PetSmart (www.petsmart.com) has a 1.3 out of 5 rating on OK.one, based on 62 user reviews collected here. It is listed under Animals & Pets and its reputation is poor. 89% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews. Last updated 2026-08-10.
On August 3rd, 2026, I went to the PetSmart in Orillia. I took my dog for a self-service dog wash. When I arrived, the grooming staff were very rude. They didn't charge me and told me they were too busy to take my payment. I bathed my dog and asked for towels to dry him. One of the grooming staff members was very rude and told me they didn't have any towels and that I should either take my dog back wet or use the dryer they had there. I took off an extra shirt I had brought and dried my dog with it. I paid for the service, and while my dog was still wet, I approached the people who were ringing up the store's products and asked why they didn't have towels for the self-service dog wash. They told me they did have towels. I realized that the grooming staff had been mean to me by not giving me towels, as this was the second time it had happened. The previous time, I left my dog wet and went out to buy some. I brought towels to dry him, but one of the girls took them and threw them in the tub… I want to mention these incidents because I'm Hispanic, and I've noticed that the staff at that store are racist… I understand their narrow-mindedness in being racist, but I don't understand the level of evil and perversity they harbor in their minds and souls to take out their racism on my dog… He can't defend himself and he can't speak 😢😢😢😢…. People like that shouldn't and can't work with animals. I wouldn't have the heart to let a dog leave wet after a bath. They are evil, perverse, and vindictive…. Now I'm afraid to go back there to bathe my dog because they might put something in the shampoo or the water… Evil people, be careful with your dogs. Today it was me, tomorrow it could be one of you
During my short time of employment here at the Dove Creek PetSmart (Store #2708) I have witnessed and heard of many unprofessional things between DeeDee the store manager, and several associates. For example, I became a Process Lead very quickly and I am grateful to have had the opportunity to do so! However, DeeDee did not give me proper training and I was learning things later rather than sooner. Because of this, I was getting spoken to as if I am stupid or just with attitude that truly was not needed on multiple occassions. Then I find out later on that she was mocking me and questioning if I "knew my job title" to other associates. Clearly, I did not know my full job description, I was not properly or efficiently trained. DeeDee also would spread gossip in a way to make other people dislike another person, especially if she did not like them. I have also heard of DeeDee having an innapropriate relationship with a regular associate before times of my employment and this was told to me by multiple other associates. When I brought up another coworker making me feel uncomfortable and unneedingly handsy, I was told to "learn to get used to it." There have been multiple times I put in my input/thoughts on how I feel towards a situation, it isnt taken seriously and nothing is done. Usually if there is a particular person that is more knowledgeable, she will side with that person simply because theyre of more use and probably wouldnt wanna let that person go. I have also heard a few times with my own ears, DeeDee speaking to another coworker in an absolutely disgusting manner. One of my biggest issues is keeping up with Pet Care! Multiple times I had asked if I could/should start deep cleans, tank maintenance etc and her only concern was truck. Which I understand product needing to be put out and unloaded in a timely manner but a lot of the times the pet care standards dropped terribly and she would become frustrated towards me and others about "truck not getting done" or "its either truck or register". I remember for most of the week, a few times, several tanks had severe algae buildup and several dead fish in tanks. Many employees were not properly trained for caring for the pets either. In other cases, people from the grooming salon couldnt make complaints about another without DeeDee telling whoever the complaint was about! With that, if they complained about her behavior she would state that "nothing would happen because she knows people on HR". Which of course, only makes things worse. Another time recently, DeeDee told another manager that she was going to help another store, however when she came back she told said person "Sorry I ended up going home and taking a nap". During showing DeeDee a specific cat in the lovely adoptions center, she was nipped by the cat. He was not aggressive, just very shy and was being taught how to go about him (opening and closing procedures for feeding and cleaning). Because of this, DeeDee said if the foster werent there, she would have thrown the cat and didnt want anyone to go inside the adoption room (playroom). She only wanted us to slide the bowls in, meaning we'd have to make a mess with the bowls/ potentially have water or food spilled which is a hazard! She also has retaliated on a groomer by not scheduling her and telling her "she will schedule her when she sees fit". DeeDee also speaks to a few employees outside of work, there is a known groupchat. There have also been plenty of times shes spoken about sexual encounters to other employees in the past. Previous employees have also been in and stated they themselves are unsure how she is still a general manager considering the amount of things she has done. However most people dont report them but I feel the quality of the store would overall be better with a general manager that fully understands her position and follows the proper rules.
