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October 2023 by Linda P.
Max at Pet Food Express was very helpful when we brought our dogs in for a bath. He took the time to explain things & stayed nearby to assist. He made helpful product suggestions & we ended up purchasing a rubber curry comb (which proved to be better at removing burrs/prickly/sticky weedy things on their coat than anything we've used previously), probiotic deodorizing spray, and a brush. Cost for bathing is $18 & Pet Express supplies warm water, towels, shampoo, conditioner, plastic collar, and blow dry.
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March 2023 by Jean M.
We always have a great time shopping here. Friendly, helpful staff, nice store layout, excellent selection of all you and your pet could want or need, and reasonable prices. Everyone is friendly and helpful and dogs are treated like the royalty they think they are.
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August 2022 by Laurena K.
A few days ago I had an experience at your San Anselmo store that has helped restore my faith in humanity. I was babysitting my friend's 14 month old and also dog sitting their terrier mix. For some reason I figured that it would be fun to bring my own child (a very active 4 yo) along for the day. Everything was going smoothly until the front wheel of my friend's double stroller decided to break in your store! Mamma mia! The dog started pulling in one direction, the baby in another and my son jumped out and was ready to run around the store! Straight out of a comedy, dog pulled himself loose, the baby carrier wasn't cooperating and my son turned on his "selective hearing." Thankfully Amine, Max and Julia were there to help. Wow. What kind, amazing employees who sprung into action by catching the dog, securing my toddler and then Amine even managed to help me secure the baby carrier (it felt like rocket science in the moment without an instruction manual). I am FOREVER grateful. They even helped me fix the stroller wheel by watching the dog and my 4yo and making sure they didn't run wild! Lol the entire ordeal lasted 5 minutes tops, but it felt like an eternity!! These employees are FABULOUS. They care. I ended up spending over $50 in the store when I went in for one dog toy! So they're also great in sales! This mom is HAPPY, grateful, a lifelong customer.
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February 2022 by Dawn C.
In store, the dog food I buy is "buy 3, get 1 free" but, if you preorder online, you pay for all 4. This is not mentioned on the website when you preorder for pick up. A little transparency would have kept me as a customer.
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February 2022 by Meg K.
I stopped ordering online because this place is even more convenient, and with better deals! These guys carry just about everything I've been looking for; plus, they're so friendly and knowledgeable. I have a picky pet who changes his mind about what he will eat, weekly, and there is never a problem when it comes to helping me with exchanges. Nice people make the difference from running errands, to an enjoyable experience.
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January 2022 by Jasmine M.
The products and staff are usually so great. I am leaving 2 stars because when we took our dog there and used their self-wash station we needed some extra time drying our dog. She is a long haired dog so it takes a while to dry her. In the past, this was not a big deal at ANY pet food express we have gone to. However, this location refused to give us any extra time to dry and now we have to leave the store with a damp dog and finish drying her at home. This is particularly concerning because this can cause yeast infections in a dog's ears, and as dog people, the staff there should know this. Very disappointed.
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July 2021 by ashley m.
I use to love Pet Food express. Not sure what has happened the last few years. The CONSTANT UPSELLING is exhausting. Especially the two managers the "helpful suggestions" on what else to buy turns into a constant practice of boundaries. It's always done in a nice tone but doesn't feel authentic. I tried the last two years to go and just grab what I need. I can never go with out them trying to sell me on CBD, new pet food, new treat, new product. I say "no thank you" multiple times on a trip in there. It's like being around energy vampires. A few friends have said the same thing regarding their experience. I've now switched to pet cottage or online with Chewy.
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October 2020 by Gracie S.
I got my dog from the shelter a year ago and when we first were thinking of adopting they were all very helpful and kind! After coming here for a year now everyone knows Brooke and loves to meet her! She is now a service dog in training and we have had so much help from here in terms of gear! When ever we get the chance we stop in to see our 3 favorite people! (I unfortunately don't remember two of the names but the amazing woman who is so sweet. And the man who always gives brookie treats at the counter!) oh and the manager is super nice to us as well! Perfect for all your pet needs and some social time and great during covid!
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September 2020 by Anna M.
