We have left our small dog at this hotel three times in the last six months but we will not be using them again. Two out of three times, our dog has gone poo on herself, in her crate while there. Our dog has never pooped in her crate before. She goes out and does her business in the morning and in the evening. Twice a day has always been sufficient at home. So I have concluded that either she is not being taken out for her regular bathroom breaks or if she is taken out, it is so rushed that she cannot take care of her business. I am very disappointed in the care of our dog while in the care of this per hotel. read more

Called in a week ago to get my puppy in for a bath and haircut. Scheduled it for 10 on a Saturday morning. Show up for the appointment and the guy with the cool nose ring rudely proceeded to tell me my appointment was scheduled for 9. When I told him that I made the appointment for 10 and someone must've wrote it down wrong, he just rolled his eyes. He asked when I could reschedule and I told him I would be taking my dog somewhere else. Wouldn't recommend this place unless you like being inconvenienced. The staff cannot do a simple task such as writing down an appointment time correctly, why would I trust them with my puppy? read more

Okay so I'm updating my review. My dog got an awful haircut yesterday and the service was awful! Clearly an inexperienced groomer was allowed to do this with no supervision. The cost keeps increasing and now tops over $60 for full service, which is why I was not pleased. The good news is the Store Manager Eric authorized a full refund today. Now if he can train the newest group of groomers on how to greet and respond to customers, it will go a long way to helping such a situation. I doubt any one of the three groomers who saw my dog looked closely at her choppy cut around the body and face and ears! So instead of a one star rating I pushed it up because of this manager. I'll still shop in the store and will continue using Banfield so long as the vets continue to be consistent and great. I'll be taking my dog to a groomer in Apex thanks to some great reviews on Yelp! read more

I have used this locations grooming service once before with great results....however I had an appointment today and the groomer was a no show. Not only that but the staff was very rude and not concerned with the situation at all. With the high temps today it resulted my dogs getting reaaly stressed. Shameful representation on their part. read more

I've used the pet grooming salon at this particular store more that a couple of times. I first started taking my puppy when he was very young. He's a poodle mix and I just like to keep him trimmed, no particular style (NOT a poodle cut). I started taking him around 3 months of age I guess. The cost for a puppy was around $15.00 (I think) at the time and I thought that was a good deal for a wash and trim up. Each time I went, they asked how long I wanted his hair and I said as long as you can leave it! I instructed them that if there were any matts, I don't mind those being cut closely, but please leave his hair at least a couple of inches long if at all possible. I'd say 3 out of the 5 times I went, I picked up my dog and he had been SHAVED, COMPLETELY. I could see his pink skin! It was TERRIBLE and even my dog knew it. I would complain and they would just tell me that there must have been a miss-communication and they never offered a discount or refund or anything. The place was convenient for me so I kept giving them chances. Another time, I picked up my dog who was supposed to have been washed and trimmed. He smelled differently (like a crappy powder smell) and then I noticed the dust all over my black clothes (which I had to wear to work). They had either DRY-SHAMPOOED him instead of actually bathing him or they had just put powder on him so he would smell "clean", and I was still charged the same amount. Once, when he was just around 6 months old, I took him and when I went to pay for the cut I was told it would be somewhere around $40.00!!! The cost went from around $15.00 to $40.00!!! I asked why and they told me that when the dogs turn 6 months they are no longer considered a puppies. WHAT!? The dog isn't any larger (less than 10lbs) and doesn't weigh any more, and isn't any more difficult and it jumps 25 bucks! And you couldn't mention this $25.00 price difference to me when I dropped him off? Needless the say, the cashier could tell I was upset and she knocked $5.00 off of the price. I have had other people tell me they have had great grooming experiences at other PetSmarts but I wouldn't recommend this one at all. read more

I took my dog Maggie for a groom there yesterday and she looks great! She is an 8 lb shitzu and Beth did a great job. I asked for a teddy bear face and a short 3/4" body cut and that is exactly what I got. Maggie looks super cute and she didn't seem too traumatized by the experience which is saying a lot for her! Props to Beth...great work! read more

