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Reviews Pet Shop, Pet Supplies Petsmart

Petsmart Reviews (599)

The women's bathroom in the Petsmart in Tukwila is deplorable. We have made many complaints to the local managers and nothing has been done for over a year.

-the handicapp stall toilet rocks back and forth- I beleive this goes against ADA regulations.

-the stall structure itself is broken and does not provide any privacy or safety

-you can see right into the stall from the outside

-the stall was being held together by zip ties. This has since been broken and destabilized

-The smell in the bathroom that appeared after the mainline broke has been addressed with air fresheners. This gets worse when aforementioned toilet that rocks backs up.

-I have pictures to document the structure.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Dear [redacted],

Thank you for your response to our Revdex.com correspondence. We understand the offer extended by Petsmart for a veterinary check-up was for the purpose of addressing the injuries our dog, [redacted], sustained while under your charge in doggie day care. It should also be noted that when we declined the offer at that time we were further informed that we would be able to redeem the offer for a complimentary veterinary visit at a later time. We gave your company the opportunity to honor that arrangement numerous times, albeit unsuccessfully for reasons on Petsmart's behalf. Unfortunately, the time has passed for your company to make amends by honoring your prior promise. At this time, a full refund of $125, the cost of our pet's stay at doggie day camp, will be the only course of action acceptable to reach an amicable resolution. We seek a full refund for the following reasons:

1. The injuries sustained by our pet during the time he was under the charge of Petsmart.

2. The lack of notification given to us about the obvious injuries suffered by our pet or of the altercation that led to those injuries, either verbally or through the formal "doggie report card."

3. Our pet being kept in a kennel during the time he was supposed to enjoying the benefits of being outside a his cage (an extra service we paid for outside of the normal cost for boarding), which was made obvious during the time we picked our pet up and he was not seen in the open play area on the closed-circuit television provided in the lobby area of the pet hotel.

4. The empty promises made by your company in regards to honoring a complimentary veterinary check-up, a goodwill gesture of customer service for Petsmart's negligence during the care of our pet.

5. The general lack of customer service in response to our complaint, and for the frustration and aggravation caused by this process.

It amazes me that not once has a representative attempted to contact us to work towards an agreeable resolution after our complaint was submitted to the Revdex.com. I hope the next response made by your company will do more to address the entire gamut of our concerns. Please be advised, should Petsmart not be agreeable to a full refund of $125, we will escalate this issue by filing a formal complaint with The [redacted]. We look forward to speaking with you. 

Regards,

Hello,

 

I was sorry to hear that [redacted] was not feeling well after staying with us at the Hotel.  As per the Master Boarding Agreement you signed, Pet Parents are responsible for the vet bills if your dog gets kennel cough.   I can  tell you [redacted] was given lots of love and attention while she was here and she had a blast in camp with all her friends.   However, as we discussed on 9/2/14, because we value you as a customer and would like to see [redacted] come back and stay with us again I did refund part of her stay with us.  I refunded 2 nights and 2 days of daycamps which came to $121.66 after tax. 

 

If you have any further questions please feel free to contact the hotel.

 

 

 

PetsHotel Manager

Dear [redacted],

Thank you for reaching out.  I have confirmed wtih our marketing department that PetSmart does sell our customer's information and does not do outbound marketing/solicitation calls.  We do feel bad that you believed us to be at fault and will send a $25...

gift card for the inconvenience.

Thank you

Jessica

Thank you for contacting PetSmart.  I am sorry to hear about your experience.  I have been in contact with our field management team.  They were able to locate your transaction and I have fowarded that to the store who can assist you with a return or...

exchange.

Sincerely,

Jessica

Dear Ms [redacted]

thank you for contacting PetSmart.   I was sorry to hear the coupons were not sent tmely.  I have asked the pet perks department to send 4this week and 9 next week when they get their new coupons.

sincerely 

Hello [redacted],Thank you for reaching out to PetSmart.  We would like to evaluate and review the vet records for Wookie in order to further address your request. Please fax the vet records to our Pet Safety team at ###-###-####.Sincerely,[redacted]

I took my [redacted] to the Petsmart grooming salon in July for her usual haircut/nail trim. While there, she suffered a severed hip ligament and dislocated right rear leg. Initial repair & therapy of the hip was unsuccessful and surgery was then required. The ER hospital doctor said she will have at best 70-80% mobility. Today she is still suffering and is very limited to where and how long she can walk. Although, Petsmart has agreed to pay for all medical bills as they occur, they are still not without fault. The dog was obviously manhandled by the groomer! The examining doctor in the ER believes brute force was involved. Today, the groomer is still employed at Petsmart.

I received an email offering me a great deal on dog treats. I ordered the treats on July 11 and waited. I went into my local store on July 25 to see if my order was in even if they had not contacted me. The clerk checked and nothing had been received. I couldn't find an order number online to trace the order or enquire about it. So I left for 10 day on holidays on July 28th without getting a notice. Surprise on July 31 I receive a email my order is in finally and I finally have a order number. Too bad I'm not back in town till the 8th. I was advised to contact the store and see if they would hold the order longer than the 5 days indicated on your website. Thought I had time to contact the store but on Aug. 2nd I received a email telling me my order was cancelled. Told it was cancelled because the item had not been picked up for 10 days?? If it was only in on the 31st how is Aug. 2nd 10 days. I could've picked it up August 8th. Told I could reorder if I still wanted them. Nope not reordering and tired of the BS.. Wanted these treats for my trip. Nowhere on your site does it say how long shipping is but I thought 14 days was enough not 20.

