October 2, 2021 SaturdayI walked in the store with my return item in a dark blue reusable polyester fabric bag I purchased from Amazon and my spider pet costume was inside along with its tags. I decided to go check out clothing pet items first to see what new items were in stock. I was in the last section which is right across the front desk vet clinic. There was a store associate with a shopping cart to my left in that same clothing area where I was at. I was contemplating on a TopPaw burgundy overall dress with an oatmeal colored sweater. I had my return bag on my left forearm, my car key on my left hand. I grabbed my iPhone 11 ProMax from my purse back pocket (same size). The store associate that was to my left eventually asked me if I needed anything as she was walking past behind me with her cart and I looked towards her and answered her “no thank you.” “So you don’t need any help ?” “No I don’t need any help.” I wondered why she asked me twice, perhaps she didn’t hear me the first time as I had a mask on. At the register I showed an assoc my cell phone as I placed it on the conveyor belt and had the receipt scan bar in view. With an attitude the earlier assoc said she wasn’t going to accept my return item because I was back there and she saw me with my bag. I was so confused. My bag ? I asked. I told her I have my receipt right on my cell phone and it shows the item I bought from this store and I have the item in this bag. She said she won’t accept the item and if I don’t like it to take it to corporate. I told her that if my bag was an issue at the store she could’ve told me that and not approach me so rudely about it at the register but she didn’t have anything else to say except “sorry.” But no, she wasn’t genuinely sorry. My first thought was that she was a an unprofessional store assoc but I was in shock when she said she was the store manager after I asked for one. I realized she was accusing me of stealing and how could she if I’m at the register trying to do a return for an item I have a receipt for.I left the store in shock, in disbelief of what just happened and I was so embarrassed at how she treated me. If she is the “store manager” why would she approach me and talk to me like that and falsely accuse me of something I didn’t even do.I decided to go back to the store to do my return as I knew I was in my lawful right. The girl at the register informed me she couldn’t do the return because could get into trouble, “sorry” but I could return but at another location. I asked her if there was a store policy of having this type of bag and she said she didn’t know. I held back my tears as I told her “what just happened to me was really wrong, we see these type of things in the media all the time especially with racial profiling and I never thought I was going to be treated this way.” I asked her if there was someone else above the store manager and she said “yes but that they aren’t here today”I contact you, PetSmart corporate, a professional Petsmart store manager of this location to please take action in this matter immediately because I will not let this situation go and I will pursue another action if it doesn’t get rectified.This incident occurred around 5:20pm October 2, 2021. The store managers name on shift at that time was Jenny. I have provided you the details so I ask you to check all surveillance cameras which will have 100% proof and show that I never took and stole any item from this store. Perhaps she racial profiled me.This issue doesn’t get thrown under the rug by simply going to another Petsmart location to do a return. Another customer would’ve definitely stood there and made sure the return was made and had her check the cameras on the spot and possibly had the store manager above “Jenny” Aware of the situation.Many things go unspoken of and not reported and thats why many people get away with things because no one came forward to say a word because they think no one will hear and listen and that no one will believe and nothing will be done.

Very friendly place... Very helpful.. Everything so easily found.. Very lovable and very helpful employees!! Loved it there and so did my puppy.. The, what I call, The Puppy Spa, have very Lovable, Friendly, sweet, and more, employees.. I thank yall for how beautiful yall made my puppy look... My pictures are of my puppy tired after spa day... Lol...

Clean well stocked store. The only reason I am giving it 4 stars is that I find most times that I come here that I have to wait in line, when they have multiple employees on the floor. They need to learn to call a second cashier so the wait is not as bad.

I hate going there. Every time I am spoken down to, have to sign a form that Im going to take care of the pets, they push to not sell me anything if I come close to saying I dont have the tank or cage already going... They should really consider that it is a possibility that I have years more experience and training than they do. Assuming the best in the customer gets far better results than assuming the worst.

