I'm deeply disappointed and heartbroken over the treatment my dog Ace received at PetSmart. After a recent grooming appointment, Ace came home with a wound on his neck that he kept scratching and crying over. The area was raw, irritated, and clearly painful. When I reached out to the store, they failed to take responsibility. Despite there being a veterinary clinic on-site, Ace was never examined or given care. I requested an incident report, and though I was told I'd receive a call back, no one followed up. I eventually received a refund, but that doesn't undo the pain and stress this caused Ace. This isn't about money -- it's about accountability, animal safety, and trust. Grooming should never result in injuries, and every pet deserves to be treated with care and compassion. I'm sharing this so other pet parents know to inspect their pets immediately after grooming and demand proper documentation if something goes wrong. Ace is healing now, but PetSmart has lost my trust. #PetSafety #PetSmartReview #Negligence #AnimalCare #GroomingSafety #JusticeForAce The manager has failed to provide an incident report read more

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Pet groomer Spencer told me my 5 month old puppy was "extremely difficult to manage" during the bath & brush and would need to charge me an extra fee. I would've been ok with the fee and the comment in general had this been said differently. She looked like she just did not want to be there and it made me so uncomfortable that I ended up taking my pup to another Petsmart and had a GREAT experience. Turns out he has some difficulty with the dryer portion of the bath. Work on your customer service and don't work at a dog grooming place if you don't love dogs ... read more

My pup goes to daycare here 5 days a week. M-F while I'm at work as I work 2 jobs and feel awful leaving him home alone. He LOVES the interaction & playing with other dogs! My dog hasn't been in almost 2 weeks due to spring break Today was going to be his frist day back since all of this... I go to drop him off at 6:50 am the same time every morning as I have to be leaving Petsmart by 7:05 to make it to work on time. I walk in and instantly the rude "hotel manager" says "he can't be here" I look at her confused as ever because there has been no communication from Petsmart saying he can't come and I haven't been there in almost 2 weeks. I asked her why.... She told me because my dog (who has allergies and is on medication from vet) has kennel cough & that's what Banfield (his vet) told them mind you 4 weeks ago my dog was last seen for ALLERGIES because the first round of meds wasn't doing much for his allergies. So I had him looked at to get different meds they said it was a possibility kennel cough but he didn't think it was and wasn't worth a $389 swab to see if he had it. I agree due to that being over priced and vet saying it probably wasn't but they would give me antibiotics for it and cough medicine just in case it was that was gonna cost me $200 so I declined that as well and we continued with allergy medicine per vets recommendation which has cleared him up completely... he never had kennel cough nor has he ever had a cough bad enough I was worried about it (my last dog got kennel cough so I know what to look for). I had to walk away because the tone and rude look on her face had me PISSED for 7 AM. My dog will NEVER go back there due to this being probably the 5th time this lady has been so rude I have not wanted to leave my dog there. AVOID AT ALL COSTS!!! Video of my dog this morning playing with my mom so you can see how healthy he is for having "kennel cough" and not being able to return until Mid to late may I looked her straight in the eyes and told her that he will never be returning! read more

Seriously the WORST dog grooming ever! And, from what I've since discovered, not a safe environment for your beloved pet, either! My friend has taken her dog (that I dog sit) to PetSmart for grooming several times now and that poor dog has received the worst grooming I've ever seen. I could do a better job blindfolded with a pair of hedge clippers! If they're using a standard pair of dog grooming clippers, I don't understand how they can make her fur look so choppy. It's like 20 different lengths. If it were me, I'd march right back there and demand a refund. But, it's not my dog and her elderly owner doesn't like confrontation. I mean, do these people even receive any training at all? I'm not going to let her take the dog back there. I'll pay for the grooming myself and I don't care how far I have to drive, there's no way I'll let those hacks groom her again. I've read many accounts of horrible grooming, a cat's whiskers being cut off, dog and cat's nails being cut too short so the quick bleeds, etc. And, what about the 50 animal deaths, PetSmart? If you haven't heard about all the animals dying while in their care, just Google "PetSmart animal deaths." If you love your pet, don't trust PetSmart with their care. read more

