PetSmart Customer Service Issues

I took my dog for his grooming appointment and immediately noticed something was off. Despite my dog's anxiety, he has been well taken care of by Samantha in the past, but I was informed she no longer works there. Upon arrival, I sensed a negative attitude towards grooming my dog. Despite expressing my concerns beforehand and them acknowledging my call, the manner in which they spoke made me uneasy. Hearing that Payton, the groomer, was having a bad day only deepened my worries about the quality of the grooming. After a long wait, I was informed they could only give him a bath, but it seemed like he was only brushed when I picked him up. Dissatisfied, I ended up giving him a bath at home. The overall service and unprofessionalism of the staff at Petsmart Grooming Salon left me disappointed. The salon was messy with dog fur when I dropped off and picked up my dog.

Order #[redacted]0 was one of two orders placed before a vacation. Unfortunately, upon picking up the order, a whole box of 24 cans of food was missing. Despite contacting the store and picking up the missing items, no apology was offered by the staff. The day before leaving for vacation, it was discovered that 2 bags of Tidy Cat Breeze pellets were also missing, causing significant inconvenience. I am seeking reimbursement for the missing pellets and hope the store addresses their order checking procedures. - J. Studer

Order #[redacted]0 was one of two orders placed before our vacation. When my husband picked it up, we discovered a box of 24 cans of food was missing. Despite having to call and go back to pick it up, there was no apology from the staff. The day before our vacation, I found that two 7-pound bags of Tidy Cat Breeze pellets were also missing. This caused a lot of trouble as we were already stressed and preparing for our trip. I am requesting reimbursement for the missing pellets and hope the store can improve their order-checking procedures. - J. Studer

I am disappointed with Petsmart. I want to address an issue I experienced with my aquarium and fish purchases. My rewards are linked to phone number [redacted], where all my purchases are recorded. After buying an aquarium and eventually 13 fish, I found that some fish were getting stuck behind the filter, leading to many of them dying. I was only able to rescue 3 out of the total I bought. I would like assistance in resolving this issue to prevent fish getting stuck behind the filter and request a replacement for the deceased fish. My contact number is [redacted] if needed. Thank you, Maria/Mike.

Good morning, I am Rene Rascon, the co-Founder and CEO of The Barkery.pet, and I am excited to introduce our new premium human-grade pastries for dogs. We believe in providing the best for our furry family members. We are reaching out to offer our products to your stores as we are confident that your clients will love them. We are more than happy to provide you with free samples to try. Please let us know the necessary steps to start selling our products at your stores. Below, you will find detailed information about our Pupcakes, Mini Pupcakes, and Cakes ingredients. Thank you for considering our products. Warm regards, Rene Rascon

I reside in Brea and appreciate the promotional emails from PetSmart #[redacted] located at [redacted] East Imperial Highway, Brea, CA [redacted]. The company guarantees [redacted]% customer satisfaction, and I have bought cold fishes a few times. Some arrived deceased, but the store allowed replacements within 14 days post-purchase. Today, I visited the store hoping to buy goldfish, but Ms. Kaitlyn, the store employee, was impolite and refused to sell me any more fishes. I was trying different fish varieties to ensure their longevity, but she declined without explanation. This behavior does not align with the store policies. I kindly request a follow-up on this issue. Thank you, Allen.

I recently contacted customer service and spoke with a supervisor named Ali or Alley, but I found the service to be unhelpful since I was promised a callback that never came through. I reside in Guam and previously Petsmart shipped to our location up until the end of November. However, after my vet submitted a prescription, I later discovered that my order was cancelled without any notification due to Petsmart's decision to stop shipping to Guam. When I inquired, I was informed that I could reorder to a U.S. address but would have to start the process anew. I am eager to understand the reasoning behind this change and request to speak with the individuals responsible for halting Guam shipments. It is important for me to address this matter directly.

Hello, this afternoon, I purchased a box of medium to large 25-30 crickets. However, upon arriving home and transferring them to my cricket keeper, I noticed there were significantly fewer crickets than advertised, and most of them were dead. It seems like there were only about 8-10 live crickets in the box. I also bought another box of small to medium crickets, but I have not opened it yet. I hope to avoid a similar issue with this box. Thank you for your attention to this matter. - Kim Boddie

Hello, nice to meet you. My name is Blasina De los Santos. I tried to make a payment through the app, but it kept saying there was an issue with the card information and that the payment wasn't processed. I attempted the payment three more times, with a total of 4 attempts. However, my bank shows that I was charged all 4 times. The product still shows in my shopping cart as if it wasn't paid for. I would like a refund for the money as I am not interested in the product. If you need any additional information, please let me know, and I will gladly provide it.

On February 15, [redacted], I brought my dog Leelah to The Groomery/PetSmart in Anthem, Arizona for a podiatry appointment. While the service was being provided, I was in the store next door and received a call informing me that Leelah had a nose bleed and the service was stopped due to stress. I noticed an injury to her right eye upon returning, which the vet later determined was due to blunt force trauma. Leelah received eye drops and medication for pain/inflammation, with PetSmart covering the vet visit. The groomer and manager could not explain the cause of the injury, despite reviewing surveillance footage. Leelah was lethargic after the incident, causing concern. This situation is unacceptable, and we request PetSmart to investigate, provide feedback, and implement measures to prevent such incidents in the future. Sincerely, R.C. A long-time PetSmart customer

I recently purchased fish from PetSmart to add to my community tank but unfortunately, after introducing them, I noticed white spots on my black Molly and the other fish. These spots were not there before. It seems like my fish have contracted ick, also known as white spot disease. It's a parasite that affects the fish's gills, making it difficult for them to breathe and eventually leading to their death. I couldn't treat it in time, and some of my fish have already died. The new fish are also showing signs of the disease, and I'm concerned about their well-being. I am disappointed as I have invested a lot of money in my fish and I want this issue resolved promptly.

