I come here looking to buy specific things, half the time I walk out empty handed. If I need help finding something I get to play a game of hide and go seek to find an employee. Or if I do find someone I get told more often than not: we don't carry that! (That should be their unofficial corporate motto!)
But no review of PetSmart would be complete without mentioning their BanField clinic in the back. Avoid the clinic unless you like a SEVERE NASTY ATTITUDE coupled with absolutely CLUELESS help. Having grown up on a dairy farm in SW Missouri I'm no veterinarian but I do know a few things about animal health and products that work. So the last thing I need is some punk telling me yeah we carry that but you can't use it for what you're trying to do. Yeah, shut your mouth, point me to what I want to buy, and just accept that I was being nice by telling you what I was going to do with the stuff. If I wanted you to "preach to me" about anything I'll meet you in church and you better have a bible in your hands. Again my experience seems to turn into something best described as SERIOUSLY FRUSTRATING almost every time I go back there to pick up something and have to ask because it's not intelligently put out on the shelves....
I've also had issues with the quality of their dog toys. Anything that says "Kong" on the label can be demolished by my mother in law's Tea Cup Yorkie in about 3 1/2 minutes. And I do mean ANYTHING. $70 worth of toys tried, all of them got trashed. And we won't even touch on other product quality issues found here, and to top it all off they are pricey. Sometimes you're in a hurry so speed / convenience trumps price, and when it does I get suckered into coming back to this store. And as I said I usually kick myself going out the door for being stupid and not driving somewhere else.
The only reason they get the 2nd Star is once in a while they have stuff I need, and my 2 year old likes looking at the fish, the birds, and the kitty cats.