View source for PetSmart

{{short description|American pet supply store chain}}
{{Use mdy dates|date=June 2015}}
{{Infobox company
| name = PetSmart Inc.
| native_name =
| native_name_lang = <!-- Use ISO 639-1 code, e.g. "fr" for French. For multiple names in different languages, use {{lang|[code]|[name]}}. -->
| romanized_name =
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| logo = PetSmart.svg
| logo_size =
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| image =
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| type = [[Privately held company|Private]]
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| predecessor = <!-- or: | predecessors = -->
| successor = <!-- or: | successors = -->
| founder = Jim Dougherty
| defunct = <!-- {{end date|YYYY|MM|DD}} -->
| fate =
| area_served = [[United States]]<br>[[Canada]]
| key_people = J.K. Symancyk {{small|(CEO)}}
| industry = [[Retail]]
| products = Pet food, pet supplies
| brands =
| production =
| services = Grooming, training, PetsHotel, Doggie Day Camp
| revenue = {{increase}}$7 billion (2020)<ref>{{Cite web|url=https://www.forbes.com/companies/petsmart/|title=Petsmart|website=[[Forbes]]}}</ref>
| operating_income =
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| owner = [[BC Partners]]
| members =
| num_employees = 56,000 (2020)<ref>Louch, William. [https://www.wsj.com/articles/petsmart-workers-ask-retailers-private-equity-owner-for-coronavirus-protections-11594235984 "PetSmart Workers Ask Retailer’s Private-Equity Owner for Coronavirus Protections"]. ''[[Wall Street Journal]]''. July 8, 2020.</ref>
| divisions = [[PetSmart Charities]]
| subsid =
| website = {{URL|www.petsmart.com}}            <!-- {{URL|example.com}} -->
| footnotes =
| former_name = PetFood Warehouse,<br/>PETsMART
| foundation = {{start date and age|1986|08|14}} in [[Phoenix, Arizona|Phoenix]], [[Arizona]],<br>[[United States]]
| location = [[Phoenix, Arizona]]
| location_city =
| location_country = [[United States]]
| locations = 1,600+ (2020)<ref name="about"/>
| bodystyle =
}}
[[File:11.28.07PetSmartByLuigiNovi.JPG|thumb|PetSmart in [[Secaucus, New Jersey]]]]
[[File:Oakville Place Pet Smart interior 2023.jpg|thumb|PetSmart store in [[Oakville Place]], [[Ontario]]]]
'''PetSmart Inc.''' is a privately held American chain of pet [[Big-box store|superstores]], which sell pet products, services, and small pets. It is the leading [[North America]]n pet company, and its direct competitor is [[Petco]].<ref>[https://bestcompany.com/pet-stores/compare/petco-vs-petsmart "Petco vs PetSmart"]. ''BestCompany.com''. Retrieved August 25, 2020.</ref><ref>Kalaygian, Mark. [http://www.petbusiness.com/March-2019/The-Top-25-Pet-Retailers-in-North-America/ "The Top 25 Pet Retailers in North America"]. ''Pet Business''.  March 1, 2019.</ref> Its indirect competitors are [[Amazon (company)|Amazon]], [[Walmart]], and [[Target Corporation|Target]].<ref name="Showrooming">Thau, Barbara. [https://www.forbes.com/sites/barbarathau/2013/03/01/why-bed-bath-and-beyond-petsmart-should-fear-showrooming-more-than-best-buy/ "Why Bed Bath And Beyond, PetSmart Should Fear Showrooming More Than Best Buy"]. ''[[Forbes]]''. March 1, 2013.</ref> As of 2020, PetSmart has more than 1,650 stores in the United States and Canada.<ref name="about">[https://www.petsmartcorporate.com/ "About PetSmart"]. Retrieved August 25, 2020.</ref> PetSmart stores sell pet food, pet supplies, pet accessories, and small pets. Stores also provide services including grooming, dog daycare, dog and cat boarding, veterinary care via in-store third-party clinics, and dog training. They also offer dog and cat adoption via in-store adoption centers facilitated by the non-profit [[PetSmart Charities]].
Founded in 1986 by Jim and Janice Dougherty, the company opened its first two stores in 1987 in [[Phoenix, Arizona|Phoenix]], Arizona under the name PetFood Warehouse, as warehouse-type stores that sold pet food in bulk at discount prices. Under new leadership the company changed its name to '''Pet Smart''' in 1989 and, along with expanding around the country, began a long-term shift away from visually unappealing discount warehouse stores to attractive stores that sold pet food and supplies and offered services such as grooming, adoption events, and vet visits. The company went public via an IPO in 1993, and thereafter increased its nationwide expansion and the types of goods and services it offered.
After opening nearly 300 stores in the U.S., in 1996, the company expanded to [[Canada]]. Around the same time, it also bought and renamed a pet-store chain in the [[United Kingdom|UK]], but the over-priced purchase was a failure financially and operationally, and PETsMART sold the UK chain at a substantial loss to rival UK pet-store [[Pets at Home]], in late 1999. The failed UK expansion brought a loss in profitability and a low point for PETsMART stock in 2000. The company's third CEO, Phil Francis, re-tooled the company by emphasizing employee training and customer service, overhauling operations and systems, redesigning stores for visual appeal, and marketing PETsMART as a one-stop shop for pet products and services. By 2002, the company had fully integrated its in-store, online, and catalog sales. Francis also led the opening of an average of 100 new stores per year from 2002 through 2009.
In 2005, the company changed its name to PetSmart and refocused its branding on "pet parents" who considered their pets part of their families. Differentiating itself by emphasizing its channel-exclusive brands and its in-store services such as grooming, dog training, day care and boarding, veterinary care, and adoption centers, the company nonetheless experienced encroaching competition from big-box stores and online e-tailers. The company was acquired by a [[private equity]] consortium led by [[BC Partners]] in March 2015. In May 2017 PetSmart purchased the online pet-products e-tailer [[Chewy (company)|Chewy]] as a largely independent subsidiary. Chewy went public in an IPO in June 2019; As of March 2021, PetSmart no longer owns Chewy and they are independently operated companies.
==Company history==
===Founding and expansion 1986–1993===
PetSmart is originally started as Pet Food Warehouse in 1986. The initial two stores opened their doors in 1987 in Phoenix. Jim and Janice Dougherty conceived the idea of a chain of discount pet-food warehouses, and, with the initial financial backing of [[Phillips-Van Heusen Corporation]], incorporated under the name Pacific Coast Distributing in 1986.<ref name="PetAge">[https://www.petage.com/a-look-back-the-birth-of-petsmart/ "A Look Back: The Birth of PetSmart"]. ''Pet Age''. June 1, 2014.</ref><ref name="IDCH 1996">"PETsMART, Inc." In: Derdak, Thomas; Grant, Tina (eds). ''International Directory of Company Histories'', Vol. 14. [[St. James Press]], 1996.</ref><ref name="St. Thomas">Brennan, David.