I have two bad (and a half) stories of this location's grooming because I decided to give them a second chance. So buckle your seatbelt. tl;dr : Do not go here for your dog's groom--they seem super understaffed. First incident: I had brought my 20 lb , 10 yr old dog ("Lassie") to this groomers a few times before, no problem, and even loved Leanna--she did a really good job with my dog's trim and I was very pleased. However, this time was a much different story. I dropped the dog off and was told a few hours. The call didn't come, but I thought surely my dog was done, so I go to pick her up. They are initially caught off guard that I'm there for my dog and no one seems to know if Lassie is done. They then give me the bill (before seeing Lassie), which I was dumb enough to go ahead and pay, because everything should be fine. Anyways, Lassie comes out, but only the back is shaved and undercoat is not trimmed. It's early June, so we really needed to lose a lot of that fur. Kind of caught off guard, I walk out to my car to figure out course of action. I inspect Lassie and realize they also didn't do the nail grind (I had paid for this). It was very important that the nail grind be done as Lassie doesn't tolerate me doing it. I had even mentioned before my visit that Lassie had hurt her nail earlier in the week and to be careful with it. I bring her back into the store, say that these two things aren't done. So they go about "oh okay, we can trim that more". Some checking around, and it comes out that the original groomer had a family emergency and had to leave, but no one picked up Lassie's groom. I totally understand extenuating circumstances and emergencies, but it was really the shop's responsibility to make sure that someone picked up the slack. Anyways, it was about another 30 minutes before Lassie was done. Second Incident: So this past weekend I decided to take Lassie back as we hadn't had a problem before and it seemed like an anomaly. I dropped Lassie off at 1:00, and was told 3-4 hours and she'd be done. Went over details with the groomer regarding how to trim everything. At 5:40 (4 hours and 40 minutes), I call to see if Lila's ready. No, it would be another 45 minutes! Poor Lassie was not done until 7:15 (6 1/4 hours total). Poor Lassie has some anxiety issues and really hates the groomers. I felt so bad for leaving her there for six hours. It seemed like they'd forgotten my dog again. She was sad upon reaching home. That night she whined a lot in her sleep. The next morning she woke me up to vomiting and vomited throughout the day. She was super sad and clingy ALL DAY. This is likely just stress and anxiety; however, unless she perks up, I'm probably going to call the vet after the weekend ends to make sure everything is okay. We haven't had this issue after a grooming before. I can not in good conscience take my dog here again. Super worried about my poor dog. :( Also, I discussed this with a friend, and he said a similar thing happened with his puppy back in the spring. It had been the full 4 hours, and he went to pick the dog up. Despite having paid for a full bath and groom, the dog had only been bathed because he was an "unruly puppy". They should have been straightforward in that instance and not charged the full groom cost. read more

I have taken my Australian Shepherd here many times when I've needed to go somewhere overnight that I can't take her. She's had a good time every time and always comes back happy and sleepy. read more

Very knowledgeable staff, were actually able to give solid advice about a leopard gecko (one of the employees owns a tegu! Go tegu girl!!) The reptile enclosures at this store in particular are much better than I would expect from a chain pet store. read more

I took my dog to the groomers here. They seem to have done a fine job with grooming him and trimming his nails. My concern/complaint is that when they put my dogs pinch collar to return him to me, they put it on wrong and it become impossible to remove. This resulted in me having to cut the collar off and purchase a new one. The inability to put a simple collar on correctly leads me to question how well they actually executed the services they say they performed. read more

