This review is specifically about the Mountain View, CA store. The manager is unhelpful, unresponsive and has no customer service skills. Like the leader, the remaining team was just as bad. No one helps, you wait in the aisle as they tell you they will get some help. I had to ask 5 times to get some help. The manager finally shows up and is totally clueless about any products. The grooming salon staff is even worse. They are rude and not warm to you or your pet. They make you think that they really don't want you there as they may now have to work. With the current economic situation, you wonder how these people have jobs when there are so many people who would love to work hard and be thankful to be employed. Reading the reviews before me, I discovered I am not the only person with bad reviews about this mountain view store. Chose another store location!!! read more

Good service and friendly staff. The PetsHotel play area is small; okay for small dogs, but not enough room for big dogs to play. Recently, the store was short on Eukanuba special breed dog food, which was inconvenient. Prices are okay. read more

I have lived all over the Bay Area and have visited many PetSmart locations ranging from san bruno to mountain view. We have had pets going from fish to a puppy that we got few weeks ago. Before heading over to pick up the puppy, I stopped by PetSmart in Mountain View to schedule a vet appointment for my new companion. I wish i remembered her name, but the lady at the desk was beyond sweet. She asked for a photo of the dog and commented on how nice the name was that we picked out. She was very helpful in scheduling my dog's appointment in a way that worked for me. After, i browsed around the store to pick up a few necessities such as a crate, blanket, training pads, and a toy. I was greeted by about 2 employees during this time, both of which were very sweet. The lady who helped me last offered to help me carry the crate to my car after purchasing, although i could have done it myself without a problem. The offer was very thoughtful. I came back to the store later on that week for my dog's vet appointment with Dr. Beddell. The nurses and the doctor himself are all very well informed. I honestly thought that my dog would be freaking out at this appointment, but she was giving everyone kisses. After the visit, i stopped by the trainer's office and met with Denise. Very lovely lady and very informative in her area. I also met Ariel, the trainer, and his beautiful dog Cookie. I instantly decided to enroll into the class because of how my dog reacted to them both. We then said hello to the PetsHotel where we met Youssef, the manager. No wonder he is manager, pets love him. All in all, i have had the best time visiting this particular location. ALL of the staff are friendly, some are more informed than others, but they all make the effort to help you. And this applies to both sales, PetsHotel, Banfield Hospital, and i am sure Grooming as well, although we have not had the pleasure of visiting them..yet. :) Will be back many many many times read more

Much praise due to a young man employee named Tim. After returning a cat tree that did not grow cats, we were on the verge of refunding the item. Other employees were not able to find what we were looking for, but he found it in the store room. Cat and wife happy with the new purchase. read more

If I could do 0 stars I would. I left my dog here for doggy daycamp and within 2 hours, he was attacked by another dog. The whole situation was handled very poorly. read more

I have been having my dog groomed there for almost a year and was very pleased until today. The grooming usually takes an hour and a half. We arrived at the store at the hour and a half point, told the groomer we were there walking around. An HOUR later, after walking around, watching the groomer work on another pet, never check on our dog in the back, we went in to ask about our dog only to be told he still had to have his nails and teeth done? So now we have a two and half hour grooming, and over and hour of it with no attention to our pet? When we finally get called and go to pick him up, the groomer then starts aggressively telling me from across the room that grooming can take 3 to 4 hours? Since WHEN? and it is because of the way I scheduled? Since when? I have always scheduled the same way? with the same groomer? And to make it worse my dog has been lethargic and traumatized ALL night! Which has me very concerned about what went on there today! Time to find a new groomer! BEWARE! read more

Love this petsmart, the fish department is excellent they take good care of the fish and the sales staff is knowledgeable and helpful not to mention personable. We have gone to many other fish stores in the area not really getting the same level of service. So when the time comes to buy supplies or find a new tank mate they are always my first choice. read more

