Grooming is non-existent ("got the big fur out but she didn't like being brushed), so our husky had an expensive bath. Customer Service is even worse - I complained and requested a response 2 weeks ago. I'm still waiting... read more

I have been going to this Petsmart for general pet shopping, the Doggie Daycare, and the grooming salon. First of all, I have a poodle that HATES to be brushed or touched. I have had other grooming places in California, New Jersey and here have a terrible time with her, or they just call me 15 minutes after I drop her off and say come get her. (I have moved a lot in the past 5 years.) She is wiggly and just doesn't like to be groomed. Laura at this Petsmart is INCREDIBLE! She is one fantastic poodle whisperer for sure. She grooms her and she is even falling asleep as she trims her, she is so relaxed and calm in her hands. I have never seen anything like it. Laura is fantastic! Also this is actually the least expensive of places I have gone for grooming. As for the Hotel and Daycare......the girls all know my sisters dog Lilly, who has been going there every single Wednesday since this location opened over 7 years ago, and my dog Pearl and they take great care of them both. They pay attention to our needs, and our dogs needs. Quirks and all. They are great!!!!!! All in all, I love this place and recommend them highly. read more

Called on a Tuesday for a groom appointment; employee asks if there is a better time or day and I say, nah, I work from home so whenever. Employee says how about Friday 12:30; I say great, see you then. Drop off the pup and get my bill which was higher than normal. So, I ask the manager since she was the one to check me in if they had an increase in their fees and was told no, the increase was because my appointment was made for the weekend (which apparently at Petsmart includes Fridays). I was surprised by this and asked why this wasn't presented to me when I made the appointment; manager simply stated "Well, I didn't make your appointment so sorry." Please know the increase was not monumental but it ticked me off because I can bring my dog anyday anytime and I think the added fee should have been disclosed. As a manager, in my opinion, you should at minimum present yourself with better customer service and perhaps state this issue will be discussed at our next staff meeting and hopefully will not happen again. Only because the manager's response was so flip, I will no longer bring my dog here. And for the record, this was the grooming salon in Coral Springs on Turtle Creek Drive. read more

I called to set up an interview for doggy day camp. I was informed that my dog who is a pit mix could not attend day camp bc if his breed. Company policy. Without meeting my dog or seeing how he interacts with other dogs. My dog goes to numerous area dog parks daily and gets along with large and small breed dogs. This is discriminatory and rude. I will never shop here or recommend this place to anyone. Discrimination without meeting my dog is distasteful and wrong. read more

This review is just for the grooming salon, particularly our favorite groomer, Sara. She is great with our dog and she is very sweet. I would have given Petsmart a 5th start but to be honest, the rest of the staff was a bit rude. We will keep going back as long as Sara is there. She does a great job with the bath, checks his ears and great job on nails. Bosley comes back home happy and very clean!! read more

I made a reservation for my dog there over Columbus day weekend, as I was going out of town and their amenities sounded great! So, I went online and made her a reservation, they asked me all the standard questions, is she fixed? What type of dog? How old? Nothing out of the ordinary. Mind you, I have a pit bull and american staffordshire terrier mix. S I always feel bad leaving my dog so I opted for her to have additional playtime and playtime in the doggy daycare they provide. Also, she needed a nail trimming and a bath, so I decided to give her a little pampering and opted for those services as well. I received a phone call from them about a day later asking me for my vaccinations which I was able to provide. Everything went well until we went to drop her off, due to her breed they wouldn't allow her to partake in the doggy day care. In the moment I just opted for the additional play time, however they didn't even get to pet my dog until they decided she wasn't eligible for the service. Not only that, but in the phone call the woman never mentioned anything about her breed being restricted. When I came back to pick up my dog, she was tails wagging and happy as can be! I was so excited! The woman at the counter told me that my dog did not receive her full individual play time because it was so busy from the holiday weekend, and she wasn't able to provide me the "paw-gress" report, also provided in the stay. She continued on to tell me that they also couldn't clip her nails because she was "too scared, and wouldn't let us near her." Okay, so I took my dog up front to the salon, and she hopped on the table and got her nails done. I have never, NEVER, had an issue with this. I take her to PetCo all the time and leave her alone with the groomers and she is perfectly fine. I will never bring her there again. If you have an issue with a breed, you should let customers know up front. My goal was not to have my dog locked up for three days. If I wanted that I would've kept her home and had someone stop over. It's sad I spent 100$ to lock my dog in a cage. DO NOT RECOMMEND! Especially for Pit lovers! read more

