Great customer service. We use the hotel services there and they are the best. Our dog is in great hands. Thank you

This is our favorite petsmart! We've gone to many other but this is definitely the one to go when looking for truly educated people when it comes to aquatic animals. They also remind you to get all your points at the register so you can come back and use your points! They took care of my vet bill when one of their staff accidentally cut my dog during a grooming session which since it was her first time I'm sure she was fidgeting. They helped me be stress free during that process and took care of the bill as promised. I appreciate their efforts in keeping the animals up for sale in a clean environment and they have great customer service! read more

PetSmart - Pet Stores Near Me - El Cajon, California

Kimmie and Bella are always so positive, polite, and welcoming. They consistently have such a great attitude, and it gives us so much peace of mind knowing our dog is in good hands while we're away. We always feel safe and comfortable leaving her at the hotel, and we truly appreciate the patience and care they give her, especially with all of her energy and craziness! We're so grateful she has such a great team looking after her. Thank you both for everything you do! read more

The worst@ they would not honor a product sold that was counterfeit. They had a ready answer that left me feeling like they know bad products are being sold read more

There were no carts inside the store. Not a one. All of them were in the parking lot. I told the girl at checkout and she shrugged and said she's not supposed to leave the front. Yeah, understood. However, there are other people that work there that should be bringing them in. She told me they're all busy and shrugged again. Nice customer service. read more

2nd time I took my dog to PetSmart in El Cajon for grooming. 1st time the groomer was excellent. Took him in this morning and when I picked him up I was told the kennel wasn't secured properly and my dog jumped out. They found him wandering in the back area. They took him nextdoor to Banfield and had him assessed and said he wasn't hurt. Here's my problem. AC just called me and said the kennel was secured but my dog pushed it open with his nose. Seriously? Like my dog is Houdini? Bottom line is that, had the kennel been securely fastened he wouldn't have been able to push it open with his nose. These people are supposed to be in the business of taking care of pets. They will not get my business ever again. read more

This is for the "grooming service" only. I put that phrase in quotation marks because I could never actually take advantage of the service. I needed to get my cat's claws trimmed and the vet was unavailable. I go online and find out that a nail trim doesn't need an appointment. Thank god I didn't actually box up my cat and take her in. I went in to get some food and asked at the desk. The person told me she thought it was a walk-in service but that I should go online and make an appointment. Only there is no option to make an appointment for a nail trim. Because it's a walk-in service. So I decide to call. I'm told that it is not a walk-in service and that there is a three-week wait. WTF? I can get a manicure for myself in less time. If you are going to offer a service, make sure you and your app are in sync. I would not have had to go through all these steps just to find out that you can't get enough staff to take care of your customers. The app could be easily retooled so that customers can make an appointment online. This is just ridiculous. read more

Took my Malinois here for an overnight boarding at the PetHotel and a grooming service. My malinois is a 5 year old rescue, so she has major separation anxiety. Although, the workers at the PetHotel had no complaints and happily looked after her very well. After her stay at the PetHotel they made sure to communicate her experience and how nervous she was in the kennel, but that she was overall well. The groomers let us know how nervous she was too, and that they opted out of blowdrying her because of this. Having a reactive dog, I take what I can get and do my best to at least get my girl what she needs and PetSmart in El Cajon's team always provides! Although her nails were a bit uneven they also communicated this without me asking and mentioned how they didn't use a filer because of how nervous she was with her paws. read more

PetSmart - Beginner class "graduation" - Pet Stores Near Me - El Cajon, California

I boarded my dog from 12/24 - 12/28 at the El Cajon location in a private suite. Not only did we get her back severely dehydrated, she had blood in her stool and she's sick. Firstly, I called to have her removed from social play. I could tell she wasn't comfortable and highly stressed. I was told she'd be moved to one on one. That did not happen. When I picked her up I was notified she was "stressed" and it wasn't until my facial expressions showed I was upset that I began to receive feedback. The nonchalant attitude of the person who checked me out was very unprofessional. She read her symptoms off of a checklist then said "Did you want to pay cash or card?" The person BEHIND her gave a minuscule explanation then I was sent on my way. I will NEVERRRRRRR board my pet here again. And if anyone asks if I recommend them the answer will be absolutely not. read more

