Friendly staff and have had everything I've needed. I needed some small snails and one staffer took the time to dig some out of each tank for me. My green spotted puffer loved them! read more

I purchased a box of an individual serving of dry dog food. When I opened it at my house the bottom of the box was full of mice droppings and a bag containing the food had a small hole that looked like it had been made by chewing. Management is already informed but check your purchases made there as it seems like there is a problem with mice infestation. When I reported this the cashier acted like she didn't care (cashier 615465). But then I asked to talk to the manager who was very concerned. I hope they take action. read more

I would give Petsmart Hotel Willowbrook a 100 stars if I could. I put my beloved Pet-Mojo- in for a 4 day stay as me and my husband flew to NY to see about my sick sister in law. We did not want to separate from him because he was 12 years old and had arthritis and was very clingy. However- he has stayed at this Petmotel every time we traveled. This has been for years. This time Mojo became very ill.I can not say enough about the staff. Good communication as well as support. They notified me of his daily condition and when his condition worsened- they took him to Bansfield's veterinarian as well as the local ER. Prior to this they stayed with him in his kennel; gave him his meds when he had trouble eating; 1 on 1 daycare etc. Mojo was euthanized upon our return but I thank the Petsmart hotel staff who so wonderfully cared for Mojo and I appreciate the manager for her loving care. God bless you all. read more

I came in for the Black Friday deals and all the staff were incredibly friendly, helping me find what I needed and checking out. They were also very friendly to my dogs, giving them treats. By far, some of the best service I've every experienced at all the Petsmarts I've ever been to. read more

I called the grooming department to see if they took walk ins and they said yes, but once I drove there, they said no. The manager seem disinterested in the fact that the staff was giving out the wrong information. Furthermore, the entire grooming staff was on their phones yet they said they were booked... Worst service experience I have ever experienced. read more

TERRIBLE SERVICE - DUMBEST EMPLOYEES - BAD MANAGEMENT! I called to see if I could get a same day appointment to get one of my dogs groomed, I was put on hold for 15 min, kept getting bounced back and forth between the grooming salon and the front of the store every 5 min, Finally I asked the girl in the front (Nayelie) to get me a manager, but after she said ok she transferred me to the grooming salon again who put me on hold for another 5 min segment again, finally I get back to Nayelie again and this time I asked her firmly to get me manager, once again she said ok and transferred me to the grooming salon again, this time a lady named Michelle picks up I asked her if she is manager and she said no "what can I help you with", I asked for a manager and she said "what can I help you with", okey I said I need a manager, are you a manager? she once again said "no, I am just a regular employee what can I help you with" and I told her I need a manager and that is the help she can give me, she asked if I was holding for the grooming salon, I replied yes and told her what was going on and that I needed to talk to a manager and she once again totally ignored my request for a manager and said I have been standing here and the phone hasn't ring (which was a lie), our grooming is fully booked today and our next appointment is for Wednesday (today is a Sunday), obviously at this point I hung up all upset (this was waste of almost 30 min of my life that I will never get back)! Now I just want to know, does PetSmart go out of their way to hire the most dumbest people on earth or are they hiring the most stupidest people all at the same time by accident??? This was my choice of pet store on regular basis for several years but now they will never have my business again, with all of the competition and the internet suppliers accessibility online no one should endure what I endured today because we have so many other options, my household has 5 dogs, that is a good amount of loss for their business, maybe they don't care but I do!!!! read more

