When they first opened up, my family and I were super happy. My husband and I decided that we'd get our girls their first fish from PetSmart, so we took our oldest daughter (6yr old - at the time) with us. Parking was a little difficult, but it was the opening day. We headed toward the fishes and searched for someone to help us; took a while, but we finally found someone to help us. When we had decided on a fish to buy, the girl then promptly asked us, "well do you have a 40 gal tank with a filter?" We said "No but it's not gonna take a long time for the fish to adjust to what we have. We just want the fish." I honestly don't remember which fish we wanted, but I know it wasn't the most expensive (it was a $6 fish) or specialized rare fish there. The haole girl that was helping us then said, "well, I can't sell you the fish for 24 hours until you have your tank prepared for that fish. We'd be happy to sell you all the equipment you need." My husband had experience in aquaculture from small-kid-time thru high school and was pissed off. We told her we didn't need all that and it was a simple fish that didn't need all that supplies. She still refused to sell us that fish. She didn't look like or come across as an expert in aquaculture nor did she appear to have any proper training. She just wanted to make a huge sale for the store. We didn't want to waste our time finding another sales clerk to give us the same BS the first idiot gave us. I'm not saying we had expert experience either, but enough to know how to take care of a simple fish. We walked away irritated and continued through the store just to see what else was there. As we continued to walk, my legs around my ankles started to feel itchy. My husband asked me if I felt something biting me, then I knew I wasn't the only one. My daughter, oblivious to what we were talking about because everything was new in the store, started to scratch her legs also. Since they allowed pets into the store, we assumed it was fleas and left feeling gross. We wiped our hands, arms, legs, and feet with antibacterial wipes before we got back into our car. We haven't been there since that horrid experience. That same day, we ended up taking our business to the place we initially were gonna go to - Pets R Us Too in Mililani Mauka. It is smaller but locally owned, friendlier, and A LOT CLEANER than PetSmart. We then walked away satisfied and happy. read more

Went to the Mililani store for pet supplies . Several if not all employees were talking amongst themselves near the register we were the ONLY customers in the store . Headed back to the litter area and no one was around so i grabbed the ladder and grabbed 2 large boxes of litter and headed to the cashier i had other items on my list but spent so much time looking for a employee i just went to the checkout . Behold everyone was still horseplaying around in the front . After the cashier started to ring up the sale i noticed the items i was buying was at regular price despite the large sign under the shelf saying bogo so i told the sales person there was a mistake . She told me thats the price and if i still wanted it and i told her about the sign then she just told me "well then they put the sign in the wrong place" so i told her someone needs to change the sign and she just glared at me so i left everything on the counter and started to leave and she told me "hey arent you going to put this back" i told her theres a lot of people doing nothing so let them do it . Horrendous customer service no wonder the store was empty . Now i read they have a anti off leash PB policy , even more reason for me to never shop there again . read more

I had an appointment at 8am. I showed up early too. I walked in first and two other people were seen before my dog and I. They kept telling me they were waiting for my groomer. They didn't even check us in or anything. Just ignored us. We will not be returning for any services. read more

This is my 3rd time here to use the grooming service. Each time I keep telling myself give them another chance; maybe things just operate a little different here in Hawaii. Well no more excuses for such a large chain. I've used Petsmart grooming for the last 5 years in Nashville and the services there were exceptional. The services here at Mililani is despicable. This is the 2nd consecutive time I showed up for my appointment and the groomer was on a lunch break. This is inexcusable since the appointment was made a month ago. The first time the groomer called to tell me to change my appointment time because she wanted to take a lunch. I understand people have to eat but this highly unprofessional when the appointment was scheduled a month prior. My appointment today was scheduled for 10:30am. I am still standing in the lobby waiting for the groomer to finish her lunch. I opted to wait with my dog in the lobby until the groomer finishes her lunch. It is now 11am and I am still waiting. I was told that I have to pay an extra fee of $11 next time if I don't want my dog waiting in the kennel. This is absolutely absurd in all the years I've used Petsmart grooming. I'm done. Never more disappointed at a business such as this. read more

