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March 2025 by Heather J
TLDR: Hotel: Decent Care, bad customer service. Took my 2 boys to the PetsHotel for a one night stay. They were well cared for and came home happy and healthy. However, the call center sold me on a Spring Package add on where they each get a toy, a treat, and a bandana. The bandana was meant for a small/toy dog. It barely fit my Jackshund and not even close on my Corgi. The toys had not arrived in store and there was no substitute provided, even when asked for. My corgi needed a nail trim so we set that during the stay. They charged me for 2 trims and I had to drive 25 mins back to the store for the refund.
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February 2025 by Eric Braun
Normally when we go in to the store it’s a great experience but we just had a phone call with an associate (no name given) and they were very very rude and short. Far cry from the amazing interaction we then had calling the Monticello store.
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February 2025 by Romeo Villeda
Took my dog to get a haircut here.Absolutely terrible.The lady was rude and complaining about having to do her job,the haircut was terrible and she cut my dogs ears leaving a cut and made my dog bleed I won’t be coming back here;terrible job.
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January 2025 by Meghan Bigness
We recently took our dogs to the pet hotel for the first time for an out of town trip which we were hesitant to do in the first place but we couldn't find any family/friends available when we needed them. We chose to go with Petsmart as they were running a book 3 nights, get 1 free special at that ended on the first date of our reservation. When I called to confirm the reservation I asked if that deal would be honored since it ended on the first day of our reservation and the call center said that they weren't sure, but even if it wasn't first time customers get a free nights stay so it would've been the same price with either of the discounts. The call center also specifically made a note in the comments on the reservation about the specials. On checkout day we go to pay and the total is more than we were expecting and the store employee has no idea about either of the specials telling me that I need to check my emails for a coupon, but I had never been sent a coupon. The employee said there is nothing they can do despite my noting with the call center about both discounts.
After paying and leaving, I call customer service and they are more than willing to connect me to the store to discuss the matter and work on getting me a refund for the missed discounts. Customer service connects me with the store pet hotel and the employee tells me that the store manager only honors discounts if you have a physical coupon or bar code and are able to show in person what you have. They kept repeating how unfortunate it is that I know about the discounts but that they can't do anything about the total. They are even specific to mention that they only honor the specials with a physical coupon/barcode because it can add up in cost to them if they honor it without it. That comment didn't help the situation as our bill was around $100 more than we were expecting to pay which we were hesitant to pay the cost with the discounts anyways. The store employee said she wasn't able to help me but that the store manager would call me the next day. I never received a phone call and have had no solution.
A very disappointing interaction for a first time customer already hesitant to board their pets.
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January 2025 by William Huttner
My wife and I have been shopping here for several months buying a few birds and buying lots of food, treats, and toys for our birds.
The store itself is nice and some of the associates and the manager are nice as well.
However, every time we bought one of our birds, we were met with judgement from all but one of the associates. They often nearly refused to sell us a bird because they thought we weren't giving them a nice home. They did this without knowing a single thing about us, and the latest one even asked if we were hoarding birds.
Each and every bird we have purchased has been raised with care and love. Most of the reviews I see about associates being kind and respectful about adopting other animals as never been met with us. I doubt that any of the associates have any experience with birds and are casting their unwelcome and rude assertions onto us.
We'll be shopping at other locations from now on for their food and treats. If you're looking to adopt a bird, please look elsewhere. The only consolation is that we took our birds away from the horrible employees at this terrible establishment.
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December 2024 by Crystel Kayla
My husband went in to this store to get our dog some food 12/13 at 9:50 am. At the register during check out, the lady who helped him was incredibly rude. Before she printed the receipt, he was saying “I’m good on the receipt”. She misheard him, which is ok that happens, but she was SO rude when she said “yeah, I’m waiting for the receipt too”. He was confused and just repeated “oh no, I said I’m good on the receipt” as she finished printing it. She then barked back “well next time tell me before I hit the print button”.
If you’re gonna have a hard time hearing, everyone understands these things happen. What you SHOULDNT do is be rude to customers, who are nothing but respectful to you, when YOURE the one who misheard. There’s no excuse to be so rude over miscommunication. This PetSmart location is great otherwise. Just one-off bad experience with a rude cashier.
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November 2024 by Win B
Clean. Well stocked. Never any issues.
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November 2024 by Michael Mehle
Better than the other corporate competition. Speaking of corporate, neither deal with anything older. Would rather sell all new for hundreds instead of carrying a $10 needed accessory and the employees don't care or help for the search. Will now have to travel to the nearest well stocked and extremely educated and helpful independent.
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October 2024 by Holly Brown
1st time there, dog got hurt. Nice people, small rooms.
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October 2024 by Ari Zaagui
Poor customer service. Employees seem annoyed the minute i walked through the door. Wanted to get my puppy groomed here and also do some training classes but will be looking into other places instead.
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September 2024 by Angel Wings
As someone who worked there, be wary if you're looking for a job. There are select groomers there that will exceed your expectations: Cathy, Taylor, Nicole, Lauren and Heather.
If you want a friendly groomer, stay away from Mo. She knows her stuff but her attitude is foul and she has no issue disrespecting people when she should be educating them.
Morgan will probably get frustrated with your puppy because she's frustrated at something else going on and drop everything to throw a fit about it and fling your dog around while not properly supporting it's undercarriage because she's having a bad day.
To the groomers at this location: be more respectful to your hard working new hires. Stop talking about us behind our backs and educate your salon apprentices like you're supposed to. The lack of communication and gossip that goes on in there is disgusting.
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September 2024 by Ahmed Al Saegh
Terrible service. I am out of state and called 3 days before I booked it online and went to PetSmart. Over the phone they said they would call my vet and I got confirmation that they called my vet. They said over the phone that all of the required vaccines have been added to my account. I went there today and they said my paper with all of his records is invalid for some reason and since it’s Sunday I can’t call my vet. Terrible experience please don’t go to there day care.
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September 2024 by Dina Connolley
I went there yesterday afternoon and we happen to my mom and I go into where all the cats are for adoption soon as we walk to the door which leads into the room I could smell cat feces and urine absolutely horrible! I walked in there and bought two cats for every cage and every single litter box Plump full of cat feces and urine. No spots in the litter box for them to even go to the bathroom. I found an employee and they said they have Throughout the day to clean it which is absolute bullshit because it shouldn’t be this way
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September 2024 by Mario S.
Typical pet store. Friendly staff. Good selection of products.
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August 2024 by Nancy Isaacs
It was ok