Store: 4 stars for cleanliness and helpful staff. Would be higher, except some of their prices are a bit high, and they always seem to have a problem when it comes to redeeming coupons. Training: 4 stars. Grooming: 2 stars. Used to be great (5 stars) when Karen was there and headed the grooming section. But since then it's been all downhill. The staff seem so unmotivated, unfriendly, disinterested and disorganized that I would never leave my dogs with them for any length of time unsupervised. I now only take the dogs there for nail trimming, which so far has gone okay. PetsHotel: 3 stars. The staff seem friendly, and the place seems clean. I would rate them higher, but some staff members recently have seemed a bit too careless or carefree to the point of completely disregarding valid customer concerns. Two visits ago I did not get a report card on how my dogs did during their stay. When they got home, they were lethargic and sick, refused to eat for days, and one eventually started throwing up. A visit to the vet revealed they had clearly picked up some sort of stomach bug from another dog during their stay. When I called to ask for their report card and to see if any of the staff noticed anything out of the ordinary, no one would return my calls. Failing to call back when a customer is concerned about their pets' health is unacceptable. On my most recent visit, they did provide a report card, but they also returned some of the food I had brought for the dogs to eat while I was gone. I asked why the dogs were not fed, whether they had simply refused to eat, or whether they were given different food, and the young staff member just blew me off and made a joke out of it, asking me if I would like him to eat the leftover food instead. Someone needs to teach the staff about customer service, demeanor and responsiveness. read more

I rely on their Doggie Day Care to give my dog a break from apartment life during my long hours at work. They are extremely well organized, well staffed, clean and seem to adore my pet. Their daily price is also far less than others I have found locally and food in included. My only concern is that my dog often comes home VERY thirsty but that doesn't seem to reduce her love of this place read more

First I want to say that there's probably tons of PetSmart locations that are nice and good. Also, that the actual retail store part of the business at Charleston Rd. is fine. The manager is nice and kind. Having said that, God help you if you ever have to leave your pet at the pet hotel at this location! Believe me I know whereof I speak. Your pet will forgive you, but YOU may not be able to, once you find out how bad it really is here. There are some very nice people working even here. The manager, Youseff Aktam, is not one of them! He campaigned to have my dog refused admission after 2 years of patronage, because my dog is old and blind and they never seem to have taken him for walks, so he would sometimes ''go" in his cage! Youseff didn't like this. He refused us admission one day after trying to convince me to leave on my own without success. I was running late for work. I was a nanny to two preschoolers who needed me. (My dog cannot be left alone because he has panic attacks if he is left alone.) Pet owners, if you love your pets, Go ANYWHERE else than this pet hotel! Possibly excepting Alta View Animal Hospital! (The place PetSmart recommends to people they are trying to get rid of. It is almost as bad). There are nice places. But God knows I couldn't find any! I didn't know about Yelp then. Partly because of losing my dog day care, I lost my nanny job. Now Odie and I stay home together. He is getting better every day, God bless his brave little heart!!!! But when I think what I put him thru, day after day! Don't do this to your little Braveheart! Youseff's place also were technically instrumental in my daughter-in-law losing her Pekingese a year or two earlier than she would have! Tho she was 15! I am not making this up! PetSmart can try to sue me, I am telling the truth! They'd be better off suing Youseff and his henchmen for bringing down a mega-corporation single-handedly. read more

We boarded our Golden many times here over the past several years. The pet hotel staff seems very competent, and they've come to recognize Callie and treat her warmly when she arrives. She's always very excited to visit (but, she IS a Golden, after all). No complaints; better than boardiing at a vet. On the other hand, I'm none too fond of the Banfield clinic, but that's for another review. read more

