PetSmart: Behind the Fish Wall

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Makena95'GT

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Howdy there. Typically every so often we seem to get a lot of hate posts or flame wars about chain pet stores, namely PetSmart and Petco. I can’t say a ton about PetCo, but I do work for PetSmart. I am a Pet Care Associate and I have been stationed to work with the fish.


Not a lot of people know exactly what goes on “behind the fish wall” and many people just stick to listening to rumors and agreeing with each other that the company as a whole must hate fish or mistreats them. I am here to give you facts about the policies and procedures that go into fish care at PetSmart. Sometimes you get a store that doesn’t follow the rules as they should. But the blame for those stores should in no way be placed on Petsmart as a company. They put these set policies in place, and it is up to your local store managers and employees to follow them. I thankfully have an amazing staff and we care about our animals.


We’ll start with the Bettas. Yes, our Betta fish are kept in cups. No, we cannot keep them in fancy tanks. There is nowhere near enough room to have small tanks set up for each Betta. In the winter we must test the temperature of the Betta water to ensure it is kept warm, if it drops below 74, the Bettas must all be relocated to a warmer area of the store (Typically behind the fish wall is very warm).
The Bettas each get a water change by either the lead cashier or whoever is assigned in pet care a minimum of 3 times a week. This is also when they get fed. Once a week they get bloodworms, every other day it’s the typical betta pellet food. If there is a dead betta on the shelf, we must pull it IMMEDIATELY, dispose of the body and sanitize the cup it was in for future use.


Now, on to the feeder fish. The comet system is NOT connected to the main system. They DO NOT share the same water as the tropical fish. The Comet system in my store is just under 300 gallons, and in no way has anything to do with the main system. Each tank of feeder fish must always have an airstone in it, and a vacation feeder. These tanks are scrubbed and vacuumed a minimum of once a week. Typically these are going to be the fish that die in large numbers. When my store gets in a shipment of feeders, they’ll have 800 small Comets in a bag, and 300 large Comets in another with the worst water you have ever seen. I pour the entire contents into a large bucket and net out the fish to evenly distribute them between the tanks. No acclimation. No time. Just get them out of the nasty bag water as quickly as possible. Surprisingly enough, there are very few DOA. I do DAILY water changes on our Comet system based on the levels of toxic chemicals that tend to rise very quickly in these tanks.

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Finally we move to the main system. In my store our system is a few gallons under 2,500. Now, you as a customer only see the fish wall, what’s in front, and the water there. Behind the wall is a rather extensive system with a sump, two large filter pads, another large carbon filter, 12 UV sterilizers, and other crazy things that I don’t even know what they are. The filter pads in this system get changed twice daily.
The main tanks get cleaned daily. They must never have algae or any other debris in them, let alone a dead fish. I do “dead pulls” every time a customer walks into the fish area. Some fish for whatever reason will randomly go belly up throughout the day. I can say that our guppies seem to be the worst in my store. Those, and Angelfish don’t last very long.


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Any time we see a sick fish, or injured fish etc. He/she gets plucked out and moved to an idolation tank we have behind the fish wall. Each store can ONLY have ONE iso tank. This tank is heated to 84 degrees and is HEAVILY medicated regardless of what is in it. Tyipcally there will be a minimum of 5 fish in there at a time. If there are aggressive fish, we put up a divider. This tank has three HOB filters, two heaters, and two airstones running at all times. It gets water changes every other day and gets dosed with Quick Cure, PimaFix, Para-Guard, and Melafix as well throughout the week. We are not required to acclimate the fish to this tank, although I do. Most of the fish that get pulled from the main system will die in this tank due to shock or the abundance of medication overloading them. It’s my last resort when I see a hurt fish.


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In the back room there are posters and printouts of information on fish care, diseases, what to do in case of ‘blank’ etc. Not every store will have this posted, but it is all easily accessed using the “Fetch” system on store computers.

When fish get shipped to our store they come in boxes that are insulated. We have policies and procedures regarding how these fish are added to the system. One box per employee can be opened at a time. Within 15 minutes, those fish need to be temperature acclimated and into the water. Seeing as our system is so large, we are required to dump the contents of the bag including the bag water into the tanks. They float for about 15 minutes, then the bags are cut and the fish are gently released. 2 hours after releasing all of the fish the entire system gets fed, then after one more hour the entire system gets dosed with Quick Cure. Any bags that have DOA fish are taken to the iso tank and whatever is still living is netted out and left in that tank for a few days before being moved out to the fish wall.


The main system tanks are all connected, making it impossible for one tank to have a sickness. When customers claim that “The Platy tank is diseased” that makes no sense, as if they were to be diseased, the whole system would be as well as they all share the same water. This also makes it hard to medicate just one group of fish which is why the system always gets the Quick Cure when we get in new fish. Every so often we will get bad stock. It is likely that for a few weeks we will keep getting in weak or sick Neon Tetras, for example. This is not the stores fault. There is nothing we can do to fix poor stock.

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PetSmart does not order its own fish. They are ordered for us based on what our last fish count was. We have NO IDEA what we will be getting in until we open those boxes. That is one of the reasons why I love fish receiving day. It’s like Christmas.


Also, do not blame the store employees for not knowing everything. NOBODY is trained in fish care. We are trained to know the basics in ANIMAL care, not much about fish. Also, sometimes the person working the fish wall is a cashier covering for a pet care persons lunch. Everyone in the store is crossed trained to be able to help in pet care if need be. This does not mean they know everything.