[https://ir.stthomas.edu/cgi/viewcontent.cgi?article=1030&context=ocbmktgpub "Case study: PetSmart searches for a sustainable strategy"]. [[University of St. Thomas (Minnesota)|University of St. Thomas]]. 2013.</ref> In 1987 they opened their first two superstores, in the [[Phoenix, Arizona]] area, under the name PetFood Warehouse, offering pet food in large quantities for low prices, a new concept at the time.<ref>[http://corporateofficehq.com/petsmart-corporate-office/ "PetSmart Corporate Office"]. ''CorporateOfficeHQ.com''. Retrieved August 25, 2020.</ref><ref name="Top Dog">Hill, Brian. [https://www.fool.com/investing/general/2013/11/09/whos-the-top-dog-in-pet-products.aspx "Who's the Top Dog in Pet Products?"]. ''[[The Motley Fool]]''. November 9, 2013.</ref><ref name="PetAge"/><ref>Gilliard, Debora J. [http://wdsinet.org/Annual_Meetings/2006_Proceedings/papers/046.pdf "PetSmart: A Case Analysis"]. [[Metropolitan State University of Denver]]. 2006.</ref> The stores welcomed customers and their pets, which was a first for the retail industry.<ref name="PetAge"/> In 1988 they opened five additional stores in Arizona, Colorado, and Texas,<ref name="IDCH 2001">"PETsMART, Inc." In: Grant, Tina (ed). ''International Directory of Company Histories'', Vol. 41. [[St. James Press]], 2001.</ref> and PetFood Warehouse stores began working with local animal welfare groups to hold fundraising and pet adoption events.{{citation needed|date=July 2021}}
By 1989 PetSmart (name changed from Petfood Warehouse in 1988) continued to grow and began the search for new investors. The company also hired retail veteran Samuel J. Parker as president and CEO. Jim Dougherty retired from PetSmart in January, 1991; thereafter he was retained on a consulting basis with the company. Janice Dougherty retired in 1992.  Under Parker's direction, that year the company added pet grooming services in some stores,<ref name="St. Thomas"/> and departments for birds, fish, and small pets were added.<ref name="2013 timeline">[https://web.archive.org/web/20131209201009/http://phx.corporate-ir.net/phoenix.zhtml?c=93506&p=irol-timeline "Company History"]. PetSmart Corporate. Archived December 9, 2013.</ref> In 1990 mobile vet clinics were brought to stores to administer vaccinations.<ref name="St. Thomas"/> Parker also redesigned stores to be more inviting, covering cement floors with tiles, widening and brightening aisles, and adding pet accessories and supplies.<ref name="founder’s idea">Novellino, Teresa. [https://www.bizjournals.com/bizjournals/news/2014/12/15/petsmart-founder-idea-launched-8-7-billion-company.html "PetSmart founder’s idea became an $8.7B company"]. ''[[The Business Journals]]''. December 15, 2014.</ref><ref name="IDCH 1996"/>
Parker also led expansion into new markets in the southwest and California, and in 1992 PETsMART opened its 50th store and registered a profit for the first time.<ref name="2013 timeline"/><ref name="IDCH 1996"/> In-house grooming centers, veterinary clinics, and pet adoption centers began to be included in stores to create one-stop pet stores for services and supplies,<ref name="2008 timeline">[https://web.archive.org/web/20081218062920/http://phx.corporate-ir.net/phoenix.zhtml?c=93506&p=irol-timeline "History Timeline"]. PetSmart. Archived December 18, 2008.</ref><ref name="2013 timeline"/><ref name="IDCH 2001"/> and in 1992 PETsMART introduced its own private-label premium and value brands of cat and dog foods.<ref name="2008 timeline"/> In-store obedience training was offered.<ref name="Leaping">Antilla, Susan. [https://www.nytimes.com/1993/08/01/business/wall-street-petsmart-hits-the-market-leaping.html "Petsmart Hits the Market Leaping"]. ''[[New York Times]]''. August 1, 1993.</ref> In 1993 Parker was elected Chairman of the company in addition to being President and CEO.<ref name="10-K February 1998">PETsMart, Inc. [http://getfilings.com/o0001047469-98-013895.html "Form 10-K Annual Report for the Fiscal Year Ended February 1, 1998"]. [[U.S. Securities and Exchange Commission]]. 1998.</ref>
===IPO, new services and expansion 1993–1998===
In July 1993, the company went public on the NASDAQ under the ticker "PETM".<ref name="Leaping"/><ref name="founder’s idea"/> The infusion of capital allowed CEO Parker to expand aggressively across the country, and also to acquire regional and competing companies, in an effort to become the national leader in pet stores in an increasingly competitive market.<ref name="IDCH 2001"/><ref name="St. Thomas"/><ref name="founder’s idea"/><ref name="skyrocketing">[[Associated Press]]. [http://www.berkeleydailyplanet.com/issue/2002-02-19/article/10266?headline=PETsMART-stocks-skyrocketing--The-Associated-Press "PETsMART stocks skyrocketing"]. ''[[Berkeley Daily Planet]]''. February 19, 2002.</ref> Its 100th store was opened in 1994.<ref name="PetAge"/>
In 1994, PETsMART Charities, Inc. – now [[PetSmart Charities]] – was formed, an independent nonprofit organization to help save the lives of homeless pets by partnering with animal shelters.<ref name="charities.org">[https://www.charities.org/charities/petsmart-charities-inc "PetSmart Charities"]. ''[[America's Charities]]''. Retrieved August 25, 2020.</ref><ref name="2013 timeline"/> PETsMART had decided not to sell dogs and cats because of the hundreds of thousands of animals that are euthanized each year.<ref name="StoreFront">Facenda, Vanessa L. [https://web.archive.org/web/20080724232215/https://www.allbusiness.com/retail-trade/4300499-1.html "StoreFront"]. ''Retail Merchandiser''. July 1, 2000.</ref> Instead, via PetSmart Charities it donates space inside its stores to local humane societies and animal shelters for them to display homeless animals that customers can adopt.<ref name="StoreFront"/> PetSmart Charities also offers grant funding and donations to animal-welfare programs and organizations.<ref name="charities.org"/> As of 2020, the organization had facilitated the adoption of more than 9 million dogs and cats.<ref>[https://www.humanesociety.org/news/fund-animals-rural-area-veterinary-services-program-receives-40000-grant-petsmart-charitiesr "The Fund for Animals Rural Area Veterinary Services Program receives $40,000 grant from PetSmart Charities® to increase access to veterinary care in rural Native American communities in South Dakota"]. [[Humane Society of the United States]]. March 12, 2020.</ref>
Also in 1994, PETsMART signed a deal with [[Banfield Pet Hospital]] clinics to include their veterinary clinics, initially called VetSmart, in PETsMART stores.<ref name="Thomason of veterinarians">Make, Jonathan. [https://www.bizjournals.com/portland/stories/1997/07/07/story3.html "'The Scott Thomason of veterinarians'"]. ''[[Portland Business Journal]]''. July 6, 1997.</ref><ref name="St. Thomas"/> PetSmart received rent and a share of the profits from the clinics, and had a 20% ownership of Banfield.<ref name="Thomason of veterinarians"/><ref name="St. Thomas"/><ref>Smith, Aaron. [https://money.cnn.com/2005/10/11/news/midcaps/pets/index.htm "How much would you spend on your dog?"]. ''[[CNN]]''. October 11, 2005.</ref> By 1996 each new PETsMART store included a clinic,<ref name="IDCH 2001"/> and by 1997 there were vet clinics in 213 North American stores.<ref name="2008 timeline"/>
