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January 2026 by Farnaz Jam
I’m writing to share my experience with bringing my small Bichon Frise to PetSmart Pickering, for grooming. Unfortunately, it’s been quite frustrating. Every time I try to book an appointment for a haircut, they either don’t give me a time or they say their regular groomers can’t handle a Bichon Frise’s coat and that I need a professional groomer. I’ve had no issues at other places, so this has been really inconvenient and honestly quite insulting. I’ve even gone in person and they still refused to accept my dog. It’s really disappointing.
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January 2026 by Anita Morton
We have been taking our dog Sammy for training with Maya at the Pickering store. He has completed the Beginner and Intermediate classes. We are so glad that we signed up for this training. We are first-time dog owners and really have benefitted from these classes. Maya does a fantastic job with the dogs and owners! Our two biggest issues - improving his recall and having him learn to walk on a loose leash - have been addressed and it is so much easier to walk him now! She gives you lots of tips and patiently answers all of your questions. We are signed up for the Advanced class with Maya starting later this year. We highly recommend these very reasonably priced classes, especially if Maya is the trainer!
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January 2026 by Amy Dodds
We had an awful experience at this store, it was definitely not welcoming, the dark skin staff was black face all the time, rude attitude. She talked to us very rudely and when I asked for help as newbie for buying fish, she basically is trying to scared me off saying it’s a lot of work and you can’t do it, it’s very discouraging and at the time feeling threaten by her. I will never go back. She also scared my kids by talking to them very rudely and strict for no reason. Improve your customer skills or put those not welcoming grumpy staff at the back not customer facing. You are doing business here, not pushing customers away, that’s exactly what she was doing to us. Store owner if you want to know who, we were there on Dec 29,2025 at about 2pm, a non white staff not the cashier
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December 2025 by Keraa Evans
Probably one of the absolute best Petsmarts I been to , PARKER is amazing ! Great customer service ! shes a doll and hope to see her again !
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December 2025 by Brooke M
visited the PetSmart in Pickering, Ontario and spent about 15 minutes looking at the fish and aquarium accessories. During that time, no employee offered assistance, despite clearly seeing me in the department.
When I finally went to the cashier to ask for help, a blonde employee came over with immediate attitude. There was no greeting, no “how can I help you,” nothing professional. Instead, she said, “Yeah, I saw you looking at the fish already,” and immediately began interrogating me about how long my tank had been cycling, followed by a condescending comment about how I could “read the sign” on the tanks with ich — as if I were incapable of reading.
She then stated she could get the betta, but while walking away added that she wouldn’t sell it to me if she decided my tank hadn’t cycled enough. This was said dismissively and without any attempt at respectful education or conversation.
So to be clear:
You were aware a customer needed help, chose to ignore them, then proceeded to insult their intelligence and speak rudely, despite the fact that I’ve spent thousands of dollars at this store over many years on dog supplies, fish, and other products.
That behaviour is unacceptable.
You have lost me as a customer, and I will be sure to let others know to shop where they are treated with basic respect and professionalism.
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December 2025 by Harley Morgado
According to Katie, a groomer at this location, they do not accept pets for their first grooming appointment—despite the website stating otherwise. This was also confusing given that de-matting services are listed as available, yet I was told something different in person. The inconsistency between the advertised services and what was communicated on-site was disappointing. I will not be returning to this location. Enjoy sipping that iced coffee Katie.
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December 2025 by Claude Mainville
A little disappointed bought 2 Budgies 2 months later they died mentioned it to them they claim it's because I burn candles and using my wood fireplace they never told me this when I purchased the Budgies
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December 2025 by Jelissa Fabian
Old White lady with medium-length blonde hair and was wearing her eyeglasses on the top of her head working in fish section on Dec 24, 2025 at 3pm was abruptly rude and refused to provide of information and service. Word of advice: If you don’t know how to answer a question correctly or unable to provide service, then request the assistance of your fellow colleagues.
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December 2025 by Lost Boyz
Old White lady with medium-length blonde hair, working in fish section on Dec 24, 2025 at 3:15pm was abruptly rude and refused to provide of information and service with the questions I had. Question was asked what proper supplies needed for a certain pet we wanted to adopt, she murmured a blunt reply under her breath, turned away and just continued cleaning the fish tanks. Asked question again in case she didn’t understand and she refused to service and rather gossip to her colleagues through their walkies. Clearly she needs to retire (especially at her old age) if she’s unable to service clients and doesn’t want to kindly interact with people who are simply asking a question. I would post the photo I have of her but she seems to be the Karen-type that would complain and turn the story around to show she wasn’t in the wrong.