Huge location, well kept and clean. Large selection of brands. Guy at the checkout was helpful, however, handing me one single paper bag mentioning "it's heavy" should've been split into a few bags. It was literally carrying all of my "total of 88 items" in one single flimsy paper bag. This is what I was left with. Extremely annoying, trying to pick up every can of food that dropped as each one is over two dollars apiece. read more

PetSmart - 88 items into one single bag that obviously didn't hold up. If you mention "it's heavy" why not just split it into two bags for me? - Pet Stores Near Me - El Cajon, California

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First off, Staff is always kind and helpful! We are a PetSmart Family we use their grooming, training, and our pups go to the Banfield attached to it. Overall fantastic services all around but the store itself is always organized and clean. The staff is always on top of it. Corporate businesses usually aren't the best in my experience but the staff here really makes this place feel like a local spot that me and my pups always feel welcome in! read more

PetSmart - Doggies wearing harnesses from pet smart! - Pet Stores Near Me - El Cajon, California

Went in today to grab a couple of fishes & the lady with glasses & black hair that helped us get the fishes was rude for no reason. I had asked her a question about a promotion they had & she came at us rude when answering even tho we were very nice to her. read more

3.5 Even though I will never bring my fur babies to get a grooming here, I still drop by here to pick up Prescription Dog food and essentials for them. They have a decent supply of items here and I can rely on them to have what I need. read more

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Really disappointed with some of the customer service in this store. I haven't done any reviews for a while, but I feel the need to do it today. I share good ones also but share the disappointing ones when it's a problem. The lady that walks around with a service dog does not seem to like her job. She has been rude to me in the past and was again today. She has been condescending and gets rude quickly. I wasn't asking for any special favors, just trying to get some information/questions answered. It's a shame because several others in that store are very friendly. Especially the guys working the registers. She seems like she doesn't like people, and I know many of us love animals so I get that people can be a lot. I have worked customer service all my life, it's not easy but if you don't like anyone maybe you should work on that. I am thinking about using another location. read more

I brought my dog here for overnight I got stuck out of the country 3 extra days called and extended my dog. I checked on him everyday and all of the folks said he was great and he is great boy overactive as big puppy. He jumps so the staff said he was great no issues but he likes to jump but really is great dog. I said great in the day I'm in route to come get my dog ask if he can be washed and added to my total at pickup. the young lady says sure go checks and then comes back and says let's schedule him. Someone whisper to her where I can hear it tell them no appointments are available. She says no appointments available. I said all the appointments went away. She then came back to the phone and says he cannot be washed because we don't have a male to take him. Then after I question her she says no it's his behavior. I question and say you just told he he was great but jumping a little but a great boy. Each day I got the same report. I asked if there were any issues. No he is great! I then ask for the manager who then proceeds to tell me he cannot because he is aggressive. Then she says he is biting and jumping aggressively only to me and I did not tell her that. I said so each day he has been doing this? She said no this morning only with me it's new behavior. I then ask so he cannot be washed and she no because of his behavior plus we don't have someone for his weight class. I say that's funny his regular groomers we go to each month at petsmart have never mentioned this or any behavior you are for a year and more since I have had my boy. I have let me him stay and get groomed and no one has ever reported this or told me he cannot because you don't have someone for his weight class. I clearly told the so called manager Lindsey the liar who said this and that he was extended over and over and I said I extended him once. I asked are you familiar with my dog or you just are making fabrications because you think i am the type of person that has not been checking or that I'm leaving my dog with because I am not caring for my pet. I told her I paid you to watch my pet and from pictures and reports he was good but I ask for him to be washed now he is aggressive, biting, and cannot be washed because you have no one with that weight class to handle him. They have not heard the last of me and this will not stand shame on them. I have always used and praised every Petsmart for all my pets 865 Jackson Street is horrible and terrible for pet care and customer service. terrible read more

