Am I mistaken, or are managers in charge of managing customers experience as well as store operations? I've been going to this PetSmart for 3 1/2 years now and have never seen the manager that was supposed to help me find what I was looking for. I am motivated to write this review today because it is a pet peeve of mine for someone to waste my time and then justify it's okay because, "I'm not the only customer." * I visit the store to purchase 48 packs of a specific BFF flavored cat food. * There are only four packets on the shelf. * I walk around the store looking for help. I see no one. * I walked up to the cashier and asked if she could help me find out if there are any more of the product ? She said she will call someone to help. * She sent me back to that aisle and I wait for 10 minutes. * I go back to the front of the store and let her know no one ever came to help. She explains that's because he's here checking customers out. * I say OK I'll wait in line and ask him if he can help me. So I get in line and soon I'm next for checkout. * The cashier sees me and says the manager is waiting for you to help you. I let her know that I'm hesitant to get out of the line because it's really grown. But she insists she's the only one that can help me. So I stepped out of line to meet with her. * I show her the packet, just as I did the cashier. She scanned it in the PetSmart "phone". * It turns out they were out of stock. That happens that's not upsetting. (That step took 10 seconds). * I expressed my dissatisfaction for the inefficiency of the process of helping me find the product I'm looking for. I state, "If all employees had access to this "phone" to scan product it would've saved me 15 minutes. I also explained possibly more time because I just lost my place in line to get my question answer. * Her reply, " You're not the only customer here we have other customers to worry about!" * That's called gaslighting Ms. Manager! You don't have what it takes to manage the public. Your job is to help, to make things run more efficiently, to keep product stocked, and to make sure we have a decent experience. * My recommendation to you, Mr. Manager is be a better listener; take feedback as a way to improve not an opportunity to make someone feel uncomfortable. Think about the advice I've given which is to have every employee be able to answer the simple question of product availability. read more

I was really disappointed in our recent visit. I brought my daughters to PetSmart because they've been asking for a bearded dragon for two years. They were genuinely excited -- not just about the dragons, but about seeing and learning about the animals overall. After we walked around for a bit, my youngest politely asked an employee if she could hold a bearded dragon. The employee responded, "Only if you're interested in buying one." I felt that was an inappropriate and dismissive way to speak to a 12-year-old who was clearly excited and potentially interested. I stepped in and asked what policy states that customers can only interact with animals if they are actively purchasing. If this is store policy, it would be helpful for it to be clearly communicated and explained in a more respectful way -- especially to children. We came in excited and left feeling discouraged. Now off the record? If that's the policy, fine. But delivery matters. You don't shut down a kid's curiosity like that. That's how you lose future customers. read more

Grooming service awful. Made appt for around 10am. My golden retriever didnt hit the twbme until 4pm. Why make an appointment and the grooming on my golden retriever was absolutely horrendous. Stay away from this petsmart read more

Placed an order on the app at 7:00 am and they're taking forever. It is now 2:00pm and it never told me it was ready. I chose to order online because I thought it would be quicker. I called, and some woman by the name is Leslie answered. She picked up the phone and when I tried to explain the situation, she interrupted me and told me to wait because she was in the middle of a transaction. Why pick up the phone, then? She put me back on hold and I waited a few minutes. I then decided to hang up and call again, and only then was she helpful. Apparently my order is ready, but I didn't get any type of email or notification. Super inconvenient, such a waste of time. I'd rather drive the extra mile to PetCo read more

Great store , attentive employees. Stopped by to get an Algae eater for my tank. The young lady came to assist us quickly. The algae eater was bagged up and ready for purchase within two or three minutes of me entering the store. We did walk around looking at different fish and reptiles. The store was clean and stocked up. Checkout was a breeze as well. read more

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Alex R. As a groomer is AMAZING!!! She is patient with my dog who is not the biggest fan of grooming and she always has kind things to say even though I'm sure has other things to say about her lol. She made her custom bows and a Pom Pom collar, so thoughtful. I can't recommend her enough, she's the only groomer in Houston I will let groom my dog! read more

