They really need to be better with customer service and the wellbeing of the animals. I was up there yesterday and I went to go look at the doggie hotel area and two dogs were fighting the lady that was in there was not paying attention to the dogs I had to beat on the glass window to gwt her attention read more

Beware, do not bring your dog here! I brought my puppy poodle that is 4 months old to the date in to get a puppy grooming done. they talked me into buying the $20 puppy packet which included the free grooming. They only finished half of him and called me and said he was nipping. Like a puppy. The girl was making an excuse to not finish him because they were extremely overbooked and lost a groomer or two. They kept my dog in a cage all day long with no water and did not even let him out to go to the bathroom. They called me with an extreme attitude telling me I needed to come pick him up because he was stressed out. The woman bragged that she had been grooming dogs for 5 years as a qualifier for her educational assessment of his mental state. when I pick the dog up she did not apologize she did not say a word to me she just handed me the leash and I went on my way. As soon as we got out front my dog urinated for about 5 minutes and when I got him to the house he pooped 5 times and drank an entire bowl of water. I would say he was stressed out because he needed water and to use the restroom, not because he had been halfway groomed. Please consider another place before you take your dog here! I would not allow these people to be in charge of anything important like my dog. read more

Today, was our baby's second time for grooming! I am beyond satisfied because of his groomer (Milly) that she took care of our baby like her own! I am definitely booking back and will start saving this location as our home groomer! My dog is shaved to clean cut now and he had no any bloody eyes and scratch like he has in his previous groom. Thank you! read more

Would NOT recommend training services at this location. We signed up for puppy training in the fall of 2020. We did not realize that she would not be allowed to participate with a cone on her head (had just gotten her spayed). This was no big deal, the trainer (Wendy) told us she would aggravate the other dogs in the class. I was fine with this, and I asked for a refund for the class. A few months later, after spay wound had healed, we signed up again. I received a call from Wendy. She stated that she typically does not take dogs who have previously asked for a refund and questioned if I was really committed to training my dog. The fact that I am willing to pay $130 for training should be enough to let her know that I am committed. She was rude and arrogant. Finding somewhere else to take our dog. read more

Don't usually take time to write reviews, but this store did a fantastic job at turning around what was a bad experience into a fantastic one! I was incorrectly (and rudely) told earlier in the day by an associate that they didn't sell an item I bought there and wanted to return. I was ready to stop shopping at petsmart and take my business to petco. But when I returned in the evening, I described my experience to Store manager David and Sydney, they did a flawless job at making me feel heard and then went above and beyond to resolve the issue. I will definitely continue to be a loyal petsmart customer thanks to these 2! read more

Very nice location. Spacious, organized and clean. They were out of stock on an item we were looking for, but the associate called another location (that we would be close to later in the day) and had the item put on hold for us. read more

There are a few associates in the actual pet supplies section that are really nice and helpful. The grooming salon is a wreck. I've tried a couple of groomers and won't be going back. One was an older woman who was very nice but made my dog look awful and the other was a younger woman with an awful attitude. When I came to pick up my dog I sat outside the window and saw her being so unnecessarily rough with a very small dog on her grooming table. I paid and left in a hurry. I won't be back but if you decide to go, make sure you get the nice older lady and not the violent younger one. I think her name started with an H or maybe an L. The trainer is the rudest person I've ever met. Her name is Wendy and she spoke to me like I couldn't understand basic English when I inquired about training. Very belittling and off putting. I'm honestly not sure how half of the people there still have jobs. With so many pet supply stores in the area, I can't think of a reason to continue to visit this store. read more

Very disappointed with pet grooming at this location. Dropped off our puppy for a simple bath, groom and nail grind service. They told us it would take about 3-4 hours and that they would call when he was ready. Well they never called. We went to pick him up 4 hours after we had dropped him off and he was ready to our surprise. Thanks for not calling us. When they brought our pup out his grooming was terrible. His trim around his face was uneven and the trim around his paws was ugly beyond relief. We asked to grind his nails but it looks like they just clipped them. He was shaking and not himself. Something must have happened to him because that is not how our pup acts when he is with us. We fear he was mistreated or abused while in for grooming. All this being terrible already, they overcharged us by $25 for the service. We questioned everything and they ultimately corrected the price. We won't be bringing him back here for grooming. Looking for a mobile pet groomer to come to our house so we can watch him in our presence. read more