I took my rescue Cocker Spaniel in December 2012 for bathing. It was the first time to take her for grooming 2 weeks after I adopted her. I didn't know that she has SUCH a sensitive skin! I'd recommend - If your dog has/might have a sensitive skin too (if you have a cocker, you must ask this question!), ask them if they have a oatmeal based or hypoallergenic shampoo, otherwise bring your own shampoo! so that your dog will not scratch crazy and have rash very next day. I agree their price is cheap (about $25 for just bathing), but I paid extra $ (about $160) for emergency vet (as it was after 6 pm and I haven't had a primary vet yet at that time). If your dog does not have a sensitive skin or if you want to save $, this might be the place for you and your dog. And, one more minor thing - Groomer's notes on her visit said "...was good for everything. sweet boy :)" well, my dog is sweet, but not a boy, it's a girl. Meh. read more

Took my puppy for boarding and grooming. Both were a terrible experience and I will never be going back. When I picked up my once fluffy Wheaten Terrier they had shaved off all his hair down to the bone. There were literally bald patches and streaks up his legs like they had lost control of the razor when cutting him. When I asked why they did that they said he had some knots in his fur, but it looked like a child had gone crazy with a razor. They also told me that he had been eating a quarter of a cup of food a day. He was there for four days and they didn't bother to call and let me know that my poor dog was not eating. I would have told them to go get some wet dog food and I would have paid for it. They even have a policy that they are supposed to call you, but I got nothing from them. I have never seen my poor puppy so anxious to get out of a place before. I would strongly suggest not taking your dog here. I was warned and I wish I had listened. read more

Don't leave your dog at this pet hotel. Terrible!!!!! I left my dog over there for two weeks, she lose 2 pounds (she was 12 pounds). I'm lucky enough that my dog is live. When we took her back home, she was keeping drinking and eating. I wonder if they gave my dog's food to other dog or any other reason to make her so thirsty and hungry. read more

I would not recommend the pets-hotel at this location to cat owners. When we checked our cat in for a 10 day stay they; cut her claws without consulting us, lost her brush and nearly lost her carrier. She came back to us upset and unkempt. She has been to other boarding kennels in the past, but never come out like this. When we dropped her off, we brought in extra cans of cat food (she is a bit fussy about her food), her brush (she likes a daily brush) and her carrier. When we picked her up they had to ask if we had brought her in with a carrier. Our brush and extra food was not returned to us, suggesting that they don't keep track of their clients belongings and probably don't feed cats the food they were provided with. At $15 per day pets-hotel was inexpensive, but we would much prefer to pay more for quality service elsewhere in future. read more

PetsHotel: 4 stars (it would be 5 if it wasn't such a 'chain' experience. wish the camp areas were bigger, and had more places for the dogs to take a break from each other.). I have been bringing my rescue dog here for 4 years. He's had different health and behavioural issues over that time, and can sometimes be a brat to the staff (he'll growl and nip at them if he wants to continue his nap time instead of going back to camp). They've worked with him. The different individual staff members have alerted me of issues and made good suggestions to modify his schedule, or let me know they'd given him a 'time out' because camp was getting too stressful for him. What I really like -10+ sets of eyes on my dog during the day makes me feel much better than some of the smaller day cares I went to. -Constant cleanup (although I wish it were 'greener') -The hours: there are times when I'm first to drop off and last to pick up. I recently had to leave my dog there for a week with a major bout of raw hotspots all over his legs - he was miserable. The staff kept up with the sprays and shampoos, and updated me regularly. I returned to a cured dog. What a relief!! read more

This is to help others BEFORE YOU BOOK WITH PETSHOTEL. Their system let me book online for my cat to stay with the PetsHotel folks and I got a voicemail four days later that they were unable to accommodate my request. This was over a three week reservation and they had no other suggestions. I'm very disappointed with the customer service and that customers who book online aren't priority and that they don't have a system that prioritizes or verifies whether or not there is availability. I have a screenshot with the original verification and I plan on attaching it here. Also after 45 minutes on the phone they were unable to resolve my request. They are horrible and have no transparency between their call center and the hotels. Both Vic and his assistant manager Edgar were unable to help me or find a solution. It was a horrible experience. read more

