PetSmart

Some employees are completely clueless when it comes to the return policy. One of the employee (i don’t know her name but she wears glasses and looks like she does not give a FUCK is the rudest employee i have ever met). I have been a loyal customer at Petsmart for years but after the incident I had to go through today, I WOULD NEVER GO BACK.

If i could give the pet grooming here zero stars i would. Andrew was not professional what so ever. Infact we was rude to me. I brought my tiny 5 pound dog in here to get a wash and hair cut and walked out with my dog covered in his own crap. What in the world made them think that would be ok to do to a returning customer is beyond me. They asked me to step outside cause my dog was acting nervous so i agreed and waited for about 5 minutes before they asked me to come bAck inside. I come in and my dog crapped on the floor 3 times and hes got it all over his fur. THey told me they could not take him cause he was to nervous AKA im afraid hes going to nip at me mind you he never had any past previous cases of biting them or nipping at them. So i had to drive 15 minutes back home with a dog that was covered in crap. Who in there right mind were send there customer home like that? Andrew tried to say he was afraid for the gal that was supposed to cut my dogs fur. Fine so be it but why in gods name would they let my dog trample on his crap. I was beyond polite to them while i was in there even offered to clean up my dogs droppings. I asked andrew why they couldnt just hose the dog off in the back but of course i could hear it in his voice the sound of him grinning probably laughing under his breath when i went to call him to explain how disappointed and upset i was for the way i was treated and that they couldnt do that. It was very clear in the tone of his voice that he did not care. while i was there I left him with them on a leash so they obviously were not using it cause they let him LITERALLY ROLL AROUND IN HIS OWN FECES! Why? logically one can conclude that they just dont care about the customer especially Andrew. I would imagine these guys treat the animals in the back poorly probably abuse them if they think its ok to let the dogs roll around in crap. Never will i take my dog to these jerks again. To top it all off i had to wash the dog my self at home.

Went in last night to purchase some new fish but we left empty handed. They have a lot of tanks but most were empty. Nothing to choose from unless you want some goldfish which they have plenty of. No good looking tropical fish. The tanks didn’t even look clean!
Also the customer service isn’t good here either, we were in there about 15 mins and NO ONE ever even acknowledged we were there and another customer that was also looking to purchase some fish was complaining she had been waiting for someone to come help her long before we got there. No fish selection and no customer service at this location! Save yourself the trip to Pasadena and go to either the Rosemead or the Arcadia/​Monrovia location!

I love this PetSmart from their grooming department to their doggy daycare. I feel like they really care about your pets! They always give me progress reports on how my puppy did at daycare and also how he was at grooming.
When I pick up my pup from Doggy DayCamp they basically know who he is, what he did most of the day, and can tell me stories about funny things that happened.
The grooming team writes down exactly what they did for him so that I can request the same thing or request changes for the next visit.
This is my go-​to PetSmart in the area.

Worse customer service at the register today4/​28/​16 @ 8pm. The older gentleman has a horrible attitude towards customers. I thought he was just frustrated with the older lady paying before who could not remember her phone number. No I was wrong, with me he was having trouble scanning what I was purchasing and had face like he was holding a fart from bursting. Hopefully the fart came out and he had a better night. Because if I had my dog with me my dog would have probably barked and bit his ass.
Pets mart you need happy people at the register not moody rude people.

This review is for the grooming department. This Monday I had an appointment at 6:30pm and when we got there they said they could not take it because it’s «fully booked». But I saw only one groomer and one dog there, the place was almost empty.
They have appointment time up to 7pm. When we called Saturday to make an appointment they said it’s okay at 6:30pm.
They said they called me earlier, When I checked my cell phone the voice mail was at 6:15pm. You call customer to cancel an appointment at last minute when I was driving, getting into the parking lot? The manager doesn’t review the appointments during the day or a day before? Or it is a slow day and the manager and staff decided to take a early day off, so screw the customer is fine? What a customer service!
If a place screw customers at will to cancel customer appointments last minute just because they want a early day off. You can tell their manager and management treat the customers like shit, screw them is fine kind of mentality.
How can you make an appointment and when you show up they cannot take it anymore? What kind of customer service and why you need an appointment for?
I have been with this PetSmart ever since I adopted my puppy. I had my dog trained with trainer Angela there, who is excellent and care. I have Banfield dog annual health policy account with them there as well and go there to shop and checkup every month. They have been all excellent and care.
However, I do have problems with their doggy day camp and grooming service couple of times before. I gave them some benefit of doubts though.
This is the first time they are so bad. No wonder they don’t have customer survey available.
This will be the last time I would deal with them.
Don’t go to this place!