PETsMART entered the mail-order catalog business in April 1995,<ref name="leagle">[https://www.leagle.com/decision/1999104361fsupp2d9821960 "In Re PETsMART, Inc."]. ''Leagle.com''. May 28, 1999. Retrieved August 25, 2020.</ref> and by 1996 had acquired the leading pet-products catalog business in North America and a major equine products catalog business.<ref name="St. Thomas"/><ref name="2008 timeline"/><ref name="IDCH 2001"/> PETsMART Direct, which encompassed several catalogs, was formed in  October 1996.<ref name="leagle"/><ref name="10-K February 1998"/><ref name="StoreFront"/><ref>Walker, Leslie. [https://www.washingtonpost.com/wp-srv/business/longterm/tech/techthursday/dotcom/dotcom010799.htm "Online Cat Fight Heating Up"]. ''[[Washington Post]]''. January 7, 1998.</ref>
In 1996, the company opened its first eight Canadian stores,<ref name="St. Thomas"/> and spread to the UK by acquiring and renaming Pet City, the UK's largest pet-products chain which had 50 stores at the time.<ref name="St. Thomas"/><ref>Cope, Nigel. [https://www.independent.co.uk/news/business/pet-city-founder-to-buy-back-superstore-chain-back-1071584.html "Pet City founder to buy back superstore chain back"]. ''[[The Independent]]''. February 18, 1999.</ref><ref>Ziemba, Stanley. [https://www.chicagotribune.com/news/ct-xpm-1996-10-26-9610260098-story.html "Petsmart Buys English Chain"]. ''[[Chicago Tribune]]''. October 26, 1996.</ref> Petsmart.com was initiated as an information website.<ref name="2008 timeline"/> By end of year PETsMART had 320 stores.<ref name="2008 timeline"/>
Parker had retired as CEO in 1995, naming Mark Hansen as his successor CEO while Parker remained on as chairman.<ref name="IDCH 2001"/><ref name="chairman resigns CNN">[https://money.cnn.com/1999/08/31/markets/afterhours/ "PETsMART chairman resigns, while Day Runner on the run from Street"]. ''[[CNN]]''. August 31, 1999.</ref><ref name="10-K February 1998"/> Years of rapid expansion eventually exacerbated the company's lack of an adequate inventory infrastructure, resulting in heavy losses being reported in early in 1997.<ref name="Street 1999-6-18">Kapner, Suzanne. [https://www.thestreet.com/investing/stocks/stock-mart-petsmart-757452 "Stock Mart: PetsMart"]. ''[[TheStreet.com|The Street]]''. June 18, 1999.</ref><ref>[https://books.google.com/books?id=_jAWAQAAMAAJ&q=%22petsmart%22+%22back+to+basics%22 ''Standard & Poor's Creditweek'', Volume 17, Issues 49-52]. [[Standard & Poor's Corporation]], 1997. p. 80.</ref> Hansen resigned that year and Parker was brought back in to revive the company as chairman and CEO.<ref name="10-K February 1998"/><ref name="chairman resigns CNN"/><ref name="IDCH 2001"/> He initiated a series of "Back to Basics" initiatives to get the company on track,<ref name="10-K February 1998"/> and after it returned to profitability<ref name="StoreFront"/> he resigned again in March 1998, whereupon board member Phil Francis became president and CEO.<ref name="chairman resigns CNN"/><ref name="10-K February 1998"/><ref name="St. Thomas"/>
===New leadership begins 1998–2000===
New CEO Francis, a supermarket-chain veteran,<ref name="Street 1999-6-18"/> emphasized employee training and customer service,<ref name="IDCH 2001"/> and smaller stores with improved and more attractive design.<ref name="St. Thomas"/> He led PETsMART to increasingly leave behind the warehouse concept in favor of shopper experience, eventually focusing on providing shoppers with a combination of attractive prices, variety, customer service, in-store experience, and ancillary services.<ref name="St. Thomas"/> He also implemented major efficiencies and cost cuts in payroll, inventory, distribution, supply chain, and purchasing.<ref name="Street 1999-6-18"/><ref name="St. Thomas"/>
In 1998 PETsMART opened its 500th store, and by year's end had 423 stores in the U.S., 93 stores in the UK, and 18 in Canada.<ref name="2008 timeline"/>
Under Francis's direction, in 1999 the company launched an ad campaign promoting PETsMART as a one-stop shop for pet products and services.<ref name="St. Thomas"/> Medical Management International (MMI), the holding company of Banfield Pet Hospitals, managed all vet clinics in company stores by 1999, and PETsMART acquired a 36% stake in MMI.<ref name="2008 timeline"/> Eventually, in 2007 PetSmart sold off part of its stake in Banfield/MMI<ref>[https://www.bizjournals.com/phoenix/stories/2007/05/14/daily38.html "1Q revenue, profits rise for PetSmart"]. ''[[Phoenix Business Journal]]''. May 16, 2007.</ref> and divested the rest of the stake in 2015,<ref>[http://www.alacrastore.com/moodys-credit-research/US-Specialty-Retail-PetSmarts-sale-of-its-minority-stake-in-Banfield-is-credit-positive-no-impact-on-debt-ratings-PBC_1013910 "US Specialty Retail: PetSmarts sale of its minority stake in Banfield is credit positive; no impact on debt ratings"]. ''[[Moody's Investors Service]]''. January 15, 2016.</ref> and in 2018 the company began recruiting independent veterinary operators to house clinics inside its stores which did not yet have one.<ref>Lau, Edie. [https://news.vin.com/default.aspx?pid=210&Id=8462531&useobjecttypeid=10&fromVINNEWSASPX=1 "PetSmart looks beyond Banfield for veterinary-clinic operators"]. ''VIN News''. March 8, 2018.</ref><ref>Lengyel, Kerry. [https://www.vmdtoday.com/news/qa-with-petsmarts-first-independent-veterinary-operator "Q&A With PetSmart's First Independent Veterinary Operator"]. ''Veterinarian’s Money Digest''. August 3, 2018.</ref><ref>[https://todaysveterinarybusiness.com/petsmart-opens-door-to-independent-clinic-owners/ "PetSmart opens door to independent clinic owners"]. ''Today's Veterinary Business''. July 2018.</ref><ref name="Fortune 2020"/>
Also in 1999, to compete with [[Pets.com]], via a joint venture with [[Idealab]] the website Petsmart.com became an [[e-commerce]] site and a subsidiary of PETsMART.<ref>[https://www.forbes.com/1999/12/16/feat2.html "When pet Web sites attack"]. ''[[Forbes]]''. December 16, 1999.</ref><ref name="Street 1999-6-18"/><ref name="IDCH 2001"/><ref name="name to rival">Grenier, Melinda. [https://www.zdnet.com/article/pets-com-sells-name-to-rival-petsmart/ "Pets.com sells name to rival Petsmart"]. ''[[ZDNet]]''. December 5, 2000.</ref><ref name="smarter">Weintraub,  Arlene. [https://www.bloomberg.com/news/articles/2001-01-23/a-smarter-pets-dot-com "A Smarter Pets.com?"]. ''[[Bloomberg News]]''. January 23, 2001.</ref> In 2000 PETsMART increased its 49.9% stake<ref name="StoreFront"/> in Petsmart.com to 81%,<ref>Rosencrance, Linda. [https://www.computerworld.com/article/2590029/petsmart-com-buys-url-of-former-rival-pets-com.html "Petsmart.com buys URL of former rival Pets.com"]. ''[[Computerworld]]''. December 1, 2000.</ref><ref>[https://www.wsj.com/articles/SB974297667579375122 "Petsmart Agrees to Acquire Controlling Stake in Web Site"]. ''[[Wall Street Journal]]''. November 15, 2000.</ref> and in January 2002 acquired the site outright for an additional $9.5 million.<ref name="IDCH 2014">"PetSmart, Inc." In: Long, Steven; Jacques, Derek; Kepos, Paula (eds). ''International Directory of Company Histories''. Vol. 147. [[St. James Press]], 2014.</ref><ref>PETsMART, Inc. [http://getfilings.com/o0000950153-03-000741.html "Form 10-K Annual Report for the fiscal year ended February 2, 2003"]. [[U.S. Securities and Exchange Commission]]. 2003.</ref> It fully integrated its online operations and marketing with its existing brick-and-mortar business and with its direct-marketing catalog business.<ref name="IDCH 2014"/><ref name="smarter"/><ref name="skyrocketing"/> In December 2000 it had also acquired the domain name Pets.com from the newly defunct e-tailer, and redirected all of its web traffic to Petsmart.com.<ref name="name to rival"/><ref>Enos, Lori. [https://www.ecommercetimes.com/story/5701.html "PetSmart.com Buys Pets.com Domain Name"]. ''E-Commerce Times''. December 5, 2000.</ref>
