PetSmart

"I wanted to book a puppy bath and trim appointment for my 6-month-old, 6-pound Maltipoo puppy at Petsmart. Noticing the online booking issue, I called ahead for confirmation. I was advised to book the appointment as a bath and brush and request a specific trim upon arrival as my puppy is not considered a “puppy” at 6 months, mind you that all I wanted was a trim around his eyes as my puppy had his first full body haircut about a month ago. However, my experience at the store was far from satisfactory. Upon arrival, I was not greeted and faced an unresponsive front desk. Despite explaining my prior call about the trim, I was abruptly informed that they couldn’t provide this service and was advised to reschedule. This was contrary to the information given over the phone. The lack of customer service was glaring. According to Jill no manager was available to address my concerns, leaving me utterly disappointed. I had reserved time and waited for this appointment, only to face inefficiency and a dismissive attitude. This experience reflects poorly on Petsmart’s customer service standards by their “groomers”. A basic understanding of service solutions and respect for customers’ time is essential. I will not be returning and urge Petsmart to improve their customer service 101 training and internal communication."

"Unless your dog is 100% healthy, young, and strong you do not want to leave it here. If anything unusual presents itself, they make zero effort to figure out what is wrong, not even consulting the in-building vet. Our dogs have stayed here 10-15 nights every year for many years, but no longer. We were 1,000 miles away on vacation when they called saying our dog (who is old) could not stand up and we need to pick her up immediately. They made it sound like the dog was on her deathbed. My wife flew home immediately (4 days early) and the issue was that the dog, as is common with old dogs, could not get sufficient traction on the slick floor. She was otherwise spunky and energetic. She just needed a bit of help standing or a mat to make the floor less slick... but this is apparently beyond the job description of Petsmart employees. They were completely unapologetic, saying the local vet was too busy to even get an opinion. I spoke with the assistant manager who said the manager would call me the next day. I never got a call. When we took the dog to the vet he was surprised that we had been called, much less told to cut our vacation short and come home to pick up the dog, as slick floors are difficult for many older dogs. This dog has now logged 10-15 happy nights in the six months since the PetSmart nightmare, at a place that actually cares."

"Clean store, helpful staff. They answered all the questions about a product that we wanted to buy while accurately pointing us to the aisle. Other shoppers seemed happy too. Saw flyers for dog training in the store."

"So we have a PetSmart right down the road from us so we wanted to check out another location and what all they have. Unfortunately I felt really uncomfortable here with the cashier who I felt like was just watching us look at the reptiles (our sons favorite). I felt like we had to buy something and couldnt just look at all the animals. I don't know, just felt weird and that never happens by the one at our house. Other then that, everything was clean and organized very similar to ours, and inventory in the animals seemed a lot more then ours too which was cool too see. Thanks!"