Anthony went above and beyond to find a bowl they were out of stock of on display. He was patient and kind and was obviously adored by his team. This store is always clean and there’s never a shortage of enthusiastic staff waiting to eagerly help find the perfect food and accessories for fur parents. I’m always pleased by the groomers and the service here and have never had a bad experience. Highly recommend this location if you’re ever in the area.

I needed prescription cat food but didn’t have my prescription with me.
Without asking, the manager Cindy came over and told me THEY would call my vet & get it for me. They called and printed the prescription card. I had no idea! Cindy took care of making sure everyone helped me so I could buy my pet food.
Such helpful service is so rare and greatly appreciated. What could have been a wasted trip turned into a surprisingly wonderful experience. I highly recommend!

This is one of the larger Pet Smart locations that I’ve been to. The staff are super friendly and they’re very helpful when looking for things. This location in particular had the Banfield pet hospital for all your vet needs. It’s got ample parking and is located in a very nice shopping center so you can walk around while your pet is being seen.
They also have pet adoptions on some Sundays! Maybe you could walk home with a new pet :).

What happened PetSmart? When did you stop caring about your customers? I don’t know where to start with this location as it recently went through a change of staff. From Managers to associates everyone seems new but hasn’t made a difference in improving the customer service.
This PetSmart use to have a female manager with blonde hair and a bad attitude, if you read other reviews you’ll know who I’m talking about. Thankfully she’s gone but if corporate doesn’t train their associates or focus on customer service then what’s the point in changing Managment and staff?
Anyway, I use to bring my pup here for training with Szashe and we completed. We even signed up for intermediate, we had one class and suddenly our beloved trainer was on emergency leave. I could tell she was stressed and understood that she needed some time off but 3 months passed by and she never came back. Don’t blame her, she was great. It’s PetSmart that packs on the pressure.
On to the grooming department, geez when did this become a teenage drama department? When you take your pet to get groomed the focus should be on your pet, it’s important for the groomer to build a bond and trust with them. Well the last time I took my pooch in to get her nails trimmed it was nothing but nonsense talk between the groomers. Really! These aren’t professional groomers but more like high school kids with attitude. It’s also the last time I bring my baby here. Work on it PetSmart and stop driving away your good groomers and trainers!

I take my dogs to the banfield hospital there and loved the service. That’s why I came all the way here from Montebello. I hated the service from others I’ve been to. This one seemed to care and more informative with great customer service.
I can’t say the same for some who work at the register. There’s I’ve time I came in to drop off my dogs for their teeth cleaning and I first saw two associates who made eye contact with me but didn’t greet me while they were both talking to each other.
Today though, I felt the need to leave a review for this specific associate, female, blonde, has a great smile and greeted me, but there may have been miscommunication when she asked if I would like to donate a canned food at checkout. I smiled back and said «no, thank you». As she handed me my receipt, she said «than you for your donation».
At first I thought she was being sarcastic, like she was saying, «thank you for your $ 0 donation» in my face and smiled. As I looked at my receipt when I got home, 45 cents was charged for a canned food, which I specifically told her I didn’t want to donate. Now I’m not sure if she heard me wrong or what but it felt more like she knew I said no and yet charged me anyway from the way she said thank you to me.
I know it’s just 45 cents but still, I feel cheated. If she had told me how much it would cost then I might’ve willingly said, o yeah, i’ll donate $ 1 worth, and I would feel guilty not to.
I just hope this was some miscommunication, and didn’t want to feel pressured to donate. 3 stars for the service at the register of petsmart and not banfield.

This review is for the doggy day camp.
I came in here to drop off my dog who had been to this day care for 5+ years. A woman named Jasmine told me that there’s no record of my dog ever being there. That’s fine, I assumed that there must be an issue with the computer but instead of giving me information on what I could do, she just ignored me and started chatting with her friends. When I tried to get her attention again to see if she spelled my dogs name correctly, she rolled her eyes and said «I KNOW HOW TO SPELL» and started smacking her lips and picking at her teeth using the computer screen as a mirror. To whomever the manager is, please reconsider this employee. I won’t be bringing my dog here anymore after 5 – 6 years of patronage, especially when there are so many privately owned dog hotels in the area.