I show the groomer the picture of the previous haircut in another Petsmart out of town. I wanted my 10 months old ShiTzu to have the same teddy bear style and he came out with a cat style haircut. ‍. The grooming was not good at all but The charge was good$65.62‍ Was good for them . read more

yesterday I took my two-year-old 7 pound Maltese to the groomer at 8 AM to be groomed. I was told that they will try their best to comb out her matted fur I was actually charged $21 on top of the grooming fee because of it. However, when I went back to retrieve my dog She was completely shaven, her for completely butchered and choppy No fur was saved. I do not plan on going back to Petsmart ever again for grooming.. Everyone in the store is extremely friendly, but when it comes to grooming, not very skilled. I paid $78 .. when I was told, I would only pay $51 This is completely unacceptable, please do not take your dog here for grooming. read more

So very thankful for Joseph and his staff. They took amazing care of my pitbull, Mia, amidst the Harvey hurricane devastation. I had to be out of town and had to check Mia into their pet hotel; due to the weather, I couldn't pick her up Tuesday morning and instead got her on Thursday afternoon. She walked out such a happy girl, not only did they groom and bathe her, they waived my entire bill!!! Thank you, PetSmart, for taking care of my girl and taking care of our bill. I was so fearful of the total when I came to pick her up but you guys went above and beyond on taking care of your fellow Houstonians. The stress you took off of my shoulder is indescribable, I will forever be a loyal customer! read more

PetSmart - She came out of the pet hotel in such great spirit! I could tell they really took care of her. Thank you so much to Joseph and his team!!! - Pet Stores Near Me - Houston, Texas

My poor dog! She is a wolfladoodle with wavy long hair and she sheds alot so I paid $126.00 for the full treatment as she only gets groomed about twice a year. I brushed her out 2 days before her appt and then again the day of her appt. I made sure she had little to no mats. She is a very calm, patient dog and even if someone accidentally hurts her she doesn't yelp or pull away. I got to the groomer about 15 min early and talked to a couple staff members including the gal who was going to groom her. We agreed on a cut and I left. After about an hour I got a call telling me the groomer wanted to know if she could go shorter because they'd found so many mats on her legs they'd had to cut them shorter and if they didn't cut the rest of her shorter she'd look funny. If she did have mats on her legs (which I know she didn't because I had brushed them all out just an hour or so before we left to go to the appt.) they would not have been bad enough to have to "skin" her alive! I was in a place where I couldn't really talk and said ok, just don't go to skin. About an hour after that I got a call telling me my dog was anxious, she was panting and drooling and two people had to hold her as she was trying to get off the table. I rushed over there as that was not any behavior she's ever exhibited with a groomer, a vet or anyone else before. There were two people there and they were clearly ready to leave so they handed me the dog and bill. I quickly looked at my dog and I said she looked ok. My daughter took her outdoors, thinking perhaps she had to pee. (although she'd done both just before we walked in the door to the store.) while I paid the bill. When I got out there I saw she had a big knick in her back and her hair was all uneven and just chopped at. Her face was not at all clipped as we had agreed upon. We had discussed cutting it very short under her chin but the rest of the face would have a teddy bear cut. Her face was cut down almost to the skin. Even my dog is embarrassed and wouldn't look at anyone for a couple of days. She actually hid in the closet! I definitely would not recommend. read more

Please never go with them! the grooming service is horrible! They did this to my little baby today! 09/23/23 read more

PetSmart - The first photo was his previous grooming service with other company - Pet Stores Near Me - Houston, Texas

Wonderful experience here! My older dog turned 5 today and HE LOVES PetSmart! Brought our dogs on leash, everyone was friendly, the staff petted them and gave them treats! We got everything we needed. They have little birthday cakes and birthday bandanas and toys! We liked our experience here! Thank you for the kind staff. read more

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Just moved to the area and had vet appointment for routine vaccinations. Was checked in under 3 minutes, 2 fur babies.was in and out in under 45 minutes. Professional staff. read more

I took both of my dogs here during the puppy stage to ban field ( their vet plan) and their dog training courses. I would occasionally go here for toys and other miscellaneous things. The staff is always friendly and the place is relatively clean with decent pricing. I would also recommend their training programs. I would not recommend banfield as it is a monthly fee for basic treatment and anything and everything else is extra. So if your pet has something abnormal or gets injured it's cheaper to go to a vet. I recommend Prestonwood down the road. PetSmart is good for toys/clothes but my dog has food allergies and they don't have the brand of dog food I need, and a lot of the treats are unhealthy. Would recommend if you need A quick buy. Would not recommend if your dog has special needs or you are wanting to buy a pet read more

