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Petsmart

Customer Service Ratings and Comments

Petsmart is ranked #48 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 60.87 out of a possible 200. This score rates Petsmart customer service and customer support as Disappointing.

NEGATIVE Comments

8 Negative Comments out of 11 Total Comments is 72.73%.

POSITIVE Comments

3 Positive Comments out of 11 Total Comments is 27.27%.

Issue Resolution

Reachability

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • So while shopping in the local southern Oregon petsmart (there is only one) I saw their supposed dog trainer slap a dog with the end of the leash!!!! How is this promoting the well being of animals?? I have been bombarded EVERYTIME I walk in the door with my dog about the training classes and how great they are but the trainer is hitting the dog??? It won't be my dog !!!
    And by the way..The management did NOTHING!!

    concerned citizen 12/6/09 9:35PM

  • There is a dog groomer in South Elgin, IL named Nelson that should have been FIRED long ago, but because of THERE LONG PROCESS TO FIRE-he is still there causing havoc on people's lives there. He puts wrong notes in how the dog should be groomed on purpose to get certain peolpe in trouble, comes in hungover, tells them they are BOOKED, when in fact they have plenty of openings, comes in with multi colored hair-BELIEVE me the list goes on!!!! Something needs to be done-Doesn't look good for the PetSmart name & for those employees who work hard

    Anonymous 8/17/09 1:05PM

  • I took my 3 dogs in to Pets Mart to board for a week. I was gone 3 days when I got a phone call one of the dogs was sick and on the way to the emergency vet. No more than 15 minutes later I got a call from the vet saying the dog needed to be put down immediately. Temp was 105-106 and he was blue. Vet thought it was bloat, but some things didn't quite fit. Dog had been throwing up, dogs can't throw up with bloat. Dog had a extremely high fever, dogs don't get fever associated with bloat. Pets Mart said dog was fine an hour prior to the emergency. NO WAY! I have talked to 3 vets now as well as a number of well known dog breeders. None of them believe Pets Marts story. All concur severe heat stroke, and the neglegence of Pets Mart lead to my dogs death. This was a family member who had just turned 4 years old and have just been to my vet, he was a healty, strong and beautiful dog. There is no way he laid in a 3x5 dog kennel and got bloat. Pets Marts story just doesn't work. I called there coporate office in Phoenix. I was told someone would return my call in 3 to 5 days. Well don't hurry. I am seeking legal action with the help of vets and breeders. DON'T LET THIS HAPPEN TO YOUR LOVED ONES. NEVER NEVER BOARD YOUR DOGS AT PET'S MART!

    nanuk 8/9/09 9:27AM

  • Today I visited Pet Smart in Vancouver, WA. (192nd Ave) to my surprise my service was horrible. I had previously called and had an item put on hold for me with my name on it and it was to be left at register #1. Upon arriving at the store, it was busy, so after waiting in line for some time, the sales agent was not able to find my item. He then called for a manager, the manager, I believe her name was Serina? Anyway, she assured me that they would not hold my item in fact they do not even carry the item I was describing. I assured her that I talked with a sales agent and described our conversation, it continued to go bad, finally she assured my that I was wrong, asked if I had maybe called the wrong store, she acted put out but agreed to look a bit further for my item. She left and returned shortly with my item, my name was clearly written on the item, that was it, no apology, no excuse for her poor customer service, I paid and left feeling very unsatisfied. I do have a choice, Petco and Pet Smart are both near my home and after today's treatment I am questioning where I will go next. After I left I was still upset, so I decided to call the store to speak to the manager and to my surprise Serina answered and informed me that she was the manager. Wow, you can imagine my surprise, someone who is supposed to be a role model and a leader for others was the one who treated me so poorly. Times are tough and jobs are hard to come by, it is clear that Serina does not value her job or position.

    In the past I have always had good customer service, but today was clearly not one of those days.

    S. McGinnis
    Camas, WA

    Sandy 8/7/09 5:23PM

  • I must say that I like the array of items at Petsmart and the staff (no matter which location) is always quite friendly and helpful. I would like to give a special "kudos" to Tony at the Dysard Rd. location in Arizona.

    Tony was very professional, patient, and attentive in addressing my questions on several products. Unfortunately there is no customer feedback venue to provide positive feedback to the managers and senior staff members.