Horrible if you was going to shave the back should have shaved the whole body! This is just horrible my rate is -5stars

I’m going to be honest I hate coming here for the past 6 months they treated my son (my dog is my son) poorly since he was 2 months old my dog has major anxiety when he comes here there were days where it wasn’t once but multiple times he’d come home throwing up really badly and the people we’d contact at petsmart or ban-field hospital would always tell us it was his “food” if not other excuses. They’d also try to pull quick ones on us trying to get us pay more than what needed to be paid at the ban-field hospital as well. Today we had a bad experience with Ms.Abigail A, when we showed up we were a little a late but she had a major attitude towards me and girlfriend and she was already giving us hints that she didn’t want to groom our son, our son was scared like something has happened before at the salon he did not want to go in at all. The lady proceeded to give my son a couple heavy slaps on his stomach and then proceeded to yank him back which spooked my son, and then she did not want to groom him at all saying “Yeah I don’t deal with this at all !” The only GOOD groomer there is Mia, thank you Mia for your help cause when you groom our baby he is on all paws and ready to go for the day.

Seems to be low on product, and I don’t recall anyone greeting us. We needed new filter inserts for our fish tank, but couldn’t find them.The girls at the check out were nice, and we got a different filter altogether.

I went to PetSmart on Conroe today to have my pets nails done. They were great in the salon but the cashier up front was not. I had a print out to take up front to her to pay for the nail grinding and it is all I had in my hand. I didn’t realize she had the conveyor belt going so I set the paper down and she became annoyed and told me that next time I need to hand her the paper and not set on the conveyor belt because it could have got sucked up. I felt like a 2 year old being scolded and she was short with me the rest of the transaction. I think she should have kept her comment to herself because clearly I wouldn’t have set it down if I’d known it was going. Most places don’t want u to hand anything to them and ask u to set it down anyways because of covid.

This toy was the best toy we have ever bought it has lasted him about 3 weeks and that is great because most toys only last about 3 mins with him

Snakes love tha 4 packs of adult mice, however, yall need ta do inventory better. I always see every otha size, but more often than not, yall are out of the adult mice and take foreva to get more in. Also dont have no crickets. Only seem ta have any on Tuesday and if ya aint there right when they come in, ya dont get none. Why dont ya order more crickets then??? Theyll sell ya the pets an then never have any food for em.

Always love going here I even got matching outfits for my dog and my sisters

Took my rescue bully to them for his first bath. These lasys are so professional and did an amazing job looking him over and giving this bully boy the spa treatment. We will definitely be back.

Decent store with a good selection. Some inventory is low but is understandable given the economy right now.

The grooming staff are always kind and gentle with our 2 boxers. Even our shy, nervous girl calms down after a few minutes. Both dogs love being brushed with the curry brush!

Cashier was a little chatty, which held up the line.

This PetSmart is a clean store. The selection of treats our dogs favor from PetSmart were not available at this location. Upon inquiry staff response was fault finding an blame towards supplier as opposed to customer friendly solution seeking assistance. Management leadership is a suggestion for retail service success.

Took over 5.5 hours to groom my dog. Dropped her off early (appointment at 4, dropped off at 3:30) and was told to be there at 7:30 because they closed at 8. I arrived at about 7:20 and was told they werent done. I didnt leave the store until 8:46.I know my dog is a Husky, but I have never had a professional groomer take more than 2-3 hours AT MOST. Not a single apology from the staff or anyone, and the employees in the store kept asking me why I was just walking around. Ill be getting my dog groomed elsewhere.

Great store with helpful staff. Always seem to have what were looking for.

I took my dog there and she was supposed to be groomed but they couldnt do it because what we thought was bubble gum they said it was a scab and suggested that we would take her to the vet so we did and found out that the scab was a tumor and she had to get surgery so you see if it wasnt for them my dog wouldnt be here today so for the people who helped me thank you for saving my dogs life ❣️

Rude workers, waited and walked around for 15 min before we had to go find someone to help. Would rather go to the one at valley ranch.

Easy to find what you need & everyone is friendly

We were looking for a special cat food for an elderly Mainecoon cat. They had just what we needed.

Awesome Friendly Professional Staff and Outstanding Awesome Friendly Customer Service!! They Really Take Care of The Customer!!

The store Staff is always very friendly and the grooming staff is always even better keyoni (idk if I spelled it right) always takes care of my sisters 3 dachshunds and does amazing. Super hard worker. The dogs are always well taken care of and the people are always done right by staff too. Large selections as well. Very clean store and very helpful associates. From the animals to the people no matter what department yall are in, you will be taken care of. You and the fur babies!

The vets at Banfield are outstanding.

Wonderful people working there, great place to get everything you need for your pet...

I went in to get the store brand simply nourish which I love and they didnt have the aisle or shelf labeled very well. It was sitting under a royal canin sign. I found it but I think someone messed up the planagram.

