5 stars for customer service, 1 star for cleanliness. We needed an FAA-approved pet carrier so that we could take our cat on a plane. When we arrived, there were a wide array of carriers available and we weren't sure which one to buy. One of the store employees went above and beyond to help us find the right carrier, even going online to double check our airline's size regulations and recommending other items that we might need. She also opened up another register to personally cash us out rather than have us wait in line. I was surprised (in a good way) at how much she was willing to help us. The store is apparently being renovated right now, but the dust and dirt is out of control. I worry about the birds and small animals in the store breathing that in 24/7, as well as the employees. The carrier we selected was absolutely covered in dust and dirt, to the point that the employee who helped us got a duster to brush it off for us and it created a huge cloud. Everything we bought from the food and water bowl attachments to the carrier was covered in a layer of dust and dirt. Also, the floor is unsightly and in disrepair. I hope that it's included in the renovation project, because it really needs updating. Even with the renovations in progress, the level of dust and dirt on the merchandise is unacceptable. There needs to be at least one employee dusting and facing the items on the shelves daily. I've worked plenty of retail jobs, and most of my former managers would have flipped out if our merchandise was that dirty, renovations in progress or not. I would shop here again, but not until the renovations are done, the shelves and displays are wiped down, and the merchandise is properly cleaned. read more

Dog Grooming: Things started out okay with one of the groomers, but it got worse over time. The women in the area (no men) spend their time laughing, joking, gossiping not paying close attention to their dogs. No management cameras to monitor groomers. First couple of appointments were fine. Then, on the first bad occasion, the groomer used a shampoo that made my dog's hair fall out in small clumps. When I questioned her, she said that my dog probably had an allergy. Okay, I can understand that might happen. The next appointment, when I returned, my dog's fur had been gouged on her backside by clippers (this was later verified by a groomer at a professional salon). When I asked the groomer what happened, no apology, no explanation, just "It'll grow back." I was not happy and when I questioned the groomer about why it happened, I got no plausible explanation. I left and decided not to return unless absolutely necessary. I do not recommend PetSmart for dog grooming. There's too much staff playtime going on instead of paying close attention to the dogs. Managers are not monitoring the groomers. Sadly, PetSmart could be a top-notch company with great employees, but the people chosen for this location are poor examples of professionalism. read more

My mistake was going there on a weekend. Poorly staffed. No help. I waited fifteen minutes for a tropical fish purchase and then left.

This pet smart is good I was able to find everything I needed and the staff went above and beyond

Katie went to the spa and had a bath and toenail clipping and filling. She was very happy with the service that took about an hour. I walked over to Panera and had a cup of coffee while she was being pampered. When it was over she was clean and smelled great, for a day, before she rolled in the snow. Oh, well. read more

I highly recommend Do Not take your dog to this location. The manager is beyond rude and does not have the least bit of professionalism. The manager's actions are past pathetic . My husband also experienced rude behavior by the manager and her staff . By the way, avoid displaying any dissatisfaction as it will cause you more frustration ! The store manager does not display a scintilla of decorum. The manager of the salon and the store manager need to attend customer service training. I read the reviews today and the majority were bad. I should have read the reviews prior to visiting this location. I am to blame and should not have patronized such a motley group of people. It is best to give one's money to an establishment that is worthy of receiving it.one read more

I recently bought my son a bearded dragon and the whole set up. I should have known when we bought the whole "bearded dragon kit" but then was told none of the lights or things that came with the kit would work well and I would have to buy all new things. Well, we got Rango and the set up and proceeded to order all the lights and fixtures to best suit him. On the 7th day we had him I noticed that he breathed different but it was only sometimes. They say it takes them time to acclimate so I just continued to monitor him. We monitored his eating, pooping, temp, moisture levels and we are 9 days in and I don't think he will make it thru the night. I have reached out to local vets but they are booking so far out I don't think it will make a difference. They did mention that many dragons coming from these stores have respiratory issues. How do we hold these chain stores accountable for the health of the animals they sell? We followed all advice from the sales reps and reputable online sources. My son is devastated as am I...the only thing that seems to make him comfortable is if I hold him so I will do that when i get home from work and hope for the best... read more

My puppy went for a puppy trim because her coat was already so long! I didn't know that puppy trim only covers face trim and sanitary trim. So i complained because it was not communicated and i literally went for the body trim (the appointment was on Saturday 7AM so i was pretty pissed). I talked to the manager and they said they're gonna do a full adult groom in exchange for free! And they're going to rebath her too because the appt is on different day. My puppy looked AMAZING after the second appt. She looks sooooo well groomed and very pretty!!! Our stylist was Andy and she was probably by far the best stylist we've ever had. So understanding and the result was amazingly thorough! Definitely gonna book our routine groom with her in the future. Thanks petsmart I'm a happy mommy! read more