The 1996 overpriced acquisition of the British chain store Pet City and its transformation into PETsMART UK had proved disastrous financially and operationally,<ref>Cope, Nigel. [https://www.independent.co.uk/news/business/how-to-lose-a-fortune-in-two-years-1072820.html "How to lose a fortune in two years"]. ''[[The Independent]]''. February 24, 1999.</ref><ref name="IDCH 2001"/> and in late 1999 PETsMART sold its acquisition back to a different UK pet retailer, [[Pets at Home]], at a substantial loss.<ref>''[[Business Wire]]''. [https://boards.fool.com/petsmart-sells-uk-operations-for-49m-11662674.aspx "PETsMART, Inc., Announces Sale of United Kingdom Subsidiary; Company Achieves Major Milestone In Implementing 30-Month Strategic Plan"]. ''[[The Motley Fool]]''. December 15, 1999.</ref><ref>Forest, Dylan. [https://newspaper.animalpeopleforum.org/2000/01/01/petsmart-dumps-british-subsidiary/ "PETsMART Dumps British Subsidiary"]. [[Animal People]]. January 1, 2000.</ref><ref name="IDCH 2001"/>
===Rejuvenation and North American growth 2000–2005===
Although sales went up by over 5% in 2000, the company recorded a $31 million loss for the year,<ref name="IDCH 2014"/> and in mid 2000 its stock price hit an all-time low.<ref name="Beyond the Core">Zook, Chris. [https://books.google.com/books?id=4xJDSN1ooAkC&pg=PA61 ''Beyond the Core: Expand Your Market Without Abandoning Your Roots'']. [[Harvard Business Press]], 2004. pp. 61-63.</ref><ref name="2008 timeline"/><ref name="St. Thomas"/><ref name="ASU">[https://news.wpcarey.asu.edu/20071010-selling-services-pet-parents-fetches-comeback-petsmart "Selling services to 'pet parents' fetches comeback for PetSmart"]. [[Arizona State University]] [[W. P. Carey School of Business]]. October 10, 2007.</ref> In an attempt to bolster growth, the company adopted a new vision statement, "to provide Total Lifetime Care for every pet, every parent, every time."<ref name="Strategic Management">
Hitt, Micheal; Ireland, R. Duane; Hoskisson, Robert. [https://books.google.com/books?id=3npbMSEEp3gC&pg=PA97 ''Strategic Management: Competitiveness and Globalization, Concepts'']. [[Cengage|Cengage Learning]], 2008. p. 97.</ref><ref name="Beyond the Core"/><ref>Callum, Danny; Chung, Chloe; Dombroski, Laura; Filipczyk, Cristin; et al. [https://lauradombroski.weebly.com/uploads/2/4/6/4/24640327/petsmart441.pdf "''PetSmart'' Partners with ''Dogs on Deployment''"]. [[James Madison University]]. May 7, 2014.</ref> PETsMART began remodeling all of its stores, creating a new store format that was warmer and friendlier and organized by pet type, and adding emphasis on in-store customer service;<ref name="2008 timeline"/><ref name="StoreFront"/><ref name="Beyond the Core"/><ref name="skyrocketing"/> by the end of 2003, all stores had the new format.<ref name="St. Thomas"/> In 2000 the company also re-prioritized and expanded its in-store services such as dog training and grooming.<ref name="Strategic Management"/><ref name="Beyond the Core"/><ref name="2008 timeline"/> It also acquired the pet boarding company PetsHotels Plus;<ref name="ASU"/><ref name="2008 timeline"/> afterwards, two in-store PETsMART PetsHotels were tested in 2002 in Phoenix.<ref name="St. Thomas"/> By the end of 2008 over 100 stores had PetsHotels offering daycare for dogs and boarding for dogs and cats,<ref>Stern, Neil Z.; Willard N. [https://books.google.com/books?id=zcXfuxGc_-8C&pg=PT147 ''Greentailing and Other Revolutions in Retail'']. [[John Wiley & Sons]], 2008. "PetSmart created PetsHotel as a full-service in-store boarding facility for dogs and cats in 2005, opening their 100th location in February 2008, with plans to ultimately roll out 435 PetsHotels."</ref><ref name="2013 timeline"/> and by 2020 there were eight stand-alone PetsHotels and hotels in 207 stores.<ref name="Fortune 2020">Wahba, Phil. [https://fortune.com/longform/pet-stores-competition-petco-petsmart-coronavirus/ "It’s a dogfight at America’s pet stores as COVID-19 upends the $96 billion industry"]. ''[[Fortune (magazine)|Fortune]]''. May 19, 2020.</ref>
In 2001, the company laid out a three-year plan to expand in-store services and products and provide high-quality customer service,<ref name="IDCH 2014"/> and began an extensive training program for its employees, to help them identify customers' needs and provide solutions.<ref name="Strategic Management"/> In line with its new vision statement, a new ad campaign debuted, "All You Need for the Life of Your Pet".<ref name="St. Thomas"/>
By early 2002, PETsMART's stock had recovered, more than quadrupling from its low in mid 2000.<ref name="skyrocketing"/> By the end of 2002 there were Banfield Pet Hospitals in more than half of its 583 stores,<ref name="2008 timeline"/> PETsMART had eight distribution centers around the country,<ref name="2008 timeline"/> and the company embarked on a major new expansion opening an average of 100 new stores annually between 2002 and 2009.<ref name="St. Thomas"/><ref name="IDCH 2014"/>
In 2004, the company launched its PetPerks [[loyalty card]] program, which offered promotional discounts and customization to shoppers, allowing PETsMART to also individually promote services or products a given customer had not yet used and to determine the effectiveness of each promotion and the strongest customer brand loyalties.<ref name="2008 timeline"/><ref name="St. Thomas"/><ref name="ASU"/> The company also tested its new concept, Doggie Day Camp daycare for dogs, in a store in Pasadena.<ref name="PPN Dec 2004">Lori Luechtefeld, [http://www.petproductnews.com/September-2006/Petsmart-Plans-Accelerated-Growth-Expanded-Offerings-1/ "Petsmart Plans Accelerated Growth, Expanded Offerings"]. ''Pet Product News''. December 2004.</ref>
===Rename and rebranding 2005–2013===
In 2005, PETsMART rebranded itself '''PetSmart''' and embraced a new concept and image which focused on "pet parents" and the trend of humanizing pets.<ref name="ASU"/><ref name="outside the big box">Howard, Theresa. [https://usatoday30.usatoday.com/money/advertising/adtrack/2005-12-04-petsmart_x.htm "PetSmart thinks outside the big box, targets 'pet parents'"]. ''[[USA Today]]''. December 4, 2005.</ref><ref name="passion">Wolf, Carol. [https://www.seattletimes.com/business/passion-for-pets-makes-petsmart-a-success/ "Passion for pets makes PetSmart a success"]. ''[[Seattle Times]]''. December 29, 2006.</ref> It introduced a major television ad campaign appealing to pet owners who treated their pets as children or considered them family members.<ref name="outside the big box"/><ref>Sink, Elizabeth. [http://www.writingintheie.info/files/petsmart_article.pdf "PetSmart’s 'Perfect Toy': Naturalized portrayals from pet to child to consumer"]. [[National Communication Association]]. November 2007.</ref> The rebranding emphasized the company's focus on being a petcare company which provided services as well as numerous specialty products rather than simply being a big-box discount mart.<ref name="outside the big box"/><ref name="PPN Dec 2004"/><ref name="ASU"/><ref name="2008 timeline"/> A new store format, including revamped signage and displays, easier navigation, and in-store pet training centers, accompanied the change in focus.<ref name="IDCH 2014"/><ref name="PPN Dec 2004"/><ref name="2008 timeline"/> PetSmart tightened its focus further in 2007 by exiting its equine business.<ref>Parry, Tim. [https://multichannelmerchant.com/marketing/petsmart-exiting-equine-business/ "PetSmart Exiting Equine Business"]. ''Multichannel Merchant''. April 1, 2007.</ref>
