Never taking my dog here again. They called me on the phone to give me an update on my dogs grooming and the woman who called was not aware I picked up the phone already and I can hear her calling my dog a "bastard." As soon as I heard that, I asked them to stop work on my dog and went to pick him up immediately. Unacceptable. Who knows what they do to the dogs here at the grooming salon and doggy hotel. 0 stars. read more

Reyna was the most knowledgeable and kind employee that I've had help me at this PetSmart! I really appreciated all the information you gave me Reyna, thank you so much! read more

I have been going to Petsmart for over 10 years now. I've gone to maybe 5 different ones depending on work & home at the time. The cashier at this one was very unpleasant & lacked social skills (my 1st time at this location) I went to put in my numbers for my pet perks card and it didn't go through the 1st time. This has happened before to me at other petsmarts so I suggested to her what the other associates have done in the past. She then snapped at me saying "I know what I'm doing! You don't need to tell me!" I was astonished! In no way was I implying that. Just trying to help. Even the people in line behind me gave a puzzled look. Even if I had remotely sounded bossy; Lady I'm spending $70 on 2 bags of dog food! At least be pleasant and grateful for my business. Anyway it turns out that she had not hit ENTER on her end so I could get the sale price from my pet perks. So not only did she lash out at me but it turns out she DID NOT know what she was doing afterall. That was the best part. All the customers in line behind me heard & saw this. LOL She then said "sorry for the inconvenience." How about "sorry for being rude & it being my fault anyway." I'm not the type of person to complain or give bad reviews based on 1 experience but she just upset me. I would've asked to speak to the manager but my family was waiting in the car. Avoid the grumpy mid-aged lady with glasses! I will NOT be coming back to this location. I'd rather go to Petco. read more

My dog came to the groomers to cut her nails and for a trim. My god she came out looking unproportional. The fur on top of her eyes are slanted. Her 4 legs don't look the same. I ask for a trim on her sanitary area not a SHAVE! Brian her groomer shave her butt area her groomer, I think he cut her under her eye and I didn't notice until the next day and it's bleeding. Also once I walked into the grooming area I felt something biting my legs and the floor was very dirty. I am never coming back to this petsmart ever. read more

I am new to this area and I am accustomed to going to Petco in Pasadena. I was happy when I realized there was a pet store by my house. However, when I got to this store it was nothing like the 5 star pet store I'm used to. I have a red eared slider turtle. The most common turtle there is. The associates didn't know anything about then all of them were telling me different things and they was just unfocused in giving me directions (wandering off when telling me where something is) they had one RES turtle who they informed me was sick and they didn't know why!!! I bought a 50$ heating light and a 40$ UVB light they told me it would fix my algae problem but it did not at all. I went to the Petco in Pasadena where they have 6/7 happy RES turtles and bought a 8$ algae product that fixed my problem. Maybe good if u have a dog or something but for turtles and reptiles they have little to no experience and just say anything to sell you something. read more

Took my dog the other day to get groomed and cleaned up. He kept scratching his right ear and my mom knew something was wrong. She checked his right ear and found a cotton deep down inside with blood stain inside?! WTF?! The groomer was Maria by the way. read more

