My girlfriend brought her dog Gemma in today and could not stop raving about the experience (so much so that I had to leave this review). Gemma sometimes gets anxious around other dogs but Andre did an awesome job. She got her nail grinding done quickly and easily. Andre fit Gemma in despite a busy schedule and was very accommodating. We plan to use them again and would gladly recommend this PetSmart location!
Absolute disaster. The payment system was down and the grooming overcharged us for something that they over the phone had said was included in the original price. Since the payment system was down we got to go home and then our visit was charged twice. First for the amount that we were originally told that it would be and secondly for the amount that they claim we should pay for some reason. The double charge is being disputed and any customer here should make a habit of double checking their balance for over charges. I would avoid this place altogether. The cut itself was below average and a bit uneven. The store itself lacked a backup system and maintenance capability to solve the problem and they did not accept cash.
The person I spoke with should not be allowed to have direct communication with customers.
I have boarded my dog(s) here over the course of the past four years. Never had any problems until recently. On 20 October 2017, I dropped off a perfectly healthy German Shepherd puppy. On 30 October 2017, I picked up a very sick German Shepherd puppy. They subtly mentioned to me then that she had a loose stool for a few days but didn't take her to a vet. Well, the next 24 hours she had constant diarrhea and I took her to the vet. Medicine was required to stop the diarrhea and the vet also discovered an infection in my puppy's genital areas. After finding this out I contacted Petsmart. At first they denied that she ever had "loose stool". After I asked to be transferred to the Pet Hotel Manager, she admitted my pup did have a "loose stool" for a few days. After that I spoke with Armando, the store manager. I asked for them to pay the vet bill and wanted a full refund since I dropped off a healthy pup and got a sick one in return. He offered to pay for my pup's vet visit and a 50% discount on her stay. He said the documentation he received from the vet said it was "due to stress" therefore petsmart wasn't liable and couldn't give a full refund. I asked petsmart for a copy of the documentation that they received from my vet and they said it was against petsmart's policy to release it. So I called my vet, ballston animal hospital, for a copy of the report they sent petsmart. The report made no mention that stress was the culprit. Afterwards I called Armando back and told him this. He responded by saying that I "couldn't prove" petsmart caused my pup to be sick, thus they wouldn't give me a full refund for a full stay. I'm giving one star because of 1. unethical business practice by denying loose stool at first, lying about what the report said 2. unsanitary conditions because obviously she was exposed to something that caused the infection in her lady parts and diarrhea 3. refusing to give a full refund because I "couldn't prove it". I felt like I was a subject of a court and not a customer who paid nearly $900 to board both of my dogs there 4. not taking my pup to the vet after two days of "loose stool". Lastly, I informed Armando that I was displeased and won't be taking my pets there and he responded "Yeah I have you in the system that we have problems". Lol totally unprofessional. glad I won't have to deal with them again.
I couldn't understand how someone in a customer service industry could be so blatantly rude. Especially when the customer doesn't have an attitude, off putting tone/demeanor and is simply expressing concern.
Stocked pretty well, could not be slower to check out. Cashiers are pushing retirement by the time we get through their line.
I called the Potomac Yard location at 10:21 am and spoke with a man. I forgot his name. He was BEYOND rude to me. I explained to him what happened and advised him to tell the manager and be sure to check the other dog's vaccines so that this doesn't happen again. He raised his voice at me and told me that I was mistaken. That it is the PetSmart policy to check all dog's vaccines and that they never break that rule. I explained to him that a dog can only contract kennel cough if it is exposed to an environment or other dogs that have it. I explained to him that prior to my last visit to PetSmart, he hadn't been exposed to other dogs for 2 weeks. I also told him that I was simply giving feedback to keep other pet owners from having to pay for the kennel cough treatment b/c it can be costly. He hung the phone up on me.
I brought my dog in for day camp on Saturday, July 1st. Sunday, July 2nd, my dog woke up with a cough. I took him to the pet hospital and they confirmed that he contracted kennel cough. The only dogs that my dog has been around were the dogs at day camp.
Petsmart is a US Store based in Alexandria, District Of Columbia. Petsmart is located at 3351 Jefferson Davis Hwy, Alexandria, VA 22305, USA.
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