PetSmart

"If you happened to get the wrong order of a bag of dog food and 12 cans of wet food delivered to you today (3/4/2024), I have your cat food and guinea pig toy. Please donate the dog food to one of the many local foster groups please, since my dogs won’t see it. Terrible experience. I placed an appx $140 order of dog food to be delivered. I can’t make it to the store because I have an infusion I have to do which leaves me unable to drive or function after. A store employee (not DoorDash) taped the wrong invoices on 2 orders. These suckers are taped on there good and don’t just fall off, and I’ve never had an issue prior. The initial store employee was standoffish when I called and told me to call DoorDash before I could even finish a sentence. DoorDash initiated a refund and told me I needed to call the store to coordinate a re-delivery. I called the store back, same rude employee. She passed me to the manager who was equally abrasive. Look, people make errors all the time. It happens. Not these PetSmart employees, according to the manager. Somehow it was all DoorDash’s fault. Being apologetic and taking accountability when the distinct possibility exists that your employee (or you!) made the error is good customer service…and being a good human in general. She refused to do anything or be helpful in any way. All I wanted was my stuff to be re-delivered and for this other person (who had also called the store) to get their items…I didn’t care about the refund. I just wanted my dog food and DoorDash told me I could coordinate that with the store manager. Nope. Manager said she’d call DoorDash and didn’t. I called PetSmart Customer Care. While they were more empathetic, I still don’t have my $140 worth of dog food, their bin is empty, and I’m now an hour and a half late for my infusion. I don’t care about a $35 gift card, I don’t even care about a refund; throwing money at things as a platitude doesn't make poor attitudes better or the situation right. And given the other person’s cat food I received, their cat isn’t well. We obviously live within a few miles radius of each other and the store. The store and DoorDash both know who we are and have our addresses. Just dispatch out a Dasher and make the swap. If you’re that dissatisfied with your job or yourself that you immediately have to go on the defense and take a nasty tone, maybe you need to take a look at yourself and where you need to improve and do better in your life. Don’t take your misery out on others, when they are simply trying to find a straightforward solution to the problem you/your employee(s) created. I’ve worked retail, I can sympathize, but I never treated or spoke to customers like that, even on my worst days. I shouldn’t shop here to begin with given PetSmart’s track record on their treatment of small animals/birds, so shame on me for going for the convenient big box option to begin with. I’ll be switching to Pet Supplies Plus, which is locally owned, or Chewy going forward. Now to figure out what I’m going to feed my German Shepherds tonight… I’ll probably make them a regular DoorDash order from a restaurant!"

"I have two very finicky cats. When I came to this store I asked for an expert on cats. Thank goodness for a manager named Lilly. The store was not busy at the time I went in, and Lilly was able to help me for about 30 minutes. She has 4 cats and she was a wealth of information. She told me all the tips she had with her cats and what worked for her. From cat litter, to cat boxes, trying to keep their weight down, on a “slow feeder,” and even their treats. If you need help for your cats, ask for Lilly….you won’t be disappointed."

"They are phenomenal groomers, my pup is anxious when I'm not around and sometimes just can't handle it. They do great, and don't make you feel terrible because of it"

"I am impressed with the greeting you receive as you walk through the door. All of the groomers are so kind and my Bentley loves them all. Meghan and Zach are his favorite groomers."

"Wow, you've gotta give these guys a big thumbs up. I was really impressed with their selection. I'm not a big fish person but they had the knowledge and information to help me make the best decision for my tank. I highly recommend!"