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January 2025 by Jita D
We have been boarding our dog to PetSmart since we have moved to this area more than a year ago, and he has been there for longer stays (more than 7-10 days) multiple times. we always label his bagged food for lunch and dinner, pack and fill up supplements form, and try our way best to minimize the work of pets hotel stuff. after many boarding experience the we have had the experience right on this holiday, when our dog was staying with them for 17 days ( Dec 20-Jan 4). I received a call from someone in pets hotel, sitting 8000 miles apart, that my perfectly healthy(at the time of drop off) pet-son is so sick that he needs to be seen by a vet within an hour, and Banfield being closed due to holiday they are taking him someplace else, PetSmart hotel stuff suspected kennel cough). i received this call 31st morning 3:00 am, and was told they would have update by 5:00 am local time at my placed, sleepless i waited till 5, no one called so i called back PetSmart, and i was told it is kennel cough he is given antibiotics and he can still stay in their care in the sick room till my husband gets back on the 4th. i was a little relieved that he will be in the hands of the "professionals" who are empaths taking care of fur-kids. just because their overnight staying policy changed(now there is no person stays there overnight at the location) i again called US time 31st morning to see how he is doing, and to my surprise I was being yelled at by someone named Ashley saying why i didn't pick up my dog yet. to which i responded that sorry i didn't realize he needs to be picked up as i was told he can stay in your care for next 3-4 days. I will not even start describing the rudeness of this person as its beyond any explanation, i just wish i could have the transcript for that call from my provider to provide to my formal complaint to PetSmart corporate office. tensed/scared i firmly said "Ashley i understand the ask now let me talk to whoever i can find and he will be picked up at its soonest". as he has insurance when i asked if they can provide me with the medical bill and diagnosis i was told this is not their job and i will need to call the agency, and ask for the bill which is made to "PetSmart's name", which i have no idea on what basis any medical agency will release it to me. with Gods grace, i could arrange pick up within an hour. i called them back to give the details and asked for the manager, someone named Kathy claimed to be the manager - once i informed her of the details i told her how i was given 2 different information, and was being yelled at/talked rudely - her response was "oh Ashley was just frustrated you didn't pick him up yet"
This response is appalling. Let me be clear:
1. No one informed me on December 30th after the vet visit that my dog needed to be picked up.
2. I only learned about the kennel cough diagnosis because I proactively called that night.
3. On the morning of December 31st, I had to call again, only to be met with unprofessional and inappropriate behavior from your staff.
He is still recovering and the neighbor who picked him up let us know he was in pretty bad shape and he smelled bad as well. i was almost in tears to know what he had to go through for no fault of his own. as someone else in the review mentioned "you can only board if you have a perfectly healthy young dog" let me tell you - no you still cant, i did drop off a perfectly healthy happy go lucky young lab at their facility on 12/20, for a very sick can barely walk/smelly dog to be picked up on 12/31. and trust me i will do my best to spread these words including your corporate complaint office. PetSmart you better hire some people who at least have some empathy and kindness to handle pets.
#Petsmart #Boarding #Overnight
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January 2025 by Ruben Garcia
Amazing experiences! Great staff! My dog š is happy and scared lol to come. But it's always a nice time to go here š The Vet and Grooming are very patient and helpful!
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December 2024 by Gloria Warshaw
They host our arf-il.org cat adoption events.
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November 2024 by Rbrt
Always a pleasure picking up dog food from here. Never an issue of low stock.
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November 2024 by Claudia Guajardo
I took my puppy for her second groom here (third overall). The first haircut was ok, they did a light trim told me I had to work on some stuff with her to get her use to it. Understandable. I take her again ask them to cut a little shorter if she would let them they agreed. I go to pick her up and she looks horrible. They shaved her whole body. They didnāt get her paws at all and didnāt even attempt to do her head. They said she needed more training before ever bringing her back. I am so disappointed with her haircut. They werenāt patient with her at all. I will never take my dog to this groomer again.
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November 2024 by Julie Napoles
Disappointing Experience with Appointment Policy!
I recently had an unfortunate experience at PetSmart that left me quite dissatisfied. I had an appointment scheduled for my dog but arrived about 10 minutes late. I called ahead to inform them of our delay, expecting understanding and flexibility.
However, upon arrival, I was told that they could not accommodate us because of the late arrival. This lack of consideration for my call and the circumstances was disappointing. Iāve always trusted PetSmart for my petās needs, but this experience has made me reconsider. Will never be returning, especially after making the effort to drive an hr back and forth to this location.
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October 2024 by The Jay Pass
As soon there's an ethical treatment of animals, it's a good place to buy the needs and essentials for our pets! God Bless!
(And it's because I heard about negative and very disturbing stories about animal cruelty in big pet shops)
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August 2024 by michael l
Took our puppy for a bath and grooming and he came out so cute!
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July 2024 by Rita Moore
Love the doggie daycare and grooming staff! My pup loves to come here!
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June 2024 by chloe Schonig
I love the petsmart hotel staff, I never had an issue with a single one except for Kathy. She has a very rude and cold demeanor. She wanted to refuse our Pomeranian because he has anxiety and gets a bit skittish at check in but is fine once he gets in the back, which multiple employees have confirmed. We also made feeding super easy, prepacked and told Kathy all staff has to do is empty the individual bags into the dogs bowls, which we labeled. OUR DOGS ONLY GOT ONE CUP EACH WHILE WE WERE GONE! Luckly this was an overnight stay, but how could this have even happened?! We made it so easy! We have 4 dogs we bring here total, so we do spend quite a bit of money here as well as other purchases for our other animals. Not ONCE have we been told that we should take our animal elsewhere, but with Kathy there always seems to be an issue. She should not be in charge there. Do better and put someone else who is more qualified, which is most of the staff, besides Kathy! Still waiting on a phone call or email, I did notify Eddie about this incident.
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May 2024 by judy sprandel
Kathy, the Pet hotel manager at the Naperville location is the WORST person to deal with here. She has the rudest demeanor of anybody at this location I have ever seen, and consistently greets clients with a scowl. Above all, my dogs were not fed ALL DAY during their stay here, even though we provided plenty of food and snacks for them as well as instructions both over the phone and in person. When I called her to report that they were not fed, She askedā Well, what did you want me to do?ā Seriously, thatās it. No remorse, no offering an apology until I told her my feelings and concerns for the dogs not being fed all day.
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May 2024 by Jessica B
I would not recommend the grooming services. I took my adopted Bichon to this place. He became very anxious whenever I took him here to be groomed. They gave him nicks and cuts on his body. I think they treated him poorly. And they decided not to let him come back to be groomed. This place is a joke
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May 2024 by Kelley Mandolini
Don't ever bother with grooming at this location. Absolute garbage. Go to Darien where they are professional and handle their business properly.
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March 2024 by Steven Wermer
Good selection, friendly people and they keep it clean.
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March 2024 by Michelle Colby
Great service! We love the pet center to leave our pup when we travel away from home.
