Petsmart Customer Service Complaints - page 2

We went to our local PETSMART and the cashier told us that if our dog ruined his toy within two months, they could replace it for free. Is that true??

Need to exchange a muzzle for a bigger size, unfortunately they can't do exchanges right now because of COVID.... but I can purchase another one ( curbside pickup) and return the original one when they reopen ( they are not sure when this will be and why would I want to purchase another one), why can't they do a curbside exchange? Also their grooming services are still open........really Petsmart?

Everyone talking about shopping at Chewy instead of Petsmart... Petsmart acquired Chewy in 2017. But I will agree that, currently, Chewy has much better customer customer service than petsmart. And a greater selection of products.

So finally had chance to get in city to return 2 items.Apparently only store credit available for purchases made during their "non return" revised policy if over 60 days....Big ordeal with cashier...wouldn't get me store mgr.It is 45 minute drive for me to get there&attempts were made during 60 days but they weren't allowing returns!Store manager did right thing but I was blown away by cashier&her angry attitude about return.

Really? I am an entitled jerk for asking Petsmart to act like EVERY SINGLE OTHER MAJOR RETAILER IN THE USA? All other companies are accepting returns without a problem. Petsmart is taking advantage of this situation by introducing this illegal, arbitrary and unreasonable policy. I guess you work for this store. Another reason I am now buying everything from Chewy.com

You guys all sound like a bunch of entitles jerks. When they start taking returns again you can still return your items....even if it's past the 60 days or whatever. Seriously, it's not that serious.

Ive purchased a 55 gallon tank and every fish I get dies. The water was tested w Petsmart,and the water is fine. The heater, air pump, and filters are all fine. Ive returned too many fish to count. They all keep dying. I really believe its the tank itself. Of course I dont have the packaging still.

Petsmart is cutting everyone's hours and running on skeleton crews. Stocker getting 13 hours a week, impossible to live off of. Originally hours were cut due to covid but everything is opening and sells are way up so they cut more hours. Pure greed. Petsmart, read your mission statement and ethics statement concerning those who make your profits! This is unacceptable and wrong. Go to your Reddit page and see what pain you are causing your employees!

I have two bags of food to be returned too. Purchased online the end of April. If I had known that I wasn't able to return because of Covid, I wouldn't have made the purchase. I took them back to be returned when they were opened and was told I couldn't.
Walmart is taking back returns.
This is absolutely ridiculous!
Pet Smart, you seriously needs to do better. I just need the money back in my card.

I have had a harness in my car for 2 1/2 months. I know Petsmart isnt taking returns because they are hoping you will just forget. Well now, June 14, everyone is open, the grooming is up and going. But we are all stuck waiting to return these items. Ridiculous. People are coming in and out, touching, picking up and moving everything in the store. Its criminal. Because of this, soon as i get my money back, i wont go to petsmart again. There are too many alternatives.

I have an unused dog bed that is taking up hald of my closet because I am not able to return it to the store. It was bought by my son who thought it was a good idea but my dogs sleep on my leather sofa. So it is a useless and large item that I have now got to live with until this illegal policy is reversed. It is time customers got organized and sued this store.

So you're still not doing returns this is ridiculous

Does any CEO or management read these comments??? People are so fed up with this return issue! I also have 2 harnesses that did not fit to return, but am told I can't until "this is all over". Ridiculous! People are in there touching everything including your employees. Academy and a million other places accept returns!! I will not shop here again and I have for years.

I think by now pet smart you should be able to accept returns what's the difference of something in your store that everyone has touched along with yourselves adjusting items on shelves and someone returning a products are you too afraid to touch an item of a return ? Seriously losing faith in this store.

This is getting ridiculous. I have now wasted money on 2 harnesses. A medium that was too big and then a small one that is too small. First off, how exactly does that even make sense? Same brand, same style harness and both are on oppoite ends of the spectrum to the point is doesn't fit my dog. Each were $45 and now I can't return either because of some policy that doesn't keep anyone safe just aids in wasting money. Fed up.about done with this place.