Do not come if your thinking of adopting a cat or dog from the Homeless to Forever Foundation!!!! If you decide to go, I'm warning you... you may be let down. One day I came into PetSmart (on a Saturday) to buy food for my cat and saw this foundation in the front of the store trying to get people to adopt their animals. Right away I had to go see the cats that they had and fell in love with a short white haired cat. I asked one of the volunteers if she knew how old it was or his/her name. She knew NOTHING about it. I then asked about all the other cats and again said she doesn't know. How can you be a volunteer worker and not know a thing about the cats???? I was really interested in adopting this cat so I asked her if she can call someone for the adoption paper and right away showed me to the leader of the group (also known as KATHERINE). She was talking to some people so I waited to the side and as soon as she was done I quickly asked her for the paper work and she COMPLETLY IGNORED ME!!! I tapped her on the shoulder as she was walking away and asked "WHAT?!?" as if I was annoying her. I assumed that maybe she was having a bad day so I brushed it off and asked her for the paper work to fill out to adopt the cat. She literally stared at me and walked away without saying a word!!!. A couple minutes of awkward stairs from the volunteers one of them responded with "Ill go and ask if she has them ready for you". This young girl walked over their and not even a minute later handed me the papers herself and walked me through the paper work proses. I filled it out and she told me that I needed to turn it in with Katherine. Here I go again trying to get her attention by calling out her name and same thing... she practically runs away from me until I chase after her. I quickly explain that I filled out the paper work and she just replies with "will give you a call"... that's it. TWO WEEKS of just waiting for this "call" and having to go down their myself to find out what's wrong I end up being denied -.- How can they deny me if all they asked was if I have pets, if I will leave them outside, and if I can provide for them -.- I quickly ask why and she says she doesn't know why and WALKS AWAY!!!! By this time around I just want to get that poor cat out of this crazy lady's care so I walked up to the volunteer table again and this time meet her face to face and me (being the loud mouth person I am) go out on her and asking her why she's been ignoring me, being rude to me, and why I've been denied. By this time around I finally got her attention and she says she can fix it. She goes on the side and makes a call (no longer than 2 minutes, which I think she completely faked) and said everything was fine. Her sister, I believe, came to see the house and said everything was fine and I was able to adopt the cat. The thing is they already packed up and left when I got back to Petsmart so I couldn't take the cat home that day. I then received a text from Katherine saying I was able to come the next day since she said I was eligible to adopt a cat. As soon as I went in and tried asking for her she was no where to be found. As I waited I couldn't see the cat so I asked one of the volunteers where he was located and she literally told me "Sorry, someone just adopted him a couple hours ago". WTF!!!! Katherine AGREED and PROMISED me that I could take HIM home the NEXT DAY!!! Right at that moment Katherine magically appeared and I guess overheard our conversation because she just weakly apologized (by that I mean didn't look like she even cared about sending that cat home with someone else when she texted me that I could pick him up the next day!!!!) and asked if I was interested in another cat. I was done. I walked off without telling her a word and I agreed to never come back to this store again. Save an animals life somewhere else.. this foundation is the worst!! I can't believe PetSmart lets this lady run the business the way she does. read more

This review is for Jazmin in the grooming department. She is the best! Always grooms my dog as requested (and I have a lot of requests) and makes sure I'm satisfied before I leave. Dealt with other groomers before but from now on, she is the only one I will request to groom my dog. Very nice and doesn't make you feel uncomfortable when you're picky with requests on how your dog looks after grooming lol thanks Jazmin! read more

We have had a great experience with Dr. Singh at the Banfield Pet Hospital in Petsmart in Monrovia. He has been informative, answers my questions, and works well with our fast growing puppy. I enjoy the fact that we go to a location that does not have simply the "vet" association for our dog as he accompanies me to Petsmart on other occasions. I also appreciate the fact that I don't have to sit in waiting room with scads of other animals; we can always wander the store if we are early. read more

Since I brought my Cavalier King Charles puppy there 3 months ago to Banfield hospital for her first exam visit, we had come back there many times since, not just to Banfield hospital, but to grooming, and soon to day dog camp. The people there are wonderful, and my pet loves her groomer, Brian. Price for grooming is reasonable, and I will continue to bring my pet there. I am also thinking of checking out their pet hotel for pricing since we will be going on our family vacation and need a place that will care for our pet. read more

