PetSmart Canada Corporate Office

I dunno what's up with these other reviewers but they sound like competition putting fake reviews. Petsmart should hire me on a 6 month contract to clean up their image online.

Nice clean and quiet work space to hold meetings in.

If there was a lower rating I would give it. They told me my dog is too active and they cannot have her there anymore. If they were professional they would be able to groom her. She was groomed before and no problems. I brush her all the time and no problems. We just moved and lost our groomer. I would never go back to a Petsmart.

I placed an order online for kibbles to be delivered same day and when I called to check what time it would be delivered, they said in 48 hours and they couldn’t change for pick up nor help at all. So my dog was supposed to wait 48 hours to eat. Called customer service and the SUPERVISOR said there’s nothing she can do, that the order cannot be changed once placed. That’s the worst service ever. Stay away from them, pay more elsewhere, they absolutely suck at it

Petsmart charged my order which has yet to be arrived. Called head office today @ 9:15am, the lady who served me didn’t know what she was doing. Didn’t have customer service skills: rude, didn’t say her name clearly, didn’t know how to track my order, answer the wrong question. She is like an robot reading from the screen, and finally unresponsive ( the phone is muted). Petsmart needs to fix this matter, otherwise you will loose many online orders

Too many issues with web ordering. 3 different bank cards, all declined. Support first said it was my billing address, but I don't have this issue anywhere else. I troubleshooted the issue with one support rep, then again with their direct supervisor; the issue was supposed to be elevated to next tier support for resolution, but they're insisting it's my problem, then tell me to check out as guest...as if I'd waste 4 days trying to place an order before trying that. WORST SUPPORT EVER!!

Garbage always all over the parking lot! Never cleaned. burned out parking lot lights never replaced, potholes all over. An complete inept property manager taking care of the property! Location: PetSmart 1750 Innes Rd, Ottawa, ON K1B 3K5

I placed an order for delivery for 2 bags of 22lbs bag of food. 44lbs in total. They sent me 2 bags of 11lbs bag of food. 22lbs in total. I definitely paid for 2 bags of 22lbs bags.

The delivery part is a perk. I have long days.

They gave me 3 options:

1. Return the bag to the store to swap them out.

2. I can send the package back at the post office. Once the warehouse receives my order they will then process the correct order to be sent.

3. I can wait 3-5 days for them to arrange a pick up. Once picked up they will then process the correct order to be sent.

I asked to speak to the manager and she puts me on hold for a while without returning. So I hung up.

I called back today and I suggested them to send me 1 bag of 22lbs of food and I would get the 44lbs I paid for. It was that simple.

Not impressed at all with my last experience. I really do like petsmart. They always have what I’m looking for and great sales.

Extremely disappointed. I has subscribed to autoship for dog food every 3 weeks (I have two large dogs). The third order never came. We came back from vacations and discovered the last order (made 2 weeks ago) never came. I called, and they told me that they could only put a request to re-ship, but it would take at least 48 hrs, if not more. I asked them to send it with expedite shipping, as I ran out of dog food today. To my surprise, Sam, the customer rep I was talking too, told me that was not possible. Petsmart screwed up, and they are so structured they can't have someone provide an adequate solution. I cancelled all my subscriptions with them.

Beware - DO NOT AUTOSHIP, PetSmart covertly overcharges your credit card.

On January 29, 2023, I received an email from PetSmart that my autoship order of two large bags of Royal Canin dog food is going to ship in 5 days, at a certain price. I let the autoship proceed, because I was satisfied with the price.

On February 8, I receive an email from PetSmart that the order has shipped at a substantially increased price from what was promised, and what I agreed to.

There was no opportunity for me to cancel my order at the higher price.

This is theft. This illegal practice should be the subject of a class action lawsuit.

PetSmart and I had a contract for one price, then they unilaterally (and without even highlighting the increased price) raised the price and shipped the goods simultaneously so there was nothing the customer could do to be notified and given an opportunity to cancel it.

I have tried reaching out to customer service, and each correspondence is met by a different customer service agent who answers in different ways of saying they are not going to do anything about it. Either they do not understand the problem or they do not care.

ONE WORD: SUCKS!
Tried to order something, same day delivery and I couldn't even enter my banking info and it won't let me buy anything without saying “Uh-Oh”. Terrible!

I was a department manager for a few months and had to leave because the store manager and assistant managers failed to help rectify an ongoing conflict between me and one of the associates in my department.

I continued to be told that we would all sit down to work out the issue, however, it never happened. They kept ignoring the issues at hand and perpetuating the issue by meeting with myself and the associate SEPARATELY, asking us for updates and using new complaints/allegations lodged against one another, against us. There was no interest or effort to address the underlying cause of our conflict, unless it was to see which one of us would crack first and resign. Or to make me resign, because the associate was being protected and every little fabricated complaint against me by the associate was used against me. The associate had more seniority.