This Petsmart sold us sick fishes and when added to our fish tank they spread their sickness and killed our whole fish tank when we went back to exchange ones we had a receipt for, we were 3 days out of the "return" window the manager named A.C was so rude and kept saying it's 14 days only he mad zero exceptions and kept saying the return policy was on the receipt and it clearly wasn't! Coming from an experienced manager in retail for over 20 years, you can always make an exception and he demonstrated a stubborn higher up and lost of my business! Needless to say we are taking about 5 fishes we wanted to exchange not even all the fish they killed!!!! Terrible job AC!!!! read more

Customer service has certainly changed over the past couple years for the worst at this location. I will not recommend the grooming services as they do not treat your pets well - read more

Staff here were so friendly & kept asking me if I needed help. Love that. They gave me helpful info about cat grass, which I ended up getting for my dogs who can't seem to get enough of eating grass on our walks. Lol. Plus, I love how you can play games on the Petsmart app to earn coupons & discounts. So cool. Makes everything you get here a pretty good deal. They will apply the discounts for you at checkout- just show your app. 2 of my favorite product lines they sell here is the Sassy Woof collection of harnesses which have the most adorable prints (AND FRONT LEASH CLIP) & of course, the pawsome Harry Potter line of toys & clothes! read more

PetSmart - Real Slim Sadie Dog needs everything in this display!! - Pet Stores Near Me - El Cajon, California

Was scheduled for a grooming and arrived at 10 minutes past appointment time and then stood in line for 4 minutes to only be told that I was PAST the 10 minute grace window. Really??? Will be looking to go elsewhere. read more

Booked a grooming appointment here for my dog and also brought a copy of his rabies vaccination but they wouldn't accept it because it's hand written? That is the stupidest thing I've ever heard. People could easily photoshop a fake proof of rabies vaccination. It was a carbon copy of the original which was handwritten on by the vet. My vet (different than the one who administered the vaccines) accepted it so why can't PetSmart? What a waste of my time driving all the way out here. Go to the Point Loma location, they accepted this exact same proof of vaccination for my other dog as I go to the same vet for both dogs. Avoid this location! read more

PetSmart - Apparently PetSmart wouldn't accept this proof of rabies vaccination. - Pet Stores Near Me - El Cajon, California

Forgot about this gem in El Cajon, but was happy that they answered their phones!!!!! And after a few minutes someone came and helped us purchase a larger tank for our fishes and everyone was happy. read more

Was told to wait by a female with red hair maybe 20 years old to see if someone could trim my dogs nails. It's a walk in service, She never came back out. I waited for 10 minutes in front of 2 other employees plus a blonde hair female manager who had nothing to do but gossip/complaining about her hourly pay. Will not return and sure they won't care read more

This is the last time I shop at this store. Yes, I know we are in the middle of a pandemic, but sheesh! I ordered 10 of each of the cans of food, except for one, where I ordered 9 because they did not have 10. How hard can this be?!? You do not even need to take your shoes off to count to 10! As you can see in the photo, there are 7 of one, 12 of another, and all the rest there are 10. EXCEPT, one of them has a can that is blown up like a balloon, a clear sign of botulism. I cannot believe an employee of PetSmart would actually think giving someone a can of food full of deadly toxins was a good plan! BTW - I am leaving this complaint here, because the last order, which was also a mess, I complained to their corporate office and was completely ignored. read more

PetSmart - There should be 10 of each! - Pet Stores Near Me - El Cajon, California

TERRIBLE customer service! Purchased dog food there and came home to find it infested with bugs! When I took the food back... I asked for a discount since the food that was purchased they did not have in stock. I purchased two smaller bags, two pounds less , of the same dog food for $5 more. The manager, AC, denied the discount and simply walked away. His customer service was terrible and did not try to rectify the situation and inconvenience. read more