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Coastal美国 · 2 reviews · Experienced 2026-07-30 ·
★★★★★
Beware of PETSMART GROOMING @ Petsmart, Spanish Fort, AL
Very concerned that my dog was mistreated at this location with the unwarranted “gouged SHEER job” and her continued demeanor since we picked her up from this groomer. If you could see the before and after photos of our dog, you would be BEYOND SHOCKED! We overheard they were short staffed when we dropped her off and the scheduled groomer hadn’t arrived for work at the time of the appointment. The manager(?) completely blew off our instructions for our young dogs cut. In making the online appointment and again when we dropped her off, our dog only needed to be trimmed a certain length with clippers. Instead she was aggressively SHEERED to the skin and “raw” in places after being gouged all over. Neither the groomer nor manager were anywhere to be found when we picked her up looking and acting like she was. Who is accountable at this location? This place absolutely IS what other reviewers say it is. DOG OWNERS BE WARNED. We are shocked and WELL BEYOND angry!!!!!!
I have been taking my dog, Chloe, to the PetSmart grooming salon at this location for over two years, and she has always been groomed by Desai. From her very first appointment, I was always happy with the quality of the grooming and never had any concerns.
During our last visit in March, there was unfortunately an accident. After bringing Chloe home, I noticed her toes were bleeding. I immediately called the salon, and Desai asked me to bring her back so she could apply a powder to stop the bleeding. The following day, I also noticed a cut on Chloe's ear that had formed a clot. I called again to let them know, and I was told it should heal on its own. They apologized and offered me a 25% discount on Chloe's next grooming appointment.
At no point did I make a big issue out of what happened because I understand that accidents can happen, especially when working with animals. I appreciated the apology, accepted that mistakes happen, and fully intended to continue bringing Chloe there.
Four months later, when I tried to schedule Chloe's next appointment online, the website gave me an error instructing me to call the salon instead. When I called, the groomers told me they weren't sure why but that they could no longer groom my dog. After speaking with the manager, I was told it was because Chloe had "conflicts with multiple groomers." This was both shocking and untrue, considering Chloe had been groomed by the same groomer for over two years and had never had issues before.
What is most disappointing isn't the accident itself, it's how the situation was handled afterward. Instead of taking responsibility for the injuries Chloe sustained while in their care, the salon chose to shift the blame onto my dog and refuse future service. Rather than having an honest conversation, they created a narrative that made it seem as though Chloe was the problem.
For a large company like PetSmart, I expected much more professionalism, accountability, and integrity. Loyal customers who have trusted you with their pets for years deserve honesty and respect, not excuses or blame. It feels incredibly unfair that after standing by them and understanding that accidents happen, I was ultimately punished for something that wasn't my dog's fault.
This experience completely changed my opinion of this location. The accident could have been forgiven, but the lack of accountability and the way I was treated afterward cannot. I hope PetSmart takes situations like this more seriously and ensures that long-time customers are treated with the fairness, transparency, and respect they deserve.
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MB美国 · 13 reviews · Experienced 2026-06-28 ·
★★★★★
Boycott PetSmart until they stop having…
Boycott PetSmart until they stop having products manufactured in Jieyang, China. In memory of Wang Wang and her puppies. Major animal cruelty.
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Never Again美国 · 3 reviews · Experienced 2026-07-23 ·
★★★★★
PetSmart supports animal torture
PetSmart sells products by Marshall Pet Products whose parent company breeds, sells and does torturous laboratory testing on beagles, ferrets and other animals. Chemicals and pesticides are forced down these gentle animals throats via tubes. They are tethered and forced to inhale lethal chemical vapors through full face masks. Surgeries are done without anesthesia. Today, alternatives are available to predict human reactions more accurately without using live animals. How hypocritical it is of PetSmart to claim to care for pets while at the same time supporting Marshall - all for money. As an animal lover, I ask you to discontinue selling these products and live up to what you company claims to support.
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Taylor美国 · 1 review · Experienced 2026-07-17 ·
★★★★★
I just wanted to let anyone know that…
I just wanted to let anyone know that if you ever pay for overnight shipping it's never upon when PetSmart accepts your order and it goes through. It is whenever they get it to the FedEx office from there it's considered overnight shipping. So it could be days. You cannot get a refund from petsmart for their expensive overnight shipping even though they do not clarify it on their page. I hope to save someone else a good bit of money on overnight shipping with Petsmart. customer service was of no help.
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Mia美国 · 1 review · Experienced 2026-07-08 ·
★★★★★
PetSmart on Truxel Boulevard in Sacramento
PetSmart on Truxel Boulevard in Sacramento California.
