PetSmart Customer Service Issues

I would like to address an issue I had with the customer service at the South Huntington, NY Petsmart located at [redacted] Walt Whitman Rd. During a phone call, I initially spoke with a helpful employee who unfortunately got called away. I then spoke with another employee who mistook me for a different customer and seemed impatient as I explained my concerns about finding the right antiseptic products for my dog's wound. Ultimately, he abruptly hung up on me when I mentioned my uncertainty about purchasing the product. Despite my initial hesitation, I was considering visiting the store to make a purchase before this interaction. Given the urgency of my situation and desire for assistance, I was disappointed by the lack of professionalism displayed by the second employee.

During my visit to store #[redacted] in Jonesboro AR on October 22, [redacted], I bought 12 cans of Science Diet sensitive stomach/skin dog food. The promotion was buy 12 cans and get 1 free, but there were only 12 cans on the shelf. When I informed cashier [redacted] about this, he did not respond and simply rang up my purchase without acknowledging the promotion. Another associate confirmed they were out of stock without offering a rain check or any compensation. Despite being a small amount, honoring the promotion when products are unavailable should be a priority. Additionally, some employees may benefit from further customer service training as this experience was not the most helpful or friendly encounter.

I recently visited Petsmart at [redacted] Chapman Ave. in Garden Grove, CA [redacted] to exchange an item just before closing time. I encountered an issue with the manager, Jen, who refused my request citing their 60-day policy. Even after showing her Petsmart’s policy on exchanges, she was not accommodating. Despite my persistence for store credit, she insisted I pick out two items instead. This exchange was attempting to avoid her uncooperative behavior. Jen's unprofessional and rude demeanor during this interaction was disappointing and not reflective of the typical service I have experienced as a loyal Petsmart customer who frequently shops for my pets there and utilizes their grooming services.

Event: Chula Vista E "H" St. Black Friday, Nov. 23, [redacted], 08:46 AM. My spouse and I spent $[redacted].09 at PETSMART. We have been loyal PETSMART customers for over a decade. As our cats are aging, we purchased 68 Fancy Feast Cat Foods. The cashier, identified as Jenny, manually counted the cans in groups of 20, causing a delay in the checkout process. Despite my explanation on how to handle the coupons efficiently, Jenny insisted on manual counting. She expressed concern about being watched and reprimanded for not counting the cans individually. This unusual delay frustrated us, especially on a busy Black Friday. We proceeded to PETCO, where the checkout experience was swift and efficient. Jenny's lack of consideration for pet owners who rely on savings was disappointing. We would appreciate if PETSMART addresses this issue to prevent inconveniencing other customers. If needed, we can provide the receipt as proof of purchase. It is essential to address this matter promptly to avoid upsetting other PETSMART customers.

I bought a Top Fin [redacted]-gallon fish tank a few years back from the store in Manchester Ct., which comes with a lifetime warranty. Unfortunately, the center support failed on 1/7/19. I promptly notified the store on 1/8/19, providing them with the receipt number and date. The manager informed me a couple of days later that the tank was covered, and an even exchange would be done with a 72-hour window to return the faulty tank. We arranged to pick up the new tank on 1/12/19 when the store opened at 10 am. Upon arrival at the Manchester store around 10:15 am, the manager on duty seemed unaware of the situation initially but after making a call, confirmed everything was in order, with a requirement to purchase the new tank first and then return the faulty one for a refund. We asked for written confirmation, which she provided. However, shortly after leaving the store with the new tank, I received a call saying the agreement wouldn't be honored. We promptly returned the tank. Subsequently, I went to Emmons Fish in Simsbury to order a replacement tank with a similar lifetime warranty and expect to return it with a full refund once received. Both my daughter and I are frequent customers, spending around $[redacted] monthly, but the recent customer service experience has been disappointing.

As an experienced aquarium owner, I feel the need to address an issue I've encountered with a store in Chambersburg, PA [redacted]. Despite my years of experience in caring for fish, the fish in their tanks are often dead or unhealthy. I've had to return several due to their short life span, usually passing away the next day or within a few days. I maintain five tanks without any issues, but I find this store's tanks to be dirty and poorly maintained. There's often no staff available to assist, and when they do, they lack the necessary skills to handle the fish properly. The employees also add fish chemicals into the bag without measuring, leading to fish deaths. Testing the water at home reveals it's out of balance. This neglect is disappointing, and I've chosen to take my business elsewhere. I hope this feedback will reach the appropriate department for improvement.