I have been buying my cat food at this place because it is convenient and they stock the type that I feed my cats. It is a bit on the expensive side and you can really rack up a bill if you go for treats and toys etc... But that is not really an issue for most folks around here. I have used the pet wash for my husky and liked it pretty well, there has been an issue just about every time I use it, but nothing major until today. I got Skye hooked up to the leads attached to the wall (no small feet as she detests bath time) only to turn on the hose to find that the water was REALLY HOT! I ran it for about a minute thinking that maybe it would cool off a little but it didn't. I asked an employee for assistance and got a nod as she called someone to help me. The person that came to help me said that they are "not able to change the temperature of the water as it is set where it is supposed to be" but that she could offer me another washing station that "might be cooler". I asked her to feel the temperature and she would not and said that she had felt it early today and it was fine, she then went on to tell me that she has a pit bull who she bathes here and it is always fine. It told her that I didn't think that she was understanding me and that I think that there may be something wrong with the water temperature because I wouldn't take a shower that hot and I love hot showers. She was not moved to do anything but tell me more about how just fine it was. I told her that I would like my money back from the 4 wash package that I had bought and that I would not be coming back because I was not at all a satisfied customer. She said "Have a nice day." ? Bizarre. Won't be going back there because of this experience and the fact that I always feel that they are trying to upsell me the minute I step in the door. If you buy cat food its "Are you sure you don't need some litter or treats" If you buy pet washes its "Are you sure you don't need any poop bags or treats"? Some people don't mind the upsell, but it gets on my nerves. If they had actually listened to me and felt the temperature of the water and seemed to give a "F" this review would not be here. From now on it will be Pet Club in Corte Madera and my bathtub at home.
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August 2020 by Joseph P.
Had a rough experience today. We are getting our first dog next week and notified two employees of that as we walked into the store. We clearly don't know what we are doing but are looking to learn. We specifically chose Pet Food Express because we want to support local businesses, especially during these tough times. After browsing (with approximately $150 worth of items in our basket and the intention to buy a crate, bed, and other larger items that didn't fit in the basket) for approximately 10-12 minutes, our family was asked to leave due to the "customer wait time". Mind you, this was designated as our "first dog family outing" with our two kids (who brought a shopping list and were leading the way). I'll be the first to admit we were not efficient shoppers but the kids' excitement made up for any time lost. We stayed in a masked pack of four the entire time and there were never more than 8 customers in the store (including us) while we were there. I was so offended that after we left (leaving my basket on the floor), I turned around and went back to speak to the manager to understand their perspective and also use it as a constructive learning experience for them. I expressed my frustration and how I do not feel that type behavior is a way to treat a local resident of San Anselmo many many years. I was told that we were asked to leave because there is a limit of 10 people in the store due to COVID and other customers were having to wait. To clarify, the manager didn't ask us to leave but sent a junior employee to do it for him. While talking to the manager and his assistant manager, there was literally one other person shopping in the store (not the 10 person max). Neither the manager nor assistant manager apologized or understood my perspective or that the process of getting a puppy is a very special moment for any child (or our two). They did "generously" invite us back in to shop because the rush had subsided but I declined. Maybe this is a great stop to self serve wash your pet or pick up food in a pinch, but unfortunately I will not be returning. Chewy.com received a very large order this evening (without disappointing my kids).
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July 2020 by Justin S.
Fresh off adopting my new canine companion, heading into the store with a lot of questions and a slight sense of overwhelm. Greg immediately took me under his wing and helped me navigate my questions and concerns, was professional and clearly well-educated about the products. We talked shop around raw food diets, and harnesses that discourage pulling. Then I had some questions about beds and CBD products, and at this point another employee, RC, swooped in and helped me figure out the right products for my companion. And you know the best part, this kind of service isn't an isolated incident at Pet Food Express...this is like the default level of training and commitment. Really appreciating these folks, and happy that this store is my local store that I'll be going back to many times in the near future.
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June 2020 by Sam S.
Needed cat and dog food and when I called they informed me I must go online to order. When the delivery came the cat litter bags were 14 lbs. instead of 6 lbs. I am disabled and cannot even lift them. It is very important during this time of Covid and economic crisis companies go out their way to do a good job. I will not be using Pet Food Express again.
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May 2020 by Cathy A.
This staff at the San Anselmo location is the best! Friendly, warm and so knowledgeable about their products! Every time I go there, I walk away feeling so impressed. I would not shop anywhere else for my pets needs. Kudos to the entire team there. You sure set the bar high for other pet retailers to follow you.
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January 2020 by Renee K.
Best customer service EVER!!! Gina and the entire staff went above and beyond to care for my husband, myself and our dog, Timber. Timber had gotten away from our dog walker in Fairfax at the Loma Alta Preserve. After we were, thankfully, able to find him, he was covered in HUNDREDS of ticks. It was something out of a horror movie. We were at the pet wash tub for three hours and they helped us from beginning to end. They saw the situation we were in when we walked in the front door and immediately opened up the wash without a token, brought all the shampoos and tools necessary to assist. Gina even sat with us to help us in getting the ticks off of Timber, brought us water and comforted us in our despair. We paid for the token and tools that worked at the end. They made a horrific situation less painful and couldn't have gotten through it without them. I cannot thank them enough, nor recommend this store enough. You and your fur babies will be in amazing hands/paws. Cheers!!
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May 2019 by Dick Stutsman
50% of the time, over the last several years, we go in to wash our dog and the shampoo soap system does not work; only water. We complain and get no satisfaction. Yesterday, we were handed a bottle of shampoo, and he walked away. It is a completely ineffective way to wash a dog with long hair.
If you are going to provide a washing service, it needs to work. Time to take our business elsewhere.
Richard Stutsman
San Anselmo