PetSmart - Bad grooming. Not only is the whole thing a complete choppy, hack job, but pictured is the huge chunk missing! - Pet Groomers Near Me - Rochester, New York

We confirmed our pet's stay one month prior to departure.( March 2022) One day before we were leaving, someone from Pets Hotel called to cancel, saying the cancellation was due to the lack of emergency services as Veterinary Emergency was not open overnight. Please note that this service ceased overnight services in January of 2022., our pet had boarded in November 2021 with meds etc. Last minute cancellation, no available boarding, cancelled reservations increased hotel expenditures, what a mess. We gathered supporting documentation, sent to corporate, and the store manager Ratliff, and to date have heard nothing from either party. If this is the type of customer service they are boasting about, they might rethink the meaning. Seriously someone dropped the "ball" Catherine C. read more

I love the Craig Ranch Pet Smart doggy day care and boarding team. They are caring and do an incredible job. Brandy and her tenured team are amazing! Halsey and Ellie love coming to day camp!!! Highly recommend. I don't know how they do it but it never smells. Awesome place! read more

They treat their customers like they're idiots. We went to look at the ID tag machine to see what kind of tags they had and the woman rudely said we have the tags up here for you to purchases. We didn't want to be rude and cut people in line. read more

I would never take my cat here again . The groomers name was Heather. When I walked in it smelled and there was all types of dog hair everywhere. Clearly they did not clean up between clients . My normally give my cat a bath and de shed once a month. She does not mind the bath and just sits there . I only booked a grooming appt to get her trimmed, the bathing was just what was included so was a plus. She is a Persian. I tried to book other places but they were fully booked for months/not taking new clients. She was not trimmed at all.... Just bathed and de shed . She even came home partially wet. Because they did not want to "stress" her. Mind you my cat is declawed and does not even hiss. I've personally bathed her and brushed her. When I asked if they could try again . I watched her roll my cat over on her belly and all my cat did was roll back over and that was considered stressed.... Just washing and deshedding my cat is not worth $100 I do it every month. read more

I boarded my dogs for 3 days. Both dogs came back severely ill with kennel cough. Both were vaccinated. They obviously have an outbreak and their sanitation standards are probably extremely low. Also, during their stay, I called multiple times to see how they were doing and not even once the phone was answered. AVOID AVOID AVOID the pet hotel at pet smart Henrietta. 0/10 Seriously. I am beyond upset. Absolutely horrible experience. I will take my business elsewhere. Seriously. Avoid. Oh and btw in case you wonder for 2 dogs for 3 days in a shared room is around 350 bucks. read more

Poor breeding conditions. Got a pet from here for a friend maybe a year ago and it died from poor breeding conditions and parasites. Educate ur staff so they can properly educate the people that are adopting these poor animals. And stop interbreeding/inbreeding animals. When I went to this store to adopt the pet, the lady was very pushy for me to buy the whole store but didn't even touch the pet herself. Clearly the staff doesn't know what there doing. Yet, sell us $400 animal equipment for the animal to die a year later from parasites and poor breeding. Take this to heart, petsmart. But we still no longer be supporting you along with the other animal people I have in my life. Thank you read more

This place used to be a great place to shop at for my pet needs. But over the last visits things have gone down hill. Front entrance has been dirty and cluttered, seems to be under staffed. Sale items are sparse, and often out of stock... I need to find a new place. read more

We are very impressed with the dog trainer Tia. She is someone who truly knows how to handle and train dogs. As a bonus she also knows how to handle and train the dog's owners and that is, without a doubt, the most beneficial quality she possesses. read more

Love the grooming salon here. Everyone is accommodating and talented. It's cleanly and they are trained in safety m.

