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

Mina E was my dog's groomer and she's the best! Too bad she's no longer there.

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.

We take our dog here regularly for a bath every month and we haven't had a cause for concern with the services that we've received here so far. Our baby always comes out looking nice and smelling clean. Note: we don't get her hair cut, but we have taken my mother-in-law's Havanese here and Eric did a great job grooming and cutting his hair. In addition, I've found that PetSmart's prices for food and supplies have always been better than Petco which makes this our go-to place for our dogs' needs. read more

The store manager personally helped me with my purchase tonight, including helping me load it into my car (thru the sunroof - it was a cat tree that wouldn't fit into my car any other way). Bonus, it was on sale. :-) Everyone was professional and friendly. read more

I just purchased flea and tick treatment online. The amount came up at 67.99. But when I got my Paypal receipt, the bill was 71.75. No mention had ever been made of these extra charges. I did not think this was an honest way to do business and cancelled my order. read more

BOARDING REVIEW ONLY: We've used a PetsHotel at a different Petsmart before and were satisfied with the experience, but this experience was the completely unsatisfactory. We had our dog boarded there for 3 nights, and when we picked him up, our normally happy dog had his tail between his legs and was shaking. The staff offered no report of how he did during his stay, and on top of that, he had a streak of dried poop smeared across his side. Our dog is very well house trained when it comes to pooping, so that makes me wonder if he was ever let out of his kennel in a reasonable amount of time for him to have possibly pooped in his kennel! When asking if he received the bath and groom I had asked for during his stay, the answer was obviously no. You would think that they would have wanted to cover up their negligence, but I guess they didn't even notice enough to realize they needed to cover up their negligence! Needless to say, I definitely would NOT take your dog there. Our usually mellow dog left with what seemed like separation anxiety after his stay. read more

My dog stayed at the petshotel in Mountain View, CA and came home with Hemoragic Gastroentiritis (ie bloody diarhea and bloody vomit) caused by a severe infection. Since he was not with other dogs or in the playcare, this can only be a cleanliness issue. I spoke to the manager about this and the response was "sorry." Ya, gee thanks, my dog is severly ill and the vet bill cost over $900 but they are sorry.... read more

If one is a fish entusiast don't shop here. I've experienced two fish "massacres" after adding fish to my tank from Petsmart. Call it Fishdumb. I have fish dieing from ich daily after again recently buying fish from Petsmart. THEY DO NOT TREAT FISH BEFORE SELLING! My 55 gallon aquarium is in essence life-wiped out after buying a few fish from here. Lesson learned, never again! read more

One of the employees seems so lazy. I asked her if they had any snow suits for my puppy cus I saw them online. And she said "um no sorry" didn't even bother to check. So I got some booties for my puppy but they were too big. So I asked the same cashier if she can check or if she can ask someone else to check if they had Extra small booties. And she said "if it's not there then it's not there" and I asked her "so you can't even check in the back?" And she said "No sorry" she didn't even bother to check. Not even online. I asked her about a coupon code I got online and she said "I don't know what you're talking about" like whaaaat... worst customer service EVER. I'm still upset I didn't get the cashier's name. I should've asked for the manager. read more

Terrible customer service! They refuse to honor the lower online prices until you look up the items yourself on your own phone. I said I had a problem with my phone, they answered there is no computer in the store! OMG, this was one of the managers! Then when a sales associate started to help me by pulling out her own phone, the manager called her over to tell her not to help me find online price. These people are unbelievable. The help desk online at petsmart.com is even worse, they give out wrong information and leave you on hold. That is why I ended up in the store because they told me prices were cheaper if I went directly to the store. My cat food was almost $18, more in the store!! I will never shop here again. I was given a gift card for this place, otherwise I would have just left without buying anything. No wonder brick and mortar stores are going out of business. Buy at Chewy.com, those folks are knowledgeable and helpful, also usually better prices. read more

The Groomers are great and the prices are quite reasonable! Our Berner is shy and doesn't love to be groomed, but the staff's kindness and dog-savy made him as comfortable as possible. They did a great job but I wanted his tail done differently. I called to schedule that, and offered to pay, but they redid his tail no charge. I will definitely be coming back! read more

I will never use a PetSmart again in my life. They charged me for bad behaviour with my dog (my dog was good until I started going there and the bad behaviour started) and could not / would not provide proof. I have heard horror stories from ex-employees as I shop around at other stores for dog care, grooming and food. Their frequent dog care program doesn't work and it took me over 2 months to get a response - corporate refuses to get involved and they just ignore things. My suggestion is to take care of your pet and find a place that has much improved training. Oh yeah, the clincher was when I saw a Banfield employee walk out of the bathroom without washing her hands - unsanitary. read more

I had my dog groomed here for a couple of years successfully -- until last month. The groomer said he would be done in 3 hours, but I got no call from them, so I called and he said he was almost done and would call me. An hour later I called and was put on hold for too long, so I went in. The dog looked fine, but when I got him home I saw that a toe was bleeding. I called the manger and complained about the injury and about the long delay. I guessed that it had taken so long because the groomer was waiting for the blood to coagulate. She said he (Manual) had not figured in his lunch hour when he had given me the time estimate. They were very sorry, etc. etc., and they would make sure Manual would never groom my dog again. No kidding. Beware. read more