Grooming - just moved into the area, assumed that it'd be just as great as the one we usually go to... The first time: excellent job on the bath and brush, but literally did not pick my dog up until 7 hours after the scheduled appointment time, did not even get a phone call to let me know he was done.... Decided to give it a second chance 4 months later, this time it was 4 hours after the scheduled appointment time, no phone call, shaved him so close to the skin that he bled. I learned my lesson. read more

The hotel is fantastic, very friendly staff. They were great with our puppy who is a bit scared of everything! However the grooming salon was a nightmare. She was supposed to be groomed during her stay. The groomer came over when we checked her in to find out what we wanted done. They called an hour after giving Hera bath to find out what was supposed to be done. (I guess the notes got lost) at this point I just said dry her and we will pick her up. After two hours we still hadn't received a call. I called to ask what was happening. They said she would be ready in ten minutes. The poor girl probably sat shivering until she was dry. They trimmed around her eyes, so uneven it looked ridiculous. So five star hotel and 0 for the salon read more

Most of the people working in the pet hotel have been working there for years. They go out of there way for each dog. Even witnessed one employee go to the pharmacy on her time to get meds for a dog whose owner was out of town. Sometimes short staffed which makes check in and out a bit slow but otherwise it's good. read more

I love this PetSmart location. We've been dropping our dog off here for Doggy Day Camp for about a year--ever since he was a puppy--and he loves it. The staff in the Pet Hotel area are absolutely wonderful and they truly care for the animals that stay with them. The staff in the store are also exceptional. They are knowledgeable about the products they sell, and they provide lots of insight and choices for our little canine. A pet is a part of the family, and it's often worrisome when trying to make the best decisions for them. I feel 100% at ease dropping our dog off for camp (which always leads to a happy, tired canine when we get home) as well as for boarding, when you can't take your dog with you. Highly recommended. read more

Love the people at this store! We just adopted a new puppy and everyone has been so helpful advising us on the best stuff for our little girl. Lisa and Austin were really patient with us and all our questions and we're so excited to start puppy training with Lisa! Thanks guys. read more

Today I made a call regarding a worry I have about by pet. Something that maybe pets mart cannot solved. But I though based in my past experiences:they always give you choices. I spoke in English but my main language is Spanish. The person assigned to help me does not know any customer skill about how to spoke with customers which language in not English. I get so uncomfortable. "Sorry, I don't understand you"... But I do not generalize because I know other associates very nice and cooperative. This only happen today and by phone. We should practice more kindness and empathy. read more

Alright, so normally my fiance and I visit the PetSmart in Allen off of Stacey Road, for all our supplies, vet visits, and grooming. Unfortunately I made a VERY BAD choice and we went to this 121 location instead because our 6 month old puppy needed a basic bath, nail trim, and ear cleaning but our normal location was full for the day. Lets start with this, I will NEVER step foot into this 121 location again! When we got there to drop our puppy off me and my fiance noticed how extremely rough and forceful they were being with a few of the dogs. That should have been my first sign to walk away, but we thought well maybe they are difficult dogs to handle and our pup is very easy to handle when it comes to grooming so she should be okay. They told us it would be 3-4 hours when she would be finished from her drop off time, so we decided to go and get lunch real fast in the area. They called us an hour later to come pick her up because she was ready, so we left our lunch spot and went to get her. When we got there we waited for a minute or two until they brought her out, then when they finally handed her to us they informed us and another client that was there, that they switched our tickets.. okay easy fix they weren't paying attention, that 's not even the beginning!!!!!!! On our drive home I noticed that my puppy wasn't being herself, shes usually excited and happy but she seemed depressed, and when i looked in the back to check on her when we were half way home i noticed blood gushing from her foot!!! There was blood all over my back seat, I had my fiance pull over and he handed me his under shirt to wrap around her foot so i could stop the bleeding (it was coming from one of her nails) the shirt was very full of blood after applying pressure to it to get it to stop, looked like a seen of a horror film. We called to speak to the store manager immediately, but I guess he left for the day so we talked to the assistant store manager.. After telling her what was going on she went and talked to the groomer and it turned out that she cut the nail too short. THEY DID NOTHING TO HELP HER NAIL AND DID NOT EVEN TELL US IT HAPPENED!!!!!! We were pissed! The manager apologized apathetically, so we got the corporate number.. later that night she did call us back and refunded our money.. but our puppies nail bled for a few hours :( and was extremely depressed like all night.. makes me wonder what else happend to her? NEVER going back again! read more

Took our cavalier King Charles in. We have used them for four years without a problem. They completely shaved her. Not proper for this breed. Got refund but will never be back as will take a year for her to look normal. Don't go to Lindsay read more

