If the grooming dept was rated separately from the rest of the store, I doubt it would earn a single star.
I arrived 10 minutes early today for a 5:30 grooming appointment for our new, young rescue dog's first haircut. Three employees were in the grooming area and the friendly girl who greeted us informed me that Matthew was doing our work today and he was working on another dog. I was fine with that and asked if I should just go do my shopping inside the store and come back in a few minutes. Matthew must have thought he heard some sarcasm in my voice, (of which, none was intended), and very abruptly told me he needed time to "get up there", (the counter). Really? That's how we are going to start this?
He looked us up in the computer and asked what we wanted done? I said we'd selected everything online and asked if he could see that. He said he could, but needed to know which service, or package we wanted. I didn't understand, as there is only one grooming selection available. Matthew was beginning to get impatient with me and it showed when he asked if I wanted head, tail, and whatever, or a whole body cut. I said I wanted whatever I had been priced online. It really ticked him off when I asked what the price difference was. He said one was $37 and the other $45 or something like that. I told him I'd take the whole body cut, and that I wanted nails trimmed also as I'd selected online. He shook his head and asked how I wanted him cut. I explained that he gets grass and stickers in the hair on his paws, so we wanted it to be trimmed short. The rest just evened out and cleaned up is how I put it. He asked again how long I wanted his hair. I explained that I am a relatively inexperienced pet owner and asked if he could give me some advice or guidance. I'm new to this, Matthew is supposedly a pro, I think he would want to help me make a good choice for our dog. He wasn't having it and insisted that I tell him how long I wanted it. At this point, I'd had enough of this rude guy with a bad attitude and no desire whatsoever to provide any customer service. I asked him if this too much for them and if I should just go someplace else. Matthew told me I could go someplace else if I wanted. So I did, and I won't be back.
Matthew stopped just short of being overtly rude to me, but he refused to be helpful and was totally unprofessional. I've read lots of reviews about this store and there seems to be a pretty clear pattern of poor performance in the grooming area. It seems that the decision makers for this store either don't look at these or just don't care. I am dumbfounded that PetSmart puts up with this type of service consistently, over time, and can't get it right... read more