The customer service here in the grooming department is terrible. I called to make an appointment to get my puppy's hair groomed by Sarah and drove all the way out to PETSMART just for them to turn my dog away from getting a bath because her shots were hand written from our vet overseas failing to tell me that over the phone. Sarah called Gail who had the worst attitude about the situation and I was disgusted by her lack of professionalism. 3 hours later I came back to the grooming section to pick up my dog, left my number for them to notify my when they were done, but no call. They said my dog had been ready for 30 minutes so I asked why didn't they call me and apparently the associate that was caring for my dog was new and "always forgets". I checked my dog and asked why didn't they trim her paws like I had xyasked and I was told that the bottom was done but that's not what I asked for. I checked through her hair and it was soooooo matted!!! Like they shampoo'd her hair in complete knots around her ears and belly!!! I have a Maltese and her hair was ruined!!! I got a full refund and they told me someone would fix her hair Monday, free of charge. I don't not recommend this place to take care of your pets!! read more

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Just picked up my dog who was dropped off at 0930 went at 130pm still not finished for a haircut. They said he stressed himself out when they tried to do his nails which we specifically told them to not do. Very rude and unprofessional no explanation just handed the dog over and sat down on the computer. A lot of nervous customers in line for various reasons and one identical. I will never go back here not even for treats. I did not pay for the wash which was the only thing completed. This is not his first time to the groomers hes 5 yrs old and never had an issue. Simply Pathetic. Couldn't even take 1 minute and figure out how to put his collar back on she just gave up. read more

The ladies that work here are extremely rude, with the exception of maybe one or two of them. I took my dog here to get her toenails grinded down and after I paid, I went back in to pick my dog up. I was promptly scolded about how bad my dog's back foot was due to her allergies to the grass and her chewing. They treated me like a horrible pet owner and gave me disgusting looks. They told me very rudely that she needed to be seen by a vet. She's already been to the vet before due to her allergies, but there isn't much the vet does except give her anti itch pills, which she takes. I have NEVER had a problem getting her nails done in the 3 years that I've had her, until I took her here. I was insulted and will never take her back here again. I don't need an attitude from a groomer about an issue the vet doesn't even worry about. They should stick to grooming and leave the scolding and medical advice to the professionals. I'm doing everything I can to help my dog and her allergies, I don't need someone to treat me rudely because her foot is a little inflamed. I KNOW! I live with her! I understand she has allergies! Keep the attitude at home. These women should not deal with customers EVER. read more

I took my cat to the vet there and OMG they charged me an arm and a leg just to tell me they have NO idea what's wrong with her!!! I am beyond pissed. No I have to go somewhere else to pay even more money!!! read more

Miguel was super helpful! They were sold out of the prescription dog food I needed. He checked the back then called their sister store to see if they have it. Above & beyond! Thanks again! read more

So I took my female dog in to get a bath and to shave her down and they told me not to do that. Well I have been doing it for 7 years now and it's my dog and my money so do it. On up of that they had her for about 8 hours and wanted to add fees because they had her for so long that she used the bathroom in the kennel. That's like having you in a room all day and you cant go to the bathroom. Then I just came from there with my Male dog to get a bath and shave and they are trying to say he had fleas if that was s my female would have them and my bed and his blankets would have them and they dont. And there is alot more but I'm not going there. And you know it's bad when I was telling the cashier she agreed with me and told me that its happen before. So I will be finding a new place read more

The sales associates are nice but the prices on the shelf are ALWAYS wrong. Look at the prices as they ring up your items or you will inevitably be overcharged. read more

Horrible, awful, customer service. Almost every time I come in, I am treated poorly. One associate goes out of her way to make sure I am not treated well. I was so annoyed today that I almost left my order on the counter. If my dog was not old and in need of high end food, I would never go to this hateful place. This kind of customer service is unacceptable and rude. One time the same woman left the register as soon as it was my turn to check out. Today, this woman stepped in front of me to fill the pet tags, then opened the register for the woman after me. There were two other people in front of me. This place sucks! read more

Been going to this location for 4 years now . Friendly staff. Was asked if I needed anything by 2 different employees while I was shopping around. Shelves were very well stocked and had a great selection to choose from. This will be my come to first pet store. They have a better selection to chose from compared to other stores around. I have fish, a dog and cat so I hit up all of the departments in the store. read more

Horrible customer service!!! Waived over to the registers to check out during "closing" by RUDE associate. We have a VERY pampered dog ...they've just lost THOUSANDS in sales a year!!!! read more

