Grooming department has the worst customer service. I kept coming back because of the convenience but after today, will never return. They are disorganized, constantly short staffed and unapologetically rude. Once again, they took hours longer than they stated despite the fact that I was called at 7:25 on Sunday morning to bring my dog in an hour earlier than his appointment. Never trusting them with my dog again. read more

Took my dog to get groomed here. They did a good job he came out smelling great .I like the fact that we could watch him through the window during the process. read more

I am beyond impressed by the work Joe did at PetSmart groomer's today for my Havanese dog, Kobe. Kobe has a history of biting and being extra difficult whenever you get near his nails because of a bad vet visit that left him traumatized. No one has been able to cut Kobe's nails, I even tried cutting them myself and I only got as far as one nail. Well, today after about a year Kobe got his nails cut by Joe! Joe has been so nice and helpful since we started working with him. I even saw him talking with Kobe like a baby when he was brushing his teeth. no one has had this patience with Kobe before and it was beautiful to see someone actually work with Kobe and be successful. I recommend Joe because he seems like he actually cares and he clearly did something right with Kobe. I'm very happy, and I will keep coming back. SHOUT OUT TO JOE! I don't know how to add pictures to my review, but Kobe looks cute and fluffy ! read more

This review is for the PetHotel, Doggy Day Camp and the training program. We adopted our dog, April, in June 2010. At 9 months old, we didn't know what sort of training/socialization she had or had not gotten (she's a rescue with a mysterious past). We immediately enrolled her in Beginner Training with Erin Brackett. April showed that she has a lot of issues -- nervous, anxious, and tends to be fearfully aggressive toward other dogs when she first meets them. Erin taught us the basics, and we learned how to be calm, assertive trainers of April. We enrolled in the Intermediate Class to keep the routine going. The class only had 2 clients enrolled, so Erin turned it into a shared personal training session (at no extra cost). This class was invaluable for us. Erin got to know April and worked really well with my husband and I to help April adjust to her new life. She suggested having April in Doggy Day Camp to help her learn how to be a dog and let other dogs teach her. I took April to camp when my husband was on a trip, and I got back an exhausted, happy puppy who apparently got along great with the other dogs in her group. Since that first time, I've taken her to camp at least once a month for a big day of play. We enrolled April in another Intermediate Class, this one sticking to the curriculum. It was really great advancing her training/rehabilitation with more distractions, and she progressed further. April is now becoming a much happier dog who is enjoying things rather than being scared of them. She still has issues with meeting new dogs for the first time (especially on-leash), but Erin gave us great tools to help her. We had one occasion where we needed to board April for the night, so since she was familiar and enjoyed PetSmart because of her training, we boarded her at the PetHotel. It was great picking her up the next morning. She looked like she had a blast, and she got a great report from the workers. I've been very impressed with the staff at the PetHotel. They're absolute professionals, and I really believe they care about the dogs they watch over. The hotel is clean and well-run. read more

This is a review of the training class and the groomer! Training: I love love love the training here. It's affordable, flexible, and personalized. Lindsay has so much experience and is very good at explaining the reasoning behind all the training methods. She's so great at reading my rescue pup, who was definitely a challenge for me as my little girl is both smart, highly skeptical of the world around her, and leash aggressive. Lindsay never makes me feel like I'm doing something wrong or not trying hard enough and only has good things to say about my dog when we're in training, which is nice cause I know she's challenging but it's demoralizing when someone treats your dog like a problem child. Grooming: My dog does not like it when I abandon her, even for an hour grooming appointment, so she's always very reluctant to go to grooming, but she smells great afterwards and she feels so soft. I love the report cards they give me at the end of it. It's very comforting to know my dog didn't give them any trouble! read more

If you have a dog that has "features" of a pit bull do not come here. I know of a friend who brought her terrier mix there who loves playing with other dogs and never encountered a problem. After weeks of bringing her dog there, she was going to drop her dog oss as usual, they told her she can no longer stay at the PetSmart Doggy Day Camp because she has "features" of a pit bull as stated by the manager of the Doggy Day Camp. Apparently the manager is specially trained to identify these features. First of all she isn't even a pit bull, she's a terrier mix as written on all her paperwork. This is discrimination and I know I would never refer anyone to this place. read more