By 2008 PetSmart had 1000 stores in the U.S. and Canada.<ref name="IDCH 2014"/>
By the mid to late 2000s PetSmart was beginning to experience significant competition from [[Amazon.com|Amazon]],<ref name="shampoos">Stock, Kyle. [https://www.bloomberg.com/news/articles/2013-11-22/how-petsmart-shampoos-its-way-around-amazon "How PetSmart Shampoos Its Way Around Amazon"]. ''[[Bloomberg News]]''. November 22, 2013.</ref><ref name="Showrooming"/><ref>Duprey, Rich. [https://www.fool.com/investing/general/2015/01/18/did-amazon-kill-the-specialty-retailer.aspx "Did Amazon Kill the Specialty Retailer?"]. ''[[The Motley Fool]]''. January 18, 2015.</ref><ref>*Seghetti, Nicole. [https://www.fool.com/investing/general/2013/03/01/the-next-victims-of-showrooming.aspx "The Next Victims of Showrooming"]. ''[[The Motley Fool]]''. March 1, 2013.</ref> [[Walmart]],<ref name="Instincts">Smith, Rich. [https://www.fool.com/investing/general/2006/11/14/petsmarts-animal-instincts.aspx "PetSmart's Animal Instincts"]. ''[[The Motley Fool]]''. November 14, 2006.</ref><ref name="Still Young"/> and [[Target Corporation|Target]];<ref name="Still Young">Smith, Rich. [https://www.fool.com/investing/general/2007/09/14/petsmart-still-young-even-in-dog-years.aspx "Fool on the Street: PetSmart Still Young, Even in Dog Years"]. ''[[The Motley Fool]]''. September 14, 2007.</ref><ref name="Showrooming"/><ref name="Instincts"/> Walmart had entered heavily into the pet supplies market and was also beginning to offer services such as grooming.<ref name="passion"/><ref name="thrives">Glazer, Emily. [https://www.wsj.com/articles/SB10000872396390443696604577645611691766788 "PetSmart Thrives Treating Owners Like Parents"]. ''[[Wall Street Journal]]''. September 11, 2012.</ref><ref>Kavilanz, Parija B. [https://money.cnn.com/2008/05/13/news/companies/walmart_petsrecession/index.htm "Wal-Mart's recession-time pet project"]. ''[[CNN]]''. May 13, 2008.</ref> The company's direct competitor is [[Petco]], a nationwide big-box pet supplies retailer that was sold to private equity owners in 2006.<ref name="Still Young"/><ref>Troy, Mike. [https://chainstoreage.com/news/petco-trades-private-equity-owners "Petco trades private equity owners"]. ''Chain Store Age''. November 23, 2015.</ref>
In June 2009, Bob Moran, President and Chief Operating Officer of PetSmart, became CEO, succeeding Francis, who became executive chairman of the board until 2012.<ref name="PetSmart Names CEO">[https://retailwire.com/petsmart-names-ceo/ "PetSmart Names CEO"]. ''RetailWire''. June 18, 2009.</ref><ref>[http://www.petproductnews.com/January-2012/Petsmart-Names-Moran-Chairman-Lenhardt-President/ "Petsmart Names Moran Chairman, Lenhardt President"]. ''Pet Product News''. June 1, 2012.</ref> Moran's vision was to slow the opening of new stores, and to focus instead on improving store productivity by pursuing the company's differentiation strategy, and on reaching its target market and improving its customer focus, especially regarding the humanization of animals.<ref name="St. Thomas"/><ref name="thrives"/>
In 2010 PetSmart began to launch a series of exclusive products based on partnerships with high-profile entities like [[GNC (store)|GNC]] and [[Martha Stewart]], leading to the GNC Pets and Martha Stewart Pets lines.<ref>[https://www.bizjournals.com/albuquerque/stories/2010/05/10/daily22.html "PetSmart, GNC to offer pet vitamins"]. ''[[Albuquerque Business First]]''. May 11, 2010.</ref><ref>[http://www.petproductnews.com/June-2010/Martha-Stewart-Pet-Collection-Launches-In-Petsmart/ "Martha Stewart Pet Collection Launches In Petsmart"]. ''Pet Product News''. June 30, 2010.</ref> These were followed by other exclusive product partnerships, including with [[Bret Michaels]], [[Toys "R" Us]], [[Marvel Comics]], and [[Tommy Bahama]]<ref name="thrives"/><ref>Manning Sue. [https://www.themorningsun.com/lifestyles/togs-day-afternoon-dress-your-pooch-for-the-beach/article_4ed4c695-c17d-544a-b348-e6f3dd31a17c.html "Togs day afternoon: Dress your pooch for the beach"]. ''[[MediaNews|Morning Sun]]''. [[Associated Press]]. May 22, 2013.</ref> and in 2017 with [[Ellen DeGeneres]].<ref>Callari, Ron. [http://petslady.com/article/petsmart-ellen-degeneres-martha-stewart-out "At PetSmart, Ellen DeGeneres In, Martha Stewart Out"]. ''PetsLady.com''. February 3, 2017.</ref>
In a planned management succession, after four years at the helm of the company, Moran retired as CEO in June 2013 and was replaced by then President and COO David K. Lenhardt.<ref>Smith, Rich. [https://www.fool.com/investing/general/2013/01/22/news-petsmart-picks-a-new-ceo.aspx "PetSmart Picks a New CEO"]. ''[[The Motley Fool]]''. January 22, 2013.</ref><ref name="down from board">Jones, Kristin. [https://www.marketwatch.com/story/petsmart-outgoing-ceo-to-step-down-from-board-2013-06-11 "PetSmart outgoing CEO to step down from board"]. ''[[MarketWatch]]''. June 11, 2013.</ref>
===Private equity ownership 2014 to present===
Although it continued to differentiate itself by stressing and broadening its in-store services such as boarding, grooming, dog training, and veterinary care,<ref name="shampoos"/><ref name="Top Dog"/> by 2014, with the increasing competition from online e-tailers PetSmart's profits began to slide, prompting [[activist investor]]s to call for a  buy-out of the company beginning in mid 2014.<ref>Harwell, Drew. [https://www.washingtonpost.com/news/business/wp/2014/12/15/petsmarts-goldmine-americans-are-spending-more-than-ever-on-fancy-dog-food/ "PetSmart's goldmine: Americans are spending more than ever on fancy dog food"]. ''[[Washington Post]]''. December 15, 2014.</ref><ref name="Drowning">Ronalds-Hannon, Eliza; Coleman-Lochner, Lauren. [https://www.bloomberg.com/news/articles/2018-04-25/yielding-21-in-bond-market-the-no-1-retail-lbo-is-in-trouble "The Most Expensive Takeover in Retail Is Drowning in Debt"]. ''[[Bloomberg News]]''. April 25, 2018.</ref><ref name="PetSmart Accepts">De la Merced, Michael J. [https://dealbook.nytimes.com/2014/12/14/petsmart-to-sell-itself-to-investor-group-for-8-7-billion/ "PetSmart Accepts $8.7 Billion Buyout"]. ''[[New York Times]]''. December 14, 2014 .</ref>
The winner in the bidding war was a consortium of [[private equity]] investors led by [[BC Partners]],<ref>Richter, Wolf. [https://wolfstreet.com/2018/05/25/is-petsmart-next/ "Is This the Next Big Retailer to Melt Down? Its Bonds Crashed"]. ''Wolf Street''. May 25, 2018.</ref><ref>[[Associated Press]]. [https://www.inc.com/associated-press/petsmart-being-sold-to-investor-group-for-9-billion.html "Investor Group Makes Multi-Billion Offer for PetSmart"]. ''[[Inc. (magazine)|Inc.]]'' December 15, 2014.</ref><ref name="Paying Off">Gara, Antoine. [https://www.forbes.com/sites/antoinegara/2016/02/18/petsmarts-8-7-billion-lbo-already-is-paying-off-for-consortium-led-by-bc-partners/ "PetSmart's $8.7 Billion LBO Is Already Paying Off For Consortium Led By BC Partners"]. ''[[Forbes]]''. February 18, 2016.</ref> which completed a [[leveraged buyout]] of PetSmart for $8.7 billion in March 2015.<ref name="PetSmart Accepts"/><ref name="KJZZ March 2015">Hansen, Kristena. [https://science.kjzz.org/content/112583/petsmart-buyout-deal-complete-new-ceo-appointed "PetSmart Buyout Deal Complete, New CEO Appointed"]. ''[[KJZZ (FM)|KJZZ]]''. March 11, 2015.</ref><ref>Walton, Justin. [https://www.investopedia.com/articles/markets/111015/10-most-famous-leveraged-buyouts.asp "10 Most Famous Leveraged Buyouts"]. ''[[Investopedia]]''. January 15, 2020.</ref> The company ceased trading on the NASDAQ, and Lenhardt stepped down as CEO, replaced by Michael Massey, formerly CEO of [[Payless ShoeSource]]'s parent [[Collective Brands]].<ref name="KJZZ March 2015"/><ref>Brown, Brandon. [https://www.bizjournals.com/phoenix/news/2015/03/11/petsmarts-new-owners-name-new-chairman-and-ceo.html "PetSmart's new owners name new chairman and CEO"]. ''[[Phoenix Business Journal]]''. March 11, 2015.</ref><ref>Dezember, Ryan. [https://www.wsj.com/articles/petsmart-to-get-new-leadership-upon-buyout-1426046461 "PetSmart Gets New Leadership Upon Buyout"]. ''[[Wall Street Journal]]''. March 11, 2015.</ref><ref name="Lenhardt steps down">Wilson, Marianne. [https://chainstoreage.com/news/petsmart-names-former-collective-brands-chief-ceo-david-lenhardt-steps-down "PetSmart names former Collective Brands chief as CEO as David Lenhardt steps down"]. ''Chain Store Age''. March 11, 2015.</ref>
