PetSmart

I am writing this letter to file a formal complaint regarding a deeply upsetting experience I had at your PetSmart location in , Gainesville , Virginia].

I have been a loyal PetSmart customer for over two years, bringing my Samoyed dog every two weeks for grooming services, including a full wash, brush, and drying. Until this recent experience, I had always been satisfied with your service.

However, during my most recent visit to this new location, I encountered unprofessional and disrespectful behavior that left me not only shocked but deeply hurt.

After more than two and a half hours, I received a phone call from the staff informing me that they could not complete the service because my dog was aggressive and tried to bite them. This was highly surprising to me, as my dog has never exhibited such behavior in previous visits.

When I arrived to pick up my dog, I was shocked to find him soaking wetwater was dripping from his fur. Clearly, the grooming was not completed, and no effort had been made to dry him. When I politely asked why he was still wet, the manager on duty responded with an extremely rude and disrespectful tone, dismissing my concerns entirely.

The way she spoke to me was humiliating and completely unacceptable for any professional environment.

To make matters worse, my two young children were with me during this incident. They witnessed the way I was spoken to and were visibly frightened by the tension and disrespect. This experience has affected them emotionally, and I find it completely unacceptable that a trusted business would treat a paying customer in this manner.

This is not just about an incomplete serviceits about the violation of respect and dignity.

I take this very seriously and am considering filing a formal complaint with the Better Business Bureau and other consumer protection channels if this matter is not properly addressed.

I kindly request that this issue be investigated immediately. I expect an apology for the poor handling of this situation, as well as assurance that necessary action will be taken to prevent such behavior from occurring againtoward myself or any other customer.

Booked an appt for 12:30p 12/20/24. I was there at 12:15.

Dog ready at 5:30p (Ive never waited that long). Got home and noticed pieces of cut hair in the pony tail. It turns out , this B word mandy g of sea world store 1395 butchered my dogs top knot. Nothing about what I asked for required anything to be cut off even looking at it, I dont understand how it was cut that way.

Called the store, I got hung up on when I asked for her saying she fd my dogs top knot up. Drove there, manger on duty acted clueless but gave a refund. Grooming manger never called. Corporate told me that I got my refund so what else do I want.

How is it acceptable for a groomer to do whatever they want and still have a job. Ive since closed my account with pet smart.

Upon welcoming a new German Shepherd puppy, I spent $800 buying good products to welcome her into my home. The two items that I regret purchasing through you are the food bowls, which within a week were floating up higher and had metallic flakes in their food and water, and the second was the fairly expensive bed that I bought for her that was torn up in less than a few weeks.

That was kind of expensive. I want you to call me back and see how we're going to rectify this, or I will never spend another dime at PetSmart.

We have two cats, a dog, and fish. We really have no problem spending the money on our pets, but when it's an inferior product, that's kind of a problem.

Your store manager on Highway 19 Clearwater needs to be fired! I was shopping for a dog leash.

My dog was overly excited. I spanked him to calm him down. Your terrible store manager starts yelling at me to stop this in public or she will call the police! How could you hire a person who yells at a customer?

The most ridiculous service I have ever witnessed. I have had issues with her other times. She has a bad attitude and is very rude and embarrassing to customers. I will never shop at your store again.

I don't appreciate being treated that way, and she has no right to do that. Totally outrageous! I managed retail for 30 years. My company would have fired me on the spot for this ridiculous nonsense!

Customer service is #1 in any business; she needs to be let go immediately. Totally uncalled for any reason. How can you accept people like her?

She's ruining your business. No reason or room for this person to treat the public like this!

Everytime I call, the line keeps disconnecting me. Ive tried calling about a dozen times and the line disconnects every.

single. time.

This is ridiculous!

I was charged a shipping charge and should not have been. 1. My order was over $49.

2.