Nothing out of the ordinary about this Petsmart, though I do wonder about their sales associates' critical thinking ability. I wanted to use a $10 off $30 online coupon in store, which Petsmart accepts. I go to check out my items, verify that the code (FETCH10) works at this location, and await for the cashier to give me my discount. However, she says she needs the actual barcode to scan, despite seeing a screenshot of the actual coupon code and despite the fact that a barcode wouldn't be unique to me anyway. Whatever, I thought. I'll just finish off my transaction here so as not to hold up the check out line, buy the exact same items via petsmart.com, apply the coupon code, choose in store pick up, return the items I just bought, and pick up my online items...which would be the items I just returned. However, turns out my items" weren't ready", even though I had the confirmation code that I had bought the items (not to mention also the items themselves) in hand! So here I am waiting in my car to pick up my item/writing this review. Come on Petsmart, have a little common sense! read more

Not overpriced, but definitely not worth the money. I have been here three times with two different dogs and will not go back again. My once-adorable dog now has streaks of different hair lengths all over his body and tufts of hair all over that were overlooked. I'm going back to ask for a refund. read more

I feel sorry for the employees here cause the manager is mean, rude and horrible with customers and his employees. Just stay away for everything from here. read more

WILL NOT SHOP HERE AGAIN!!! I have had the same fish tank & same fish for five years and the girl told me that you need a 75 gallon tank for the fish that I have And refused to sale me fish!i just wanted one damn goldfish ! Only gave one star because it said I had to atleast leave one! read more

I have taken my dogs here for the past 9 years! I love their service & the compassion they have for your pets! Sometimes it takes a little longer than usual, but they get busy too! I wish they could keep some of their employees like Paige there permanently & get rid of the ornry looking groomer in the front tho! read more

I must say the Pets Mart grooming department in Killeen is possibly one of the worst ran operations I have ever experienced. Awhile back I had made an appointment for my dog to be groomed about a week in advance. When the day came for the appointment I brought my dog there and they said they had no record of the appointment and did not even try to make the situation right. At that point I swore I would never use them again but just today I decided to give them another chance because they are close by. I called in about 430 or so and asked if they had any appointments available today and they said they had one at 5. So I got my dog and rushed over there only to be greeted by a dumb founded staff who told me that the appointment was scheduled for 5 the next day and nobody would admit to taking my call only 30 min earlier. Not only was this a huge waste of time but I took my husky out in the brutal heat for nothing. I am beyond frustrated by the lack of professionalism and will ever give this branch anymore of my business. read more

This is a very excellent store if you have a pet. We have had to pick baby gerbils, and this one is our second. I love going to this place to buy our little baby gerbil some great toys and food. This is my absolute favorite store to spoil her. The staff were very helpful and friendly, and their prices are very reasonable. read more

I'm not one to bash or write bad reviews but please read this. I took my 3 1/2month old puppy here to get just a bath and nails trim and her pads of her paw shaved. When I walk in they tell Angela her appointment is here she looks at my dog and say "wow. that's a big puppy seems more than 5 months" (because puppy bath are 5 months under) I then look to see she is an "stylist apprentice". Now I understand everyone has to learn but don't you think they would tell the customer she's not a stylist yet and is learning and she should have someone guiding her??? Anyway I nervously gave my dog and returned an hour later. They didn't even do half the things in my package. While I'm waiting for them to do the things they didn't in the first place. Angela is working on another dog who is clearly in pain and the collar is so tight the dog's front paws are off the table I'm not kidding literally hanging by his neck. The dog then breaks the collar and jumps off the table and the front desk lady runs over and says "you see his neck is red and eyes are really red??" I was shaking and was so nervous for that dog and every other dog that was in there. Honestly I think there needs to be a hell of a lot more training and communication. read more

After my dogs appointment I stopped into the grooming salon to see if I could get a walk in nail grinding. The lady asked the normal questions about rabies shots .etc. It was my first visit there and wasn't in the system but I did have my print out with her immunization a listed from her appointment. I informed her of how my dog didn't like nail grinding or trim very much and how she needed probably 2 people. Well, she told me a few techniques she would try and if grinding caused to much stress so told her just to clip. Well I go to pick up food and they are already calling for her to be picked up. I thought it was too quick when she told me 5 minutes I didn't believe her. WELL, her nails were perfectly done and she was able to grind my dogs nails with no issues using the technique she told me. It was as simple as not allowing my dog to see the grinder and my dog only whined through the process she told me. I was very pleased. This particular groomer doesn't do baths just cuts and nails but if she had a name tag or if I'd remember to ask her name id give her kudos. Lastly, the grooming salon smelled like dog but not horrible if that makes sense. It smelled like it was highly maintained and cleaned not an overpowering. Unbearable smell of wet dirty dog like many other places. I will definitely revisit to get my dogs nails filed down. read more

