I have been dropping my pup at their day-camps for over two years until I realized they were just locking him up in a room and not letting him play. At the end of every visit they give something called pawgress report in which they lie to their best. They kept telling me how awesome he was and how much playing he did. On elf the days I went early to pick my pup and also watch him play, then i realized he was being locked up in a tiny room and hadn't played at all. After asking the staff their , they said this is how he is every time he comes, which they never bothered to tell me or write in their stupid report. Im never going back to them read more

All dog owners know when something isn't right with their dog-whether the dog is happy or sad. Red flag #1: Yesterday, I picked up my dog from Doggie Day Camp/Pet Hotel where she had stayed for 3 days. They reported that she was "snippy" with the other dogs and had to be kept in isolation for the third day. We asked questions about the situation, but the employee wasn't able to help and said call tomorrow. Red flag #2: Meanwhile, on the ride home, we noticed our dog was uncharacteristically quiet and lethargic AND incessantly licking her front leg. We get home and find a gash in her leg. Red flag #3: We took pictures of the wound and brought them to the store the next day and spoke to someone supposedly in charge. All they kept doing was describing our dog as "snippy", "nervous" and "overwhelmed" with the other dogs. They also insulted us by continually asking if it was our dog's first time there even though we told them she underwent puppy training there and has stayed there a number of times since 2013. About the cut on her leg. They made up a story about how cuts like that can appear on dogs at any time. Their logic was that this fresh wound somehow happened to our dog before we dropped her off 3 days prior. I think you get the point: Major cover up to protect another dog, one of their employees, or both. Needless to say we won't set foot in Petsmart again. Our dog was traumatized and still isn't the same. We may be taking her to the vet if she doesn't get better soon. read more

I went here for many years and was always happy and so was my dog. Then the cuts started to go downhill fast. On paper I was seeing the same groomer but I have doubts. Also I go in the morning and always wait about 20-30 min for the groomers to stroll into work. Then get settled then check me in. What happened to this place you had a good grooming department. I stopped going here but still get calls about training sessions. Now I know why the cuts went downhill I was paying for an experienced groomer but in reality was getting a student. This would have been fine if they shared this information and gave a discount on the price not have you pay extra for an experienced groomer. read more

I have been bringing my new 6 month year old Chihuahua puppy to Doggie Day Camp at the Framingham store. I have found PetSmart to do a terrific job with Doggie Day camp. I drop off my puppy around 7am in the morning and my husband picks her up after work. The staff is so friendly and knowledgable and I am very happy and feel secure that my puppy will be taken care of while I am at work. At the beginning my dog was scared however I called several times a day and each time the phone was answered I did not get any grief from calling so much to check in her. I wish they had live video so I can could check her while I was at work via the internet. I also LOVE the report cards that I get every day. My husband and I are VERY happy we found a great place to bring our puppy with such great staff. Keep up the good work!!! Thanks!! read more

They tell you that if u r unsatisfied with the service they will refund you. I had a bad experience bringing my dog to the groomers once..was told by one manager i would get the next free come bak...so i did... and that manager wasn't there another one was by the name of Jason. Infront of customers he told me he would refund me but not to go back. this is not the place to bring my dog if im unsatisfied. i was in shock of what he said to me. called corporate and complained because it was embarrasing..and they never did anything. Think twice before comming here its a bit ridicoulous. read more

Took our Samoyed to them to get him groomed. (His first time being professionally groomed.) They called and said they couldn't get the tangles out of some of his neck and could only shave it out - and asked if I agreed. Stupidly, I said yes. Came in to find him completely without his mane. The best and fluffiest fur, shaved to the skin. Looks like a nightmare - huge fluffy head floating on a pencil neck. Yes, I agreed to it, but at no point did they say "Look, if we do this, he's going to look horrible. Are you really, really sure?" My wife said she's been working on those tangles and getting them out. Slow work, but she was making progress. She wasn't there when they called... I can't outright fault them, since they did ask. But I brought in a beautiful dog, and got back one that looks like it's had major surgery. read more

Petsmart has everything for any animal - quite the store. I get a little weirded-out when pet stores sell animals though. I've always gotten our cats/dogs from a shelter. Though their cats say they're from a shelter, it problably shouldn't, but it makes me feel weird. The other problem is, my wife always wants to bring another cat home. read more

