PetSmart

For their phone service:
I’ve tried calling to book a reservation at the dog hotel twice now — and both times I’ve been on hold over 20 minutes. I usually take my dog to the San Carlos location, where the longest I’ve been on hold has been 5 minutes.
I would book it online, but this particular location doesn’t have that as an option.

This place sucks. From my experience over the last few years, this is what I observed: The only people that are helpful in the store are Derek, Matt, Chris, Zhan, and Colleen. (This disregards grooming and the hotel in the back). The manager never wants to do anything for you and never wants to compensate and her kindness is so fake that it irritates you. When you ask her for help she tries to avoid you and have some other employee help you. Whenever I come in for my cat and dog food, Colleen is always willing to help especially when I need to find something or carry something to the front or to my car. She’s quite a character and makes the visit worthwhile. Derek, the tall lad in the back, is great for dog training, finding products, informing you about the variations of products, and offering solutions for your pet. Zhan is the most easy going and friendly manager, he’s also very knowledgable about the products carried in their store and especially in regards to fish tanks. Matt, the tall blonde guy with Tattoos, knows a lot about tanks– go to him if you need help with your tank he’s great (especially if Zhan isn’t there). And Chris is excellent when he helped me with my gecko. Chris is the go to guy for reptiles. Other than that everyone else is pretty much useless in the store so don’t bother asking them for help.

I strongly want to give them 0 stars but don’t have that option. This is for the GROOMING department only. My experience with the cashier and other employees/​pet products there was a breeze.
First of all, this was not my first round trying to get my dog groomed. I had gone in a few days ago with an appointment but was late and turned away. Between cleaning up my dogs «business» outside and the grooming lady seeing us, I ended up being 20 minutes late and their cut off was 15 minutes.
I was furious, but understandably, it was my fault so I rescheduled and made sure to be on time.
Now comes the real reason I’m giving 1 star. I have a mini American Eskimo. She’s about 15 pounds. She’s not a heavy shedder right now so we decided that it was okay to take her to a groomer once a month to keep it under control. We came across petsmarts basic service that does everything we were looking for. We got it done twice in Austin, Texas (we just moved to Sunnyvale) and had no problem. They did a fantastic job and trimmed all around the butt area perfectly. Our Eskie came back looking like a show dog and the shedding was minimal.
We were expecting a similar experience here but it is not the same quality of work at all.
When we arrived to pick up our dog we were told she was no longer there. WHAT. Then after about 10 minutes of «are you sure you came to the right place?» They found her. Someone had moved her to another part of the store and they had to go look for her. Again– WHAT?!
They also did not brush her thoroughly. I understand the package we got, but I could literally see tufts of hair coming off my dog. It didn’t look like she had been brushed at all.
Next point– her butt area was not trimmed or groomed whatsoever. For a fluffy dog, it’s pretty important to have a trimmed butt area.
Ultimately it looks like we paid $ 30? (I can’t remember the price exactly) to have our dog bathed and a nail trim. (Which was also subpar because her nails are still a little on the long side)
I will not be taking her back. So disappointed.

I’ve been to this location twice. It’s a standard PetsMart with everything you’d expect. The checkout clerk was really sweet. I’ll always be loyal to PetsMart, because I found my beloved kitty there. I’m thankful that they work to find adoptive homes for shelter animals.

Disappointed with our grooming appointments. Dropped two dogs off at 7:15, they were unable to do anyone with one of our pups. Stated she was freaking out too much. We picked them up about 9:45am when we got the call. With the other pup only looked like she got a wash and nail trim. It was supposed to include sanitary trim (but outside of the store she peed and got some on her fur, isn’t it supposed to be trimmed to prevent that?) Also noticed her ear was still dirty (brown gunk) and the fur around her paws was seemed long.