Dog owners beware of the Petsmart Pet Hotel in Mountain View, CA: A core competency of any kennel is to make sure when the pet owners arrive to collect their pets, the kennel is able to locate them within reasonable amount of time. My wife and I did not have this experience yesterday. After three employees circled the kennel area several times, the only thing they could tell us is that she is somewhere in here, but the truth was she was in the grooming salon where she had a bath at 8 am and we arrived there at 4 pm. A Petsmart trainer took upon herself to try and help us and was nice enough to call the grooming salon that informed her that our dog was not there. She physically went over there and found our lost dog. Once she was located, we had a discussion with the manager about our ordeal and the only response he had was he believed this to be a communication error. We will not be taking our dogs to this kennel again and I would not recommend them to any of my friends or colleagues read more

My dogs stay regularly at the pets hotel. The staff is really great. The best customer service story though is when the manager of the store helped me assemble a car seat I bought there. It was a little tricky and had no instructions. He stayed with me until the job was done. Overall, you can't beat the service you get in every part of this store, including the vet, the grooming salon and the caregivers in the camp. read more

Think twice before boarding your pet here at the petshotel. I boarded Maltese here for 4 days this past Labor Day weekend, and he came back infected with severe bronchopneumonia and smelling his pees on his side. I could see the area where it was wet with pee and it's probably from the floor while he was laying down because the area is side back he cannot reach by himself. The more severe thing is the infection. He's now on antibiotics for a few weeks, really frail, doesn't eat much even his favorite treats and snacks, just in a generally sad state. The vet said he should recover back to normal after a few weeks, but you can imagine the distress this has caused. He was even coughing when I retrieved him from petshotel (I didn't know what he was doing was coughing at that moment because I haven't seen him doing that before), but all I told from petshotel is he didn't eat much in that morning. Of course no apology, not even mentioning that he was coughing. I definitely got all the required vaccine prior to board. Do your pet a favor, don't take chances with a pet hotel like this. Your pets are not well monitored and there's high chance of infection from lots of other dogs there. You better get a pet sitter. read more

A crazy manager prohibited the cashier from even trying to scan a gift card that we got as a bonus with a previous purchase of Science Diet food. Never shopping there again. read more

I used this place a year ago once and I never went back again. When I picked up my dog he looked sad and quiet. When we got home I discovered he was limping as he walked and being a German Sheperd Dog, he loves to run but he could hardly move. This is on top of the totally unfriendly attitude of people at the desk when I picked him up. No wonder they were trying to get rid of me as soon as they could before I noticed my dog was limping. Later on I discovered my dog had a big bruise on his right leg hidden under the hair which almost got infected. They refused to accept any wrongdoing when I called to tell them about the bruise. They did not say anything nice like they feel sorry for the dog. If you love your pet, do not take your pet there. read more