Convenience is really the only reason to visit this store, the staff is apathetic, the trainers are poorly educated, the aisles are wide which is helpful since most of the patrons have no control of their pets, but their selection is good, especially if you different types of pets. If you need a crate or another non perishable its a handy place to visit but the foods they carry are mediocre at best. ordinarily I am all for stores that partner with rescues to place animals but this location could not have found a worse rescue than Broken Tail Rescue. The cats are constantly being removed for one infectious disease or another and the volunteers are clueless. My advice, find a local breeder for rodents and avoid the Broken Tail cats altogether, there are far more reputable rescues to adopt from that won't make your own pets sick read more

The Framingham grooming salon service is poor. They are unprofessional and the customer service is lacking. When I attempt to make an appointment, I was told to call back to speak with the grooming manager. She informed me there was a problem the last time he was groomed, yet no mention of any problem when I picked him up. Kay Helberg, the grooming manager, agreed they didn't mention a problem and then became quite rude when I asked what the problem was. She tried blaming the new district manager (of course, she couldn't say who that was) and then the store manager. So, after three years of having my rescue dog groomed at PetSmart, we were told that they would not longer groom him. Very poor don't bring your dog here--especially if you have a rescue dog. The good reviews are probably from store employees. read more

The grooming service we received in the Framingham location today was poor. The groomers were dishonest and unprofessional. An appointment was made in advance and we arrived on time only for my dog to be put in a kennel and at that time we were informed to come back in about three and half hours. Someone from Pet Smart grooming service would call to inform us the dog is ready to be pick-up. We left the dog for an hour and a half. Since it would take longer than expected we called and informed the grooming service that we would need to pick up our dog earlier. Upon arrival we checked out our dog and noticed it was only wet around the collar and near the tail of the dog. No other place on the dog was wet or damp. We asked several times did she get a bath. The groomers wanted to insist that they cleaned and bathe my dog; however, after carefully examining my dog it was obvious that the dog did not get a bath. Also, during the exam we noticed that they clipped our dogs nails way beyond the nail bend. Which any professional groomer should know; NOT to do.! The pet groomers knew that they didn't honor their service. However; they still handed us a bill for service; which was never done - to be paid in full!. I would not recommend this location for grooming service on the weekend. -Dani read more

Great location, large store with a lot variety in products and pets... Also has fun windows to watch doggy camp. Pleasant staff. The place is full service and a nice location... I've been to many different ones and this is one of the better ones. read more

Avoid at all Cost! They refused to groom my dog because we were ten minutes late to the appointment on a weekday morning. That's what they said first. Then they said he was too matted that it will take them five hours to groom him and they didn't have the time. He is an average wheaten terrier with the average matting. Petsmart overbook themselves routinely and have to turn away dogs. How horrible! I am never going back. read more

I booked my dog for doggy day camp. When I made his reservation at the call center never told me he could not go there if he had any stitches. They did a fantastic job upselling the dog treats for $4 extra though. Upon arrival this morning they told me my dog could not go to day camp. I pointed out that the reason being was never conveyed to me and that this is a huge inconvenience as I was due at work and live a half hour in the opposite direction. Excellent customer service. Tara walked me over to the vet area, explained my situation to the vet (Suzette ?) and they came up with a game plan. They aplogized for the mis communication. Took my dog, assured me he would be taken care of, walked etc. and if the stitches came out they would get him over for daycame. What could've been a stressful situation was quickly diffused. read more

I absolutely LOVE this store. With 2 dogs 3 cats and 2 hamsters they have everything I could possibly need there. The staff is very friendly and helpful and I've never ever had an issue here and I'm there more than 10 times in a month. I love the grooming for my dogs nails. They always take us right away and do a great job and we even use the Banfield Pet Hospital in this location. LOVE LOVE them! read more

I watched one of their employees cleaning out one of the mouse cages; he didn't know I was there. He picked up their little house, with several panicking mice clinging to it, and SLAMMED it against the side of the cage, flinging the poor mice to the ground. I was shocked and disturbed....he obviously did not care if he frightened or hurt them. Yes, some of them will probably wind up as feeder mice, but that is NO reason to treat them as if their pain doesn't matter. Truly awful and disappointing to witness animal cruelty at a place that claims to care so much for these creatures. read more

I actually prefer this pet store over petco and some local stores that run high in price. I think they have great sales and a wide selection. The store is always bright, clean, and smells good. The staff is nice too, AND they have cats for adoption through Broken Tail Rescue which i fully support. Its down fall is that some of the staff even though friendly, is just plain unqualified to be selling the animals they have there. I went to get a guinea pig and the girl was scared to pick it up. after 5 min of me painfully watching her squirm and it run around the cage, she called a manager who never came over to help. I reached in and got the poor thing my self. It was very sweet, but she couldnt answer any questions about how old it was, what it eats, whether it could go in a cage with my other pig, ETC. she was pretty much useless. I went over to pet world and got an excellent pet there instead. They were more than informative. read more

