PetSmart

This was a horrible grooming experience. I took my dog here for an 11:30 appointment. My groomer was Ashley. They told me it would take 3 – 4 hours so I went home and waited. And waited. And waited. Finally, after four and a half hours, I called them and they seemed surprised, saying that they had tried to called at 1:47 but my phone «had been disconnected». At 1:47 pm, I was waiting on my couch for them to call; I know this because my phone records state that at 2:01, my friend called and I picked up and we had a 9 minute conversation. They had called the wrong number using the wrong area code. How many times did they try to call? According to their own records, exactly ONCE. After that, my groomer Ashley went off home and the remaining staff had no interest in trying to contact me any further. My dog waited in a cage for almost 3 hours. When I got there to pick up my dog and inquired as to how this managed to happen, there were many complex, awkward attempts to blame others and no one took any responsibility for this. This was upsetting already, however, the worst part is yet to come…
When I got home and inspected my dog, I realized that, right over the jugular on his right, there was an area that was shaved VERY close and, when I tried to touch my dog there, he Unilocaled. I do not like having my dog wait in a cage for hours and hours when I was literally waiting at home to pick him up because the groomer was too incompetent to call the right number but the possibility of them nicking my dog over a major blood vessel is completely unacceptable and what prompted me to write this review.

We popped in here the other day because we had brought our dog out with us for the afternoon but my husband had forgotten to grab her a leash, oops! We were pleased to find some leashes on sale, nabbed one for $ 5! Unfortunately they were out of her prescription food, but we were able to get some discounted christmas themed treats for her. Hey… she doesn’t care if Christmas is over, treats are treats!

I am giving this store one star.
1. They included a service on my bill that I had not requested when my dog stayed there for the 4 days.
2. My dog had some tummy troubles in those 4 days and they claimed that «they couldn’t reach me» (even though I was in the country, they had my phone number, and they had my email) so they authorized for my highly allergic dog to go to the vet, get 3 different prescriptions and have a change in diet. Again, highly allergic pet means I control his diet and I don’t give him just any medications.
3. I paid a $ 500 bill because the staff aren’t competent in «reaching» the owner of the dog in case of an emergency. My bill went from a total of $ 144 to $ 500. Not acceptable.
4. The only reason I’m giving one star is because otherwise my dog seems happy and doesn’t show any signs of abuse or neglect.
5. I am in the process of verifying the vet bill because the vet they chose to see him also has very negative reviews and if everything does not check out I will be putting a stop to the payment I made and seek further action.
6. Tip: if you plan on leaving your pet, give them clear instructions on what to do and how to reach you because obviously they don’t know :)

My dogs groomer was Ashley she was awesome, my dog has anxiety and hates cages they took breaks in between the service I was told, they showered my dog and when they placed her in the cage my dog wouldn’t come out so they called us to help them bring her out. Due to the event Ashely wasn’t able to finish, it was fine bc we could see our dog groomed. The service was 45 $ and hair cut styling 7 $ with another $ 7 for the nail trimming.

The folks are nice, but for nail trimmings, anal gland expression, and other lighter services, you cannot book an appointment (not online or by phone), and any time they suggest if you call the local store, they don’t have to honor. I have ended up going multiple times (hours before closing) and get told they don’t have any opening for the rest of the day.
It’s a system that sucks and is not worth your time!

Soooooo annoying that you can’t book an appointment for nail trimmings. We’ve come in multiple times and there is a multi-​hour wait. They say to «call ahead» but they only give you an estimate of when they might be able to see your pet, and then you get there and they just say «sorry we’re busy». Then you have to relive this annoyance weekly because they lightly trim the dogs nails and tell you to come more frequently. Dumbbbbbb. Spend your time and money elsewhere.

