Petsmart Returns and Refunds

Please find details regarding the return and refund policies for Petsmart below. We encourage you to leave a comment regarding your experience requesting a return or refund from Petsmart so others can benefit from what you learned.



Petsmart Return Policy

PetSmart makes returns easy. If the product was purchased online, it can be returned the same way, by attaching the return shipping label and dropping it in the mail. Please use a trackable shipping method, and return the product with the orignial packaging. Online items can also be returned in any store. Simply bring the product and receipt or invoice and PetSmart will load the purchase price onto the credit card originally used to pay for the purchase or on a PetSmart merchandise card.

Purchases made in the store are returned in a similar way. If the purchase was made within the last 60 days, the purchase price is refunded back to the original credit card. Cash refunds are given in the case of cash or debit card purchases. Purchases made by check are refunded with cash as long as the check was written at least 10 days prior, otherwise a merchandise card is provided. For returns more than 60 days after the date of purchase, or if the receipt is unavailable, bring valid identification to complete the return, which will be refunded with a merchandise gift card.

See what others are saying about Petsmart returns, refunds and exchanges

Posted by Lj


Do I need to bring the dead lizard back for a refund?

Posted by Mark


I will never go back to Pet Smart.It has been my favorite pet store for all my pet needs. Being a bird breeder, I normally purchased my birds, fancy bettas and all my supplies for my pets from your store. I recently went to exchange faulty filters and was told i could not replace these items. I want to exchange my 2 1 gallon fish tanks since the filters stop working on both and been 72 days and pay cash and no receipt they did not want to exchange them I was going to get a 5 gallon fish tanks in exchange now I'm stuck with 2 non working fish tanks.I went to the petsmart in Clovis CA

Posted by Anonymous


I purchase 2 1 gallon fish tanks and both filters stop working had them both over 60 days.and I wanted to return them both since I pay cash and had no receipt.they did not want to exchange them.now I have 2 non working fish tanks and my bettas are in bowls.till i get new ones a petco maybe I have better service there

Posted by Histrung71


Lost my receipt for 3 items and at he Richmond, CA store the clerk called the super and since the items were about 10.00 a piece they said they would not return w/o a receipt even if they saw me walk in with it (at first I didn't get it but then I understood that it was because i could have stolen it) and that it was the new 2018 policy and I asked to see this policy and she referred me to the corporate office I told her that if that is the case the manager needs to be fired for lagging on posting any kind of notice and should have scrapped the "old" policies off the counters!

Posted by Chris


I will never purchase anything from here again ! I lost my Xmas resorption for my 2 items I purchased for my dogs at Christmas not to mention I am a police officer and I could not even get a merchandise card ! What a joke ! Petco here I come !

Posted by Gracesmom


I purchased the package for dog training that includes the three classses. I asked when I got it if I could cancel it anytime and if I needed anything to do so. They said yes I could cancel anytime and didnt need anything. When I went to cancel they said it had to be withing the last 60 days and I had to have my receipt. I cant find my reciept and it hasnt been within the 60 days, what should I do?

Posted by Missy051987


Went to petsmart to return a gift that was given to me and they wouldnt return it cause i didnt know the phone number used. And because it was over $40 they said it was a high ticket item and without a receipt it was like i could have stolen it they said.it wasnt like i wanted cash i asked for a merchandise card so that way i coyld get something i wanted instead.

Posted by Skye


I'm a current PetSmart employee. To all wondering what the return policey for animals is: it's a 14 day garentee. So if something happens where thr pet just doesn't work out for you or, sadly, they die, you can get a return. As a retail pet store with live animals, its very sadly a regular occurance that animaks get sick or are returned bevause they bite or something. Our breeders and shelters are not the best. We often recieve animals that are sick upon arrival. We do.all we can to take carr of them. But small animals are so subseptible to sicknesses, especially being paired together in such small spaces. Its tragic whenever a pet parent has their pets pass away. Im sorry to anyone who has had bad luck with PetSmarts. Honestly, it depends on who works there, but I know at my store a lot of us pwt care associates really care and do all we can. But ik sonetimes it can be really not good. Most of the time its not us, but the store itself.