We have been bringing our dog here for a few years and have no complaints whatsoever. He is always happy to go in, which is a good sign, and always happy and healthy when we pick him up. I only wish they had a spot for outdoor play time. But the staff that supervises the play time is dutiful and vigilant and very dog-friendly. read more

This review is for the entire store, but especially the grooming salon. There were 2 particular groomers that our pup liked...Riley and Christine. My dog is a huge drama queen, but barked and whined a lot less with these two ladies. EVERYONE in the grooming salon was good, though . read more

The grooming dep. deserves a milion stars, Gabby has been grooming my puppy (Becky) since she was 2 months, she already knows she'scoming when she sees us through the doors. Becky comes out smelling wonderful even though she gets dirty at home, but Gabby knows what she's doing , she's relly nice, does a great job, and I trust her with Becky. (Give her a raise). Keep up the good work. read more

We brought our puppy Felix here for the first time we had left him. I was very nervous but called everyday and they let me know he was fine. Felix is just a baby and he came out happy and tired. Couldn't ask for much more. read more

I would like to express my frustration with the experience that I had today with the grooming service in the PetSmart store 1582 in Framingham MA on 1 Worcester Road. I have a Standard poodle 18 month old The service cost was $140.(!!!!!!!!!!!!!!!!) It includes: Premium Groom-Poodle Standard $74; Brush/Demat/Scissor/ 30 min $14. Brush/Demat/Scissor/ 1 hr $28 Aromatherapy Package with NailGrind $24 I am attaching to you the photos of my dog before and after grooming. As you can see they just shaved him and cut his nails a little. They even did not clean his ears and I had to come to the store for the third time for cleaning of his ears. They cleaned one ear after my request, but to clean second ear I have to go to the nurse tomorrow because they could not do that by themselves. I talked to the manager because I was trying to understand what was included in this brushing (!) because there are no hair at all to brush and did not get the answer. What was included in Premium Groom-Poodle Standard for $74??????????????? I did not get an answer also. My other question is: what does the aromatherapy package include? (massage, polish cover.....????) Because I am 70 years old I got discount 10%. Thanks for that. But I still want to know why they charge me so much money and did not give me the list of procedures that were done to my dog except brushing 2 times completely shaved dog. I think that they overcharged me significantly. P.S I brushed him twice every week by myself except last week because we were out . I did not brushed him every day as a groomer wanted me to do and I never read that dog must be brushed every day. read more

I have a sweet 1.5 year coonhound who has passed training upto adult dog 1 and passes her Canine good citizen test and has never ever had any issues with other dogs. She is a submissive dog who has never barked at another dog. My fiancé and I take her here and to a local petcare place. Every time we drop her off she fights us like she doesn't want to go, lays belly up and whimpers. We had a issue the other week that she was acting out and put in time out. They put her in with big dogs after we told them it to because she was scared because she was attacked by another dog. They continued not listening to us. Today my fiancé went to pick her up and witnessed them squirting her in the face for play bowing and playing with another dog. Since we also have been taking our dog there she has gotten kennel cough, and because of the hard concrete on the play floors on the back her paws have been shredded and we have to apply balm daily. They have no clue what they are doing in there. I would never bring her back they clearly have a untrained uncaring staff. read more

If I had to give stars for the actual grooming I would give 4-5 stars. However, they just cancelled on me for the 3rd time in a year and their customer service is poor. Each time they cancel it is with less than 24 hour notice and with excuses like today's "we had a glitch in our computer system." I understand that things like this happen, so when they do, they should have some kind of back up plan to accommodate their customers. For example, "we're so sorry for the inconvenience. We will offer you a free X or x % off your next appointment." Or, "we can put you on our wait list and call you in case something opens up before the next available appointment." I can't continue to rearrange my schedule due to their cancellations so we are going elsewhere from now on. read more

I made an appointment for my mother's dog to be groomed at 8am on a Friday. We were called at 7:30am to be told the groomer was out sick. PetSmart made sure we were satisfied booking our appointment at another time that was satisfactory to us. They went above and beyond making sure it was handled properly. When we arrived on the day of the appointment we had Michelle L. She was FANTASTIC!!! My mothers dog is a yorkie mix (mutt) and she took special care to be sure the dog was groomed properly. The little mutt has never looked so good. My 89 year old mother was extremely pleased with the care, time and results. read more