Everyone especially people at the pet hotel are awesome. Very friendly, helpful and You can tell they really care about the pets.

this place is the shit...and doesnt smell like shit...like some of the Petcos. always clean and the staff is very helpful and friendly. I get my spoiled kitten toys from here...they have the best selection. Not to mention their "treat aisle"... if you ask nicely they even let you try them yourself before you buy! mmmmmmm salmon cereal bites yummmmm! read more

I called and asked a question about filling a prescription, and the woman was rude and condescending.

This is a review of the Pet Hotel only. I've been bringing my dog to the Pet Hotel for 7+ years and I can honestly say that he seems to love it. He gets excited when we pull in the parking lot and leaves happy and seemingly well exercised. Many people on the staff have been there for years and always remember my dog when he visits. The pricing is clear and I really like that you can see the kennel and play areas from the check in area. read more

This is the PetSmart closest to me and I have to really ask myself if I should just drive to Woburn instead. there is a man who appears to be a manager of some sort. a little chubby with shaggy hair? Yes. Him... He has no sort of customer service skill. He is very rude, and I'm embarrassed for this store as the only PetSmart in the area. I feel so sorry for your co-workers and the animals that you care for. You can't even be pleasant to your guest! I can only imagine how deep your lack of respect goes. Talk to people the way you would want to be talked to. twice is enough. next time i will contact your regional manager. read more

This review is for the grooming salon only (I've had great experiences with food/toys/pet care purchases here.) I've gotten my 8-month old maltipoo groomed here twice. The first time was a puppy cut with a woman whose name I can't remember and it was great, no problems. My boyfriend took her back for a second cut last week and we will not be returning for another cut there. The groomer, Tim, insisted that she had mats in her fur around her collar, and that because of that he had to shave her entire head, face, and neck. I had brushed her out the night before so I knew there were no mats. However, he bullied my boyfriend into allowing him to shave her. I'm unhappy that we were not presented with alternative options. There was no explanation given, and it feels like laziness to not take the time to explain other options or take other actions. My puppy looks awful and for $47 I am quite unhappy with my experience here. I can't wait until her hair grows back. read more

We have a 5 year old pug named Louie and have been using this Petsmart for about a year for a few different things. Grooming: I've had Louie groomed here about 4 times and he always seems to come back shedding more and not fully dry. I had to spend 30 minutes brushing him out last night because the groomer didn't spend enough time with him after he got a bath. Although the manager was understanding and offered a free bath when I showed him my shedding dog, I've decided not to use them again. Vet Service: Our dog had some minor health issues last year and after some thought, I decided to sign up for the Banfield vet plan. It's been totally worth it because the visits are free and the vaccines and check-ups are taken care of. So if he has itchy skin or the runs I don't have to worry if they'll charge me an arm and a leg to come in. I pay $31 per month ($372 for the whole year) and it is nice to spread out the cost. I've had some vet bills that were close to this, and have found that overall the service is decent and you can use any Banfield in the states (very handy when we moved from California). I do like the vet staff better over at the Everett location. Overnight Care: Reasonably priced compared to local petsitters (it can be up to $45 a night for some people... yikes!). However, I think it's lame that you get charged extra to give a dog a little time to be free and socialize. And I would never use this for more than a night or two. It's very noisy and I think my pug would be very unhappy there for any longer. Also, he always comes back smelling terrible, so I have to bathe him afterwards. read more

