ComplaintsforPetSmart

• Initial Complaint

  11/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi, I have tried chatting with a few customer service **** but they don't seem able or willing to help.I need to track down any orders I placed in the year 2022- august 2023 from the address ***************************************************** I am not sure what email I used since I have ********** would be under **** *** **** ******** ***** or ****** I just need to track down orders between those dates of the whole year of 2022 and Jan- August 2023 I don't think this should be too difficult and I didn't create a account but ordered as a guest.Can someone please help me.thank you

  Business response

  11/08/2024

  Thank you for reaching out to PetSmart Corporate Care. 
  
  We appreciate the Pet Parent for sharing their feedback with us. We reviewed the transaction history associated with the information provided by the pet parent. We were able to find transactions in 2022 and 2023. We emailed the pet parent to confirm these were the correct transactions and sent those receipts to the pet parent.
  
  We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future.
  
  Sincerely, 
  
  *****
  PetSmart ***********************

• Initial Complaint

  11/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Really? I have to repeat this?I ordered PetSmart offer Buy One Get ONe 50% off. 4 days after placing order, I get email saying order cancelled, no explanation. I call to see if raincheck available - no.I tried filling out their contact us/complaint form - once filled out, it takes you to a page that no longer works.Can't leave a review on Google.Beginning to wonder if this is a bait and switch tactic when buying their products.Not happy

  Business response

  11/07/2024

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with their online order and apologize for any inconvenience this may have caused. We forwarded this concern to our Online Orders team for assistance, who was able to connect with the Pet Parent to address their concerns. 
  
  We extended, and the PP accepted, a $20 eGift card as a show of good faith for the inconvenience the Pet Parent experienced.
  
  We appreciate the Pet Parents patience and understanding while we worked to resolve their concerns.  At PetSmart, we are committed to providing exceptional customer service and ensuring every Pet Parents satisfaction. We thank the Pet Parent again for choosing PetSmart, and hope to serve them again in the future!

  Customer response

  11/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution satisfactory to me.  The business has performed this action and I consider this complaint resolved.

  Thank you PetSmart for your quick action and BBB for your help.
  
  Regards,
  
  Sierra *******
  
   

  
  

• Initial Complaint

  11/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 18, I ordered a Freezbone from PetSmarts online store, assuming it would arrive the following week based on the shipping information on their website. PetSmart's policy states that standard delivery takes 2-4 days unless the item is special order or shipped to a PO Box. Neither of these conditions apply to my order.On October 22, I received an email stating a shipping label had been created, but the status never progressed beyond this. On October 23, I called PetSmart's customer service, hoping for clarification or assistance. Unfortunately, the representative was unhelpful, offering no solution other than a coupon. They also informed me that standard delivery can take up to 6 dayscontradicting the website ***************** is November 1st, and the tracking information remains unchanged, still reading "label created." At this point, I have purchased the item elsewhere to fulfill my need, and I am requesting a full refund, including shipping fees, for the item that has never delivered.

  Business response

  11/04/2024

  Thank you for reaching out to PetSmart Corporate Care. 
  
  We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to our ************* Leadership for assistance. We emailed the Pet Parent about their concerns.
  
  We extended a refund and 2k in treats points for the incovience.
  
  We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future.
  
  Sincerely, 
  
  *****
  PetSmart Corporate *************

• Initial Complaint

  10/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When checking in your pet for grooming services, PetSmart (******************************************************************) requires pet owners to initial several times and sign twice a single piece of paper which is VERY small font. The font was impossible for me to read and I requested a copy of the signed document. I was refused a copy of the document which they required me to sign. The manager on duty stated that his manager was on vacation for the next week and he needed to ask him if he could allow me to have a copy. However the manager on duty thought this was a legal document meant to protect PetSmart and they did not want customers to read, understand or have a copy of what they signed. This seems like a illegal business practice in the state of ******. Please help hold this corporation accountable.

  Business response

  11/08/2024

  Thank you for reaching out to PetSmart Corporate Care.
  
  We really appreciate the Pet Parent for sharing their feedback with us. We have forwarded this concern to our District Leader for assistance. On November 1, 2024, we spoke with the Pet Parent to inform her that we have sent the details along and that someone would be reaching out to her.
  
  On November 6, 2024, the District Leader attempted to follow up with the Pet Parent at ************ but was unsuccessful. The District Leader left his contact information and requested that she reach out to us. Once the Pet Parent contacts us, we will be more than happy to speak with her.
  
  We appreciate your patience and understanding as we work to resolve these concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring the satisfaction of our ************************************************************************************************************* Team 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have two gift cards for Petsmart that do not work online or on their app. They have confirmed that the gift cards are valid and have a balance. The gift cards are older and have a 19 digit number while their website and app only accept gift cards with a 16 digit number. I've tried calling and emailing and they keep saying that they will get back to me but no one ever does. I'm just looking to get my money back but I cannot receive a response.

  Business response

  11/04/2024

  Thank you for reaching out to PetSmart Corporate Care. 
  
