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- AMore than a year agoTraining and Store Awesome, Grooming NOT
I absolutely LOVE the PetsMart training and store staff. I take my puppy there all the time, and you can just tell they are animal lovers. I would rate the store and training 5 stars.
The grooming, however, is a different story. I thought it would be great since I have had such good experiences with the other parts of the store. The woman I spoke to on the phone when making the appointment sounded beyond annoyed. When I dropped my baby off, they took him back without a word to me other than telling me they would call me to pick him up in 3-4 hours. They never called. 5 hours later, I called them and asked if he was ready. She said "Oh yeah, he's been ready." No apology for not calling and same annoyed tone of voice.
When I walked in to pick him up, I could hear him crying louder than I have ever heard him cry in the back where they have the kennels. When they brought him out, AFTER I paid might I add, he ran to me and peed all over their floor which I believe was a combination of him being nervous and having been kept in a kennel too long (nobody took him out for a potty break, even though they knew he was still a puppy). His haircut did look nice, but they did not cut off his tear stains like I had asked, and I was NOT impressed with their care of my puppy.
I tried taking him to another place when he needed to get groomed again and they really messed up his hair. When I called PetsMart to see if they would do a trim to even it up, without the rest of the package, they were completely unaccommodating. They said I would have to pay for the whole package. When I expressed my concern about him being in the kennel too long, she suggested the express grooming which would only take about an hour and a half. When I asked her what that entailed, she literally LAUGHED (like a "you're a dumbass" kind of laugh) and said "it's the exact same thing minus them having waiting periods in a kennel."
Needless to say, I did not show up for his appointment. I am so disappointed in their care of animals and customers at the grooming station. It's sad because their training department and store staff are so amazing. If they re-staffed their grooming salon, they would have an amazing store altogether.