went out to buy some. I brought towels to dry him, but one of the girls took them and threw them in the tub… I want to mention these incidents because I'm Hispanic, and I've noticed that the staff at that store are racist… I understand their narrow-mindedness in being racist, but I don't understand the level of evil and perversity they harbor in their minds and souls to take out their racism on my dog… He can't defend himself and he can't speak 😢😢😢😢…. People like that shouldn't and can't work with animals. I wouldn't have the heart to let a dog leave wet after a bath. They are evil, perverse, and vindictive…. Now I'm afraid to go back there to bathe my dog ​​because they might put something in the shampoo or the water… Evil people, be careful with your dogs. Today it was me, tomorrow it could be one of you

During my short time of employment here at the Dove Creek PetSmart (Store #2708) I have witnessed and heard of many unprofessional things between DeeDee the store manager, and several associates. For example, I became a Process Lead very quickly and I am grateful to have had the opportunity to do so! However, DeeDee did not give me proper training and I was learning things later rather than sooner. Because of this, I was getting spoken to as if I am stupid or just with attitude that truly was not needed on multiple occassions. Then I find out later on that she was mocking me and questioning if I "knew my job title" to other associates. Clearly, I did not know my full job description, I was not properly or efficiently trained. DeeDee also would spread gossip in a way to make other people dislike another person, especially if she did not like them. I have also heard of DeeDee having an innapropriate relationship with a regular associate before times of my employment and this was told to me by multiple other associates. When I brought up another coworker making me feel uncomfortable and unneedingly handsy, I was told to "learn to get used to it." There have been multiple times I put in my input/thoughts on how I feel towards a situation, it isnt taken seriously and nothing is done. Usually if there is a particular person that is more knowledgeable, she will side with that person simply because theyre of more use and probably wouldnt wanna let that person go. I have also heard a few times with my own ears, DeeDee speaking to another coworker in an absolutely disgusting manner. One of my biggest issues is keeping up with Pet Care! Multiple times I had asked if I could/should start deep cleans, tank maintenance etc and her only concern was truck. Which I understand product needing to be put out and unloaded in a timely manner but a lot of the times the pet care standards dropped terribly and she would become frustrated towards me and others about "truck not getting done" or "its either truck or register". I remember for most of the week, a few times, several tanks had severe algae buildup and several dead fish in tanks. Many employees were not properly trained for caring for the pets either. In other cases, people from the grooming salon couldnt make complaints about another without DeeDee telling whoever the complaint was about! With that, if they complained about her behavior she would state that "nothing would happen because she knows people on HR". Which of course, only makes things worse. Another time recently, DeeDee told another manager that she was going to help another store, however when she came back she told said person "Sorry I ended up going home and taking a nap". During showing DeeDee a specific cat in the lovely adoptions center, she was nipped by the cat. He was not aggressive, just very shy and was being taught how to go about him (opening and closing procedures for feeding and cleaning). Because of this, DeeDee said if the foster werent there, she would have thrown the cat and didnt want anyone to go inside the adoption room (playroom). She only wanted us to slide the bowls in, meaning we'd have to make a mess with the bowls/ potentially have water or food spilled which is a hazard! She also has retaliated on a groomer by not scheduling her and telling her "she will schedule her when she sees fit". DeeDee also speaks to a few employees outside of work, there is a known groupchat. There have also been plenty of times shes spoken about sexual encounters to other employees in the past. Previous employees have also been in and stated they themselves are unsure how she is still a general manager considering the amount of things she has done. However most people dont report them but I feel the quality of the store would overall be better with a general manager that fully understands her position and follows the proper rules.

Very concerned that my dog was mistreated at this location with the unwarranted “gouged SHEER job” and her continued demeanor since we picked her up from this groomer. If you could see the before and after photos of our dog, you would be BEYOND SHOCKED! We overheard they were short staffed when we dropped her off and the scheduled groomer hadn’t arrived for work at the time of the appointment. The manager(?) completely blew off our instructions for our young dogs cut. In making the online appointment and again when we dropped her off, our dog only needed to be trimmed a certain length with clippers. Instead she was aggressively SHEERED to the skin and “raw” in places after being gouged all over. Neither the groomer nor manager were anywhere to be found when we picked her up looking and acting like she was. Who is accountable at this location? This place absolutely IS what other reviewers say it is. DOG OWNERS BE WARNED. We are shocked and WELL BEYOND angry!!!!!!

I have been taking my dog, Chloe, to the PetSmart grooming salon at this location for over two years, and she has always been groomed by Desai. From her very first appointment, I was always happy with the quality of the grooming and never had any concerns.

During our last visit in March, there was unfortunately an accident. After bringing Chloe home, I noticed her toes were bleeding. I immediately called the salon, and Desai asked me to bring her back so she could apply a powder to stop the bleeding. The following day, I also noticed a cut on Chloe's ear that had formed a clot. I called again to let them know, and I was told it should heal on its own. They apologized and offered me a 25% discount on Chloe's next grooming appointment.

At no point did I make a big issue out of what happened because I understand that accidents can happen, especially when working with animals. I appreciated the apology, accepted that mistakes happen, and fully intended to continue bringing Chloe there.

Four months later, when I tried to schedule Chloe's next appointment online, the website gave me an error instructing me to call the salon instead. When I called, the groomers told me they weren't sure why but that they could no longer groom my dog. After speaking with the manager, I was told it was because Chloe had "conflicts with multiple groomers." This was both shocking and untrue, considering Chloe had been groomed by the same groomer for over two years and had never had issues before.

What is most disappointing isn't the accident itself, it's how the situation was handled afterward. Instead of taking responsibility for the injuries Chloe sustained while in their care, the salon chose to shift the blame onto my dog and refuse future service. Rather than having an honest conversation, they created a narrative that made it seem as though Chloe was the problem.

For a large company like PetSmart, I expected much more professionalism, accountability, and integrity. Loyal customers who have trusted you with their pets for years deserve honesty and respect, not excuses or blame. It feels incredibly unfair that after standing by them and understanding that accidents happen, I was ultimately punished for something that wasn't my dog's fault.

This experience completely changed my opinion of this location. The accident could have been forgiven, but the lack of accountability and the way I was treated afterward cannot. I hope PetSmart takes situations like this more seriously and ensures that long-time customers are treated with the fairness, transparency, and respect they deserve.

Boycott PetSmart until they stop having products manufactured in Jieyang, China. In memory of Wang Wang and her puppies. Major animal cruelty.