The customer service in the grooming department at this location is HORRIBLE. I scheduled an appointment with CHRISTINA two weeks prior to my appointment. I received a phone call from them a week later saying I needed to reschedule the appointment because they made a mistake and double booked her. So I did. Two days before the scheduled appointment I received a reminder for the appointment, however it was the wrong time and groomer. I called them back to confirm. Instead of apologizing for the second mistake, they blamed me for not specifying which groomer I wanted, I told them I did that two weeks ago. Then the actual groomer I requested for got on the phone and instead of apologizing she became frustrated and handed the phone over to her manager ASHLEY, I asked her "wasn't I just speaking to CHRISTINA? " She replied saying that CHRISTINA was overwhelmed and handed the phone over to her. ASHLEY then tried fixing the problem, but at this point I was already agitated. She then started to giggle, mind you, this is the MANAGER, so I just canceled the appointment all together. I will never do business with this establishment ever again. They're rude and thay aren't accountable for their mistakes. Customer service is on a decline and this grooming department at this location is a great example of that. read more

Amazing groomers for my first dogs flea bath for my Alaskan Huskey highly recommend this petsmart

We have used this Petsmart many times for our dogs. Last 2 baths have not been good. We had our dog bathed today. Took him in at 9 am. After no call to pick him up at 2 pm we called. Told yes he was done. 5 hours for a bath! When he was brought out his face had mats that had not been combed out. And he didn't even look like he had been brushed. He also was still damp. Ashley was a sweet heart and stepped in to remedy these issues she also offered a coupon for money off next grooming. That gesture will make me try one more time before moving on to some other facility. Very disappointing read more

Do not waste your time with PetSmart Grooming in Lake Forest. There is a reaon no one is in there! They are rude, do not have any customary service experience, and do not follow customary protocol. Use PetSmart Grooming in Aliso Viejo. The stores are run completely differently. read more

OMG! I am genuinely left wondering if PetSmart grows their employees on trees everytime I leave these stores. Today I went into the store to purchase aquarium accessories and PetSmart, yet again, did not fail to surprise me! BIG shoutout to Mike! He was a employee from the Costa Mesa store but he still had great advice that applied universally. He showed me that PetSmart matches their online prices and saved me well over $50. He was so helpful and I just wanted to make sure that he was honored for his assistance. read more

Always so disappointed with this store and unfortunately it's the closest pet store to my house. All of the cashiers will take at least 10 min to check you out, so if you're in a rush, definitely don't come here. I also made an appt to get my dog groomed at 9 am and as I arrive, the groomer is booked for my dog and another dog at 9. She said the other dog has an "express wash" and mine can wait. She said I can wait 45 min to an hour and then get him groomed. I MADE MY APPOINTMENT AT NINE! Not 9:10, not 9:15, not 9:45-so what's the point of making an appointment with you guys. I had to rush my morning to make it to the appointment, so please think about your customers, not yourselves!Grooming is stressful for all dogs, they should not have to wait to get their grooming done if they did not ask for an "express wash." I was not offered or told about this option over the phone, or anytime I've ever gotten my boy groomed here, for that matter. That's officially the last time I walk through those doors! read more

I've been shopping here since this place opened,and I have spent a large amount of money I was in the store yesterday January 25,2018 returning some item's that I purchased for my dog that just passed away of old age I wasn't asking for any cash back I have a kitten and just wanted too exchange it for kitten stuff the cashier called the manager she came over and says they don't return deer antlers with no receipt if that's true then why isn't it posted in the return policy,so I know that she is a liar she finally returned it I got a store credit while I was shopping to get stuff for my kitten I was being followed by the manager which is fine but very insulting and rude as if I stole the deer antlers and 2 other items returned I'm a hard working person that makes good money so I guess I will drive the extra 2 miles to a different store from now on,that really sucks because Flavio your dog trainer is awsome,thanks Flavio for all your help and for the manager short ugly runt go get a job with the police dept your customer service sucks read more

This is one of the cleanest PetSmarts I have been to, and they have a very friendly staff. I can't recall a time when someone didn't approach me asking if I needed help finding anything. Thye seem to always have what I need in stock, and they have one of the best dog clearance sections I have seen. I've gotten some great deals here. read more

