1 STAR -- PETCO AT 3975 CASCADES BLVD, KENT, OH (BRIMFIELD AREA)…read more
I am extremely disappointed with the staff and management at this specific Petco location. After approximately six months of bringing my puppy, Kaia, here for grooming and using Petco/Vetco for veterinary care, I have completely lost trust in this company.
First incident -- September 27: I visited the store with my six-month-old puppy, who was leashed and under my supervision. She became anxious and barked at unfamiliar people and dogs. Although I redirected her, an employee accused her of attempting to attack people, told me to leave her in the car during future visits, and threatened to call the police if I brought her back.
I filed a formal complaint. A Petco representative later told me that surveillance footage had been reviewed and that my puppy did not appear to be behaving aggressively. Despite this, I never received a formal written resolution or clarification about whether we were welcome to return.
Second incident -- October 12: I brought Kaia back for grooming. She was nervous at first but eventually relaxed enough to approach and lick an employee before being taken inside.
When I picked her up, I was told they could not brush her coat because she was uncomfortable with brushing, something she has struggled with before. The groomer also admitted she had forgotten to brush her teeth. After another attempt, she said Kaia would not allow it and offered a refund for that service.
I understand that groomers should never force a distressed dog through unsafe procedures. However, I expected patience, communication, and a discussion of alternatives, especially from professionals who work with animals every day.
What shocked me most was when the groomer told me that her manager did not want Kaia returning for future grooming appointments if they could not brush her.
After six months as a customer, I was essentially told my puppy was no longer welcome for grooming because she was anxious and uncomfortable with brushing. No manager spoke directly with me, and no meaningful alternatives were discussed.
This happened at the SAME location where I had previously filed a complaint. I cannot say whether the incidents were connected, but the situation made me extremely uncomfortable.
I even left a $10 tip despite the incomplete services and disappointing experience.
I contacted Customer Care again and filed another formal complaint because my original concerns had never received a satisfactory written resolution.
Petco has lost a loyal customer. I will no longer use this location for grooming and have decided to take my puppy's veterinary care elsewhere as well.
Dogs, especially puppies, may need patience and understanding. I expected better communication, compassion, and professionalism from a business dedicated to animal care.
I would not recommend this Petco location, especially to owners of nervous or anxious puppies.