The Saga of the Orphaned Bird, Part I So I'm lounging around the house after a hard day's work when the doorbell begins to frantically ring. I run to door, slightly panicked, only to find my 18 year old daughter standing there. She is slightly breathless, her eyes are serious, her hands...wait, she's got something in her hands. She opens her hands to reveal a baby bird and explains that as she went on her evening power walk, she found this defenseless baby bird on the ground. The birds in the nest above indicated no interest in the stranded baby so my daughter brought the bird home to protect him (her?). The only possible problem in this scenario is the fact that we have four cats. We decide to eject any felines from my daughter's room and take the bird in there. My son and I hold the baby, who is very vocal and not shy at all, while my daughter searches online to try and figure out what kind of bird this is and what it eats. I decide to start calling every animal shelter I know to no avail. No one is open afterhours, it seems. And just where the hell is an ornithologist when you need one? After an hour, we decide to go to PetSmart and hope someone there can identify the bird and tell us what to feed it since it's clear that the bird is now our overnight guest. We put the bird in a shoebox with holes and away we went. When we walked into the store, it appeared that every employee was on a register. All two of them. Spurred on by desperation, we wandered the store aimlessly, still finding no one. Then one of the cashiers left her register and jogged (literally) over to the bird section. By the time we caught up with her, she had a bird perched on her shoulder. Suddenly, I thought I heard angels sing as a bright light ensconced itself around her. She did, indeed, know what kind of bird it was and what it would eat! She went and got us a $3 container of mealworms and we were happy. The bird was happy. And once we fed the little critter, he (she?) settled right into the shoebox and went to sleep. Overall, the experience was pleasant and save for a big puddle of dog urine, the store was clean. They seemed understaffed, so minus a star for that. But the associate we talked to knowledgeable and helpful, and we would've been lost without her. The four stars are for her. To be continued... read more

They have everything you need for all of your pets need! Friendly staff, clean place where your pets can feel comfortable. My dogs always have a great time at the doggy day camp and boarding. Their staff knowledge on fish is excellent! Never a disappointment when I visit, they make you feel welcomed. read more

This review is for the grooming salon only. I called last week to make an appointment for Saturday. On Friday I had a schedule conflict and called to reschedule. I wasn't even written down. Huh. Ok. It happens. The lady I spoke with was very apologetic and wrote me down for Sunday telling me that I was on the books. Cool. Problem solved. I show up today and I'm not written down. Again. The girl is apologetic and tries to get me in but says she has no idea how long it will be because half of the grooming salon employees didn't show up this morning. I do not want to leave my dog in a kennel for who knows how long to maybe get a bath. I don't know what's going on at this store but if employees are quitting/not showing up en mass it can't be good. I will not be using this salon again. read more

First time having my Teddy groomed here and let me tell you, Megan was amazing. Teddy looks great and most importantly when I picked him up, he was happy. I had a horrible experience with another groomers that I believe they put him to sleep, because when I picked him up he was groggy. Not here!! He was wagging his tail and excited. I had my appointment at 12:30 and was told because it was Saturday, it would probably take between 3-4 hours. Teddy was ready in 2 hours! Will be coming back. read more

Great employees and great services. After a horrible tri-experience with Petsmart off of tidwell (I posted a review of them a little while back), I thought I would give this Petsmart a chance. I have had two major experiences with them so far. 5stars on each experience! First Experience: Grooming When: approx 2-3 weeks ago Who: Heather Stars: ***** (5) First off, I took our dog to his early morning appointment and was greeted by smiling folks both at the door and at the grooming counter. It was great to see people who actually look happy lol. Second, I talked to the groomer, Heather, who at every cut-specification, she exclaimed, "O that's perfect, I will cut it just like that", and "Oh! That's exactly how I trim my pooch!", "Oh, a teddy-bear cut will look adorable!"...I was impressed that she knew exactly what I was looking for but moreover that she wasn't too busy to actually listen to what I wanted. By the way, I want to say that our dog took right to her. GREAT sign! I also expressed to Heather that we had several issues with the way our pup was treated at the other petsmart and that fact that we were not contacted at an appropriate time to pick him up. She promised me that she personally calls the pet owner 20-30 minutes before the dog is finished so that the owner can head on over. True to her word, around 9:00-ish I got a call from her stating that he would be ready for pick up in about 20 min. I thanked her gave it a few minutes and started on my way over there. Sure enough, 25 minutes later, I had my pup in hand :D AWESOME experience. The cut was nice and even, though I would have liked the face a little more "teddy bear", The great experience far outweighed a couple of centimeters of fur so no complaints over here :D! Second experience: Urgent Care - Banfield When: Yesterday (6-28-2011) Who: Erica and Dr. Singh and a male nurse whose name I didn't catch Stars: ***** (5) A couple nights ago we noticed that our dogs' right eye started tearing up. He is a bichon frise/terrier mix, and prior to switching food brands he use to tear up all the time, so we weren't too concerned. However, as time progressed, we noticed that more and more mucus started clumping and he would occasionally swipe at his eye. About 9:00 AM yesterday I got the text whilst at work that his eye had gotten worse and that it's looking like its infected. I immediately contacted Banfield and spoke with Erica, who was very pleasant on the phone. She stated that they had an open appointment at 11:00. I brought Maxwell into Banfield and was ushered into a room within minutes of arrival. The male nurse came, took vitals and what not and soon thereafter came back with Dr. Singh. They did a few tests on him, all the while Dr. Singh explaining what she was doing and why. Finally she gave me the good, the bad, the meds: The good was that there is no damage to the eye, the bad is that it was inflamed and the meds were eyedrops and anti-inflammatory pills. All in all, I was in-out-and on my way in about an hour. Pros: Great people Great service Cons: Retail is understaffed They need to maintain their clean-up stations better. read more