****The one star review is for the Grooming Dept. Only****
(Customer Service in the store and at Banfield is very pleasant.)
I normally go here to pick up my dog’s prescription food, and at the checkout counter, I received a coupon for dog grooming, so I thought, «Why not?» We normally take our dog to Petco down the street, since it’s in the same plaza at the Safeway we shop at. Given the opportunity to check out what PetSmart grooming had to offer, we gladly decided to schedule an appointment.
On December 30, 2015, I used the online booking system for Sunnyvale’s PetSmart. I thought this was a very convenient feature, considering that Petco does not have an online booking system. I can’t recall the exact name of the option I chose but it was for one of their basic dog grooming packages. I received confirmation that I had an appointment set for 2:00 PM with Rose, and that I would need to provide copies of my dogs immunization record, since he was a new client. So, I called my vet, received an updated copy of my dogs records and was all set to go.
On December 31, 2015, we brought our dog into the grooming center. We arrived 10 minutes early because we knew we’d have to check him in, speak with the groomer, etc. etc.
From the moment we stepped in, it all went downhill. We saw that they were busy, so we patiently waited until someone could help us. One of the ladies asked «What can we do for you today?» I replied that we were there for a grooming appointment for our dog at 2:00… and I kid you not, the woman who asked us the question looked to another woman, who then rolled her eyes. I brushed that off as a «whatever, you must be busy, and not thrilled that we showed up early,» but for the next few minutes we waited in silence. Finally someone asked us again what we needed today, and I said, «We have a 2:00 appointment scheduled with Rose.»
Now I will commend Rose for her effort. With that being said, the 1-​star rating is NOT for Rose either. Rose got on the computer, and although our appointment was not showing up, she was still attempted to accommodate us. She did tell us that she did have an appointment scheduled in 15 minutes, but if they didn’t show up, she would be willing to take our dog in. She diligently worked to input our dog in the system.
Now what made this whole experience horrible were the other women in the room.
At least 3 times they asked us if we booked our appointment at this location. They asked questions like, «Are you sure you didn’t book for PetSmart down on Curtner.» «Are you sure you booked an appointment with us?» «Are you sure you didn’t schedule your appointment at Petco– because a lot of people do that?» Now, it wasn’t like they were not all in the same room at the same time when they asked us this, but they kept on asking us even though I ensureed them that the appointment was scheduled at this specific location. They asked us three times. On the third time, Rose said directly to one of the girls that we were in the right place because we said it was scheduled with Rose. I mean… that is a specific detail that they were all overlooking. I felt like these women were being extremely rude by suggesting that I did not understand that this was PetSmart and not Petco.
They kept on asking me what service I booked, and to the best of my ability, AS A NON-​EMPLOYEE OF PETSMART, I told them it was one of the grooming packages with the ear, teeth, and anal gland cleaning for $ 18.99. They began throwing out names, as if I knew their lists of services by heart. I asked them if I could look at a list of services available… and they acted like I was being unreasonable. One of the women walked over to the counter, pulled out a list, and walked away while saying «Those aren’t the prices anymore.» What kind of place does not have an up-​to-​date list of services available to the customer? Horrible effort on their part.
–That was what really killed it for us.-
I ended up asking Rose if my dog’s information was completely inputted in the system, and let her know that we would be following up at a later time. Rose politely asked if we still wanted to have our dog groomed today, but I had to decline the offer. Rose was very nice, but our overall treatment by the staff in the grooming center was unbelievable.
I will never recommend PetSmart in Sunnyvale to any one of my neighbors or friends looking to have their dog groomed. That negative attitude and ignorance is not what I would prefer my dog to be in the care of for, even a second.

Cool staff at Petsmart. BANFIELD has been a bad experience all 3 times I have (by convenience), needed to visit.
On flip-​side, 90 pound pit-​bull, and some staff are very mindful and conscientious of not approaching dog so fast. Staff cares and is friendly– therefore will choose Petsmart over Petco. At least here in Sunnyvale.

Closest pet store to my home. Serves my need for quick items. Also usually have some sort of discount dog toys. My dogs dont care if it was cheap! Usually will have the highest prices compared to other options. Hate to say it but I treat it kind of like best buy, go take a look, see what you want, then buy it online for less.

This is supposed to be a place for pet lovers ran by people who love pets.
IT IS NOT.
I was in shock to learn that I could not leave my dog at their day care just because she has some pitbull in her.
Wait…we will take german shepards but no pitbulls? why?
There are no bad animals there are only bad people.
If you love your pets, don’t take them to a place which has a declaired policy discriminating between breeds of animals.

