PetSmart Grooming

They never answer their phone, front end is no better. You're placed on hold and no one ever comes back. I've been on hold 25 mins more than once, stayed on the phone just to see how long they would make me wait. Never did reach anyone. I will be taking all my business to another store for sure.

If I could rate 0 stars I would have ! I had an appointment my husband had to run home and grab the rabies tag, considering there is no where to upload it when making the appointment. The appointment was at 5 my husband was back there by 18 after. There was a guy at the front desk my husband asked for Julie C the groomer who was doing my dog and about 10 mins later she comes out. She then stated she couldn’t take my dog due to being here so late when there is a 15 minute grace period and she and had to many other dogs she had to finish! This is poor service considering I booked an appointment at 5pm so how could someone not have time. I called and asked to speak with a manger I got transferred many times and then finally someone stated her name was Brianna and she is not in today. This place has terrible customer service! I will never go back here !

I called about having my dogs nails done and they said I could come right in. I get there, I had to wait. OK it was understandable that she was in the middle of working on the dog. Someone else came in a head of me maybe she had an appointment I don’t know. But the wait was horrible. if you’re going to go there make an appointment. But you will still have to wait. Their motto should be hurry up and wait.

Great job on my dog! Groomer was very attentive,and patient.

Boy do I have a horror story for yall! I had an appointment 7 days ago at another location for a simple bath and nail trim. I get a call after an hour informing me that my dog unfortunately snagged one of his nails in the REMOVABLE floor grating in the kennel he was placed in and ripped it out! Now that store handled things great and I have nothing but good things to say about the East Greenbush location. Fast forward to the scheduled grooming today for the same service, I was told on the phone by this locations grooming staff over 2 weeks ago that if I scheduled a drop off at 11am then he would be fine to transfer over to Banfield for his Annual check up since they always say 2-3 hours for the grooming. I arrive at roughly 10:55 and mention the issue last week and they need to remove the grating and ask to confirm they can still transfer him over the Banfield for his scheduled appointment at that point I’m told they don’t think the requested service (simple bath and nail trim) can be done in that time and I should use the express service to make sure he’s done in time(there’s a $15 up charge for express) but they were willing to honor the 20% discount from the other store so I said ok. Roughly 1 hour later I get a call stating I need to come pick my dog up because he’s not in the system to be in a kennel. I explained to the lady it’ll be about 10-20 minutes because I planned my day accordingly expecting to have a multi hour gap between drop off at the groomer and pickup from Banfield and I’m at Lowe’s next door. 10 minutes in I get another call from the same woman with a very irate tone in her voice asking where I’m at and I need to get my dog now because I’m inconveniencing them! The audacity of this woman to first up charge me so I can ensure he gets to his appointment on time after I was told a drop off would be fine and then they would transfer him to Banfield for me then call me up being stating I need to pick him up hours before I had originally planned to then call again being very rude the entire time. YOU WOULD THINK AFTER YOUR COMPANY CAUSED A DOG TO BE RUSHED TO AN EMERGENCY VET AND EVEN HAVE A COMPANY WIDE EMAIL SENT OUT TO ALL THE MANAGERS YOU WOULD ENSURE YOUR CUSTOMER IS TAKEN CARE OF IN A COURTEOUS MANNER AT THE VERY LEAST! I AM NEVER COMING BACK TO THIS LOCATION AGAIN! Go to the East Greenbush Location as they actually care about their customers and their fur family! And I’m pretty sure they just used a waterless shampoo as he still has loose hair and some discoloration to his fur!