This is the first time my dog has been groomed at any store and Megan did an amazing job! I was hesitant coming here because of some of the reviews, but the groomers were all really nice and courteous. My dog is a sweetheart, but he doesn't like it much when anyone touches his face. Despite this Megan did all she could to make sure that he looked the best he could and I am happy with the results. She made sure to call me before making any kind of decision which I thought was very professional. I made the appointment online and brought him in, no problem. If you have any kind of question or concern the groomers will listen and make sure that you and your best friend are happy! read more

The employees are awesome and always ready to help. I have two dogs one loves the day camp the other one is always hesitant, but they always have a great time and come home ready to sleep! read more

Alec the Cashier, very rude and unprofessional. Ill be looking for another location. Poor management.

I've been going to the grooming salon here and using their pet hotel to board my dog for close to a year and things were fine, that is until the last time we boarded here. I had to have a friend pick my dog up since my flight would be arriving after pickup time and the employees made paying as difficult as they could and were as rude as possible. That I can get over. But! When I returned home and unpacked my dogs bad I found that the employees HAD NOT FED MY DOG ALL OF HIS DAILY FOOD! My dog was boarded with them for 4.5 days and only 1 of those days had he been given all of his food. I gave them prepackaged bags and a specific instructions of when to feed him and what to feed him, it couldn't have been easier. How do you FAIL to feed an animal!?!? My poor dog was left hungry every day. It breaks my heart to know that he was mistreated. When I spoke to the manager about this he told me he was glad that this would be a learning experience for his staff. Are you kidding me!?! I'm glad my dogs mistreatment is a nice learning experience for this team. Please DO NOT board you pets here! read more

I have taken my dog to this PetSmart for over 7 years. I think the pet hotel is outstanding. I honestly take my dog about twice a year (if anything) to the day camp and somehow as soon as he walks in they remember him. My dog gets very anxious when I'm away and he comes back really happy and relaxed after a fun time at the camp. Also, major props to the grooming salon, my dog is a handful especially when there are crates involved and they have always been so patient with him, my biggest thank you goes to you! read more

Great service!!! Love their pet food choices!!

Took a chance on the PetsHotel a few months ago after being reeled in by a coupon, big mistake. We normally go to a family-owned kennel facility by our home that is much cheaper but decided to do something nicer for the holidays when we went out of town. We were told that if we purchased an add on (snack, etc) our dogs would get their Christmas photos taken for "free". We were also told our dogs would be allowed to potty in a relief room inside the hotel and that the coupon would be notated to our account and applied. When we picked our dogs up, we asked where our photos were (after all, we had to pay the add on fees for the photos), the clerk told us they "would be emailed". It is now a month later and we still have not received them. Furthermore, it appeared to us that our dogs had not been taken to the relief room because they both urinated a river in the store when we were leaving. They both also reeked of urine. The clerk acted like he didn't know about the coupon (that was supposed to be notated on our account) and my husband and I had to practically beg them to honor the agreement with the coupon and we still came out spending nearly $90 for 1-2 nights of care with coupon. I have made several calls to corporate office, who also have been unable to help. We will never, ever use PetsMart PetsHotel again and I would give them no stars if I could. read more