George is the best an so is, that Asian guy is too sorry don’t know ur name, he went above an beyond always has!!! He like my dog best friend amazing, he needs to be promoted our even made assistant manager, we live pomona an we come to this location is just for him, my dog loves him too:) hes the best

Walked into the grooming section to inquire about their services. Three staff members were talking among themselves. One young man with large white earlobe earings, a young woman with long black hair and their manager with long dirty blond hair. You think that one of them would have acknowledged my presence. So much for bringing my dogs there.
Bad customer service.

****** WARNING: WE RECEIVED SERIOUSLY BAD TREATMENT FROM THIS LOCATION. WE RECEIVED NO APOLOGY WHEN THE MANAGER & AN EMPLOYEE MADE A FALSE ACCUSATION & WERE PROVEN WRONG!!! GO ELSEWHERE TO GET BETTER TREATMENT *******
I used to love coming to this location but NO MORE!!! The manager at the Pasadena CA store, I believe her name is Tiffany, made a false shoplifting accusation and when proven wrong, she continued to treat my girlfriend and I extremely poorly and unprofessionally rather than apologize to us.
The manager accused my girlfriend of shoplifting, when in fact she had given me the items, while she went to the restroom. After she exits the restroom, the manager and another employee stop her, question & search her, but of course they don’t find anything. Still not believing her, they ask her to find me to prove she didn’t steal anything.
After it was obvious that I had the items, they didn’t apologize, but said we could go. I could tell my girlfriend was really shaken up and upset by how they treated her because she had tears in her eyes. Angry at how they affected her, I tried talking to the manager (I believe her name was Tiffany) seeking an explanation and an apology, but she just became defensive, tried to misdirect the issue, put the blame on us, and blow us off. (**** Note: If you’re accused of something serious that could involve being arrested by the police, you don’t take it lightly).
I’ve worked customer service jobs, security jobs, and have also been a manager, so I know they were doing a job; however, if you go overboard and make a serious mistake like this there are consequences and you try to correct it or at the very least apologize for it.
All they had to do was sincerely apologize, not become defensive or redirect blame!!! I WAS a loyal customer at this store, but am never coming back, warning others, and will contact their corporate office. If you notice, this particular store has a LOT of negative reviews so there must be a major issue here. Be careful if you have to go here, if it seems like the employees are watching or following you, they probably are; I discovered they might be profiling you thinking you’re stealing.
If you’re falsely accused of shoplifting at this Petsmart or anywhere know how to handle the situation:
–
9÷7÷15 — I’ve submitted a formal complaint to the corporate email today and have received a confirmation email they will respond back in 3 – 5 days. Let’s see how they respond.
9÷9÷15 — Still waiting for a follow-​up call or email.
9÷10÷15 — No followup email or call received yet.
9÷11÷15 — No followup email or call received, they have 2 more business days to follow-​up.
9÷14÷15 — Still no follow up call or email. They have 1 more business day.
9÷15÷15 — No email or call.
9÷16÷15 — There you have it… no contact from corporate… Goodbye.
1÷25÷16 — Still boycotting this store and warning others to stay away. Other customer friendly pet stores have have been receiving my business.
*** There are several other local pet stores around this area who’ll treat you better. ***

So I went to the Petsmart on foothill in Pasadena today. I went to get my dog some advantage as he’s been having a flea problem and I hate to see him being eaten alive!
Since I was there I picked up some greenies for our cat and grab a bag of treats that were on sale for my dog while we were waiting in a rather long line. As my pup was on his best behavior I decided to open the bag of treats to let him have one and he actually spit it out!
I was thinking it sucks that I’m going to have to pay for these treats when he’s not even going to eat them! So when I get to the front I ask the cashier if I can exchange them for something I know he would like and he tells me that they can’t accept returns unless they can restock them.
Now I was going to be fine with this and had him ring them up but I remembered Someone telling me that Petco will allow you to return food if your pets don’t like it. So before I ran my card I asked if they had a similar policy and he said he didn’t think so but called the store manager over just to make sure.
Now I’m think «Great! Here is a chance for them to show me how great their customer service is!»
Wow was I wrong.
The manager comes over and I explain what had just happened with my dog spitting out the treats and me wanting to get something else or just pay the $ 85 I owed for the greenies and advantage. She reiterates their policy that returns need to be able to be able to be re-​shelved or they can’t take them.
Just to make sure I ask her about Petco’s policy I had heard about and this is where things went down hill.
Instead of just confirming that it’s not something Petsmart does, she tells me that I should have opened the package before paying for it because I was stealing…
Basically calling me a thief in front of everyone there.
I was being extremely polite up to that point.
In fact I even gave her a chance to take it back and asked her if it’s really stealing if I intended to pay for it the entire time?
After all who stands in line and brings something they’re planning on stealing to the attention of the store manager?
Now instead of taking the out I gave her she doubles down and says yes, I was definitely stealing as I hadn’t paid for anything yet and that the store calls it shrinkage…
The treats were on sale for $ 5…
I was buying another $ 85-​$ 90 worth of product on top of the treats which were just an impulse buy to begin with.
If she had just confirmed that they wouldn’t match Petco’s policy I would have purchased the treats and donated them to the shelter they work with.
I have absolutely no reason to ever steal anything let alone a bag of discounted dog treats.
I was so angry with her insult that I told the cashier to forget my purchase and just clear everything out.
I was so outraged that I walked out of the store without saying another word as I was afraid I couldn’t hold my tongue and would say something vicious to the manager.
As I was heading towards my car she actually yells at me through the doors saying next time don’t open a package before buying it!!!
I must spend close to $ 200 per month on our pets with grooming, food, treats, and cat litter.
I’ll gladly be spending my money else where from now on.

