Category: | Pet Supply Store |
Address: | 2150 Paxton Ln SW, Lilburn, GA 30047, USA |
Phone: | +1 770-985-0469 |
Site: | petsmart.com |
Rating: | 3.9 |
Working: | 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 10AM–7PM |
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D M
I just had an incredibly unpleasant customer service experience with the PetSmart Lilburn stores grooming salon. I had 2 dogs in need of a bath. I made an appointment for both of them. After making the appointment I realized one of the dogs needed to go to Banfield ("the vet") because of anal gland issues (she very recently had them expressed but continued to "butt surf"/scoot). I called the grooming salon, explained this, and the representative I spoke with was super helpful. I was asked if my dog was getting shots at the vet. I explained no she didnt need shots and just needed anal gland attention. I was told this would not be a problem. Once she was done at the vet, the grooming salon could then take her for the bath. I was told as long as the Banfield folks finished up with her before 7pm the grooming salon could handle the bath. On the day of the appointment I called because I was running late and again the representative who answered my call was incredibly helpful. I arrived and dropped one dog off for grooming. I explained that I was the customer who called in and was going to take the other dog to Banfield. Once I dropped the second dog off at the vet I came back to the grooming salon to complete the necessary paperwork. I also explained I wanted to pay for the dogs baths in advance because I had arranged for someone else to pick them up. I was told I could only pay for the dog currently in the salon. (Up to this point all interactions were pleasant.) Once the second dog was done at the vet I called to let the grooming salon know. I was told they could not take the second dog because I had not filled out paperwork. I was baffled because no one mentioned this during all the discussion of transferring the dog from the vet to the grooming salon. In addition, when I explained I needed to pay in advance this could have been explained but it wasnt. I called back and tried to arrange to have the authorized person who was picking up the dogs also sign the paperwork to allow the 2nd dog to have a bath. The grooming salon representative (JESSICA) who answered the call identified herself as the person who had previously spoken with me via phone and in person. She was angry and proceeded to argue with me about the facts of the situation. When I said at this point I just wanted to have the same person who was picking up the dogs come down and sign the one page form/document needed to authorize a bath JESSICA told me, "she did not feel comfortable" and basically would not help any further. She gave me the option to speak with a manager and then proceeded to put me on an extremely long hold. (I could go on with a few more details but this review is already far too long.) Overall it was an awful customer service experience. A simple miscommunication/misunderstanding that could have been easily resolved was not. When the dogs were picked up -- one from Banfield and the other from the grooming salon -- JESSICA reiterated to the authorized person picking up the dogs (who had no knowledge of the details of the situation and made no mention of having the second dog bathed) her refusal to assist with the second dogs bath. If I could I would give a negative star review to explain how dissatisfied I was with this experience.
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Wendy Kenski
I booked a grooming appointment online for a $17.99 puppy trim. When I showed up they told me the price would be $25.00. The price was more because it included a bath. I told them I didnt want the bath. Puppy was just bath that morning (he is a digger and I caught him digging that morning and so had bathed him). She then told me the trim only included a face trim because cutting his fur at his age could damage it - he is 41/2 months. Not true. I said forget it. I can trim his face myself. Not paying $18 for a face trim. Beware - dont trust them - false advertising.
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Erynn S
The store itself has everything you could want, and the staff are freindly. They have cats, birds and fish for adoption all week and feature foster cats and rescue centres on the weekends who bring in animals. I highly recomend visiting on a saterday. HOWEVER, banfeild is terrible. Dont take your pet there. They do a checklist to assess your animal and dont even hit all the key areas. They dont care, just want your money. There are better vets within a few miles.
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Jenna Pirtle
This PetSmart is a little difficult to get into and out of if coming from certain directions, especially during rush hour. The place is always clean and well organized. My only complaint is that the cashiers, 9 times out of 10, seem to not know what they are doing or they are distracted. Also, years ago, I adopted a cat from here and more recently met people here to adopt a cat. Both times were great. Everybody was nice, accommodating to schedule, etc.
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Osha D
Service is horrible. No one doesnt care about our fur babies at this location. Banfeild nurses are rude and snappy. The groomer dont do a very good job grooming. The last time I was there with one of my fur babies that suffers from anxiety. The groomer snatched her out of my hand and told my fur baby that she wasnt human and to get over her anxiety. Safe to say Im never going back to this location.
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Jamie Chamberlain
Customer service could be improved. Had to wait in a ridiculously long line while the 2 cashiers counted their drawers and the other 2 employees said they werent able to open up a lane so they just stood around and talked as the line got longer and longer. Definitely not the location to go to if you have any questions or need help deciding what to purchase. The store was clean though.
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Cari Weaver
THIS STORE HAS HORRIBLE CUSTOMER SERVICE NOT TO MENTION THE STAFF ARE ONLY THERE FOR A PAY CHECK. THEY DO NOT CARE ABOUT THE ANIMALS!!!! IVE TAKEN MY DOG THERE 2X AND BOTH TIMES I WAS DISAPPOINTED. NOT TO MENTION MY DOG WAS VIABLY UPSET, IF THE STAFF CAN NOT HANDLE A 10LB DOG THEN CLEARLY THERE NEEDS TO BE SOME CHANGES! THEY WILL NEVER EARN MY BUSINESS!!
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Justin Roberts
This place is horrible. Dirty and the rudest staff ever especially the managers they dont know how to treat a customer or staff. Only employee to be good at their job in this establishment would be the short blonde girl i believe her name was megan. Who was the only one to treat my family like a person instead of trash when we came in a couple days ago
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Krystina Seaborn
Crazy! I had a 10:00 appt. my dog was ready after closing they took all day then blamed the dog because he pooped in kennel. However I was told they would not charge for having to bath him a second time...which they said was what they usually do. Price went up $38.00 but I was given a discount. Never use this one again. Obvious they overbook.
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Jeffrey Watkins
I wont mention the employees because I worked at an veterinarian hospital and some of the advice they give are corporate answers for money (not advice for the animals.) The prices are decent and the sales make those prices decent. The store is kept clean and the aisles are well organized. It is easy to find what you need.