PetSmart Reviews & Complaints

PetSmart reviews and complaints cover its retail stores, online orders, grooming salons, PetsHotel boarding, Doggie Day Camp, Treats Rewards accounts, returns, delivery and customer service. PetSmart is a major pet-products retailer with locations across the United States, Canada and Puerto Rico. Experiences can differ considerably by store, service department and employee, so reviews range from highly satisfied to highly dissatisfied.

The following figures were visible on August 28, 2026. Ratings and complaint totals can change as new submissions are posted.

Independent review platforms generally contain a self-selected sample of customers and may attract a higher proportion of unresolved complaints. Individual reviews are allegations or personal opinions unless independently verified.

Positive PetSmart reviews commonly mention:

• Product Selection: Stores carry pet food, treats, toys, beds, crates, aquariums, habitats, grooming products and supplies for dogs, cats, birds, fish, reptiles and small animals.
• Convenient Locations: Many customers value being able to purchase pet essentials locally instead of waiting for delivery.
• Helpful Employees: Positive reviews often describe employees who helped locate products, explained promotions or assisted with pet-care questions.
• Good Grooming Experiences: Some customers develop long-term relationships with individual groomers who understand their pet’s coat, temperament and physical needs.
• Pickup and Delivery Options: Online ordering, store pickup and same-day delivery can be useful when local inventory and order systems work correctly.
• Adoption Opportunities: Customers appreciate the ability to meet adoptable pets from local shelters and rescue organizations at participating stores.

Grooming Complaints

Grooming is one of the most location-dependent PetSmart services. Complaints describe inconsistent haircuts, longer-than-expected appointments, poor communication, unexpected charges, canceled appointments and concerns that handling instructions were not followed. More serious submissions allege cuts, nail injuries, skin irritation or distress following a service.

Other customers report positive experiences with professional and caring groomers. When comparing reviews, look for recent feedback about the exact salon and groomer rather than relying only on company-wide ratings.

PetsHotel and Doggie Day Camp Complaints

Complaints about boarding and day camp can involve communication, missing personal items, feeding or medication concerns, cleanliness, group-play supervision and a pet’s condition at pickup. Because services vary by location, confirm instructions directly with the PetsHotel involved and keep a written list of food, medication and belongings supplied at check-in.

Online Orders and Inventory Problems

Some customers report that an item appeared available online but was later canceled or unavailable at the selected store. Other complaints involve app or website errors, pending payment authorizations, incorrect products and difficulty obtaining a timely order update.

A canceled product should not be billed, and PetSmart states that Treats points redeemed on canceled items should return to the account within 24 hours. Check the order history before submitting the same order again, since repeated attempts can result in multiple temporary payment authorizations.

Delivery and Damaged-Product Complaints

Delivery complaints include delays, missing products, damaged packaging, incorrect items and packages left in unsuitable locations. The correct complaint route depends on who processed the delivery.

For damaged or defective purchases made through PetSmart.com or the PetSmart app, PetSmart directs customers to contact Customer Care within 30 days of delivery. If the purchase was made through a delivery provider’s app, PetSmart directs the customer to that provider’s customer service.

Pricing, Promotions and Rewards

Some reviews describe differences between shelf tags, online prices and register prices. Customers also report problems applying coupons, receiving Treats Rewards points or accessing an existing rewards account.

PetSmart publishes a Price Match Promise for qualifying identical, in-stock items sold directly by certain competitors. PetSmart also states that it will match eligible PetSmart.com prices for in-store purchases. Restrictions can apply, so show the current product page before completing the purchase.

Customer Service and Complaint Resolution

Customer-service complaints commonly involve difficulty reaching the correct department, promised callbacks that did not occur, inconsistent explanations and dissatisfaction with a local manager’s response. Customers may improve the escalation process by providing the store number, transaction or appointment date, receipt, case number and a specific requested resolution.

Under PetSmart’s current return policy:

• Receipts are generally valid for 60 days from the purchase date.
• Store purchases should be returned in their original packaging and in new or salable condition.
• The original payment method affects whether the refund is issued to the payment card, in cash or as a merchandise return card.
• Same-day delivery, store-pickup, delivery-provider and PetSmart service purchases may only be returned or addressed in a store.
• Mail returns require instructions and a return label from Customer Care.
• A return-shipping fee may be deducted, and original shipping charges are generally nonrefundable.
• Exchanges are not available by mail.
• Prescription medication, special orders and certain product categories may have additional restrictions.