I would give a 0 star but there is no option. This is the second time they do this. We always ask for a trim and just to cut around the face because when he eats and drinks his beard gets dirty. They shaved his whole body and didn't even touch his face which is not what we asked for. Anytime I give him a bath at home he is so calm when I cut around his face, but apparently when they try to cut around his face he doesn't let them. If they are not able to cut a dogs face I think they will go out of business. My dog lemo is all fur so when they shave him he becomes skin and bones. The first time we were upset but didn't say anything because we thought that we didn't explain to her what we wanted, but this time my mom clearly said no body only cut face but she shaved his body and didn't touch his face. I will not be coming here again. read more

PetSmart - This is him with the shave, he looks like a new person - Pet Stores Near Me - El Cajon, California

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Even one star is too much for this location!! I booked appointment at 5 pm and at 3 pm I received a phone call that we rescheduled to 4 pm I said I will be late little bit they told me that's okay I arrived at 4:18 and told me we only have15 minutes limit to wait and told me sorry we can't take you, even I have 3 kids with me they were very excited about it and they all started crying they ruined there happiness. read more

I waited 15 minutes for someone to help me and pass the invoice for me to pick up my dog at the groomers, finally I asked a cashier to help me have a groomer assist me. Then to find out the groomer cut my dog's ears and they are bleeding. I cant believe this happened. Unfortunately, I will not be coming back here. read more

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Let's start by saying if 0 stars was an option that's what I'd give this location .... Normally I go to the Murphy canyon location for grooming needs however this one was the only location with availability and I see why!! Took my 6month old Frenchie to get groomed today when I picked him up ( 25 mins after I dropped him off ) he was still wet !! Did smell like they brushed his teeth his nails were unevenly cut . Even during Check in the girl who text me in was very awkward I did not get her name she had a short haircut with tattoos and piercings on her face read more

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Manager is very rude when talking to customers. I'm not sure how they let him be manager with such attitude. Not going to this store anymore the santee one is better. read more

We took our dogs to get groomed, we get them back and on the top of my dogs nose there is a piece of skin missing, my larger dog got damn near a bald spot from his shave, absolutely ridiculous, we spend over 140 bucks for our furry kids to get tortured. Do not recommend this place at all. read more

PetSmart - Pet Stores Near Me - El Cajon, California

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I usually order my prescription pet food through an online pet pharmacy, but my shipment was delayed. With two very hungry cats at home, I was frantically trying to find somewhere I could pick their food up locally. I went to PetSmart in El Cajon, and even though the store was super busy, I got great customer service. Ken was kind, attentive and really helped me out. He made sure I was able to get what I needed, which was a huge relief. The staff at checkout were friendly and kind. I rarely go to PetSmart because it's a bit of a drive from my house, but I'll definitely be back! read more

I booked a grooming appointment and realized that we accidentally went to the wrong location. I called to see if they could still get in and that we were 12 minutes away and the groomer, Irene, said "yes you can, I'll rebook you." I received a confirmation text and arrived 12 minutes later to be told "sorry, we got a walk in and can't see you". Very, very frustrating that this could not have been handled over the phone. read more

Our lil buddy Keeper just finished doing a trainingclass. It was very easy to find out info, call, set up the classes and do them with Amanda, the trainer. We plan to do more classes to be a service dog. Been wanting to do this for so long. He's going to be 14 yo in July but figure better late than never! I have found that every time I walk in the doors, one of the staff members call out a greeting, and there is always someone available for help and or questions for products or services. This is a good thing. (It's so frustrating being in a store with no available help.) After Keeper's second class, I realized he needed his nails clipped. So glad it was easy to do without having to make an appointment. I opted for them to do the grinder so there wouldn't be any sharp snaggy edges and they could get them shorter with precision. And they did an excellent job for a reasonable price. The staff has been very good with greeting, handling and working with Keeper. I'm glad to know Petsmart is nearby for our lil' Keeper's needs. read more

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The most unorganized dirtiest store and location I've ever been to. I made attempts to contact employees here to adopt an animal. They looked at me like I was a computer or a stupid human. Lol yo should make an appointment he's says while walking away the says I got things to do very rude, very disrespectful and I sure the hell wouldn't take a pet here. read more

Maxabillion is a Brussels Griffon. A tricky cut with the perfect beard. Kat nailed it. My dog came back looking fantastic.

