On June 15, 2026, I took my 45-pound mini Goldendoodle, Piper, to PetCo at 95 Flowers Commerce Dr.,…read moreClayton, NC 27527. This was her first grooming appointment with PetCo. The appointment was scheduled from 2:00 PM to 6:00 PM.
After walking to the check-in area and waiting for the customer ahead of me to complete his business, a woman wearing a grooming apron came out from the back. She had apparently seen me enter through the glass windows. She did not introduce herself or review Piper's appointment, she immediately began feeling my dog's coat and stated that she might not be able to groom her because she was matted.
I acknowledged that Piper had some matting and began feeling her coat myself. The woman then stated that Piper was "over 75% matted" and that PetCo could not groom dogs that were that matted. I disagreed and replied that Piper was nowhere near 75% matted and certainly not even 50% matted. I then asked if she was my groomer, and she said she was not.
Despite not being the groomer assigned to Piper, she again stated that PetCo would not be able to groom my dog. At that point, I told her I felt PetCo was being ridiculous and that I would simply take Piper back to her regular groomer, whom she has seen for the past three years, even though that groomer is located about 30 minutes away. The reason I scheduled with PetCo was convenience, as it is much closer to my home.
What bothered me most was that someone who was not my dog's groomer appeared to make an immediate judgment about whether the appointment could proceed. I also found the interaction unusual because, when I originally scheduled the appointment, I was asked about Piper's breed and weight. After I explained that she is a mini Goldendoodle weighing approximately 45 pounds, the employee remarked, "That's not a mini." I replied that she is, in fact, a mini Goldendoodle. She seemed concerned about Piper's size at that time as well.
The appointment was booked as "Piper's FS Long Hair Med Bath & Haircut Premium."
Piper is three years old and has been groomed regularly throughout her life by the same groomer. In those three years, we have never been told that she was too matted to groom, nor has an appointment ever been refused because of the condition of her coat. While I understand that some matting may require additional work, special handling, or additional fees, this was the first time I had ever been told that my dog could not be groomed at all.
In my view, if a dog's coat requires additional work because of matting, that should be discussed as part of the grooming appointment. If PetCo has grooming policies regarding matting, coat condition, breed, size, or any other factor that could prevent an appointment from being completed, those questions should be asked during the scheduling process. Groomers are the professionals and know what information they need to determine whether they can accommodate a dog. I was asked Piper's breed and weight when I made the appointment, and PetCo had every opportunity to ask additional questions at that time.
I cannot say whether size, coat type, staffing limitations, or company policy played a role in this experience. I can only say that I left feeling disappointed. Piper has been successfully groomed by the same professional groomer for the past three years without issue, which is why I was surprised by how quickly this appointment was dismissed.
For what it's worth, I routinely pay approximately $90 for a full-service grooming appointment and tip my groomer an additional $30 at every visit.
Have a larger hairy dog? PetCo might not be the place for you.