I usually shop at Petco but decided to give this place a try. When I walked in I was greeted by an employee which was nice. The store looked well stocked & clean. BUT everything went down hill from there. I wanted to buy 2 Fish. After 5 minutes I knew what I wanted. 15 minutes passed & no employee came around. I had to hunt one down. 5 isles down I Found 4 employees. 1 of them actually working & stocking the shelf while the other 3 "supervised". When I asked for help I felt a bit of bad attitude in return when they told me they will be right there. I headed back & waited a few minutes. When 1 finally showed that employee asked what size tank I had & didn't bother to ask how many fish I had in it & just replied "your tank is already full" & "it's store policy we can't sell any to you". I felt just being brushed off. I wasted my time & left without buying anything. My first & last time going there. I feel their "policies" should be posted where it can be clearly read. If it is then it's not in what I feel in clear view. read more

Wow. I had to sign up to write this review. The customer service was that bad. After going to Wal-Mart for kitten formula, (my wife and I recently found four orphaned kittens we have been caring for, and that require "special" formula) and running out of formula, I decided that maybe the pet store would have a better selection. So we managed to make our way into the store, and began our search, after going up and down the cat food isles several times, I decided to hunt down some help. I asked one sales worker who said he would be with us in a moment. Great, I thought. We can get the formula and get home to the hungry baby kittens. WRONG. After waiting for nearly 20 minutes, I asked another worker who was strolling up and down the isles re-arranging items. He told us "Yeah, I know exactly where that is, but I am busy." so he called yet another employee to assist us, who told us, "You will have to wait. I have other customers in the cat Isle who need help." As irritated as I was, (we were there almost 30 minutes at that point) I decided to follow that employee to the cat isle and continue to wait. As he walked into the cat isle while my wife and I were walking with him, I noticed we all walked right by the formula! He actually had to walk by the formula, but two paying customers were apparently below his pay grade to help out. After I picked my jaw off the floor at the outrageous prices, we gathered our items and took a look at the check out isles. Nearly 10 people in line on a Saturday and only one register open? Great. We decided to look at other items, and browse the dog toy isle for ten or fifteen minutes. Just as we are beginning to wrap it up and head to the line with out purchases, formula in hand, the worker who walked past the formula, approached us and asked us if we still needed help while laughing. Almost 20 minutes after the fact! I would rather walk to the Ewa Beach location than bother coming to Mililani. Never again, Thanks. read more

This review is for the retail side. They have always had what we needed. The employees seem to know what merchandise they have, though they've not always known too much about the product. Sometimes they do, sometimes they don't. I have no complaints. They are close and convenient. read more

My dog is incredibly resistant and HATES having her nails clipped/ground. I can't do it myself so I have to take her to PetSmart. Today she had her nails trimmed by Sam and he was so good with her and just really patient. Usually when we pick her up whoever clipped her nails l is irritated and they aren't extremely friendly with me but Sam was very understanding and very friendly I would definitely recommend him. I think we will try to get him again next time. read more

First time in the new Pet smart and was pleasantly surprised. The products were exceptionally organized and the people were patient and friendly. I only went in to buy dog food and treats ended up spending over $100. Lol, I saw so many things in which to spoil my four legged sons with. Since I assumed I wouldn't be there long,I grabbed only my cell phone and my debit card. After collecting all my goodies,I get to the register and nightmare! The Debit Card is gone. My cashier,a handsome young man, gently says with a smile that a debit card had recently been turned in.Amazing, it was mine! The sweet customer service girl had immediately called the number on the back to put a hold on my card (fearing I'd left the store already), to protect me from fraudulent chargers, plus she got the information on how I could reactivate the card. It took only minutes before I was walking away with my beloved debit card and my fabulous new purchases. I'm planning on being a life long customer after this service, only next time I think I'll bring my whole purse. Lol. read more