I've been having my dog groomed at Monrovia Petsmart for 5-1/2 years. Loved the grooming salon and never had a problem until lately. If you arrive 5 minutes before your appointment, no one acknowledges you. They don't attend to you either until its exactly the time of your appointment, then they check you in. So you're supposed to have some godsent six sense to know exactly what time to leave home and what traffic to expect so you do not arrive even one minute early. Today, my dog had a 2 o'clock appointment. I arrived 4 minutes early, walked into the salon, wasn't acknowledged at all. Patiently waited until 2:05 and the groomer hadn't shown up yet. No one paid me any mind. The groomers were chatting with each other about how much they spend on their dogs instead of their own education. I inquired if said groomer was usually late because I had another appointment elsewhere. They said occasionally because of traffic, groomers are sometimes late. Finally, at 2:10 groomer was ready and checked my dog in. Forty minutes later, groomer called and told me in 15 minutes my dog would be ready. Because groomer was late, I had missed my appointment with banker and had to wait until I got my turn. When groomer called, I was just wrapping up my business at bank which was one block from Petsmart. Right next to Petsmart there is a gas station. I stopped to put gas before going in the store and as I was doing so, a lady from petsmart grooming salon called me to tell me the groomer is waiting for me and can't put dog in kennel because it was just a bath service (which cost me $46 plus $10 tip). She also said next time they will charge me if I come in late! Late? Did they expect me to magically appear the minute they call? Am I expected to stand in the store and twiddle my thumbs until they're done with my dog? It hardly took me 20 minutes to reach the store.....which wasn't my fault because had the groomer shown up on time, I would have made my appointment at the bank and not have had to wait and get delayed! When I got to the salon, I inquired as to who made that rude phone call to me and lo and behold it was the big blonde lady. when I had reminded them that I had been a customer for 5-1/2 years, coming in once a month and had never been late, the short skinny blonde lady informed me essentially that being a loyal customer had no bearing whatsoever on their "policies." I said I'd take my dog to another Petsmart next time and she said all Petsmarts have the same "we won't wait one minute" policy. Not true. Called Glendora and they said they allow a reasonable amount of time, regardless of the package one purchased at the salon, for a person to arrive at the location...which makes sense. The audacity of these Petsmart Monrovia employees! To threaten to charge me extra the next time I'm "late" picking up my dog...how about when the groomer was late? Do I threaten to charge them for my time that they wasted? This salon used to be awesome a few years back. Back in the day groomers would greet you and know your dog's name. They were friendly. These days the employees lack people skills and have no idea what customer service is... they clearly show they don't care about you or your dog! Taking my business elsewhere. My dog and I love Juan and Itzel but sadly have to stop going to this place. read more

No idea why this place is getting so much flack. It's a very nice store, the staff tries hard to be nice, and they always have everything I need . Compare their prices with Unleashed and you get the same items for much less at this Petsmart. It's clean and very convenient right off the freeway. The manager and the staff are friendly and they always have a smile. I think people are confusing Banfield with the store, but the vet is a seperate business that Petsmart houses. This place is all about convenience and saving money. I can always run in there and get what I need quickly and know that I am spending less money than every pet shop nearby. read more

I love this place! Petshotel - Doggie Day Camp and Boarding are excellent. They are so attentive and loving to my 3 dogs. Training and Grooming are excellent as well. read more

I've been putting off writing a review because others have said what I'm going to say, but today was the last straw. All the other employees at this store are fine. However, the older lady with glasses, I think her name is Terri, needs customer service training. She is the reason I usually go to Unleashed across the street, but that's a small store so sometimes I need to go to Petsmart. If she is cashiering and another is open I'll avoid her. She is rude, probably without knowing it because I believe that's just her personality. Others have commented on her demeaner and tone of voice -- she just grates on you. Petsmart's version of Nurse Ratchet (from an old movie, One Flew Over the Cookoo's Nest with Jack Nicholson) efficient, knows her stuff (or else I'm sure they would of fired her long ago), but just deadly with it comes to dealing with customers. Other than her, the store gets four stars -- pet hotel, grooming, and Banfield Vet -- pretty much all in one store, even if you could debate the quality of services. read more