I have to agree with T.T.'s review. The staff are unhelpful at best, and the girls operating the registers are high school kids who have zero common sense or customer service training. It stinks, but at least we expect it now. It is unfortunate though because other locations we have been to have had great service. We have also boarded our dog here 3 times now, and most recently I specifically asked that they give him extra bathroom breaks because he had refused to go outside in the rain on our way there. When we picked him up I inquired about how often he went and they had no record at all, even though they normally track it, but the woman assured me he had ample bathroom breaks. Immediately after they brought him out to us he made a mess all over the floor ! This has NEVER happened before. He has never had an accident indoors before. I was mortified and upset because I doubt that they had done as I asked. Also, their bathroom area is indoors, so I am thinking he may not be as comfortable with that. This is our last choice for boarding now-for all the reasons already mentioned. It is cheap, close by, and has convenient hours. read more

I've never written a Yelp review before, but I just had such a positive experience at PetSmart (Alewife) that I felt compelled to write this. 2 days before Christmas, everybody is very stressed out, I had a million things to do, one of which was to take my dog in to get his nails trimmed (long overdue). The weather was terrible, the parking lot was insane, other drivers were rude, but I finally made it into PetSmart and dropped the pup off in the Salon to get his nails clipped. He was shivering like crazy and very nervous apparently, but they took him and went to work as I left to Salon to go buy food and pay. When I went back to pick the dog up, the Salon worker told me that my dog had pooped on the table while they were trimming his nails. Obviously I was horrified, but I can't tell you how much I appreciated the kindness and professionalism of the PetSmart employee. Not only did she not give me attitude or a hard time about it, but she demonstrated that she cared most of all for the dog's well-being and said she felt bad he was so nervous. I'm not sure if this is a big deal for her to be so nice, but it was such a welcome note of grace and patience during a crazy holiday season and it meant a lot to me, so I figured I would do what little I could to give PetSmart its due praise. read more

Ordered a carrier online and bought some food. Ran into a store employee named Brandon (I hope) who helped with everything, including searching in the back for more food. This one guy made a simple transaction a five star review. Someone should clone his DNA and install him in stores around the country. read more

Great for toys! And poop bags! Inexpensive leashes, collars and miscellaneous stuff. I got a crate here for instance and love, love, love it. Good price, great quality. But really, we all know the food and treats are garbage. Why do you think cancer in pets is on the rise? Maybe they hope if you feed them the food and treats that you will have to take them to their pet hospital. I am always disappointed with the quality of the clothes. Their clothes are for the "look" not to keep the dog warm. (Which certain dogs *do* need.) Also, not such great books. I love reading up on animal related things and wish they had a wider selection of truly informative stuff. Don't get me wrong, they have books, they just aren't good quality books. They do, however, have a lot of magazines, They are expensive but they have a better than average selection. This store is MUCH more well run than their Everett store! The staff is always very pleasant, although they sometimes forget to give my dog a treat at the checkout! :( Her FAVORITE part!!! And she always sits so nicely and attentively with *that* look. They now do cat rescue/adoption, for which I'm adding an additional star. I'm happy to see that addition to their store. And, for that matter, so is my dog. :) They also have a day camp and a nice feature is that you can view the dogs playing on their video monitor. They seem very strict about vaccinations and cleanliness, which I appreciate so my pooch is less likely to get sick while visiting. I wish they had options to pay by the hour though since she only goes for some additional socialization (I live right across the street from a park and I've only seen two dogs there in the year+ that I've lived here!) and to work on her separation anxiety. It is still a chain but they have evolved since they moved in and I hope they continue to! I'll keep going back for the basics. Convenient location, clean, not over-crowded. read more

Grooming: I took my pup here the other day for a summer puppy cut. Nails and the cut cost me $60 which is as expensive as other groomers in the area. The biggest plus with this place is the huge window they have so you can watch your dog, and other dogs, get groomed. I'll be looking for something less expensive in the are but I wouldn't mind coming back. read more

Do not leave your cats with the Pet Hotel. After leaving specific feeding instructions for my two cats, the instructions were ignored and my cats were not fed all day. I found this out only after I'd brought them home; it took three employees plus myself to get my kitten (who weighs less than 10 lb) into his carrier because he was so agitated/stressed/angry. I found out later that it was because he'd basically been neglected all day. The store refunded my money, but the entire experience was traumatizing for myself and my pets. Do not recommend; take your money and your pets elsewhere. read more

