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June 2025 by BOYET LUANSING
To: Store Owner/Manager, La Canada PETCO
We have been going to Petco La Canada for many years now and had been getting good service except for today's appointment which was very disappointing for me and my wife. We got there early today May 31st for my dog Rex's 11:45 am appointment.
I noticed immediately that the grooming area was pretty busy. A person by the name of Eddie attended to us and confirmed our appointment. He immediately told me that they are very busy and if I wanted to reschedule Rex for any future dates and I declined. my dog has this mannerism of cough-like sound which I told him that i was normal and Rex already had it during the past several visits to their grooming saloon.
Eddie started telling me that he cannot take Rex for his appointment due to his cough-like mannerism. I repeatedly told Eddie that it was not an issue and that Rex had the mannerism during his past appointments. Eddie called a female employee from one of the store aisles who did not introduce herself to us and started saying that we have to take our dog to the doctor and also have our dog groomed at the doctor's office instead.
Her statement got me so upset.
We have been going to Petco La Canada for our pet's grooming in years without issues except for today. Discouraging a customer by saying that the pet might get all stressed out if we leave him there for 4 hours was a sign of rejection. We have always left our dog there for 4 hours or more in the past with no issues.
I am not sure if Petco will do something about this bad customer experience report. The customer shouldn't be feeling rejected visiting your grooming saloon. Proper employee training on how to communicate effectively to customers is important and necessary.
Petco La Canada will eventually lose its customers due to improper handling of customers. We wish to hear from you soon.
We had no choice but to leave the store frustrated and upset for what have just happened.
Respectfully yours,
Hector & Agnes Luansing
( PETCO has our contact info. when needed )
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March 2025 by Marissa Comstock
I take my dog to the groomers here and they’re very knowledgeable, professional, and experienced. I wouldn’t take my dog anywhere else.
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February 2025 by Maysam Sarfean
Always helpful team
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August 2024 by L T X 2 E l e v e n
Justin was very inviting and provided great customer service. He handles the front very well and exceptional at multitasking in times of being short staffed. I would consider providing him a raise in hourly pay
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July 2024 by Christine M
Great and quick service
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July 2024 by Tanya Miller
Such a friendly and helpful team of people. Great groomers, too!
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July 2024 by Sarina Tounian
I always have a great time in PETCO. Your employees are amazing.
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July 2024 by Sophia Cano
I recently took my dog to get groomed and warned the employee about my dog's high anxiety, but they completely ignored my concern. When I returned, my dog had a terrible haircut, and they even charged an extra fee for using the equipment, despite me already paying for the grooming service.
Eddie is such a bad manager needs to train employees better. Now I understand why they have a lot of availability.
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June 2024 by Lisa Han
Parking can be crazy at times but nice shopping.
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May 2024 by lorena bignamini
Great place to shop with good sales and high tech carts!
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May 2024 by Alyssa Dermenjian
This is the second or third time our dog Riley had gotten groomed here, and previous times were fine. This time, I was at work so my mom took him to get groomed. I got a call from Justin saying Riley is ready to be picked up, but they were not able to cut his hair due to Riley's anxiety with the machine, so there was a patch left on his back. I let my mom know Riley is ready to be picked up. So when I come home later, I see the patch of cut hair is very short, all the way down to his skin. Surely that's not because of Riley's anxiety causing them to cut off more than needed, because it's not easy to cut hair that deeply, it takes more effort than that. So by the looks of it, it seemed pretty intentional. But Riley has a very nice coat of hair. I don't understand why they would want to shave it all off like that; I've heard that's not even good for dogs, because it leaves them exposed. Dogs with a double coat of fur stay warm in the winter and cool in the summer. So what's the point of shaving it all off if it's natural? He just needed a trim to shorten the length a little bit, that's all! When I tried to call the grooming department, they didn't answer. Either they were busy, or they recognized my number from the previous call and figured I wasn't happy. My mom told me they only gave her a $10 discount off an $82 "full grooming" service. They didn't even cut his hair properly, only around the face, so the discount should be more than that. We've decided, we're not bringing him to get groomed here again. He's already a hassle to drive alone in the car with due to his anxiety and constant moving around in the car. And you don't even get to watch your own pet getting groomed because they ask you to leave and expect you to trust them fully.
Long story short/TLDR: They are not specialized/trained/educated on how to groom specific dog breeds based on their particular needs, behavior, and coat/fur type. Your pet is essentially just a number here. They will just buzz your dog's fur off because it's "easier/quicker" for them and they think that's acceptable/normal. Ridiculous...
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May 2024 by SOGABE LEO
I recently visited to Petco at La Cañada location on Foothill Blvd right next to Trader Joe’s. So awesome; very convenient; the lady who is a cashier was so friendly. I like her a lot. So many reptiles such as water turtles geckos lizard & snakes. fishes at the aquarium section, parrots, birds & definitely guinea pigs & chinchillas. (I didn’t see this time. Probably sold out.) Super loud & busier than I expected. Cats & dog food supplies bedding and much more. Perfect for customers ordering pet supplies & food online pick up at the store. Curbside of course. Petco is the most interesting pet store I’ve experienced.
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April 2024 by Emily Y.
We went to this petco over our local one because we wanted to get a last minute haircut for our dog. This location had lots of availability and decided it was worth the drive. I made an appointment and they refused to groom my dog due to medical history even though there was no other dogs being groomed. We have never had any issues with medical history at our local petco. They told us we would have to go back to them for grooming. It was extremely inconvenient. Cannot recommend their grooming services.
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April 2024 by Jamie Eisenberg
Wanted to purchase Royal Canin Digestive kibble but could not find it in the shelf; so we got another Royal Canin product that is not a favorite for our dog. There were only 2 checkers with 5 people waiting in line to checkout. We waited almost 15 minutes.
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April 2024 by Sonny Malone
Went to get my dog's regular food. It was in stock and at the same price. The staff was welcoming and smiling. All was good!