Posted by Veronica


The returning policy isn't what it's said out to be, 100 percent guaranteed the return of dog food, used atm, store got their money as soon as transaction was made, yet 3 wks after the initial purchase they put it on debit card??? It totally all depends on the cashiers experience or should I really say their common sense, I shop more at pet smart than any other pet store and I like to shop, but honestly this little thing does make me question that, pico Rivera CA had employees greet, smile to all who came into store, it wasn't only nice but it made me feel like they were happy to work there, but lately thats not so, seems like they recruiting young and cold natured like. Economy's still struggling, retailers becoming obsolete over nite, every customer should be given 5 star treatment, remember word of mouth goes a long way, and thats how the ball bounces✌

Posted by Missm83


I have never had a problem returing anything at this store.it usually is fish related tank equipment. Filter or heater..some are folty and some just don't work well..but I always return it with in the 60 days ..it's usually with in a week or so ..I bring my recept they take it all back without a question they do ask if something is wrong with it so I explain it. I also have returned dog water proof booties..they didn't ask why just gave me the $back.im sorry for all of you who are having issues with returing stuff.. FYI I don't by pets at pet chain stores.only food /toys and other products.

Posted by AngelaD


We purchased a guniea pig 20 days ago and today he died. My friend also purchased one from the eastvale store and hers died within a week. My kids are heartbroken. He had no signs of being sick or anything wrong and today he is dead. The more I research this the more I find that this is a problem for the petsmart stores.

Posted by Seanna


I bought an African Dwarf frog, on a Saturday... The following Monday, the frog was dead... What is the return policy?

Posted by Lola


I bought a bearded dragon less than a week ago. Took great care of him but was obviously sick and now dead. What's the refund policy on that??

Posted by Eastvale


Annoying: employees wouldn't accept my return even though I have the receipt? It's over 60 days but the policy says I could get store credit at the lowest sale price. Wasn't even offered that: employee on scene said he didn't want his name on the override logs. Incredibly horrible service.

Posted by Bear73


As a previous employee you have 60 days with a receipt return your item, if you paid cash you get cash, credit it goes back on cc, debit you can yes get cash or put back on card or store gift type card,by check has to be within 10 days of purchase to get $ back or u get store credit. Over 60 days n no receipt i have seen store credit u can return any item within that 60 days if they hassle u there is a hassle free policy. Call corporate

Posted by Lauragr18


I had a good experience returning a kong toy my puppy had a hole in the animal within a day and they let me return and get a whole different toy!

Posted by Rodd372


They refused to take my item back, dog died and now stuck with product unopened.
They suck

Posted by Phyllis


Went to Petsmart last week. Asked for toy puppy collars. Pointed me to an Islet. This huge store no mini collars. No motor carts I'm handicapped, had to find another clereason told that's it. Asked for kitten section across the store. After 10 very long minutes found 2 blue that would work. No leashes except big and oneven pink. Or a bunch of glitzy.
Got to check out blocked have to walk almost a whole Isle so they can desert crowd which there were 9 people 7-9 people ahead, 1 checkout. People had lots in carts. Plus also complaining. Finally another clerk came out. I complained he could create lessome. With rude attitude. These puppies will have lots of Needifferent in future. I won't spend another dimension there. My granddaughter in law went on line that evening found perfect leashes half price of any empty slots on their shelves plus no shipping to my door. Place also had collar for $3.97 each I paid $16 for 2 kitten collars.

Posted by Lynx


I purchased 3 tubes of Frontline Plus for cats for $59.99 on October 13, 2016. There was a "guaranteed to kill all fleas or your money back" sign both on the display case and where it was located isain the isle. I asked the cashier about the guarantee and he said "yes, you have 60 days to return it if it doesn't kill all the fleas and their eggs." I thought that was a lot but considering there was that guarantee it seemed worth it. Well it seemed to work a little at first then they returned a few days later with a vengeance. I decided to turn the whole situation over to my vet. But first I had to get that refund to afford the vet. I set up the vet appointment and got a ride (I'm disabled) to Petsmart just before Thanksgiving. Only probflem was when I got there, ready with receipt in hand, I was told that they could not give me a refund because there was no product. I replied of course there's no product, I used it all - 3 tubes for 3 cats! I was then informed no product, no refund. I reminded them of the "guarantee", which was still written in large print across the display case but it was pointless - they don't provide a refund in cases where there is no product remaining. It didn't matter that the product was deadly poisonous and a health threat, no product for them to return to the company, no refund for you. I mentioned that it was sold to me under those conditions, even pointed out the line on the display case. All to no avail. In other words, they flat out lied! And showed no remorse whatsoever for it! All the manager was concerned about was that there was no product for them to return to Frontline! She even suggested I buy some more, but this time leave a tube in there so I can get at least some of my money back. Petsmart is run by greedy, lying people who care nothing for their business ethics, their customers, or their animals for that matter. There are some sweet animals in there who need homes - they shouldn't be penalized for the terrible practices of the business they're under the roof of! But other than them, DON'T PATRONIZE PETSMART! UNDER NO CONDITIONS BUY ANY PRODUCTS SOLD BY PETSMART! You'll be doing your community a service.