Can't say enough about the wonderful staff at the daycamp/hotel. They are all WONDERFUL, and Super Friendly. I look forward to bringing my dog there every weekend. He loves it! They know exactly how to deal with him when he is wild and crazy, and they constantly update me if he misbehaves. I cannot say enough about how great they are. read more

Dropped off my pup to the Petsmart Hotel for the first time for 4 nights. At first, I was nervous about leaving my baby with strangers. Petsmart employees were so kind, knowledgeable and made this stay for my dog so much fun! Not only he had a playtime with other dogs, also treats and ice cream! We are definitely coming back. Thanks again for such a great experience for me and my pup. read more

I've been going to this store for over five years. I enjoy shopping at this Petsmart with my dog, and the staff is always super friendly. They keep the store clean and well stocked. read more

First visit here was not happy at all my husband made appointment and they told us the wrong day! We show up on time but they told us our appointment was next day afternoon somebody was wrote it down on wrong day Hummm!!! that was first mistake!!!!! And I have 2 mini schnauzer took them here and told what I want to be cut but when I went pick them up I was so upset and disappointed !!!! One look like never been cut at all accept his face just little bit of trim and another one cut wayyyy too short!!!!! The face doesn't trim right. I aabsolutely not going back to this place again! read more

Grooming- Awhile back, we brought our cockapoo here to be groomed. She had a few matted spots but nothing significant that couldn't be brushed out. Instead, of attempting to comb it out, they completely shaved her. Last week, thinking we would give them a second chance, we brought our puppy, a Cotton de Tulear (long haired dog). She had been spayed a few weeks ago which did mean we couldn't get her groomed for a bit but, only had one matted spot on her head caused by her bow. We told them we didn't want her to be shaved and wanted them to save as much hair as possible but did understand it would have to be a little shorter than usual. Instead, they shaved her bald! My once beautiful little puppy now looks like Mr. Bigglesworth (shaved cat in Austin Powers) and it makes me sick. These people obviously do not have pride in their work and don't try to even attenpt to work out the matts. It's much easier to shave them. There was also no reason for them to shave her that close because the matt on her head was about an inch away from the scalp so they could have at least given her a little bit of hair. We will NoT be going back here. read more

Dropped our American bully off on Friday in perfect health to stay for a week while we took our family on vacation. Paid for a bath play time and to get his nails cut. By Tuesday apparently he had diarrhea and threw up they call my mother in law and say he need to be taken to the vet. They take him to their vet who says he is severely dehydrated and needs iv fluids. Apparently he had not eaten or drank water the entire time he had been there but that was of absolutely no concern of theirs until he threw up because that's what raises a red flag to them. He was 13 lbs under weight when we picked him up which in their words is because he was timid. I am expected to pay for a vet bill because he got dehydrated under their care. If he didn't have diarrhea or throw up would they have even cared. They were in such a hurry to call and rack up a vet bill but never once noticed that they didn't have to feed or water him from Friday to Tuesday so much for taking him to professionals. To top it all off he did have his nails cut or given a bath because he didn't seem like he wanted to have it done. So he was returned to me with poop on his back legs and butt. Have no clue what we paid for could have just locked him in his crate at home with one bowl of food and water like they did and saved the money. We bought and brand new bag of food for him when she handed it back to be I asked seriously did he eat at all. She said well he grazed a little bit yesterday. 7 days after we dropped him off. Sorry for rambling just beyond frustrated with the quality of service and lack of care. read more

My poodle would have been visiting for his first groom at this facility and about 45 minutes before his appointment I received a call wanting to change his groomer to a student groomer. This did not make me feel very confident in PetSmart. All though the choice was mind. I felt uncomfortable with the situation and canceled my appointment. read more

I am a busy person and don't have a habit or time to write a review for any business. But this place made me so mad that I decided to write and to inform the customers of their horrible services. This place doesn't even deserve to get one star. Main problem is with the pet hotel and grooming salon. 5-6 times in a row, I was overcharged and the grooming was very poor . Nail clipping, tooth brushing, anal gland cleaning, ear hair removal were added to the bill but never was done. They claimed they couldn't do their best but I think they don't even bother to try. How hard is to do grooming on my 8 lb friendly dog ?If they can't do their best, why they charge me $75-80 per visit? A few times also they cancelled my appointments without notifying me. I didn't say anything since I was afraid they would hurt my dog. One time I talked to the store manager and she rudely defended her grooming crew. My problem was I had no choice but to use this place due to my limited time. My dog also spent 4 days in their hotel. She was not fed at all and she was 1lb lighter when I took her out. The food I brought for her was not even touched. They also charged me for grooming but they didn't do it. I am ready to write a formal complaint to their corporate office. I will never ever spend another penny in Petsmart anymore. read more