I made an appointment for my 11lb. cockapoo to get a shampoo/cut/mani/pedi and grooming for 7am the next day. My husband took her in and found that there was no record of the appointment. Nevertheless, they squeezed her in and, although she was there for an extra hour an a half, she looked great and more importantly, was calm and happy. I don't know the name of the groomer, but he was a really nice guy who knew how to cut for a cockapoo. Hubby, puppy and I are very happy and will go there again. Thanks, Petsmart! read more

We live in Arlington, and besides this Pet Smart's convenience for us, it's also a great store, in general. I do agree that sometimes the staff help is a bit sketchy on knowledge about brands, items, etc, but their attitudes more than make up for it. Also, their grooming salon is nice, friendly and seems clean and well run. I've only had a few issues with some forgetfulness re: nail trims and a few weird cuts and shavings on my dog's body when I had specified something else. We've also used the pet hotel, and it's quite nice for a 2-3 night stay. I do wish they had an outdoor run for the dogs, as that would make their entire "a la carte" pet menu really something special. It's nice to feel that the staff really love animals, too, and it's evident. Heather read more

I like this PetSmart. It's a more convenient location for me - instead of going all the way to Everett. It's a huge location that offers grooming, veterinary services, training classes and a pet hotel/boarding. I always bring my little guy when I come here and he loves sniffing at everything. The staff is always very friendly towards me and my dog. read more

I know big chains like this do not really need my Yelp, but I wanted to give a shout out to the their trainer Erin. The courses are very reasonably priced ($109 for 8 one hour puppy classes) and Erin is practically a dog whisperer. She gives lots of personal attention, is great about rescheduling if you miss a class and can answer pretty much any question. My pooch was having trouble with her food and Erin totally got us on the right track. I was hesitant about going to a big chain like PetSmart for training, but it totally worked out great for us and the pooch! read more

Took my dog here and loved his first haircut they gave him. The second time was not cut as short as we asked, but still a good cut. I decided not to complain since it was still done well...so I go back a third time... and this time they did not cut my dogs hair the way they said they would at all. He had not even been cut in certain places, and he was shaven in a few places as well. And it was even NOTICEABLE. Before I left from this haircut I asked nicely to fix a few places and they did it for me but were super annoyed that I was asking. Didn't I just pay you almost 100 bucks? Shouldn't it get cut the way I wanted it if I'm paying that much? I watched my dog the entire time he was getting it cut and he was super easy to deal with as well. My dog gave her no reason to get a cut like that. Ever since he was 3months old he's gotten haircuts every 5 weeks and loved it. This has never happened before. So unfair. All pet smart wants is your money. Do not go here if you want your pet cared for! read more

My dogs are in day camp for the first time there today and are scheduled for "puppy baths" which I heard about from the puppy booklet I bought a while back. It's our first time at a PetSmart and our first time doing a bath from someone else, and their first day at any day camp. When I dropped the dogs off this morning I spoke to the woman about coupons for doggie day camp she explained that the policy on the terms for the coupons in the book were "loose" and assured me not to worry about the nitty gritty. Moments ago I got a call from someone over there explaining they are ineligible for the puppy rate and that I would be charged the full amount for the non-puppy rate (7 month old dogs are puppies, just a reminder) but they would still accept my one coupon - since I have two dogs, this is a notable change (I only have one coupon). The staff really give you the hard sell on the book, it's not feeling so great now. Inconsistent messages about this location! ...okay, so I picked them up and told the guy who was checking us out of the doggie hotel and he was surprised by the call and told me not to worry about anything and reverted us back to puppy pricing :), he applied all of our coupons to everything and was very happy to do it! I've updated from two stars to four :). read more

Store is always clean and organized, has a decent selection of in-stock items, and friendly staff that have always made sure greet me, genuinely ask if I found things ok or otherwise thanked me for my business. Hard to ask for more, right? read more

