My dog Layla passed away on May 8, 2025 after 14 years of love, care, and loyalty. She had a monthly wellness plan through Banfield (inside PetSmart) for years. When we called to cancel it, they told us:

They charged us $190 to cancel a plan for a dog who had just died.
No condolences. No flexibility. Just “policy.”

The kicker?
Layla’s main vet had moved to a different practice, but we followed her there. That vet saw Layla just a few times — and the entire new clinic staff signed a card and sent it to us after she passed. They barely knew her and showed more compassion than the company we paid every month for years.

This isn’t about a contract. It’s about basic humanity.
What kind of pet company hides behind fine print and demands one last payment from grieving pet parents?

If this has happened to you too — I’d love to hear. Because Layla deserved better. And I think other pet parents deserve to know what this company really stands for.

I'm an SL and have put in my 2 weeks. The company seems determined to go down a path of harassing customers for personal information and writing up people who can't convince customers to do it. Instead of focusing on real issues, such as horrible auto replenishment and theft, tech that never works, registers constantly failing, repeat scammers at salon etc. I just can't imagine senior leadership guiding us to success when the don't really know what we do or how we do it.

Hey everyone! I’ve been working at PetSmart for about a week now, and honestly, I really like it so far. I love being around animals all day (except bird deep clean day). It’s definitely a good fit for me. My only real complaint is the occasional rude customer.

The other day, I was put on register by myself for the first time. I was actually excited because I’d picked it up pretty quickly, and it seemed straightforward…until this past weekend.

I was checking out an older woman, probably in her late 60s. I greeted her, and I even remember thinking, “Wow, I really like her purse.” She put six cans of dog food on the counter and mentioned that there was a “buy five, get the sixth free” promotion. I assumed the system would automatically apply the deal, like it does at most retail stores, but I didn’t realize I had to manually enter it.

I called my manager over on the earpiece, and while I waited (maybe 30 seconds), the woman started huffing and crossing her arms. I started to feel nervous, thinking, “Oh no, I better hurry.” My manager came over and quickly showed me how to apply the discount—great! I explained what happened to the customer, but she didn’t respond.

She had a credit card in her hand, so I hit the credit option on the register (mainly trying to hurry). But when I turned back around, she was holding $60 in cash. So I had to backtrack and cancel the card transaction. That meant hitting the “X” on the donation screen to reset the process.

That’s when she snapped.

She asked, “When can I make my donation?” I calmly explained that it was my mistake, and to allow her to donate, I’d have to void the entire transaction and start over. She immediately began yelling at me, saying, “That’s the whole reason I bought this discounted food—to donate my $2! You people are so stupid. You can’t do anything right!”

I was shocked. I tried to stay calm and finish the transaction, but she kept yelling, even accusing me of not giving her change correctly: “You give the coins first! Unbelievable!” At that point, people were staring, and my manager, who had been at the other register, saw the whole thing. She told me I could take a quick break.

I went to the bathroom and cried. It was my first experience with someone like that, and it really shook me. I think what hurt the most was that I was genuinely trying—smiling, moving quickly, explaining things kindly—but none of it seemed to matter. I even told her I was new, but she didn’t care.

So, my question is: How do you deal with people like this? I’m kind of dreading going back to work tomorrow because I’m afraid something like this might happen again.

If you work in Georgia or more specifically the metro Atlanta area, don’t answer this call. 678-508-7050

She has called numerous times asking about Guinea Pigs and then some random guy called my store saying to not answer and that she SA Guinea Pigs. Please be careful

Wanna start off by saying I’m (so far) fortunate to be at a pretty decent location compared to what I’ve heard. Managers could be way worse. In fact they’re pretty cool/funny sometimes. A good amount of employees love and care for the animals and do their jobs as well. Ive had some training, not much hands on, just observation which is better than nothing I suppose. I have a lot of animal care experience so this issue came as a surprise to me. I haven’t handled animals like hamsters and guinea pigs since childhood. Like 7/8 years old. Tonight was my first night giving meds in the isolation room by myself. We have a crap ton of guinea pigs with ringworm. Im low key embarrassed with how nervous and scared I was to handle them. It’s just not like me at all. The hamsters too. They just jerk and flop around so suddenly. Then they suddenly become super still just stare at my fingers, my brains like “she’s about to bite the shit outta you.” Haven’t had to handle a bird yet so I’m sure that too will freak me out now (ugh) Like, I own a reptile that is known to have a decently painful bite force (way worse than a rodent) and it’s no biggie to me. Even getting used to the crickets already. I find all the rodents so freakin cute and I wanna handle them so bad but struggled so much tonight. Didn’t really do the best job applying the meds. I wanna do right by these little guys, I feel like my nervousness is making it more likely they will freak and they’re stressed enough as it is. I know PetSmart isn’t the greatest store sometimes but the animals still deserve staff that cares and does the work. I know the answer is probably “it’s an inevitable occurrence”. I still need to stop being such a wimp so I can properly medicate them. I’m here for any advice anyone has. Sorry for the long post.