I've shopped at other PetSmart stores, and visited their groomers and never had a problem. This location, however, is awful. I've been there three times, and every time something gets under my skin. Usually it's just an incompetent cashier (ringing up my items incorrectly, not knowing how to process a coupon, being incredibly socially awkward). But the grooming salon is the WORST! I moved here from out of state, and I was looking for a local, independent groomer that was reasonably priced. My dog really needed a grooming, and I couldn't find a local groomer right away, so I made an appointment with PetSmart. I'd used them on & off for grooming back in the midwest, and while I prefer an independent groomer, their service/price has always been really good. But this experience was bad all around. My appointment was for 7am, and when I arrived 5 minutes early, the store was open but the lights in the grooming salon were off and no one was around. Another customer was waiting in the dark when I got there. Ten minutes passed with no one coming to help us. In that time, THREE employees walked past the grooming salon and made eye contact with me, but no one checked to see if we'd been helped. I finally went to find someone. There was a girl standing at the Banfield desk, and I asked her if anyone was working at the grooming salon. She snapped at me and said " I don't work for PetSmart, so I wouldn't know." Ugh. Really? I don't care who issues her paycheck, she works IN THE BUILDING, and she had obviously seen us waiting for that last quarter of an hour. I asked her if she knew where the manager was (as it was now after the time of my scheduled appointment), and she told me I could ring the doorbell for the salon. I reluctantly took her suggestion, but as I suspected, the doorbell rings inside the salon, and not throughout the rest of the store. This was useless, as I had been waiting IN the salon for about 15 minutes already. Just as I was about to go searching for an employee with (hopefully) better customer service skills than the rude girl at Banfield, two young guys (late teens/early 20's?) walked around the corner toward the salon. They were laughing to one another, and they were not in uniform. They looked like they had just come from smoking a joint in the parking lot. I was horrified - were these the groomers??? Unfortunately, yes. I would have left, but I didn't feel like I had much of a choice. The two independent salons I'd tried did not have any available appointments, and my dog really needed a haircut. When I came to pick my dog up, his hair cut was fine, and matched what I'd asked for, but he was on the ground, hooked up to the table leg on one of the very short grooming leashes. The employee (now in uniform) told me that my dog kept going to the bathroom in the crate every time they put him in the back, so they kept him hooked up out front the whole time. This didn't make a lot of sense - I had walked him before we arrived & made sure he had used the 'bathroom' several times before his appointment. Also, he gets groomed every other month, and has NEVER had this problem anywhere else. The employee recommended I do an "express groom' next time for $11 more, and they finish in an hour - this way they wouldn't have to put him in the crate where he would pee all over his clean coat.... I don't mind paying the extra $11, but something tells me he was nervous or unhappy if he was behaving that way. They also said he nipped at them when they were drying his hair. Again, he has NEVER done this before to another groomer. I left with an incredibly bad taste in my mouth, and decided to not use the grooming salon again. After reading some of the other reviews, it sounds like these same two young guys are consistently the problem. Completely unprofessional, and apparently abusive....scary! read more

Do not go here to buy pet fish. They have dead fish in their aquariums, which should have been a warning sign to me, but I thought well maybe that is just that section of fish. NO! the man who fished out my neon tetras was sloppy and unnecessarily rough with the fish. Then two days after I introduced the new fish into my already established and healthy tank, we had an out break of Ich that not only killed the new fish, but also my three other tetras already had. I admit I should have put the new fish in isolation, but I don't have an extra tank and that was something I had to find out by research later. If you ask the people who work there they'll insist that its safe read more

I LOVE petsmart. It's like my Target for my animals. The only reason I come here versus Pet Club is their variety and their killer return policy! They take back food even after you've opened it! Thank God for their policy because I have some fussy cats. Yes - Pet Club is cheaper and is good to get some staple items. But if you want to try out something new and you're not sure if your pet will like it - then PetSmart is the place to go. I come here all the time - sometimes just to stare at all the kittens they have during their adoption fair. Note to consumers - please check carefully before you buy large items. I found a stain on my cat bed. Also, I bought a high end cat carrier, only to find a cheaper cat carrier stuffed in the bag in place of the real cat carrier. PetSmart was great and refunded me but I am appalled and disappointed that someone would do something like that. That is just straight GHETTO. Obviously some GHETTO customer bought two bags and placed the cheaper one into the more expensive one and then returned it. Venting aside, I LOVE this place - really there is little to complain about a place that helps you pamper your pets! Plus they are always there to give you helpful advice and tips! read more