Can be a bit difficult to get service sometimes. There have been times where there's nobody by the fish section, and, even though I've asked at the front several times to send someone over, I'll still have to wait 10 or 15 minutes for them to find someone to come over. Staff is not very knowledgeable when it comes to their products, at least in the aquatic area too. At one point I needed some chemicals to treat an Ich outbreak in my tank, and, even though I had a specific product recommendation from the internet, I figured I'd try to get some in-person advice as well. Bad idea. The floor guy basically walked down the isle and read off the back of chemicals before recommending several algae treatment chemicals. Wonderful. Their fish look healthier than those in most pet stores, but I've had several issues recently, including fish with Ich (see above) and another with cottonmouth recently. Could be worse, these are all treatable, but it has led to several fish that died within days or weeks of me buying them. All in all, it's not a terrible place, it's just that, I expect a store that supports caring for living things to be top-notch. After all, getting it wrong means a living being dies, and, quite frankly, they just don't have it together enough here to make me think they're trustworthy enough to care for pets. read more

Excellent boarding facility. Your dog is safe at their Petshotel. My dog got sick while at their place, and they rushed him to a vet clinic, while staying in excellent phone contact with us. They were really fantastic, and I'm pretty sure they even stayed after closing so that we could pick him up. Not only did they take truly great care of him, but everyone there clearly loves dogs and take a personal interest in your dog as an individual (everyone knew his name even before the whole crisis, when I called to check in). In addition, the actual kennels are quite a bit larger than what I have seen at another boarding facility. You have the choice of a wire kennel or of a small room with a door that has a tv in it You can also put your dog in 'day camp' which means that they have 8 hours in a room with other dogs to play. read more

I brought my dog here twice for grooming. The first time they did a decent job except I wasn't thrilled how short they cut his face. I believe we had the manager of the salon. She was very helpful and explained different options and gave us a report card when we picked him up. When it was time for him to get his next hair cut we decided to give them another chance and see if were liked it better. It was awful! They completely shaved him down to his skin! He was a little matted so I knew he was going to have to be shorter but not completely bald. We had a different groomer and she seemed like she was just going to do whatever was easiest for her. We didn't even get a report card like the previous time. She just said I did the best I could. . . We will not be returning to the grooming salon. I do find the store to have everything we need and would give the store 4 stars. read more

Susan was amazing and really helped answer all of the questions I had about cat food. I was worried about my kitties but she told me how cats are picky eaters, why they might be uninterested in their food and what to look out for if they need to see the vet. I haven't tried the food yet but I was thankful for the piece of mind read more

We've been taking our Jack Russell Terrier to the PetSmart Hotel for over a year now, and we are very happy with their service. Not only is the facility extremely clean and well kept, the staff are top-notch. One pet specialist, however, stands out for me -- Kenya. It's almost like she knows my dog better than I do. In fact, she's made recommendations for me on the best combination of "add-ons" (e.g., snacks, play groups) for when our dog spends several days there. Her suggestions are clearly not sales related. She's gotten to know that while our dog appears to have a limitless pool of energy, he's 15 years old, and his bursts of mania require major naps in between. Folks there greet with you a smile and give you a detailed report card at check-out. Our little one is in great hands. read more

I highly recommend the Fresh Pond Petshotel. Kenya, the manager, and her staff are terrific. I spent months looking for kennels or pet-sitting services other than Petsmart because I didn't believe a big chain store would give my dogs enough attention. But once I gave the Petshotel a chance, I became a fan! Everyone knows my dogs and greets us by name. They're endlessly patient in setting up reservations and making changes. They're always friendly and enthusiastic and sweet with my dogs. And as best I can tell, my dogs seem to love it there. Originally I was also concerned that my dogs couldn't go outside at the Petshotel. But other kennels I looked at just had small gravel outdoor areas anyway, which my dogs don't like. And in the winter, it's just as well that they don't go out and the play time with other dogs makes up for the lack of outside time. read more

