I made an appointment for my dog to get groomed a week in advance. When I showed up they said that no appointment existed. They did not offer any solutions and were not helpful in the least bit. After reading other reviews, it appears I'm not the only person that this happened to. read more

I have been using Petsmart since I have had pets. I recently moved from Ohio to Texas, and have been using this location. I am not a fan. They always seem to be understaffed. I was also very upset when I took my puppy to get her nails grinded for the first time ever. She was very nervous, and the woman who was going to do her nails did not try to comfort her at all. She wasn't even kind to us. She acted annoyed that we even came in. I get that we all have bad days, but my poor puppy needed someone to help her feel more comfortable. I often feel like they are very low on products, they need more help keeping shelves stocked. The one manager I spoke to about a month ago was rude as well and told me that an item didn't even exist. I went somewhere else and got it instead. I am going to switch to a different Petsmart after these experiences. read more

Have been going to this petsmart for at least 2 yrs and have been ok with their retail aspects. Have also used this locations Banfield since then also & their people have always been super helpful. We love the people at this locations Banfield. Grooming, do not prefer. We had used them frequently for a year til my wife went to bring the tip back in after a grooming & witnessed 1 of the employees being very abrasive with a dog so we stopped bringing her to that location for grooming for about 6-9 months. Noticed that employee was no longer there so decided to give the grooming salon another try since the hours are more convenient. Didn't feel like the receptionist wanted to be there & I almost walked out with my dog but just chopped it up to "regular" youthful attitude. We have a poodle & the grooming paperwork showed for a poodle but was told next time we come back we would be charged more cuz shes not considered a toy poodle per their standards. Something about not being under 10 lbs...even tho we used to bring her there frequently & this was never mentioned to us before. When we came back to pick up our dog, wasnt greeted with a hello or we'll be right with you. Felt ignored. Walked out to do some quick shopping first since we werent acknowledged. Woman who did help us at pick up was nice but the customer service all around beforehand was odd. Paperwork mentioned a broken nail. Thought nothing of it. After seeing our dog limp, our daughter noticed the dogs whole nail broken & hanging down. Going to have to take her to the vet to be checked out. We will NOT ever bring her back to this grooming salon & will stick with the professional groomer we had. The pricing is better at a professional groomer, especially just being told we'd be charged more as a "non poodle" for our poodle. We like the retail store. Like Banfield. DO NOT care for this locations grooming services at all. Id love to support the younger groomers but Please take your pet to a professional grooming salon. read more

The Grooming Dept. here is superlative. If you can get in to see her, Chandra is the best. She specializes in Shih Tzus but is great with all breeds. Highly recommended. read more

Very poor service at the Grooming Salon. Had a 9:30 appointment for grooming, called at 1:00.......was told my dog would be ready at 1:30 and they would call us. A few minutes later got a call saying "I didn't even know your dog was here"......thought he was there for boarding..........kept dog in cage for 4 hours. Talked to Manager on Duty, James......very young.......not well-groomed and didn't seem to really know about the situation. Very disturbing.........wonder what else goes on here in the grooming salon? Don't go!!!!! read more

They hide the Rx food around the corner, out of view, in the Banfield - which seems to make sense except the Banfield staff says it's PetsMart's inventory and they can't help you. So you have to go out of the clinic and try to find a nonexistent staff member to help. Store seems very disorganized and the staff wasn't helpful when I was there. Try another location. read more

BE AWARE - our 10 month old puppy was killed by another dog at this PetSmart location on April 9, 2016. He was at the PetsHotel in the communal play area when another dog attacked him without provocation. PetSmart refuses to show us footage of the attack or provide any information about the dog that attacked our puppy unless we retain legal counsel. While the store level managers did what they could to help us as our little guy fought for his life, the corporate response has been nothing short of appalling. This is NOT the type of company you want to deal with and certainly not an environment that is safe for your pet, particularly for small dogs. Without a separate play area for smaller dogs, there can be NO assurances that your pet is safe - no matter what you are told. PLEASE, if you are a pet parent (especially of a smaller breed or a puppy) do NOT trust that your dog is safe at this facility. I would hate to see another family have to endure what we have over the last few days. read more