On Christmas Eve, five hours before my flight to see my family who live in Illinois, I went to drop off my puppy who has had a reservation at the PerSmart Pet Motel for over a month and was told she could not stay there. They had all of the same information then that they had when I made the reservation, and last month said she was okay and when I went to board her said she couldn't stay. Due to it being Christmas Eve I was not able to find another kennel nor was my puppy allowed to fly with me so due to the flaky, unprofessional employees who work there I had to spend Christmas without my family who I only see once a year, during Christmas, and could not get my plane ticket reimbursed. I would never recommend this kennel to anyone nor will I ever come back or return to the PetSmart in general. read more

The grooming staff are awful. I have only brought my dog here for nail clipping but I won't be doing that anymore. The have over changed me EVERY time. On my past visit I asked to speak to the manager. He told me I was wrong. But I had taken a picture of the price list posted in the grooming area. So he checked it out apologized that his staff don't know and kinda made it seem like it was their fault. Interesting since he didn't know the price either. I told him we had been over charged the past 4 times. (They can see our visits in the computer to verify this) He just shock his head and then proceeded to make us, and the people behind us, wait while he tried to figure out how to charge us correctly. At this point why not just say "hey I'm really sorry for the mix up, and since you have been overcharged on all of your visits, today is on me" but nope we had to wait while he fooled with the computer. Mind you this was a $6 charge. We're not talking big money. It is the principle of it. We won't be back and that's a big loss for them since we have two dogs under 6 months and this is the closest pet store to our house. read more

I took our cat in for an exam to renew her prescription for her special food. She's been diabetic for over 3 years and we had just moved to the area and needed to refill her food. We had copies of her entire vet file from our previous vet who she had seen since we first got her at 8 weeks old and this cat has an extensive medical history. We have always taken very good care of her and are proud of how happy and healthy she is given all of her previous problems. She is only 4.5 years old and has had a rough life, medically. The vet techs were very nice but the vet we saw treated me like I had no knowledge of our cat's condition, criticized her insulin/food combination, tried to tell me that she could be in kidney failure and we needed to do almost $400 of blood work and urine tests before he would let us buy her food. This is the same cat that they had just told me looked to be in great health, shiny soft coat, excellent weight, alert, active, perfect teeth and in really great shape. Now you're trying to tell me she's suddenly in kidney failure? She's been on this food/insulin combo for 3+years and has been in FANTASTIC health ever since we got her sugars regulated and settled on this combo. He wouldn't even talk to me directly but as soon as I told him I didn't want to do ALL of those tests, he left the room and sent the tech in to tell me that he wasn't giving my diabetic cat her food until we dropped this money on them. I wasn't even yelling or anything, I was perfectly calm and told her that no, I would not pay for these unnecessary tests. I would pay for a fructosamine because she was due for her annual test but I wasn't going to pay the additional $250 on the extra tests because SHE DID NOT NEED IT. The tech, who once again....was very nice and rudely caught in a situation that she did not have to be in, had to keep leaving the room to consult with the vet because for some reason he refused to talk to me in person. Wtf? Ridiculous and unprofessional. He finally relented and let us buy the food JUST THIS ONCE because the only other option (after I flatly refused to pay the extra money for the ridiculously unnecessary tests) was ketoacidosis from feeding her regular, carb-heavy food or insulin shock from no food at all. I am never going back there again. Who blackmails a pet owner like that? I'd understand if I was some dolt with 0 knowledge of pet medical problems but I am VERY versed in diabetes mellitus from going through the huge ordeal of figuring out what was causing our kitten to be so sick and finally discovering it was diabetes and then the whole process of getting her glucose under control and regulated. He tried to chastise me about how we should be doing frucotsamines and glucose testing frequently and wouldn't even listen when I tried to explain to him that WE DID THAT but after 2 years of samesamesamesame our vet concluded that she is a full-on diabetic cat, this is not temporary (which is possible in cats), and to just do fructosamines once every 12-18months to make sure the insulin is working like it should be. He didn't even look through the vet file I brought with me!! I was so insulted and frustrated. They just want your money and have very little concern for your pets' health. read more