I've been hesitant to write this review. I was excited to go on vacation and have somewhere to leave my cat. When I called to schedule the reservation the lady seemed pretty confident they would be able to handle my uniquely special animal. Unfortunately, by day 3 they were calling me to come get her. Well, how am I supposed to do that when I'm 1600 miles away!?! My cat is seemed to be completely unresponsive- not eating or pooping so that was it for them. They sounded pretty non negotiable over the phone. I panic called my sister who lives nearby, was able to go get her, and care for her the remaining 4 days. The good news is that I found a new pet sitter while I travel. But this REALLY put a damper on my day while I'm traveling - managing work and personal time. My suggestion would be to stress to the pet parent that there could be a huge chance they may have to call emergency contacts to pick up the pet if they're "unresponsive". I literally had my back against the wall even after explaining my cat was a little different to the scheduler. Matter of fact, the only reason I am leaving 3 stars is because of Bridget. I'm thankful for her looking after my cat and letting me know how she was doing. Ultimately, picking her up was the best option. The pet hotel at Petsmart is not for her. read more

PetSmart sure can hook you up with some good stuff -- provided you hit them on the right day and your nose can guide you to what you're looking for. Otherwise, ask their resident guides (aka "employees") for help -- because they sure do steer you in the right direction. Oh, I've walked through this PetSmart just a few too many times. We usually go here to stock up on our dog treats or playthings or goofy stuff that only dog lovers would foolishly (yeah!) spend our money on. What joy! Certain times of the year, PetSmart gives unbelievable discounts and sales on items that are high-quality and bargain-basement priced. After Christmas sales, in particular, are wonderful! Last year I picked up a beautiful dog bed for 10 bucks that was 75% off its original price. That thing has held up well, washed well and my Cocker loves it. PetSmart also partners with multiple rescue groups for rescue events at their locations. I've met up with several rescue groups at this location and at other PetSmart locations and am so grateful that they extend their facilities to those of us working in rescue. Recently, though, I was very impressed with this store and one of their employees. This particular visit has prompted my long-overdue review. With a dog that has encountered a multitude of recent medical issues, the latest curve ball that we've been thrown was that she needed to be fed a very specific kind of food. Since her vet's office doesn't carry food, a prescription was written for it and we were referred to PetSmart to purchase it. A quick check online determined that this location had the food in stock. When we got there, we were told that Banfield would have to call our vet's office to validate the prescription in order for us to purchase the food. I nearly rolled my eyes, for no one wants to buy 6.6 pounds of food for $27.99 unless they absolutely have to; nevertheless, I told the employee that our vet's office was most likely closed at this time so there would be no way to do that. And I'm not certain my dog will even eat this! She graciously agreed to go ahead and override their normal procedures and allow us to purchase this without verification from the vet since we were buying the smallest bag (and the prescription was from a specialist, to boot). We were walked up to the cash register to check out and assisted so that no verification was needed. However, for some odd reason, PetSmart was having technical issues and they were only accepting cash! Good thing I had some money in my wallet! All in all, this is a great location with helpful employees. Conveniently located with lots of parking and friendly customers with their dogs inside -- this is THE place to stock up on goodies for your four-legged family members. read more

My dog had visited this PetSmart to get groomed. He came back with rashes, cuts riddled all over his body and a large bruise on his neck and chest. He is a very small and calm dog; I don't understand how this could have happened. Never coming back, do not recommend coming here at all. read more

I really hate to give bad reviews but petsmart is such a disappointment. I brought in Keely today because for the first time ever because she's got flees and I don't know what to do. I walked in and Keely made a little pottie so I approached a sales associate and concerned about someone else having to pick up I asked her what I could do. Without saying a word and anything but a smile on her face she looked at me and pointed at the pickup station on the side of one of the isles. I picked up her pottie, as I should. Worst, I get to the clinic counter and there is no one at the counter. Finally the girl, Stephanie, comes out and I asked if they ever take walk-ins. She gave me a weird look and said typically never then the phone rang once and before I could finish my next sentence she held up a finger and said hold on. She answered the phone. I walked around a little to wait for her to finish the appointment setting on the phone which also took forever. Then I asked her if she had any appointments available and she said no mam. So then I just said oh ok. She looked at me. And I just looked at her waiting to say something but she didn't so I just walked away. I walked into their competitor Petco and was attended right away after this. I'm never returning to petsmart. read more