Massey and BC Partners replaced seven senior PetSmart managers and a significant portion of VP-level employees, and reorganized the company for quick decision-making.<ref name="Paying Off"/> Massey strategically shifted pricing, recalculated inventory shipping, reduced expenses, improved profit margins, and created a 30-person sourcing team in Asia for PetSmart's hard goods.<ref name="Paying Off"/>
This overhaul led to an initial increase in profitability,<ref name="Paying Off"/> followed by declining sales in PetSmart's brick-and-mortar stores due to online competition.<ref name="taps advisers">DiNapoli, Jessica; Brumpton, Harry. [https://www.reuters.com/article/us-petsmart-debtrestructuring/petsmart-taps-advisers-to-trim-8-billion-debt-pile-sources-idUSKCN1J21YD "PetSmart taps advisers to trim $8 billion debt pile: sources"]. ''[[Reuters]]''. June 6, 2018.</ref><ref>Gottfried, Miriam. [https://www.wsj.com/articles/how-petsmart-swallowed-chewyand-proved-the-doubters-wrong-11569858310 "How PetSmart Swallowed Chewy—and Proved the Doubters Wrong"]. ''[[Wall Street Journal]]''. October 1, 2019 .</ref> To combat this PetSmart purchased the still-unprofitable yet popular pet e-commerce site [[Chewy (company)|Chewy]] as a largely independent subsidiary in May 2017 for $3.35 billion.<ref>[https://www.businesswire.com/news/home/20170531006018/en/PetSmart-Completes-Acquisition-Chewy "PetSmart Completes Acquisition of Chewy"]. ''[[Business Wire]]''. May 31, 2017.</ref><ref name="taps advisers"/><ref>Totten, Steven. [https://www.bizjournals.com/phoenix/news/2017/05/19/this-is-how-petsmart-was-able-to-acquire-chewy.html "This is how PetSmart was able to acquire Chewy"]. ''[[Phoenix Business Journal]]''. May 19, 2017.</ref><ref>[http://www.petproductnews.com/News/PetSmart-Enters-Agreement-to-Acquire-Chewy/ "PetSmart Enters Agreement to Acquire Chewy"]. ''Pet Product News''. April 18, 2017.</ref><ref>
Rocco, Matthew. [https://www.ft.com/content/f476bb06-6a9b-11e9-80c7-60ee53e6681d "PetSmart’s Chewy files for IPO"]. ''[[Financial Times]]''. April 29, 2019.</ref> Added to its debt acquired from its 2015 leveraged buyout, this brought PetSmart's total debt load to $8 billion,<ref name="taps advisers"/><ref name="Drowning"/><ref>Safdar, Khadeeja; Gottfried, Miriam. [https://www.wsj.com/articles/dog-days-arent-over-for-pet-store-rivals-11550667601 "PetSmart vs. Petco: A Dogfight That Neither One Is Winning"]. ''[[Wall Street Journal]]''. February 20, 2019.</ref> which reached $8.6 billion as of February 2019.<ref>Syed, Sarah; Porter, Kiel. [https://www.bloomberg.com/news/articles/2019-05-01/-amazing-svider-man-fights-to-prove-bc-partners-revamp-pays-off "An $8.7 Billion Burden Casts Doubt Over BC Partners Newest Fund"]. ''[[Bloomberg News]]''. May 1, 2019.</ref>
PetSmart CEO Massey abruptly resigned in August 2017; pending a replacement Raymond Svider, managing partner at BC Partners, served as executive chairman and oversaw the company with its senior leadership team.<ref name="CEO resigns">Wilson, Marianne. [https://chainstoreage.com/news/petsmart-ceo-resigns "PetSmart CEO resigns"]. ''Chain Store Age''. August 11, 2017.</ref><ref>Ronalds-Hannon, Eliza; Robinson, Phoebe. [https://www.bloomberg.com/news/articles/2017-12-07/petsmart-in-debt-market-s-doghouse-as-lenders-fear-chewy-spinoff "PetSmart Lenders Are Worried About a Chewy.com Spinoff"]. ''[[Bloomberg News]]''. December 7, 2017.</ref> In May 2018 J.K. Symancyk, previously CEO of [[Academy Sports + Outdoors]], was appointed the new CEO.<ref>Biswas, Soma. [https://www.wsj.com/articles/petsmart-names-new-ceo-as-retailer-grapples-with-retail-disruption-1527022980 "PetSmart Names New CEO as Retailer Grapples With Retail Disruption"]. ''[[Wall Street Journal]]''. May 22, 2018.</ref> In June 2018, PetSmart  transferred a 20% stake in Chewy to its BC Partners–led parent holding company, and also transferred a 16.5% holding in Chewy to a wholly owned "unrestricted subsidiary" of PetSmart;<ref name="taps advisers"/><ref>Biswas, Soma. [https://www.wsj.com/articles/petsmart-sues-citibank-in-escalating-battle-with-lenders-1530129410 "PetSmart Sues Citibank in Escalating Battle With Lenders"]. ''[[Wall Street Journal]]''. June 28, 2018.</ref><ref name="dent">Scigliuzzo, Davide. [https://www.ifre.com/story/1502116/chewy-worries-dont-dent-petsmart-bond-rally-sxm0pxklgr "Chewy worries don't dent PetSmart bond rally"]. ''IFR Extra''. June 4, 2018.</ref><ref name="engine">Scaggs, Alexandra. [https://ftalphaville.ft.com/2018/06/05/1528225342000/PetSmart-gives-shares-of-its-growth-engine-to-PE-sponsor/ "PetSmart gives shares of its growth engine to PE sponsor"]. ''[[Financial Times]]''. June 5, 2018.</ref><ref>Biswas, Soma. [https://www.wsj.com/articles/petsmart-spinning-off-stake-in-chewy-com-to-private-equity-owner-1528227256 "PetSmart Spinning Off Stake in Chewy.com to Private-Equity Owner"]. ''[[Wall Street Journal]]''. June 5, 2018.</ref> these transactions kept a substantial portion of Chewy out of reach of PetSmart's creditors.<ref name="taps advisers"/><ref name="dent"/><ref name="engine"/>
Chewy went public in an IPO in June 2019.<ref>Franklin, Joshua. [https://www.reuters.com/article/us-chewy-ipo/petsmarts-chewy-gets-wall-street-tails-wagging-with-1-billion-ipo-idUSKCN1TE3D1 "PetSmart's Chewy gets Wall Street tails wagging with $1 billion IPO"]. ''[[Reuters]]''. June 13, 2019.</ref><ref name="above expected">Hirsch, Lauren; Picker, Leslie. [https://www.cnbc.com/2019/06/13/petsmarts-online-business-chewycom-prices-ipo.html "Chewy.com, PetSmart’s online business, prices IPO at $22 a share, above expected range"]. ''[[CNBC]]''. June 13, 2019.</ref><ref name="stock soars">Pounds, Marcia Heroux; Hurtibise, Ron. [https://www.sun-sentinel.com/business/fl-bz-chewy-ipo-friday-20190614-i76lahfnczdwrgegbxuwt2jqzq-story.html "Chewy.com’s stock soars in initial public offering"]. ''[[Sun-Sentinel]]''. June 14, 2019.</ref> PetSmart used the proceeds of the IPO to pay down some of its debt.<ref name="Fortune 2020"/> Chewy temporarily remained an independent subsidiary of PetSmart, with PetSmart as its majority owner.<ref name="stock soars"/><ref name="above expected"/>  In late 2020, it was announced that Chewy and PetSmart would split to operate as separate companies.<ref>{{Cite web|date=2020-10-28|title=Reports: Chewy, PetSmart Split to Operate as Separate Entities|url=https://www.petage.com/reports-chewy-petsmart-split-to-operate-as-separate-entities/|website=Pet Age|access-date=2023-07-20}}</ref>
==Leadership==
At its startup in 1986, founders Jim and Janice Dougherty (there were no co-founders of PetSmart, aka Petfood Warehouse) led the company and its financial backers to success as a pet retail superstore.