I chose to board my cats here when I went away for 2 weeks. Still new to the area, I didn't have any recommendations to go on. I liked the idea of someone always on duty 24/7 and having a vet reachable if needed. Cats have a particularly hard time adjusting to boarding. When you are traveling and have no choice but to board, (not to mention spending close to $700!) you deserve to feel assured and that your pets are in good hands. Too bad that didn't happen here. I dropped my guys off and a young man named Greyson (sp?) took them in. I bought the food I feed them in the store, and returned to the hotel. That's when he informed me, "There's been a SITUATION. Oliver is freaking out." What? Was he hurt? OMG, what happened? A "Situation" usually means something very serious. I asked what was going on, but he just disappeared into the back room. I asked him when he emerged again, only to have him say nothing (again) and turn right around and head into the back room. Can you imagine the anxiety I was feeling, wondering what was going on and then left hanging like that? I was already nervous and felt bad enough about dropping them off. Finally, after 10 minutes, another girl came out and told me that Oliver was fine- they were trying to get him into his cottage, they had taken the top of his carrier and placed it on something, it fell and scared him. I'd felt better after she said this, and she agreed that telling me "There's been a SITUATION" in the way he did caused a great deal of unnecessary alarm and upset. Just over 24 hours later, I received a call from them. My cats were eating and drinking (less than usual, but this is most likely due to them being stressed in an unfamiliar environment.) But they were "concerned" that they weren't pooping yet, so it's their policy is to take them to the vet (Banfield.) I was placed on hold and put on the phone with a vet tech. Straight away, I was told they can do x-rays for $200 and asked "should we give them subcutaneous fluids" and quoted another price for that. Excuse me? They just GOT there. X-Rays?? For WHAT? Also, let's pretend I don't know what sub-q fluids are. This vet tech asked if *I* think they should give them without even explaining what these were or what they are given for. They are usually given when an animal is badly dehydrated. I was told my cats were eating and drinking. They weren't dehydrated or anything even close. And they JUST GOT THERE. So WHY would they need sub-q fluids? Having this presented to me in this manner, it sure felt like they were more concerned about making money and selling treatments to me, than they were about my pets. I'd called to check on my pets every other day while away. Each time, placed on a very lengthy hold before speaking to someone. At that point, I was told they are eating and drinking, just not yet pooping. This still made sense since they were eating a bit less. They otherwise seemed just fine. Then, on Day 5, I received a call from someone else telling me that neither of my cats ate or drank in 5 days. WHAT?? This wasn't what I was told at all! This panicked me, and I was again put on the phone with another vet tech, who proceeded to throw treatments and costs at me, without providing an inkling of what was actually going on with them. Not only was I not given a clear answer as to whether they were eating or not, but the blatant sell, sell SELL spiel was nothing short of appalling. What an awful, uneasy feeling to have when you are now 1600 miles away. My mother finally reached the vet on duty within a few hours. Turns out the vet didn't want to stress my cat further with tests either, so they were giving Oliver some Laxatone (she was called minutes later for a credit card for the $12 it cost...Yeah ok, fine.) There indeed WAS a miscommunication and my cats WERE eating and drinking. I've now been hearing and reading stories about Banfield and their attempts to upsell people. How can you trust them? How can you know the difference between something that actually calls for treatment, or an attempt to extract more money from you? In my opinion, doing things in this manner only cheapens the veterinary profession. PetSmart Hotel was the worst boarding experience I've ever had. The manager didn't return my messages, I had to call her. Corporate will be hearing from me. The lack of professionalism and poor communication here is completely inexcusable. Trying to sell me treatments by playing on my emotions and anxiety is just disgusting. Many employees appear to have little to no knowledge or experience with cats, or clue how to talk to someone over 1,000 miles away trusting their pets in their care. I kick myself and will never make the terrible mistake again of not reading yelp reviews first. (My heart goes out to those that lost their poor puppy here, reading that review made me SHUDDER and I am grateful that nothing worse happened to my pets.) NEVER AGAIN. read more

I have most of what I need for my pets already but come to get dog treats and snake food from here. The older woman at the cashier station is slow, but I'm patient and can tell she absolutely does her best and is kind to all of her customers. Everyone else except one male manager and her ignores me when I'm in the store. I've passed by several other managers and employees who never even look at me, but that woman at the front at night always makes it a better experience.. thank you for being a friendly face, and having great customer service! read more