I have been bringing my dog to PetSmart Mountain View for 8 years. I’ve tried a few other places closer to home, and keep coming back because I trust the staff here and they have more consistency than smaller places.
What I love:
1. Many eyes on my dog, all day long. He can get into trouble left on his own.
2. Multiple interactions with people. My dog is a ‘people-​dog’ not a ‘dog’s-dog’. This Petsmart’s day care staff gives my dog the individual attention he requires.
3. Flexible to accommodate my dog’s persnickety needs and put up with his temperament which can include getting snippy if touched in the wrong place.
4. Hours are excellent for long days at the office.
My dog can’t wait to come back

This is BY FAR the worst experience I have EVER had at a pet groomers. I asked for a bath and a sanitary trim on my dog. They said it would take two hours and that they would call me when he was done. FIVE HOURS LATER still no call. I called them TWICE and they would pick up the phone and hang it up right away, so I drove over there and he had apparently only gotten done a half hour ago. Not only that, but they did NOT to a sanitary trim. He still has mats in his ears, and his paws were not cleaned up.
As if that’s not bad enough, they clearly did not give him water the WHOLE time because he came back absolutely parched. This place is the WORST!

I like here, it’s clean and people here are nice. The service here pretty good, they have so many selections.

Grooming Review Only — I rarely write reviews. But I had such a terrible experience with the grooming salon that I felt compelled to write this. And from reading many of the other reviews, I can see that I am not the only one. I will never go there again.
Two times in a row, I arrived at the Mountain View PetSmart grooming salon for my dog’s haircut appointments only to find out that my appointment has been cancelled because the groomer did not show up for work. Both times, they did not call me beforehand. The first time they said they called me ahead of time and left me a voicemail on my cell phone (of course, I never go it). The second time, they said the groomer called last minute to say he/​she was not coming to work so they got little to no notice that the employee was a no show.
So both times I arrive and I’m basically turned away. I spent time driving to the store only to turn around and drive back home. And both times this is on a weekday morning so this makes me totally late for work. What a complete waste of time!
The grooming salon is very unreliable IMHO. The store manager was pleasant and nice and offered to make it up to me for the inconvenience. But I have zero confidence that these cancellations won’t happen again and again so why go back only to risk having the groomer not show up.
So I won’t be going back. There are a lot of better choices for dog groomers nearby. And from reading all of the other negative reviews for this grooming location, I should have stopped coming here a long time ago. Fool me once, shame on [PetSmart]; fool me twice, shame on me.
p. s. I used to go the San Carlos PetSmart all the time for dog grooming appointments and never had this happen once! The San Carlos location was so much better.

I like this pet smart. It’s clean and the groomers did such a fantastic job on my pup. Her name was Sandra. And her colleagues was so helpful.

This specific store and Pethotel in Mountain View, CA is the best! Literally the best in the area. We know this because we have tried almost all of their stores in the SF Peninsula and San Jose area.
These wonderful young people are kind and caring with pets and also polite, informative and flexible with owners. They let me help with handling our dog and cat during check-​in to help the two relax. Both animals know the difference in the character of the people who work at the Mt. View store. This morning, to top it off, the young woman at check in was able to attend to a hearing– impaired client using sign language. I know this is really specific, but the naturalness and respect with which she offered this was fantastic.
BTW, my advise is to avoid the Coleman Ave. store like the plague. The check in staff that I interacted with were the opposite of the Mt. View store.