I am so bitterly disappointed with my experience at Petsmart Grooming that I wanted to make sure that everyone knows what happened and warn then. I have been taking my dog to Petsmart for several years for grooming and there were never any issues. Last year when I brought my dog in for the exact same treatment ( a hair cut, furmnator, nail clipping etc) I was shocked when they brought her back out to me. I have a 70 pound mix of Collie, German Shepard and maybe some wolf or Coyote thrown in. She is long and thin and has the coloring of a German Sheppard, the face of a Collie and the tail of a racoon with a long beautiful coat. After she was groomed, she looked like a 70 pound Chihuahua. It was humiliating for myself and my dog. I chalked it up to inexperience and after schooling the manager and the staff I told them I would give them another chance. I went back 7 months later because that is how lon git took to grow the hair back. I was very specific in my direction not to shave my dog and everything went well. Last week I brought my dog back again for groom and was very specific again. Do Not Shave My Dog - a little hair cut...They asked what blade I wanted and suggested #3. I thought that was okay - the middle of the road. You might think they would have said something different. But when they brought my dog out she was completely shaved AGAIN. I will never give this store another chance for my business. Though the manager was very understanding the staff in grooming tried to push back on me. DON' T TAKE YOUR DOG THERE. My dog is still embarrassed read more

Boarded our dog for 4 nights. The staff were very friendly and helpful, she was sick with diarrhea for the first 24 hours after we picked her up. read more

I have two small dogs which I took to the Grooming Center in this PetSmart. I took them in at 9AM, and expected that it should not take more than a couple hours. The Grooming Center took 7 hours to groom my dogs! They had NO food or Water and were not taken to go to the bathroom! Meanwhile, the staff kept going outside to have a smoke break. I called four times, and once it hit 5PM, I just went in to get them- they were STILL not done, but I just wanted my dogs! They also cut my dog on the stomach and never told me. This place is HORRIBLE! Do not go here, it was a truly miserable experience! read more

I went to shop in Petsmart right after buying a big full of clothes from REI next door. When I checked out, I placed the basket on the belt and had to put down my REI bag on the floor. The cashier immediately said, "Take the items out of the basket". It was like a command and not a suggestion, request with a please or anything. I found that very rude. What was he paid for? I would normally take my items out of the basket immediately had not both of my hands were full. I found that to be a bad experience!! It is usually a decent place. Too bad one bad cashier spoils the brew!! Petsmart should teach this cashier some manners! (He was male and African-American). read more

Nice store and helpful staff but definitely a poor choice for grooming service. Brought my dog here to get groomed and could barely recognize my pup when I came to pick her up. Besides that she didn't look like a dog anymore, she really looked totally distressed and scared. Giving them instructions is like talking to a wall, they just cut every single dog the same way, they all come out looking totally unrecognizable. I never brought my dog back for grooming here after one bad experience, but I often stop by here to buy a new toy or whatever else for my pup and each time I see some unhappy dog-parent who is mortified at the grooming job. read more

I've had bad experience with this place. My dog's been here many times for grooming. One time I've made appointment for my usual groomer to work on my dog, when it's time to pick up my dog I saw a different groomer working on him. What gives? I asked them why and they say the usual groomer is busy. WTF? My dog's cut came out all uneven and some parts overshaved. Another time I booked appointment and when I got there, the lady at counter say my groomer is overbooked and cannot get my dog in. What? I didn't even see any dog doing grooming that day. The grooming place was empty except for couple of idiots employees just standing around. That is NOT my problem these people don't know how to book appointments. DON'T GO HERE FOR GROOMING!!! read more

i come here just to buy my dogg food its the only place they sell it and ....her loves it...so i like the place...eveyone kiss my ass....as to taking my dogg here for grooming i would i have a Pittbull which i know will make a mess there...i groom him myself... read more

Last Friday, I gave 4 STARS for my initial experience with my 8yr old Maltese; my observation of impatient rough behavior of the male tech w/pet kept me from giving 5 STARS for wonderful, caring actions of everyone else at E Charleston location. It appears that once they had my signature for the monthly payments of a Care pkg, "the decision maker" doesn't view my pet's welfare important anymore unless convenient. Four days later, my pet started feeling much worse, had been eating/drinking/urinating very little (with concerns of strong med's & a vaccine they unwisely gave her while she was feeling so bad w/ear infection & possible urinary infection making it difficult to discern which was causing her to get worse) they REFUSED to see her (no available appts); without compassion nor apology, advised me to take her somewhere else because they close at 5 pm this day. I expressed dissatisfaction with that decision, reminded them of a sign posted on their wall stating "sick pets get priority", etc. Got the picture?! read more