I WISH I COULD GIVE NEGATIVE STARS FOR THE GROOMING DEPARTMENT! I witnessed a young, heavyset, Hispanic man (about 19 or so?) working in the grooming department while I waited for my dog at the banfield pet hospital. He was grooming, er, abusing, a small king charles cavalier type dog (maybe small/young cocker spaniel?), black and white, trying to comb through her facial hair/whiskers. She had eye gunk in the fur and instead of washing it, or moistening it to comb the gunk out, he grabbed her by the neck and furiously raked a metal comb through the fur. The dog was trying to jump away and was SCREAMING in pain. I watched this awful man hurt this dog so badly. I know little dogs can be fussy and sensitive, but this dog was in absolute misery. I'm a soft spoken person and this guy infuriated me. I stormed in there and started yelling at him. I said "would you be treating that dog like that if the owner was sitting right there" he just stared at me and I said "EXACTLY!". I threatened to file a formal complaint and he said "go right ahead". I spoke with the store manager as I cried my eyes out. She went in and talked to him and then another manager also went in. About 5 minutes later he started grooming another dog and I was very disappointed that he wasn't fired, or ATLEAST sent home for the day. His behavior and treatment of the dog was atrocious. I wish I remembered to pull out my phone and take a video this horrible incident and I would've taken it to the SV-SPCA. PLEASE DON'T TAKE YOUR DOG HERE! If you MUST, STAY AND WATCH! Do not leave your dog unattended with these people. I still tear up as I think about what I saw. 5 STARS FOR THE BANFIELD PET HOSPITAL The receptionist, vet tech, and vet were SO NICE! So professional, kind and gentle with my nervous Chihuahua. I signed up for the wellness plan (which requires a year contract) before I even saw the place so I was nervous that I would lose a lot of money if I didn't like them. I am thrilled to pieces with the care, knowledge and professionalism they showed with me and my dog. I will forever be a happy customer at the Banfield Pet Hospital. read more

This is a review for their daycare which is constantly understaffed resulting in staff leaving your dog in a crate instead of in the play area. Twice I've been promised my dog would get playtime and both times when I've gone to pick her up I've gotten apologies that they were unable to staff the playtime. Won't be going back. read more

I had the worst experience for my two Maltese dogs, they stayed a week when I picked them up they reaped of urine, I took pictures of their eyes they haven't been the same since.they are depressed anxious.afraid and when they charged me $749.00 I asked management to call from corporate. No call I hav e documentation of this as well as many requests to have their corporate office contact me. NO RESPONSE. I HAD CALED TWICE A DAY AS WELL AS A FRIEND CALLED TO SEE HOW THEY WERE ALWAYS OK.WHEN I DROPPED THEM OFF I ASKED TO INSPECT THEIR QUARTERS, AND WAS TOLD THAT I COULDN'T SEE THE AREA.MY NEXT STEP IS TO HAVE THEM INVESTIGATED, . AS THEY LIED ABOUT THE EXCELLENT CARE MY DOGS WOULD .MY MALE HAD HAD PROBLEMS WITH HIS EYES AND FEET EVER since.iI have asked for my money back as well as compensation for the grooming that was never done.as well as the new beds I had to purtchase for them as their beds reaped of urine and fesses . Perhaps some people treat their pets like this however my dogs are family and were treated like they were just junk. The blatant rudeness of their upper management,t shows that this is all about money and they will have to find out that money will not seal a good reputation,. I will also will be contacting the better business bureau as well as the NATIONAL CRUELTY TO ANIMALS, HOT LINE FOR AN IMNVESTIGATION. HAD THESE BEEN CHILDREN INSTEAD OF DOGS THAT I HAD INTRUSTED THEIR CARE TO THE CHILD PROTECTIVE SERVICES WOULD BE INVESTIGATING THIS WHOLE INCIDENT,.THESE DOGS ARE .MY CHILDREN AND SOMETHING HAS TO BE DON E ABOUT THIS and an Investigation h should inso by the state of California I also intend to get my money back and place a complaint to dept of animal protection. More than anything I am saddened by the fact that my dogs haven't seemed the same for over Two months now. read more