Well stocked, but they have some condescending staff. I took my dog in to get some toys. We were followed by a dog that was snarling at her. I tried to pull my dog away, but she is friendly and wanted to say hello. I finally got her away and entered the store. One of the employees (the trainer at the store) followed me and said "FYI never let your dog go near a snarling dog. You should never let them do that." I said politely that we were trying to avoid the dog, but it pulled it's owner towards us, and then my dog was trying to say hi as I was pulling her away. The trainer then said that I should take her to their training classes so she listens to me. This is not the first time that the trainer has followed me in the store and criticized me to try to get us to sign up for training classes. I'm done going there. read more

The PETSHOTEL at this location has terrible service. When i picked my dog up me had to pee so badly he pissed on my leg when we were checking out. My dog also drank a whole bowl of water when we got home 10 minutes later. If you genuinely care about your dog and want it to stay in a nice place for the day trust me it is not this location. The STORE MANAGER even told me "well maybe you should just read more" when i became aware that they only walk the dogs INDOORS. Terrible customer service. read more

My puppy stayed at the Pet hotel over July 4th week. He came home with a puncture wound that went through his face to his gum with 2 more wounds inside his mouth that was severely infected. No one once called me or told me he was injured when I picked him up. I notice he had an awful odor that 4 baths could not get rid of and did see some scratches on his face but his hair covered up the wound. I took him to the groomer to get rid of the smell and they discovered the wound which had been there quite some time with pus coming out. I took him straight to the vert who confirmed it was infected severely and he would have died if gone just a few more days. The dr also mentioned that the wound would have bled profusely so there is no way the staff would not have noticed. I posted pics on my personal facebook and was contacted by petsmart corporate who refuse to refund my dog's stay plus medical bills until I remove MY personal fb post that has been shared over 6k times. I will never use Petsmart for any service and am appalled at the lack of accountability on their part. I advise no one leave their dog here even for doggy daycare. read more

PetSmart is usually my goto spot for whatever I need for my cats, food, treats, litter, grooming supplies etc. I don't think I've gone looking for something that I wasn't able to find here. It helps that it is on my way home from work so anytime I need pet supplies it's a quick stop. The staff has always been very helpful when I've needed help finding something as well. read more

I do not recommend this pet hotel. They called us on the third night of our dog's stay to say she had not pooped the entire time. When we signed her in we were explicit in our instructions that she will not use the bathroom inside as she is trained to go outside so she needed outside walks. When they called, we told them to take her outside and the women said they were closing for the night but would take her out in the morning. When we picked up our dog, she seemed frantic. There was nothing overtly wrong, but we definitely sensed that she wasn't well taken care of while there. She is a bit dehydrated and extremely tired and run down looking; not at all her usual happy self. Unless you are desperate, i would look elsewhere for your pet care. read more

We had a really experience with our pet over a holiday at this location. We have called and called the District Manager, Tony Meadows to voice our dissatisfaction but we never got a return call from him. It is exhausting to even recap our experience again. Suffice it to say, we don't want another person to go through what we did so that is why we are taking the time to post. We are decent people and never complain unless we have been treated badly. Do not use PetSmart for boarding. They do NOT care about your pet or customer satisfaction. What the hell are they paying you for Tony Meadows? read more

This review is for the doggy hotel and boarding facility only. We own 3 Old English Sheepdogs and one of the them is very old and requires extra care. He has potty issues, takes a lot of meds and is unable to stand by himself. We left for 10 days and needed a place that would give TLC and be patient with his "old man" issues. The boarding faculties at PetSmart on Walnut turned out to be answered prayer!! We were hesitant to leave him but after our experience, we would leave him anytime with these folks. And this is why. *They took tons of notes before we left our dog and they documented everything they did while we were gone. *Because he is very challenged physically, we would have been able to tell if he hadn't received his meds or gentle nurturing. He was in better condition physically when we picked him up, then when we left him!! It is obvious they went above and beyond with his care. *He pottied himself alot (to be expected) and they didn't have one bit of attitude about the extra mile they had to go. In fact, they gave him a complimentary grooming and bath just before we picked him up, to make our transition home a little easier. *They washed all of his bedding that we supplied, and sent us home with a clean dog and bedding! *Our dog gave them all kisses before he left for home. He would not have done that had he been treated badly. We picked up a very happy dog. It is evident that the workers care about the dogs in the Walnut facility, and this isn't just a job to them. We will not board anywhere else ever. Please feel free to call me to validate this review. I'm just a regular dog lover who has done research, and made the right decision! PetSmart has my phone number! A special thank you to Christian for making the check in process easy!! read more