I visited your establishment at [redacted] Bayfield Parkway for my dog's nail trimming appointment today at 9:05 AM on June 11th, [redacted]. After waiting a few minutes outside, I entered the grooming salon and informed a young African-American lady wearing glasses about our appointment. She mentioned another customer was ahead of us for nail trimming. Despite not seeing anyone, I inquired about the previous customer's whereabouts, only to be told to wait without a clear explanation. Displeased, I left immediately. I planned to purchase Purina Pro Plan and knee bones during the visit. Upon speaking with the manager, Sabrina, I learned that leaving after check-in is standard practice, and customers are called via intercom when it's time for their pet's grooming. Although this procedure disappointed me, I understand the rationale behind it. Respecting the established process ensures fairness and efficiency for all clients.

Today, I experienced a frustrating wait of over 30 minutes on hold while trying to book a day camp for my dog. After opting for the call-back feature, I waited an additional 6 minutes before speaking with a representative. Unfortunately, I was shocked to learn that my Stafforshire Terrier is not allowed to attend the doggie day camp due to her breed. I was taken aback by the breed restrictions imposed by the pet store. It is disappointing that my dog is being denied the opportunity to socialize based solely on her breed, rather than her behavior or interactions. As a responsible owner, I am dismayed that Petsmart does not offer services for my dog simply because she is a Staffy. This experience has left me feeling incredulous and disappointed.

Today, I spent over ** minutes on hold trying to book a day camp for my dog at the Castleton location in Indianapolis, IN. After growing frustrated, I chose the option for an automated call back. When they phoned me back, I waited on hold for another * minutes. Finally, when I spoke to a representative, I provided all of my dog's details only to be told that my Staffordshire Terrier couldn't attend the doggie day camp due to breed restrictions. I was shocked. I questioned if Petsmart truly had breed-specific services. The staff member confirmed that they indeed restricted certain breeds. It's disheartening that they judge based solely on breed rather than the dog's behavior or interactions. This policy means responsible owners like me who seek to socialize their pets are turned away based on breed alone. The ignorance displayed by a major pet store like Petsmart is truly disappointing.

We had an appointment scheduled on 11/24, the day before Thanksgiving at Petsmart in Duluth, MN, for our dog's grooming. Due to our dog's hostile behavior towards other dogs, we made the responsible choice to use a muzzle for safety. This information was communicated when booking the appointment. Unfortunately, upon arrival, my boyfriend was confronted by 5 associates who strongly objected to the muzzle, leading to a rude exchange. Despite having an appointment, they instructed him to leave, threatening a ban if he returned with our dog. To make matters worse, our appointment was canceled, and it seems my dog has been blacklisted. This treatment was unacceptable and does not align with standard customer service practices. I will not recommend this store to others based on this experience. It's vital for the associates to receive better training in handling such situations with professionalism and respect.

I recently received my order, but unfortunately, my son informed me that he only received the cat food and not the cat toys and litter that I was charged for. I placed order #[redacted]1 on 12/19/22 totaling $51.33. My son had no knowledge of any additional items in the order upon questioning him, so it seems that either the items were missing from the delivery or were never included in the order to begin with. I would like to either receive the missing merchandise or have the amount charged for the items refunded. Thank you.

I placed an order on 12/28/22 and received the item today, 1/6/23. I bought dog sneakers for my puppy, measuring his paws as directed. However, I received X-Small instead of Large. I still have all the packaging and hope to exchange them. Additionally, I ordered a dog bucket hat in L/XL, but I needed S/M. Although my husband discarded the packaging, I plan to reorder the correct size. Despite wanting my puppy to wear the items for an event this weekend, I understand the process may take longer. My name is Debbie Simpson; the order number is [redacted]0, placed on 12/28/22. Contact me at [redacted]

Hello, I made an online purchase on the (store) app/website but unfortunately, I did not receive my order. After contacting the store, I was advised to reach out to DoorDash. DoorDash mentioned they would take responsibility for the issue, but as the order was made directly through (store), they advised that (store) should process the refund to my card. I am seeking assistance here since I am unable to contact your support line. Information provided by DoorDash: References: [redacted]

Hello, this is Virginia. I need to address an incident that occurred this morning at the grooming salon. The groomer, Elaine, was not accommodating regarding an appointment I had scheduled for my dog. Despite arriving before 8 am (though the door opened a few minutes late), she requested rabies information which I didn't have due to a delay from the clinic. Once I received it at 8:22 am, Elaine said it was too late for the service. I have been a customer at this salon for over 15 years, but Elaine's lack of courtesy and unwillingness to help was a first for me. Her demeanor made me uncomfortable, and I question the safety of leaving my dog in her care. I suggest conducting mental evaluations for your employees. Thank you for your attention to this matter.

I was unfairly targeted by the staff at the establishment. They racially profiled me, touched my belongings without permission, and embarrassed me by falsely accusing me of theft. The situation escalated to the point where the police were called. I have evidence of the incident and I am seriously considering taking legal action if this issue is not addressed promptly. I have tried contacting the company but have not received a response. I am giving you a 24-hour deadline to respond to this email. I hope to resolve this matter promptly to prevent it from happening to others.