PetSmart

Reviews 5

KE

Kevin Kim

Terrible, rude customer service from the manager at the PetSmart Hotel located in Secaucus, NJ. I went to pick up my dog with my fiance after a 5 day stay period at the pet hotel. As soon as we saw our dog we discovered he had a spot with no hair. They told us he might have started licking it due to stress. We immediately took our dog to the hospital section and even the doctor told the hotel personnel that they should have taken better care of him. For example, put a cone on him so he was not able to lick it constantly. If they monitored him daily, his skin would have not been that bad. All they did is left a voice mail the day before we picked him up. So we bring our dog home and he is choking, coughing constantly which we never saw him do before. The next day we take him again to the hospital and had to take a x ray to see if he was okay. The x ray was $400 but the results were fine. The doctor said the coughing is most likely due to a infection or cold caught from the pet hospital. Meaning, the room was not set at the right temperature or he caught a flu from another dog. We then went back to the pet hospital to complain where we met the manager who was rude and ignorant. She told us that there is always a possibility of catching a flu from another dog and its indicated on the sheet we sign. She also talked about her kids I have no idea why..but told us her kids get shots for flu but when they go to school they have a possibility of still getting it from other children? Anyways, we checked the form and it was true. Fine. But we were mad at the fact that if my dog was monitored daily, how could he have a huge spot without hair due to licking? This means that they did not watch him closely. I told her that I dont think you took care of my dog properly. And her reply was im sorry you feel that way." No apology whatsoever but only an attitude towards a customer who was upset about his sick dog after picked up. She stood there with her arms crossed. We met friendly, nice people when we checked in but this manager was a whole different story. My suggestion dont leave your dog at this hotel under the supervision of such a manager. If your dog gets sick or injured in some way you will get the same kind of response. Also, he had scratch marks on each side of his paw. The manager told us our dog jumps a lot..? They dont make any effort to keep your dog safe and comfortable. What amazes me more is their attitude. Especially the managers attitude was shocking. She should not be in a manager position taking care of dogs that are family to some people. This incident was at the Pet Hotel Secaucus NJ location on 5/17/2016.

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PA

Pam K

If there were possibly a negative 1million star rating thats what I would rate this PetHotel! I arranged for my 13 year old Havanese dog and my sons 6 year old LabShepard dog to share an atrium room my family vacation. Worst decision ever! Our dogs were left in PetSmart Hotel care on Friday (in good health) and picked up on Monday in very poor health. We have been up to our ears in doggie diarrhea since (going on 4 days now) - Both dogs have been to the vet and we are waiting for the parasite test result now. The managers that I have spoken with on the phone offer no explanation other than "We have many, many, dogs that go home with diarrhea which could last possibly for a week to ten days" Are you kidding me?! Had I known that my dogs were going to suffer for 2 weeks with illness just so I could go away for a weekend, I would never board them at PetSmart! Not to mention the cost! I paid almost $400 for the boarding and grooming - then another $232 on top of that for the vet visit and meds. My dogs have been boarded at other Pet Hotels before including Pet mart East Hanover, NJ with no medical issue upon their return home. Never again! I urge anyone considering boarding your dog here - to research other pet sitter alternatives. If you love and care for your dog - you will not leave them here and risk the health and well being of your beloved pet.

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SA

Sarah Harris

This is the worst petsmart Ive been to. And Ive been to a lot all over USA. The grooming salon is my main issue. They nicked my dog once and he bled but NO ONE took responsibility. Then today I took my dog in and he didnt want to go so the girl was dragging him I stood there so she knew she should pick him instead of dragging him. My dog is so scared of that place that he was crying not to go, because of how hes been treated there. And not just that - I witnessed two groomers on two diff occasions where a dog screamed because they clearly were hurt and they just say in a stern voice NOTHING HAPPENED! So it really ruined my mood. The trainer there has been working for a long time so Im sure hes great at what he does and the people at the register are so sweet. Also Ive left my dog several times at the pet hotel and I havent had such a bad experience there and my dog doesnt seem too disturbed. Overall I take my dog there for grooming cause its cheap and close but if I find something else I will NOT go back there. Oh yeah I called for an appt and they said they didnt have one but when I showed up they took him so they also lie about grooming appointments.

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ME

Meg Irvine

Normally go to east Hanover but they were booked up for the dates we needed our cat to stay at the pet hotel. At east Hanover we always get reports that she was wonderful and gentle and the nicest cat they have (which is the type of cat she is, very gentle and quite and affectionate). This one I got a call 4 days in, saying she hadnt used the litter the whole time. And did I give permission for her to go to the vet. Of course I said yes. Got a call a few hours later saying she had used the litter. Then when we pick her up 3 days later, he says she still hasnt used the litter....(?). Anyway the guy tries to put her in her carrier then comes out and says she is being aggressive and he cannot get her out. So my husband and I go in and get her out,she is shaking like a leaf and very frightened. She attacks myself and my husband. So out of character. Within 12 hours of being home, she is calm again and using the litter. Then we discover that she has a small cut on the back of her neck that is infected. How did she get it? Have to go to the vet tomorrow to make sure its not serious. It looks terrible. Im seriously wondering how she was treated...

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HO

Holly Lehman

This review is for the grooming salon. I typically dont use them but I had to have my fur baby at the doggy day camp all day so I figured Id give her a bath at the end of her stay. When I booked her day camp they told me with the bath (That included a nail trim) would be $51. When I picked the fur baby up after a 12 hour work day they charged me over $80. The bath ALONE was $51 (for a 30 lbs dog). I just took my dog and headed home. After I was home I noticed my dogs nails werent trimmed. I called and they told me on the phone that her nails were too short to trim. I asked why I was still charged $51 they told me nails were complimentary. I am just so mad because her nails are CLEARLY not too short! I wish I could post a picture with this review. The only thing the woman on the phone had to say was if Im unhappy with the price I am welcome to go elsewhere. ... Well I certainly plan to for grooming.

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