To me, Petsmart is the Walmart of pet stores. They have everything, sometimes at discounted prices, but you just do not feel that great purchasing from here. read more

We had a wonderful experience at the Cary Petsmart today! We were looking for an aquarium and we were so lucky to find Meredith. She answered all our questions and pulled out all the stops with her amazing customer service. She was attentive and so knowledgeable. We will be Petsmart customers for life! read more

I wish I could post a picture of my daughters poor dog that was just groomed at Pet Smart today. This beautiful cocker spaniel is a total mess! Instead of trimming the longer hairs from a previous 'cocker spaniel cut' as instructed (previous cut also a mess), they shaved the dog! A few months ago, the dog went to Banfield at this same Pet Smart for eye surgery for cherry eye. The cherry eye re-appeared the next day. Banfield admitted an intern performed the surgery - without my daughter's knowledge or consent! They offered to redo the surgery for free. No way we would let them perform eye surgery on this dog again and no way this dog will ever go to the groomer at this place again. read more

I shop here a lot... and for food and such its ok. My main issue is the quality and sizes of the dog items, such as waste bags, collars, toys. They are all cheaply made from china.. and it shows. I would pay a bit more for some quality. read more

I've boarded my dog here multiple times. While he's always tired out and seems to enjoy the place, the corporate office at petsmart (where we call to schedule bookings) said we could not bring out dog there anymore because his bordetella shot was out of date. He had to have another one before 12/29, and this was the first week of December. After getting past that, they then said we had to have the petsmart hospital do the bordetella shot or it's not valid. Okay...that's why they accepted it the first time knowing good and well his normal vets take care of all of that stuff. Overall it was very irritating and I now take him to another place. Again, this isn't this specific stores fault, just petsmart in general. read more

A while back, I used to enjoy taking my Dalmatian here. Then, within a year or two my husband and I got a lab mix to keep our Dalmatian company. He was a great addition to our family. Everything was fine UNTIL Petsmart started coming up with a long list of boarding rules. My lab mix [more gentle than our energetic Dalmatian] could no longer be in the same pen as our Dalmatian. Dogs of a certain weight cannot be in the same cage. As if separating our dogs wasn't enough, they also changed the doggy play rules. Because my lab mix has a certain jaw line [resembles a pit bull] he was not allowed to play with the other dogs. He could only play with the employees. This really made me upset. Just because a dog looks like he has some pit bull in him does not mean that it is an aggressive dog. He has NEVER been aggressive towards anyone. Also, the staff is not what I call dog people. The Petsmart store is great, the Petsmart Hotel not so much. read more

I wish I could give this boarding zero stars. Petsmart boarding is the worst. We boarded our dog there for 8 days. First, the price went up from 150 to 300 dollars with the boarding. They told me it was because of the holidays and the high demand. When we picked up our dog, he was in his crate because they said he would not come out of his crate. That was already a red flag. When we got in the car I took him out. He was so thin, a bad bite on his nose and an ear infection. He looked awful! I called everyday when we were on vacation to check on him. Every day they said he was great and so cute! I am so upset about them. When we called to ask about him. They said "oh, we have no idea what you are talking about"! My husband called corporate office to complain and they said they would get back with us. We have called SEVERAL times and have not gotten anywhere with them. Please! For the love of your pet, do not take your pet to the PetSmart hotel!!! read more

