PetSmart Customer Service Issues

I recently visited my local PetSmart in Sedalia, Missouri, where I returned three fish I had purchased two days prior due to their aggressive behavior towards other fish. The representative who assisted me did not mention their aggressive nature. When I returned to the store, the manager was very rude about the return, insisting I should have read the information on the fish tank which was now inaccessible. Despite his behavior and my explanation of having been helped by multiple representatives, he still insisted on knowing the specific one. After this unpleasant encounter, I am hesitant to return to this store in the future.

I was attempting to locate the email address of your CEO without success. Kindly pass this message along to him. My spouse recently received an email from J.K. Symancyk, the CEO. Following our review of his message concerning Black Lives Matter, we have decided not to support Petsmart any longer. The current trend of companies aligning themselves with the BLM movement, amidst the associated chaos, violence, and destruction, is concerning. We believe that "All lives matter," regardless of skin color, and no group should receive preferential treatment based on race. It is important for individuals to think critically and not blindly follow the narrative the media presents. This pattern seems to repeat every election cycle, and it raises suspicion. Something feels amiss, and it's crucial for people to see through the deception and seek the truth.

My name is Jaxon Gray, and I am 8 years old. I came across a video released by PETA that shows the unsafe transportation of pet lizards and turtles to your stores. The Bearded Dragons lack water and food, and when cramped together in one container, they fight each other, leading to limb loss and infections. Turtles are confined in small containers, causing them to desperately scratch the walls to break free. If they manage to escape, they can get stuck on sticky traps for up to 7 days, which can severely injure them. This treatment is heartbreaking, and it needs to be addressed. I will request my parents to refrain from shopping at PetSmart unless this mistreatment is stopped. I have provided my Grandmom Mimi's email with her consent.

Are you able to assist with a rescue situation? Currently experiencing no power or water for over 24 hours, making it challenging to care for 60 Huskies at Husky Halfway House. Facing financial struggles, the owner is overwhelmed trying to keep the dogs cool and hydrated. Facing difficulties without staff or electricity, urgent help is needed through tax-deductible donations via [redacted] for immediate PayPal funding to support the rescue's operations. Spread the word for more adoptions, donations, and potential business partners to ensure the future of this charity organization. #rescuemyrescue

Good evening, I am a frequent online shopper. Today, I went to El Señorial Store in San Juan, Puerto Rico to pick up my order. The experience was terrible due to the assistance provided by the employee, Herminio. The issues began when I asked him to explain why my order from yesterday wasn't ready at 5:00 pm when I arrived at the store. He informed me that I had two options: to shop in the store and cancel the order over the phone, or to leave and return the next day because the order wouldn't be ready that day. About 30 minutes later, I received an email saying that my order was ready. I decided to go back to the store and explained the situation to the person who answered the phone. I was trying to avoid waiting for a long time like the first time I called. However, the woman responded rudely, stating, "Well, you will have to wait because we only have two employees." I understand the store's situation, but I don't approve of the poor treatment I received on both occasions. When Herminio brought the order to my car, he even hit my vehicle with the shopping cart, delivered the order with a bad attitude, and didn't offer an apology. This visit to El Señorial was my first and last due to the awful purchase experience and the unacceptable treatment of the customer. Additionally, they didn't provide me with a purchase receipt. I apologize, but I cannot recommend this store. Order #[redacted]7

On Saturday, November 11th, I visited your Midland, MI store on Eastman Rd. I'm a regular customer who purchases all my pet's necessities there. I encountered a situation where an encounter with two associates made me feel discriminated against due to my medical condition and mask exemption. I just wanted to share my experience and inquire about your company's discrimination policy. Thank you, -Joy S. Email: [redacted] Phone: [redacted]

I scheduled a dog grooming appointment for today, but the groomer, Katrina, asked to move it earlier due to time constraints without explaining why she needed more than 3 hours. Despite my attempts to adjust my schedule to meet her request, I arrived early to find Katrina busy with another dog, leaving me waiting in the salon for 15 minutes in a Covid environment. When I finally reached Katrina on the phone, she was unprofessional and refused to listen to my concerns. The lack of organization and disrespectful behavior has led me to decide not to return to PetSmart. On a positive note, the customer service representative I spoke with was professional and courteous. I kindly request to be removed from any marketing materials or accounts associated with Katrina and PetSmart. Thank you.

