Terrible communication and management. Coley likes to call customers names. Completely inappropriate for a "manager"

I LOVE Lauren! She is one of their AWESOME employees who my partner and I buy fish from often. She's always so sweet and friendly, and very knowledgeable on the animals. She's quick to provide us help, and she also makes sure we are taken care of if she's with another customer. She's one of their star employees, and I look for her every time I visit this location. As for the location itself, it's pretty decent but has looked a tad bare lately. I think the weather has made it difficult to get live animals in as it's been super cold lately, but typically they have a pretty good stock of things. I wish they would change the lighting in the building. It's a tad eerie, lol. read more

I brought two cat collars back to exchange for store credit, but I did not have my receipt so they would not accept them. I am not saying that I won't shop here again, but there are plenty of places that are closer to my house that I can by from that have better return policies. read more

Grooming is horrible with communication! Groomer ASKED me to get there by 10:30. I was there by 10:31 (10:30 but waited until the dog and costumer before me exited before walking into the door) and they cancelled. It was my mistake by messing up the time for appointment, but they were wrong for telling me as long as I got there by 10:30 they would still take my dog. I would've rather them cancel my appointment vs wasting my time rushing to get my dog there. Petty and unprofessional . You can get a cheaper and better grooming experience using your local vet. I only used petsmart when I was in a crunch on time, but they aren't worth your money ! Never returning. 0 stars if I could. read more

This was our second visit to this location and yet again I was very happy with the level of service, professionalism, and the quality of the cut. Highly recommend PetSmart in Hoover! read more

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I have been trying to get my 7th month old goldendoodle groomed for several months. All they will do are puppy cuts, I told them I wanted a full groom this time, NO PUPPY CUT! Well they look at his ears and say they are too matted,(I brush him almost everyday) and I needed to take him to a vet to have his ears done then come back for his groom! Yall are the ones who keep saying he is good with puppy cut, but now he is not ok for a full groom because of his ears! But yall are the only ones who has been doing his grooming, sounds like your employees do not know what they are doing! read more

NOT A SAFE STORE I had Issues with Covid-19 precautions with cashier. I'm a nurse who works In a hospital, I work around patients who are being treated for cancer and have weak immune systems. The cashier at this store was not wearing her mask appropriately.. Her Statement "I cannot breath well with my mask on" frankly shocked me.. I will not shop here any more.. If your employees have issues protecting their customers from Covid-19 then they need to be educated.. read more

my Dog biscuit got a horrible hair cut at a horrible place and people they hired anyone ewww & he got cut all over his body this crazy 100% unprofessional!!!!!!!!! read more

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I read several bad reviews of the PetSmart Hoover location, and I was a little nervous walking in. But, I was definitely surprised by the care and service provided at this location! Our groomer was Anna-lee, and she treated our pup like her own from the first moment! She made sure to listen to everything I wanted for his session. Not only did she do a great job, but she also asked about our reason for the visit. When she found out about the pictures we were taking, she sent us home with a complimentary bow tie and plaid bandana. We were floored after past grooming experiences! My only complaint would be the wait time and the price. If there wasn't a special, we would have paid $50 for just a trim and bath. And, even though we had a 7:30 am appointment, it took every bit of 2 hours. I would recommend this place because the service was superb! read more

PetSmart - Right after his trim! - Pet Groomers Near Me - Hoover, Alabama

Petsmart is always very mid in my opinion. Not a ton of options but it has what you need. Fish section looks really sad but I heard they are planning to renovate so that may get better. Bettas selections always look half dead but that's typical for pet stores so eh. I was impressed by the birds care. There was one employee that was working on socializing the conure and they seemed very happy and healthy for a pet store pet. That being said I wouldn't get a pet of any sort from a pet store as they aren't typically well bred and have health problems. read more

Brooke, the store manager, does not offer any level of customer service... if this company had any level of professionalism, it would fire her... she is horrible, and frankly unable to handle the job. read more

Do not buy fish from this location. They haven't cleaned tanks in weeks. I asked an associate about it and she said "we're in the process of upgrading tanks". The conditions haven't changed in weeks. read more

PetSmart - Pet Groomers Near Me - Hoover, Alabama

This place has Zero staff. Checkout lines are long and they either don't give a rip or won't hire employees. I don't know but if I can't even checkout you have NO business being IN business. read more

Rude workers and bad customer service. Received sassy remarks when asking about products

Well Anna-Lee did it again the best groomer in Hoover. Anna -Lee is so caring and gentle with Bettye White. If you need a great groomer for your pet please contact Pet Smart in Hoover and ask for Anna - Lee. Thanks for another great cut. read more

