Purchased almost $100 worth of pet food. Store had no more bags. Asked if I wanted to buy a reusable bag for $3. I said "No." Asked if they knew when the store would be getting more bags. "No, we only know when the truck comes." Employee looked like they'd rather be anywhere else. Had to carry everything out to my car and half of it dropped in the parking lot. Will be taking all my business to Chewy. At least they deliver to my door. read more

The employees are great here and they take such good care of all the animals. My family adopted our sweet kitty here and they were so kind and helpful! read more

My daughter bought 3 fish at Pet Smart on Holt Rd, including water conditioner, etc. We followed the instructions to the letter and the temperature was spot on. Within 24 hours all 3 fish were dead. A few hours later they started to smell really bad and we disposed of them and cleaned the aquarium. The following day my wife went to the store to get new fish or a refund. The store clerk told her that they only do refunds and replacements when you show the dead bodies, no photos. So you have to bring the rotten fish to the store to get a refund. We thought we did them a favor. That's their policy and there are no exceptions. Tomorrow we'll return all the other stuff my daughter bought there. Obviously, we'll never set foot in a PetSmart again. It's not just the store on Holt Rd. They all have the same ridiculous policy. read more

Rarely would i be bothered or care enough to come home, call Pet Smart Corporate Office AND write a review for my exoerience!! While shopping at the store this afternoon, an older woman and I struck up a lovely conversation about cats:) I helped her carefully put 4 cases of canned food, by flavor in her cart. Upon arriving at the register, she was quite dismayed that the only cashier was taking her carefully placed, same flavor cans out of the box, making rows of 4 each, with the upc labels all lined up. He then just tossed the empty box aside. I could see she was upset and joined in. I said "You DO NOT have to take out EACH can. Each box has the same flavor! Ring up 1 can x's 24." No ma'am he replied. Corporate policy requires EACH can to be INDIVIDUALLY scanned. Did I need to remind you she had 100 cans!!!!! As the line obviously grew longer, the cashier called for backup. The next gentleman to cash out customers, turned out to be the manager. I reinterated what was going on at the 1st checkout, and he was adamant that that indeed was corpoate policy. Just so ya'll know, when I called Corporate to inquire of this nonsensical, zero common sense policy, the gal in customer service AGREED with me and said she would file a complaint and let the powers that be look in to it. Such lack of common sense, and clear waste of time and register tape will certainly give me pause to shop that store again. read more

Grooming: I booked an appointment with Heather. She said she couldn't do my dogs grooming because she double booked herself and didn't have the time to do my dogs grooming. I made an appointment weeks ago. Why double book and then not have the time? Wasted my time. Very disappointed. Need better groomers and professionals. Groomers need training. I have a morkie. Of course that breed is going to take more time to groom. I even booked the most expensive grooming because of that. The information I filled out said a 3-4 hour appointment. So, why was another appointment booked during my time? read more

Always so helpful, have been going here for years for all pet care needs and treats! They have a large selection for cats and dogs especially. read more

I took my dog in for grooming and dropped her off. Later I received a call that my dog had a hook under her skin inside her mouth. They took her and the cage door the hook was on to the on premise pet hospital where she was sedated without my knowledge. The doctors there actually had to tell the groomers to call me. When I arrived to the pet hospital a young girl from pet smart greeted me and told me what happened. No apologies and that's the last I saw anyone from Pet Smart. read more

I've been coming here for four and a half years after moving here from Houston, TX where we used Banfield also after adopting our cat from the PetSmart there. The staff are very nice and very positive but when I have to " drop off" my cat early in the am and she's not ready to pick up until evening for a simple check up she is always very anxious and ends up throwing up in the car on the way home. It takes her days to get back to normal. You never had to "drop her off" in Houston and she was never anxious because I was there. I like the staff but I wonder what my cat goes through when I am not there. read more

The reason for my 3 stars is that I came here just to buy some dog treats. I thought I'd be in and out in 5 minutes easily. So I walk in and look for them, and read the aisle signage above me, and I can't find them. I looped around the whole store, and was like ok, they have to have dog treats, so I started walking around again. They have signage for like every brand of dog food so I thought maybe the treats were mixed in with the different brands. So I went up and down every aisle and still found nothing. Finally a found a spot with a bunch of treats...but they were for cats! I missed them the first time around because I thought it was a cat section. So I'm like maybe dog treats are in the aisle opposite cat treats, but they were not. So, the store is not that big and I was feeling ridiculous, so I finally asked someone (which I never do). He showed me where they were, and they were actually the very first aisle. However, they're behind the cash registers, so I just skipped that aisle all together really. I felt stupid for not seeing them, so I looked up at the sign, and I still didn't see dog treats listed on it. I had come from work and still had my dress shoes on, so my feet hurt which was making me cranky, so maybe that's why I was frustrated, but I feel like dog treats shouldn't be hard to find at a pet store. That first aisle is pretty hidden by the registers, so maybe they could put something less popular up there. Or make a big sign for people like me showing where they are. :) read more