Dear [redacted],

Thank you for contacting PetSmart regarding your grooming experience.  I have spoken with our field managemetn team who has let me know that they were able to speak to you today about [redacted]'s visits to our salon.  Grooming can be a stressful event for dogs, our salon has...

tried 3 separate, experienced groomers who have found it difficult to groom [redacted]. Unfortunately, for [redacted]'s safety as well as the safety of our groomers we will no longer be able to groom [redacted] in our salon.

Sincerely,

Dear Ms. S[redacted],

    We are sorry that C[redacted] sustained an injury while visiting our salon and hope that he is doing much better.  In reviewing your...

matter, we found that we have paid all received veterinarian invoices to date related to  his injury.  This included payment for the removal of C[redacted]’s stitches as well as several follow up visits.  Our number one focus is the safety of your pet while in our care.  Although we did not find that C[redacted]’s injury resulted from any wrongdoing by our associates, as an act of goodwill for a valued customer, we accepted financial responsibility for C[redacted]’s vet bills.  We hope that this fully  addresses your concerns.

If you have any additional concerns, please contact the store and ask for the District Leader, Jessica S[redacted].

Thank you,Lane J[redacted]

Mark F[redacted],PetSmart Store Manager #[redacted], Thank you for your message and expression of sympathy. According to Cody and others, Rudy started vomiting the previous evening (10/27/2015). I received exactly one call from PetSmart to my cell phone – my emergency contact – on October 28, from Cody, who told me “Mr Rudy is no longer with us.”  As I was out of the country, I called Rudy’s vet, Dr Barbara R[redacted] of [redacted], who contacted PetSmart for me. She confirmed Rudy’s death and that the necropsy would be done by [redacted] who are called in on such cases. For some reason, [redacted] performed the necropsy. When we left Rudy at PetSmart, he was fine. He started vomiting the day before his death, and I feel that if he had been treated promptly he would still be with us. This was my wife’s pet, and his untimely loss affected us deeply. We had left him there many times previously, so we trusted PetSmart to respond correctly to any emergency. As in my original complaint, I ask that PetSmart reimburse us for the loss of our pet so that we can move on. Of course, we can never replace Rudy – he was a special pet, very gentle, and loved by all that met him. Sincerely,John M[redacted]

Dear Ms. [redacted],Thank you for contacting PetSmart.  We were sorry to hear about your dog, Finn and hope that he is on the road to a speedy recovery.  I have been in contact with our pet safety team who has told me that they have mailed you a check for the vet...

costs.Sincerely,[redacted]

Dear Ms [redacted],Thank you for contacting PetSmart.  I was sorry to hear about your experience in our salon.  Unfortunately during our attempt to clip Raven's nails, she did bite our groomer, who did need to seek medical treatment for the bite.  As a result the groomer was seen...

at the urgent care.  My understanding is that urgent care did report the dog bite.  We will not be able to reimburse the costs of the quarantine.Sincerely,[redacted]

Dear [redacted]We are extremely sorry for your experience.  We take matters like this seriously and will conduct an immediate investigation to your claim.  Can you please let us know which [redacted] location this occurred so we can follow up? [redacted] from our Pet Safety team has...

reached out to you for more details. He can be reached at [redacted]Sincerely, [redacted]

Dear Ms. [redacted],Thank you for contacting PetSmart.  I was sorry to hear about your experience with our Whisker City product.  We have forwarded your information to our product specialist [redacted] who has assured me she has reached out to you regarding your experience.  We...

are currently in the process of locating your receipt and will contact you via phone or email to assist you further.Thank you,[redacted]

I'm livid right now. I've been keeping fish for over seven years, and hardly had to deal with disease. After buying fish from petsmart, my favorite fish is now dying from two diseases that I discovered entered my tank due to recently purchasing fish from petsmart. My fish is now literally rotting in front of my eyes, because petsmart sells sick fish. I was there the other day, and there were three fish that were obviously DEAD in their tank for more than a day because they were completely molded over, and they were being kept with two live fish. Despicable company with literally no standards when it comes to caring for their animals.

Dear [redacted],Thank you for contacting PetSmart.  I was sorry to hear about your experience.  Our store has attempted to reach out to you a couple of times and has left a message.  We would like to speak to you about this situation, please reach out to our store at your...

earliest convenience at [redacted].Sincerely,[redacted]

Dear Ms. [redacted],

Thank you for contacting PetSmart regarding your dog [redacted]'s reservation at our PetsHotel.  I was able to look into this with our field team and researched the visit history in our system.  Unfortunately, our records show a history of difficulty with...

[redacted].  For his safety as well as the safety of our associates we will no longer be able to accommodate [redacted] at our PetsHotel or Salon. 

Sincerely,

Ms. S[redacted],

We have responded via your email you provided Jessica S[redacted] on 1/22/2016 in regards to the settlement discussed between the two parties. The email we have for you is [redacted] as this is where the agreement was sent on 2/4/2016 but have not heard a response as of today, 2/17/2016. I will resend the agreement to this email address today.

Thank you,

Lane J[redacted]

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Description: PET GROOMING

Address: 8500 N Evanston Ave, Kansas City, Missouri, United States, 64157-1226

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