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A solid pet chain store in Hoover. I have been to several of their locations and this one is the better one. They have a variety of items for different kinds of animals: birds, gerbils, fish, dogs and cats, etc. Items range from treats/ food to clothing and accessories to bigger items like kennels, containers, beds, etc. The staff is usually very friendly and helpful. They also have a section in the back for grooming your pet if they need a trim and they do it nicely and try to not push a lot of things on you to break the bank. They actually ask you what you are wanting to do so they know exactly how to treat your pet. We will definitely come back based on the service alone. They also have good costumes for your pooch that will make you laugh! read more

Horrible customer service, rude and condescending management as well. This is not the first, second or even third time that I have regretted visiting this location. read more

What I loved about this pet smart is that they had more flavors of the nutro dog bags than any other store that I've been to some places don't even sell nutro so I'm glad I was able to find a place that sells it. I also noticed that they sell nutro in cans as well when I walked in a noticed that one side of the store sells dog food and different items for dogs, and the other side sells stuff for cats read more

Love this Pet Smart. They are an integral part of our Pet rescue and adoption. Program. We are at two locations most weekends with our animals seeking forever homes. Corporate is one of our sponsors and I appreciate them. I needed a carrier to replace one I purchased here 11 years ago. The store was neat and organized. I could see the prices of items and that helped me quickly make a selection and get to the vet. My cashier was sweet and professional. Thank you Pets Smart for all that you do. read more

Always fast and friendly service at this location. I purchased a fish tank and the team here made sure I had all the accessories I needed for set up. They even help load the tank in my car, so they get extra kudos for the assist! I will be back when I start adding additional fixtures and actual fish. Thanks for the the great buying experience! read more

PetSmart - Interior near entrance - Pet Groomers Near Me - Hoover, Alabama

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This particular branch has major roof leak issues. Everytime it rains, they immediately shut the whole store down and turn away angry customers, like myself, due to the leaks. This makes my 3rd time being turned away. The problem has been an ongoing issue for months and for whatever reason, they still have not successfully resolved the situation. Get a grip, Pet Smart, and repair the damn roof properly once and for all! Heck, you might even get to keep repeat customers such as myself. read more

PetSmart - Always a cleaning crew sucking up water off of the floor after it rains at this branch. Fix the friggin roof leak you fools!!! - Pet Groomers Near Me - Hoover, Alabama

We came to adopt a cat. There was someone in front of us adopting and we didn't mind waiting, but we waited 45 minutes right outside the glass watching cats waiting our turn and we were not acknowledged once. Not a "hi how are you" or a "we are just finishing up an adoption, we will be with you soon". It was like we were invisible. You'd think they would want to get the cats homes but I guess not because they don't even have basic customer service skills. read more

I am a first time Pet Smart Hoover shopper. Pet Smart cancelled an online order within an hour of me placing it. When I called to speak to a store manager she said that this was unusual and that the items that I ordered were in stock. She then told me that I would have to call customer support or reorder the items. I expected that, with something like this, it would be the store's responsibility to address the issue and not the customer's. I gave this store a try, but I can't spend 30 minutes on the phone with customer service just to buy dog food. I will continue to do my pet shopping on Amazon. read more

Very disappointed with this store I have a Great Dane puppy and as you can figure they grow fast so we go through harnesses rather quickly, I ordered from the store online for pickup since I'm out of town and due to conveniency, but to my dismay out of the 14 items I had in my cart that were advertised "in stock" I was soon to find out that they had 1 of the 14 items and that was a tennis ball of all things but they didn't have the medium only small tennis balls. Only one item had shown "may not be in stock" and that was a chance plush to help whichever advertised charity at the end of checkout. I'm very fortunate I could do this from the convenience of my friends house and didn't have to scroll through the isles of empty shelves (which I was sent a pic for reference in case I wanted to select a different toy or harness and talk about limited there were only 10 items in frame on hooks the rest was just not stocked) I've been to a pet smart multiple times in my hometown but I've never had so many different items be returned because they weren't in stock. I'm more surprised they manage to make business when they have such limited product. read more

nice selection, staff is friendly as all petsmarts i have visited. Nothing really stands out on this location. If you need blue buffalo dog food they usually have the item in stock. I have yet to walk out of here without what i came for. read more

I went in to this location at 10:06 am to do an exchange the guy was like what's wrong I told him the fish was dead so he told me to wait in the fish area someone would help I was acknowledged by a guy and he explained its only two people working and he haven't put on his shirt yet it's 10:20am I go over he's on the phone and another lady was sweeping the floor it's not busy due to them just opening so I go over and as for a refund the guy I guess the manager comes over and becomes a smart ass saying sorry your not patient so I responded back to tell him no matter under staff or not i shouldn't have to wait when it's not busy as I was leaving he said call complain gave his name and said find somewhere else to shop very unprofessional and sad will never shop there again my visit date was 7/19/20 will never go back again management needs to be addressed read more