I've been a loyal customer here for years. With three cats, the cost of premium pet food, litter, toys, products, etc. adds up. I'm sure I spend thousands each year. My 14-year old male cat is in liver failure, and can no longer groom himself. He's been given 4-5 months by my vet, and is now completely deaf. It's heartbreaking to watch him lose the ability to care for himself, and as he's a long haired cat, I don't have the expertise to properly groom him. I called PetSmart to ask if they could help me, because he's struggling in the heat from all the matts that have accumulated. I was shocked at the poor response... and quite honestly, offended. As soon as they answered the phone in the grooming salon, it sounded like chaos was going on. The woman who spoke with me had a terribly harsh voice, and screamed across the grooming salon to ask if they groom cats over 10 years old. She said, 'sorry we don't do older cats they're too sensitive' and started to hang up. WHAAAA??!?! I stopped her and pointed out that, while it was their right to set their own policies, perhaps in exchange for turning away their loyal customers based on the fact that our cats are now OLD, they could offer some suggestions on who could help?? She gave me the name of someone up in North Greece (I live in Brighton... how would a 25-minute drive up to Greece not be stressful for my cat?). She didn't care one bit about my cat's situation or have any interest in helping. I found this so offensive, I am stopping any further patronage to this store. I spend $100/week on my three cats. PETCO will now be getting those sales. Incidentally, after this terrible experience, I did call Petco on Monroe Ave. in Pittsford. The response could not have been more different. They spent 10 mins. on the phone with me just figuring out the best approach for my cat, since he's older and sick. They then fit me into their next available slot, and I took him in. They were incredibly kind and gentle with him, and did an amazing job. He is so much happier since coming home from Petco... his matts were pulling on him, making him hot and uncomfortable. No one wants their pet who've they've loved for years, suffering unnecessarily. But for the groomers at Petco to care about his comfort, too... that flat out impressed me. If you want the best grooming experience for your pet, ditch these unprofessional bozos at PetSmart and head to Petco, where they are clean, courteous and caring. read more

I have been taking my Yorker mix, Bella, to Jay at the Henrietta store. She does a phenomenal job.

This is for the grooming salon at Henrietta. I typically go to Webster for a groom, and the staff there told me I should come in whenever possible to get my doodle a thorough brushing between full groom appointments. I'm going to be in Henrietta so I called up the grooming salon to make a brushing appointment. Not only were they not friendly, but they were not interested in brushing my dog. She made two excuses why it wouldn't be a good idea for us to just come in for a brushing appointment. First it was that they couldn't brush without bath (contrary to what Webster recommended), second was that since my dog is getting checked out for allergies at Banfield, "brushing would irritate her skin" (this associate has never met or seen my dog). I'm sorry, do you want my business or not? It was an unpleasant, unhelpful and awkward phone call. Will be going back to the Webster Petsmart despite the farther drive, sweetest staff ever over there! read more

As far as Louisa she is a 10 out of 10 my dog absolutely loves her. I was unhappy to hear the prices are more expensive from Thursday through Sunday! That is ridiculous and I have written the corporate offices. read more

I was just at Petsmart on Jefferson and was really bothered by one of the employees (Denise)at the cash register. Since it's late and I'm tired and I'm NOT going back to shop there again I'm not going to write the detail but they have to do a much better job in employee education especially in dealing with a customer. read more

Pets hotel? More like hell hotel. This place should be shut down. They only let dogs being boarded urinate TWICE A DAY. Apparently it costs 16$ if you want your dog to have extra urination privileges. What human could only get by on urinating twice a day? This is absolute torture for these poor animals. What is worse, they lied to me about what happened to my pet's bed. They claimed that it was chewed up. After further inspection, I know exactly what happened. The bed had been soiled (because my dog who has never had an accident inside clearly hadn't been let out to urinate...which supports the 2x a day allowance)... and then they tried to hide the evidence by washing the bed. Little did they realize that the cover has to be zipped off...they tried to wash the entire bed which resulted in the stuffing accumulating into a ball, and then the ends of the bed melted in the heat from the dryer. There is NO WAY the dog chewed the bed...the evidence does not support that lie. Which leads to my second question...why did they feel the need to lie about what happened? Too embarrassed to admit the truth that my dog urinated because they are not let out? This place is absolutely disgusting, the dogs are evidently mistreated (in the sense that they do not have the ability to go to the bathroom), which in my opinion is just as bad as being mistreated physically. More attention needs to be focused on giving dogs the decency of regular bathroom breaks. I hope everyone reading this takes this into consideration before allowing your dog to suffer here and possibly developing a UTI from holding their bladder for unreasonable hours. read more