PetSmartReviews of petsmart.com

My complaint is with the customer service phone line. I asked for a call back to give some feed back and was told I would get called that day. My expectations were not for that day and I told the representative that they could even call on Monday August 24th. No call yet and it's August 28th. My issue was with a manufacturers coupon and only feed back for them

New London, CT. We've taken our golden-doodle Taffy here a number of times with results that were okay. But this time was different. I asked one of the associates to trim off a quarter of an inch all over, leaving her tail and ears untouched. Apparently she handed off the job to another associate who misunderstood the directions. Well they got the tail and ears part right, but they SHAVED the rest of her body. She looks like an oversized Mexican hairless. We complained and they refunded our bill, but nothing can make it right, the damage is done. It will be months before she looks normal again. We are not happy! Also, the store manager is supposed to call, but we have not heard from her yet. I would suggest instituting a formal check-in procedure with a detailed checklist of customer requests. This checklist should stay with the dog regardless of who does the grooming. Maybe the groomers should be trained to proceed only when they are sure about what the customer expects.

I bought the 10 lb bag of cat food, along with other items on August 15, 2025. As of August 27, 2025, 13 days later, items still have not been received on my end. Due to the hot weather, food has now been compromised sitting on delivery trucks for 13 days. Customer Service could care less. I will never buy anything on line from Petsmart again. Update: Food arrived 3 weeks after I had ordered it. Get this ... it was mailed from s store only a little over 1 hour drive from my house. By 3 weeks, the food items are definitely compromised sitting in hot delivery trucks for 3 weeks. But the gut punch was the dry cat food had a best buy date that had expired prior to even sending the food to me. Wrote Petsmart and heard nothing, absolutely nothing back from them. Crickets.

They don’t have a lot of things for dogs like a variety of treats. Also, their agents are not very helpful. 

Their app is a failure and it takes more effort to get an order to go through than they're corporate service statement about integrity is an abject failure when it comes to calling and complaining. It's more about placating and evading responsibility than actually solving issues. Each time that I use the app, I have to try several times to get it to an accept and order. I called yesterday, was told that it was on a third party payer, and to speak with them. The issue is the third party payer never received the order because it's still sitting in the cart. A return call to speak to a supervisor I was told "she would contact me". Didn't happen. Another call this morning, first thing, same. Waited two hours, Called back, again, to get excuses. For a bag of dry cat food. Why should it be so hard? Because they could care less.

New London Connecticut location: This was the third time we took our lab for a bath and nail grind. The first two times went smoothly. This time he came home with an eye injury that required a trip to the vet. They said "He kept rubbing it" but were clueless as to how it happened. He was in perfect health when he went. Also, maybe they were short staffed but there seemed to be disorder and lack of service when we arrived and when we came to pick him up. It didn't seem like a well run operation, at least not today.

Two months ago all of the one-time use monthly coupons they send out stopped working. Customer service is useless and half the replies seem like AI as they don't pertain to the actual question. When you do finally get what seems to be a person, they send you a coupon for in-store use, which is of no use to me as what I need is online sold online. I just signed up with a student discount site and they offer one-time use PetSmart coupons. Those don't work either. Stop sending out bogus codes to your customers.

Make sure if you ever get bonus points you use them right away. I got bonus points on the second of August and by the 4th of August they expired them 10,000 points they expired in 2 days after giving them to me pretty freaking sad if you ask me