My spouse and I attempted to purchase the 40-gallon aquatic turtle kit. While on a short vacation three hours from our residence, we bought one. Upon unpacking it at home, we discovered the base was cracked and leaked water. After contacting customer service, we were advised to return or exchange it at our nearest Petsmart, almost a two-hour drive away. Upon returning it, we were informed they had none in stock and received a refund. We've been checking the website regularly for months until it showed in stock at our nearest location last Tuesday. We bought it and traveled two hours to pick it up yesterday. Sadly, we found the base cracked again upon reaching home. After contacting Petsmart, they were unhelpful, stating no more were in stock, with no clarity on restocking. They suggested we return it for a refund and wait for further stock. They mentioned an alternative brand but we preferred the original for its filter. We are disheartened by the situation and believe there should be a more convenient solution than repeated long drives.

I have been taking my French bulldog Willow to Petsmart for grooming for some time now. Today, when I took her in, I was surprised to find out that the charge was $41, which is more than my usual fee of about $28. When I inquired about the higher cost, the staff mentioned that there is a $5 surcharge for the Christmas season. I am disappointed by this policy and unsure whether I will recommend Petsmart to my friends for their pet grooming needs or bring my dog back there in the future.

Dear Corporate Office, I recently took my pet Yorkie to be groomed at the Plantcity, FL [redacted] Petsmart location with an appointment made online. The groomer, Sasha, charged $37 for the service. After picking up my puppy, I noticed the grooming was not as requested, leading to concerns about her nails and the noise they made on my hardwood floors. Despite paying extra for grinding, her nails seemed to grow back quickly. When I reached out to the store, Manager Sasha did not address my concerns directly, and another employee named Rebecca attempted to explain the situation unsatisfactorily. Feeling disregarded, I am disappointed in the service and intend to voice my complaint to Petsmart Corporate. Regrettably, this experience has led me to seek grooming services elsewhere in the future. Sincerely, Disgruntled Customer

I recently purchased substrate at one of your stores for $29.99 per bag. The next day, I found out the online price is $12.50 and called the store about the difference. I was told I have to request a price match. I feel this pricing practice is misleading and unfair. I have been a loyal customer, spending thousands in your stores for rescues and personal use, but this experience has made me reconsider. I no longer wish to be a customer.

I recently had both my dogs groomed at the Petsmart location in Brannon Crossing, Lexington, KY. I paid $[redacted] for their grooming services which included ear plucking, nail trimming, anal gland expression, and a round face cut. Fudge came out looking fantastic. However, Marshmallow's grooming was unsatisfactory. His haircut is uneven, his ears were not plucked, and his nails are sharp and jagged. Given that both dogs are the same breed (Shih Tzu Bichon mix Teddybear dogs) from the same breeder and have different outcomes raises concerns. I am disappointed with Marshmallow's grooming, his coat is uneven, facial hair and ears are choppy and messy. As a business owner, I understand the importance of communication for improvement. I have photos of both dogs for reference. My dogs are named Fudge and Marshmallow Strickler.

I purchased a guinea pig from PetSmart in Billings, MT on March 14th, [redacted], only to find out she was sick soon after. After taking her to the vet in Bozeman, MT, it was confirmed she had a respiratory infection needing medication. When I approached PetSmart for a resolution today on March 27th, [redacted], they offered to refund, treat, and sell her back, or exchange her for a healthy one. However, treating an animal like a product isn't ethical. Returning her poses risks and stress to her well-being. I find these options inadequate after paying for her vet bills caused by PetSmart's neglect. Ensuring her health shouldn't place me in a moral dilemma.

