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PetSmart complaints

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19601 North 27th Avenue
Phoenix, AZ 85207 | Get Directions

(800) 738-1385

http://www.petsmart.com

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Total Amount in Dispute:
$2,668.00

Total Amount Settled:
$5.00

Complaint Experience

89%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

However, the company failed to respond to one complaint.

Complaint Closing Statistics

9 complaints against PetSmart closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
7	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

9 complaints against PetSmart

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8/23/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $14.76 Amount Settled: $0.00

Customer Complaint

8/9/2023

My otder# 93056315 do not complete entire order. Charge before then fill order, but do not send replacement call or email. Then I receive a second charge amount of 14.76 on my charge card and did not order anything. I want a refund. They are scammers. Thank you. Resolution Sought Refund my money and stop using my charge card without my permission

Company Response

8/10/2023

We are sorry for the negative experience that you had?with your order. As always, we welcome your comments and suggestions and want to do everything we can to help.?We see that this order was refunded in its entirety. Our customer care team will be reaching out to provide any clarification and to ensure we have properly resolved any confusion. We appreciate your business and look forward to assisting you. ? Thank you,? ? PetSmart Executive Team?

10/30/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $31.85 Amount Settled: $0.00

Customer Complaint

10/3/2022

i am disabled veteran that doesn't drive, my veterinarian suggested me to get hills science diet saying it was a good food for pets, so i order hill science diet kitten food chicken recipe on 9/17/22 order #80813864, when it arrived the bag was damaged with tiny pin holes on front and back and the top left looked like someone tried to open it but didn't fully open it, so i was fraid to give the food to my 4 month old kitten thinking it may be tampered with i brought my kitten from pet smart in Aiken SC, i reported the bag to PetSmart and was sent a replacement ordered on 9/28/22 order #x42970023, it arrived at my apt door today 10/1/22, when i opened the box pieces of food were in the bottom, upon checking the bag there was a slit that looked as if a knife cut it on the back of the bag, i refuse to give my pet food that may be tampered with, i called pet smart because i had no food to give my kitten i had ran out of the bag i got when i purchased the kitten, I spoke to a heather who i found condescending in her comments, my picture clearly shows on my email and i believe I was sent damaged food as a discriminatory reason. after telling me it wasn't a conspiracy, which was totally unprofessional! Heather gave me a refund . I thought this was a good 2nd party company to buy from, i could not buy directly from hills science food only with my veterinarian which i have not taken the kitten to her 1st apppt yet, not only was i sent 2 damaged bags i have to pay 2 ge Resolution Sought I'm receiving a refund but i feel PetSmart should have a bag i can see given to me in their store, i would give them 1 star if i have had problems in the past with PetSmart but i haven't my other transactions were good but this was a big waste of my time and money so i will give them 3 stars for my past experience, i hope my personal info wont be given out but if it is i can deal with that later

Company Response

10/18/2022

Hello Zena, Thanks for reaching out to PetSmart, regarding your order of damaged kitten food. I am very sorry that happened, that is not what we want to hear back from our Customers. I did pass along your complaint to the appropriate contact and did hear back from Belinda Wagenseller. She did reach out to you on 10-8-22, leaving you a voice mail. She looked up the stores in your area and let you know which ones had the food in stock. Belinda gave the Customer Care phone number and email address and asked you to give them a call or send an email if you needed further assistance. Thanks again for taking the time to reach out about your concern. Sincerely, Sheri Pihl- Customer Care Specialist PetSmart- 800-738-1385 ext. 2503

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