On February 21, [redacted], my spouse and I purchased pet food from your PetSmart branch in Bakersfield, CA, located at Olive Dr. and Calloway Dr. We bought a 24 lb bag of Simply Nourish dry turkey dog food. Upon opening the bag at home to transfer it to our storage container, we discovered maggots, moths, and cobwebs inside the package. We promptly sealed the bag, returned to the store, and informed the staff, who offered us another bag as a replacement. Instead, opting for a different brand, we selected a 24 lb bag of Blue Mountain dry dog food, which cost approximately $13 more. The staff member informed us of the price difference. I believe that PetSmart should have provided the new bag of dog food at no additional cost due to the inconvenience of driving back to the store and home again because of the contaminated product. My spouse and I have been loyal customers at PetSmart since we adopted our dog three years ago. Despite being just one customer, I am dissatisfied with the service received in this instance.

I recently placed an order for Top Fin filters for my 3 gallon aquarium as they are no longer available in stores. My order number is [redacted]0. I purchased 4 boxes of filters, but mistakenly had the order sent to Pasadena, CA for pickup instead of to my home in Chandler, AZ (zip code: [redacted]). Despite initially giving your website a high rating on a survey, my current experience would rate below satisfactory. Brett at the Chandler store was helpful and provided me with a customer service phone number. However, the recording I received when calling was not about customer service. After verifying the correct number online, I am disappointed with the service I have received for my first online order.

I arrived at the store today at 11:10 a.m. to drop off my two dogs for their 11:30 a.m. grooming appointment. This time and date were confirmed two months ago, and I have successfully brought three sets of dogs (six dogs total) at the same time to Pet Smart grooming before. When I arrived today, I was informed that the appointment had been changed to 10:30 a.m. According to them, they had called to inform me, but I did not receive any calls on my cell phone from Pet Smart, and I checked my phone records dating back six weeks. I was only offered to have one dog groomed and was asked to reschedule the other. I expressed my frustration and spoke with the store lead after a miscommunication with the desk staff. If they are unable to accommodate the six dogs I bring, including those for my mom and disabled friend, honesty would be appreciated. I am considering other pet stores and groomers in the area due to this experience. Thank you for addressing my concerns.

I attended the adoption event at [redacted] E Golf Road in Schaumburg where I witnessed an incident involving a representative from Fortunate Pooches being extremely rude to a customer, even yelling at her. This behavior was shocking, and I cannot believe such conduct was allowed at the store. I understand the lady's concern as she inquired about the organization and the health of a puppy showing distressing symptoms. The response she received was aggressive and unwarranted. It is disheartening to see such unprofessionalism, especially in a setting meant to promote animal welfare. As someone who has supported rescues generously in the past, I am deeply disappointed and will not be contributing or visiting PetSmart again after this experience.

Today, I visited Petsmart store #[redacted] to buy two bags of Science Diet dry cat food for my four cats. I picked up one bag of Hills Adult+ Indoor Chicken Recipe priced at $35.99 and another bag of Hills Adult 1-6 Indoor Chicken Recipe on sale for $31.99. At checkout, I was charged $34.99 for the first bag and $39.99 for the second. The cashier mentioned I didn't have an email linked to my account, which is correct as I prefer not to share my private email. My family and I have been loyal Petsmart customers for many years, spending hundreds, if not thousands, over time. I found the discrepancy in pricing disheartening and unacceptable. Due to this experience, we have decided to switch to purchasing our cat food from Chewy.com where we spend over $65 monthly. Petsmart should prioritize customer service and acknowledge the competition in the market to retain customers like us.