Im a rewards member (VIP)

Additionally, for over a month now, the Petsmart App. will not let me place in store or same day delivery orders. I have called into Customer Service regarding this issue however, it is still not resolved.

You all offer additional discounts and promotions for both In-Store online orders and Same Day delivery orders, yet I am unable to utilize this service.

Please fix asap.

I foster animals for our local shelter and need to be able to place online orders. Additionally, I am now a Volunteer for the Shelters non-profit and would very much like to order supplies for the shelter.

It would be quite a disappointment should I have to take my business to Petco, Chewy and/or Amazon because you all cant seem to offer timely and efficient customer service.

i've been bringing my dog to Petsmart grooming for the last two years since we got her as a puppy and never had an issue. then the last time that I brought her, I noticed that they didn't grind her nails.

I typically get the pedicure plus, which includes grinding, which I thought was weird, but whatever. the next time that I brought her in, which was about a month apart, they kept telling me that the grooming salon was closed or that they didn't have enough people, and that I needed to come back or wait in my car for a couple of hours until they could get someone in there. then I decided to reach out to customer service and call, and they told me that I was flagged for being behavioral due to safety reasons. I never was notified.

this has been going on for the last two weeks now, playing phone tag between the groomers, management, and customer service, and I have yet to have them reach out to me. I am beyond fed up, and on top of that, whatever they did to get her nails cut the last time absolutely traumatized her. she pulls away. she had an accident on the floor, so regardless of whether or not she was behavioral, they should have stopped in the middle of her grooming to tell me that she was unfit to be groomed instead of doing whatever they did to hold her down to get her nails cut.

now I have to deal with a traumatized dog, playing phone tag with terrible groomers, and no one will tell me what the *** is going on. I definitely do not recommend, which sucks because, again, like I said, I've been going to them for the last two years. I guess they will be losing my business as well. do not recommend.

do not go to Petsmart grooming. also, not to mention, they randomly close when online they have set hours. they're never open later than it seems like three or four o'clock. online, if I'm not mistaken, it says six or seven o'clock at night, which sucks because I work till 3 PM.

so the fact that I have to call every single time before I bring my dog in there to figure out if they're actually open or not is frustrating.

I hope corporate digs into this because something is going on, and I hope that if there's anybody else out there dealing with something like this, that they get looked into because ultimately we are advocates for our dogs, as they can't tell us what happened and what didn't happen. I will not keep myself quiet, and I will keep bringing this up.

Hello,

I brought my 3-year-old Shih Tzu named King in for grooming today at your PetSmart location (6275 University Dr NW, Suite 35, Huntsville, AL 35806). His appointment was at 12:30 PM, and he weighs around 20 pounds.

After the grooming, I noticed some redness and pink tissue around the inner corner of his eye (photo attached).

This wasn't there before the appointment. He doesn't seem to be in pain, but I'm concerned it could be a reaction to grooming products or from clippers near the eye.

Could someone please let me know if this might have happened during grooming or if I should follow up with a vet?

Thank you for your help

Yesterday, my daughter and I visited the Mokena store to purchase a Bug Eye goldfish because one of our two Bug Eye goldfish sadly passed away last night. We originally purchased both fish from your store two years ago.

I asked the manager, "Jose," for guidance on selecting the best-sized fish to replace the one we lost. After inquiring about our tank size (5 ½ gallons), he abruptly stated that he could not sell me a fish.
I was taken aback by his response and left wonderingwho is Jose to dictate who can and cannot purchase a fish? Since when does PetSmart impose such judgments on customers? His demeanor was both dismissive and unprofessional, leaving me feeling disrespected and frustrated.
I have been a loyal customer of PetSmart, trusting your store for pet supplies and livestock.

However, this experience has made me question whether I should continue shopping here.

I would appreciate an explanation of your store's policies regarding fish sales and whether Joses actions align with company guidelines. Additionally, I urge you to address how customer interactions are handled, as no paying customer should be treated this way.
I look forward to your prompt response.