Went to a groomer in the Holt Rd Petsmart today and was absolutely thrilled with my dogs haircut from Lee. Best haircut my dogs ever had! I highly recommend him! read more

Dog Grooming: My dog's tail practically disappears in the parking lot, and then he does his mule impersonation once inside the store. Despite these signals, I brought Fido back based upon my own convenience. So sorry, Fido! No more! Fido was returned to me looking (and smelling) much the same and his nails were apparently untouched. I paid an additional charge for grinding. The groomer claimed he "got nervous on the table". I paid full pop and stupidly gave her over 30% tip. The customer service representative has been no help. read more

TERRIBLE. I made an appointment online like they requested and I went there for my dog and they said "you are here for a wash and brush" when that isn't at all what i scheduled! they told me i didn't have an appointment and messed it up. they said they'd call me to reschedule. after several attempts of calling and weeks of waiting, i called them once again, and they told me i'd have to wait months for another appointment after i've already waited a while. they even admitted they were wrong but didn't bother calling. i'm very disappointed and this isn't the first time this has happened. I won't be coming here again. DONT COME HERE. read more

I've been to the veterinary part of this petsmart as well as the dog grooming part. I will review each in depth. But first, let me review the store itself: The associates are always really helpful. There is this one cashier who is just delighted to be there and it really shows. She's always smiling and happy and upbeat. I honestly, don't know how she does it. But that's the real reason why I keep coming back. One set-back - they don't have organic pet food. My cat is very much allergic to all the food by-products the mainstream companies put in their foods. They do have, prescription food, but even those have the animal by-products. My cat's rectum really doesn't appreciate all those chemicals in his food. The veterinarian part of the store - I've been there 3 times for my cat's mysterious boughts of horrendous diarrhea (yes - from the by-products of the food that I had mentioned above). Well this mystery went on for close to 6 months. The vet thought it was parasites (every time we tested it, came out clean), thought he needed more fiber in his diet so put him on a prescription diet (that just made the diarrhea this foamy mess, horrible) then after months of bringing him to get this mysterious diarrhea fixed, I took my cat to a different vet and they said he had IBS due to food allergies. Put him on an all natural, low ingredient, low fat diet and he's perfect. You actually wouldn't' be able to tell he has IBS now, his poops are so nicely formed. So that was my experience of the vet. The dog groomers. I attempted to take my over anxious dog to get her hair cut. Well 2 minutes after dropping her off, they called me to say that they couldn't cut her hair. They said she was jumping off the platform and they just couldn't do it. I took her to a different groomer, which I will review tomorrow and they cut her hair just fine. To me, it seems like the workers didn't want to put in the work to get the job done. They just rather call and me NOT give them my business. Fine with me! So that's my review. The store - great. The other places, I'll pass. read more

The grooming services are amazing with Amanda! My Cleo loves to see her and my pup always looks amazing! Super happy!

Recently went to Pet Smart. They totally made a mess out of my puppy and hurt her with razor burn. My maltipoo is always clean and never matted when I take her in. She goes in every 3 / 4 weeks. I questioned 55 dollars every time when I know from past and family, it should be like 40. Lisa the manager set me up Appt and told me I would hav to go shorter to be cheaper. I asked her ... Not shaved? She assured me no. Well. Not totally but they sure put my puppy in a lot of pain. Could not sit for a day. Soooo mean and cruel. (She has Appt for damage to her anus , they cut her up. ) read more

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Totally understaffed. Told 15 min wait for walk in nail trim and going on 30+ mins of waiting.

This place is very racist. My friend went there with intentions to buy a bird because her son loves birds and she already has done research and bought a cage and everything and the employees helped her look and she found one that she liked and they told her she could not buy the bird simply because she was wearing a hijab and made her wait for 45 minutes till they told her she's not allowed to buy it. So sad wouldn't recommend! read more