I hope my article has cleared some of the misconceptions about how PetSmart works regarding fish. If you have any other questions, feel free to ask me. I have nothing to hide and am open about everything I do at work.
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Feel free to reply and ask questions, but hate posts will not be tolerated
 

BerryBeezy

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Very informative!! Thanks for the info!
 

MJDuti

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Like you mentioned, and in most companies, it really comes down to the employees and managers. Mainly communication, not just between the two, but between the customers as well. Everyone has their guidelines they have to follow regardless who and where you are. You just have the make the best with what you got. This does make me feel a little better about your store as well. I always wanted to go behind the scenes. Thanks!
 

Fashooga

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Very imformative. Each store is different, each employee is different. Some follow orders and other are only there to collect a paycheck.

Thanks for sharing!
 

troyvsc

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I think my local Petsmart's are fine. They seem to take good care of their tanks

Have had some good luck with fish from them and some bad luck. The guppies I have purchased I have had really bad luck on.

I have seen a local LFS that seems to care far less for its freshwater fish then then the Big box stores. I bet it has more to do with who is in charge of the individual stores fish area and whether they care about the fish and take the time to learn about fish keeping.
 

Orion5

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Thanks for the info!

I'm still curious if you managed to get any biofiltration into the goldfish tank.
 
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Makena95'GT

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Orion5 said:
Thanks for the info!

I'm still curious if you managed to get any biofiltration into the goldfish tank.
We decided to cut the filter pad in half.. Leave half of it in there, and only change out the other half twice a day, so hopefully that will help for now until I can find a more permanent solution
 

TJBender

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Very informative and nice to see behind the curtain, thanks!
 

GgAcE

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Hopefully this doesn't go against your companies non disclosure agreements but I don't see any crazy trade secrets. I have had my fair share of poor chain store experiences. Does that stop me from going to fast food joints? I wish! As you stated, the quality is up to the local managerial staff.

“Experience is what you get when you didn't get what you wanted. And experience is often the most valuable thing you have to offer.”
― Randy Pausch, The Last Lecture
 

Teleost

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Thank you for a very informative post. While it's very good, please tell me you got permission to post this stuff.

Most companies would see this as a fairly serious breach of employment conditions. I can think of a number where this would get you fired and I'd hate to see that happen.
 
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Makena95'GT

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This is all common things that any customer would know and be able to find out. Everything said here has been openly said to numerous customers by me and management alike. Surprisingly enough we have nothing to hide
 

escapay

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I'm pretty sure some of those papers say do not distribute on them... I do know we don't have anything to hide but still. (Actually, right on the bottom of the Diseased Fish Treatment Chart says to not distribute...)

My store has two quarantine tanks, though the other stores I've helped at only had one. We have a 29 gallon and a 20 gallon long - one is for tropical and semi-aggressive fish, the 20L is for the cichlids (since those are less commonly ill). We can put a divider or a breeder net depending on what we are isolating.

Our water issues at my store is only the stupid alkalinity. We have incredibly soft water here with very little buffer. For the most part we don't have ammonia or nitrite in our comet system (or the main one for that matter). Only a handful of times did we lose our cycle in the comets in the last couple years I've been in pet care.
 
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Makena95'GT

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Our water is super hard over here lol always issues with the hard water leaving its mark on the front of the tanks. Though our store is getting a complete remodel in a few months and were getting a new fish wall woot woot
 

Orion5

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Makena95'GT said:
We decided to cut the filter pad in half.. Leave half of it in there, and only change out the other half twice a day, so hopefully that will help for now until I can find a more permanent solution
That sounds like a really great start! Maybe some pics of the filter pad soon!
 
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Makena95'GT

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Our fish system is super old too and breaks down a lot :/ so im really stoked for the new fish wall and updated system
 
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Lucy

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Great write up Makena95'GT!
 

Aquarist

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Thank you!

Ken
 
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Makena95'GT said:
Feel free to reply and ask questions, but hate posts will not be tolerated
Thread cleaned up and reiterating this portion of the original post.

Thanks!
 

OldeOne

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This is not a hate post. This is a respectful disagreement.

I would like to say something about the bettas. It seems to me that there would, indeed, be enough room for each betta to have a tank, even if it was only a 1-gallon. The Petsmart around here has a section where it stores only a couple large tanks, and the rest of the wall is bare.

The LFS has a small shelf where it keeps its bettas. They have rows of 5 gallon tanks with two dividers in each one, so each tank can house three bettas. Each tank has its own filter, so that means only three bettas at any given time share water. Their prices are extremely competitive with Petsmart, so it can't be that terrible of a financial drain.

I am not sure why Petsmart can't help those little bettas out. A three-tiered rack with three tanks on each shelf could house 27 bettas at a time. I did not count that many in stock when I went, today. I must admit that they looked miles better than the ones at Wal-Mart, a month ago. (I should point out that the Wal-Mart nearest to me stopped carrying bettas! YAY!)

I know bettas can put up with a lot, but It still seems to me that a giant company like Petsmart could afford one more shelf.

What I would like to know is from WHERE stores like Petsmart and Wal-Mart get their fish stock, in the first place. I keep hearing "bad stock" from employees of both chains. I wonder how we can hold these vendors accountable.
 

Jsigmo

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Am I imagining things, or was my post to this thread removed? If so, I hope I hadn't said anything that someone felt was offensive. I'm new here. Don't want to get off on the wrong foot!
 
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