I brought my dog in to be groomed a couple of weeks ago and I don't think he had a good experience there at all. He's 11 years old and well behaved. I have taken him to many different petsmart locations and this is the first time he acted the way he did when I picked him up. He was legitimately scared for the groomer to put his collar back on and couldn't get out of the salon fast enough. And apparently they had made his collar too loose because when I went to pay, he was acting so strange and scared that he was able to slip the collar and immediately ran for the door! I thought I was going to have to chase him down in the parking lot being 23 weeks pregnant! Like I said, he's very well behaved and never gets this spooked so I have no idea what happened for him to act like this. And last night I took him to my local petco to pick up dog food, he acted the same as when I left him in the hands of your grooming department! Like he was scared for his life! I won't be coming back to your location because there is something terribly wrong with that! read more

Oh my GOODNESS!!! So many wonderful things to say about this store. I only remember a few names, but the store manager Wayne, was super sweet after Himmicane Harvey hit us. What a gentle soul he is (Wayne, not Harvey)! lol! Rebecca and Autumn in the front are AWESOME! Now....for the Grooming Salon. I always hear a ton of negative things. However, with what these people deal with (Have y'all ever had to express anal glands for a little over minimum wage?) they do a fabulous job. My fur babies love coming to visit to be pampered. The manager is by far, the best salon manager I have ever observed. Have y'all watched her hand scissor a dog's head? She also helps any of the other groomers who ask. I saw this salon before she was manager here. It was a sad sad place. It was dirty and the employees were underperforming all other petsmarts. Now, I would put them up against almost any other PetSmart in Houston. Kudos to everyone. Ty for loving my babies. read more

I can't even begin to express the complete and total disgust that I now have for the entire staff of the Petshotel. After having boarded my cat on a number of occasions over the past two and half years I recently discovered that the employees are not only incompetent in regard to dealing with cats but have no guilt about being bold face liars. Not only are they dishonest in describing the treatment that your pet will receive but they will also lie to you about how your pet behaved. There is no doubt in my mind that if a serious emergency occurred with your pet, this current staff would not only have no clue what to do but they would also attempt to cover the incident up in some way. If they openly lied to me, they can (and will) lie to you as well. I cannot find the right words to express how sincere I am in asking that you please avoid boarding your beloved pet at this location. read more

I always come in here they have great sales and good discounts but when it comes to stuff on clearance they say it's one thing ,but it rings up a different price and when you ask about it they get really upset about it like you are ruining their day I don't care if it's 1.00, I want what it says .I will no longer be returning to this Pet smart again, because it is not organized and the cashiers have attitudes ,if you do not want to be at work please apply else where !! read more

I have been taking my pup to Petsmart Willowbrook for several months now, and he absolutely loves it. My dog knows exactly where he's going when I say "wanna go play with your friends???!!!" He runs to his leash and jumps into the car! The staff are absolutely AMAZING and I prefer their doggy daycamp to my own vet, who leaves the dogs in kennels and takes them out twice a day. My boy comes home utterly exhausted, and he's pampered and treated like the King he thinks he is!!! We have never had an issue with other dogs either. I LOVE this place and so long as they continue allowing my 75 pound puppy to come and have a great time, we will continue going! read more

DO NOT! I repeat...DO NOT use the Pet Smart at this location!!! If this is the Pet Smart at FM1960/249, DO NOT use them if you love your pet!! We used Pet Smart in Grand Rapids, Michigan, for two years and loved them. THIS location has animal technicians who LIE and if you love your dog, as we do, DO NOT go there!!! After an over nighter, a bed we provided was soaked with urine. We have a toy poodle and the amount of urine needed to soak this bed would be three times her body size!!! In addition, we paid for her to be in day camp the day after the overnighter and when we arrived to pick her up at 11:00am, she WAS NOT in day camp. We were told she was in the 6am-9am session, which DOES NOT exist! In addition, we were given the can of food we provided for her and she had been given (we hope) one serving and the rest was frozen!! The technician said the "refrigerator was set lower than we knew," and the food was NOT given her in the am!!! IF you love you pet, as we do, DO NOT use Pet Smart!!! Please...do NOT use them!! Our poodle will never go back and we are looking for new boarders. We offer this as a warning to those of you, like us, who love your dog.....DO NOT USE PET SMART!!!!! read more