Only reason I'm up putting 1 star is because of the PetSmart HOTEL. I called to book an appointment for the doggie day camp for my 11 month old pit bull. They told me they would place her in a separate room and would not be able to play with the other dogs, despite having all the requirements needed, because of her breed. I just wanted my baby to have somewhere to play while I was at work. Soooo disappointing. read more

PetSmart - *Picture for attention* my beautiful baby - Pet Stores Near Me - Houston, Texas

I went there to buy some fish for my son their fish thanks are deplorable they need attention there was a bunch of dead fish On several fish tanks read more

PetSmart - Fish area - Pet Stores Near Me - Houston, Texas

They get 5 stars today. Not only did they carry everything I needed, I ended up taking a Veiled chameleon home too. It's a female, I already have a male at home. I couldn't resist, it's so healthy looking. Comparing PetSmart to exotic pet stores that regularly stock these, this inventory is so much better cared for here. The manager was awesome as was Justin, they answered all of my questions and suggested I price compare on two different websites. That action alone save me so much cha-ching! I was very impressed by today's visit. read more

When we had to board our 6 month old puppy who is a distemper survivor, we were stressed about leaving her for any period of time. She has a permanent leg twitch, which made some potential pet boarders nervous, and we weren't sure how she would do around other dogs. The PetsHotel at this location definitely put me at ease. I felt a little rushed dropping my baby off, but was really impressed when we went back to pick her up. We had scheduled two sessions a day of one on one time with our puppy and a staff member. I was really impressed when we showed up early to pick her up, and they already had her behind the counter with a staff member - not because they knew we were coming, but because they were just cuddling with her. Our puppy seemed to do pretty well over the two days she was there. When we went to pick her up, the staff asked if we could see how she would do in a group play with other dogs, and let us watch her. They were very gentle with her, and made sure she wasn't overpowered by the other dogs. I could tell the staff really cared about her, and will definitely take her back here next time we have to board her. read more

PetSmart - group play - Pet Stores Near Me - Houston, Texas

They barely even cut my dogs hair and nails and said they couldn't do it because she moved too much but still charged me. I took the L but won't be going back. The location at bunkerhill is way better. read more

I've taken my dog here so many times before for grooming and they would cut him here and there (minor cuts), but the last time I took him here they had cut a chunk out of his arm leaving a hole. Then they had the audacity to call and tell me that cut was already there when they got him... uhh no. He was then limping and in pain for the next whole week. He is super traumatized and I have to take him to the vet to get his grooming now. My advice, be careful! read more

PetSmart - Pet Stores Near Me - Houston, Texas

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I was on time for my dog's grooming appointment and they blamed me for being late, until one of the employees defended me by saying that they saw me waiting in line to check in. Here's my problem with this grooming department. They: 1. Are Prejudice 2. Don't look you in the eye when they "try" to explain WHY they are up-charging you for services that I did NOT agree to. 3. Dishonest. I will NOT bring my puppy back to these so- called dog grooming "professionals". They are so unprofessional and don't even acknowledge you in a friendly way. But I guess it's probably because they're racist. Who knows? read more

This grooming location is horrible. I have been to this location a few times to get grooming services and each time there has been a problem so I will not be returning. Once they cut my puppy's hair way shorter than discussed. They were supposed to file my puppy's nails but did not do it previously. This time they did not follow any of the instructions I gave them in reference to my puppy's hair. Their answer to everything is cut off the hair. I specifically advised them to only trim the hair from my puppy's eyes and they cut all of the hair from the face. When asked why it was done the manager said, Kayla told her it did not look right so she cut it off. My puppy looks totally different with this botched haircut and it will take a while to get back to normal. Beware of this grooming location. I will say the front register associates are always friendly. read more