GROOMING review– If your dog is small, they are likely easier to handover to the groomer, so my review may not apply to smaller dogs. I’ve used PetSmart grooming several times in hopes it would get better but that has not happened.
What stresses my dog out from the start is the handover process, which if this could be changed (and I’ve asked) would likely solve the problem.
The handover to the groomer stresses my dog out so much that it’s beyond the not-​so-​unusual cowardice dogs show going to the groomer. It’s pretty terrible. The ‘leash’ they use to take him from me is one that tightens as they pull– it’s horrible how they pull the dog into their area. They have a policy that the owner cannot go into the grooming area, which means my dog has to be pulled away from me with the cinched leash around his neck making him more stressed out. It is HORRIBLE, totally stresses me out too, which I’m sure my dog can sense except he’s already freaking out because he’s not only scared, his neck is being strangled. The last time, the groomer just pulled as hard as she could (because she would have to) to get him into the grooming area. She said, «I got him. He can’t get away from me.» Well, no, noone could get away from you while they’re being strangled and pulled across the floor. This is the primary reason I’ll never return for grooming at this PetSmart. I’ll never subject him to that treatment again.
There was one appointment he had when (because noone else was there) the groomer was okay to let me bring my dog into the grooming area. My dog hopped up onto the table with no problem and they were able to get started right away. This is not how it’s normally done, unfortunately.
APPOINTMENT TIME– Having an appointment does not mean that your dog will be seen at their appointment time. In the interest of decreasing the amount of time my dog has to be at the groomer, I take him in at his appointment time and am never far away to return as soon as they call to let me know he’s ready to be picked up. However, If they are busy ‘returning phone calls’ your dog will not be seen at his appointment time, but instead waits — in a cage in the back until they get to him. (Exactly what I was told) I was told that if I want my dog’s services started at the appointment time, I need to pay for the ‘Express Service.‘
About my dog — My dog is a 4 year old Border Collie/​Shepard mix, about 50 lbs. He’s pretty smart, is trained, sensitive, sweet and although he has a high energy level, he has a relatively calm and patient demeanor. He responds quickly and quite easily to gentle discipline, i.e. He’s easy to handle… generally. But here, he is completely stressed, cries and tries to hide behind me. Lounges toward me, scratches to get away from them.
As far as the groomers go, I can recommend Ashley, Eric and Mackenzie if you still decide to try it here. Most of the groomers seem good; he gets very good reports from them, minus getting snippy when his nails are done. The grooming has generally been as I’ve requested, with a fee small exceptions. They trimmed areas that they missed, but of course that meant dragging my fog back into the grooming area.
I can’t subject my dog to the harsh treatment during the handover process. There are other groomers, so I can’t with a good conscience take him back for grooming services at PerSmart.

We have boarded and groomed our dog at the San Jose (Coleman) location many times. It’s nothing like this place.
Grooming: I dropped off our dog and picked him up as scheduled. He looked pretty good, nails were short (which is always a problem for him). He had a bit of a brush burn on his belly, probably from clippers. I didn’t think this was a big deal, but read on.
Boarding: We normally send our dog to the San Jose (Coleman) location, but they had no room for our extended Memorial Day trip, so we scheduled him at this location. Since it had been a few weeks since I had groomed him at this location, we scheduled an exit grooming appointment. Somehow, the same groomer he had during his previous visit came to do the inspection. He was TERRIFIED. He clawed my wife trying to get behind her so he could get away from the groomer. We canceled the grooming. We came to pick up him early (10 nights instead of 12 nights). We meticulously bag his food and label it for each feeding (for example, «Mon AM», «Mon PM», «Tue AM», etc.). He had 3 DAYS worth of food left over in addition to the 3 meals we would have had left over from the early pick-​up. He was visibly underweight and lethargic when we picked him up. I spoke with the counter person yesterday. She half-​explained that when he didn’t eat in the evening, they picked up his food and returned it to us. She couldn’t explain the policy or why they would deprive our dog of 30% of his entire food supply! I then spoke with the Petshotel manager today, and she was also unable to explain the policy, except to say that each feeding was «signed off». Look, it’s not rocket science. My dog needs 1−½ cups of food a day. If you find out he’s not eating, #1, call me. I’ll tell you what to do. #2, you’re an adult and are allegedly qualified to look after animals. If he’s only eating in the morning, then FEED HIM HIS ENTIRE QUANTITY IN THE MORNING, WHEN HE’S EATING. If he still doesn’t eat it, see rule #1. This is our furry baby we’re talking about.
It’s not that important compared to everything else, but they also didn’t return all his supplies (they forgot his blanket) when we picked him up. Finally, prior to this boarding, they also failed to deliver his medication appropriately while we were away for a few days. We gave clear instructions, and the instructions are also printed on the medication bottle.
Needless to say, we will never even set foot in this PetSmart location again.

Please don’t display bettas in cups. They can easily be housed in 10 gallons or more. Keeping them in cups is misleading to consumers who will continue the practice and purchase 1 gallon habitats which are too small and inhumane. Cups also require frequent water changes which clearly the team at this store has not been doing. Please see the photo of the dead betta.
I would like Petsmart to reconsider their decision to sell Red-​Eared Slider turtles which may harbor salmonella and can grow to nearly 1′ in length and live to half a century. How many customers can create a secure escape proof outdoor pond and enclosure? They truly deserve to live outdoors especially in our mild weather to enjoy real sunlight and plenty of swim space. Many of the tanks you sell will not be able to house a full grown slider in 1 – 2 years. They need 75 – 100 gallons + stand + powerful filter which will be a huge cost for most families.
Red-​Eared Sliders are one of the most commonly abandoned reptiles. Furthermore, people have been dumping them in local waterways where they starve to death or compete with our native Western Pond Turtle. This drought has been killing these dumped turtles and other wildlife. People are welcome to apply with the local humane society to adopt many of these homeless turtles.