Horrible customer service, almost 5 hours before I get my pet back for a grooming appointment. A couple weeks ago I made an appointment at 1230 to have my pet groomed. I arrived about 20 minutes earlier. I only requests the nails to be buffed and a hair cut. The clerk suggested I have my pet washed because of the tangles or something about the comb or cutting his hair. I had just bathed my pet the day before! And his (Yorkshire terrier) hair is soft as silk. 4 hours and 45 minutes later I went back to get my pet, he wasn't ready!!!!!! I asked how much longer and the clerk (a different one) starting talking to another customer instead of attending me, I was next! She then called the person who grooms my dog and said that there's very busy and that my dog should be next. After walking around for 10 minutes I went back and told them to just do the nails because I was on a rush. Then they said it'll be 20 more minutes. I finally go my dog back and I noticed one of my dogs hand hadn't even been touched. His nails were the same as I went in. I went back to the store, then I noticed the clerk saying to the other clerk. Ugh she's back!!!! I politely asked them to finish the job there were paid for! And I had some questions in regards to my bill because they charged me a bath, which I hadn't agree to but they insisted that they did bathed him and they didn't even cut his hair. I requested to talk to the manager and she was very unhelpful and unprofessional. She went back to talk to the clerks. She said that it wasn't quite 5 hours and that she could take the charges off my receipt. She was useless! Never going back to this location! read more

Customer service was fine. But, the salespeople have little or no knowledge of the animals they sell. Please do your research when getting a new pet. Most of the treats they sell (only speaking of Guinea pigs since that's what I bought there) are not appropriate or healthy for Guinea pigs. And some are actually dangerous. I asked the sales lady (she even claimed to have Guinea pigs herself) what a good treat would be for my new piggy and she sold me this Guinea pig treat that has all kinds of seeds in it. Guinea pigs absolutely cannot have seeds. They can choke on them and they can get caught in their teeth. Thank goodness I researched it when I got home and never gave it to my boys. I'll end up feeding it to the wild birds. Also, Guinea pigs should be kept with more than one. They were going out of their way to discourage me from getting another one. They said it could be a year before I could put them together, if ever. Within a few weeks they were introduced and have been living happily together ever since. Also, the second boar I bought there, the sales lady claimed was a 'bully.' He's anything but a bully. He's the most submissive and docile of the 2 pigs I have. So, to sum up my review, take what the sales people say with a grain of salt. Do your own research. read more

My husband, father, son and I visited the location on central Texas expressway and WS Young drive on May 6th to purchase an airline approved pet carrier. We waited about 20 minutes after a page was done for help to just settle for one and head up to the register. At the register we waited another 10-15 minutes for a manager to come help the associate at the register, but she did not show. At this point, my father went over to where the manager was, who was apparently still helping the same customer who she had been working with since we walked into the store. Evelyn, the manager, then followed behind my father and rolled her eyes, threw a product down in the basket by the grooming window out of irritability, and walked over to register two and snarkily remarked she could help out the next customer in line, knowing it was my family. As we went to the register she was extremely sarcastic asking about our day, and when I asked if she was the manager she said yes, so I told her I had a serious problem with her attitude. She sarcastically replied with "I gave you attitude?" Knowing she gave attitude to my father. I told her I saw her roll her eyes and she claimed she was working with a customer, but she was paged twice for help in other places. She kept cutting me off when I would try to explain that the line at the register was growing, and there was help needed and another register needed opening and my husband voiced that he wasn't happy she kept cutting me off. At this point, we just wanted to leave so we could never return to this petsmart again. In my honest opinion, there shouldn't be two workers in the entire store on a Saturday evening, let alone the manager having a serious attitude problem. Elizabeth, the other associate, was sweet and helpful when she could be. She paged the manager twice for assistance and apologized when we weren't helped. read more

Your services are over priced and lacks quality. You promised a 15 min brush out with the "top dog" package, yet my dogs had loose hair all over the place upon pick up. in addition, I paid to have their teeth brushed, yet their teeth appeared to be in the same condition as when I dropped them off. I think you all charge for select services never rendered. Very disappointing! You should provide quality service OR lower your prices! We are not getting what we paid for!!!! read more