MISERABLE - UNPROFESSIONAL- BRAZEN ATTITUDE experience. Been long time customer with regular groomer and on arrival at appt time NICOLE (Salon Mgr - Really ?) told my groomer was sick and could not take my dog. This was done in very unprofessional threatening manner argued in threatening manner ramming door pointing fingers saying " THIS IS MY SALON AND I GET TO CHOOSE WHO TO TAKE " and she chooses which dog to see. Upon call with her supervisor BROOKS (another very unprofessional ) person who clearly showed where the unprofessionalism starts. It fathoms to see how the corporate office does not train these immature imbeciles in customer communication and service and talk tantrums. They dont keep camera on purpose. Such unprofessional Imbeciles. Save a penny take your baby to some better place.. STAY AWAY.. read more

I took my cat to get a physical and nail trim. The vet did not finish examining my cat nor did he finish the nail trim because he said that my cat glared at him and could not finish cutting his nails. My cat only got 1 paw trimmed. Had to take him somewhere else right after. read more

My husband and I took our new puppies here right after we got them for some essentials. They have a massive selection of food, pretty much any kind that you could want. They also have lots of collar and leash options. The staff was very friendly and helpful. They pet our puppies and helped us with any questions we had. Very good experience and will be returning for any future pet needs! read more

My sisters account of her experience here tonight: "We took Izzy to the Petsmart in Hoover tonight to get her nails clipped and I am shocked at what happened. The two women clipping nails asked us to leave the room so that she would be calmer and we agreed. After about two minutes of wandering the store, I had a bad feeling and we went back towards the grooming center. We watched from outside around the corner as the two women roughly handled Izzy. The other dog in the room was practically screaming. I could see that she was uncomfortable so we walked back into the grooming center. They took her off of the table and told us that she was growling and snapping at them (which is ridiculous and obviously a lie since we watched her from outside). They told us that they would not finish her nails for their safety. They pinned her as an aggressive dog. We left disheartened and decided to try PetCo on 280. The two employees there handled her in a much more gentle and loving fashion. We stayed in the room and guess what? Still no snapping and no growling. When we got home we also noticed just how horribly the Petsmart nails on one paw were done. They are splintered and cut right down to the quick. Moral of the story- don't take your pets to Petsmart for grooming!" read more

I had my first negative experience at a Petsmart this morning and probably one of the worst customer service experiences of my life. I had scheduled my dog for an express groom, which means I am paying an additional $11 in order to have my dog groomed without waiting or being put into a crate. My dog has anxiety so I know that doing this is better for not only my Molly, but also makes the task much easier for the groomer. My appointment was set for 7 AM. I left my home at 10 minutes till seven. But I knew that it would take me 15 to 20 minutes to get there so I called the Petsmart Grooming salon and explained that I would be 5 to 10 minutes late and asked if that would be a problem. I was assured that it would not be a problem and that I could actually bring her up to 20 minutes late and they would still be able to groom her. I explained that I would be there by 10 after seven. As soon as I pulled into the parking lot which it wasn't quite 7:10, I received a phone call from another person in the salon. Brandi was immediately very rude and extremely abrupt! She explained to me that because I was late they would have to charge me a $6 late fee. This is in addition to the $11 I am already paying to have her groomed within an hours time. Not wanting to upset the groomer (who may be trimming my dog) I told her I would be right in. Once I got into the salon I explained that I had made a phone call and asked if it would be a problem coming in late. I also explained that, had I known I was going to be charged a late fee, I probably would've canceled the appointment altogether. Not that a $6 late fee is a huge deal but honestly it's the principle....esp after making a phone call. The person I had spoken to on the phone, Brandi, concerning the late fee was clearly the same person I was now speaking to when I got inside the salon....as she was still being very rude! She even looked at me at one point, And actually said and I quote, "ma'am I don't need you having attitude with me!" And I was not even being rude at all. I almost fell over! I absolutely have never had anyone in a customer service related business speak to me that way. Finally. her manager, Angel, had just came in and heard the conversation and quickly took over. Angel was wonderful and quickly calmed the conversation. But honestly, I was surprised that she did not direct the groomer to go in the back and calm down. It was as if the groomer was running the show! There was then a conversation concerning the fact that they claimed my vet had never sent the shot records which I had clearly spoken to my vet twice concerning that they had sent the records over twice! I however, had the records on my phone so I quickly showed them to them. The groomer insisted that the last rabies shot was back in 2017 so I then had to then show her that the records showed it was February of this year. My dog was slightly matted as she is very curly and it had been a while since she had been groomed. So I explained to them both that I would prefer her to try and use at least a seven clipper on her so I couldn't see your skin. When they finally called for me to pick her up which was nearly 2 hours later she had clearly used a 10 clipper on molly as I could see her pink skin. When I left the store I explain to the manager that I typically leave a 20% tip and even more if they do a good job. And that was the first time I've ever not left a tip for anyone! I also asked the manager what clipper size she thought had been used on Molly since the groomer claimed she had used a seven and she quickly explained that she saw her using a 10 clipper. I told the manager that I was very disappointed in the customer service and she apologized profusely but honestly she should've given me a discount on my service! She explained that she would giving me a discount when I came back but I quickly suggested that it would be a cold day in hell before I returned to the store at all, much less to the grooming salon. It was truly disappointing as I have used Petsmart in Orlando for a number of years and never had a problem. I Always think of Bhm as being the true south. and that it is always suggested that the ppl are so nice. But wow! did I get fooled today! read more