After taking my very healthy 8 mth old english bulldog to the pet hotel, he came home with a myriad of issues. First they sent him home with a peed on bed. So being there for 3 days. .when did this happen I ask? Of course they dont know which means he could have been sleeping in his own urine! Sick! He had a bad ear infection, completely dehydrated, giardia, and closterial (spelling?), oh and he was pooping blood . not good. He has a very bad bacterial infection. He is on 3 meds. All of which I hope rid him of this yucky feeling. He is getting his appetite back whick I am so grateful for. Thank you to the emergency vets at Adobe Animal Hospital!! I have already sent a complaint to the BBB of Silicone Valley in hopes someone takes a good hard long look at this facility and either shuts them down or forces them to make some desperately needed changes. DO NOT LET YOUR LOVING PET GO THERE. THERE STAFF HAS NO IDEA WHAT THEY ARE DOING!!! Not only did I spend $118 to board him but also $358.00 in emergency vet bills!!!!!! Don't let this happen to you. I would put no stars but have to put one to publish this. read more

Bad experiences! The reason I go here because it's close to my house, I have been here for few times, the stuffs are so rude, and they don't care about your dogs, they put my dog for timeout for more then 6 hours, and they didn't give me any explanation! And later I found out the people in the dog park also having the same experience in here!Never ever go back again! DO NOT COME HERE!!! WASTE YOUR MONEY!!! read more

Terrible service. Wife dropped off dog before work and paid for service. After work I went to pick the dog up. First PetSmart wanted to double charge me. Back and forth conversation about the bill already being paid. PS finds the record as says"Oh". No apology ...Then I ask for the leash. I am told the dog was dropped off without a leash. The dog never goes outside without a leash. I get back home and wife asks "where is the leash". I call PS back and same lady says "oh it must have been placed away...."no problem"...Yes there is a problem, I am heading back to PS in rush hour traffic to pick up the leash PS insisted my dog did not have on checkin. No one should have to deal with double charging and indifferent customer service. Never again. read more

Just picked my dog up from a weekend stay at the Pet Hotel --- they had no report to give me about how she did during her stay. When called on this the front desk clerk referred to some "notes" that may very well have been blank pages in a file folder and said, "Oh yes, I see here that she ate all her food and was very happy." When my husband asked if she received her two ball throwing sessions we paid for the clerk replied, "I guess so." When pushed further about this my husband got the reponse,"If you paid for them, I'm sure we gave them to her." Oh and did I mention that PetSmart recently raised their fees by $6 a day so that we could get this shoddy treatment at the end? Too bad for them because we've got a week long vacation coming up in August and our dog is now going to visit Grandma instead. She has a dog-friendly pool and she charges nothing but, fun! I'm knocking off two stars Petsmart! read more

If I could give no stars or even negative I would. I don't want people to think that I am not happy with Petsmart. I am Happy with them, just not this location. We always seem to have a problem at this location. The Banfield inside petsmart is good but it's the grooming department that I have a huge problem with. For example, I made an appt with petsmart's grooming at the daly city location, I was running late and they called me just to see if I was still coming. They are always attentive. As for this Mountain view location, we made an appt today Mar 18 for 2:30PM. We double checked if our appt was for 2:30PM and the guy said yes. My girlfriend went there today at 2:30pm for our appt and the guy who made our appt said. "your appt" was at 8:30am. Instead of apologizing, he says why don't you just come in on tues. My girl works during the week that's why we made the appt on sunday. Then he says well if you can't make it on tues come in on wed. He was not apologetic at all. I have been in the customer service field for years and this guy totally does not belong being in the customer service field. Hands down, the way he handled the situation and it was his fault was just unprofessional and rude. Go to other Petsmarts from now on cause this place sucks! read more

No additional stars. However, we did receive the lost gear in the mail yesterday, 8 days after the dogs' check out, and of course after having already bought new gear (after all, it's hard to walk a dog with no collar, leash or harness). read more

