• Petsmart

    City
    Phoenix
    Country
    Maricopa
    Street Address
    19601 N 27th Ave
    Number of Employees
    26500
    Contact Name
    Philip Francis
    Zip Code
    85027-4010
    Annual Sales
    2147483647
    State
    AZ
    SIC Code
    5999
    Title
    Chairman of the Board
    Anonymous

    Chewy was sold out to PetSmart 2017 to PetSmart. Which I just found out. PetSmart needs to know the rest of this review.
    Prior to knowing of the selling of Chewy to PetSmart,I called Chewy Supervisor Carl the night of Feb 12,2021. I asked why they stopped selling M.Lindell's product? I stated it must be a democrat tactic. He stated he cannot discuss politics. So there was the answer. He became rude and said a foul word for which I called him out on it. He kept interrupting and became verbally aggressive. I said so this company belongs to the Cancel Culture group. The double standard is in play with Chewy. I asked then why are you ok with getting some of your products from communist China? He stated he did not know that. is the Cancel Culture with China??? I stated there are 74 million republican people that are possible your customers. He was going to cut the line at this point. I said if you cannot respect the 74million republicans then people should know this. It will go worldwide on facebook and other sites. This behavior targeting anyone that has a different political view cannot sell on Chewys. What is happening to our Country. No republican has done this kind of injustice to the democrat party. I believe this information needs to be know by the complete public that purchases to now PetSmart who owns Chewys. Feel free to copy and paste this, so people know the Double Standard and the Cancel Culture PetSmart that is their policy!!!

    1 week, 2 days and 14 hours
    Anonymous

    I am a long time PetSmart customer and this was my first ever online, home delivery order & it will be my last. It provided an extremely bad impression especially for a first time order. I placed my order 2/4/21 in the morning. On 2/5/21 in the afternoon I still had received no word that my order had been processed or shipped so I checked my online account to see that the order was still being processed so I checked my credit card to see that I had billed for the order so I called customer service to see if this was a typical process, I spoke to Nancy who was very nice. She explained that it can take up to 48 hours to process, then up to 7 days to deliver once processed. A few minutes later I called customer service back, speaking to Lavita who appeared to be genuinely concerned and tried to be helpful. I expressed my displeasure and explained that I could not wait up to 9 days for the order (2 to process & 7 to deliver) and wanted to just cancel it. Lavita genuinely apologized and assisted in the process, explaining that she would send a notice to the warehouse to cancel it (who at the time was still processing it). She also explained that sometimes it is very difficult to impossible to reach the warehouse and that possibly I may still get the order but she would do her part.
    Next I explained to Lavita that I would like to talk to a Supervisor so that my complaint regarding a first time order would get recognition and hopefully leave room for improvement. Lavita transferred me to Raquel.
    Upon speaking to Raquel I thanked her for taking my call and explained that by doing so hopefully it would improve possible issues for other customers. I immediately got the impression that my complaint was falling on deaf ears. Her attitude was very smug and scripted. She offered an apology which seemed less than fake and told me that all shipping and processing information was "fully disclosed on the website" (which I still cannot find that disclosure; nothing on 48 hour processing and the website clearly states most orders arrive within 2-3 days). Raquel egregiously told me that she would take my complaint and pass it to the "higher ups" but "likely nothing would ever be done". I explained to Raquel that I could not wait for up to 9 days for the order; that my animals would be without food by then. I explained that I really needed to be assured that the order would be cancelled and that my money would be refunded so that I could just go to the store to buy it myself. She explained that even though the order was still being processed that she could offer no guarantee that I still wouldn't receive it and have to return it myself for a refund.
    I explained that since the order was still being processed that it was absurd that I could not be assured that it would be cancelled and that I wouldn't receive it and have to take my time and effort to return it on account of the warehouses poor service and the company's lack of ability to communicate with them. She again offered another seeming smug, fake apology which and we ended the call.
    On 2/6/21 at 7 am I logged onto the website to see if the order had successfully been cancelled so that I could just go to the store to purchase the items myself. The website said that it was still being processed. At 11:38 am I received an email from PetSmart saying my order was on the way so I logged back in to check the tracking which stated that on 2/6/21 at 7:45 am shipment information had been sent to FedEx, that my expected delivery date would be 2/11/21 and that the delivery date may be updated WHEN FedEx RECEIVES the package.
    At 11:45 am I called Customer Service yet again speaking to Jennifer who was genuinely apologetic offering to try to help. She was at a loss of what to do and asked permission to put me on hold while she spoke to a Supervisor for a resolution. She said that she spoke to Allie who explained that the warehouse is nearly impossible to get a hold of and that the best they could do was once the package was FINALLY picked up by FedEx they could "try" to have it rerouted back to the warehouse BUT there was still no guarantee that I wouldn't still receive it and have to take my time & effort to return it for a refund. She again was very sincerely apologetic and we ended the call. This entire process is completely absurd and as a valued pet parent I cannot believe that this is the standards offered to me or to my pets. As of 4 pm on 2/6/21 I logged back onto the website and tracked the order again to see that it STILL states that the order has YET to be picked up by FedEx, that my expected delivery date will be 2/11/21 and that the delivery date may be updated WHEN FedEx receives the package yet NO ONE can reach the warehouse to have FedEx not pick it up? This is just completely unbelievable, crazy and extremely poor service.
    Additionally I would just like to add that on the day that I placed my first time, online, home delivery order from PetSmart, moments later I placed another order from a competitor for pet items which PetSmart does not offer and I received that order in its entirety in 24 hours with just standard shipping so from now on the competitor will receive ALL of my future online orders, not because their process is faster but because their customer satisfaction is far superior and less time will be wasted not only for me but for your company as well. I have several pets of my own, am heavily involved in pet rescue and the feral cat communities but after this experience with its lack of customer appreciation and satisfaction and lack of concern for my pets doing without because of poor service from the warehouse, the ability to communicate with them and the misleading 2 to 3 day shipping information, not only have you lost my online business, I am seriously considering not making any further purchases from any PetSmart affiliates either whether it be online or in store.