Now that I'm done fuming about the condition we picked our dog up in, I can write a review that'll actually educate anyone who wants to board their dog here. IF YOU LOVE YOUR PET, DO NOT BOARD THEM HERE!! We have an extremely friendly one year old chihuahua dachshund mix. She LOVES other dogs and loves to visit the dog park. The only thing she loves more than other dogs are people. We left her at Petsmart for 5 nights and I was skeptical. I wish I listened to my gut feeling. Today we picked her up and she had a big scrape on her snout. I'm reasonable, I understand accidents happen, so I let that go. Then I took her on a walk... A friendly dog approached her and she growled like she was terrified and snipped at the other dogs eat. That has never happened before and is a complete 180 of her usual behavior. She used to approach every person in sight. But during the walk she cowered away in such a sad and pathetic way, even from the neighbors that she knows well. She's so skinny you can see her ribs, and dehydrated. Needless to say, we are not leaving her here EVER again, and if you love your pet you shouldn't either. I felt the need to warn ppl so that their sweet and loving dogs don't go through this. read more

I have been bringing my labradoodle here for over a year. Suvanna grooms him and she does a great job, even when I change up the cut!

I used to love Petsmart, however after a recent negative experience I will NOT use their Pet Hotel. We attempted to board our Welsh Corgi puppy at the last minute when my grandmother passed away out of state, and although I provided documentation from my vet, "Part 2" of the vaccination profile was missing on the sheet and they refused to board. (It was 8:00pm and my vet's office closed at 5:30pm.) As I was leaving the next morning at 5:00am to drive across country for the funeral services, I asked if there was a sequestered/quarantined area they could keep him until they could call my vet to confirm to the vaccinations were complete when they opened in the morning. They flat refused and coldly repeated, "we cannot have a dog back there without complete vaccinations". The vaccinations WERE/ARE complete! While I understand the need for policies and regulations, sometimes people are put in a situation out of their control. The manager was just plain cold and had no compassion whatsover. As a result, I will take my business elsewhere! read more

Folks, DO NOT BOARD your pet at this location. They will RIP YOU OFF for bogus services and the manager, Britanny and her staff are HORRIBLE. They will bill you for so-called "playtime" when all it amounts to is letting your dog out of the cage to go poop and pee inside on a hard floor. When they get real busy and stressed, they will not even let the dogs out but will still charge you for the time. The drains in the cage areas are NEVER cleaned and the back area reaks of sewage. The floors are saturated with a foam based cleansor that does NOT get rid of the daily filth and bacteria that is produced on a daily basis from all of the other dogs. The doggy training is also a RIP OFF at its worst. The whole operation is a SCAM!! read more

I'm not a fan of the large pet stores - but needed to add a couple of fish to my fish tank.... the store attendant carelessly scooped and dropped one of the fish from a height of approx. 6ft onto the tiled floor - and despite my shocked expression, he said "oh it's ok it will survive ..." when we looked at it, the poor thing was bloody, we got it home, the fish was worse .. I doubt it will live. I was truly appalled by the nonchalant attitude of the store attendant .. I will not be visiting Petsmart again. read more

Do not take your pet anywhere near this horrible store for grooming! They shaved my dog so close on her fanny that she was cut and had an awful infection for two weeks. Over $300 later, the price their Banfield Pet hospital charged me to treat her for the infection that their store induced, it finally appears to be healing up. Treatment consisted of me treating her site topically twice a day, daily pills, etc. The grooming salon refused to admit it was their fault although the site was inflamed and infected 48 hours after their grooming and she had absolutely no problems when she was taken in. A conversation with management resulted in no reimbursement for any medical expenses. I have since spoken to others who conveyed similar problems with Petsmart. I will never take my dog here again or give them any of my business. Horrible, horrible place!!! read more