My schnauzer Tyler goes to daycamp at the PetsHotel in this location 5 days a week. He and I both love it! Staff is awesome- very friendly to pet parents & loving to the dogs. Tyler is very happy to go to camp every day, & I am happy knowing he's well cared for, & having fun & socializing rather than staying home alone all day. SO glad I discovered it- it has been a lifesaver for Tyler & me. He is also a patient at the Banfield at this location. Very happy with the care he receives there as well. Awesome staff back there too- I love the way they are with him. You can tell they genuinely care about him and making sure he is well- that means a lot to me. Even the store staff up front greet Tyler and I when I drop him off and pick him up every day. Many of them know him by name & he will go to them. I love that- and it's just another reassurance to me that he is always in good hands when he's there. Thanks, Petsmart Willowbrook! read more

PetSmart - Tyler loves daycamp! Staff is awesome & take great care of him. - Pet Stores Near Me - Houston, Texas

This location was rather clean and the staff was friendly. The only concern I had was when I was ready to get some invertebrates the staff was training and going over the process instead of taking a moment to help me. Was only a brief 5 min wait, but I felt like I wasn't as important. A bit surprised considering they were training and the lead didn't seem to take me waiting as a precedent. read more

I'm reviewing the grooming salon & I have nothing but great things to say about my dogs' groomer, Megan S. I have 6 Cocker Spaniels in the family & she always does an amazing job with their haircuts. Her personality is very bubbly & friendly which makes my family feel comfortable leaving them in her care. My dogs are very nervous & can sometimes give them a hard time, but she still manages to do a great job with their haircuts & my dogs are so happy when I come and pick them up. Thank you, Megan S. for making us feel comfortable and at ease when we leave our nervous pups with you. I have had some of our dogs groomed by other groomers there in the past & the job is never as good as Megan. She always does exactly what we want and even exceeds our expectations. read more

PetSmart - Pet Stores Near Me - Houston, Texas

i've been taking my dog to this location for 10 years for his vet visits. Most of the vet associates are so nice & friendly but EVERY TIME I have to deal with Stephanie, (it's been like 4-5 times) It's always a bad experience. I've sat quiet about this for many years just thinking maybe she was having a bad day that day but today was my last straw. There's no smile on her face, she ALWAYS answers EVERY questions with smart comments and doesn't answer them thoroughly. It's not surprising seeing other reviews relating to the bad experience that i've had with Stephanie. read more

If it were possible to give 3.5 stars I would. Grooming: 5 Stars. I booked online because I was switching from the Petsmart on 45 and 1960...they just take your money without completing all of the services you requested. The groomers at the willowbrook location fulfilled all of my requests and then some. My dog will be going back. Store: the employees are friendly but pushy, I was talked into buying some all natural dog food after sharing my reservations about it because it made my dog sick. Low and behold my dog vomited and refused to eat anymore of it(did the gradual adding as you should)...it also smelled horrible. Im going to take that back today. Adoption: as I walked through the stores I noticed they had a rescue bring dogs out, that was nice. I would like to check out training and perhaps see the inside of the doggy hotel to see if we will be new regulars here. I hope this helps everyone. read more

I've boarded by Golden Retriever, Dottie here for a few years and she seems to really like staying here. The staff is always friendly and helpful and they seem to really care about the pets in their care. When I drop Dottie off, she often gets a little anxiety and sometimes won't walk with the PetSmart staff to the door, so I always walk with her and then hand the leash over to the staff person once she's inside the door. I do it this way because one time while dropping her off, the girl took her by the leash and when Dottie pulled away, she dropped the leash and Dottie ran all the way into the busy parking lot and luckily stopped by our car without getting hit. Can you imagine if she had kept running and tried to cross 1960? For that reason, I give them only 4 stars and always walk with her to the door. They really do take care of her well though, and she enjoys her stay because she can play with the other dogs in day care during the day. They allow me to bring my own food, Kong, peanut butter and treats for her. One time they called me on my trip to tell me she wasn't eating. I really appreciated that update and I was able to suggest a few things to them to see if it would help her to eat. read more

Legend has it that a cold wet dog nose rubbing against your leg is good luck. So stop by here for some good karma. Bring you pooch too! I come here about 2-3 times a month to stock up for my dog, cat, guinea pigs and bird. (Yes, I have a zoo.) I can always depend on finding what I need here. Especially now that my cat is on a special diet due to his kidney function. Sometimes, I'll stop in even if I'm not buying anything. I'll swing by the adoptable cats and give them high fives through the glass. Or, I'll check out the dogs having some playtime at their pet resort. This location also offers dog obedience training, pet grooming and veterinary services. read more