Policies can change, so review the official terms before traveling to a store or mailing an item.

1. Contact the location involved: Ask for the store leader, salon leader, PetsHotel manager or appropriate service manager.
2. Explain the requested resolution: State whether you are requesting a refund, replacement, account correction, service review, written response or consideration of documented veterinary expenses.
3. Contact PetSmart Customer Care: Call 1-888-839-9638 or use the PetSmart Help Center.
4. Request a case number: Record the date, representative, department, promised response and follow-up date.
5. Keep supporting records: Save receipts, order confirmations, appointment details, service instructions, photographs, veterinary findings, return tracking and prior correspondence.
6. Escalate when necessary: If the local response is insufficient, ask Customer Care for supervisory or district-level review.

If a complaint involves grooming, boarding, Doggie Day Camp or another pet-handling service:

• Ask staff to stop the service if continuing may place the pet at risk.
• Retrieve the pet and speak with the service manager or store leader.
• Request that the appointment instructions, service notes and incident details be preserved.
• Photograph visible concerns when it is safe to do so.
• Obtain veterinary attention when appropriate.
• Keep the service invoice, veterinary report and related receipts.
• Contact Customer Care and request a documented service review.

PetSmart does not publish a separate nationwide complaint number for grooming or PetsHotel issues. Start with the location involved and then use the main Customer Care number.

PetSmart stores host adoptions through PetSmart Charities and local animal-welfare organizations. According to PetSmart Charities, adoptable animals at its centers come from local shelters and rescue groups.

The local adoption partner may control the application, approval, fee, veterinary records, return procedure and post-adoption support. For a complaint involving a particular animal or adoption decision, identify the organization listed on the adoption paperwork. PetSmart employees may not have authority to change the partner organization’s decision.

Many PetSmart stores contain a Banfield Pet Hospital, but Banfield is a separate company within Mars Veterinary Health. Complaints involving veterinary treatment, medical records, prescriptions, hospital billing or an Optimum Wellness Plan should normally be directed to Banfield rather than PetSmart Customer Care.

For additional headquarters information, ownership details and complaint-routing guidance, visit PetSmart Corporate Office on CorporateOfficeHeadquarters.com.

Customers may compare PetSmart with Petco, Chewy, Walmart, independent pet stores and local grooming or boarding providers. Consider:

• Local Service Reviews: Grooming and boarding quality may depend more on the specific location and employee than the national brand.
• Product Price and Availability: Compare the identical product, size, seller, delivery fee and Autoship terms rather than relying on a general price claim.
• Online Convenience: Online-only retailers may carry a broader selection, while physical stores can be more convenient for urgent pet supplies.
• Returns: Compare receipt requirements, shipping fees, prescription restrictions and return deadlines.
• Pet Care: For medical, grooming or boarding needs, verify qualifications, emergency procedures and which company is responsible for the service.

Have you shopped at PetSmart or used its grooming, training, PetsHotel, Doggie Day Camp, pickup or delivery services? Leave a review below and describe the store location, general service involved, approximate date, complaint route used and whether the issue was resolved.

Do not post an order number, case number, payment information, Treats account details, private contact information, unredacted receipt, veterinary record, adoption document or an employee’s personal information.

Use the ZeroStars rating scale to evaluate your PetSmart experience:

• 🔴 -5 Stars: Highly dissatisfied
• 🟠 0 Stars: Neutral or no significant impact
• 🟢 +5 Stars: Highly satisfied

Scroll down to leave a rating, review or complaint.

PetSmart combines pet-supply retail with grooming, training, boarding, day camp, adoption events and online ordering. Its broad selection and convenient locations are valuable to many customers, but independent reviews show recurring concerns involving grooming, boarding, order fulfillment, delivery, pricing and complaint resolution.

Before purchasing or booking a service, verify the local store’s terms, save relevant records and identify which company or organization is responsible. Reviews of the exact location and service generally provide more useful information than a company-wide score alone.

Updated August 28, 2026. Contact details, ratings, complaint totals and policies can change. Verify important information through the official company or responsible service provider.