Been here a few times during the week as we have just adopted a little 8-​week old chocolate lab.
One of the first things you’ll notice is that they have a pet hotel and a Banfield Vet hospital — which is always reassuring to have both nearby. The store itself is well stocked, albeit a little smaller than I expected. The staff is friendly, however it seems as though they have a lot of new folks lately that they are training — which sometimes leads to slower checkout times.
One thing that kinda bugs me about this place is that almost every time I have been here, there has been doggy doo-​doo on the floors. To me, that’s just gross, but other dogs may see it and think, «ooh cupcakes». \
Overall, decent store — prices are in-​line with retail pet shops.

So I have had a great experience with the Doggie Hotel, they have great customer service and my dog really seems to like going there… the price of a suite is cheap around $ 45!!! She got her own TV in her private room. You can add all kinds of extras like play time 15 – 18 $, treats, bathing, etc.
I had her groomed the last time I brought her here and it was THE WORST!!! They nipped her quite a few times with the clippers, she had scabs everywhere. The she was super choppy and they didn’t blend the hair at all, so she had a deep line that separates her head from her neck, body from her tail, and body from each leg… sooooo disappointing, especially because she enjoys getting shaved and is easily manipulated into any needed position during the process (her nails are a different story lol).
So I give the:
doggie hotel 5 stars
Petsmart store 5 stars (for lots of stock and great customer service)
And the grooming 1 star (and that for simply returning my dog alive)

I see that everyone is unsatisfied with their grooming experience here, but I am writing a positive review on their chinchillas.
I originally bought a chinchilla at PETCO which died after 2 days!!! I was devastated.
Bought ALL my supplies for it at Petsmart Sunnyvale location and noticed a notable LOWER price difference than at Petco.
Anyhow, after my Petco chinchilla died, I came to the Mountain View location and picked up two male chinchillas here. The staff new alot about chinchillas and the cages here seemed way more clean and properly maintained.
My chinchillas from here are two happy healthy little fur balls of love ! They were well cared for here, its obvious. Couldn’t be more satisfied.

I rarely write reviews. I like Petsmart for my pet stuff. But I have had an absolutely horrible experience with Petshotel. So bad, in fact, that I felt compelled to write this. I will NEVER go there again.
Here’s what happened.
We had lodged our cats and dog there before. One cat and one dog came back sneezing and coughing, but we figured that was typical with this type of care.
We had reserved spots for our two cats and one dog starting on Dec. 26. We were leaving town for 8 days and had no alternate care for our pets. Our spots were reserved weeks in advance.
We show up at Petsmart. They tell us there is no room at the Inn for our two cats. The offer no assistance or suggestions about what to do with our cats. They merely say «our Arizona call center screwed things up.» Of course, because its the day after Christmas, no one has space anywhere. Luckily, someone showed up to pick up their cat so suddenly there was room for our cats. The staff during this whole process was rude and not very loving towards our pets (although my general experience is they are great with our dog). They took the dog away before we could be sure there was space for the cats and we had difficulty getting her back. Once there was room for everyone, we took it as we had no other option and we were leaving hours later.
I come back on Jan 2 to pick up the pets. The dog was fine. The report on our cats was that they were not eating and one of them was covered in her own pee (she is a cat that that NEVER happens to). They mildly apologize for the pee on the cat and say nothing about the fact that our cats hadn’t eaten and no one had bothered to call us. Not surprisingly, when the cats got home, they immediately went to their food and gobbled it up. All of this fine treatment for a $ 750 pet hotel bill. I will never entrust my beloved pets to them again. Here’s hoping they aren’t sick this time.

Good place to pick up nom nom for the meow meow, ruff ruff, gulp gulp, purr purr, etc.
Paula was super helpful.

Excellent no complains, took care of my little dog even bought a toy for her!