Posted by Dallover


As someone who has worked in retail management my entire life, I can say this has been an interesting read for me. If you don't have your receipt we don't know if you actually purchased it, where you could have purchased it, at what price you purchased it for given that promotions change, and what form of payment you used... without this common essential information we have no idea if you're just some person off the street that picked up a product or a person that had a product that was 5 years old and you want a new one and you want money for it. If the product is not sellable at the time of return we don't typically accept it. Of course if you have your receipt and it's in the 60-day policy and it is obviously malfunction by the manufacturer we will of course take it back and exchange it or refund your money. Now I can honestly say I've never worked for a PetSmart but I've never had issues with them and their return policy as their return policy is a lot more lenient than others. Bottom line is if you purchase a product, lose your receipt, and don't have a proof of purchase you don't deserve a return. It is not the responsibility of the store for you to keep your receipts in order. If you purchase a product and think it might not work out,keep your receipt!You have to understand that the people behind the counter hear a ton of ridiculousness everyday to get swindled by customers. These folks are just doing their jobs. Unfortunately failure to follow their companys' policy even to make you as a customer happy could cause them termination. Please be respectful of these people and be smarter when trying to return a product. Read the return policy and abide to it and don't complain when it doesn't go your way but it goes the policy way. You don't go to a restaurant eat an entire meal and then say oh I'd like a refund this wasn't exactly what I wanted.

Posted by Some ither


I will never shop at PetSmart again I will tell all my friends that their return policy is not true I will post the return policy on Facebook and tell them how everything that is posted on there is not true so please do not purchase anything at PetSmart go to Petco for their prophecies are true thanks for the managerdee at the location on 3rd Street in Los Angeles California is rude has no customer service

Posted by Not yours


I used to love shopping at PetSmart now finding out that their return policy is not true I hate PetSmart the manager d EE at the location off of 3rd Street in LA

Posted by Shotzie


I found a turtle hatchling in the parking lot of where I work so I went to Petsmart and bought everything I needed and more for a few hundred dollars, I used my Chase debit card. The turtle didn't want to eat and it was 4 days so the vet advised to release him into the wild. I went to return everything I bought so I could buy my son a bearded dragon and a whole setup for it. Well the manager I don't know her name (has huge birthmark on face) came with attitude yelling at my cashier about keys and put the money back on my debit card. I was like how long does the money take to come on the card. She was like every bank is different, it can take 3weeks. I'm like I was planning on buying stuff. I couldn't have got a store credit or something. She said nope and walked away. It was one week. Everything was in brand new perfect condition and packaging, used for a week some stuff like chemicals, wasn't opened at all. And I couldn't get a store credit so I could go shopping instead of putting it back on my Chase debit card. I knew that didn't sound right at all which is why I went home and searched the return policy. So when I came home I looked up this info. And yeah she definitely lied.

The Petsmart I went to is

Posted by Criitergal


Just attempted to return 3 small filters under price of $10 each and two bags of bird food. Two young cashiers agreed that since they couldn't find the receipt and it was older than 60 days that I cannot return it at all. He apologized, but I wasn't aware of the hassle-free policy until I just downloaded it off my computer. Probably dropping them a copy of it tomorrow morning just to make them aware. PetSmart will be losing my business for not training people properly in policies and standards and poor customer service.

