PetSmart — Local services in East Hanover

My experience at this PetSmart location was an absolute nightmare, especially during the holiday season when excellent customer service should be a priority. If negative stars were possible, I would give them without hesitation.

When I purchased items at this store, I specifically asked the cashier if I could return everything if necessary, and I was assured there would be no issue as long as I had the receipt and the items were not entirely used. Fast forward to today: I returned to the store to process the return. As the cashier began scanning the items, there was an issue and she called the manager, who then involved the store supervisor, “Amber.”

Amber’s handling of the situation was beyond appalling. From the start, her attitude was dismissive and hostile. She outright refused the return, completely contradicting what I was told at the time of purchase and blatantly disregarding PetSmart’s own return policy. When I calmly explained the situation and asked her to honor what I was told, her rude response was, “I am not going to argue with you.”

It gets worse. When I asked for the corporate customer service number, Amber sarcastically said, “You have a phone; you can look it up yourself on Google.” I was absolutely shocked at her unprofessional and condescending attitude. To add insult to injury, when I told her I wanted to report her behavior, she literally laughed in my face.

I then looked up the number and contacted PetSmart Corporate, who confirmed on speakerphone in front of her the guy from corporate said that it is indeed company policy to accept returns, even for opened items, as long as the receipt is provided. Despite this, Amber refused to honor the policy and the guy from corporate overheard and was in complete shock and confused and told me she is not supposed to do that but she is the supervisor unfortunately and this is directly a clear violation of PetSmart’s return policy.

I overheard them on multiple occasions as I tried to gather the items I brought and was only refunded for 2 items but she only gave me less than half of what I paid for them and the rest of the items she refused to return them. I tried to get my items back that she refunded and even offered to pay for the items back so I can try contacting a few other sources and see if I can get a full refund or just keep it for evidence in a report but she withheld the items and completely refused to let me take MY ITEMS THAT I RETURNED back or even pay for them. This is blatant theft. Her lack of professionalism and empathy is unacceptable. No customer deserves to be treated this way

Amber’s behavior not only reflects poorly on her but also damages the reputation of PetSmart as a whole. As a supervisor, she should represent the best of what the company stands for—but she is doing the exact opposite. Her actions were unprofessional, disrespectful, and outright unacceptable. This incident has left me questioning PetSmart’s hiring practices and their judgment in placing someone like Amber in a position of authority. If management looks into other reviews, they’ll likely see similar complaints about her, and that should speak volumes. If she did all this to me I can only imagine all the people she did something to.

I have already reported the issue through several sources and still working on more.

This PetSmart has officially lost a loyal customer of over 12 years because of Amber. But it’s not just me—they will lose many more, as I will ensure everyone I know hears about this incident. Amber is a disgrace to PetSmart and has no place in her current role or any role that involves interacting with customers.

DO NOT SHOP AT THIS LOCATION. Amber, the supervisor at the East Hanover PetSmart, committed multiple blatant violations of the store’s return policy and just in general with theft(withheld my items). She and her coworkers mocked me, disrespected me, and refused to do their jobs. Stay far away from this location unless you want to be treated with the same utter disregard...

If I could give one fifttieth of a star, I would. Avoid this place at all costs. We went to Petco for some vaccinations for our 16 week old Tigger. Petco told us that he had an upper respritory infection and he needed a vet ASAP (unforunately PEtco doesnt have a vet). We went to Banfield as it was close. First impresion was poor. We were treated terribly by some receptionist who acted like she couldn't care less about us or our cat. After giving our names and cat's name a multidtude of times (its Tigger [for the eighth time] - they still labelled all his meds and called him Tiger, although that's petty) and our address and every questions they could ask. Why ask a question if you aren't going to listen to the answer and then re-ask the question two minutes later. Eventually we were seen by an assistant who was a nice young girl and was the only friendly person there. She helped us a little and told us the vet would be in momentarily. Fifteen minutes later the vet came in (very cold and disinteresed person) and looked at the cat and left. The friendly assistant came back in and gave us a bill for $200 and said she needed to take Tigger for 10 minutes and that we could wait in petsmart. We walked around petsmart for ten minutes and upon returning my fiance slipped on a puddle of urine sitting on the floor. That's not Petsmart's fault really as the owner I guess never told anyone, but when we told the unfriendly receptionist, she rolled her eyes, and five minutes later haphazardly cleaned up the urine constantly saying, "This isn't my job, this isn't my job..." We waited another fifteen minutes before asking where Tigger was. She looked around her immediate area, as if expecting to see him bundled up, and then said not out yet. Ten miuntes later he came out. They tried booking him for more vaccinations in ten days (each time the see an animal there's a flat $50 fee plus addons when the vet examines an animal and things of that nature). We told them we wouldn't be coming back and we will hold to that.

If your animal is sick, bring it to a different vet. If it needs shots, bring it to Petco...where there are very affordable shots every...

Very rude managers. We basically go to a fish store most weekends. We recently got a new dog so wanted to check out the daycare, grooming etc and grab a couple fish. We brought our last dog there years ago and liked it. We stopped at the fish department and tried to get a pleco and a molly. We pick one out, they can't figure out what it is, what the price is etc etc etc. they priced the wrong one (cheaper) so I'm not saying anything. They say "it's not even supposed to be in that tank, what's it doing on there?" Then they decide not to sell it to us, because she asked what we were putting it in and my wife said her 5 gallon. The lady goes NOPE very sharply and like throws her hand up and starts talking down to us (while referencing the information for the wrong fish ). I try to explain her we have plenty of tanks all over the house, fresh and salt , reef tanks etc etc. This part I kept to myself.... but only a moron would put a fish the size of my pinky nail straight into a Large mature stocked display tank without first putting it in observation (the 5 gallon) make sure it's eating and getting treated with meds if needed, especially from a place like that. They don't know what the fish even are , I doubt they know how to properly quarantine and treat a fish. But every time I started to talk , she just kept saying nope and throwing her hand up. I just left, they lost out on a lot of money from the day care , grooming and boarding, not to mention all the random things I'd be grabbing over the next hopefully 12-15 years we have the dog. I don't feel too bad about it cause there's a place nicer and closer to us that is gonna get our business , we were gonna travel further to there cause we liked it years ago, but whatever, guess it worked out anyway. This is mostly a warning to others. The staff isn't very informed, so if you're new I wouldn't listen to them or go there and if you're experienced you CAN'T go there sooooo....... Go there for some overpriced Amazon toys and dog food if you want but id stay away from the...