I recently adopted a dog that ended up having separation anxiety and was not a good fit. While waiting for transportation to get her back to the rescue located in LA I decided to board her here for a couple of days. I’ve never used the Petshotel for any of my other pets but after this experience I definitely will. The staff was very polite and in tune with the dogs staying there. I watched as they slowly introduced my pooch to the others and when I came to pick her up several days later I even received a little handout with details on her stay. Once I am finally up to adopting again I would gladly bring my dog here.

First off Petsmart grooming is the least expensive in the area and the only one that answers the phone to schedule appointment. Scheduled me same week and was very accommodating not when I was running late. Also my dog was very nervous and her groomer did a great job at making her comfortable with the processes. I went ahead and did the de-​shedding package for $ 15 and it seems worth it. She is very clean, soft and happy. Will come back for a tooth brushing next time!

We have been a customer at Petsmart for a long time. Recently my daughter bought a Chinchilla from the sunnyvale store. As today she got a skin reaction from it but we can’t return it as we just want them to take her back. We don’t need the money back but the answer is no. We are so dissatisfied and disappointed at the way they hame the situation as my daughter is getting a medical reason that we need to find a home for the pet !! I no longer feel like they care for the customers well being.

For Grooming Salon, I would recommend STEPHANIE. She is very nice, friendly and always gentle when handling Prince (my dog). I always made an appointment with Stephanie for my pomeranian mix (Prince) for the pass three year plus already. It takes her less than two hrs total to take a bath for my dog, cutting his hair, nails cut, ear cleaning and anal gland etc. She’s very neat and always know what I want.

The one star is for the banfield hospital.
Backstory: my dad has to go on business trips ALOT and he only stays for a month at most and then he’d have to go on another business trip. And my mom works everyday and I have school and work.
SO it took about two months to get my dog spayed. The first month I would go in and they would tell me that I never made an appointment. This lasted a month. Just me going back and forth and making appointments and then them telling me that I wasn’t in their system.
Second month: so after wasting a month, my dog started her period. I mean I already knew it was gonna happen soon and so that’s why I wanted to get my dog spayed asap I mean that’s what I was trying to avoid because I don’t know if she can still have the surgery if she’s on her period! But then I asked the doctor and she said it was fine so I made an appointment to finally get her spayed.
On the day of my appointment, I came in and the woman in front of the banfield register looked at my dog and denied me of getting her spayed. She started explaining like why it couldn’t be done but the doctor said it was okay? I don’t even know. I just left and waited another month (2months in total) for my dogs period to end.
Now because of the ridiculous delay, my dad was no longer in the city and my with my mom working everyday it was really hard to always make sure that the dogs are by themselves. After the surgery my dog really needed to have someone there at all times just to make sure that nothing happens. When my dad is home, he is home all day because he doesn’t need to be at his office which would’ve been the perfect opportunity for him to take care of her. A month of recovery is enough. But that couldn’t happen because pet smart apparently does not know how to keep track of appointments.

Very poor self cleaning facility for dogs. We normally go to Petfood express in Palo Alto but we live in Sunnyvale. Wow, night and day people! This is a run down shame of a self service washing station. The bathtubs are very dilapidated, and run down. On the day that we were here, the floors were disgusting. Their ‘soap’ looked cheap. Their disposable aprons were just horrific plastic looking bags that didn’t work.
See my review for Petfood express cleaning station. You’ll see it’s not worth it to come here. Rather travel.

This review is for for the Pet Hotel. Do not bring your dog here!
I had made the request for my dog to have play time and found out when I picked her up that she was cooped up the whole time she stayed because of some miscommunication on their end. Laura (supposedly the manager) was very unprofessional about the whole situation and didn’t take any steps in helping the situation. All she did was blame it on their call center for the miscommunication. Take your $ 45 per day elsewhere!

