There are some seriously activist staff here, who would not sell me a $4.99, 1 inch guppy, because upon cross-examination they determined that my accommodations for said fish were inadequate (this righteousness in a store that sells many living creatures, including fish, as live food for other animals). My 11 year old son and I felt patronized and humiliated. We left, drove a mile to Petco, where we were treated very well, and managed to buy said guppy, which is swimming around happily at our home as I write this. To the staff at this Petsmart who take it upon themselves to screen tropical fish customers: You are working in the wrong job if you can’t see your hypocrisy.

I recently visited 215 Needham St newton at PetSmart, where I encountered a promotional offer of 'buy three toys, get the fourth free.' So I ended up getting four. However, as I was waiting in line at checkout, I noticed two racks on the top rack the promotion buy 3 get 4th free smaller cheaper toys. The lower level where I made my purchase of a toy small football displayed toys priced at $2.97 and $2.47, then I checked my receipt at the car and had to go back to check out, I was surprised to find that the $2.47 football toy was given to me for free, apparently as part of the promotion. I politely expressed my concern to the manager, Emily, that this constituted misrepresentation and misleading advertising. Unfortunately, Emily was dancing around the answers when I was asking a direct question She then became confrontational and she told me to get out of the store. Not only did she humiliate a paying customer, I spent over a hundred dollars in there, but in front of her colleagues too. Furthermore, I was disturbed to find that my receipt stated that if I returned the toy, I would incur a loss, contradicting Emily's verbal assurance that I would not. This inconsistency raises concerns about the store's return policy and transparency. It is unacceptable for a business to engage in misleading advertising and to have management not set up correctly or respond to customer concerns in a confrontational and dismissive manner. I hope that PetSmart will take steps to address these issues and don't worry, I will not be coming back. Emily like you encourage, I can only imagine what they do to the animals. I honestly went in there for just dog food just to cause myself more time aggravation. And a headache to give money to a company that hires people that could care less. I came here at 1 o'clock. It's now 251 despicable. I'll never come back to any PetSmart again. And I'll make sure I spread the word because there's so much competition. There's no need for people to get misled and scrutinize and mistreated Because a manager can't act professional

Fish : Never buy fishes from here. First of all they're not healthy, I bought one and they died by the time they reached home. The worst part is their return policy, you need to bring the dead fish to the store to prove them that we are not lying. A great way to trust your customers!!

I recently had a nightmare of a situation with the DoorDash same-day delivery and the manager on duty went above and beyond to make sure I got my cat food in time. Also the review below mine complaining about $.50 cents is ridiculous. I believe that they are working a thankless job and I wanted to express an overwhelming amount of gratitude for the service I received at the Newton Massachusetts location by all of their employees but especially the manager on duty on Thursday 8/21/25.

Place was amazing!!! Clean and well organized. Staff willing to help and very knowledgeable!! Found my new supply store.