Long time customer of Petsmart grooming for my dog. They have the been the only place we have taken our dog to for a wash and cut probably for the last six years. We called about a week in advance and spoke with a nice young lady at the grooming salon and she booked an appointment for my dog to come in for her usual wash and cut . Today we just got back after driving 40 miles to drop off my dog as I always do and had to rearrange my entire schedule for the day around this appointment to find out when I arrived at Petsmart that she was only scheduled in their book for a wash. Now I ask you why would I only pay for a wash when I can do that myself? The supervisor of the grooming salon stated that they were all booked up and no apology but an offer to schedule another appointment during a weekday at a discounted rate. Of course weekdays are when we all working to make money to pay them to wash and cut our pets. It is very irritating to adjust a weekend schedule and then drive 20 miles each way to find out that some incompetent employee could not do what they are paid for and that is provide great service in which to rise above all competitors. The failure of a corporation such as Petsmart will only be the result of the inadequacies of their employees. This is the second time this has happened to us and will be the last time it happens. I am sure I don't have to explain to Petsmart executives that there are other wonderful groomers such as Petco, our vets office, and small shops within our community all vying for the same business. Good Luck Petsmart and please don't go there and save yourself plenty of aggravation! read more

I left my 5 month old puppy at PetsHotel for about two and a half weeks, and I've to say my puppy loved this place! He was happy, healthy and just full of joy! He had also grown so much! The staff was very friendly and patient and made note of every little instruction I had before I boarded him there - about his food, about him being allergic to the cleaning supply they use...etc...The must have paid attention to all that since my little darling was fine when I picked him up, much to my relief! I had picked this particular PetsHotel location after much research, so I knew they would do a good job, but then you always have a little doubt in the back of your mind, no matter what. But, they certainly did a good job of taking care of my baby. Kevin, the manager, is just an awesome guy! How I wish they could setup webcams in the atriums and suites - then I would just call this place the best pets' hotel in the world :) read more

Dog training- take your dog here to Helena!!!! Helena is beyond fabulous- she is the star trainer of trainers. My puppy can now, by hand command only (yes, by hand signals and no words) perform the following tasks: "watch me," "sit" "stay" "come" "down" "rollover" and "shake." Naturally, all commands can be given verbally, too- and yes, the puppy does them all- even in a series. Sit, down, sit, shake, down, rollover, lay, stay. BEFORE I had my golden ret. puppy, I started my day with coffee, the New York Times, a leisurely walk, and long shower. AFTER I bought my puppy, my mornings were without a paper, and 45 minutes of chasing for my clothes, shoes, pants, cell phone, paper, toilet paper, and begging, and near crying...give me that, ah, ah, don't touch that, what do you have?! and Oh no, nooo, no, please, not THAT!!! I was calling the Golden Ret. Foundation NorCal near tears because I thought I was going to have to give my OUT OF CONTROL puppy away. Then came Helena. She has made my puppy impressively obedient...and it all started with the command of sit...watch me. Oh yeah, I did get those commands to stop out of control puppy from grabbing my things- "drop it" "give it to me" and the biggest threat that gets floppy ears and an immediate response..."do you want time out?" What was amazing was that she knew what would work with each dog in our class, and even the breed. She told me up front, "your golden will probably think the spray bottle is a game. Try to hide it behind your back- but they are smart, so it may not work." She was right. I said "ah, ah" (for don't chew on my high heels), no response (except chewing), removed the spray bottle from my back, sprayed him a few times quickly, and hid the bottle again behind my back. The next thing I knew, he was behind my back, grabbed the spray bottle, and threw it out in the yard, happily barking and bounding around like a small stallion!!! BUT, she was also right that "time out" would work. He chewed the shoes, he got time out, and now I just say, "Do you want time out?" He immediately responds with good behavior. Someday, I won't need to give him the "time out" question, but for now, he is a puppy....and it works! I am so happy that I found this trainer, Helena, and I am thrilled that I have such a fabulous obedient fun puppy!! read more

I agree with Scott and Charlotte. GO to PetClub or Petco. I would have to agree that the level of Service has gone down dramatically. This is due to the hiring of non-experienced Managers who are clueless when it comes to pets. Most of the new Managers come from Blockbuster. I mean lets compare a Blockbuster to a PetSmart..excuse me sir do you have that video in stock? I would certainly not leave my pet in any of the PetSmarts in the Bay Area. Not only are the managers clueless but they aren't in it for the pets..they are in it to be #1. These words come directly from the new DM. Whats more important? A Sales goal or the safety and well being of your pets? Have you seen the conditions that some of these small animals and fish live in? I was just recently at one location and was browsing around in the aquatics area..I was shocked by the condition of the water in the tanks that these fish are living in. The water smelt like sewer water and the alge..well lets just say it looked like these tanks had not been cleaned in months. I would not buy a fish from there and bring it home to my tank...no thanks! Petsmart is big on saving lives..yes we know..but everyone has there own little dirty secrets hidden away. I dont think having two blue rats in a backroom for over a year because they are unsaleable be considered humane? Would any of you? I would certainly encourage the public to think twice about leaving your pet in any of these stores..is your pet just a sales number or is your pet actually being provided with the best possible care? read more