This review is specifically about their Puppy Training class.
My boyfriend and I went to the Sunnyvale Petsmart last night for the first of 5 puppy classes for our 14 week old miniature dachshund. Let me preface this by saying that vaccinations ARE required before taking the puppy class (although, the vaccination papers we brought were NEVER checked before we even walked into the room). My mini dachshund has 2 of the 3 required DHPP shots and is not yet old enough to have had her rabies vaccinations (she gets her last DHPP and rabies on ¹⁰⁄₃₁).
There were 3 other puppies there: one rambunctious jack russell terrier, one totally quiet german shepherd, and a large tan mutt. Within the first 5 minutes of class, the instructor (Lizzie) had us introduce ourselves and our dogs. The mutt’s family went first: He was 7 months old but still in need of beginner puppy training because he had had parvo and was in quarantine for 2 months as a pup, but has now been out of quarantine for 3 months. The mutt’s family proceeded to say something about how «most of the other puppies infected with parvo had died, but this guy was lucky.» The instructed nodded and moved on to the next family for their intro.
Um…WHAT?! Parvo is the scariest thing that you could mention to a new puppy owner. Again, my girl has ²⁄₃ of her DHPP shots so she is *probably* fine, but I’m still super cautious and careful about where I bring her, what I let her touch, and who I let touch her. I’m sitting in this puppy class with a dog that just recently got out of parvo quarantine — for all I know, he (and his owners!) are still carrying the virus and spreading it on everything they touch***.
My boyfriend pulls out his phone to do some quick research about whether we should worry about this dog and risk of infection from it while the other family introduces themselves. We decide based on the information he finds (***) that we do NOT want to be in a class with this other dog. Nor will I ever return to this specific store, knowing that that possibly parvo-​infected mutt and his family were walking around and touching things. Even when my dog is fully vaccinated, I would hate for her to carry that virus and infect some other dog.
I have to say that I was completely and utterly shocked at respond from the trainer:
— She did not acknowledge the severity of the parvovirus either way: whether by reaffirming that we (other dogs/​owners) shouldn’t worry and it was OK for that mutt to be there NOR did she acknowledge that the mutt might still be a carrier and ask it to leave.
— When my boyfriend and I brought up our concern, the trainer looked confused and said she did not know if it was something we should be concerned about and «unfortunately the vet is gone for the day but she could ask tomorrow.» Tomorrow, in my mind, would be too late.
We walked out of class right after introductions. There is no way I was going to take a chance that my puppy would be exposed to parvo 2 weeks before she got her final immunizations, just to take a puppy class.
You can bet I am going to call PetSmart Sunnyvale today and ask for my money back — I’ll take my puppy somewhere else for puppy class and socializing.
***Parvovirus can live for up to *7 months* on surfaces unless they are bleached (with a ¹⁄₃₀ concentration of bleach: water, and leaving the solution on the surface for 20 minutes). A dog that successfully recovers from parvo can remain contagious for a few weeks to months — there is ongoing risk of infection (mostly from fecal contamination of outside environments) to other dogs.

I love pets. Dogs, to be precise. However, the reason for me coming here was me being stupid and letting a milk package explode on the backseat of my car… turns out, odor against pet smells works best with a car seat bathed in bad milk smell.
I found what I needed pretty quickly and was surprised that they have a dog grooming station — if I ever get myself a dog and don’t wanna groom the dawgie myself I’ll just bring’em here. Handy.
Lots of parking as they share the lot with Best Buy.

Good aquarium fish and kudos to the staff there. They seem to really enjoy working at this location.
Watch out when adding new fish that you’ve bought. I’m not saying that PetSmart’s fish all have diseases, but this definitely is worth adding to my review: I bought some rosy red minnows to put in my 16 gallon goldfish Biorb. I stopped buying these not too long ago because they weren’t lasting long… guess I didn’t learn my lesson.
Four died within a week and my goldfish, healthy for years, got ich (a parasite). Not only have I had to separate everyone, I’m now treating it and doing water changes every other day. What a pain in the ass.

I just came in with a friend and seen the doggy day care ! though the clear glas window. Awesome !
I have a cat and just picked up some cat litter.
This place has a large choice of Cat toys !! and Cat Furniture… much more than my regular Petco ! With that being said I might have found a new place to buy some different toys.
Anyone that has cats know they get tired real fast of the every day toy. Plenty of parking and nice area same parking lot as the Best buy.
I will be back !! Bromeo is so spoiled !