Since 1989 the CEOs of the company have been:
*W.R. (Ford) Smith (1986–1989)
*Samuel J. Parker (1989–1995)<ref name="chairman resigns CNN"/>
*Mark Hansen (1995–1997)<ref name="Fleming Picks">Hogan, Gypsy. [https://oklahoman.com/article/2635582/fleming-picks-new-leader-exec-bringing-ups-downs-unknowns "Fleming Picks New Leader Exec Bringing Ups, Downs, Unknowns"]. ''[[The Oklahoman]]''. December 6, 1998.</ref><ref name="DEF 14A">PETsMART, Inc. [https://sec.report/Document/0000912057-97-018236/ "From DEF 14A - Other definitive proxy statements"]. [[U.S. Securities and Exchange Commission]]. May 16, 1997.</ref><ref>Gonderinger, Lisa. [https://www.bizjournals.com/phoenix/stories/1997/07/28/newscolumn4.html "PetSmart puts $25M account review on hold"]. ''[[Phoenix Business Journal]]''. July 27, 1997.</ref>
*Samuel J. Parker (interim; 1997–1998)<ref name="chairman resigns CNN"/>
*Phil Francis (1998–2009)<ref name="10-K February 1998"/><ref name="PetSmart Names CEO"/>
*Bob Moran (2009–2013)<ref name="Fleming Picks"/><ref name="PetSmart Names CEO"/><ref name="down from board"/>
*David Lenhardt (2013–2015)<ref name="down from board"/><ref name="Lenhardt steps down"/>
*Michael J. Massey (2015–2017)<ref name="Lenhardt steps down"/><ref name="CEO resigns"/>
*J.K. Symancyk (2018–present)<ref>Acosta, Gina. [https://retailleader.com/former-walmart-exec-becomes-ceo-petsmart "Former Walmart exec becomes CEO at PetSmart"]. ''Retail Leader''. May 21, 2018.</ref>
==Controversies==
In January 2016, PETA released details of an investigation of Holmes Farm, a major supplier of live animals to Petsmart, [[Petco]] and [[Pet Supplies Plus]], which highlighted abusive conditions at what is described as a complex of "filthy, windowless warehouses." Small animals such as rabbits, hamsters, rats, mice and gerbils were confined to overcrowded bins and often drank from contaminated water bowls or had no water altogether. Cats, who freely roamed around the facilities, regularly jumped in and out of bins and preyed on the animals within them. PETA's investigators reported that, during their observations, injured animals never received veterinary care, but instead were piled by the dozens in "feces-smeared coolers" and then gassed to death with carbon monoxide; others were put into ziplock bags and frozen to death. Over the span of roughly three months, PETA’s investigator found hundreds of dead animals at the complex, often in habitats which contained no drinking water.<ref>[http://investigations.peta.org/animals-gassed-frozen-petco-petsmart/ Animals Frozen Alive, Crudely Gassed at Petco, PetSmart Supplier Mill]. PETA, January 19, 2016.</ref><ref>{{cite news |last=Lobrutto |first=Christina |date=January 21, 2016 |title=PETA video shows alleged animal abuse at Petco, PetSmart supplier mill in Pa. |url=https://www.phillyvoice.com/peta-video-alleged-animal-abuse-supplier-mill-pa/ |work=PhillyVoice |location= |access-date=February 14, 2016}}</ref> In May 2016, PetSmart ceased utilizing the rodent dealer Holmes Farm, Inc. in Barto, Pennsylvania, after the dealer was cited for multiple infractions by the [[U.S. Department of Agriculture]] during an inspection.<ref name="cuts ties">[https://www.wwltv.com/article/news/nation-now/petsmart-cuts-ties-with-rodent-dealer-under-federal-abuse-probe/216291177 "PetSmart cuts ties with rodent dealer under federal abuse probe"]. ''[[WWL-TV]]''. May 26, 2016.</ref> The USDA inspection of the rodent dealer had followed the undercover investigation launched in late 2015 by the [[People for the Ethical Treatment of Animals]] (PETA).<ref name="cuts ties"/><ref>Wiles, Russ. [https://www.usatoday.com/story/money/business/consumers/2016/05/24/usda-uncovers-abuse-rodent-supplier-peta-claims-used-petsmart/84855732/ "USDA uncovers abuse at rodent supplier that PETA claims is used by PetSmart"]. ''[[USA Today]]''. May 24, 2016.</ref>
In February 2016, another PETA investigation discovered rampant abuse and neglect at Mack, an Ohio reptile mill and a supplier for Petsmart, including, among other things, frogs, lizards, turtles and other animals being "crammed into filthy, crowded plastic bins stacked into shelving units like old bank statements. Living beings deprived of water for days or even weeks. Sick and injured animals denied veterinary care. Emaciated, severely dehydrated animals desperate for water. Animals cruelly killed by being gassed or frozen to death." The investigation did not find any abuse from PetSmart employees. The company released a statement saying “We are reviewing the matter internally, and if we find that our standards have not been met, we will take appropriate action immediately."<ref>[http://investigations.peta.org/reptiles-suffer-petsmart/ Reptiles Suffer, Left to Die at Another Massive PetSmart Supplier Mill]. PETA, February 29, 2016.</ref><ref>{{cite news |last=Wiles|first=Russ |date= February 29, 2016 |title=PETA claims reptile abuse by PetSmart supplier in Ohio |url=https://www.azcentral.com/story/money/business/2016/02/29/peta-claims-reptile-abuse-by-petsmart-supplier/80552012/ |work= |location= |access-date=February 14, 2016}}</ref>
An undercover operation by a PETA employee who got jobs at three PetSmart stores in Arizona,<ref name="Reveals Suffering">[https://arizonadailyindependent.com/2018/03/29/peta-expose-reveals-suffering-at-petsmart-including-peoria-store/ "PETA Exposé Reveals Suffering At PetSmart, Including Peoria Store"]. ''Arizona Daily Independent''. March 29, 2018.</ref> Florida,<ref>White, D'Ann Lawrence. [https://patch.com/florida/brandon/brandon-petsmart-under-fire-tampa-store-cleared-dogs-death "Brandon PetSmart Under Fire As Tampa Store Cleared In Dog's Death"]. ''[[Patch Media|Patch]]''. May 9, 2018.</ref> and Tennessee<ref name="Reveals Suffering"/> led to a raid of a PetSmart store in Nashville by authorities in March 2018.<ref name="raided, sick">Alund, Natalie Neysa. [https://www.usatoday.com/story/money/nation-now/2018/03/29/nashville-petsmart-raided-sick-animals-confiscated/470189002/ "Nashville PetSmart raided, sick animals confiscated after videos, photos surface"]. ''[[USA Today]]''. March 29, 2018.