The regional manager was either not informed or not interested. Finally i contacted head office whose hands are tied because each region basically “deals with their own HR issues.” The regional manager was therefore asked to intervene, and he did not! I never met him or spoke with him throughout my employment! I was left with no other option but to leave the job i loved because of an associate that only thought about herself, and management that was unable or unwilling to help resolve the issue.

The Newmarket / East Gwillimbury Pet Smart has Beyond HORRIBLE customer service & grooming department!!

My wife drove 40 mins to drop off our standard poodle after the first appointment was cancelled & rescheduled by PetSmart and when she arrived she was turned her away!

This is not the first time this has happened!
It seems like there is only one groomer there that will do Standard poodles? If that is the reason for cancellations just TELL us and NOT waste our time!
Icing on the cake was my wife noticed a groomer outside smoking in the parking lot so she questioned him and he straight up told her no they are not taking our dog in!

Very disappointed with the quality of the customer service I didn't receive at the Pet Smart I have been going to for over 10 years (except I LOVE my dog's groomer Jocelyn... she's the only reason I still go to this Pet Smart).
Also, I have been collecting the Charity Dogs for 12 years, usually three to give to a couple of my fur kid's pals, and donate one. This year's dog is an ABSOLUTE DISAPPOINTMENT. The quality of the stuffed animal is less than half of what they were previously. I loved to support Pet Smart Charities, purchasing these dogs, but I think I'm done. . . very poor poor quality.
I tried calling the corporate office to complain, as I did complete the customer service questionaire emailed to me, but I was on hold so long, and then the line disconnected. I was fed up.
If it wasn't for my groomer, I would quit patronizing Pet Smart completely!!

I had tried to place an online order Sunday as it was the last day for 10X the points. For some reason it would NOT accept my credit card. After making numerous attempts, I called with the hopes customer service could put through the order. They also could not. I spent thirty minutes on the phone, going no where. The man I had spoke with was to put a note on my account to have the points added once I made the purchase in store the following day. I could not do it on the Sunday as they were already closed.

I went the next day and bought everything I tried to order online. $130 worth of cat food.
I had left my name and receipt with the employee at the store who was supposed to call on my behalf, and didn’t. So I called and there were NO notes about the points. So I was told to email them with my reference number.

I receive an email telling me they won’t honour the points because the purchase was made outside of the deadline. I know this! I was not able to make the purchase online. I have made numerous online as well as in store pick ups with no issues!

So I email back to explain the situation yet again. Then the next employee who emails me back tells me that I actually did not “activate” the offer, so they will not honour this because of that! What in the actual hell? The man I spent 30 minutes with on the phone the night before couldn’t tell me this?

Regardless it’s Friday, and I have yet to hear back from anyone still. I was given the run around by so many employees. None of which had any idea what the others were doing. Horrible customer service, and nothing has still been resolved. All I wanted was my points because their system was having an error and not allowing me to make the purchase. I loose out!

someone from petsmart is placing orders on my mastercard, i received two orders of dog food that i did not place ,one sunday july 31 and the second today august 3. the price i was charged was regular price. my account is autoship and its on pause, and the price for the dog food is cheaper, why would i order at full price. I have contacted capital one and had my card replaced. I tried to contact your head office but that doesn't work, i press the prompt key to talk to someone but each and everytime the phone clicks off.
please look into this.

I'm taking my business to a smaller local pet store from now on.

A bag of cat food I paid to have delivered to my apartment went bad months before the best before date and instead of sending another one (I spoke to the customer service agent and sent them all the photos they asked for) they told me to contact my local store and deal with them. The delivery fee was not refunded and my follow up email was ignored. DO NOT ORDER from them.

I have booked my pet in for a groom 3 times over a 4 month period. It was cancelled via telephone twice a few hours before my appointment and they were unable to provide me with a date that was within a decent time (had to wait a month or more for the rescheduled appointment). I show up today for my appointment (keep in mind the previous two had been cancelled and rescheduled) and they tell me that I dont have an appointment and they cant help me today. I can reschedule for over a week away. I speak with the Manager and he seemed completely ok with the fact of rescheduling and didnt give a care in the world that they have now cancelled 3 times. Great Customer Service 👏🏻 Well done.

Petsmart is starting to scam customers. I can understand price increases, but letting Amazon under cut you is disappointing.

$93 for a 34lb Proplan bag online, Amazon and Walmart selling for $80.

This is a shame, petsmart. Thanks for taking advantage of loyal customers