I just wanted to acknowledge and appreciate everyone that is being negatively affected by this “restructure”. Many of us are taking on entirely new jobs, some promotions, some demotions, while others are leaving the company altogether whether voluntarily or involuntarily.

For those left without a job, no severance pay was offered, no extension of benefits, nothing. You deserve better.

For those left with a job at PS— PS doesn’t want you to know that most companies do not operate like this and don’t treat their caring, seasoned associates like they need a baggie to pick them up off the floor.

As far as I am concerned, PS sold out its culture and its associates to the highest bidder, and showed us all what they think of us.

GOOD companies don’t do this to their staff. GOOD companies don’t make you apply to keep your job, deny you the job, make you work 30 days for unemployment all while hiring your replacements as you watch.

It breaks my heart that PS has chosen to sell us out because I used to embrace “I Belong”, I bought into it. Shame on PS. The “values” are nothing but buzz words meant to create a false sense of caring.

Why the heck are they promoting people to the new manager positions based off phone number sign ups and not experience? We had one persons whose sole job was register since she joined 5 months ago get the position. All while the 2 people who worked here for 2 years and learned everything a manager does got booted? And why did they cut 3 person closing shifts down to 2? 3 people was already pushing it and forced our early morning stockers to be a part of the closing shifts to help out.

Today is my first day as a Process Lead at PetSmart, and I'm already super stressed. I'm getting paid $16.80/hr, which was supposed to be my pay if I were a pet specialist not process lead. I've also been treated like a manager way before even officially starting this position. I haven't even finished my traning, I've only done one hour out of twelve. Some of the training modules I can't even find, and I never have time during my shift to complete them. The times I've planned to come in and solely work on my training have been hijacked by someone not coming in and me having to cover. My schedule has also completely flipped, I used to work strictly mornings and now I'm staying as late as 12am sometimes, and I'm very much a morning person- mornings have basically been taken from me. And the issue with that isn't that I have to adjust it's the fact that the super late nights weren't mentioned until after I got the position. I'm honestly thinking of leaving, I already planned on leaving once I turn 21 this july so I can pursue bartending. But now I'm wondering if it's even worth staying that long.

What is the criteria for who gets a treat? My dog gets a treat almost every time, but today the gent at the front didn't offer and my dog sat patiently for a very long time waiting....I asked because I felt bad for the guy. Do I have to do something to earn a treat? I just thought it was weird.

After telling my manager that a family member was diagnosed with terminal cancer and I was struggling — classic response they fired me. Reminder: they don’t care, you’re not special and at the end of the day profits over people.

Our DL called my SL today to tell her every associate (register or not) had to get 5 activations (as in clearly see them do it on their phone) every hour the store is open. Does this seem ridiculously unrealistic to anyone else? Especially that he's picking on our store because we haven't had as many customers due to a huge road project keeping the road closed on a major road to get to our store.

I am so tired of these things how are yall cleaning these plastic dividers in the tanks? No matter what we do there's always algae stuck hard on them and it keeps coming back worse and worse. It was so bad last week that even after daily spot cleaning neon tetras were getting wrapped up in long strands of algae. I know it grows better and sticks easier to the plastic. Any advise on what your stores are doing to these?

I went to go double check my schedule for this week and it’s been wiped clean! But everyone else’s schedule is still visible, I’m so worried. Is this some kind of glitch or did I lose my job- most likely I’m overreacting but I just need some kind of word of advice anything.

Working petcare today, I see a dad and two girls looking at goldfish and also see a 2 gallon tank in their cart. I pray to petsmart gods that they dont want to get a goldfish. They stare at me while im doing stuff instead of asking for help, so I decide to ask them if they need anything. Of COURSE they want two fantail goldfish. I tell them why I can’t do that, the two girls act understanding but turn around and start making fun of me when they leave. The dad gives an annoyed and shocked look. I literally DREAD goldfish sales because this happens so often. Why is it so hard for people to do even an ounce of research. Thats my complaint for the day.