Went to this store to buy our daughter a hamster on 5/22/21 and the employees had a dead personality and were not helpful.

Very knowledgeable staff and friendly

Came to get my daughter her first pet, a fish. The worker that helped named Michael, had alot of attitude because I needed to know what all I should get for the fish. Told me it was obvious on what I should be looking for. Why work in retail if you cant help the customer without whining?

Friendly staff our dog loves everyone there. Pet supplies out of this world best inventory. Grooming salon best I have had used to groom our dog. Never have been disappointed. Missys mom & dad.👍💟💯 percent satisfied.

I brought 8 fishes from petsmart last week . Out of 8 fish 5 of them died. Horrible..

I really enjoy me and my dogs visits their always kind and they always answer any questions I might have about her care. And the Insurance program they offer really helps with office visit costs and also medicine and injections.

Loved how they treated my dog

People are friendly and helpful.

The girl who checked me out was very friendly & professional!

The groomers are very helpful

Christ brought me my order curbside and was very nice to bring my order when I called to ask why my order had not been out to me.

Awesome staff and store is always neat n tidy. Unfortunately they dont regularly or continue to carry the products we get anymore it seems.

Almost have all I need but I understand its hard to keep ensuring in spite when you can order on line

They had what we needed. Something shorted out on my pond heater and it seems a few of my goldfish didnt make it. Picked up a few dozen more and I cannot complain about the prices we paid for them but the rest of what we looked at were a bit pricey. Got some flake food because we really needed it but will source it online next time

Incredibly helpful fella in the fish department helped us get all we needed for our toddlers first pet :)

Wonderful place, always well stocked. the people there are friendly and very helpful

Great store for more and newer items. The young man in the fish department was super helpful with mom and my fish and answering our questions.

The workers are son nice

Rae gave me an excellent customer service experience. She was very pleasant and took the time to make sure I felt like I was getting a lot of value in my visit. She made conversation and made me feel like a family member. I will be back.

10 people in line and 1 cashier. No other employees in sight. No manager.

I wish there were more associates on the floor to help and friendlier cashiers. Night and day from Petco. My experience at Petco was awesome. Petsmart can learn from them.

I love pet smart. Me at of the time I can find someone to help me and theyre good at keeping the housing areas clean for the animals.... Conroe location is the my store

I did a curbside pickup & didn’t realize that the item given to me was opened & someone taped it up. I called & talked to Michael/Mike, the manager. I explained to him what happened & he told me that I could go back & do an exchange. When I went to the store he placed the item to the side & attached a note, letting the employees know about the situation. Small gestures go a long way. Thank you!!

It’s a good place to buy stuff for animals. Prices are ehhh. They also have a grooming service. Recommend

Never bring your dogs to this grooming salon ! They always cut my dogs hair too short even when I ask them to no .. my dogs look like a cat now . THIS IS THE SECOND TIME THEY MAKE MISTAKES CUTTING MY DOGS HAIR, NEVER TRUST THIS PLACE … BAD SERVICE

Pretty clean and organized.

Good selection of products. Courteous & helpful staff.

We took 1 of our dogs with us, she is very social and has never met an enemy. Got her a harness, which she is very proud of. Everyone was really nice and I think Adara really enjoyed it.

Amazing service and the employees go above and beyond to make sure everythings to satisfaction just amazing place over all

I usually just go for worms and crickets for my Water Dragon, noticed that the prices for dog food make me cringe. The guy with the long hair is very nice! Other people in that department arent as friendly. One time an employee had raised her voice at me stating we dont have crickets. I told her that I knew how to read and I was interested in the worms. After she told me they didnt have small, I pointed them out so she could see that they did in fact, have small worms in stock!! Other than that, my visits have always been great 👍

I went in to get goldfish for my granddaughters birthday party. They were intended to be giveaways for their guests. I asked if we could get plastic containers to put them in and not a bag. The rude male associate told me that he is not allowed to sell goldfish for a birthday, he could not put them in individual containers. When I asked if he could put them in individual bags he said no. I was willing to pay for everything along with buying other items but now this store did not only lose this sell but my complete business and I shop there regularly for all my pet needs. No more and will not recommend them to anyone. The associate didnt even bother to ask me if I needed help when he saw me standing at the fish tanks.

Bought a bird! Great place.

