PetSmart

Reviews 5

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Suzanne Saxon

The site made me choose at least 1 star, but my preference would be 0 stars....I rescued my sweet 3 year old American Cocker Spaniel, Dusty last November. I never knew I could love a little dog so much. He had not received grooming services before and needed them . Although he was anxious and timid, I took him to PetSmart to be groomed. All went according to plan and he seemed happy and looked great. Other than a few places around his neck that were too close, I felt comfortable taking him again and all was fine. Yesterday.... Totally different experience entirely. A week ago, I scheduled an appt for 12:30 to have him receive the Top Dog Grooming Package+ add-ons... Furminator, flea/tick, nails, ears... everything. When I received a call @ 5:00, I assumed it was that he was ready for pick up. Nope..... It was a message that 2 dogs I had never heard of were ready to pick up.....I let them know I was on my way to PetSmart, and was told that they had not had time to get to Dusty! He had been crated from 12:30-5:00! Other than to have been bathed and left to air dry, a tangled, matted mess, he was shivering uncontrollably and clearly distressed. I asked why he had not received the services at his scheduled appt , been cared for, or why I had not been called. The “so-called” salon manager and Casey (sp) the person who I had met with and was to groom him, were rude, defensive and only capable of offering unacceptable excuses. The store manager, Denny, walked into the salon and was able to meet with me. Upon seeing the condition my dog was in after being there for almost 5 hours, he too was shocked and aghast! After I shared with him the excuses I was given, the dismissive attitude presented in the salon, It was very clear that the salon personnel were not only inadequate in caring for my dog, but were especially inept in customer service. Denny whole-heartedly apologized for the inexcusable experience and even phoned the next morning to check on Dusty. He invited me to try the PetSmart again and to reach out to him if I do. He said he would address the situation and personally see that we would be well taken care of if we ever return. I pray that he does address these issues as I wouldn’t want anyone to feel as sad as I was yesterday. I trusted them and they let us down.

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J Gray

Stay Away!! I have had my 3 pound maltipoo puppy groomed at the Brentwood Petsmart twice. I was hoping that the first experience was just bad luck so I decided to give them another try today. I was quoted $40 (keep in mind she is barely 3 pounds) but when I picked her up the final bill was $64.46. I was upcharged for two additional brush out times as they said she was extra matted. The kicker is that I completely brushed her out 10 minutes before her appointment time. There were absolutely no mats as I learned this lesson the first time. The manager said I should have been called to go over additional charges, but I was not. This was the same thing that happened to me the first time and after talking to friends who have used the Brentwood Petsmart, this is COMMON PRACTICE. Do not expect to pay what is listed online or the price you sign when dropping off your dog. Your price will be much more as they will always have "extra matting" which they say increased their time with your pet. Its just their way to get more money from you. Please learn your lesson from me and go to a reputable vet. You will get a much better grooming experience for your pet, and a better service for the price. Oh, and I forgot to mention that things included in your pets service are not always done (trimming nails, cleaning ears, etc) however you still have to pay for it. Please go elsewhere.

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Todd Beasley

Grooming is a nightmare! While we have had good experience within and purchasing from the store we found just the opposite with the grooming. We used to have our dogs groomed there when they first opened and good experiences, then our vet talked us into using their services, and that went well until the lady quit, so we decided to go back to PetSmart for grooming. Sorry that we did, the last two visits (and our last) have been horrible. They have not completed the jobs that we paid for, and our last visit the dogs were there for 5 hours without being complete, and upon arriving they made me wait another hour, as the groomer did not know what she was doing, then copped an attitude with me because I asked why after 6 hours the dog was not groomed and I am being made to wait. The groomer named Casey instead of being sorry, started giving me excuses and then blamed the dog, she cut the dog during the process and never disclosed it, only for us to find it when we got home. The dog who is 6 months old and has had three visits to the groomer with excellent results. Finally when Casey brought me our dog out front she basically pitched the dog to the floor right on top of two other dogs and started a fight in the front of the store. If you decided to take your pet to PetSmart grooming DO NOT let this Casey groom your dog!

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Michelle Montville

Ive had my Shih Tzu groomed there a couple of times before and I never thought the work was stellar but it is a convenient location. The first red flag shouldve been a few months ago when I was picking my dog up and witnessed a groomer yelling at another puppy repeatedly. She wasnt fazed that there was a customer witnessing her bad behavior. No other employees seemed to blink at the situation. I took a chance and dropped my dog off for grooming today and was told he would be ready in 3-4 hours, which was already a lot longer than the normal. At the 3 hour mark, I called to ask how much longer and was told they were running behind and it would be more like 4.5 hrs before he would be done. I spoke to the manager who explained that when they work with live animals, unexpected things can happen and they can run behind. My gripe is not that they ran late today, its that no one notified me in a timely manner. Also, my dog is 12 years old and Ive never had a groomer take 4.5 hrs to groom my 16 lb dog. They are unapologetic when they run behind and dont expect to be notified until right before pick up if they are running late. I was told I should have told them if I had to pick him up by a certain time. So, my fault, I guess. In short, if you value your time and customer service, dont leave your dog here.

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Erin Nix

We will never use Petsmart in Franklin again for grooming. The associates are always rude when we pick our dog up from grooming. They also never bother to call us when she is finished and expect us to magically know when she will be done being groomed. Today, I specifically asked the lady who groomed her to call me when she was done so that I could pick her up in a timely manner. Sure enough, at 5:50pm I got an angry call from a groomer who wanted to (very rudely) remind me that I "had a dog waiting for pickup and the store is closing in 10 minutes." I did not receive an explanation as to why I was not called when my dog was finished grooming. Well be using a competitor in the future, for both grooming and non-grooming needs.

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