Posted by Laurie


Just attempted to return a defective Kong retractable dog leash purchased about 2 weeks ago. Retail clerk cited a 30 day policy. I had requested a refund, replacement, or credit. I spend A LOT at Petsmart with 3 large dogs. Manager was "unavailable" Petsmart ...just lost my business.

Posted by jacob


Can I return a about 1 year old 20 gallon fish tank for store credit ?

Posted by jacob


I got a 20 gallon tank about maybe 1 year ago but I got it used from petsmart can I return it and get store credit .

Posted by Anonymous


I purchased the Whisper City Electric Liter box. The receipt clearly stated Receipt Good Until 5/2/16. When I returned it on 4/10/15, I was told that the store policy is only good for returns within 10 days and I had bought the litter box on 3/12/15. I pointed out that their return policy was NOT printed on the receipt, and where is it so a consumer can see it??? The cashier was rude and said here's the policy, it was behind her taped to her cashier cubby, of which you could not see, as she was standing in front of it when operating the cash register. She had to move to show it to me. She called a manager up there and I voice my concerns with her, that you mean, now I am stuck with an electric litter box that doesn't work, and you won't give me my money back?? She stated that since it was after 10 days of purchase that I would be issued a store credit. This was in Tyler, TX and I am not happy about this at all, I rarely shop there as it is so expensive, and then to not have their return policy posted where a consumer can clearly see it, or have it printed on the receipt. I would have brought it back within the 10 days, if only I had known. So consumers be aware of the poor return policy. Once I have spent the $97.38 store credit, I will never shop there again.

Posted by Bubbi


Purchased a total of 11 fish last week from the Hialeah Pet Smart. Fish started dying on the first night, three nights later 5 of the 11 fish had died. I call the store, was informed of the return policy and told to bring back the fish and a water sample. Once arriving the story quickly changed. My water sample was ok BUT they had products that would improve it. When i shared that I already owned those products, I was informed that I needed to improve my water quality and return with a second water sample before they would "refund"/ replace the dead fish I had. When asked to speak with the store manager, the young clerk walked away and shortly returned repeating the same second water test story. The manager refuse to speak with me. I have purchased, my 55 gallon tank, all filters, the Magum 220 filtration system, and all accessories from Petsmart.

Posted by BetterBetta


I bought 3 guppies 2 days ago and 2/3 are pregnant. My tank isn;t big enough for that many guppies. Going to return them tomorrow (all alive and well) And hopefully can get a full refund or equal exchange for them. (fish were chosen at random).

Posted by Stewart


I had purchased a car divider, to prevent my dogs from coming to the front of the car while I'm driving. I returned the item after 30 days and miss placed the receipt, I mentioned it to the manager she knew my husband and I were regular customers there. Stated no problem, bring it and I'll refund your money. When I brought in a week after there was a new manage - young girl, with new cashier. I went in and explained the situation and knew the managers name who authorized it and she the new manager said, yes, she knew I was speaking about but she relocated to the Richmond hill location. Now this new girl is there, the cashier as so rude and ignorant to my husband and I. She didn't know the meaning of customer service. The cashier refused to refund me but the new manager said, just refund her the money. It was in the right package never opened it, we simply decided not to use it - no need for us. However, my point is this cashier is still there and always has a chip on her shoulder, I even addressed my concerns to the new manager and by the looks of it, I'm not sure if anything was done. There is a hassle free return policy that pet smart offers, and trust me there was no hassle free, it's the principle! I didn't appreciate it and still don't the attitude, I ignore it but it's very uncomfortable for me.

Posted by liv303


I bought a retractable leash, and my dog broke it in a week. The string that extends out ripped in half when my dog pulled to run, I went back to the store because I thought it was insane since it was new. They gave me a new one no questions asked :)

Posted by Anonymous


I just bought a water bottle for a rabbit and I ripped it off the cardboard packaging already but I realized it was too small, can I still return it with the receipt?