How is it I can call and ask for Crickets and get told they have plenty and when I head up there not even 5 mins later head there and they have none.... I asked about a limit needing about 100 and they said they do not limit we have plenty and then when I am there there is none at all.... poor poor communication or lack of correct answers to ensure they give a correct answer.

They have a very good supply of horn worms for my Bearded Dragon. Staff is helpful and knowledgeable.

Great instocks but theres no employees to help if you have questions.

Pets Petsmart pet friendly and owner friendly all around good place to take your pet

Quick in and out, always courteous staff.

Great store, wonderful customer service, the groomers are amazing!!!

Very nice place for my furbaby. He is getting checking up and follow up shots today the insurance is worth It saved alot

Didnt find what we were looking for and the id tags for dogs and cats are positioned in a inconvenient place.

Love their grooming facility and the Banfield vets.

Unfriendly staff but theyve probably had a rough few weeks. Dog crate on sale rang up full price... I hate that mess! Overall, Ill stick with my online pet supplies store.

Grade A+Excellent serviceFriendly folksNo pressureTons of communication from Banfield

My puppy came back home from the groomer vomiting and having diarrhea.

They did not have a lot of small animals. Did not have anything that I was looking for. And they are to high in price for people on retirement.

They throw live fish in there dumpster

Great as usual. ... just wish they sold rats 🐀 for my snake to eat.

Seems to always have what Im looking for.

They take excellent care of my canine babies....

I been taking my girls(Luna and Lila) here to get groomed for about a year now and just recently we moved three hr away to Louisiana but I still come into town to get my girls groomed by people I trust to not only have them looking nice but also treat them with care and patience. The girls normally see Mckenna and Olivia and they always do a fantastic job, However I believe they saw Hannah and adrianna this past Sunday and they also did a great job. Lila tends to get separation anxiety when she’s away from me but the girls at this location take good care of her.

Always have what we are looking for! Very friendly people! Great discounts!

Helpful, and love to take our furbaby shopping!

Attention to customer and friendly attitude. Good employees who love what they do. Good assortment of pet supplies.

Good products

PetSmartWhat a fun place to shop and bring your pet.

I have had four bad experiences at this location in the last few months, all with the same horrible cashier. They also have two male managers Of which neither is willing to fix their own store mistakes or make allowances or compromise for unique situations. Long gone are the days of “The customer is always right”. They have ZERO interest in going out of their way to accommodate a clients need, no matter how SERIOUS. They completely disregarded the well-being of my beloved sick pet. I have ZERO sympathy for this store’s image or reputation. Good luck getting a referral out of me! You just lost about 30 clients tonight! Dr. Bergfeld will get all our business at Conroe Feeder Supply on South Main, from now on! He’s a family owned DVM owned business and it’s high time we get back to supporting our locally owned mom and pop stores. These big box stores like Petsmart continue to prove time and time again they do not care about the customer.

Great place with all the treats...and other things dogs need but Jake only cares about the treats

The grooming salon Manager, Hannah, is amazing! She is so great at taking care of my two girls (Chiweenie & Chihuahua). Her customer service is best in class. Her whole team is great but she makes the place special!

Enjoyable experience helpful customer service representative !!

Price discrepancy, the register price does not reflect the real price. Very low stock.

Lots to choose from and the place was full of good morale plus the animals are welcome. They also have a mini dog park outside

Good experience

I dont often give bad reviews. I always try to find the positive; however, customer service was terrible. I had to lead the associate into assisting me. The people that were working seemed lethargic and uncaring. I hope this isnt indicative of all the personnel.

Great store and has everything you could possibly need for your pet.

I bought fish and all 15 dead the same day

We needed kitten items an found it all

It was nice easy to navigate and clean and everyone was nice

Great staff who know a lot about animals and fish

My dog has Liver disease and can only eat Hills or Royal Canin prescription canned food. There is never enough Hills and NEVER any Royal Canin. I was forced to go thru my vet so I would have plenty on hand.

It was OK everyone was polite and I was not there to get my animals Vaccinated. Their only concern was that everyone had to wear a mask 😷

The staff was very helpful in finding my options to doctor an injured cat. They also informed me they would match their online prices in the store, that saved me about$10. And of course my kids love coming here to see the animals.

Issac, the manager, turned a very negative experience with the most unprofessional sales associate I’ve ever experienced, into a massive positive. I cannot say enough about how excellent he is, how I was treated as a paying customer. This man needs to be the general manager of this store or another. Thank you

Found all the stuff I needed ..... For my cats party .