  We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to our ************* Leadership for assistance. On 10/30, we spoke with the Pet Parent about their concerns.
  
  We extended and the PP accepted a new e-Gift Card to replace the one that wasnt working.
  
  We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future.
  
  Sincerely, 
  
  *****
  PetSmart Corporate *************

  Customer response

  11/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order At 10 oclock on a Monday morning, I paid a tip for same-day delivery. I was prompted to pick a delivery window During checkout, which I did For the same day between 3 and 6 PM. I am now outside the timeframe and my order is still processing. I called PetSmart to inquire about my order and was told that same-day delivery means within 24 hours. When I explained that not only does same-day delivery infer same business day, but I am prompted to and did choose a delivery window, which is not being honored. The representative on the line, although using a customer service tone proceeded to speak right through and over me and told me that if I did not like the way, they did things I was more than welcome to go to the store. I am a disabled person, going to the store is not always an option for me and I find it quite rude And belittling that she would say such a thing. I paid for a service and I didnt receive it, I expected an apology not an insult.

  Business response

  11/04/2024

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible and are sorry to hear about the poor experience this Pet Parent had with their delivery.
  We have partnered with our team that handles online orders and was able to confirm that a refund for the DoorDash tip was issued back to the Pet Parent. As a courtesy for the inconvenience this Pet Parent encountered, we have also issued a 20% refund of their order total back to them as well. We apologize for any disappointment this experience has caused. PetSmart values input from our Pet Parents and we hope to continue improving the overall experience.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/17 I purchased ***** of merchandise with the intent of using a coupon sent to me directly by PetSmart. I intentionally purchased over $40 to use the coupon. I was told at the store (********************************) that I could not use the coupon because I had "two" accounts which was news to me as I shop here regularly. They insisted I had to call the ****************I called the *************** the same day - they said I did indeed have two accounts. Initially they said they were going to mrege them and then said that was not possible. They offered no resolution and said I needed to return to the store. I requested an escalation - a call back was promised and never received.I am seeking: 1) $17.66 which is 30% of the $***** purchase price and 2) reconciliation of my account issues as this could happen again.

  Business response

  10/23/2024

  Thank you for reaching out to PetSmart Corporate Care. 
  
  We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to our ************* Leadership for assistance. We spoke with the Pet Parent about their concerns and are working on having the accounts merged. 
  
  We extended and the PP accepted $20 e-Gift Card appeasement.
  
  We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future.
  
  Sincerely, 
  
  *****
  PetSmart Corporate *************

  Customer response

  10/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  They performed this action and I consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to have my dog groomed at ************ location once i arrived I was told my dog is an English bulldog or at least looks like one so that what they're going to put down, I told the groomer he is not an English but in fact a Victorian she disagreed and said she doesn't have time right now and if I want his breed changed I have to talk to a manager to do it, but she said come back in an hour or so at that time when I left it was 9:14 am. I got back there at 10:21 am when I first got there I waited to walk in due to another dog being in there and I could be the girl go speak with the original groomer then that girl walked out the salon past me and I walked in the original girl I spoke to didn't speak to me another groomer did I told her I was there for an appt, she said well we canceled the appt, I asked her why she said it was at 10, then the girl who walked out and another person both walked in while I was talking and the first then the new person says is this isn't going to work for us my husband says *** what is the issue they say it isn't *** and get smart saying they aren't doing our service. I asked why and asked who the manager was they wouldn't tell me then the person says me then I go to get their business cards which are right on top of the desk and that person snatched the cards back and tells us to leave I then said to the original girl who walked out you just didn't want to wash him and I walked out then that supposedly manager walks behind me as I'm walking out and yells your banned from this store. This was very embarrassing, and I don't know if it's a race thing or what, but this was an uncomfortable feeling from when I first arrived and I'm pregnant dealing with all of this. And if the person was truly not a male, then we apologize but that is now how we perceived them by their voice and manners. But at the end of the day, I had an appointment scheduled for a week and super excited to have out dog serviced this was an eye-opening experience.

  Business response

  10/21/2024

  We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible and are sorry to hear about the poor experience this Pet Parent had during their recent grooming salon visit.  We have partnered with our Store Leaders on this Pet Parent's concerns who was able to connect with the Pet Parent to address their concerns.  Due to the limitations of our system, which does not have certain rare breeds listed, such as the Victorian Bulldog, we categorize pets based on the breed they most resemble.  In this particular case, the Pet Parent's dog most closely resembled an English Bulldog.  
  As both English and Victorian Bulldogs are Brachycephalic pets, they require special handling and are booked under an express service to ensure the bather can give their full attention to the pet for the entirety of the  appointment.  Because this pet's appointment was booked as an express service, it is important that the Pet Parent arrives at the scheduled time to allow for this focused care.  Due to the late arrival, we were unable to groom their pet as planned that day.  PetSmart values input from our Pet Parent's and we hope to continue improving the overall experience.