Posted by Anonymous


I received a 1&1/2 lb 6 week old yorkie puppy from my grown children purchased in Durham N.C.and 2/ 4.5 bag of new balance organic sweet potato food. My daughter said the food had satisfaction guarantee. They gave me the 500.00 puppy recipient but not the one for the food. I have gave to her since xmas that is the worst smelling poo poo any pup could have

Posted by ladeeda


Everyone needs to realize that PetSmart, like any other store, has the right to refuse a return or purchase for any reason. For most items, a return without a receipt is no problem. However, if you're going to return one or several high dollar items without a receipt then it'll most likely be refused to prevent loss of money due to fraud. If the item isn't in a sellable condition, even if it's something small like a toy, then it may be refused without a receipt because the purchase date can't be verified. This is to prevent people from trying to return something they bought 8 months ago because they need the money now. Food is always guaranteed even without a receipt as long as at least half of the food is left and you have the original packaging. Just don't expect a refund if you're trying to return $300 worth of food without the receipt (looks suspicious). Just make your life and the employee's life easier and hold on to the receipt. Just tuck that piece of paper somewhere safe until after the 60 days or have the receipt emailed to you. It's not hard and if you don't keep it then it's kind of your fault, right? PetSmart does offer gift receipts. Now if you have the receipt, within the 60 days and someone still refuses it then they're being jerks.

Posted by Adolph


I was given two sweetest and a cooler as a gift for my dog that was too small for her and in perfect returning condition. I took them back to pets smart and they told me they wouldn't return them. So I said so what do I do just throw them in the trash and the manager told me I probley got them from thier trash. I never been so unsalted in my life so me thing that was given out of kind ness turned out to be a nightmear I'm going to take this all the way. How dare you peolpe judge me in such way. Your no hassle return policy should be more like a harassment return policy. And this was here in Albuquerque NM. Your company has know right posting all over the internet a hassle free return policy when your employees know nothing bout respect when it come to returning.

Posted by Nicole


I brought 2 items back to Petsmart that were a gift to me. (I was possibly getting a dog). Ended up not getting the dog and the person who gifted me with these items did not want them back. They were about $80 all together. I went to return the items, of course I didn't have a receipt, and was told by Petsmart that under no circumstances would a refund or a store credit be issued to me without the original receipt or credit card # (which there wasn't one) or the manager there being able to manually look up the receipt. The sale was no more than 2 to 3 weeks old so well within the 60 days. And I don't know if my friend bought them at the same time or not.
So your NO HASSLE policy is a bunch of bull. Now I have $80 worth of crap with no use. And I wouldn't purchase from you or even re-gift these items because I am so disgusted with your organization. And your prices are ridiculous.
Try advertising the truth for once.

Posted by Pointman


Very disappointed with petsmart. I usually go to their main rival who are awesome with their returns, but because petsmart is closer i was just lazy today.

I have a puppy who has jaws of steel and if the chew toy has any faults she will find them and destroy it. Well, i asked the guy at check out if i could return the toy if she destroys it real quick and he told me they will not do returns unless you have a very good reason... Like the company is to lazy to send back poor merchandise to the manufacture? Dog chew toys are not cheap! Anyway, their rival has a 7 day toy guaranty which i have used quite a bit and have not one time had an issue. Even the cheap toys they will refund. Today was the last day i will ever go to petsmart.

Posted by very disapointed in pet smart ne


I have always had fresh waer aquatic fish, in February 2015 pet smart had neon tetras on sale buy one get oen free, i purchased $28.00 worth for my stable and balanced 30 gallon fresh water tetra tank. i was told the fish have a 14 day guarantee. 2 were dead before i even made it home in the bag 6 or 7 miles from the store, i immediately called the store and was told to simply bring the fish in with receipt and they would gladly replace them. store location on Hall road in Utica Michigan, The next morning i noticed all of the newly purchased neon's were dead. i checked my water parimiaitors everything was within limits, when i got the the store the store manager Christine get involved holds the big up in the air and says sorry but the are not our fish. what the heck did she just say? These are not our fish? is there hidden sku# or serial numbers only visible by store managers? I have been fighting with there cope-rate office for over three months and getting nothing but the run around, do not buy fresh fresh or live animals from pets smart. they do not honor there gurantee or store policy> Ron Michigan

Posted by will1007


Petsmart is a joke. I have spent a lot of money on aquatic items and I had a faulty filter but no receipt. The manager, Buford Georgia, just said no receipt no return. They have seen me quite a bit and like I'm trying to get over on them for 35$ and all I wanted was to exchange. Amazon from this point forward. Rude power trip managers at the Buford location.