I chose PetsHotel at PetSmart in Cary, NC due to conveinance. Even after I read all of the horrible reviews. I was so wrong at doing so. That place needs to be inspected and put out of business for boarding. I was boarding my 2 ShihTzus at nights while on a night shift job for 20 days. after picking the pups up and dropping them off and spending an average of $80/day I complained that they had overcharged charged me for medication. I stated that I hoped that they were not giving both my dogs the medicine. Instead of looking at the charges the girl clerk (who was supposed to be management who looked like she was all of 18 yrs old pimples and all) starts looking at the prescription information and explains that the prescribing information information not clear. Excuse me, but this is after giving my dog medication for over 10 days. I clearly wrote once a day for my dog Sachi on their medication form. This is the way a jouvenile deals with a mistake by telling me my prescribing information is not clear. This was the final straw I left and will never return there again. They have children running the PetsHotel not adults. The other things I noticed that my dogs reaked of odor when I picked them up even after one night. They told me that they had just walked my dogs several times when I picked them up. My dogs had not been walked. Also after I complained that the wait was always too long and there are several "kids" coming and going into the PetsHotel that work there, none are qualified to take the dogs back to the kennel. It is a kids social place, not a suitable place to board my dogs. Once of the kids told me that she would have my paperwork ready for me daily when I came back to check the dogs in, that didn't happen either. I complained to the store manager, he was no help either claiming ignorance about the medication and stated they were going by regulatory procedures. That man wouldn't even know what a regulatory procedure was if it smacked him in the face. Nor does he know anything about customer service. too bad after I had already spent at least $1500 there. I will not spend a cent there again even if the stire is adjacent to where I reside. read more

Beware of the parvovirus here! Our puppy got it and died 6 days later.

I do not recommend Banfield for cherry eye surgery. Without our consent or knowledge, an intern, rather than a doctor, operated on our dog. The eye is now worse than it was prior to the surgery. Banfield admitted something went wrong and that intern had done surgery. They offered to redo for free. NO THANKS!! We are going elsewhere. read more

I've used pretty much everything at this store & they are great!! Took my dogs to the boarding facility for 2 nights & they came home happy & tired. They were very specific about getting vaccine information, which I appreciate since I'm assuming they are doing the same thing for all of the other dogs there & trying to keep my dogs healthier (I have boarded at other places that didn't seem to care very much & that really concerns me, quite frankly). They played while they were there & even got groomed before coming home. One of my dogs is older & has some specific requirements & medications (which they were thankfully specific about again) & they did a great job all around. They gave me a full report of how they did & personal comments that showed they really took the time to get to know my dogs. I've often bought my dog food here, but was very pleased with their other offerings!! read more

Worst customer service experience I've had at any Petsmart. Lesson learned, stay at the Beaver Creek location. The employees here are rude and very unhelpful. read more

I just joined Yelp and thought I would look up places I knew to see what the reviews were like. The PetSmart PetsHotel is a service I've been using for seven years, with two different dogs (very different) and I'm very surprised by what I've read. While no one or place is perfect, what has always been most important to me is whether or not I can trust that people have good intentions, they are forthright, considerate, kind, and do their best. And that's exactly what I've always found to be true with all of the staff at the Cary PetSmart PetsHotel. The first dog I took there for six years died from lymphoma in February of this year after four months of treatment. She was calm and laid back and she loved all the staff and being there. My current rescue is young, feisty, a beagle and tries my patience. They are fantastic with him, often better than I am. I have only known them to be welcoming, great with all the dogs I see them interact with (and I'm in there twice a day, five days a week), patient and kind. Kristi, the hotel manager, is amazing and in the unenviable position of having to tell folks stuff they may not want to hear - like when I was told my energetic beagle was too rough with the other dogs and probably wasn't well suited for day camp right now. That was s bummer, because it wore him out and that helped me, but my "little angel" was being a jerk - they were right. And I've been taking him to training classes to learn some better manners. My long-winded point is: Kristi and her staff have consistently been wonderful in my experience, which doesn't mean it's all unicorns and butterflies, but does mean they are great with my dogs, great with me, always helpful, and straightforward. I won't take my dog anywhere else. read more