All the staff is extremely friendly and the grooming salon always takes great care of my pup. I can tell they genuinely love dogs by the way they handle all the pets while I'm waiting for my dog. read more

We took our dog to be boarded at PetSmart for 4 days. I gave them a coupon when I arrived. When I picked the dog up, they said they didn't have it and didn't honor the coupon. This is a cheating operation. If they do this to the customers, I wonder what they do to the pets? DO NOT USE THEM! read more

My Dog is on the Hill Prescription Diet and the only place who sells it other than my Vet. is Petsmart. I unfortunately didnt realize my puppy ran out of food and called to ask if I could purchase enough for the night. I called both, Plano and Richardson locations and was told NO, with very poor customer service. I understand that this is suppose to be considered a prescription but its ridiculous to see that they would rather let an animal go hungry than to sell a nights worth of food to me. Very cold and uncaring. Dont get me wrong. I am more angry with myself for allowing my pup to run out of food but these people treat the food like a narcotic prescription. Its Freaking Dog Food Not Medicine! This is my final straw with Petsmart. After contributing to extended suffering before the demise of my little boy, I will Never and I mean Never! Recommend, support nor give another dime to Petsmart or Banfield ever again. read more

I shop at this store because it's close by my house, not because it's my favorite store or anything like that. But I will not come back to shop here anymore because of the bad customer service I received today. I was the next customer in line to check out by this male cashier when he realized that the scanner he was using stop working. He looked frustrated and mad ( because the scanner didn't work I guess) . Since I bought 2 big bags of dog food , and the scanner didn't work, so he had to pick them up to scan at the scale thing. And here is when he put all of his frustration to the food bags while scanning them and THREW THEM BACK TO THE SHOPPING CART. I mean I wasn't the one who broke the scanner, don't put your frustration on me. I think he was mad at the manager because I heard he told the guy there- manager maybe- that he told them the scanner was broken before but no one fix it. Well , that is their problem , not mine. And the manager clearly saw that his cashier threw my purchases to the shopping cart and said nothing to me after , no sorry , no thank you for shopping with us. I was the one who told them" have a good evening " . They were supposed to make the customer happy, be nice to the customer, not me trying to be nice to them. I came to the store feeling happy after work, but leaving the store frustrated of what happened. I will never shop at this location again- or maybe just order from Amazon might be a better idea to avoiding all the bad customer service . read more

Do not take your dog here for grooming! I took my 13 year old bichon here this past weekend, and everything about the experience was terrible. The person who took the reservation over the phone was rude. The person who checked us in was rude and uninformed how a bichon should be groomed. No one called to say our dog was ready. When I picked up our dog, I did not recognize him. I felt so bad, I had to leave as soon as possible. My 6 year old asked why they did that to our dog. My wife almost cried when she saw our bichon. I went back to the store to talk to the manager. When we showed her before and after pictures, she began to shake because of the bad grooming. They did give our money back ($75), but our dog is stil left looking like a big rat. read more

Erika (groomer) at this Petsmart was an angel in disguise. She spent four hours grooming and loving my brother's Old English Sheepdog. This poor dog had not been groomed for nine months and was in desperate need of a bath and a complete shave. Due to poor health of my brother he was unable to take care of her needs and let it get out of hand. Erika made her a happy dog and we are so greatful for her patience, love, caring and hard work on Lucy. We can not emphasize enough our appreciation for her dedication and love of dogs. The minute we walked in we knew she would be in good hands with Erika. Thank you again. read more