Shout out to Lindsey at Petsmart in Ft Myers. She did an awesome job on my standard poodle. We had a previous bad experience at another groomer and my 1 year old poodle was afraid to go to the groomers. Lindsey was awesome, patient and the cut was the best we have had. Just and awesome experience!! read more

I took my cat to get washed, brushed, de-shed, nails clipped, etc. I was told they did a dry shampoo since he didn't like the dryer and they didn't brush him because he swatted at them. I bring him home and his lower back is wet and seems to be the only thing washed. Not even his stomach was wet. If it was a dry shampoo I don't understand why his fur was wet. There was still plenty of fur coming off of him. I would think as a groomer you'd he equipped to handle animals who don't like being brushed or washed......that's why they're brought to professionals. I should have just done this at home instead of wasting $50. Would absolutely never recommend getting your cat washed here. Just risk being mauled at home. Complete waste of time and money for both me and my cat. Wish I could get my money back honestly. Btw my cat is very chill and very sweet. He swats at me at home when I brush him but his nails are clipped it's not painful and he just gets through it, he's not an aggressive boy and poses no real harm to anyone. He's super chill just requires some patience which the groomers here don't have when it comes to cats... read more

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great grooming always satisfied and happy. very nice, respectful and friendly. My dog is always happy so am I. Sophia has been going last few years. Love the location as well. love the razzle-dazzle with the cute scarf or colored stripes on her hair. read more

Brought our dog to doggy day camp in Henrietta, NY, and picked up a very stressed out dog. The employee told us he just pulled "him" from camp for humping. First, our dog is a she, and she has never ever mounted another dog. When I said that, he was quick to say he wasn't lying. (I never suggested he was lying, but after his quick reply, I'm rethinking that.) Do not recommend. read more

My dog loves to go here for boarding or daycare. we aren't near any dogs but at Petsmart, he gets to play with other dogs and has some personal play.He's a little timid when first meeting people but not so here. He gets real excited and almost runs in. What impresses me is that they even know who he is when I come to pick him up. That proves to me that they're giving him attention. It's a bit of a ride to the Pitomic Petsmart but the other ones don't have Daycare or Boarding. It's worth the drive though. read more

Whenever i get stuck having to stop here on my way home, i always kick myself upon leaving, for the customer service in this store has never gotten better. Just walking into the store, it almost feels as if i'm walking into a superstore. all of the employees seem to have no interest in assisting myself or other customers. On another note, any time i have stopped here, the animal care protocols in place are so sad. from small animals to reptiles, but most importantly the aquatics department. The care for these animals is extremely poor. I am much better off stopping at the Petco on Hylan. For years i resisted the hylan drive store but the last couple months, anytime i've decided to stop at Petco, i never leave unsatisfied. Their newaquatic specialist Patrick takes great care of their fresh and saltwater systems and they always have great sales for freshwater fish and even more importantly, their Betta selections are incredible. If you're an aquarium connoisseur, Petco on Hylan Drive over PetSmart on Jefferson 10/10 times. Hope this helps! read more

Victor, NY Grooming I have been taking my dog to this location for 10 years and have never had a complaint until now. New groomers, new management, and very unprofessional!! Also, $20 price increase is ridiculous!! I will never go back and its a shame!! I miss the old crew!! read more

The PetSmart Pet hotel in Henrietta has been nothing but a nightmare. When you call wait times are 30 minutes to an hour. When I had questions, the staff was rude and short with me. At baseline they only walk the dogs in the morning and evening, anything extra you pay for. I would only board my pet here as a last resort. read more

Super store, what can I say? Other pet stores direct you to PetSmart because they offer comprehensive therapeutic dog food that they *can't* stock & sell. It's also a welcoming place for pets. As we were leaving the store today with our Royal Canin food for your Betty, I saw a couple being dragged inside by a cocker spaniel who could't wait to get in the store. This is a TRUE five-star store for pets and their owners. read more

PetSmart - Royal Canin is the best! - Pet Groomers Near Me - Rochester, New York

Half-assed grooming service. My dog has a heart murmur and they charged me $15 extra for an "express" fee so she has no cage time. Ok that's fine but I wasn't warned ahead of time. The grooming service was over in 20 minutes (takes an hour anywhere else), she was half wet still when I picked her up and her ears were dirty. The attitude and the vibe of the grooming manager was very unprofessional and she made me feel like I didn't belong. I certainly wasn't comfortable or pleased with this experience and will not be going back. read more

We've been taking our dogs here to see the same groomer, Laura, for years! She even takes care of our cats and she's absolutely wonderful. She works very hard, and even though they're extremely busy, she does her best to accommodate our needs! Our pets love her, and we look forward to all of our appointments. Highly recommend! read more