My dogs have loved coming here for years, both to the groomers and to the pet hotel. While we've had good experiences for a while, our latest was outstanding. Mya at the pet hotel went out of her way to help me with a tricky timing situation and was so kind and helpful during a stressful time that I was brought to tears. This is customer service like none other! The manager (big, buff guy) was also super helpful and pleasant, but Mya was the star of the day! My dogs love it here, and now I do, too. Thanks, PetSmart Monrovia folks! You are awesome! read more

This review is again toward the old lady name Teri. She called me loud in store with all other customer around - and accusing my dog peeing at the aisle while my dog was just nervous to be in the store for the first time, and because been nervous , my dog was crawling next to the shelf display. Poor dog is 1 year and 6 month old and just adopted from the shelter 6 month ago. She still feel nervous when going out to stores, so we are trying to take her out little by little. After Teri realized that my dog did not pee at the floor, she change her statement by saying " oh, its very dirty under the display shelf, don't let your dog go under" while she still staring all around the floor trying to find the evidence to accuse the customer one more time. Its often to see dog do their business in store, and we all know that we need to clean up after. It should be a nicer way talking to customer. I end up buying nothing from there and went to Unleashed Petco. Despite the dog food there higher price than Petsmart, I will be glad to pay for higher price with better service. Oh. btw, she does not even said sorry when she found nothing at the floor. Update 10/17/2015 I am updating the review, and want to thanks to the Store leader Mr. Jose Tapia who take the issue seriously and addressed it accordingly. He does show the passion and love to the pets. Thank you. read more

Very disappointed. I called to reserve a product, making sure to give the item number to avoid confusion. I was happy to hear they had the product and would hold it for me. When i got to the store, it was the wrong product, the product i wanted was unavailable in their store. The man i spoke to (unkempt beard, glasses, 40s) didn't offer to try to rectify the situation or even call another store for me, even after i explained i drove 40 minutes just for this product. Don't tell customers you have something you don't. read more

If I could give them less than one star I would. Refused to sell me a small goldfish because my tank was not 29 gallons or bigger. The staff should be trained.... read more

The PetSmart Hotel is terrible. Awful customer service. I took my two doggies and I feel they did not get treated very nice. One of my dogs ended up having an upset stomach and both of them when I went to go pick them up ran outside PetSmart to go to the bathroom and they both went for a long time. Made me think how often did they take them out for potty breaks? I called the manager and he was no help. He told me he would check the log in sheets to see what time my dogs got taken out and he did not call me back. I called the corporate office and another manger called me and he was also no help . I took snacks to be given to them and their blankets and I found the snacks inside the bag when I picked them up. They gave terrible customer service. Poor dogs that stay in that awful Hotel. Please, do your research about where to leave your furry family member . I also do not like the fact that you can not go inside the hotel and view for yourself how the rooms are. Once they take them inside we have no idea what those so called rooms look like. I will be doing more research on doggie's hotel. read more

I love the Monrovia PetsMart doggie day camp. My dog, Bailey, loves the interaction with other dogs. The staff -- Ozzie, Chelsea, Claudia, Amanda are the best. You can tell they are real dog lovers. read more

I brought my pet in to see Doctor Hanna and she was unable to accurately diagnose the problem and instead persuaded me to purchase over ten different prescription medications which I later found to not only be for symptoms that my pet did not have, but to be nonrefundable as well. If your intention is to give your animal as much medication with as little results as possible then I gladly suggest you go to Banfield in Petco. read more

Run from this place. They deserve to be closed. I took my dog there for daycare and when I went to pick him up find out that for almost 9 hours he was not taken out to use bathroom, not given toys or treats that where provided, just locked in the cage with no consideration what soever. I wish I could do minus 10 stars, this place doesnot deserve any. Please think twice about using it. read more