Recently, an unfortunate situation unfolded with the 10 neon tetra fish I introduced to my aquarium. They have been stricken with a parasite known as "ick," resulting in their untimely demise. Despite the initial advice provided and the recommendation to seek assistance from 'Sea Escapes' in South Elgin, where I learned more about this concerning parasite, the source of the infection appears to be linked to your store #[redacted] in DeKalb, Illinois. Now I am faced with the challenging task of treating my entire fish tank to eliminate the parasite and safeguard the well-being of my aquatic companions. This unexpected turn of events has shifted my focus towards researching, testing, and investing in medications to create a healthy environment for future neon tetras. The commitment to caring for these fish parallels the dedication I exhibit in my professional life, where thorough preparation and adherence to safety guidelines are paramount. As I navigate this unforeseen circumstance, I am reminded of the diligence required to ensure the welfare of my new aquatic family members. Regards, J. Romandy

I've encountered severe issues trying to place an order online with Petsmart. The website is extremely unresponsive - each button click to add or remove items freezes or behaves differently. It took me an exhausting three hours to reach the final checkout. I tried both my phone and computer, but the problem persisted. I joined the treats program for free shipping on orders over $49, but I'm only receiving $1 off, not free shipping as advertised. Despite my $[redacted] order last week, I couldn't proceed to checkout and received no response to my feedback. Today, I placed a $57 order, still no free shipping, and the website won't accept any promo codes. The lack of live chat and ineffective email support is frustrating, especially since visiting a store isn't an option for me due to my disability. Petsmart's website is the only one causing such ordering issues, and their failure to honor promotions is disappointing. I hope Petsmart addresses these problems promptly to regain my trust and future business.

I made an online order on May 21, [redacted], for 6 cans of Purina Pro Plan Veterinary Diet EN and 6 cans of Pedigree Choice Cuts in Gravy Country Stew from PetSmart. I was not informed that it would take 3 days before my order would reach the store. Upon visiting the store on Friday to check on my order, I found out it had not arrived. The store staff mentioned it would take an additional 3 days. I requested to cancel my order due to the delay and lack of communication. However, the staff member was unsure how to process the cancellation. I believe it is not right to deduct payment without the items being ready for collection. I request to cancel my order and receive a prompt refund to my account. Thank you. Order number: [redacted]6. Sincerely, R.T.

I recently purchased a Gentle Leader dog collar from PetSmart, only to discover it appeared to be used. After contacting their staff, I was directed to a manager who was not very cooperative. I explained that the package had no paperwork or clear signs of being new, with the included DVD being scratched and the collar dirty with another dog's hair on it. Upset that PetSmart sold me a used item at full price without disclosing its condition, I arranged for my husband to exchange it. When my husband visited the store, he found both the used and new items and approached the manager regarding the exchange. Despite a long line at the register, he asked if they could process the exchange later due to the inconvenience. The manager rudely told him to leave. This experience has led me to conclude that I will no longer be shopping for my puppy's items at PetSmart. It's disappointing to see that basic courtesy and customer appreciation are lacking in their service.

I recently returned dog food that I purchased with my debit card. Unfortunately, my wallet was stolen and I don't have my card. I asked for cash back per store policy, but the store manager, Aylanda, refused, stating they don't update their policy. When I tried to show her the policy, she was dismissive. Even James, who I asked for a second opinion, accused me of being rude. I felt bullied and mistreated merely for wanting to return an item I paid for. I just want my refund, and it's frustrating that they won't follow their own policy. Can someone please assist me in resolving this issue? Thank you.

I had a bad experience at your grooming salon, and the customer service department did not handle my complaint well when I first emailed them. I brought my pup in for a bath, a simple wash and wear, but she came out smelling worse than when she arrived. She was kept in a dirty kennel longer than necessary, and it seemed like the young staff lacked experience. I suspect my pup was not bathed at all, and the nail trimming I paid for did not seem to be done. When I complained a few months back, I was told to contact corporate, which I found unprofessional. The cleanliness of the facility and the competence of the staff were both disappointing. After attempting to discuss training with your team, I never received a call back, which only added to my frustration. I will not be returning to your store and felt compelled to share my experience once more.

Betta Fish Deserve Better Tanks Many betta fish suffer in pet stores, like PetSmart or Petco, where they are kept in small cups leading to illnesses like fin rot. My 7-year-old brother experienced this heartbreak when his betta died soon after being brought home. These fish, also known as Siamese Fighting Fish, become stressed and can even die when kept in close proximity to one another. To address this issue, I propose a solution: provide bettas with a large communal tank separated by non-reflective dividers into mini tanks. This setup would create a healthier environment with self-cleaning features, gravel, and plants to make the fish happier and healthier. By caring for these fish properly and educating customers, we can prevent further suffering. Thank you for your consideration.