This place is the most frustrating. You can't ever just run in and out for something-there is always a HUGE line and ONE very SLOW cashier and it takes forever. I hate when I'm forced to pick something up here. read more

This is for the groomers. The groomers do an outstanding job on my dog. I have used them for a year now. My little shelter buddy is always happy after his bath and haircut visit to this PetSmart. read more

Since I moved to Rochester over a year ago, this has been my go to spot. My dog has been a part of the Banfield Pet Hospital Health program for a few years now, so it was an easy decision to look no further for a place to have my dog bathed or boarded. The workers are always sweet to my dog, and I can tell they genuinely enjoy being around animals. There are reoccurring discounts on blue buffalo dog food, rebooking discounts for grooming, and the workers at the Petshotel have been polite and efficient. The customer service has always been great, and I am happy to have all my dog services in one spot. The pet report cards post grooming and boarding are a nice a touch and make this pet parent proud to have such a Good GIRL! Danielle bathes and trims my dogs nails in case you were wondering. read more

"Papoo's Groom Story" I shall call this review. So every 6 months or so I get my cat groomed since he is a very long haired cat and my son and I have a slight allergy to the dander. With grooming and a non carpeted house we have no problems really. I use to have the grooming done at the vet but the groomer has since left ,leaving me to find one. So called here and made an appointment. All I needed was his recent rabies shot info. The grooming included a lion cut, nail cut and bath. It was suppose to take about 45-hr. Well 10 min later I get a call saying he is not being cooperative and they cannot continue. I've never had any problem with him before needing sedation or anything so it was a little frustrating but maybe he just was having an off day. She said he was only half groomed and I wouldn't be charged. I arrive to see him on the table fur everywhere very disgruntled lol. The groomer explains he was hissing and bit the protective arm gear they wear. Then brings him over to me. I'm like "umm he can't be washed down or anything? " He was covered in cut fur and dander. She states that once their safety is compromised they cannot continue. Now that is completely understandable but come on...he's a declawed cat and he was calm when I arrived. He let her pick him up and carry him over to me. I understand they can't continue the cutting part but to hand me a dirty hair clippings covered cat is unacceptable. I picked him up after her statement and left covered in hair, eyes watering and a runny nose as hairballs flew in the wind like tumbleweeds in the old west I thought to myself.....I don't believe pet smart is smart at all. That and some of their items are super overpriced. I do enjoy seeing the fish and kitties though. Hence the 2 stars. read more

PetSmart - Pet Groomers Near Me - Rochester, New York

My two dogs were boarded for 5 days about 2 weeks ago for a trip I went on, and both ALSO came back with kennel cough (Ive seen other reviews saying their dogs caught it at pet hotel as well). My mother came on the trip as well and boarded her dog there at the same time and her dog came home to a different household, also with kennel cough. They were coughing up a storm and having the worst asthma attacks. They were all 3 vaccinated for kennel cough and came back sick anyway. They obviously are having an outbreak of this illness and I am not sure they are doing anything to prevent/ stop it from infecting other dogs. Also can never get through to anyone on the phone and have to wait like 45 mins to speak to an actual human. read more

So me and Wife had the worst experience at petsmarts today they butcher our dog didn't finish cutting him. When I asked why they said he peed and they didn't have time to give him a bath again. The last time I check that what dogs do especially next to other dogs. You think since pets mart killed a dog this year by forgetting him in the dryer they be happy to get customers. Anyway I went to target got clippers paid $30 dollars and cut him myself no issues btw. Letting fellow dog owners know don't go here read more

PetSmart - Petsmart butcher my dog haircut - Pet Groomers Near Me - Rochester, New York

Love this pet store. I always get great deals on toys and treats. Best feature is that their grooming is walk-in! I can just grab the dogs and go. Staff is always friendly. read more

I took my cat to the Pet Hotel while my family went on a 4 day trip. He was recovering from a major surgery and had to be on medication. I received a phone call from Petsmart on Thanksgiving telling me that my cat was swatting and hissing at them and they could not medicate him in that state. And since it was unsafe for him, he would have to be picked up in the morning if they were not successful. My cat does not have claws in the front and giving a cat a pill should be no problem for people who deal with animals all the time. I had to have him picked up the very next day when they tried again and failed because they were too scared of my clawless cat. We had him taken to Evergreen Kennels where the staff was very professional, friendly, and genuinely cared. They also had no problem medicating my cat. read more