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December 2025 by Mary
Knowledgeable staff. Occasional sales. Dog food and fish supples adequate. They aren’t a specialty store but have the basics that the average person needs.
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December 2025 by Louise S
Staff here are always friendly! Store is clean and well kept.
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November 2025 by Vanna Cat
Great customer service and very friendly staff. Staff is very helpful. But too bad they have no grooming for cats at this location
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October 2025 by Brittany McDowell
Copper loved his trainer Maya, and so did we! Copper is able to walk on his leash with no pulling, all thanks to Maya. Her attentiveness to our concerns and what was best for Copper made the training worth it. She offered so many tips and tricks, it helped tremendously. His recall is amazing. Maya takes the time to understand you and your dog.
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October 2025 by Lucy Qiu
I’ve taken my dog for a Bath and Brush twice in total and will most likely not be returning after the second visit.
Firstly, the staff are great! Super friendly and their attitude makes me trust them with my dog 100%. I’ve had a good interaction with all of the ones I’ve encountered and would give them 5/5 for customer service. The 2/
5 stars rating is considering to the items below.
1. Quality of the bath and brush is just adequate. My dog was not dried well after the first visit - the fur on his legs and bum were still wet. Even with the furminator package and pampering add on, he started shedding after 3 days. I’ve went to a different petsmart location before and the results were significantly better.
2. For both visits, I purchased the same package and pampering add-on. And both visits, they forgot to give my dog a bandana (included in the add-on). The first time I noticed while checking out and went back to get it. The second time I was not the one to pick my dog up so we did not get it at all. I called them afterwards and they suggested that I can go back and get it, which is nice for them to offer, but it would be a crazy waste of time to go back for just a bandana - a bandana that should have been with my dog at pick up to begin with. Both times.
3. As mentioned, I was not the one to pick up my dog on our second visit. My father who picked up my dog, told me that the employees told him that my dog required two handlers due to stress and if it were to happen again, there would be an extra handling charge. This was very strange to me because I have bathed my dog myself, sent him to other places before and know that he has no problems being washed and brushed. I called the store back to ask for further information on this and they explained nicely that it was due to the amount of dogs that were there, as it was a weekend, and the barking stressed out my dog. I understood this completely. They nicely recommended that I can schedule a weekday in the future so it’s not as busy. However, my dog refuses to go to places that have stressed him out in the past so I will not be forcing him back as he would refuse to go in the store anyways. I’m unsure if there is room for improvement in terms of capacity on the grooming side, but management should reevaluate whether or not the number of animals taken in is appropriate, in accordance to their employees bandwidth. This could potentially prevent more dogs being stressed out, especially senior dogs.
4. The receipt of the service was different on my second visit. I also asked about this on the phone and they explained that my dog got all the services booked, but they had to charge it different (under a different service name) so the groomer gets commission. I respect fully that the groomer or whoever worked needs to get paid as they should, but as the customer it is extremely confusing to get charged a different service that’s a different price even if the service received is the same. Management really needs to work this out so the receipt accurately reflects the service booked and provided. It is unprofessional and from a business as large as PetSmart, it’s below the bare minimum for business operation standards.
The first visit was what prompted me to come back a second time, but as explained above, it will be the last time. I accepted the issues above and will respectfully take my business elsewhere from now on.
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October 2025 by Mo and Jac
Jenna provided excellent service — she’s a highly skilled groomer who was professional, gentle, and made my dog look absolutely amazing. Five stars for her work!
I gave four stars overall due to a misunderstanding at pickup. The salon tried to reach me several times, but the calls didn’t come through (likely due to my iPhone’s Focus setting I was unaware was enabled). Once we connected, I explained the situation and completely understood the policy regarding extended stays and additional fees. However, the follow-up comments from staff Katie L and supported by manager Tania about “not using the service as daycare” and questioning my availability felt unnecessary and disappointing, especially after I took full responsibility for the delay.
Unfortunately, this experience soured what started as an excellent grooming visit. While Jenna was fantastic, I’ll be taking my business to another location moving forward.