I took my 16 WEEK old English Mastiff puppy in to pet smart today for a DREMMEL on his nails since they were getting a little long. We walked in and were told how cute our puppy was and they ASSURED me they know how to handle dogs without hurting them. I handed over my baby to get his nails filed and stood there. He was a little nervous so i was worried but again they told me everything is okay. Well, everything WASNT okay. My husband and I witnessed out puppy fall off the table while still connected to the lead and nearly strangle himself. The groomer bent his foot too far BACKWARDS until my puppy screamed. Then when they thought she couldnt handle him another woman walked in and tried to man handle my dog into submission. I was frantic at this point and took my dog back. I did not pay for anything and while I was in tears asked for the manager. Out walks the manager..the woman who man handled my dog. Chris was her name. Stunned, I said "YOU'RE THE MANAGER!?!" She told me that no one mistreated my puppy or was to rough with him. (he walked out with blood coming from one of his nails) she told me that even she couldnt handle him..remember now we are talking about a 16 week old puppy. At that point I was so furious and upset I told her maybe it was time for her to retire. She then rebuked and said maybe it was and walked away from me. (in front of a crowd of customers). No apologies or anything! I WILL NEVER..I REPEAT NEVER USE PETSMART SERVICES AGAIN! I will also be calling corporate first thing in the morning when they open. TAMARA ADAMS read more

The first time we had our Boxers nails done, it was okay. He didn't really like it but one of the girls helped distract him and he was fine. This time, however, our dog was yelping (obviously in pain) and the girl wouldn't even let go of his foot or check to see why he was in pain. A girl came to help calm him down (after his eyes were already extremely red from being so stressed out) and immediately said he bit her and left. (Which he didn't bite, he was yelping in pain and her hand was just near his mouth. No blood drawn, not even a visible scratch). After doing three paws, the woman gave up and sent him home with us. After we got in the car, I looked at his nails and she had hit 3 out of 5 of his quicks on almost every foot. No wonder he was yelping so much! They were extremely rude about him being upset and obviously horrible at their job. Never again will I be taking my dog there. Ever. read more

Over a month ago we took our dog Jenny in for a bath and to be FURminated for the first time. The young lady at the check in (wish I could remember her name) was so pleasant and sweet to Jenny. When we picked her up Jenny was SO happy, smelled so good and didn't have any shedding or scratching for some time. This time however the young man and young lady behind the counter were pretty rude. Jenny sensed it and did not want us to leave her. A couple of hours later we picked her up as they were closing. After getting her into the car and on the way home it became obvious that she in fact had not been bathed as she stunk up the whole car, I think being wet made her smell worse. When we got home she immediately started scratching and shedding so it was obvious to me that she had not been FURminated either. A waste of $71 and treated badly to boot. We won't be back - it was that bad. read more

This has to be the worst Banfield I have ever been to. I have been on the Wellness Plan for 3 years. I have been to multiple Banfield hospitals. ( Charlotte, North Carolina ( 2 hospitals there) Ann Arbor, MI - Myrtle Beach, South Carolina). I have always received great service and I felt like my pet was being cared for. However my experience with the Killeen location has been awful. My husband brought my dog in to get medication for his allergies and have his feet looked at to make sure he did not have a yeast and bacterial infection due to him licking them (allergies). They (male doctor) sent him home saying nothing was wrong, when i called up there they said that is not what they advised my husband. Granted im sure there is a grey area of communication since it was my husband and not me there. I went up there 2 weeks later because my dogs feet clearly had an infection. Before the Doctor (a different one than he was seen by before a younger lady in her mid 30s kind of chunky with long brown hair) even looked at my dogs feet she had already tried to sell me $750 worth of food trial stuff just off of what I had told her of his issues. Well if she had even bothered to look into the system she would have noticed 2 years prior i had paid $350 to get an allergy test done on him to figure out what his chronic problems were caused from. And he is allergic to dust mites. She didnt even want to give me the medication i wanted. So i explained to her he needed a skin scrape done on his feet (not sure if she even did one) and that we would go from there. Needless to say she comes back and says he has an infection in his feet. Well dahh!!! And still tried to sell me all this other garbage i did not need. I told her i was only giving my dog medication and a steroid shot and all i was paying was $268 since that is what i always pay. She comes back with his medication and then it was $350. Umm wait why so much oh well you need this special shampoo and oil to squirt on his food. No take it off the list and give me his meds and steroid shot. Then they told me it was my responsibility to care for my dog and I was not doing that. With a snarky attitude like i was being unreasonable. Are you Kidding Me I have spent thousands of dollars treating my dog and I know what his issues are. All they want is to rip people off. Please if you actually want a good vet I recommend not going there and going to Belton on Aztec. I have since cancelled my wellness plan and was informed by Banfield that they are a privately owned hospital and they pay to use their name and that I was not the first to have this issues with them. read more