Please note, this review is for the grooming salon (but also really only for one groomer in particular). I've had my dog groomed by several different groomers, and at a few different PetSmart locations in the Rochester and Buffalo areas. I finally found one groomer who is amazing with my wiggly little pup, and she does a great job. Amanda C. is the best! Despite my wiggly little guy, she's always so positive and does the job with nothing less than a big smile. My parents even decided to now take their dog to Amanda C. I would highly recommend her. read more

I'm specifically writing a review for the dog daycamp portion of the store. I've taken my dog to multiple dog daycares throughout our history of moving. I've been to Petsmarts in different states, and let me say that the staff makes a difference. This staff at the Henrietta location is usually rude, and clearly not happy to come to work everyday. After taking my dog here for a few visits, I noticed that the tote bag that I store his food that I send with him was completed destroyed. When I asked the employees what happened, they didn't seem to care or no, leaving me to believe my dog was left unattended for a period of time throughout the day (which is not what I pay for...) I mentioned getting reimbursed for the tote bag (ok kind of ridiculous, but things cost money!) and the girl told me it was not possible, and didn't bother to contact a manager. At this particular location, they also informed me that because my dog had a small growth on his paw, he could not play because it was a wart & was contagious. I didn't believe them- so they used their in store vet to verify it was indeed a wart. Since I take my dog here before work in the morning, I didn't have enough time to return him home, so he had to sit in confined care (which costs the same price ) for the day. The next day, I took my dog to my vet, where I was informed the spot was not a wart, and that Petsmart didn't know what they were talking about. I'd like to also note that they allow the dogs to play with toys inside of the play area- which is not recommended. There's a reason why toys are not allowed in dog parks-- dogs can quickly become upset and aggressive if they believe another dog is trying to encroach upon the toy they are using. Most dog daycares I have been to do not allow toys. This is the most affordable location for daycare, but with the cheaper price, the lack of quality is very noticeable. read more

When I was going through a divorce and had no money I would take my Son Blake here and tell him we were going to the zoo. We didn't have enough money for Seneca park zoo but this was a good alternative. That little guy would get so excited when he saw all the fish and the turtles and the ferrets. Blake would run up to me and tell me how much he loved me and that I was a good daddy and that he wished me and his mother would get back together. He's such a good boy. I bought him a frisbee and then we would go play in the park. ahhh those were the days. I don't own any animals but they have a great selection of dog toys. Highly recommended shopping if you have a pet. read more

This PetSmart Grooming salon is terrible. Beware. The groomer, Misty K, was rude and abrasive.

I was so stoked about getting our pup cut.. Made them aware when we made the appointment that our dog had matted ears and they said that would not be a problem. Girlfriend moved around work schedule to make this happen. Shows up and they would not cut our dog because of his ears. No problem at least cut his face down and his body. Wouldn't do anything... Asked to speak with the person who made the appointment and they didn't know who it was... I understand things happen and issues arise but not willing to do anything at all and not knowing who made the appointment so that you could coach your employee to better their customer service so your people don't give out wrong information. read more

Very rude staff at the Henrietta Pet Hotel. Tried to bring our dog in for boarding, and they said because his distemper expired one month ago they would not accept him. Offered to go to Banfield to get it updated next to them and they said that wasn't good for them either, had to wait 48 hours. In a way I'm glad they turned us away, we went to a better place that lets your dog pee more than twice a day and the dogs aren't in a kennel. PetSmart might be cheaper then other places, but be aware don't go there! read more

Took my small dogs yesterday. One is nippy, they started to refuse to groom him for safety reasons. He's not mean just scared, Laura stepped in and made friends with him. She was able to groom him because she gave him TCL and he looked great! THANKS LAURA you went above and beyond read more

Janet at Petsmart galleria recently groomed my dog. This is by FAR the best grooming that has even been done for Bear! Thank you Janet - you are amazing! read more