Not the best place for pet grooming. I'm looking for a new place. Any suggestions would be appreciated.

How disappointed I was when I visited your store this morning. I arrived 8 minutes before opening and was told you were not opened yet so I had to stand outside with other customers while the one and only cashier stood at the door doing nothing but watch us stand out in the humid weather. While I understand that it was before 10am, what would the harm have been to let us in to start shopping? When I finally got to check out, the cashier was still standing at the front door looking outside. When he finally came over he took another minute or so to stand there and adjust his latex gloves before he would help me. Not the customer service I expected. I will reflect on this experience before I visit your store again. read more

Anna-Lee and the other groomers are the best. Our English Doodle loves the attention and pampering that she receives with each visit. [and they make the pet owners feel special too] read more

I've been a customer at Petsmart Hoover for the past 6 years, but I will NEVER return again. I scheduled an appointment back in January for my 2 small dogs to be groomed. The appointment was supposed to be in February. Appointment day came and it snowed so the store was closed. I rescheduled the next day and my appointment was pushed out 2 more weeks! The week before that appointment, I received an email that one of my dogs appointment was canceled. The grooming manager couldn't understand why or what happened but I believe one of the groomers canceled it. I had to wait another week and a half!!! I finally got to the appointment date and I was running late, once I got there (15 minutes late for appointment) the groomer, Isabella refused to groom my dogs! She said that because I was late it would push her day back. I waited for them for 2 months, at no fault of my own, for their grooming appointment and because I was 15 late they wouldn't groom my dogs! I contacted their corporate office and found another groomer in town. I purchase from this store almost weekly but I will never return again! If you get grooming done there, be careful and don't allow Isabella to touch your dogs. She clearly could care less about them! read more

Really good selection of all things pet... Especially Dogs (since that's what I'm shopping for when I'm here). Beds, crates, food, toys, leashes, treats etc etc etc on and on. Prefer chewy.com for prices and selection in general but if I need to go to a physical store for something, this PetSmart location gets the job done! We also appreciate the Banfield pet hospital (vet) found within. They're always courteous and helpful as well. Actually when we lived on this side of town, we took Murphy for some puppy classes as well. That was a really cool, helpful and fun experience also! Great store! read more

They are always so polite and friendly. They take such good day of our dog and call the next day to check up on him. We have taken all of our pets there and will continue to do so. read more

Took my dogs two months ago and the service was great. The grooming team was friendly and I felt good about leaving my dogs. They were both ready before time and they looked good. read more

Went for Science Diet sensitive stomach for my baby. Found what I needed, plus lots of on sale dog toys....great afternoon puppy shopping. Clean with friendly & attentive staff. read more

Let me start by saying this review is for the grooming dept at this Petsmart, NOT the store itself. I love Petsmart, it's one of the few places I can find my dogs' brand of food. And when I lived in Denver, I used to take my beagle to the Cherry Creek Petsmart all the time to get her nails trimmed. She was treated with love and kindness there - but I wouldn't take her to get her nails trimmed at this Petsmart if they were the last groomers on Earth. I understand sometimes things go bad when you have employees who don't show up for work, but these guys were terrible. While my beagle and I waited for 30 minutes to get a quick nail trim, the groomers were yelling and screaming at the dogs, telling them to stop, smacking them on the butt, and the dogs were screaming and shaking with everything the groomers were doing. The groomers kept talking about how all they wanted to do was get out of there and go home while they yanked on dogs' legs and bodies to get the job done. My beagle and I left after witnessing that. I'm not going to subject her to that kind of environment - she has a hard enough time with nail trimmings as it is. Want your dog to be treated like the orphans in "Annie"? Take them here. I for one will be looking for another groomer. read more