PetSmartReviews of petsmart.com

Do NOT use Petsmart for shipping orders unless you want stress. At 10:20PM on May 3rd, I received an email saying the autoship order was received. I didn't see the email until the next morning and immediately cancelled the autoship. I forgot to cancel the autoship back from the initial order back in March (the driver was unprofessional and the lack of response from Petsmart). At 6:51AM on May 4th, I received confirmation the autoship was cancelled, not the order, the autoship. At 2:01PM on May 4th I received an email "the order is on the way" with tracking information. I checked the tracking that day, the order was waiting for pick up. I checked again a few days later to find the shipment was cancelled on May 5th at 5:48PM. I checked my credit card, but the charge was still there. I disputed the charge. Low and behold, the order was received today, May 12th (it shipped May 11th) and was delivered DAMAGED. The proof of delivery shows the damage. I called the 888 number, it went in circles and I was hung up on. I filled out the contact us form. Of course, no response.

I’m very disappointed with how this membership cancellation was handled. When I signed up, the discounts and incentives were presented as benefits of the plan, not as something I would later be charged back for if I chose not to renew. That important detail was either not clearly explained or buried in fine print. Being told I now owe an additional $49 because I’m not renewing feels misleading and unfair. A membership should keep customers because they’re happy with the service, not because they’re afraid of penalties or losing retroactive discounts. This experience has completely changed my opinion of PetSmart and makes me hesitant to sign up for any future plans or memberships. This experience has also caused me to warn family and friends about signing up for these plans. I even recommended this membership to my grandson for his dog in Tampa because I believed it was a good value. Now that I understand how the cancellation and renewal process actually works, I will absolutely be making him aware of these charges and advising others to read the fine print very carefully before enrolling. Customers should feel informed and respected, not blindsided when they decide not to renew. I want to make it clear that I had no issues with the actual care and service my dog received. The staff and veterinary care were good. My issue is strictly with the membership plan and the way the cancellation policy and repayment of “discounts” were explained. I want to make it clear that I had no issues with the actual care and service my dog received. The staff and veterinary care were good. My issue is strictly with the membership plan and the way the cancellation policy and repayment of “discounts” were explained.

THEY GAVE ME UNC HAMSTER

The pet grooming staff at the Charleston Folly Rd location needs to significantly improve their communication. Staff had requested tranquilization of the pet prior to grooming. This was performed by a licensed vet. Staff refused service because in their opinion the wrong tranquilization product had been used, citing “policy”. This could have been avoided had they communicated the specifics of their policy upfront. Taking my pet and my business elsewhere.

Rachquel was horrible didn’t listen to what we asked her to cut our dog.. clearly didn’t read what I paid for… go somewere else and save your time

From start to finish this appointment was messed up. Our dogs appointment was for 10 am. We got there at 9:30. I believe he was put back in a crate in another room for 1 1/2 hours before they even got to him. We finally were able to pick him up pretty close to 1 pm. Apparently, one of their groomers didn't show up..but had they given us a heads up..we would have left from home later rather then have him stuck somewhere with people he's not familiar with in a cage. His cut was good...I just think that he would have been better off hanging with us until they could get to him.

Absolutely disgusting the way they treat animals. They sell things animals should NOT have, as well as trying to sell anything they can with a pet; not knowing any information on care and recommending horrible products. This store should not be open. THEY NEGLECT ANIMALS.

I scheduled grooming online. This feature is a bit confusing and my dogs grooming wasn’t discussed with the staff. Turns out, there was no cut done on my dog and that was the reason for the appointment. These girls were young and I didn’t have the heart to complain to these young girls. I called the store at Epps bridge in Athens, and the lady there showed no empathy. She told me that they would refund my money(which hasn’t happened), and my dog is no longer welcome there. I explained that I buy dog food here regularly for her. The store didn’t care, and so I’ve decided to never do business with petsmart again. Well done lady, all you had to do is show empathy and offer a $30 haircut for my dog instead you have lost a customer for life!