Posted by nikij


The store manager, I do believe his name was Andy at the wentzville Missouri location was very rude!!! I tried to return a doggy door that was purchased by my mother who was only in town for a week. She does not have a dog therefore does not take part in the pet perks program. She just simply purchased a doggy door for me while she was town. Anyway o tried to return this door and unfortunately I could not find my receipt so after doing research online at petsmart.com I did not find anywhere on that site that you could not return or even exchange a doggy door. There are some items listed that may not be exchanged or returned without a receipt however my doggy door is not on that list. Anyway without even asking any questions Andy(again I'm pretty sure that was his name) said they could not return this item without a receipt. The lady behind me even said sir you did not even ask what the item was how do you know you can't return it? At the same time I'm wondering this also. I have visited this store many times buying little items such as dog toys and treats dog food you know the usual items when owning a dog. However I will never go back to this store after dealing with this manager. He was extremely rude and talked to me as if I were nobody. And when my dog was trying to get his attention he just stared right through him like he didn't exist. Again I'm very dissatisfied with my expierence at this store and I am going to make sure everyone I know and everyone they know knows all about this expierence. Other than that I have never had a bad expierence. Everyone has always been extremely helpful and very polite. But this expierence has definitely ruined all of that and I will never go back to this location. That guy should not be a manager!!!

Posted by Terri Smith


I had the worst experience at the Fort Worth store off 4465 Bryant Irvin store dealing with the Manager Ron Singletary. With a receipt in hand and my ID he refused all my merchandise I was returning stating he could not validate my receipt. Rude dis respectful and was extremely unhelpful. Never will again shop at store. Returning for my son who is a rodeo personnel . I was exhausted after work did as a favor to him who travels all over the country to do TV broadcast and the did not uphold to policies on web site! Wow.... Telling everyone in PBR my experience. Will not be treated in this manner!!!!

Posted by Anonymous


Seems there's a trend... Went to a Petsmart in tempe marketplace & they did not follow this, said I had to have the receipt. I was trying to exchange an unused product for another product (I bought puppy instead of adult) that I had purchased three days ago. Eventually when I pushed back she went & looked it up online bc I had used my credit card... Although first insinuating I had not even bought it at that store... when it's right on the shelf. I thought maybe the return policy had changed because one of the things I always loved about Petsmart was the return policy & how easy it is. I wish there was a petco near me.
Now I have a defective toy I bought a couple months ago & didn't use until now, I just want store credit bc I buy stuff from there all the time (or used to). I'm gonna show them this page when they give me a hard time.

Posted by Starrii


I purchased General Cure recommended by a Petsmart employee. I treated 2 tanks, 75 gal and 10 gal, too up all the meds. It didn't work. I tried to return the item and was told I couldn't without at least some of the meds inside. I had to explain I had to use it all as I followed the directions on the box. One of the managers working that day said it's just like people they take meds and can't guarantee their health or well being. No hassle return policy a joke. I'm not driving 30 mins away to another Petsmart either. This is ridiculous. What the return policy says and the way they treat customers is unethical.

Posted by Anonymous


Yes I had to put my dog down the other day he was old and had health problems.we took back the unused dog food that we had cause obesley didnt need it anymore they said they could give us a gift card but my only dog was put to sleep what the hell so I need a gift card for.im still greaving over the loss of my dog.and I work in retail and by law you have 90 days to return any unused or unneeded products no questions asked. Not that ill need to go back there now but ill never go back and ill tell others not to shop there cause they do not care about customers or customer service.

Posted by BethfromNJ


Apparently, our hamster died 5 days too late to get a replacement, even with a receipt. Mays Landing, NJ store was more or less, 'it's past 14 days, you are beat." They give their pet products 60 days for returns, but they must not be confident they are selling healthy pets. That's okay, Arnold's Pets and Supplies in Northfield, NJ now have a new loyal customer.