April 2026 (Initial Incident): I brought my puppy in for a bath and trim. I was highly dissatisfied with the results. After having to personally fix his grooming at home, I called the store the following day to express my dissatisfaction. The associate I spoke with apologized and explicitly assured me that because of the poor service, Finn’s next bath and trim would be completely complimentary.
July 4, 2026 (The Appointment): I brought Finn in for a scheduled full haircut with stylist Alexis. Alexis informed me she could only perform a bath and trim rather than the full haircut. I explained that this specific service would be free per the agreement made in April. While Alexis could not locate a note in the system so she appropriately involved the Store Manager, Anthony.
The Resolution: Anthony listened to the history, validated my 15-year loyalty and the fact that I bring four dogs to this location, and made the executive managerial decision to honor the free groom. The matter was fully resolved.
July 8, 2026 (The Escalation): Four days after the matter was settled, I received a phone call from the Grooming Salon Manager, Lauren, who wanted an explanation of what occurred.
During this phone call, Lauren’s behavior was entirely unacceptable for a management professional:
Accusations of Dishonesty: Lauren flatly accused me of lying, stating that I never had the initial conversation in April, and demanded that I return to the store to pay $83 for the service.
Undermining Store Leadership: When I informed her that Store Manager Anthony had already resolved the issue four days prior, she claimed that Anthony did not have the authority to make that decision and stated she was "reneging" on his resolution.
Ultimatums and Extortion: Lauren explicitly told me that she did not care what the Store Manager had already resolved; she stated that if I did not pay the $83 I would be banned from returning to the grooming salon with any of my four dogs. I refused to pay so I am now banned.
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Jenna美国 · 6 reviews · Experienced 2026-07-14 ·
★★★★★
PetSmart in Duluth
PetSmart in Duluth, MN. You need to do better. I was just in there buying some food for my reptiles (roaches) I found two containers with moldy roaches so I brought them to the cashier and told them there were moldy roaches in the containers. This individual brought it back to the roach area to PUT AWAY. I quite loudly stated, for the next cashier to also hear, that those two containers had moldy roaches in them.
Pet owners do not deserve to pay for this and pets do not deserve this kind of treatment. This could make someone's pet extremely ill if they didn't notice there were moldy roaches. You are one of the only places in Duluth where these can be bought without buying online. DO. BETTER.
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Cindy美国 · 3 reviews · Experienced 2026-07-09 ·
★★★★★
You can mind your own business and not …
You can mind your own business and not preach at me about hiw to take care of my fish when u keep yours in small cups. And no i don't have a heater for goldfish that are living in a pond rudest cashier ever. Petco from now on
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Dani美国 · 1 review · Experienced 2026-05-11 ·
★★★★★
This is genuinely the worst pet store…
This is genuinely the worst "pet store" I have ever seen or been to, my stepmom worked there so I got a front row ticket to look at all the bull crap. They sell painted decorations for fish which can make them sick,the enclosures and tanks they sell are too small for the animals they sell and they even sell fish bowls which if you don't know how horrible those are i recommend doing some research. The majority of the employees don't know what they're doing leading to poor customer service and even worse, dangerous conditions for animals. There have been several times where animals haven't gotten fed or where they aren't in suitable habitats, not to mention the fish are in absolute horrid conditions. This has less to do with the employees and more to do with the store itself but there are goldfish kept in a small overcrowded tank which is just awful. This is not a safe store for animals and I do not recommend going here at all, the more you support them, the more animals get hurt or die. (Please excuse any grammar or spelling mistakes)
I had a grooming apt for my two labs at the PetSmart in Salisbury, NC. First, I had to wait 10 min to check in because they were chatting with someone. Then I overheard a staff member on the phone saying” your first apts are here” - obviously the groomer was not. Then staff asked me to move over so she could check out another person - I have been waiting patiently and was first in line. Finally, when she decided to check my dogs in she told me they wouldn’t be able to bath my older dog because she was panting - dogs pant! She was laying down on the floor perfectly chill and panting- it’s hot! She kept wanting me to walk the dogs around the store for a while. The manager came over and said they can’t bath dogs that are panting per their policy. I told him that is absolutely ridiculous and she is always like this when we go to a different PetSmart and they have no issue with it. I asked if they could at least trim their nails- they said no. Seriously, just tell me your groomer is running late instead of lying and making up crap. I called the other PetSmart I usually go to and explained what had happened and they scheduled me a new apt with them! WOW, was that so difficult!?
Purchase Litter Robot 5 we needed customer service help with the order and they were very helpful. We love our Litter Robot. It took a week for our cats to acclimate to it but now they are pros at it and use it. The workload of cleaning litter boxes has been solved!