</ref><ref>Arradondo, Briona; Apel, Kara. [https://www.wsmv.com/news/animals-seized-after-raid-at-bellevue-petsmart/article_239fb9c0-8b49-5024-beef-0fc5bb2c6df6.html "6 animals seized after raid at Bellevue PetSmart"]. ''[[WSMV-TV|WSMV]]''. March 29, 2018.</ref> Six sick or injured small animals – a guinea pig, mice, and hamsters<ref name="could lead">Gibson, Kate. [https://www.cbsnews.com/news/petsmart-raid-could-lead-to-animal-abuse-charges/ "PetSmart raid could lead to animal abuse charges"]. ''[[CBS News]]''. March 30, 2018.</ref> – were confiscated from the store and sent to a veterinary hospital after video and photos were presented by the PETA operative.<ref name="raided, sick"/><ref name="could lead"/> Three employees of the Nashville store – the store manager, assistant store manager, and customer engagement manager – pleaded guilty to animal cruelty in June 2018 and were sentenced to 20 hours of community service and ordered to pay the veterinary bills for the animals seized by Nashville animal care and control authorities.<ref>Lind, J.R. [https://patch.com/tennessee/nashville/bellevue-petsmart-employees-plead-guilty-animal-cruelty "Bellevue PetSmart Employees Plead Guilty To Animal Cruelty"]. ''[[Patch Media|Patch]]''. June 28, 2018.</ref> In June 2018 PetSmart filed suit against the undercover employee, on the grounds that she failed to disclose on her job application that she was a paid PETA operative, took secret surveillance videos and photos, and withheld medical care from the animals in question, instead filming them to produce an exposé.<ref name="Adds PETA">[http://www.petproductnews.com/News/PetSmart-Adds-PETA-to-Smear-Campaign-Lawsuit/ "PetSmart Adds PETA to ‘Smear Campaign’ Lawsuit"]. ''Pet Product News''. May 14, 2019.</ref><ref>''[[WTVF]]''. [https://www.abc15.com/news/national/petsmart-suing-peta-activist-over-undercover-stings "PetSmart suing PETA activist over undercover stings"]. ''[[KNXV-TV]]''. June 26, 2018.</ref><ref>Ludwig, Hayden. [https://capitalresearch.org/article/taking-peta-radicals-to-court/ "Taking PETA Radicals to Court"]. ''[[Capital Research Center]]''. February 13, 2019.</ref> In May 2019 PetSmart added PETA to the lawsuit as a defendant, describing it as a "militant, activist organization" that has "a long history of conducting unlawful, covert operations and infiltrations to eradicate pet ownership".<ref name="Adds PETA"/>{{update inline|date=May 2021}}
In September 2018 [[NJ Advance Media]] published the results of a nine-month investigation documenting 47 cases across 14 states since 2008 in which families said  their dog had died during or shortly after a grooming visit to PetSmart.<ref name="Gone">Nieto-Muñoz, Sophie; Napoliello, Alex. [https://projects.nj.com/investigations/petsmart/ "Groomed then Gone"]. [[NJ Advance Media]]. ''[[NJ.com]]''. September 20, 2018.</ref><ref>[https://www.oregonlive.com/pets/2018/09/dogs_are_dying_after_groomings.html "Dogs are dying after groomings at PetSmart and families are left wondering why"]. ''[[The Oregonian]]''. September 20, 2018.</ref><ref>[http://www.njspj.org/wp-content/uploads/2019/06/2019-NJ-SPJ-Signature-Awards_final.pdf "2019 NJ SPJ Signature Awards"]. New Jersey Chapter of the [[Society of Professional Journalists]]. June 2019.</ref><ref>Peterson, Pia. [https://www.nytimes.com/2018/10/20/style/dog-creative-grooming.html "O.M.G. Look at That Dog!"]. ''[[New York Times]]''. October 20, 2018.</ref> Thirty-two of the cases occurred after the start of 2015, the year the private-equity buyout of the company was finalized.<ref name="Gone"/> In PetSmart's response it said "We reviewed the list of pet names that NJ Advance Media provided, and any assertion that there is a systemic problem is false and fabricated."<ref>[https://web.archive.org/web/20190511110434/https://projects.nj.com/investigations/petsmart-response.pdf "PetSmart Response"].{{dead link|date=May 2021}} ''[[NJ.com]]''. September 2018.</ref>
In 2021 and 2022 reports published by [[Vice Media]], United for Respect, and [[World Animal Protection]] found that since the company was acquired by private equity firm [[BC Partners]] in a 2014 [[leveraged buyout]], cost cutting has resulted in unsafe working conditions, inadequate training, understaffing, lack of supplies, consolidation of jobs, and increased animal deaths at multiple PetSmart stores, with freezers overfilled with dead animals. Former employees have reported that PetSmart managers would ask them to take dead animals with them after their shift to dispose of them off the clock.<ref>{{cite news |last= Gurley |first=Lauren Kaori |date=March 9, 2022 |title=Some Understaffed PetSmarts Are Dealing With Freezers Overflowing With Dead Pets |url=https://www.vice.com/en/article/3ab4ek/some-understaffed-petsmarts-are-dealing-with-freezers-overfilled-with-dead-pets |work=Vice |location= |access-date=March 14, 2022}}</ref><ref>{{cite news |last=Mishler |first=Jennifer |date=March 11, 2022 |title=Dead Animals Are Piling Up in PetSmart's Freezers |url=https://sentientmedia.org/dead-animals-are-piling-up-in-petsmarts-freezers/ |work=Sentient Media |location= |access-date=March 14, 2022}}</ref><ref>{{cite web |url=https://united4respect.org/wp-content/uploads/2021/09/Greed-Unleashed-Report.pdf |title=Greed Unleashed: PetSmart, BC Partners, and what happens when private equity preys on workers and pets |last= |first= |date=September 2021 |website= |publisher=United for Respect |access-date= |quote=}}</ref><ref>{{cite web |url=https://www.worldanimalprotection.us/blogs/petsmarts-unsafe-working-conditions-are-killing-animals |title=PetSmart's Unsafe Working Conditions Are Killing Animals |last= Holtz |first=Liz Cabrera |date=March 9, 2022 |website=World Animal Protection |publisher= |access-date=March 14, 2022 |quote=}}</ref>
==References==
{{reflist}}
==External links==
{{Commons category}}
* {{official website|http://www.petsmart.com}}
{{Pet stores}}
{{DEFAULTSORT:Petsmart}}
[[Category:Retail companies of the United States]]
[[Category:Companies based in Phoenix, Arizona]]
[[Category:Pets in the United States]]
[[Category:American companies established in 1986]]
[[Category:Retail companies established in 1986]]
[[Category:Pet stores]]
[[Category:1986 establishments in Arizona]]
[[Category:2015 mergers and acquisitions]]
[[Category:Private equity portfolio companies]]