PetSmartReviews of petsmart.com

I expected poor service after reading reviews, but PetSmart pleasantly surprised me. I noticed a discount on an item during the day, but when I went to order it that night, the discount was gone. I emailed customer service after hours, and they responded quickly to honor the discounted price. However, I ordered two of the same item and only one arrived. Because it shipped through a third-party vendor, I had to resolve the missing item issue on my own. That is the only reason I am deducting a star, as the initial customer service team was excellent.

*Edited review after customer service reached out and made right my concerns. Bumped up from 2 stars to 4. PetSmart gave me a gift card totalling the difference with a little extra for my troubles. My last order also arrived in perfect condition. Thanks PetSmart.* Every time I place an online order the cans arrive damaged, so I have to exchange many of them. My last order I signed up for autoship to get the discount and then cancelled the autoship as it says you can cancel at anytime. PetSmart then canceled my order before delivery with no explanation. When I called they said it was a supply issue - despite the items still being available online. After that the autoship discount was no longer available. When I called again they said they could just give me points and not the same initial discount. So the autoship “cancel at anytime time” would seem to be false advertising as they definitely did not follow through.

PetSmart is the one store where your dog truly feels like he/she is a member of the family!! My wife and 2 young daughters love to take Finster, our American Bulldog puppy to socialize with other dogs of all sizes, every Sunday. Finster gets excited when we pull into the strip mall that PetSmart is located in also!! It is a great opportunity for dogs of all sizes to "mingle". He also knows he is gonna get a toy of his choice to take home with him when we leave!! All of the staff are very friendly, and helpful if you have any questions you would like answered. It is truly a family experience when you walk through the automatic doors of PetSmart!!

We have our dog bathed and get the FURMINTOR PACKAGE and nail grinding & most of the time the associate does a good job -- sometimes the nail grinding is not complete. The FURMINATOR package helps with the shedding quite a bit...

I recently did an online order for pickup at my local store. The website itself was easy to navigate and I quickly found what I was looking for. They have a good variety available of the food that I buy for my dog. When I got to the store to pick up my order I could tell they were short stuff. It took a bit longer than I expected to actually get my items. It was annoying but I could tell it wasn't really their fault there was just a line of customers and hardly any employees. I will probably buy from them again especially if they have the lowest price available for what I'm looking for.

I placed an online order for pickup. When I arrived at the store I called and was transferred to the pickup department twice and no answer either time. I went inside and waited patiently in front of 2 employees who were standing right in front of me talking. Several minutes went by and after they finished their conversation they finally looked at me expectantly. I told them I had placed an online order for pickup and one employee looked at the other one and he pulled a cellphone out of his pocket, looked at it and did something to it. Turned it on? Increased the ringer volume? No way of knowing what. He finally found the order and handed it to me. I looked at it to check and make sure it was correct. It was all there plus an item that wasn't mine which I handed back to him. The guy who helped me was nice enough but first of all I should not have had to get out of my car and go inside for a pickup order. Second of all I should not have had to stand right in front of the 2 employees and wait 5 minutes for them to stop talking and finally help me. Reading the online reviews I was horrified to see so many 1 star reviews and noticed a very common theme. About 95-98% of them were related to either poor customer or employee service. PetSmart seems to be hiring people who either stopped looking for work when they got the job there and have poor work ethic overall. PetSmart should be doing better training of their employees. Quite frankly looking at all the negative reviews with no feedback from PetSmart I am surprised they are still in business.

Everything I buy seems to make it to my area of where I live precisely of the size and I seem to get the email of the date that it’s going to get here

I ordered treats online (buy one get one free) which was delivered by Doordash. My order arrived the same day & well before the scheduled time. I was very impressed with the service. The only downside would be that I neither heard the doorbell ring nor a knock on the door to notify me that my order had been delivered. I was in the house all day so not sure what happened?