Normally, I only write Yelp reviews for a bad experience. This time, I am writing for the outstanding service I received at the pet hotel. I had to take my cat from the only home she's known for 10 years and board her for the first time. It was probably more of a traumatic experience for me than it was for Pumpkin, but the staff there were incredible! They were so kind and loving towards my cat, kept me updated, and worked with me on strategies when Pumpkin went on a "hunger strike". Not only were they good to my cat, but they were good to me when I cried everyday during my visits. The staff truly care about the animals in their care and I highly recommend this place. read more

WARNING: GROOMING SALON ABUSES PETS I've never written a review before, good or bad, but I felt other people had to know about our experience at PetSmart Grooming Salon so they can protect their own pets. We've been loyal customers of PetSmart and have taken her to the grooming salon on Charleston Rd. before and never had a problem. But the last time we took our dog there, she was unusually anxious and had an accident as we were dropping her off. The PetSmart employee was obviously annoyed and didn't even offer to help clean up but told us where we could get supplies to clean it up ourselves. My husband said he had a bad feeling about that employee, but I thought our dog would be fine so we left her in their care. When we got home, we noticed a large mass above her left shoulder which we hadn't noticed before. We spent some time debating whether or not we should subject our old dog to the stress of surgery for what we thought might be a tumor, but since it didn't seem to be causing her any pain or discomfort, we did not take her to the vet immediately. A week later, we were washing our dog ourselves and noticed the mass had shrunk considerably. And when we were blow-drying her long coat, we noticed dried blood along the hair roots where the mass had been. We concluded that the mass was actually a very large bruise that had been caused by some abuse suffered at the hands of a PetSmart groomer. I don't know why she would be abused because our dog is very docile I can guess that it was either in retaliation for her accident or the fact that she's close to 100 lbs and not easy to get into the tub. But I believe that they either kicked her or hit her very hard to have created such a large bruise. The mass is completely gone now, but needless to say, we will never take her back to PetSmart and will wash her ourselves from now on. read more

Do not board your dogs here! We had a horrible experience with the "pet hotel/doggie day camp". We dropped our pup off Friday morning and picked her up Saturday at 6:00pm, the clerks at the desk said "oh, she hasn't gone to the bathroom today" What!?!? This is a dog that has no problem going when taken outside. As soon as we took her outside she had the longest pee, and when we got home she had 5 or 6 bowel movements. Our dog also had what looked like diarrhea marks on her behind. 3 days later she starting coughing, which sure enough was confirmed as kennel cough. After discussing with vet, they shared with us that other dogs have gotten kennel cough from staying at PetSmart. read more

This has to be my favorite Petsmart location ever. All the employees have great customer service! Each and every time I have walked in, I am always greeted promptly and happily. Today when I was shopping, I was greeted 3 times and asked if I needed any assistance within the first 5 minutes I was there. I have yet to have a bad experience here, and don't know if it's possible. Most other stores you have to search around for anyone to assist you, but someone is always on hand here ready to help. I'm loving this location, keep doing what you're doing!!!! read more

I usually like this place but just boarded my two dogs and one has kennel cough even though they both got the nose vaccine 3 days earlier.

I wasted my time at PetSmart today. The staff needs more training on what is dog food and what is a prescription and what items they carry in the store. I came to buy Purina® Puppy Chow® dog food. I couldn't find it on the shelf so I asked the cashier. She said I should talk to Banfield Hospital at the back of the store. I thought that was odd. Why would I talk to Banfield Hospital about the location of Purina® Puppy Chow® dog food in the store? So I asked Banfield Hospital and they asked, "Is that a prescription?" "No, it's dog food," I said. So they directed me to a 3rd person who showed me PetSmart brand dog food. "What is that?," I asked. "This is the store brand dog food. We don't have Purina® Puppy Chow® dog food." Why didn't you just tell me that in the first place? I must say that you have very friendly staff who have no idea how to help a customer find Purina® Puppy Chow® read more