    2 weeks, 1 day and 22 hours
    Anonymous

    Pamsky

    Due to the support of politics with PetSmart charities you are losing more and more of my business as I find new suppliers. Spent 100.00 at a Mom and Pop store just now

    26 weeks, 2 days and 1 hour
    Anonymous

    xtina

    I work at a petsmart and would like to wear at least animal print or pet themed masks at work instead of us only getting to wear the ones petsmart sells or plain colors. Since we have to wear them all day why not make it fun to wear animal print or animal face masks since we work at a pet store. We get alot of compliments on our cute masks and love how we personalize them. Please reconsider.

    26 weeks, 3 days and 19 hours
    Anonymous

    Disgusted

    I am no longer her supporting petsmart because of the support of a Marxist anti capitalism BLM. The word is spreading quickly Regarding petsmart stand on this matter. Nike lost 750 million because of their BLM support. The Marxist BLM organization does not support black lives.

    26 weeks, 4 days and 3 hours
    Anonymous

    Rick

    I will not go back to this Petsmart on Campus Parkway in Riverside CA. The lines at the cash register are awfully long but the worst is that they don't desinfect or clean between customers. This is not safe. They are increasing the risk of COVID infection.

    26 weeks, 4 days and 14 hours
    Anonymous

    Anonymous employee

    What are the COVID-19 protocols when someone becomes positive. Why are employees being told that they cannot test and if they do they have to stay home even though they are not symptomatic and they are just doing it to feel safe. The Riverside CA store shut down if they are concerned. They need to stop harassing employees to not test or else they will be sent home. And they are asking others to not test so they can get overtime. That is terrible. You need to investigate.

    26 weeks, 4 days and 15 hours
    Anonymous

    A concerned employee

    Petsmart in Riverside CA is being unethical trying to bargain with employees offering overtime hours if they don't TEST for COVID-19. An employee tested positive and those co workers that decided to test were penalized and sent home until the test results are back even though there were no symptoms. This is against the mandates and regulations both CDC and OSHA. What a shame. You need to correct this. You are playing with the livelihood of human beings.

    26 weeks, 4 days and 15 hours
    Anonymous

    Steve Alexander

    PetSmart should stick to financially assisting animals, not LGBT. Because you are being political and non-inclusive, we will no longer be shopping at PetSmart.

    26 weeks, 5 days and 25 minutes
    Anonymous

    Was very very upset to go into Pet Smart today and when I lookEd at the dogs at day camp it was pitiful!!!! One unfriendly young man was standing in a corner and was having NO interaction with any of the dogs!!! There was urine on the floor and it looked like he hated cleaning it up!! No excuse for this..... wanted to take pictures and videos to put on FB. This was in Greenville SC! What else happens when no one is looking!!! Should have cameras for owners to see what happens during the day! Disgusting!!!!!!!

    26 weeks, 6 days and 20 hours
    Anonymous

    Robert

    Just went to store #1534 in Conroe TX, my total was $7.32 I handed the lady a $10 bill she said it's got to be exact change or we round up to the next dollar. What a **** ripoff, I said go ahead when the cash drawer opened it was full of change, I ask well what is all that change for? She said it's new store policy, it's a **** ripoff is what it is, I'm on SSD and .76 cents is a lot to throw away because of some democratic ploy to screw Americans over. This **** keeps up I won't be able to take care of my pet, I definitely will be searching out other places to buy pet supplies

    26 weeks, 6 days and 22 hours
    Anonymous

    Mollie

    I apologize that this happened to you but during these times we need to help each other. You are probably safer ordering from Amazon anyway.