I own and volunteer for pitbull rescue, I will not shop or have any services done by petsmart, nor do I refer clients or foster homes to petsmart. They will gladly groom and allow you to shop there and gladly take your money for their overpriced made in China products, but at the hotel your pitbull will be segregated from others. In Massachusetts Governor Duval Patrick did sign a law in 2012 " no breed deemed dangerous" if and when you run a buisness in Massachusetts, you are to obide by these rules..pitbulls are not banned here and the uneducated simpletons that run the hotel at minimum wage have no answers to any questions nor any dog behavior knowledge. A dog must be screened before refused, at least humor me and make pretend, here they tell you flat out, all pitbulls segregated. Unfortunately I have seen many pitbulls and or pitbull mixes among the 20×20 over crowded understaffed room and when I pointed this out I was told they were not pitbulls. HELLOOOOO? ??? I have owned 3 and rescued and placed hundreds, I am very familiar with the appearance of the breed.. read more

I started bringing my dog to the day care at the framingham store in January of 2012. At first it was amazing, Tara, the manager, made me feel comfortable leaving my new puppy and he got tons of love an attention from the staff. About a year ago they had a bit of staff change over and i had to stop bringing my dog for camp of a regular basis because of this. There is one person in particular that is HORRIBLE at her job. I do not know her name but she has big dark hair and huge gauge ear rings. 3 times in a row she brought out the wrong dog at pick up. She has ZERO sense of urgency and could not care less about making people stand there and wait for 10 minutes. My final straw and the reason that I will no longer be going there is after my 10 minute wait this morning, she would not allow my dog to stay because she did not add the updated vaccines last time i brought him there and therefore could not verify it until after 9 when my vet opens. With no offer the try to resolve the situation other than you can try later if you want. I am done. I understand you are a retail employee but come on lady. read more

After reading the other reviews I felt that I had no choice but to post my own positive review to counteract them. We bring our two labs here somewhat regularly when we have to travel and Tara and the rest of the staff at the Pets Hotel know us and our dogs very well and deliver a high level of service, both to us and our dogs. The salon has been hit or miss in the past 4 years or so but have only been positive recently. Reports from the salon have been that our black lab is a joy to work on and loves the hair dryer, and both of our dogs smell very nice and have very shiny fur when we pick them up. There was a miscommunication about feeding one time when our itinerary changed in the middle of our dogs' stay (my reason for giving a 4 star review) and even then Jason, the GM, was very willing to interact with us and set our minds at ease. We will continue bringing our dogs here and they enjoy going every time. read more

Not sure why there are so many negative reviews. But as with any business or service, there are always both positive and negative experiences. I guess it just seems that people are more apt to leave a negative review just so they can complain. I, for one, have had great experiences at the Framingham PetSmart. We acquired our Great Dane puppy last August and started bringing him to the in-store vet at Banfield. Nothing but great service and experiences there so far! Additionally, we have been to the in-store groomers 3 times now, and each time he has been handled by Gabby. I think she has done a wonderful job with him each time. I will continue to bring him to the store for both of those services. It's also a fun place to walk him around and expose him to other people and dogs. I have not used the daycare or boarding services there so cannot comment on those, but everything else has been great for us. read more

I bring my dog here for daycamp and he loves it. He's excited when he realizes where we're going and is happy to see the staff. They are very kind to him and have done a wonderful job helping him get acclimated to being in camp. I have also boarded him on a few different occasions and have always been very satisfied. After a bad experience at Best Friends in Sudbury, I wasn't quite sure what to expect. But on the recommendation of friends I met at the dog park, I brought my dog here and I'm happy I did. read more

Perfect? no .. but if my dog is happy when I pick her up, and happy when we walk in ... that's what matters to me. There have been a few times, when the play area .. the atrium in front, is a little crowded. There is a second room for smaller dogs, which also allows for moving some dogs over. On occasion, there has been an attendant in the room, that is CLEARLY not comfortable being in the room. I've heard yelling more than once, but then again ... it's a room full of dogs. Walking around, and over to the dogs .... versus yelling from the corner might be more effective. Of course I've never been in that situation either. My 18 minutes at check in is only a blip in that person's shift. Granted, they don't go outside. So for some dogs relieving themselves will be an issue, They do state on the check out 'report card' that your pet may need to go, as soon as they are outside. For me, my dog is the final say in the matter. If she's happy when I pick her up, then that's what matters to me. read more

I brought my 4 month old puppy for his first grooming at the Framingham store. The place was clean and looked professional. The little guy is timid and scared of everything so I was nervous but when I picked him up not only did he look great but he seemed very comfortable with his groomer. The prices are reasonable. I will definitely bring him back. read more