Poor dead fish, sold in cups. As soon as you walk in, you're greeted with cups of betas, which I found few were dead, and looks like they have been dead for a while as some were starting to dissolve into the water. I walked up to the cashier with 2 of the dead ones in my hands and pointed it out. He apologized to me and said he'll have the manager come take a look right away. I'm not the one you owe apology to. Apologize to the pets you sell that you don't give a sh*t about. The ones that sat in that cup forever, not fed, not paid attention to, until it was dead, and you still did not pay any attention to. shame on you. read more

I highly recommend taking your dog for training with Jamie at this location! Jamie's expertise was obvious throughout the beginner and intermediate class for my dog. Not only was she totally capable of helping us train our dogs for all the elements of the class curriculum, she had great advice for other issues I was dealing with. Jamie was always patient and is a very good listener. read more

The store is very clean and the sales associates are very helpful (though sometimes you can't find them, which I think is poor advising/managing). Overall I have enjoyed purchasing many of my dog's toys and treats when on sale (but target typically has a better deal) read more

I am a new puppy owner and have millions of questions! All of the associates, especially one of the managers were so great! They answered all of my questions about food, toys, chews, training. Also, very open with returns if your dog does not like a particular food or treat. I highly recommend this store. It is also very clean, and rarely busy, I have never had to stand in line for more than a minute or so. I am a fan- and so is my little pup. read more

We went to take our dog today(01/31/15) to get groomed and they accepted walk-in's, but being a Saturday they were booked with appointments for the rest of today and didn't have any room for walk-in's. They were very nice and offered us other open times for either Sunday or Monday, but told them not at this time. They handed us a business card and said call and set up an appointment. We said, thank you and left to look around the store to get a new collar. This is things became awkward and frustrating, as we were looking around with or dog, the store clerks kept walking by asking if we needed any help, it got to the point where it made us uncomfortable and annoyed, is this because they didn't have nothing to do(yes, I know its part of their job, but asked us 6-7 times in the manner of 15min!), having your dog with you on a leash in the store or did they think we were going to just steal something. So we found a collar and a toy for him, walked up to the register the lady there rang the two items up, she puts them in the bag, as she's doing that she asks if I have a Petsmart card, I said, no. The next thing I know is she couldn't sell me the collar(it was $4.98) because it rang up to be .01 cent instead of the price on the tag($4.98). I asked her if I could still buy it as shown on the tag and she said, no. She couldn't explain why, that she couldn't sell it to me for either price. So we just walk out confused and frustrated with or visit there. Sure not going back there. read more

Not only we never got an apology from the manager but I got a private message from somebody who seems to be either the manager of this store or the aggressive employee attacking me for writing my review. Time to read the other reviews here and quit being in denial! Do a better job rather than picking on your customers for being honest about subpar service. Dogs who ended up at the emergency with pulled nails, cuts on their skin, distressed after being "serviced" in your store. I said it in my previous message, we had our little baby's nails trimmed here for a number of times, always watched the girls, never had an issue, she got praised for how good she was. This review was for Mathew who was not only aggressive with our dog and hurt her, but had this impertinent attitude that is not acceptable in customer service. When a dog cries in distress and the owner asks you to stop hurting her, you should have an apologetic attitude and do better, not act like a mentally deranged dude snapping back and yelling. First, you hurt my dog, second, I am the paying customer and due to my entering this store you go home with a paycheck, fool! Your manager should do a better job helping you understand this aspect of your job. These are helpless little babies who deserve to be treated right not abused by frustrated employees who simply should not be accepted on jobs like this. I cringe to the thought that people actually leave their dogs and things like this happen to them while their owners are not there. It happened with me witnessing. read more

The customer service stinks, it's like pulling teeth to get any. I recently got a new cat and told this to a sales person, said I needed all kinds of things for her, cat box, treats etc. the sales girl said "Oh well treats are on this one and the next isle is food" then she left. Instead of suggesting things to buy and showing me around. I was so put off I just bought a cat pan and that was all, why spend money at place that doesn't seen to care if you buy something or not. I have also been in the store and passed by 3 sales people just talking and ignoring me completely, not even a hello. Last but not least the lack of pet knowledge is very glaring for some workers, for example I was talking to some one about rats and their lifespans, the sales person told me they lived 9 years, when in fact your lucky if they live 3, Makes me wonder what else they don't know. I now only shop there in case of emergency. read more