They abused my six and one had pound miniature yorkie see below - Buyers Beware!!!!
I heard back by a grooming representative after my store complaint who would not give her name and said my 6 1/2 pound yorkie was aggressive because it took two big stature women had to hold him down to do the horrible hair cut that we fixed after picking him up. This is after two other stories which were fireworks the night before which where we live were none and dog was aggressive before which the others commented such a loveable little guy - many, many lies covering their abuse. In addition, I consulted a friend who provided the following:
No, this is not a safe or standard grooming practice. Forcing or "pinning down" a tiny 6.5-pound Yorkie with the body weight of two adults is extremely dangerous and can easily cause severe trauma, broken bones, or suffocation.
Professional groomers and veterinarians emphasize that the safest way to hold a small dog is using the least amount of restraint necessary. If a dog is resisting, the correct approach involves the following methods:
Gentle Handling: Instead of pinning, handlers use gentle holds, like cupping the chest and rear or restricting the elbow to prevent pulling.
Positive Reinforcement: Using distractions like lick mats with peanut butter or offering high-value treats helps keep the dog cooperative.Petsmart groomers are not professionals and Please check reviews before you ever submit your dog to these abuses - I wish I did!
Bogus crap... order an in-stock item to be delivered by 3... order cancelled after thet stole all my information.
Ill be getting a new debit card simply because these scammers now have my card
Tried to have a certain food bowl shipped to me it arrived in pieces twice. First time it arrived with no packaging material at all (heavy ceramic bowl, btw) and it was broken, of course. Called customer service and they sent out another one and guess what, broken in literally 12 pieces because this time they used one layer of brown paper. So don’t have anything breakable shipped from these people.
I took my Standard Poodle, Babbette, to the Flagler, Miami, FL, grooming salon after Christina transferred there from the US1 location Miami. As always, Christina went above and beyond!
Babbette is extremely sensitive about having her face and chest touched and can be quite the handful—she jumps around like a little billy goat! Despite her playful antics, Christina was incredibly patient, gentle, and determined to make her look her absolute best.
When Christina finished, my little “billy goat” had been transformed into the chicest, most beautiful black poodle imaginable! Her face, paws, and overall groom were absolutely perfect.
Thank you, Christina, for your patience, kindness, and exceptional talent. You are truly a gifted groomer, and I couldn’t be happier to have followed you to the Flagler location. Flagler is incredibly lucky to have you on their team, and so am I!
⭐⭐⭐⭐⭐ Highly recommended!
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K. Cougar美国 · 1 review · Experienced 2026-06-28 ·
★★★★★
No fulltime Doctors on staff is…
No fulltime Doctors on staff is unacceptable and has been 6 weeks plus now. The Personnel are always willing to help and with a smile, although I understand their frustration.
Pet Smart is experiencing record-breaking profits, and you can't hire more Staff? Pet Smart it's a must you need to appreciative Staff and Clients
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Lisa Miserandino美国 · 1 review · Experienced 2026-01-31 ·
★★★★★
Hacked account and left responsible for the charge
My account was hacked and I immediately notified petsmart. They wouldn’t cancel the order and instead said to call my credit card company. I did so and reported it as fraudulent. When my card company reached out to petsmart, petsmart said this was a valid purchase now leaving me responsible for the full charge. Not a single customer service rep has been helpful in resolving this and I had to pay due to their incorrect handling of the entire situation. I’ve reached out endless times and not a single person has helped me when it should have been a simple
Refund.
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Robert Lippert美国 · 1 review · Experienced 2026-06-14 ·
★★★★★
I have been a customer for over 10…
I have been a customer for over 10 years with the same awesome groomer. Unfortunately petsmart puts grooming packs together and if you buy 6 you have 6 months to use them. If you buy 12 you have 12 months. Please tell me who takes their dog faithfully every month to the groomers. If you are sick and postpone a grooming you loose it. Unless you bring your dog in in 3 weeks just to not loose it. My vet does NOT recommend washing a dog monthly due to the natural oils and the drying frequent washes can cause. It sounds good but BEWARE only buy them if you are committed. One would think a decent upstanding store would give you a little bigger window to use them in,obviously they are not anymore. No partial refund, credit, discount coupon notjing when I inquired. The " manager" if you can call her that in shorts and a t shirt( very professional) just kept saying its a corporate issue......HEY CORPORATE LISTEN!!!!!!! YOU LOST ME AS A CUSTOMER FOR MY DOG AND 7 AQUARIUMS I MAINTAIN. GO ANYWHERE ELSE!!!! Go to Petco.