This review is only for the cat adoption with Homeless to Forever. I have had cats consistently for 30 years. Our cat died a few months ago and were looking for a new cat. The application process is ridiculous! There were at least 40 questions and some of the questions were a little too much! I took the time to fill it out and got denied! Why? Who knows? they don't tell you or get back to you! They want to to agree to get their teeth cleaned every year, they want to know how much you will spend on them if they get sick, if you keep your windows and doors shut and how you will teach your kids to keep them shut, how you will teach the cat to go in a litter box if it does not know how....those are just a couple. they did not say they had to be indoor only (I let mine out during the day). If that is the case, they should tell you so you don't waste 45 min's filling out the app. So many cats need homes and mine is a great home and the cat would have had a wonderful life, but it is sitting in a box instead....sad.... read more

This review is for grooming department. I been taking my dog here for a couple of years and I don't even live near this branch. I live in LA and it's a bit of a ride but totally worth it. They always clean the ears really well and the hair is evenly trimmed. I can't say that for other places I have tried. They always make my dog feel comfortable. Very professional, polite and friendly. read more

I usually try to stay away from outsmart but I'm in the area a lot and sometimes I don't have time to go to my usual place to get food so I stop in here. At least it's a little better than the pasadena location. Its always clean and I can get in and out. HOWEVER, there is one bitchy cashier that I've had a few run ins with and looking at other reviews I can see I'm not the only one who's had issues with her. She has a terrible attitude and is always super rude. If you shop here beware! read more

Grooming department told me I could not bring my 6 month old puppies back to have her nails trimmed due to lack of training Sara was not nice or friendly at all and has a very bad attitude I've never been told I could not come back anymore.. read more

All of our experiences with Monrovia Pet Smart have been just great!! My beautiful Kobie is a sweet golden retriever puppy. She needs to play with other puppies. The very helpful associates have coaxed her to play. She loves the associates also. When we go to purchase food, I get help. When she gets groomed, it is an excellent job. I could not be more pleased with the training classes we also attended. I am proud and happy that Petsmart has moved into Monrovia and we have had excellent customer service. The best thing I can say is I trust Petsmart Monrovia to take good care of Kobie when she is at Day Camp. She always is so happy to come home, but she also has a good time with the associates, then the puppies. Tina A. read more

I have been going to this petsmat since just aspfter it opened. They are very friendly. I have been to doggie day camp and my dog had a blast. I also go to the Banfield hospital. They are very friendly there. Reasonably priced. My dose love their Dr. Dr.Hanna has been very helpful. She is kind and compassionate and very understanding about my finances. She even informed me that they match perscription prices. She has no problem writing a prescription for me to fill at Walmart.She has helped me with all my dogs. The Wellness program is awesome. I recommend this program to all my friends and family. I also recommend this Banfield to my family and friends. Certainly has been a more affordable way to take care of my dogs. read more

I am a Petsmart customer for whole life and was happy to have Monrovia one close to my house. Recently the last couple visits was horrible. The cashier is so rude, mid age lady name TERI always offer the worst customer service ever, she always try to pick on customer negative side. She act like all the customer there are stupid. only she know more about the dog behavior and eating habit, I really wonder if she ever had a dog in her life, as half of her statement are not accurate and she kind of force customer to follow by her ( and not follow by my vet) . Petsmart - by hiring an un qualified staff, is ruining their own image and reputation plus they will lost not only one customer - but 5. all my family will stop visiting the store. read more

We're new to the area and so we tried PetSmart to take care of our dog while out of town. They are very expensive and they don't give you much. The price did include our dog going for a walk, but if we want our dog to socialize with other dogs in a room they have for that, then they charge extra. So they charge a lot for our dog to just sit there lonely!? And if we want the dog to be around others we have to pay even more!? Every place we've used in the past always included social time with other dogs and walks at no extra cost. It's ridiculous that they make you pay for these little so called extras when it's normally included. We won't use this company again. I'm sure because they're a big corporate company they think it's ok to nickel and dime people but I won't give them business. I'm going to find a place that is family owned and includes the things that should be included with the regular cost. read more