    When I tried to reach Tony's management, I was give poor response and met with rudeness. I can understand that we all have a "bad hair" day here and there, however that response made me not want to continue shopping there.

    I have worked customer service for quite some time and understand the woes of the business.

    Hopefully this particular location will train the management to show model customer service, patience and grace. In this instance, the young associate had a much better understanding of how to help and intereact with the public.

    Again, Kudos to young Tony for being a stellar employee!

    Dotherightthing 5/3/09 12:05PM

  • I have been a customer at the Monument, Co. PetSmart location. I have a large Dog, a Cat and a Guinea Pig. I am not a stranger to the store. Today I was in buying food, etc. I was looking for a type of collar that is required for a dog daycare in Monument. I received some blank looks from floor employees. I then asked the manager for some assistance, maybe he knew about the requirements. The response I got was along the line of I can not help you because it would be in conflict with the PetSmart dog day care. I did mention that the PetSmart dog day care is over 20 miles from my home and not an option. I experienced an unwillingness to service the community's pet needs due to competitiveness. I am likely to have my husband pickup, on the way home from work, all our animals food, etc at another chain store from now on, how is that for competitiveness.

    Stacey 4/15/09 2:44PM

  • I want to tell you what a horrible customer service experience we had at your location. We came and got our dog's shots there because they were cheaper than the vet. Now I know why. You have the cheapest brands of them all. My dog hag an allergic reaction to the shot and his head swelled up so bad, he almost stopeed breathing. Understand that that was not completely your fault. When we called you to ask what to do, it was 7:05 and the girl who answered the phone said that dept was closed. When we said what do we do it was an emergency, she said she did not know, and gave us some # to a vet in Portland???? They ended up hanging up on my husband. We had to take him to a emergency vet in Chesapeake. If my husband would not have acted quickly our dog would be dead and we would probaly be seeking legal action against you. We also had to eat an $140 emergency vet bill. Your field manager was supposed to call my husband and offer his apologies, but he wasn't even respectable enough to do that. I will never shop at Pet Smart again and will spread the word in this heavy populated Hampton Roads Community. Customer Service is the key to success and you have certainly failed in this instance.

    Anonymous 11/7/08 2:58AM

  • I recently went to have my dog groomed at a petsmart in indianapolis. When i went to pick him up they told me that they were unable to trim up his face because he would not sit still, yet they still charged me the same amount. I am not one to complain so i just let it go paid the amount and went back to get my dog. At first glance you could clearly see that he had been shaved down to the skin behind both of his ears down to his neck. Keep in mind i have a pomerian so his fur is very long and being shaved down to the skin shows. They did not trim any of his long fur on the back which i asked them to infact the only hair they did cut was the shave they did behind his ears. i talked to one of the employees about it and they told me that i needed to speak with the store manager and he would be in in 2 days. when i got him home i them noticed he kept scratching his ears when i looked at them they were very badly razor burned. at that point i wanted the issue resolved asap. i called the customer care line and they told me the store manager would contact me. he never did so i called him he told me that i needed to bring the dog in and he would look at him. He then proceeded to deny that my dog was razor burned and un even. mind u that he is shaved to the skin from ear to neck. and that they dont use razors on ear and neck area. I asked him then how did they cut to the skin. he said "look what do you want me to do." i said refund my money i just paid you 50.00. he said i dont think its uneven so i will give you 50% do you want it or not. So if you want my advice DO NOT GET YOUR DOG GROOMED AT PETSMART! they will injur your dog and then deny it.

    Anonymous 10/2/08 11:53AM

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  • Hello Petsmart managers. I don't know where to post positive comments for grooming, but I had a wonderful experience today with a California Petsmart groomer. Me and my family were on vacation in Thousand Oaks, California but live in Colorado Springs. To make a long story short, we took our dogs to the beach today and of course they got filthy! I didn't think the hotel would appreciate sand in the shower.... So, we packed up their shot records and took them to the Petsmart Groomer. Sadly my golden retriever, Caramel, has really bad hip dysplasia. So unfortunately, after a day frolicking at the beach, she was sore and uncomfortable. The groomer, a lady named Oralia, was super thoughtful and sweet to Caramel. She was overly kind and made every concession so tha my dog would be comfortable and pain free as she got groomed and clean. When we came to pick up our dogs, Oralia had her face burried in my papillon's fur loving on him. I should mention that Radar, our papillon, is not usually good with strangers, but he was quite comfortable with her. I could tell Oralia is a very special lady who truly loves grooming dogs. I wish she lived in Colorado Springs. If she did, we'd take our dogs to her every single time! She treated our babies like they were her babies. I hope Petsmart realizes what a valuable asset they have in an employee like her.