PetSmart - Pet Training Near Me - Syracuse, New York

I have given the groomers here so many chances. I have tried again and again. I show them pictures. I spend ten minutes explaining what my dog's double coat requires. What tools to use and which ones to avoid. Then I explain very thoroughly exactly what I want, WITH pictures. I usually get the bath and brush but I found out that there's a difference between the bathers/groomers here. The groomers obviously require much more training so you think they would do a better job. I was promised by a manager two comped appointments after my dog's coat was ripped out completely by a groomer that used a tool I specifically told her not to. No notes were made on my account like promised so I ran into issues when I tried to use the comp. Luckily the Liverpool location talked to a manager from the Erie store and figured it out. Liverpool location did an EXCELLENT job. I should have made the drive out there again. I took my dog in for a full Thanksgiving groom. They changed the appointment on me because Gena said she had a tough dog before mine. I agreed even though it inconvenienced me. I tried to use the comp to get a discount on the full groom and was met with hostility. "ALL WE HAVE HERE ARE MISSED APPOINTMENTS AND THERE IS NOT A SINGLE NOTE OF WHAT YOU'RE CLAIMING. YOU GOT A COMPED GROOM FROM THE LIVERPOOL STORE AND THAT'S NOT US." I was so taken aback. Normally I would have snapped and left with my dog but I was just in disbelief and embarrassed. She then continued to push the furminating package on me which made my dog's groom almost $80. My dog had tangles and a couple mats but nothing that couldn't be done out with a slicker. He had a good amount of undercoat but like I said, a conditioning and a slicker and you're golden. I hesitantly agree after going over EXACTLY WHAT I WANT. I figure she knows what she's talking about and I voiced every concern I had in detail before I left. I didn't want him to look shaved. I didn't want him to look flat like he did before. I wanted a neater, trimmed shape but I wanted him to still be fluffy like he was before. I wanted everything to blend. She suggested we use a rake for the undercoat and I agreed. I come to pick him up and wait ten minutes because she's working on another dog and the other groomer is speaking to customers. When I saw my dog, he was jumping all over the place so it was hard for me to get a close look but it was definitely too short. His stomach is completely uneven and he has a weird shaved patch around his privates. His legs are shaved unevenly. The outside of his legs were shaved more than the back of his butt so his shape is completely off. Then he has an almost to the skin shaved around his butthole. It just looks weird and makes no sense. You ruined my dog's coat. I know you're going to say I'm looking for another free groom but please look at the photos of this HACK JOB and tell me it was worth $85. I will NEVER visit this location again. I really like Mary Ellen and Holly, they are the only genuinely nice people there. I am sure after this review I will no longer be welcome there but I don't care. PLEASE do not make the same mistake I did. Stay there for at least an hour and WATCH them with your dog. Because it was too easy for them to play beauty salon with my dog's coat. read more

PetSmart - Look how uneven his stomach is - Pet Training Near Me - Syracuse, New York

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Absolutely worst dog grooming/ service in the area don't take any animals here to get any service after being told the last two weeks they couldn't make the reservation that was book so we rescheduled only two days later to be told the woman we schedule called out and were given a "comped " schedule cut. Upon dropping her off I was called two minutes after saying they couldn't complete the cut for the safety of staff and my dog say she nipped at the clippers ... I asked to speak with the woman who had issues the manager refused I asked to see the footage from the camera the manager David refused obviously your just a number and dollar amount here no reason to take our/your beloved members of families to be mistreated read more

Our experience today was fantastic! Jordan, one of the PetSmart employees, took exceptional care of myself and my 2 young boys today. She showed them snakes, a turtle, a bearded dragon and a gerbil fur ball, going into great detail about each and every critter. She also helped us get crickets for our pet frogs that we have at home. Jordan should be commended for her exceptional customer service and her thorough knowledge of the store and the animals that they carry. read more

I took my friendly and easy going Golden Retriever in for a bath and brush and ended up taking him home soaking wet. I understand that Covid restrictions limited the amount of people that were able to work on a dog, but find it unacceptable that a trained groomer is not able to do the basic requests for such a well behaved dog. The inability to dry, trim nails, paw fur, and sanitary areas of a non-aggressive dog makes me question their capabilities with dogs that can be aggressive or shy. I realize I have an 80 pound dog, but that was disclosed when the appointment was made. The staff was unfriendly when we went to pick him up and we will not be returning. read more

I've never experienced worse service in my life. Kept my dog locked up in the back for an hour and a half after her appointment started before even starting to groom her, then called me 25 minutes after they started and told me they no longer had time to go through with the appointment. They took another dog with an "express appointment", which apparently made that dog more important than mine?????? Handled the situation horribly. Treated my dog horribly by keeping her locked up, terrified, for such an extensive amount of time. Will never go back. read more

I do buy a lot of things from pet smart but I don't get any grooming done there. I do want to say that I asked about a certain kind of clippers to buy and they were very knowageable about the certain clippers. I gave them 5stars. read more