This review is for the Mililani's PetSmart 6 week dog "Beginner Training" class. The first class was basically the trainer going around and learning the dogs' names and bad behaviors. I thought that at first we would of course get an introduction, like any other class, but then the introductions (and the trainer talking about her experience with dogs and her own pets) lasted for the entire hour. The trainer even apologized that it took so long to get through the introductions. I didn't attend the class to spend so much time hearing about the trainer's experience with dogs: I think it's safe to assume the trainer of the course would have some experience with dogs- but not feel the need to talk about it for the entire first class. The trainer did not check to make sure all the dogs in the course had their required vaccinations, thus potentially exposing my dog to a sick one in the class. I had a gut feeling this class was going to continue to be slow and honestly a waste of my time, but I gave it another shot anyway. I went to the second class and experienced the exact same pace and quality of course as the first class. The trainer prefaced the day with, "Not to lie to you guys, but this class is going to be really boring. We're just going to talk about observing dog behaviors." This time we spent 45 minutes (the trainer let us go 15 minutes early, despite the fact that we paid to be there for a full hour) listening to her talk about, you guessed it, her own experiences with dogs' behaviors. This course is so incredibly unorganized, not structured, and just over all disappointing and a waste of my time and money. This course needs to provide some sort of outline of what we are going to be doing each class, so that we can prepare and not waste the entire class going over something that we could have read about on our own time. I expected to have the trainer's assistance with helping me to teach my dog and them teaching my dog to do basic commands, not have a group therapy session where we sit and listen to her talk about her dogs. PetSmart claims that, "If you're not satisfied, we'll work to make it right--even retaking the class for free!" Why would I want to retake a course that I'm 100% dissatisfied with? I called the store and asked that they "work to make it right" and give me a full refund, and they said that they could only give a refund for the dates I would not be attending. I do not recommend taking this course. read more

Very clean store with a very friendly staff and they don't sell puppies but instead have a partnership for pet adoption events. I'm sick and tired of the pet stores who sell puppies and lack any sense of customer service. Worth the drive out to Mililani. read more

Poor customer service, long line, manager walking around lost. Ask for help and she passed me to someone who doesn't know nothing of the dog food i wanted because it was out of stock.. Bad attitude from the associates.. Store was a mess... read more

Every now and then I go to Mililani just to visit Petsmart. They dog toy and treat selection are huge! The store is clean and spacious and many things are way cheaper then Petco. For example, a pack of twelve Blue Buffalo dental bones is $29 at Petco in Ewa Beach. I just bought the same bones at Petsmart for only $16! I like this place! Just wish they were located closer to home. read more

i have been to the new pet smart Mililani about 5 times.....each time i go i am even more surprised at the continued service of excellent received. Today, i stepped aside and out of everyone's view, wanted to observe how the groomers treat the pets when no one is looking........i was shocked to see the love given the animals.......Pet Smart you have wow a customer for life. thank you so much read more

Called about a question that I had with online booking and Deanna answered the phone. I asked her about the rabies vaccination since we're a rabies free state. She was totally rude and acted like my question was inconveniencing her. I was looking forward to finding a place that I could take my dog to for a good grooming and nail trim and clearly this won't be the place. Thanks Deanna! Maybe try working on those phone manners. read more

I LOVE PetSmart. Great customer service and what a wonderful store to walk around. It looks and feels professional, I feel like I can look around without being pressured to hurry, or feel like I have eyes watching my all the time. I love this store and am so happy they opened over here. read more