Posted by tigergirl681@gmail.com


where in your policy doesn't say anything over good luck turn to the store my money was good enough to purchase a to me but when my dog passed away and I tried which are my dog. I had not been returned Rick used to return it because I've lost my receipt that is totally uncalled for it is very rude you can accept my cash but you cannot accept a returnI am very unsatisfied with petsmart and I had been a customer with you guys for years I don't know how else to explain the way I feel looking at my dog carrier everyday knowing that she got ran over by a vehicle insurance never use it

Posted by SE houston


My dog had pancreatitis and I had to return some Cesar's dog food to petsmart. I had approx 100-200 containers. When I got to the store the manager told me that she could look up purchases on my petsmart card or she can look it up using the last 4 digits of my credit card number. So I gave her all of the information. She was unable to find it in the system so she said that I could leave all of the food there and that she would call the district manager and get back to me. It's been over two hours and I haven't heard anything. I tried to call them 30 minutes ago and they told me that they would get back to me when they hear from their district manager. So I looked up the policy for petsmart and it said that items purchased over 60 days ago without a receipt can be returned for exhange and that the return was a no hassle. Well this is a lot of hassle to me.

Posted by Unhappy Lady


I have been a customer over 15 years at the Santa Cruz, California store and have always been treated very kindly and respectfully by the staff there. I have several animals and feel the prices are the best in town. Last evening I attempted to bring back some dog treats and dry dog food for return,(a few items were not from their store, no problem) but, when I approached the clerk, she said she was the night Manager, and I could not return my items without a receipt. I gave her 5 or 6 receipts to look thru and this took 20 minutes or so, then she told me not all items were accounted for and I would have to come back when I have the receipts to return the other items. Each one of my items were less than $5.00 each. Why was I being treated like this? On the back of the receipts, returns without a receipt would get the current price and merchandise card, and my ID, great, just like always. But not without a lecture for her, I wanted to cry. The next day I insisted on speaking with the day Supervisor and he informed me that it was up to each Manager on duty to make up their mind how to handle a customer return, since our area has so many homeless and transient customers trying to return items. I am a resident for 30 years in this town and own my home and I am older woman over 60. This customer service has left me with a very sleepless night last night and so I won't be going back to Petsmart for a long while, if ever, we have many other stores to choose from that perhaps will appreciate my hard earned money, even though the day Supervisor said he would talk to his staff, I feel he just wanted me to leave, he never even asked me for a phone number to get back to me, I offered my name to him. Just remember!one upset customer can tell 5 people and they to may have had a bad experience and then they tell 5 more. Think about that one! Where was the friendly customer service return policy, like printed on each receipt! Which I used to get at that store in the past...Good luck!

Posted by pissed


Honestly they have absolutely know problem taking your check but they make you wait 10 days to return any item and get your money back.Whats going to happen in 10 days anyway........????? if the check bounces you still have to pay the money back and fees so why in the world do you have to wait 10 days??????

Posted by Angry customer


I just tried to return my dogs Frontline plus package after one use due to horrible allergies to the medication. At the time i purchased the Frontline I also bought diapers that were to small for my dog and had to return a couple days after. At that time they took my receipt and replaced it with a receipt showing the refund (i never got the original receipt back). Today when trying to return the frontline medication, they asked me to show the original receipt and even though i explained the situation, they refused to acknowledge their mistake and just said "nothing we can do about". i could not even get store credit so now im out over $100 for nothing. This is the last time I purchase anything from Petsmart. Treat your customer with respect and you may have a higher customer retention.

Posted by Goordo


Horrible return policy. I purchased a gate at the Clearwater store and a week later went to return it to your New Port Richey store. I did not have a receipt but it was a Martha Stewart gate only carried by Pet Smart. They would not return it so I went to the Clearwater store and they would only give me a gift card. There inexperienced kids running there stores

Posted by Anonymous


I bought some items from petsmart today during morning and I went back to refund it that afternoon. Now its evening and I decided to check my online bank and they haven't transfer the money back. Does it take a few days to do it? Cause usually it'll transfer right when the transaction is done. Please help.

Posted by Anonymous


The policy says they'll load it onto your credit card, but fail to state that you need the credit card on your person when making the return.

I tried to return an item and had left my credit card in the car. When I said I didn't want store credit and that I'd come back later, the girl at the register processed me for store credit. Called her manager and found out that once she processed it there was nothing to be done.

Never shopping there again.