Feeling frustrated after being turned away for our grooming appointment this morning. I have a senior dog, and the last time we were here they called me to inform me that they needed to express cut him because of his anxiety when placed in the kennel. When I booked his new appointment online, I added a note about the need for the express cut. Once I arrived for my appointment, I was told that they saw the note but they can't do an express cut booked online - that I needed to call to set that up. Okay, but if you saw the note, why not give me a call ahead of time to tell me that instead of making me get up and come in for the 8am appointment that you can't give me? read more

Well now...understanding during Covid goes just so far. This location has repeatedly shown a profound incompetence and unwillingness to accept any responsibility when it is evident that they are clearly in the wrong. On numerous occasions we have taken our dog Buddy into this PetSmart for one of the highest priced grooming services offered and have consistently been dissatisfied in the final results. Did we mention it to Management? YES. And each time their excuses only overshadowed their inability to accept responsibility. At least three times, my wife and I left swearing to never return but after much patience and sensitivity we returned. NO MORE. On Monday I spoke with someone to schedule a top dog and let the person know Buddy would be getting his annual shot requiements on Thursday. She informed me that 48 hours would need to pass beforehand and wanted to make the reservation for Saturday and I opted for Sunday. That would be today....when I arrived, early mind you, they could not find any record of my appointment. Absolutely incredible. After letting the groomer know how dissatisfied we were after numerous times and told her to forget it her initial response was "ok". WOW. Once again not even an apology but an attitude that shouted 'not our fault that YOU made the mistake.' The only mistake I made was to return to this poor excuse for what should be a service oriented corporate facility with higher standards. SHOPPERS BEWARE. if they treat their guests like this I shudder to see how they treat their loving pets! Signed a 10 year customer no more! read more

Another successful trip to Petsmart. Got all the necessities for life for one cat and one bearded dragon. This store is well organized and big. The staff is very friendly and the prices are reasonable compared to other smaller pet stores. We picked up a 40 lbs. of pine cat litter for $18.00. Super worms for the bearded dragon and medicated cat food. This is truly a one stop pet store. read more

PetSmart - Pet Stores Near Me - El Cajon, California

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Do not waste your time at this Petsmart. I received terrible customer service in the grooming department. I was told my dog was too anxious for a nail trim. I got the impression the groomer kid was not in the mood to work at all. He stared at my phone for five minutes trying to confirm the rabies vaccine. If you smoke too much weed to groom dogs then you smoke too much weed. I took my dog to another groomer with good reviews and we were in and out in 10 minutes. read more

5 stars for dog care. 1 star for cat care 3 star overall. ( reasonings below) Our household was divided on writing this review because we experience two polar opposites of care for our fur babies. Our dog Roxie was taken care of beautifully at the PetSmart hotel in el Cajon, lots of play time and she was groomed before coming home and overall our baby was very happy at pick up. The staff also had a lot to say about how good of a girl she was. . We are very pleased with the overall care for her and would recommend any dog owner to house their dog there if they are going away for a weekend or so. We would recommend the opposite for cat owners. At the time of pick up he smelled, his liter box was full/ had not been cleaned out at all for his whole stay. Reasoning for this was (I was told by a staff member )that they had a hard time interacting with Felix since he frightened them so they were scared to open his cage...now I understand some people are not cat people however if you are going to house cats and dogs you should have some staff that are trained to work with cats especially since we paid for him to have interaction time 15 minutes X2 daily, some playtime before bed, pictures ( for us to keep which we did not get at pick up time) and a story read (since he had never slept alone since I got him at 6 months old) and to have his liter cleaned. We paid for extra specials that were not executed due to him not coming as welcoming and friendly towards them...overall disappointed on the cat care. At the end of the day if you have dogs especially active pups who love socialization then bring them here 10/10 if you have a cat 1/10 I would take them somewhere else or roll the dice with rover instead. read more