My husband was living in Georgia and signed up with Petsmart's veterinary branch called Banfield for his feral kitten that he rescued. He moved back to NY shortly thereafter and transferred his vet records to the Webster location. He signed up for some year long vet service and it was the WORST. They made us bring George in repeatedly for "check ups," charged us $30 for a cone after he was neutered and insisted that he needed it (he didn't. And what vet charges that much for it?!) At one point, my husband lost his wallet and all his cards. He had to have them all cancelled and resent to us and we had to update all our auto pay things. Unfortunately, Banfield fell through the cracks and we forgot. Whoops- we're human. And having our auto insurance paid is a hell of a lot more important. We missed exactly 1 payment with them (it was $42 monthly for this nonsense) when the calls started. 2, 3 times a day demanding payment. WE GET IT. WE OWE YOU MONEY. My husband updated his card info- crisis averted. Nope, it was never entered properly and the calls started again. My husband began ignoring them because they called constantly anyway to get us to bring George in again. Finally, he listened to a voicemail and they were threatening sending us to collections for non payment. Huh???? We fixed the disaster and as soon as the year was up, we cancelled. Never again!!!! (Before any of you rant and rave at me for being some crap cat owner that doesn't want to bring him in....we brought him in once a month for a year. That's TWELVE TIMES, if not more. We own 5 spoiled, happy cats who are all healthy and thriving and there's no way that monthly visits are normal, unless there is a medical issue.) read more

I'll keep it short and simple. My sweet, one-year-old rescue dog (who is strong and curious) went to sniff at a woman sitting on a stool in the grooming salon. The woman kneed her in the face to kick her away and proceeded to ask me if I had talked to the store-based dog trainer yet and never apologized for what she did. Horrible experience, horrible grooming staff. We'll never be back. read more

The workers looking over the cats were so rude. They were just sitting there eating cookies while the cats were fighting. We asked to come in and they said that we could only come in if we wanted to adopt. When we said that we wanted to look to adopt they were yelling at us to get in quick. Then as we were looking at the cats their was one cat that was just terrible. The environment that those cats were in was terrible. The workers negative attitude and ignorance was shown. As we left the small room, another couple tried to come in but they were yelled at by the workers that they weren't allowed to come in, meanwhile they were there to adopt. What a terrible experience for us and a terrible life for those cats. read more

Not sure why this PetSmart has such low ratings - we love it! I love that I can book an appointment online for our dog - for grooming. What a convenience. The girls in the grooming area are outstanding. Molly always has a great time and she always comes back looking like a million bucks. Molly is ENERGETIC to say the least but they have never had an issue. The first time I ever took her to Petsmart was because we couldn't hold her still long enough to trim her nails - so I thought to try PetSmart (assuming they would never be able to do it). In about 3 minutes they had her controlled and nails cut. We are now a customer for life. Anyone that can calm a 1 year old golden retriever and groom them is a friend of ours! They are kind and always write the cutest notes in her grooming report card. The service we receive at the store, itself, has always been wonderful. We love bringing Molly when we shop to help her socialize with people and other pets. Its a great asset to the community and the manager has always been very kind and helpful when I see him. Having the vet clinic available, if needed, is also wonderful. Makes buying her prescription food a lot easier! read more

I took my golden retriever to the Webster PetSmart for a grooming. My dog came back looking horrible! I took photos of him and went back to the store. The store manager was very nice and agreed that my dog needed to be groomed again. We went back the next day. The manager of the grooming salon did the 2nd grooming. Then we noticed our dog was limping. We thought he twisted his paw playing. The next day the limping was worse. We looked at his paw and found a 2 inch slice down the pad of his paw!! We took him to our vet who agreed this most likely was from the groomer. How can you slice a dogs pad and not know it. I feel that this is animal abuse to injure an animal, even if by accident and not tell the owner. We could have gotten medical treatment right away. Now we had an expensive vet bill and our dog is on pain meds and meds for infection. I will tell every pet owner I know what happened at the Webster PetSmart. read more

I made a 9 am appointment for my Cockapoo to get groomed. He normally takes no more than 3 hours (even when he starts to get matted). When I dropped him off I was told he would definitely be ready by 1230pm. At 1225om as I am pulling into the parking lot, I received a phone call stating my dog would not be ready until closer to 130pm because "they were backed up". Needless to say, I was a little annoyed at this information as I live 15 minutes away and needed to get to work at 1pm. At this point I had to call into work and rearrange my schedule so that I could be available to pick up my dog. At 120pm I was just about to call the salon after not hearing anything, when they decided to call. The groomer, Carol, stated that she was very sorry and that my dog was on "final touches" and that I could start heading over to pick him up and he would be ready by the time I got there. At 135pm, I finally picked up my dog. While I was ringing out and telling the cashier about my experience, she said that the salon had an "emergency" which is why my dog was not ready. Well I find that funny coming from the cashier, when I was just in the salon and not one person indicated anything about an "emergency". When getting my dog out of the salon, the woman at the desk asked me how he looked.....well to be honest he was too long, and needed to be cut shorter, however I did not have the time or the patience to wait another hour or so to get him done the correct way. so I ended up just taking him home and hurrying off to work (which I was now almost 2 hours late for after traveling back and forth 3 times). When I called to speak to the Manager at 330pm, he said he would "look into what happened at the salon " and he would "get back to me". I have still not heard from the "manager". Again....needless to say, we will not be back here! It is clear that they do not care about their customers or their furry family members. read more