    Thread
    27 weeks, 17 hours and 19 minutes
    Anonymous

    SmarterThanMost

    Not everyone can wear a mask ya idiot. Try telling a vet that was water-boarded and/or a woman that was raped with a guy's hands covering her mouth and nose to wear a mask!

    Thread
    27 weeks, 1 day and 26 minutes
    Anonymous

    Danis Klatt

    Visited east Peoria, illinois store today, looking for certain food for pekinese due to some issues, & staff there are always friendly, helpful, & knowledgeable! Kudos to them!

    27 weeks, 1 day and 23 hours
    Anonymous

    LB23

    The worst Customer Service ever! I will never deal with these people again! I place an order online for Hills Rx Food for my cat, which they charged my card, and now they say it's impossible to order Hills Rx food online, My vet sent the prescription & also called to authorize the purchase. This was done at Pgh Mills Mall ,PA. Those people are awful, they don't know what they are doing!

    27 weeks, 3 days and 2 hours
    Anonymous

    Jeff

    Golden bye you care only about you,PetSmart donates money to save animals .Amazon does not,so fare the well

    Thread
    27 weeks, 4 days and 20 hours
    Anonymous

    Who cares?

    Cool. Bye.

    Thread
    27 weeks, 5 days and 21 hours
    Anonymous

    Alive and kicking

    seriously? if it saves other customers from being at risk... good riddance

    Thread
    29 weeks, 1 minute and 37.98 seconds
    Anonymous

    Goldendoodle lover

    Yesterday I visited Store #2722 in Foley, Alabama as I do approximately every three weeks to purchase a specific dog food along with other miscellaneous items. I do not wear a mask, I believe it is a complete overreach of control and they are completely unnecessary. I am shocked at how many business are willing to permanently lose customers over the issue. So, as I entered the store, an employee standing at the door said (very kindly) masks were required to enter and if I didn't have one she'd be happy to provide one for me. Since, I cannot buy this particular dog food anywhere else locally I smiled and took the mask and put it on. She thanked me for 'cooperating''. I grabbed the dog food and without picking out any toys or extra items as I normally do, I checked out and left the store. When I got home I immediately went online to Amazon.com and ordered the dog food to be automatically delivered to us every three weeks. Not only will I not have to haul a heavy bag of dog food from a store again, I also saved quite a bit of money. I will never step into a Petsmart again.

    29 weeks, 4 days and 12 minutes
    Anonymous

    Jacqlyn Smith

    Today I visited store #1752 in Easley SC. I was with my husband and 2 kids. We was interested in looking at the repotiles. A lady employee approached us and ask d if we needed assistance I said no thank you. She them proceeded with you must have a mask. I let her no we could not and do not wish to disclose why my family can not. She went on and said PetSmart required us to wear one to shop. I said no it is a guideline and we are not able. She then went to walk away as she mumbled "assholes" other customers heard her and stated y'all should really speak to manager. My husband asked to speak to the manager she said she was the assistant store manager. We asked who her manager was and she refused to give us a name. We left the store and I called the store to find out the managers name she answered the call and still refused to give the store managers name. This is unacceptable behavior for customer service fr any one especially in a manager role.

    29 weeks, 4 days and 21 hours
    Anonymous

    Lblunt

    Maya Rupard at your Orem location is the absolute best! A true rockstar who has a solid fund of knowledge about products and Characteristics/needs of various dog and cat breeds. Promote and reward this rare kind of outstanding employee

    29 weeks, 5 days and 1 hour
    Anonymous

    Lady at receiving has a real bad attitude towards delivery drivers at the Longview tx. Store

    30 weeks, 5 days and 6 hours
    Anonymous

    Registers would have been closed by then so there's nothing they can do anyways and maybe you shouldn't take it out on the employees who have been screwed over during this whole thing but realize that the internet isn't always correct. And I'm sure you've noticed with covid that most stores' posted hours aren't correct. You should have called. I don't feel bad for you one bit

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    30 weeks, 5 days and 19 hours
    Anonymous

    If you don't like it then do curbside pickup

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    30 weeks, 5 days and 19 hours
    Anonymous

    Would you like to be in the line of fire when telling people they can't? Do u want to be spit on or threatened and possibly with a gun? They have online ordering for people who don't feel safe.

    Thread
    30 weeks, 5 days and 19 hours