PetSmart

We love the Pets Hotel here, but I would NOT recommend the Grooming Salon. Our dog is always eager to run into PetSmart and during our last groom our dog was panicked leaving the salon. They were unable to finish his groom leaving his paws & face unfinished, and he immediately ran under my legs with his tail under himself. When I noticed his tail was fully shaved I received a very rude answer from the receptionist on her phone. We've never had issues in the 1.5 years at other PetSmart locations before, but this was our first time here and we didn't have a good experience - in groom quality, service, and friendliness. This visit was on 8/21/23. Today, 9/29/23, I had to take our dog in for another groom since the incomplete groom is now covering his eyes and he was scared to go into PetSmart for the first time. It makes me question how they treated my dog when I was not there... (Again, Grooming Salon only)

Wow..where do I begin. We have been boarding our dog here since 2018. The staff have always been friendly and communicative. Recently we have always interacted with the friendly staff member with the freckles (sorry I can't recall her name) she is always friendly and welcoming. Well the people (3 females) there now have no personality, they don't talk to you, they do not smile and act as if you are incoveniencing them. I thought maybe it was a one off thing when I dropped my dog off but it was the same when I picked him up. They did not warm up to my dog or anything. And THAT was concering to me. I am rethinking of boarding my dog there again..I do plan to follow up with the Pet Hotel corporate office. Interestingly the employees when I walked in the store were friendly and welcoming.

I boarded my two dogs here in late July when I had my baby. They were both so stressed and unhappy for days after picking them up. My normally bubbly people loving corgi hasn’t been quite the same since. Not saying they did anything, but she just did not have a good experience there. My collie was dealing with urinary incontinence at the time due to a medication side effect. I asked when making the reservation if that would be an issue and they said no. I wanted to get them grooming appointments so they would be clean when coming home with our newborn (we live 40 minutes from where the petshotel and hospital are so we all would be in the car together), but they didn’t have availability for two baths. They gave our collie back to us just covered in urine and said “we know you wanted to bathe her when you got home” I’m sorry but no, we wanted to do baths at the salon because when making the reservation they said the hotel wouldn’t bathe my collie. She is a smooth collie, so she has a shorter coat. They do have the resources to have bathed her at the hotel but because her coat is longer than two inches they would not (it’s maybe 3 inches in some spots). I’m just shocked they returned her in such a filthy state. They doused her in dry shampoo to try to cover the urine smell. I chose PetSmart petshotel because I worked at the Troy location for a few years and up until this point having an intimate knowledge of policies and procedures gave me comfort in leaving my dogs with PetSmart. Plus my collie had boarded at PetSmart hotels many, many times. She was given to me by our PetSmart manager even. I’ve had such good experiences at the other locations, but not this one. My dogs weren’t the same as they usually are after being boarded and the quality of care was not even close to what I was used to both giving when I worked at PetSmart and receiving as a customer for the years since. Since then I’ve had other people tell me they refuse to use this location for boarding as well due to bad experiences.

Poorly signed and when the line looked to be about 15 minutes long I asked the clerk what aisle rodent food would be on. Was told to go find an employee "a long the fish wall." No employee existed. Clerk made a rude comment about me to another customer as I left. I also visited your rival Hollywood Feed today where a polite employee helped me and apologized that they're low on rodent food currently. I also have Amazon prime, and can get food delivered next day with no rude PetSmart employees. PetSmart, you just permanently lost a customer.

They tried to charge me $86 for a bath and “light trim” when I asked to be charged for the services only that my pup was getting, the bill changed to $41!!! I said I wouldn’t be coming back after that. Then as I’m paying they said when they turned on the clippers, my dog freaked out so I had to come back and get him. No bath nothing. They wouldn’t have used the clippers so I know they were lying. Huge waste. Don’t use Kim!!