I recently had a troubling experience at The PetSmart store in Howell, MI involving a young manager. Upon entering the store close to closing time, I quickly informed the staff of my intention to purchase a family of hamsters. Despite my experience in raising hamsters, the manager refused to sell me more than one due to concerns of aggression. Even after I tried to explain my knowledge of hamster care, the manager became confrontational and accused me of insulting him. The situation escalated, ending with the manager calling the police and having me banned from the store. I find this treatment unfair and am seeking resolution. Thank you for your attention to this matter. - Daniel T Ward

I purchased an item from your website at the listed price when it was in stock. However, my order was canceled due to it being out of stock, even though I was able to place the order. Shortly after, the item was back in stock at a higher price. As someone who works in retail, I understand delivery times and find this situation unreasonable. I would like to reorder the item at the original price I bought it for. I can provide the email and order confirmation number as proof of my initial purchase. This experience has left me dissatisfied as a long-time customer of Petsmart. If this issue is not resolved, I am considering shopping at a different pet store nearby.

I have been a loyal customer at the Middletown, New York store for approximately 10 years. However, after a disappointing experience last night, I have decided to never return. I intended to purchase $30 worth of fish and requested a couple of drops of stress ease to be added to the water for transportation, which I have done at the Monroe and Newburgh locations without issue. I was denied this service by a young employee with black hair and glasses, which led me to question the training and competence of the staff at this store. This incident marks the second time I have encountered problems at this location. Despite being a frequent buyer of cat and fish products, I was treated poorly and felt my loyalty was unappreciated. I previously raised concerns about the health of fish at the Middletown store, which seemed to have improved after my feedback. However, after this recent incident, I am deeply disappointed and do not plan to patronize this store again.

I recently purchased two black moor goldfish. One of them is active and lively, swimming around happily. However, the other one had an accident when transferring to the aquarium. Initially, it seemed stressed but now, after three days, it's lying on its side at the top of the water, barely moving. I'm concerned and would like some advice to help him recover. His name is Midnight, and his sister is Lena. I'm worried Midnight may not survive, and I want to ensure he has a long and happy life.

I recently received only half of my Christmas dog treat/cookie order from PetSmart. Upon opening the box, I discovered that some treats were out of their packages and a few were broken. I had intended to use these for Christmas, which is just a day away. I paid $30 for this order, and the treats were not only damaged but also poorly packaged with brown paper. It seems like the treats were damaged during the packaging process. I am disappointed with this experience and hesitant to return them for a replacement due to the waiting time. I hope to hear back from PetSmart with a solution to this issue soon. Thank you.

I visited our local PetSmart to buy the goldfish my son asked Santa for, using a gift card. Alex, our salesperson, refused to sell us goldfish because he felt our $60, 10-gallon tank was inadequate. He only offered more expensive fish at $9.00 each. This left my seven-year-old heartbroken with an empty aquarium and an unfortunate 25-mile trip to the store.

I recently went to a PetSmart store to make a purchase, and I noticed that a name (Anna Carrera or similar) was mistakenly added to my account linked to my phone number. The cashier mentioned I needed to correct it online, but I couldn't find a way to do so. After contacting customer care for over 30 minutes, I was repeatedly informed that the account information couldn't be changed. I requested to speak with someone who could correct the mistake but was told that wasn't possible. PetSmart's error has now caused someone else's name to be associated with my account, which is causing a lot of frustration. I need this issue rectified as soon as possible as I only want my information linked to my phone number and account.

On Saturday, April 4th, I made an online purchase for in-store pickup. Despite it going through on PayPal, I never received an order confirmation. After contacting the store without success and finding customer service closed, I had to purchase food in person. I attempted to resolve the issue but could not reach customer service after long hold times. Several days later, I received an order confirmation after store hours and an email stating the order was picked up, which we did not do. The order number is [redacted]9. Please process a refund of $52.18 to our PayPal account promptly. I value Petsmart and hope to continue being a happy customer. Thank you for your assistance. -Kevin and Julie Brown

I recently attempted to return items but was met with resistance from the manager who claimed he was following CDC guidelines. Despite my attempts to inquire about the return policy listed on my receipt, he responded aggressively and suggested I leave the store if I was not satisfied. I found his behavior and lack of mask adherence troubling, especially given the social distancing guidelines in place. This incident occurred at the Petsmart in Pooler, GA, and the manager in question appeared to be a 30-year-old Caucasian male with tattoos. Such poor customer service left me appalled, and I have decided to no longer support Petsmart.