Let me start by saying I never leave reviews for places. HOWEVER my experience here was the absolute worst and I just can't leave it be. Took my dog to get groomed. Nancy was the groomers name. Not only did my dog and herself smell like straight pot after the grooming- it took me getting out to the car and almost home before I realized what it was- but my dog has asthma and it caused her to have serious respiratory problems for a few days! Thank god it wasnt worse or she could have died! I also was walking around during the grooming and could loudly hear her and some other girl with long crazy nails(name started with a J)- health hazard to the dog(she could have poked an animals eye out with those things) and incredibly unprofessional if you ask me especially for a groomer- loudly speaking badly about customers and animals in the store and using bad profanity. I'm just appalled that they have remained employed for this long. I saw the woman with the nails grab a dog roughly- I assume it was to accomodate her massive animal talons. I will never recommend this place while these two are employed there. They clearly are immature, unprofessional, and not animal lovers in the slightest. I will be finding the email for petsmart corporate office soon and copy and paste this review as these women were unacceptable and I would hate for anyones babies to be hurt or abused while those two still work there just because I didnt say anything! read more

They pet hotel staff is awesome. I travel so much and my dog is high maintenance 11 yr old Basenji.. They are awesome with her. I never worry about her care! The entire staff at the pet hotel and in the store in general provide us with such incredible customer service! I'm thankfulI, I was new to the area, and my Vet does not have the room to board our beloved Foxy! Thank you guys! read more

Our boys came home smelling HORRIBLE after a long weekend. I'm concerned they just sat in their own waste the whole time. Spend the extra money and go up to Castle Creek Pet Resort, they treated our dogs GREAT and they didn't need an exit bath. We won't be bringing our dogs back here. read more

This review is for the grooming department. If you need to get your dog groomed, do NOT use this PetsMart. I called on Saturday to make an appointment, with the "first available" for 2 dogs being today (Wednesday) at 12:30. I showed up at 12:40 (because getting 2 dogs in the car is almost as hard as getting 2 kids in the car). The girl at the counter told me that there was no record of my appointment and that I must have called another store by accident. After she herself called another store to confirm that I didn't make a mistake, she told me that they could reschedule me for next week. I left the salon and went to front to complain to the manager and was told "Well, I know they're booked today." Never did anyone apologize for messing up, they made it seem like it was my fault. I won't be going back there. read more

Bottom line - Petsmart got my dogs sick and refused to take accountability for it. I'm really disappointed with my most recent experience with Petshotel at PetSmart after years of being a customer. My two dogs have stayed here for week long visits a few times each year for years. During this most recent week long stay, on day 5 one of them developed GI issues. This has never happened before with boarding. 3 days later, at home, the second pug displayed the same symptoms. Clearly they caught something at PetSmart. PetSmart tried to claim that it was stress (which neither has ever experienced, and is apparently contagious now) As a gesture of "good faith" they offered to pay a small part of my vet bill (but left me with $230 to pay). I pay a premium to board my dogs at PetSmart because I believe they will take care of my dogs and at least rectify the situation when they fail to take care of them. Extremely disappointed with the lack of accountability, especially for a customer who has paid literally thousands of dollars to this business read more

This has to be the worst location of any dog place I've ever been to. From the banfield to the pet hotel to the grooming. Don't come here. I'm done giving them my money. They do not care about your pets. My dogs stayed at the pet hotel. When we picked them up one had diarrhea and the other won't eat. We used their food, but did not receive one phone call to let us know they were having any issues. When we picked them up they were in baaaaad shape. And it's hard for me to believe it happened the day we picked them up. This is the third issue I've had with this location. I arrive at the banfield to get him checked in. He had diarrhea mind you. He's going on the floor and they are taking forever to get him checked in. So I'm cleaning and they're pointing out that he's pooping everywhere and still going slow. My dog is shaking uncontrollably at this point. He has not eaten had diarrhea etc. I'm cleaning up his poop. He pooped all the way into the store and the store worker is giving me dirty looks. I proceed to clean up one area she's cleaning another area and looking at me as if I have ruined Her day. This place is horrible. Take your pets to mom and pop shops where they care about your pet and stay far away from this place. read more