If I could give ZERO STARS, I would. This review is for STORMY that works as a groomer. This is the first time I took my two little chihuahuas for a grooming. Why not try something new? They had a sale. While checking them in, we watched STORMY yell and scream at the dog she was working on "STOP ROCKO! NO!!!" She didn't care at all that we could see how she was acting towards the dog. All she did was complain and breathe hard yelling at every dog she worked with. Also, we had an appointment at 5:30... little did we know that it could take up to 4 HOURS? I didn't want to leave my babies locked up in a kennel. Quite traumatic experience right? But we tried it out anyway. We had Keoni and he's very gentle and sweet with the dogs. If you come here, you can trust him! He's great. I was glad I didn't have STORMY touching my dogs. Later on, we came back in to check on our babies... There she was... STORMY was working on a cute little Chihuahua named Sally. She was so rough with her... twisting her paws and then she cut her nail too much and made her SQUEAL loud and cry. STORMY didn't comfort the dog or even say sorry! She actually screamed at her and did the whole "STOP IT!" thing again. Like first of all, you hurt the dog... don't yell at her. COMFORT HER! You just HURT her. Me and my mom said something to her and told her to be gentle... but STORMY didn't care at all. We spoke to the manager because I could not stand there and watch her do that to these innocent babies. But looking at the reviews here... it looks like this behavior from STORMY just gets swept under the table. I love animals. Obviously STORMY doesn't care for animals. She has NO interactions with the dogs to even get them to trust her or like her. The poor little sally that she hurt was so scared shaking and wanting to get away. STORMY is even rude to customers. A couple came in waiting to pick up their dog and all she says is "Did you pay? You gonna pay here or if not go to the register". Like WOW no customer service. DO NOT BRING ANY OF YOUR ANIMALS TO STORMY! She is TERRIBLE. It seems like she's only working here for a paycheck. I never write bad reviews, but THIS BEHAVIOR was absolutely UNACCEPTABLE. Animals can't talk! So I will talk for them. STORMY NEEDS TO GET OUT OF BEING A GROOMER. This is not the job for her. I WOULD NEVER LET HER TOUCH ANY OF MY ANIMALS neither should you. You have to be gentle and have a relationship with the animals you work with. It's already a traumatic experience for them.. STORMY just makes it worse. read more

when you call them on the phone they always play deaf like they cant hear you! this drives us crazy and its always the same girl damn get a hearing aid already read more

Drove all the way from Kailua to do a store pick-up. When I was given my order no one reviewed it, just handed me a bag and went about their business. Problem was there was only 1 item in the bag, not my whole order. When I inquired, no one would give me an explanation. Finally a manager came over and arrogantly said I should have checked my email first. Um, I did...it said my order was ready for pick-up, so I made the drive out. He informed me that only 1 of the items was actually in stock and that I received an email saying that. I checked my email again as I stood right next to him...I got nothing except the email saying my order was ready. He wasn't very understanding or apologetic, just said "hmm, I guess they don't send emails stating the items aren't in stock...well don't worry, you weren't charged for the other items." Ok, but that doesn't change the fact that I still drove all the way from Kailua for 1 freaking dog toy. There is an obvious disconnect between the website and the actual store. Perhaps the employees pulling the items for store pick-up should be tasked with informing the customer if an item isn't available. I tried to salvage the trip out there by looking around for other items that I could substitute for my original order. The selection isn't that great and I noticed a lot of items were out of stock. I also overheard two employees talking about rigging up a piece of damaged merchandise to look like it wasn't, and one (I think it was a manager) said not to discount it unless a customer notices and complains! I think I'll stick to Petco. read more

Has the most horrible service ever!! Do NOT go here. We have taken our dog here twice and both times the groomers have managed to complain about how often we should take our dog to them. Our dog goes once a month and they want us to bring our dog as often as every week, because they can't handle how playful our dog is. They claim "he needs to get used to it." My answer to them "it's not cheap to have a dog groomed every week. Times are hard." They also charged us extra handling fee because the person grooming our dog couldn't handle him by herself and so she asked someone else to help her. I don't mind them getting herlp, but at least call me and give me a heads up. Don't wait until I pick up my dog and then tell me "oh we charged you extra." It's place is a joke!!! Petco has never complained about anything and handles our dog just fine. The only reason why we went to this place is cause they are closer to our home. WE DO NOT RECOMMEND THEM! read more

went to go drop off my shihtzu to go get groomed and one of the ladys grooming in the back was shaving a yorkie and yelling at the dog telling it to "stop moving! ugh omg!" while rolling her eyes yanking on the poor pups arm, which already made me scared and uncomfortable to leave my dog there and then to top it off their prices are crazy! they told me $57 then they add all these "extra" fees which would've came out to almost $100 or more(normal fees that would already be included into the $57) such as shaving the tight small areas of the dog, how short, how you like the shave to be/look and the nails....like seriously what am i paying for with the $57 then? just a bath and brushing? my dog was bit by something a while back that caused his skin to become burn like(hes almost 100% healed now, he uses a cream) but they had me sign a form saying that if they can't shave him good around that area(keep in mind now it's almost fully healed and hes had hair cuts after that) they told me that they're going to call me to pick him up "as is"....am i wrong for being irritated at this. read more