    Sincerely,
    A very satisfied customer!

    A very statisfied customer! 2/8/10 8:11PM

  • My name is Tom Schilte. I had some negative concerns about Petsmarts this week. However I want to change my comment. On Friday 12/11 I was shopping at Petsmarts with my dauchshund Peppie. I had a very bad diabetic attack in the store. I want to say your staff Brian, Sue, Linda, Michele and Denise came to my aid. Their was other employees too who helped. I can't remember their names. However 911 was called I had the best medical attention from the paramedics and the store. Michele and Sue took very good care of my dog. After the medics came they gave me isulin and IV I was much better. Your staff called my family to pick me up. I must say you have a good staff and I'm very happy to do my shopping at this store. I called today to say thankyou to Brian the store manager. This store has a special place in my heart and I always will remember that as long as I live. Thanks again Tom Schilte

    Anonymous 12/12/09 10:12PM

  • I have been visiting the 5950 Rodeo Drive pet smart in Mississauga on a regular basis to have my dog groomed. At first, I solely went to have my dog "Ribbons" well groomed once. We were lucky enough to have Angela available that day. She is so amazing with my dog and makes me feel so comfortable leaving my dog with her that we would never take Ribbons anywhere else. We would not even have anyone else groom her. What was a 1 time thing has turned into a monthly grooming. Angela has made the grooming experience a great one for me. I love that I know that Ribbons will be well taken care of each and every time. I felt that Petsmart needed to know (if they didn't already) what a great employee they have.

    Donna 12/19/08 1:56PM

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  • I have been a PetSmart groomer for over 5 years, worked in two different states and 5 different stores. And believe me I've seen some good and bad things that go on. First of all not all groomers are bad groomers. For example, some have a lack of communication when it comes to the groomer and pet parent relationship. When a dog comes in with mats behind the ears that are so tight they have been pulling on the skin for who knows how long. The skin will get red and irritated, shaving it off is a relief to the pet. Also the Pomeranian breed has a double coat that can get very thick if it is not properly kept up on. The undercoat will mat up so thick to the skin that it may have to be removed by being shaved down to the skin. Over excessive brushing to try to remove the undercoat has a high possibility of breaking the skin and causing severe brush burn. The skin has not been able to breath so therefore is irritated and dry. A lot of pet parents don't realize how important it is to keep your pet groomed on a regular basis for health reasons. I work with quite a few groomers that will educate the pet parent and let them know what they found and what they had to do. Also the groomer should always inform you your pet needs to be shaved before doing so. Granted I also work with groomers that aren't passionate about their work and don't care to do a very good job and do not take the time to talk to the pet parent. I'm not gonna lie, I work with some that WILL shave your dog and not tell you about it. I think that's wrong but what can you do? You are gonna find good and bad everywhere you go it's not just at PetSmart. My advice is talk to your groomer ask questions, you should be able to tell if you're comfortable with them taking care of your dog. My animals are my kids, so I wouldn't trust just anyone with them. I'm not saying what happened to your dog was this exact situation i presented, but I've seen this a lot over 5+ years. Take care of your animal and if you neglect their grooming needs, don't go blaming a groomer for doing your dog a favor and taking the cause of their pain and irritation away.

    Anonymous 4/17/09 3:51PM



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888-839-9638
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  Company News  
PetSmart Upgraded at Janney Montgomery Scott (PETM)
The stock has technical support in the $19-$20 price area. If the shares can rebound from today’s drop, we see overhead resistance around the $24 price ...
PetSmart Shares Tumble after Guidance...
The stock has technical support in the $19-$20 price area. If the shares can rebound from today's drop, we see overhead resistance around the $24 price ...
Petsmart Expands Pet Carousel Dog Product Recall
... Petsmart store for a complete refund or exchange. For additional information, visit PetsmartFacts.com or contact Petsmart customer service at 888-839-9638.