Same here with returns. Due to Covid -19 no returns at all. This was posted as in a small 8x11 piece of paper on the door leaving the register. It was not posted anywhere near the items or in a place that was visible. I had a similar experience purchasing a bigger fish tank then I needed, never opened and unfortunately made a trip there to return only to have to purchase another smaller tank and hold on to the larger one until "further "notice. At least they should have a tentative date and plan to deal with this. As a customer it is externally frustrating to have been told this after purchasing. I get it the health reasons for the policy, but with no policy or plan in place it gives me little faith that they will honor the return, but also avoid a possible bankruptcy and void all returns. Not happy

Very unhappy right now!! I ordered something online and they sent it to the store. The issue was I got to the store, they met me outside for curbside pickup when the associate brought the item out the website sent me the completely wrong item. The package never left the store but I can't get a refund or exchange. I believe if an item never even left the store a refund should be allowed especially if it was PetSmart error.

Recently, we purchased a couple of bags for our doggie totally approximately $120 +/-....our lifelong best friend Max had to be put to sleep just the following day......the wife and I are totally devastated.... Max was and will always be our best friend and family member.....the food was never even touched and sits in the garage.... everytime, either one of us see the bags you can imagine how painful it is......we are both retired and living on a fixed income...my wife has cancer and needs her kemotherapy and that very expensive.....since, neither one of us can eat Max's dog food.....may we please get our money back for GOD sake...never touched and I have the receipt.....have you NO SHAME OR EMPATHY FOR SOMEONE WHO JUST LOST THEIR DOG....AND YOU CALL YOURSELF A "PET STORE"......How dare you ....

I Just went back to Petsmart to return/exchange a harness I bought for my dog that did not fit and was informed that they are not doing any returns/exchanges right now. I was never told this at the time when I purchased the harness. If they were going to change theirr return policies they should have posted it Or had their employees tell customers that they are not excepting any returns or exchanges right now so that we could decide if we wanted to still buy the item..I think they are taking advantage of the current situation with the COVID-19 and making money off of their customers.I think it is terrible that they are making their customers wait at a time when people Are already stressed out about money. Bad business! I'm gonna take my business elsewhere!

I just bought a item from petsmart worth $240. I came home my husband opened the trunk and said that's not the one I wanted never even touched it. So I brought it back (still in box and never moved from when the employees put it in my car) to the store to return it for a different item not knowing at all that they aren't taking return. I think if I would have knew I would of thought about it made a phone call took pictures to be sure that it was the right one. So they claim they have signs up all around the store about their no return policy. I did not see one nor was I looking around for one. But I did see a big ass sign in the front saying dog food 50% off. They really should be advising people at the front desk that they are not taking returns. So now I'm stuck with a heavy item in my car that I can't use. They also had the nerve to say you can shop around for the item you wanted like I have money like that. If they can't take returns then they shouldn't be open at all. They want people to still buy their items without them knowing they have a no return policy. Go check out the petsmart online site there isn't anything saying no returns on any of the items whats so ever you have to really dig deep to find it. They are grooming people pets but not taking returns it just doesn't make sense. I really think they are taking advantage of covid-19 to scam people and making money from it.

Time to start taking back returns. Other stores not making issue now.

Why have you not started returns yet? Most retailers have, this is not fair to us!

Please start returns back ASAP!! All stores started doing returns 1st week in May!! Your stores still have not!! Please let's get back to honoring customer returns asap

The prescription for the incontinence of my dog ran out, so I went into PetSmart three weeks ago to see if they had any non-prescription products for this problem. An employee there showed me a product and said to please go ahead and try it as I could easily bring it back if it didn't do the job. I bought the item and after 3 weeks, I realized it was not going to help my dog's problem. I went back to PetSmart today, and I was told I could not get a refund and they were not taking any returns. I told the employee that the only reason I bought this product as the original employee told me I could bring it back if it did not work.
Today the employee said I had to wait for 60 days from when I bought the product and then contact PetSmarts to see what they'll be doing with returns at that time. Nothing is posted to the public at the store that Petsmart has changed its return policy. If Petsmart does not want to take in returns right now, they should consider still refunding the purchase price and and ask customer to dispose of the unwanted product. This would create goodwill with its customers instead of not honoring its promise of refunding any returned products. I will shop in the future at chewy.com or walmart.com as i have had no problems with them.

I purchased an aquarium tank yesterday at the Cherry hill Silver Spring location.I never opened the package and I decided to get a bigger size aquarium. When I arrived at the location I was told it wasn't possible to do return or exchange. Being honest, I was never explained that policy you are running your store at the time of purchase, if that was so I might not have purchased anything until you get rid of that nonsense policy you actually running on. Please don't take me wrong, I have been a customer of your store for years and I intend to do so if you let continue.