I love Petsmart's variety of supplies, low prices, & friendly staff. I came here for their grooming services for the first time because a puppy package was only $10.99!! That's a heck of a deal, considering that I have a big 3 month old husky. It's a great advantage to take. My husky is really shy & gets nervous when being around a person he doesn't know. Working at a pet store, I'd figure they would have experiences with that. But nope! They called me 15 minutes into it saying they couldn't handle him & that he would try to nip & bite. He's a puppy.. I was still in the store so I asked the groomer to just de-shed him & I'll be there. The guy didn't even do a good job because he seemed "scared." He rushed it, hurting my poor pup! As upset as I was, I appreciated the effort. Needless to say, this is my first & last time I'm coming here for their grooming services. read more

After leaving the I 45 location because of 1) them being out of everything, and 2) the employees in the grooming dept being incompetent and a bit rude, we drove to this store, and were quickly greeted by friendly, knowledgable employees. First stop was the groomers. We ordered the Pawdicure, and it took maybe 15 minutes before Albus was ready with trimmed nails, soft foot pads, clean ears and mouth, and sweet little bandana. I wish I could remember our groomer's name because he was very nice, and our pup really liked him. We gathered up the remaining items we needed from around the store. I was extremely happy to see that they had everything in stock, including the frozen rats I need for my snake in the size that he needs. The couple times I've gone to I 45 location they're typically out of his size. The store is clean, organized, and everyone who works there is helpful and kind. Because we live in the middle of both locations we usually go to whichever one we are closest to while driving around. From now on, however, we will only shop at the Willowbrook store. read more

An employee that goes beyond-that's what makes this place a winner in my books, and they've definitely won a loyal customer. I came here after work to look for some much needed items for my new puppy, Soybean. Top on the list was a carrier. I've been using a borrowed one, which is a gazillion times too big for my little rat terrier mix with chihuahua bundle of cuteness. Among my list were pet cleaner and deodorizer, treats, and puppy training pads. I bought along Soybean, so in the end I was left with way too many items to carry and only two little hands to do it all. To make matters worse as I was being rung up a hard storm hit. Since Soybean didn't have a carrier I decide to put him in his new one so I could try to carry everything out in one trip. The cashier was nice enough to set up the carrier and help me put Soybean in. Then she helped me to the car. IN THE RAGING RAIN! I mean this rain fell so hard that I felt like I was walking through a sponge wall! So the poor girl got soaked through and through, but her efforts were greatly appreciated. Thanks PetSmart, for hiring someone who cares. read more

Really like this location! Its huge and they have soo many products for soo many different pets! My kids and I sometimes just have gone to look at pets and just spend some fun time there! No we have a Pet Cat we have reasons to go! They have a huge variety of Cat food and Peosucts! Employees always kinda scarce but we can find if we really need! read more

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I mainly go here to buy my dog treats. This store is always well stocked, organized and quick to get in and checkout fast. Staff seems to be well trained. read more

My dog, Coconut, gets everything she needs from PetSmart. I used to take Coconut here so she can browse through the goodies, but she started to pee AND poop in the store. It's a no brainer that she's going to do it as soon as we walk in. I took off a star because the last time she had her many accidents in the store, I cleaned it up, but they didn't have hand sanitizer in the clean up areas. I went to 3 of them, but they ran out. Thank goodness I had some in my purse! Also, there is usually 1 register opened and lines get long. I've used their grooming services a few times, and they've done a good job. Coconut sheds a lot, and the Bath, Brush, and More alleviates some of the shedding for a week. PetSmart will occasionally send coupons to your email (usually it lands in your spam) that are great. Recently, I received a $5 off my purchase. By using that and a manufacturing coupon, you can save a bundle! Be on the lookout for $3 off surveys on the bottom of your receipt. read more

There are great products and if you are a pet lover then you're going to love this store and the chain. the fish department is great as well. love having the ability to bring your dog with you when you shop and for them to have a good time as well. staff was friendly. haven't used the grooming service so can't comment on that. read more