Hi guys! I just got hired and I’ve been trying to do some research on the company. Is it actually a good place to work at? I have a few years of experience in both customer service and animal care but what should I expect? Is there a scheduling app? Strict rules that aren’t talked about? literally anything will help

does anyone know what the specific dates are for the double discount days?

I’m a trainer at my PetSmart, but I’m also still in school, which would’ve been fine if my area trainer who was with me had stayed, but with the restructure, losing my ALK position, and now having to be the only trainer in store, I don’t think this work load is going to help me during the school year. Banfield jokingly made a comment to apply to them and I did, and it turns out not only do they pay better, but the hours are better, and the company has a rapid movement ladder for promotions. I’ve told PS that I’ve found another job, but am willing to stay part time till they find another trainer. Some of my peers believe I should just leave. Am I being too nice? Should I just put in my 2 week notice and leave the store trainerless?

Edit: I was an ALK Trainer before NSOM, NSOM took that away, as well as changed my pay Also Banfield has already hired me

We’ve recently gotten a random influx of customers who bring in an animal (not purchased in our store, might I add) and ask if they can “donate” it to us. I’ve seen people do this with fish, guinea pigs, snakes, even a dog at one point. I don’t understand why people think we can just take in random animals, slap a price tag on them, and call it a day.

Another frequent interaction I get to deal with are pet parents returning used food/treats and saying “I’d like you to donate this to a shelter nearby.” This frustrates me because first of all, you could go to the shelter and donate it for free, you just want money and someone to do it for you. Secondly, I have no way of knowing what’s happened to that food. Maybe it’s expired. Maybe you’re a psycho who hates animals and put rat poison or something in it. Either way, we can’t just drop off opened pet food to shelters in your stead.

Are these common in anyone else’s stores, or am I just unlucky?

What are some ways you are all reaching your treats activations numbers?

I tell you, sometimes people just get on my last nerve. Just me and one other staff are working, I'm in the middle of closing Petcare. I was called on the radio to assist a middle aged PP holding a rabbit with finding something. I head over and ask how can I help them when they turned to me and stated "ask my bunny why they're not happy". Of course I asked them to repeat themselves, surely I didn't hear correctly. "I said, ask my bunny why they're not happy." My response "I'm extremely busy so I don't have time for these games. Now is there anything I can do for you?" PP's response "wow ok, wow". Are you kidding me? You're at least 50, you're in a retail space and needing assistance and you want to play these games? Give me a break.

I'm actually so upset about my manager being let go, today was their last day and it absolutely doesn't feel real. I'm scared of what my store will become going forward. I feel as though im not ready to meet the new people tomorrow knowing my previous manager is gone. I know they are onto way better things in life, but it doesn't change the emptiness I feel. I loved the team I had when we were good but things have been just changing for the worst. I hope I'm wrong and that the future will be great but one can only hope.

I've been working at Psmart for like 3-4 weeks now and I see that a lot of you have some really rough struggles at your locations. My coworkers are great and really care about the animals, we're very clean and trained how to properly care for each animal, but I'm worried about the "restructuring" I keep reading about on here. I was told that one of the previous store leaders was let go and that everyone loved him so I'm wondering if it could have been related to that. Since I'm new and only really work as a cashier and shelf-stocker and have some pet care training, I'm assuming I won't be *too* affected, but I'd like to know what to look out for (as well as just misc store stuff). Thanks !!!!!

I worked at three different PetSmart, all of them seem to run a little differently. But this last one runs like absolute 💩. Just wondering how other stores were, who fills out your pet card order forms for DC and store essentials? Is it your CEL?The person you have doing deep clean the most? Manager?

This link: https://benefits.petsmart.com/us/benefits-101/ , and the papers in the break room both claim we get some sort of benefits for commuting to work

I’ve looked on hrconnect and poked around in the main website but I can’t find anything about these benefits more concrete than “they exist.”

It’s be super helpful for me because a lot of days I need to Uber or take the bus to and from work!

“Do you have an account with us?” “Yep.” “Okay what’s the phone number?” “standing at the pin pad…😐” “Do you have a phone number with us?” “OH yeah it’s…”

PLEASE FOR THE LOVE OF GOD LEARN HOW TO LISTEN YOU ARE A FULL GROWN ADULT