  Customer response

  10/24/2024

  this is what actually occurred The groomer argued with me about what my dog actually was. She tried to tell me my dog was in fact in English bulldog, which was not the case once we got past that, she said we were going to book it for an express service and told me to come back in about an hour at that point it was already 915  so I said I would come back in an hour when I came back it was 1021 when I walked in because I had to wait a couple minutes because they already had a dog in the waiting area after being rude and discussing amongst themselves they comment and tell me while we canceled your appointment. It was booked for 10 oclock and I proceeded to ask why would you book it for 10 and tell me to come back in an hour when that is not an hour that wouldve been 45 minutes, someone else comes up to me and tells me we cant help you you need to leave and so many words they were very rude. They snatched back the business cards because I said I wanted to file a complaint. This is what Im saying you want to respond and make it seem like you know what you were late for your appointment what happened? Absolutely not what occurred. I filed the complaint just because I felt it was not right what I had to go Through  and I feel like people should take accountability that same day. I actually called and spoke with the store leader and I called and left a message the other day, but I had already spoken with her to let her know what she agreed that that should have happened and had I been given proper time maybe this would not have occurred  people there in the salon that day were very rude. I am not one to just throw race out there because theres a lot of factors that could have been at play but it sure seems like if the color my skin was differently. I wouldve been treated a lot different and I think it is ridiculous to be yelled at in the store and you are banned from PetSmart Hopefully, you can address this with your employees and its not just swept under a rug

   

  Business response

  10/25/2024

  We have shared the **********'s additional comments with our leadership teams and want to assure the Pet Parent that coaching and feedback has been given to those involved.
  At PetSmart, one of our core values is being United Together. We promote belonging and inclusiveness where all individuals can excel. We have investigated the matter with the appropriate parties.  While we do not share the details of the actions we take out of respect for the privacy of all involved, please know that we have heard and appreciate the Pet Parent's feedback. 

  Customer response

  10/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

   

  while I do not agree with the business actions and the specific actions of this salon leader who was completely out of line and to be honest racist acting my hope is they learned a ****** to treat everyone fairly and not ever to put a customer in a position where they feel threatened. Hopefully your words are true and the person was disciplined correctly and can grow from their actions. Thank you for your time.
  
  Regards,
  
  ********* *****
  
   

  
  

• Initial Complaint

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  About 2 years ago I lost my dog. I notified PetSmart to cancel the insurance for both my dogs. Shortly after I received a call from PetSmart trying to schedule an appt for the dog that was expired. I notified them again to not call about this dog and to cancel all insurance on file. I was assured it would be done. A few months later I received a call to collect monthly insurance cost that was lapsed. I spoke to the person and explained the situation and was told that they will rectify the situation and reverse the charges. They would call me back with any issues. This was about a year and half ago. I never heard back. No mail no calls so I assumed it was resolved. Yesterday I was notified that my credit has been hit for not paying PetSmart the amount of $600+. This has damaged my credit. There is no reason for them to charge or send this to collection agency. They were notified multiple times. I do want my credit to be restored. I dont want them to do this to anyone else.

  Business response

  10/18/2024

  We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with ******** and would like to express our sincere condolences on the loss of their pet.
  
  Due to Banfield being a separate company from PetSmart, we are unable to further assist with the reported issue. We forwarded this concern to the ************* team for further assistance.  We were also able to connect with the Pet Parent and relayed BanfieldCares contact information so the Pet Parent can receive further assistance. 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company Advertises online ordering with "in stock" items, pick up items, or "deliver today" items- knowing an item was not in stock in the store, I paid extra shipping charges to have this item shipped direct. When I inquired as to why the item hadn't shipped, I was told that the "local store" did not have it in stock, which was correct- and why I paid for direct shipping. I at first thought it was a site error, and reordered. The second time I contacted the customer service who stated it must be a site error as the "local store" did not have it in stock and I would have to wait until that local store received it in stock and then for that store to then deliver it. I told them that the item was showing in stock online and that I paid for "shipping". I was instructed to cancel that order and then replace this a third time. Today, I'm being told that the "local store" does not have it in stock and I must wait again until they get this item in stock to get this item, while being charged extra for "direct shipping" and the website indicating that it is in stock. This is not only false advertising, but charging additional for a service that simply isn't happening

  Business response

  10/21/2024

  Thank you for contacting PetSmart Corporate Care.
  
  We appreciate the feedback from the Pet Parent. We apologize for their poor experience with our online ordering system and any inconvenience it may have caused. We have forwarded this concern to our Intouch team for assistance, who has connected with the Pet Parent to address their concerns.
  
  We have extended a $20.00 gift card to the Pet Parent for the system errors and the interaction with the agent they spoke with.
  
  We appreciate the Pet Parent's patience and understanding while we worked to resolve their concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring every Pet Parent's satisfaction. We thank the Pet Parent again for choosing PetSmart and hope to serve them again in the future!
  
  Sincerely,

   

   

  PetSmart Corporate Customer Care Team 

  Customer response

  10/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ******
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