Petsmart

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I was realy upset when i went to the lakewook towncenter petsmart. The customer service in fish section are so bad.They are not patient to answer the question. i don't think every customer know about the fish. so we need to ask information. how to take care and maintain fish and fish tank. i met before i buy fish 3 staff. 2 are realy bad customer service. espically one girl with shot hair, her face was so hard.i was scary to speak her. i can't image how come that kind of staff petsmart hire. i realy don't want to met again that girl. i can't forget her face the way she act and talk.petsmart need to train staff polite,friendly and smile. don't make customer scary.

Anonymous 5/10/10 10:46PM

Today I visited Pet Smart in Vancouver, WA. (192nd Ave) to my surprise my service was horrible. I had previously called and had an item put on hold for me with my name on it and it was to be left at register #1. Upon arriving at the store, it was busy, so after waiting in line for some time, the sales agent was not able to find my item. He then called for a manager, the manager, I believe her name was Serina? Anyway, she assured me that they would not hold my item in fact they do not even carry the item I was describing. I assured her that I talked with a sales agent and described our conversation, it continued to go bad, finally she assured my that I was wrong, asked if I had maybe called the wrong store, she acted put out but agreed to look a bit further for my item. She left and returned shortly with my item, my name was clearly written on the item, that was it, no apology, no excuse for her poor customer service, I paid and left feeling very unsatisfied. I do have a choice, Petco and Pet Smart are both near my home and after today's treatment I am questioning where I will go next. After I left I was still upset, so I decided to call the store to speak to the manager and to my surprise Serina answered and informed me that she was the manager. Wow, you can imagine my surprise, someone who is supposed to be a role model and a leader for others was the one who treated me so poorly. Times are tough and jobs are hard to come by, it is clear that Serina does not value her job or position.

In the past I have always had good customer service, but today was clearly not one of those days.

S. McGinnis
Camas, WA

Sandy 8/7/09 5:23PM

I must say that I like the array of items at Petsmart and the staff (no matter which location) is always quite friendly and helpful. I would like to give a special "kudos" to Tony at the Dysard Rd. location in Arizona.

Tony was very professional, patient, and attentive in addressing my questions on several products. Unfortunately there is no customer feedback venue to provide positive feedback to the managers and senior staff members.

When I tried to reach Tony's management, I was give poor response and met with rudeness. I can understand that we all have a "bad hair" day here and there, however that response made me not want to continue shopping there.

I have worked customer service for quite some time and understand the woes of the business.

Hopefully this particular location will train the management to show model customer service, patience and grace. In this instance, the young associate had a much better understanding of how to help and intereact with the public.

Again, Kudos to young Tony for being a stellar employee!

Dotherightthing 5/3/09 12:05PM

I have been a PetSmart groomer for over 5 years, worked in two different states and 5 different stores. And believe me I've seen some good and bad things that go on. First of all not all groomers are bad groomers. For example, some have a lack of communication when it comes to the groomer and pet parent relationship. When a dog comes in with mats behind the ears that are so tight they have been pulling on the skin for who knows how long. The skin will get red and irritated, shaving it off is a relief to the pet. Also the Pomeranian breed has a double coat that can get very thick if it is not properly kept up on. The undercoat will mat up so thick to the skin that it may have to be removed by being shaved down to the skin. Over excessive brushing to try to remove the undercoat has a high possibility of breaking the skin and causing severe brush burn. The skin has not been able to breath so therefore is irritated and dry. A lot of pet parents don't realize how important it is to keep your pet groomed on a regular basis for health reasons. I work with quite a few groomers that will educate the pet parent and let them know what they found and what they had to do. Also the groomer should always inform you your pet needs to be shaved before doing so. Granted I also work with groomers that aren't passionate about their work and don't care to do a very good job and do not take the time to talk to the pet parent. I'm not gonna lie, I work with some that WILL shave your dog and not tell you about it. I think that's wrong but what can you do? You are gonna find good and bad everywhere you go it's not just at PetSmart. My advice is talk to your groomer ask questions, you should be able to tell if you're comfortable with them taking care of your dog. My animals are my kids, so I wouldn't trust just anyone with them. I'm not saying what happened to your dog was this exact situation i presented, but I've seen this a lot over 5+ years. Take care of your animal and if you neglect their grooming needs, don't go blaming a groomer for doing your dog a favor and taking the cause of their pain and irritation away.

