PetSmart

Reviews 4

TA

Tamara Key

If you read the other reviews, you will see a pattern: the store reviews are decent, the grooming salon reviews are horrible. This review continues that trend. I am new to the area and was looking to have my dog groomed. I made an appointment to do so and was told when I took my dog to get a shot at the adjacent Banfield that I would have to wait 48 hours for the bath. No problem, the guy rescheduled me on the spot. Im thinking everything is cool. I come back a couple days later and lo and behold "sorry mam, we dont see you scheduled at all." lol I said "Well, Im sorry but I stood right here, you stood right there, asked me a good time to come and I saw you write something down, you said "see you then," just two days ago, how do you not recall this?" The rest of the groomers stopped and stared as if I had three heads. The manager asked me "is there a problem?" I stated, "not on my end, but my dog was scheduled and apparently you guys didnt write it down or something, but whatever the case, he will be getting groomed today just as he was scheduled to." They begrudgingly accommodated, but I could tell by the look on the managers face (I will not be cruel here) they were not used to the concept of satisfying the customer, especially when they were in the wrong. At any rate, this was Christmas eve, the guy called near closing time and I came to pick up my dog. I noticed as I got home that he was still itching and that his hair had really not been trimmed as much as needed. I called and told them I needed to bring him back in, the guy on the phone obliged and was very friendly. Lo and behold (again, lol), I get there and the deep-voiced manager meets me at the door trying to offer me a gift certificate to somewhere else because "the groomer doesnt feel he can satisfy you and its our policy to offer gift certificates to someplace else, especially if the customer may be deemed hostile." I almost LOST it, but I held my cool. I stated, "Im not hostile, but I dont understand what is so complicated about my request. I just want my dog trimmed more. Is this foreign to you people?" She begrudgingly obliged and trimmed him. (WHY DID SHE NOT OFFER TO DO THIS IN THE FIRST PLACE???) I will never understand this place and will not be back. The customer service is nonexistent. Save yourself A LOT OF HEADACHES and avoid this place at all costs. Something is wrong with the whole atmosphere in the grooming salon. They look like deer in headlights when you speak to them. The elevator doesnt seem to go all the way to the top if you know what I mean. They are either overworked or undertrained or both. Just no. Find someplace else to take your furry baby.

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AN

Annie Lenfest

Giving two stars only because the associate who checked my dogs in/out of grooming was very nice and apologetic for the inconvenience they caused. I have taken both my dogs here multiple times for grooming and never had an issue until this time. It was a cluster from the moment I made the appointment and I kick myself for not listening to my gut. I dont know if their grooming salon is under new management or experienced a lot of turnover recently, but the change in quality of service is evident. They called me to let me know one dog was done, but it would still be another 90 minutes for my other dog. I book their appointments simultaneously to avoid this. Upon arriving to pick up one dog, they apologized for the inconvenience and said I shouldnt have been called until both dogs were finished. I explained that I book their appointments simultaneously to avoid not only having one dog finished before the other, but to avoid either of them having to stay in a drying cage longer than necessary because its stressful for them. They brought out my first dog, and she was still damp and they hadnt trimmed her foot pads. They took care of it right away when I pointed it out, which I was happy about. But when I got home, I noticed new and fresh blood on her shoulder where we had warned them she had a healing wound. It wasnt actively bleeding when we dropped her off, and told them all they needed to do was avoid it while brushing her. Now she has an open wound and a blood stain, and its noticeable because shes all white. My dog, who normally has no problem with going to the groomers, is clearly stressed. I wont be bringing them back - she couldnt wait to get out of there and I am not comfortable subjecting her to that again. Also, I get it can be stressful and loud with dogs barking and whining, but I should never hear an employee bellow "SHUT UP!!" so loudly to the dogs in the back that it startled me up front. Certainly not the professional behavior I expect from PetSmart employees.

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A

A Private User

@ Jenny and her post on Aug 5, 2011, titled: "there grooming salon SUCKS" I personally know the groomers in that salon, and THEIR quality of grooming and experience greatly differs between groomers. I would like to point out that you never give your dog to either the grooming manager (she doesnt have grooming experience, only management [ever so barely] experience) or ANY of the male staff members (they do not know what theyre doing, hence why your dog got cut up. One of the top groomers of that store is Sarah, followed by Gabby, they both have many years of experience and they genuinely care about their customers and their owners. They will provide excellent grooming for the same price (and they wont make cold cuts out of your dog!). Krystal (or Crystal, I dont quite remember how to spell her name...) Is also an excellent groomer. Ive also learned that tipping greatly affects their performance, from what Ive experienced. I think they are paid commission-based. On to review the actual Store: This store is actually very well managed, and most of the employees actually, and genuinely care and love animals. They pay very close attention to you and help you with advice and items depending on what you tell about you and your dog. Also, their training and doggie day camp is very effective at wearing down /teaching your dog with fun exercises. Recently, the store just added a overnight doggie hotel in case you need to drop off your friend overnight or for the weekend. I dont know how exactly does that work (I havent used it and they did opened it recently), but that sounds like a great addition to the already great store. One thing though, dont be surprised if they recognize your pet before they recognize you (try going to the store without your pet after going there many times before with him/her)!

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KA

Katie Maddox

What an awful boarding experience. The associate at the check-in desk acted like we were bothering her from the second we got to the counter. She brought our 2 puppies into the playroom with 10-12 other small dogs who were all being watched by one employee- way too many dogs for one person. The employee immediately started screaming at one of our puppies when they were put into the room. I understand that dogs need to be corrected if theyre doing something wrong but this woman was shrieking and slamming a big obstacle/ toy to try and get our puppys attention. It made all of the dogs run away from her, scared. Within minutes of us leaving (not feeling very good about it), we got a call from the check-in employee who said she forgot to ask if our dogs were fixed. I told her no and she said they would just need to be in a private playroom. I actually felt better because the woman in the main room was so overwhelmed it was probably best. The next day we arrived to pick them up and I noticed there was an additional fee for them being in the private playroom. I asked why she hadnt mentioned that the day before and she blankly looked at me and said, "I called you." I reminded her that she had never mentioned an additional fee but she just shrugged and said, "sorry." Worst of all, our almost-house trained puppies are now going in the house regularly, a sign that they werent taken to the separate room for potty time, probably because they had too many dogs. Overall, just dont leave your pets here. They obviously wont tell you if theyre overbooked, or else their policy allows for too many at a time. Its unfortunate because were frequently in the area and would have loved this convenient place to let our dogs play while were busy.

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