Posted by Anonymous


Same thing I bought a 35 dollar fish tank filter this morning. I did not open it. I went to return it to the store expecting to only get a gift card because I lost the receipt. The manager say she could not give me any type of refund with out a receipt. I will tell all my friends and family to never shop her again. Your management is a joke. I was very upset especially with all the money I have spent in this store. Never Again. Feel free to contact me if you would like to keep my business.

Posted by Anonymous


I tried to return aquarium to pets Mart in Johnson city Tennessee and was informed that even though it was new in original package that i could not exchange for store credit . What can you say for customer service like that .????

Posted by Jennifer


If animals are involved and they are dying because of starvation etc then that should be reported! I hope people do more then just leave a comment on here!

I personally have had wonderful customer service at 2 Petsmarts in Midlothian VA. The only bad experience I had was when I went to divy up several different bags of dog treats so I could take some to my dads dogs and as I was putting one type of treat into his bag I noticed little brown bugs. I immediately went in and asked for a refund. The only thing that bothered me a little is that they never made a comment about checking the other bags of that same product. I sure hope they did!

Posted by JustWantAFishTank


I placed an order on petsmart.com and for 2 weeks never received an email stating it shipped. I called 2 times...days. FINALLY I received an email stating it shipped and the tracking number for 4 days stated no such tracking number...it again! NO WAY! I just want my refund via paypal please! I still have not ...

Posted by GG3031


This is in reference to the Petsmart in Pace Florida. I prepaid over the phone for a dog training class and tried to cancel the ...that I cannot possibly get a refund. Well it is the third day with no return call and I had to call the store. I spoke with Mariah...get to the store before the manager leaves to have my credit card hopefully credited for services never received. Pet Smart can sure take your money over the phone, but to get a refund is difficult. I would suggest that no one can make a payment over the phone if this is the case. I work in retail management and refund all the time over...

Posted by Anonymous


When I was last at Petsmart, I purchased your ExquisiCat® Lightweight Cedar Scoopable Cat Litter. I put it in one of my own cats’ litter boxes (I...might have dropped. Then I opened the window. Within an hour, he was calming down. After about 2.5 hours, he returned mostly to normal. (He remained a bit manic.) By evening he was totally normal.mvj While I realize this...introduction and removal of the litter from his environment might only be co-temporal. But the fact that he began to return to normal almost immediately after I removed the litter makes this unlikely. My guess is that the litter (...

Posted by Cindie


.... I have been a customer for over 20 yrs at this store buying all of my cat & fish supplies... Banfield Vetfor all 4 of my cats. Tonight I attemted to return an Aqueon brand aquarium hood & light that...- I do have my receipt & wanted to exchange it but the new Manager on duty tonight would not... for weeks. Obviously, some aquarium products do wear out before the warranty & I have returned items in the past with no hassle, which is why I continue to shop there. ...over $45. I can take my $$ to another pet store or WalMart. Shame on you for hiring incompetent employees with...

Posted by fedup


I just returned from petsmart in Morrow Ga. I was the worse expirence I have ever had in a store. I wanted to purchase a doghouse. First there was no one on the floor to assist me. I went to the front of the store there was three people standing there talk one would...number which has nothing to do with my checking account. I have had this account for 45 years so I know ...resolution like another type of id or may verification from a bank card ect he is still like if it don't...to my limit. This is unacceptable service. If you manage a store you should be able to find resolutions for your ...

Posted by Anonymous


We bought a plecostmus from the Rockaway NY Petsmart. It died 2 days later. I went to the store to get a replacement. They checked the water, and told us the alkaline... to support it. Then the manager, Chris, said they couldn't give us a replacement no matter what without a receipt. My wife returned that same day with the receipt, and they continued to give us problems. Mind you, this... manager, Chris, did his best to avoid us at all costs. Most of the Plecostmus in the store died of starvation anyways, according to one of the staff. Never buy from this ...

Posted by Sandy


... for me with my name on it and it was to be left at register #1. Upon arriving at the store, it was busy, so after waiting in line for some time, the ... I was wrong, asked if I had maybe called the wrong store, she acted put out but agreed to look a bit further for my item. She left and returned shortly with my item, my name was clearly written on ... next. After I left I was still upset, so I decided to call the store to speak to the manager and to my surprise Serina answered and informed ...I have always had good customer service, but today was clearly not one of those days. S. McGinnis Camas, WA