Ordinarily I don't write negative reviews. But, perhaps this one will help with improvement. The magnetic strip on my debit card did not work in the store today. After a dozen tries with a most helpful cashier, the general store manager "Brian" was called to help enter the card information manually. Simple task, right? Except when "Brian" came on the scene, to my surprise he stated that he could not enter the card information manually. Odd response--given that I would have entered it manually online myself for store pickup had I known that the general store manager would be most unhelpful in the event of such a simple hiccup. The worse is that the weather in Syracuse today is extremely hazardous, with travel advisories, and below zero temperatures. Still, I had to drive to the bank, use that same card to make a withdrawal, and then return to the same store. A manager that could have better "managed" the situation would have really helped today--of all days! Meanwhile, I'll get a new card and maybe just order online from now on. read more

I recently adopted a second pup from a local shelter, and when it came time to grooming I was hesitant in taking her somewhere to be groomed. There are lots of options like mobile grooming, local places, and the chain stores. Out of convenience, I chose Erie Blvd Pet Smart and figured I would try them out. I am certainly glad I did! Outstanding service! They squeezed my girl in at a time that worked for me and my schedule, even though they were pretty booked. The groomers were extremely helpful in deciding what services fit best for me. They were not pushy into trying to get me to upgrade services, but recommend products and services that fit best my pooches skin condition, fur type, and all over condition. We also picked a cut that would make my girls coat and body type look the best. They certainly came through! Outstanding service and my girl looked great after her cut. She was certainly happy to see me, but clearly had a good time. The groomer and other staff clearly have a passion for what they do, and all loved how sweet and friendly Lola was during the visit. I will never hesitate to go back in a couple months when she is due for a grooming again. I also took note, that while other customers were there picking services, they provided the same excellent customer service, friendliness, and expertise to suggest the most appropriate services to their dogs too. Thank you Pet Smart! read more

We had taken our lovable Shih Tzu Bella in for grooming appointments for years, and all of our experiences so far with the staff had been positive. Until yesterday, that is. Our dog is epileptic and this has been successfully managed for the past year, and we have always paid extra for express grooming services and stayed close by so that, if god forbid, anything were to happen, that we could immediately get her help. Yesterday, within a few minutes of dropping her off for a bath, Bella exhibited signs of possible seizures, Petsmart called us (we were shopping next door) and we rushed back and got her to the vet within a few minutes. Thank god Bella is doing ok, but an hour after this happened, we received a very improper message from an employee that Bella was now no longer welcome at their grooming center. I guess dogs with disabilities aren't worth accommodating in the eyes of Petsmart. We did everything right, kept our Bella safe, and have been loyal customers of this store for years. For them to now say Bella is unwelcome there is a slap in the face to us, and worst of all, we weren't even notified of this by a manager. We will never shop there again. read more

They kicked my dog out because i publicly talked about groomer nicking my dog. I only found out after i spent money for shots and dog accessories and tried to rebook for another appointment. I spoke with manger over the phone and thought it was taking care of. If you can't address a problem then i guess i don't need to return...shameful. Moral of story don't complain or you will be aaked not to return. Not how can we help? read more

After my cat had a serious stroke I was told by his vet to keep him contained for a bit as he recuperated. I needed a cage to secure him and keep him safe. I called EVERY pet store in my area. PetSmart was the ONLY store whose representative treated me politely, with kindness and a feeling of genuine concern on that first phone call. I chose to go there and found more employees who were very helpful and professional. Likely other pet stores had what I needed but it was a superior experience, from the first phone call to the employees who assisted me in-store, that will make PetSmart my place to go..from now on. read more

I brought my pit lab mix to be bathed and nails done to the petsmart on Erie blvd. before I got him out of my car I went in and told them he was very excited and hyper and crazy one of the groomers rudely told me to reschedule an appointment at 7 am bc the store wouldn't be open and the groomer was (as if it was common knowledge) I told her He needed his nails done and I drove 45 minutes to get him there. So I finally got my dog to the groomer and after asking how long it would take, the girl said not to come back for at least 2 hours. After an hour and a half I was called to come get him. When I arrived I was told his nails couldn't be done bc they "didn't want to put him through it". So, frustrated bc I was told they handled dogs like him and I drove 45 minutes to get his nails done ...I obviously complained and she said well I guess I can take the nail cutting and grinding out of the price...good thing I complained! I'm not sure how experienced the girl was who cut his nails but I've taken him to 3 other places and not one has had a problem so I guess I won't be going back to petsmart. To top it all off when I got my dog outside I realized the girl had hooked up his harness wrong and he could have easily slipped out and ran away. Terrible costumer service and incomplete services, never again. There were small dogs being groomed and it seemed like they did a good job with them. So before scheduling appointments they should let costumers know if the dog is big they may not be able to do the services the costumer brought them there for. It was a waste of a day and I spent 23 dollars on a bath with regular shampoo. read more