First of all, I would like to start by saying that I have been taking my dog to this same Petsmart for over 6 years. I have never had a problem until recently - and it happened twice!! On or around the middle of July, I took my girl in for her regular bath and cut. Several hours passed and I received a call from the groomer. She stated that my dog could not be finished because she had a seizure. A seizure, I thought. So I went immediately to pick her up. Fortunately the groomer was able to finish her cut before I arrived. I was told by the groomer, who is new - I am guessing, that my dog seized and foamed at the mouth. I asked her to describe what happened. She said after her bath, she rolled on the ground with her paws moving all around and began to foam at the mouth. I told her that my girl has never had a seizure before. I explained to her that whenever my girl gets a bath, or gets excited, she rolls on the floor and moves her paws...I have this on video. She told me that it was definitely a seizure...I disagreed, paid my bill and left. Around August 7th or 8th, I get a call from Petsmart, this is the first time they have ever called to see if I wanted to book an appointment. I thought, wow, sure. The appointment was set for August 15th. I checked her in. About an hour and half later I get a call, from the same groomer, stating that she cannot finish my girl because she had another seizure and was foaming at the mouth. I was in shock again. So off I went. The groomer told me that after her bath she seized and foamed again. She stated that I should get a second opinion. A second opinion, I never received a first opinion - groomers can't give opinions. She said that she had conferred with the local vet - I am assuming the one in Petsmart, and he told her it sounds like the dog is having a seizure. The vet did not see my dog - this I am sure. The groomer only told him the symptoms she saw. MY DOG does not have seizures!! I have had this girl since she was born. She goes to the vet regularly. I have never seen foam come out of her mouth...never!! So why does this seem to happen only with this particular groomer? It has never happened before - remember I have been taking my girl there for over 6 years! If I knew that my dog was susceptible to seizures, I WOULD tell them. Unfortunately, I will not be taking my girl there anymore. Moreover, I would suggest that this particular groomer take a look on line or do some research and see what a dog seizure looks like before giving out opinions. Let me say that she did not finish my girl the second time, and they charged me nothing. Additionally, I am on the Killeen Animal Advisory Committee, therefore, all of my animals are healthy and up to date on their vaccinations and if my girl was prone to seizures, I wouldn't hesitate to tell them. It is now September 28th and I haven't seen one seizure or any foam. read more

Beware going here. Went in quite a few times to get the least helpful help ever. Also do not use your debit card or any other type of card they force you to donate money. I am not saying that give money is a bad thing but 1 it's my money I should have the choice to give it up and 2 there is no reason I need to be scammed out of it just to use my debit card. Now I go to pet co and get way better service read more

We really like the Petsmart store but have had horrible luck with the Banfield vets in Killeen. We thought we would give the grooming section a try because we do like Petsmart in general. Well, they rate the same as the Banfield vets; rude and incompetent. read more

Our dog is 12 years old and gets haircuts frequently, and this is the most positive experience for us and for the dog that we can remember. Everyone we came in contact with was polite, friendly and knowledgeable. They were reasonably priced and our dog did not come home acting traumatized. Her cut looks great and for once someone did it in the style of her breed - miniature schnauzer. We will definitely go back to PetSmart again! Thank you! read more

Terrible, Terrible customer service!! I did an on-line order for a cat tree and went to pick up and was left standing waiting for it 10 plus minutes. I asked the girl again and she left her register to go get someone. Several minutes later the manager on duty ( I presume) comes out and starts giving different excuses on why my order wasn't available for pick-up. There were several in the aisle and I asked why I couldn't take one of them and she said to take one. Mind you it was a very large and tall cat tree and I was offered NO assistance whatsoever. The employees just watched me struggle with it out the door. A few days later I ordered another of the same cat tree on-line for pick-up thinking there's no way they were still training on a new system (that was one of the excuses). I go in and there's no record of my order and it was the same manager on duty who then accused me of trying to steal the cat tree as I already picked one up. She told me to go home and call corporate to see where my order was and i told her no you call corporate, and when she did they had record of my order. To top it all off she advised me not to order online for pick up for her store since it obviously doesn't work for me. Finally when I asked for a cart to take the cat tree out she asked me why since I had no problem carrying the other one out. Awesome service, PetSmart you should be so proud of your great employees and their customer service skills. read more