Petsmart is sort of like the Target of pet needs. They have pretty much everything you could want at good values. We mostly use Petsmart for two things: doggy day camp and grooming.
Compared to the store in Monrovia this one is just ok. The Monrovia store is a little bigger and a little nicer. There they always have the groomer come out to talk to us and meet our dog and talk to us about what we want done. At Pasadena it is like the grooming department and doggy day camp are in two separate worlds.
That disconnect also is a pain trying to book both a day camp and grooming appointment. Again, at Monrovia the day camp people will help setup both appointments for you. At Pasadena though you have to call one, then get transferred (with the hope you won’t get disconnected) to the other. There doesn’t seem to be a lot of communication going on.
The Banfield here is also a joke, but that is an entire other review.
The employees though are generally very helpful and somewhat knowledgeable. If you have a specific need they generally can point you in the right direction. They are also always super sweet to my dog, so that is a big plus.
So it is a decent store, maybe not as nice as the Monrovia location, but it does the job for most things.
⁶⁹⁄₁₀₀

I went in looking for a training collar for my dog. I saw their pet trainer there named Szache or something like that (blonde lady). She and one of her students was in an isle. While she was sweeping the floor, she was also helping her student teach her dog to leave some treats alone that were on the floor being swept away. I wanted to ask her about dog training. I said, excuse me, sorry to interrupt, but could I ask you a question. She said, «Sorry, actually, I am in a training class right now. someone up front would be happy to help. Sorry.» I thought that was so rude. It is poor customer service. I just wasnt important enough for her to take a question. Nor was she happy to help me. Maybe a customer just wants directions to the right isle or ask wheres the restroom? I didn’t expect her to drop her broom stick and leave her dog training student. Jeeze!
Never go back again. There are so many pet stores around whos employees would be happy to help me without the my shit dont stink attitude.

Extremely disappointed with the grooming department. We’ve taken our Standard Schnauzer about 5 times now. The first 3 times we had no problems.
For those that don’t know pepper & salt schnauzers have black & white hair in their beard (softer white hair with courser black hair on top). The fourth time we took her to Petsmart for grooming it looked like they «accidentally» shaved off part of the black hair on one side of her face! Of course I didn’t notice until I got home!
I decided to give them the benefit of the doubt & try again. I specifically told the guy to «leave her beard alone»! And showed him what they did wrong last time (it was a woman last time). What did they do? Cut her beard short AND cut more of the black hair off. SO PISSED.
NEVER TAKING HER FOR GROOMING AGAIN

I have generally shopped at PetSmart over PetCo because of their prices.
However, I actually LIKE this PetSmart in Pasadena. I used to feel like it was just running an errand — buying cat litter… etc. But they have good customer service and a lot of services like doggie daycare, cat adoption center, grooming and a Banfield Pet Hospital.
Normally, I bring my two cats for here since I put them on a Wellness Preventative Plan right after I got them years ago. I really like their vet, Dr. Manion.
When I lived in WA, I also went to PetSmart for my supplies and also took my cats for preventative care there. I just have to point out that my experience has always been great. My cats are not easy to work with (hahaha, understatement of the decade) and they have genetic dental issues. Guess what? Dr. Manion is an oral surgeon! I have to say that I definitely like this PetSmart better than the one in WA…
There is also a special cat adoption center, a large doggie day care area (I like to watch both the cats and dogs. They’re really fun and the dogs will always make you laugh. They’re so silly and really cute!