We were thrilled to find that this PetSmart location not only offered great grooming services, but also a Pet Hotel that is much less expensive & more flexible for pick-ups/drop off's than what we are currently using. We brought our dog here for grooming since his winter coat was starting to come out & his spring coat was coming in, which meant tons of hair everywhere from all the shedding. We also wanted to have his teeth cleaned. All we needed to do was bring proof that his vaccination for Rabies was up-to-date & we had no problem getting a same-day appointment. We dropped Guinnness off to be groomed and came back 2 hours later to a happy, shiny pup! The handlers took great care of him & the price was really reasonable. We'll absolutely be back to try out their pet hotel! read more

My review is of the Grooming Service. My wife and I had the expected skepticism of the big box store grooming "mill" but the few boutique groomers we'd used before were incompetent, crazy or long gone. Adria and the staff dispelled that skepticism immediately both in the quality of their work and their care for our spaniel. We've been back with Gilly four times since and it continues to improve! Kudos! read more

This is my favorite petsmart location - the staff is so friendly and will go out of their way to help. My dogs food is on back order and the manager saw me looking asked the problem and called around to all the petsmart locations in the area for me. Great customer service :-) read more

I really have to give this store "Most Improved". In the last months, it's been a new and very welcome, positive experience shopping here. (And believe me, I tried to go to the smaller nearby competitor but choked on the prices and was frustrated by the selection.) The staff actively and consistently asks if they can be of assistance, they move customers quickly through check-out, and there doesn't seem to be as many carts left rolling around the parking lot. Thank you, PetSmart! read more

My girlfriend and I take our dog to training classes, boarding and doggie day care at this Petsmart. It's not the closest to us (we live in Boston), but the facilities are really nice. We've been through the puppy class and are currently doing the intermediate one. Day care and boarding are a good deal, $22 for day care and $30 to $40 per night for boarding depending on extras. Good: lots of space for both merchandise and services, separate sound-baffled area for classes. Most Petsmarts seem to just use some of their floor space with waist-high fencing or barriers. Really good and knowledgeable training staff - Erin Brackett is our trainer and she's extremely knowledgeable, competent and dedicated (and cool!). Their people seem to like their jobs, which counts for a lot. Bad: Located out in the middle of nowhere, at least in relation to us! And sometimes there are yellow puddles, but that's more the fault of the clientele for not training/picking up after their dogs. Aside from that, nothing. read more

Had a very bad experience at PetCo when their groomers tried to put a ball over my cat's head (their new "policy") before grooming her. Needless to say, that didn't work out very well and she didn't get groomed so I set out to find another groomer. I saw that Pet Smart did cat grooming, but I wasn't hopeful that they could do it as I saw them as another chain store that didn't care. How wrong was I! I had an appt yesterday for my cat, Olive, and although they put on a collar on my cat, which she didn't like at first, they treated her very well and shaved her in no time. and were very friendly while I waited the entire time. And it ended up being cheaper than PetCo had been charging as well. Forgot to mention I showed up 45 early to my appointment and they had an opening and so took her earlier. Fantastic all around! read more

We take our Boston Terrier here for training here with Alyssa and she's been a great help turning our little terror into a very well behaved puppy. Very knowledgeable and always has great tips! As for the store I find its handy to have a pet store with easy parking. They don't have the best selection of toys but carries the food and basic necessities we need. Also handy to have a Vet, training, dog camp and pet hotel all in the same place. We haven't tried the dog camp or hotel services but our neighbors all go there and have positive things to say so we will be using them in the future. read more

A few months ago I had a horrible experience with Petsmart -- I thought I Yelped but I think I forgot to post my review -- I'm glad that happened because I went back last week-end and -- what a difference! Everyone greeted me, all the sales help asked if they could help me, the store looked great, the whole atmosphere was better and much, much friendlier. So much so, in fact, that I had to see the manager to ask if there was a new manager -- and, there was! Congratulations, folks -- you seem to have gotten it right -- at least on the retail side. I appreciate the changes -- and thank you for the extra effort. read more