I took my dog, a Maltese to Petsmart (West Park) Plano for grooming. My husband picked our dog up after the grooming was done. When he brought our dog home I realized that he was squinting and had trouble opening his left eye. I immediately drove back to the store and was advised to bring him back the next day since Banfield Pet Hospital which is also a part of the store was closing. At first I was very upset because when I dropped my dog off for grooming he was perfectly fine. His eye condition had worsen the next day so I took him back first thing in the morning. I mentioned the issue to "Earl" the Petsmart store manager, he apologized for the inconvenience and mentioned that he had reviewed the camera in the grooming department and did not see any accidents during Leo's grooming visit the prior day. However, he was extremely kind and directed me to Banfield Pet Hospital in order to have my dog's eyes examined at no charge. Leo was seen by the awesome Dr Johnson. I cannot say enough great things about this vet. What an awesome guy! He contacted me via phone directly after examining Leo's eyes and mentioned that he had a minor ulceration in one eye and that both eyes had developed an infection. He prescribed topical eye ointments and advised me to come back in couple of days for a checkup in order to make sure everything was healed. I must say that I was extremely impressed with how this situation was handled both by Earl and Dr Johnson. I would absolutely recommend this vet and this store. I truly don't like to go to pet hospital chains but Dr Johnson is exceptional!! He is extremely thorough, knowledgable, kind and I could tell he loves what he is doing. Unfortunately I think my dog was perhaps allergic to the shampoo that was used during his grooming appointment ... ??? However, this sort of thing happen and my dog is back to normal feeling great. read more

I downloaded the yelp app exclusively to tell you not to go to this Petsmart. The service here is atrocious. For doggie daycare, they put my dog in solitary confinement and ordered me to pick her up immediately because they thought she was in heat, despite the fact that they require spay and neuter proof to GO TO DAYCARE. For grooming, I called and made an appointment. I arrived for the grooming appointment to have the receptionist tell me that they couldn't service my dogs because they didn't have up to date vaccination records. First, they didn't mention this on the phone when I made an appointment. I had recently submitted my records for the aforementioned daycare debacle, so my dog was in the computer. They just neglected to tell me. Second, they asked me to call my vet to get them. It was a Sunday. What vet, besides banfield, is open Sunday?! These people are incompetent. If you have to go here to pick up treats or a leash you will only be overcharged, but will probably make it out okay. These people have wasted enough of my time and money. Don't let them waste yours. read more

I want to give a shout out to Christian who groomed our Wheaten last Friday. He did an outstanding job and was very courteous. Will get him next time as well. Thanks Christian! read more

Took my dog in for a bath and he came back with an eye infection. Called Banfield tried to fit me in when they could, which I appreciate. The following day the eye got worse. Called back and representative stated Banfield could do a drop off but given the situation I don't feel comfortable leaving him alone. Spoke to the manager and while he listened to me, he became rude and short with me as well as denying that his representative failed to explain fully the details of the drop off. Definitely never going back to this location for grooming again. read more

I am very particular about dog groomers. I came here to write a review about my wonderful groomer and was so surprised at some negative reviews. My groomer's name is Sam and she has been grooming my dogs for over 2 years. She is awesome, very gentle, and they love her. Best groomer I have had in over 14 years of owning a bichon. Highly recommend Sam; can't speak for anyone else, she is the only one I have used at this shop. read more

Took my dog (Terrier Mix) there 3 times for grooming and was disappointed with the service as it went from BAD to WORSE! When Called to discuss the problems on Monday 28th - Marcy (claiming to be the manager of Grooming) even worsened the experience. They do partial things and that too not well. Leaving last two times aside and referring to last incident - When I picked up my dog on 20th after grooming appointment, she was terrified and ran out of store like she has been treated extremely bad, it took her 2-3 days to stabilize. I noticed her nails were not done at all when I specifically asked and make sure they know those have to be done since those were not done well last time. Additionally her legs were left untrimmed also and her bottom had poop! During the week I am so busy with work and did not want her to experience that place again due to her even refusing to get in car after that experience - so I waited to get her stabilize and called them to discuss what was not done. Found Marcy who was arrogant and rude, and said they did everything we asked for and we will need to pay more again if we bring her to fix nails. Horrible experience - As a customer, why would I waste my time to call and talk to such arrogant people if all was done well and she does not grow nails so big overnight - you dumb completely opposite of Smart of Petsmart? I have to have a reason to call and they should be considerate to say please bring her and let us fix any problem you may have. They are totally reverse of anything called service and don't deserve or need any business or even the job there being so rude and arrogant. I got my dog's nails and legs done from another place by paying additional money and will NEVER go back to this PetDumb store for anything - not even pet food/stuff! Why should I when they have staff like that? Really? that is what we have to deal with? read more