Anonymous 4/17/09 3:51PM

I have been a customer at the Monument, Co. PetSmart location. I have a large Dog, a Cat and a Guinea Pig. I am not a stranger to the store. Today I was in buying food, etc. I was looking for a type of collar that is required for a dog daycare in Monument. I received some blank looks from floor employees. I then asked the manager for some assistance, maybe he knew about the requirements. The response I got was along the line of I can not help you because it would be in conflict with the PetSmart dog day care. I did mention that the PetSmart dog day care is over 20 miles from my home and not an option. I experienced an unwillingness to service the community's pet needs due to competitiveness. I am likely to have my husband pickup, on the way home from work, all our animals food, etc at another chain store from now on, how is that for competitiveness.

Stacey 4/15/09 2:44PM

I have been visiting the 5950 Rodeo Drive pet smart in Mississauga on a regular basis to have my dog groomed. At first, I solely went to have my dog "Ribbons" well groomed once. We were lucky enough to have Angela available that day. She is so amazing with my dog and makes me feel so comfortable leaving my dog with her that we would never take Ribbons anywhere else. We would not even have anyone else groom her. What was a 1 time thing has turned into a monthly grooming. Angela has made the grooming experience a great one for me. I love that I know that Ribbons will be well taken care of each and every time. I felt that Petsmart needed to know (if they didn't already) what a great employee they have.

Donna 12/19/08 1:56PM

I used to be a petsmart employee, about that rabies tag thing, thats a precautionary measure, any place that is better than scum will make you have proof of rabies shots. its not that they think your a liar, its a law, i wouldnt be so quick to boycott them where else are you going to go? petco?? have fun there, theyre horrible!!

r1se_aga1nst 12/9/08 3:15AM

I want to tell you what a horrible customer service experience we had at your location. We came and got our dog's shots there because they were cheaper than the vet. Now I know why. You have the cheapest brands of them all. My dog hag an allergic reaction to the shot and his head swelled up so bad, he almost stopeed breathing. Understand that that was not completely your fault. When we called you to ask what to do, it was 7:05 and the girl who answered the phone said that dept was closed. When we said what do we do it was an emergency, she said she did not know, and gave us some # to a vet in Portland???? They ended up hanging up on my husband. We had to take him to a emergency vet in Chesapeake. If my husband would not have acted quickly our dog would be dead and we would probaly be seeking legal action against you. We also had to eat an $140 emergency vet bill. Your field manager was supposed to call my husband and offer his apologies, but he wasn't even respectable enough to do that. I will never shop at Pet Smart again and will spread the word in this heavy populated Hampton Roads Community. Customer Service is the key to success and you have certainly failed in this instance.

Anonymous 11/7/08 2:58AM

hello everyone. i used to be a petsmart employee and loved my job and the customers. I had to quit my job because the the cutting of hours and harrasment from my manager Stacie-pantano and broadway store. you see after i had filed a report about her grabbing my arm and yelling at me infront of customer she started cutting my hours, and me being a single mom i could not aford to work there any longer. This was the hardest thing for me to do since i loved my store so much. and to top it of nothing was done about the harassment. and now when i come in to the store to buy things for my babies i get treated horably by this woman. what should i do?

hazeliies 10/22/08 3:20PM

i'm very very upset. yestarday 10-18-08 i went to the store to have my dogs have the shots. the lady at front desk told that it was going to be about $50 and not pay for the visit. when i did the check out, the total amount was about $150. it showed the they charge me for the visit, shots, physical exam and more things. i was very clear when i arrived at the store all i wanted was my puppy have the shots. the Veterinarian assitant told me that physical exam is required by law which i am agree. But since i not doing too well financially, i just wanted to do the shots. very disappointed.

N-A 10/19/08 9:33AM