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March 2025 by Dan W
If I could rate this place negative 10 stars, I would. If you're looking for a reliable, professional groomer for your dogs, this is NOT the place.
My wife brought in our two poodles for grooming, expecting a basic level of care and competence. Instead, she got a frustrating, unprofessional mess. Normally, they have you drop your dogs off at 10 AM and keep them all day and even into the night, which is already ridiculous. But this time, she was called just two hours later to pick them up. Sounds efficient, right? Wrong.
One poodle was three quarters-shaved—the left back leg and the right front leg were completely untouched. The other poodle? Not groomed at all. The excuse? “Too matted to cut.” But somehow, they managed to almost completely shave one? That explanation doesn’t hold up.
To make matters worse, when we asked what happened, the manager dismissed her concerns with a lazy excuse about “company policy.” We even checked with a vet, who confirmed that their reasoning made no sense.
The main groomer had the personality of a unconcerned brick wall with a bad attitude. We had the displeasure to meet her a few times before and we shouldn't have gone back. That's on us. The manager wasn’t much better. They didn’t seem to care about our dogs or about providing even the most basic customer service. (Btw, we were long time customers-made no difference).
If you love your pets and value your time, take them somewhere else. This place is overpriced, unreliable, unprofessional, and not worth the hassle.
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March 2025 by Stephanie Beck Williams
Grooming customer service is the worst ever.
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February 2025 by Danielle Rolfe
I don’t usually leave bad reviews but I’m really disappointed in Petco customer service. Been taking my dog there to be groomed for long time they do a good job. I earned a free grooming but I didn’t realize, I went to use it and they said it expired. Why do they do that, they say you do 7 and you get 8th for free. I went over that and was paying. So they are penalizing me for paying $80 the last few months. I called customer service and they said there is nothing they can do to help me. I just think with all the options out there they would want to keep a customer happy and give them something they earned. Maybe I was saving it for a certain month that I wouldn’t have as much. I never got notified that I had a free one or that it would expire. She said she would give me a $10 coupon but would expire in 30 days. I usually get her groomed about 6 weeks so I guess that will expire I don’t understand why they couldn’t give me a free groom or at least coupon for next groom for more than $10. Not very good customer service. Disappointed!
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February 2025 by Robert Lane
Just left this store....I have NEVER been in a PET store where you couldn't pet or handle an animal to check out the animals demeanor....and then wanted to charge me extra for a bag for the items I purchased!!! The two employees that I encountered has the personality of a potato......I would HIGHLY recommend shopping at PetSmart instead of going to this dump!!!!
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December 2024 by Alexander Summers
If I could give this a zero star I would. Brought our two dogs in two times to this location and had specific instructions and they were not followed at all. Quite the opposite. They botched the entire thing and when we picked them up one of them was limping due to being shoved in a crate from 8-3pm when our appointment was at 8am. Would not recommend this to anyone
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December 2024 by Cameron Faucette
I found the item I needed on your website for 20% off, with in-store pickup. I didn't order it, because I wasn't sure when I would be in town to get it; I live an hour and a half away. When I did come in to purchase it, the salesgirl said I was mistaken, and it wasn't on sale. After making my full retail purchase, I discovered later that night, that it is indeed 20% off on the Franklin store website. I called the manager and asked that my card be credited the 20%. She said it couldn't be done, and I would need to bring it back in the store (72 mls away) to get the discount refunded to my card.
Prior to moving to Tennessee, I had done business with Petco in Georgia for years; it was my "go-to pet store" for all my fish and doggie needs. I always received over the top, excellent customer service, so I naturally assumed all Petcos were like that. Clearly that was a BAD assumption, and I will need to find another store in this State to meet my pet supply needs!
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November 2024 by Sherry Rush
Good selection of products. Knowledgeable associates
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November 2024 by Anonymous Anonymous
Only had large cat litter boxes. Weren't put together. Had to sift through bottoms to find correct one for tops.
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October 2024 by USA Babe007
It's very clean. Seems to only be one employee. So you have to find them to cash out.
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September 2024 by Amanda odear
They are very rude here. They’re very nice peoples. I wouldn’t come here ever again. I’ll come here forever. I would start here by Mima boyfriend here and rude people disability me. My boyfriend is here. Her bag is $.10 having attitude.
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August 2024 by Kathryn Alexander
I bought a doggy diaper from here, needed to return it because I got the wrong size, we found our missing one which was a much better quality than the one I got from Petco so then I returned the other one to Petco. I was never told that because I did a an exchange and then a return that I could not get my money back I could only get in-store credit. After this experience 1000% I will NEVER do business here ever again. I was not made aware of this process at all until I had to return the second one and then found out I cannot get my money back. Petco corporate is also not willing to help - everyone is saying well that's just our policy. Their policy was never made known to me.
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July 2024 by Kori
Had to schedule this pretty well in advance from when the rabies vaccination was due. Got pushed back from the first selection, and now canceled on the morning of the appointment. After I had to make special preparations to get a vehicle to get him in.
Spammed by emails the day before to fill out forms that were already completed.
I don't want a discount, I want my dog to live his final years without too much trouble, but I guess that's a tall order. (he's 12)
Was a returning customer for this service, had a really good first experience, guess I've gotta make some calls and miss work.
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June 2024 by Holly Doyle
I have been to this location a few times and had the pleasure of meeting Charlie. Very knowledgeable when it comes to dog food and supplements. He sold me on the “just for dogs” brand a while back and my pups are hooked. I came back and Charlie also recommended a few other things to try. Good conversation and very funny guy. The whole staff seems like they really enjoy what they do! It is a little out of my way but I love this location. Thank you Charlie!!
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May 2024 by Jennifer Randleman
This place is amazing! They always have my dogs favorite treats and bones!
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April 2024 by Krista Eger
On both visits, I was refused service which left my children and me feeling upset and disheartened.
During my first visit, my children and I were denied the purchase of feeder goldfish due to what the associate deemed as inadequate care for our existing fish. Despite explaining our feeding schedule and intentions to keep the fish alive in a tank, we were accused of endangering the fish's life and denied the sale of a feeder! goldfish. This incident left my child feeling guilty and fearful for their current pet's well-being.
The second visit was equally disappointing. We intended to purchase ghost and cherry shrimp to live alongside our betta and African dwarf frog. However, we were once again refused sale under the false pretense that shrimp cannot coexist in the same tank. Despite providing evidence of compatibility and our past success with these animals cohabitating, we were denied the purchase. Saying that they can refuse the sale if they feel we intend to harm the animal.
To further compound my frustration and aid in my investigation, a visit to another Petco location in the area revealed that the exact same animals were peacefully cohabitating in a tank. When I brought this to the attention of the employee, they were surprised by the way I was treated at the Franklin location.
This raises the question of whether the associates are enforcing arbitrary policies or selectively choosing whom to sell to. The lack of consistency and misinformation provided by the Franklin location is unacceptable and has driven me to take my business elsewhere