RUDE!! UNPROFESSIONAL!! I received a notice in the mail that a "brandy snifter" fish bowl had been recalled. It just so happened that we had one. I took the notice and the fishbowl to the West Plano Store (Park and Tollway). I went in and spoke to a very nice cashier who employed the assistance of a very courteous floor person to try to find out how much the item cost. It went down hill very quickly. I was approached by Earl (who is the store manager!). He was extremely rude and made me mad instantly. If he had just explained why he couldn't do the refund in the store rather than asking me questions like "well how am I supposed to know how much it costs? Don't you have the receipt". I am a business owner and I can assure you that if I had seen an employee speaking to a customer the way Earl spoke to me, I would have fired him on the spot!! Anyway, I explained that I did not have the receipt from a fishbowl that I bought some 3 or more years ago and asked him if he would keep a receipt on an item like that. Of course he said that he keeps receipts on everything he buys. The man must have a room dedicated to receipt storage. I pointed out to him that THEY sent ME the notice of the recall and it wasn't on me to figure our how much it costs! Anyway, he told me that I was being rude and he told me that "HE didn't have to take that from ME!" I have never had such a bizarre encounter in my life. I used to shop at Petsmart. I have 3 dogs and kids that have other small pets. Because of Earl (did I mention he was the store manager!?") and his shocking treatment of a customer, I will never set foot in another Petsmart for the rest of my life. Petco and Amazon from now on. Good luck in your customer service career Earl! read more

Petsmart Pets Hotel/Doggie Day Care: I have taken my small dog to the Pets Hotel for overnight stays and to the doggie day care many times. The staff have always been very friendly and answered all my questions. When I call in to check on my dog they give me a detailed update. That is why I am sad to say that I will not be going back to petsmart for pet hotel or doggie day care. I will not be going back because I have a small dog (about 10 lbs) and when I came to pick her up from day care she was in with about 12 large dogs (golden retrievers, pit bulls, boxers, labs, etc). Every other time I have picked her up she has been in daycare with small dogs. I asked if this was a new policy and they said no. The staff let me know that when they don't have enough small dogs, they put the large and small dogs together. I expressed concern about having such a small dog in with dogs that could be upwards of 80 lbs and she said that they have a person in the room with them to monitor the situation. Unfortunately, that still doesn't make me comfortable and I would prefer that my dog be in daycare with other smaller dogs. Even dog parks have separate areas for large and small dogs. I hope that petsmart changes this policy in the future. read more

I will never come to this petsmart again. EVER. The grooming is HORRIBLE. They shaved my dog and speaking he had a BEAUTIFUL fur coat before they ever shaved him. Also, at the doggie day camp a poor three pound dog DIED because he was attacked by another big dog, and they refuse to help the family. This daycare is NOT safe at ALL. The big dogs are not kept separate from the small dogs. This scares me, when I spoke to the staff about my concern they said there aren't enough small dogs and that the room the dogs are kept on is supervised at all times. However,before I left my small 8 Ib dog there I took a small peek at the room where the dogs are kept, and it was completely unsupervised! That is completely unacceptable when there were dogs in the room that could attack and hurt my small 8 Ib dog. I will never come back here again.EVER. Also if you're looking for a very good and professional place to get your dog groomed go to LUCKY DOG GROOMING! read more

Both of my dogs were taken in for grooming at the Park Blvd location and what happened was an absolute atrocity. When I picked up my dogs, both of them appeared to be fine until I got home which is when I noticed that one of them was walking very slowly and appeared to be in pain. I took her to the veterinarian and she stayed overnight for two nights while they monitored her. Five hundred dollars later they couldn't find anything wrong with her so I brought her home. When I got her home, I saw that she had a huge bruise on her belly so I called the vet's office to ask if any of the tests they did would have caused a massive bruise on her belly. They responded that no tests were done on her belly. Here is what happened- the Petsmart groomer dropped her and said nothing to me when I picked her up. I called the manager and let them know what had happened but as is their typical response "We couldn't find anything on the cameras that would indicate an issue had occurred with your pet." Liars. My advice to anyone contemplating taking their pets to any Petsmart- DON'T PUT YOUR PET AT RISK. Since this incident, I am voting with my wallet and my voice by refusing to shop with this retailer. Boycott Petsmart. read more