To Whom It May Concern (and yes, I'd send this straight to upper management): Let's talk about what went down at your Bloomington, IL PetSmart on June 11, 2025 at 1:00 PM, because wow -- what a disaster. I walked in, un-greeted and unnoticed. I headed to the aquatics section for five comet goldfish. One associate was helping two ladies, so I figured he'd circle back. Spoiler alert: he did not. I waited around, browsed nearby accessories, gave all the polite "I-need-help" body language -- and nothing. No staff in sight. Turns out, you now expect customers to scan a QR code to get help. Cute in theory, but not obvious at all. No sign, no heads-up -- nothing. I'm 38, I've been keeping fish since I could reach the tank, and never once have I needed to scan a code to ask for help. It's giving tech gimmick instead of customer service. After a solid 15 minutes of being ignored, I helped myself. I bagged the fish. No one noticed -- well, except another poor soul also lingering for help. I could've walked right out and no one would've known. That's how invisible customers are in your store. Then I head to checkout. There's a line four people deep, one sluggish cashier, and suddenly staff start magically appearing when the line gets long. A woman (shoulder-length brown hair, light blue eyes -- I assume the manager on duty) finally offers to ring me out. I explain that no one ever helped me, so I got the fish myself. Her response? Not concern, not an apology -- just attitude. She lectured me about the QR code, like I was supposed to be a mind reader, and tried to make me look stupid in front of the entire line. Newsflash: the only thing more embarrassing than being scolded for helping myself is the fact that I had to because no one was doing their job. Let me be clear -- I've worked in customer service for two decades. I know retail. I know what it looks like when employees hide in the back and leave the floor empty. I also know rule #1 is don't embarrass your customers -- especially the ones who are still trying to give you their money. The one bright spot? Your tall Hispanic associate -- he's always been kind and attentive. And the grooming team? Fantastic. But this manager's behavior? It soured the whole thing. One rotten attitude, and I'm done. So here we are. Feel free to check the cameras -- I was 6'5", wearing a purple shirt, black shorts, and a hat. You'll see exactly what I described. I'm not making this up. I just expected basic service. What I got was a masterclass in how not to run a store. Congrats, PetSmart. You've lost a loyal customer. Catch me at Petco from now on -- where the pets (and customers) actually get treated right. Sincerely, Andrew (Formally yours, now Petco's problem) read more

This place has problems with their fish dealers and constantly have problems with their fish being Ill. They made me fill out a form to buy an African clawed frog. And refused to sell me a pleco due to I said that it was going into a 20 gallon tank. It was only about an inch long. They said it needs a minimum of 50 gallon tank. I didn't want to argue with them about it. Honestly it was going to my 50 gallon, just wasn't set up yet. She made me feel like I didn't know anything about fish. Very rude. I bought my fish from a different store that gave me no hassle. read more

PetSmart - Pet Training Near Me - Bloomington, Illinois

A rude worker wearing leggings and jeans over said leggings told my roommate and I that we were not allowed to purchase a 50 cent goldfish unless we bought a 5 GALLON tank. She then told us we could not buy any fish with a tank less than 5 gallons. And then gave us a pamphlet and told us we should buy a snail. God forbid we wanted a 50 cent fish for our house. Anyways petco let us get one so petco stays on top. read more

BLOOMINGTON PETSMART GROOMING. ANNA IS THE BEST. From the very first grooming appointment New 16 week. Anna has been wonderful. She takes her time energy and sincere love of animal to the next level. Can not think of anything I would change. Anna you are the very best read more

We have been taking our Australian Shepherd to be groomed for several years. Trinity is so good with the Aussie. The Aussie was traumatized at Barking Lot, and over time has enjoyed his grooming and loves hanging out with Trinity. read more

We recently acquired a dog from a Wishbone rescue. She was brought in from a puppy mill. We filled out a form for a free 15 minute consultation and heard nothing. Another form was filled out for the free consultation, again nothing. We decided to go with their dog training class anyway. Our credit card was taken and the class scheduled but calling the PetSmart on Empire in Bloomington and the corporate office was again a waste of time. No one seems to know anything. We are cancelling the class and going elsewhere. They don't seem to care or hire people and do not train them. read more

I came in the store today and saw that they were out of crickets so then I asked when they get crickets in. They said Tuesday and Thursday so I said ok and began to walk away. The lady that was "helping me" said in a rude tone "how many crickets do you need" and I said 60 so then she made a face and said one second. Then she went to the cricket station and grabbed "60" crickets when I got to the register there was a beetle in there and more than half of them were dead. I definitely don't recommend getting crickets from there. All I want is a refund! read more

PetSmart - Dead crickets - Pet Training Near Me - Bloomington, Illinois

Took my dog to get a bath. I noticed when I got home that she had a cut across her leg. A large chunk of fur was missing around the cut. The cut seemed very clean, as in a clean cut. She didn't get a haircut so no scissors or sharp things should have been involved. They put her in a cage, which is something I don't do. Will not return. read more

Spa employee Jessica B did a great job taking care of my little dog. She help with some pretty questions and gave infomative explanations after treatments; as well as assisted in setting up a follow up appointment. I was back again tonight looking for more pet supplies. I also plan on checking out the PetSmart training seminars. read more

Clean, newer store with a nice layout. Reptiles, fish, Birds, Small animals appeared clean with a good variety. The only issue is finding someone to help you make a purchase. read more

This rating is for the grooming department. I've been coming to get my dog groomed here since they first opened. Loved the way Courtney groomed my dog! Anytime somebody else groomed him, wasn't happy so on that note I always made sure she was the one to groom him. Today I went for my monthly appointment with Courtney and they failed to tell me that she was no longer working there until I went to pick my dog up. The lady asked me if I wanted the usual haircut (Bichon style like a teddy bear look) and he ended up like a white hotdog. They shaved his entire face and left a long and obvious piece of hair hanging from his beard. Plus he was constantly shaking his head because he had water inside his ears and they were still wet. Also his tail and ears were a very choppy cut. Smh! Never coming back here again. They should've let me know she was no longer working there as I'm very picky when it comes to my boy! Obviously they don't know what a bichon haircut is and he was not matted btw. The last photo I post was him 2 days ago.. read more

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Petsmart always pricematches for me, which I love. Thank you guys! I. Always scoring awesome deals and getting to rack up pet perks! They have a lot to offer dog and cat wise. Their fish dept is small but the staff seems very helpful and knowlegable with the fish so thats great. I just wish they had more fishies to choose from. Overall this stores awesome. Highly recommend. read more

I have 3 guinea pigs and I love the buy online and pickup in store option. And save 5%!!!. Oxbow products aren't usually included, but its okay I understand they're popular. The staff is pretty great and fast to bring up the order. I always have to look at the baby boy guinea pigs before I get my pickup, and sometimes they lack hay, but overall have clear eyes and look good. I will be adding a hamster soon and will rely on PetSmart for all my hamster needs as well. Great store in Bloomington IL!!!!! read more