PetSmart — Attraction in City of Industry

I was coming to the Pet Hotel for a couple years because my dog was comfortable with the staff and he really came out of his shell. My dog was used as a fighting dog and I was able to rescue him from that life. Finding a place where he isn’t so defensive with new people and other dogs is hard to do. I started him off in individual play while he stayed at the hotel. I used to train dogs so at home I worked with him on getting comfortable around dogs in a group setting. When it was time I reached out to the hotel and the trainer to introduce my dog into day camp. When I picked him up I was ecstatic because the trainer said he did great and recommended putting him in day camp whenever he stayed in the hotel. This was such a relief because I always felt guilty leaving him at the hotel when I went away for work because I knew he only had individual playtime with the staff. Now this was his opportunity have a more enjoyable stay and hopefully help ease his anxiety when in a cage overnight. The following weekend I dropped him off and told the lady working there that he does group play now. Her response was well let me check for any notes. She didn’t find any notes and proceeded to tell me she will ask in the morning about him being put into group play. I’m assuming she thought he was in individual play because of his breed. I explained to her I used to work for PetSmart Pet Hotel and that his breed his acceptable in the playroom but had him in individual play because of his background. She wasn’t educated enough on the policy so she gave me the same response. I was irritated but it was no biggie so I decided to call in the morning to make sure my big guy gets his play time. I call again the next day to make sure he gets his group play and a gentleman assured me he would get his playtime. Okay now I’m at ease and happy that he gets to enjoy the stay at the hotel fully. Monday comes around and I usually pick him up before work but I decide to let him stay so he can have playtime with other dogs. PetSmart closes at 9 and I get out of work at 8 so I get there before close thinking my dog had a full day of play. Upon picking up my dog I ask the associate how his playtime went. She notifies me that the whole time my dog was there he didn’t get the appropriate play time. I don’t have any kids but I felt the emotions about to pour out of me. I acted calmly hoping they would make it right somehow. All they could offer was a poor attempt at an apology. Since then I have never been back. I am sad that I lost trust in the hotel staff but not too upset about not coming back. Additionally, that weekend of my dogs stay I was also notified there will NO LONGER be any overnight hotel associates. Meaning that dogs staying overnight will be by themselves without any supervision. So, if you have any pets with any health concerns please stay away from PetSmart Hotels so that they may receive any attention needed overnight. I pray no one else has this experience and hope things change...

WARNING!!! DO NOT GROOM YOUR DOGS AT PETSMART WALNUT/CITY OF INDUSTRY!!! I brought my dogs to play at doggy day camp and made an appointment for them to have their paw pads trimmed, their nails trimmed and grinded. This is a very simple grooming task. If you are a TRAINED groomer you should know how to do this. Well LIDIANA in grooming DOES NOT know how to do this. Her trimming my dogs nails resulted in her breaking his nail and a vet visit which now requires him to wear a cone for 2 weeks, and to take antibiotics, anti-inflammitories and a topical solution. If that isn't bad enough, when she called me at 2:40pm to inform me of the incident she said he was at the vet getting treated. She lied. When I called an hour later to check on him, he was just taken to the vet because a vet wasn't there until 3pm. When I arrived to the store and asked the store manager BRYAN for an incident report, he refused to provide one to me and told me to call corporate for it....on Saturday, when they are closed. That's horrible customer service!! He said he wouldn't fire her for a "mistake". He said it's not the first time and it won't be the last. They don't have any standards or training there and he doesn't hold them accountable. A well trained groomer doesn't do this. So I'm letting you all know she still works there. This is the 2nd time something has happened when they had their nails trimmed. The first time they didn't even tell me something happened. They just let me take my dog home with a bloody paw. I took him back and they put quick stop on it and it stopped the bleeding. I have had my dogs nails trimmed there as a convenience when they play at doggy day camp. But 2 weeks in a cone and on medication and potential infection, is not a convenience at all. When I picked my dog up from Banfield inside Petsmart, my dogs eyes were bloodshot red and his whole mouth was super dark red. They blamed it on stress but once I got that horrible leash off they were using around his neck, his eyes went back to white. They were strangling him with that leash. He came home and drank 2 bowls of water. They didn't let him drink any water there. What's wrong with you Petsmart and Banfield?!

DO BETTER PETSMART and train your groomers and hold them accountable for their actions. And for crying out loud get a store manager that has some customer service experience and cares about your customers and their dogs. Afterall you are a pet store and we have choices to shop...

I was so disappointed about this entire experience and I would never bring my pets back nor recommend this place to anyone. When I had called to make the day camp reservation there was no mention of food-how/when it was administered, etc. So, I called back a few days before the reservation and specifically asked if I should send my dog with food and asked how that all worked. The Pet Smart employee distinctly said that I did NOT need to send her with food and that they would supply the meals for my dog during her visit. She said that I COULD send food in the event that my dog had allergies or was very picky, but that otherwise they would feed her and that I should not worry. She even specifically mentioned that the brand of food would be Royal Canine.

Fast forward to the reservation day...I dropped my dog off in the morning and the employee did not mention anything further about food or feeding during her impending stay. She simply instructed me to complete the intake forms, confirmed my pick up time and then I left my dog and went on my way.

When I picked up my dog 9 hours later, I asked the employee how things went. Specifically, I asked if she went potty and if she ate. The employee said that she did not go potty AT ALL, ALL DAY, and further, that THEY DIDN'T FEED HER ALL DAY. That's right, my dog was neglected and not fed during her stay at a place that I thought was going to take care of her while I was out of town. I expressed my shock and discontent with this to the employee and she said that I failed to leave any food for my dog. I explained what I had been told when I made the reservation and that the employee at check in didnt even say anything further about it, yet this employee acted completely apathetic to the fact that my dog didnt eat for 9 hours. I am so disgusted and appalled that Pet Smart, a huge retail chain clearly doesnt maintain the values needed to run a dog hotel. What if I had left her for multiple days? I didnt even get a phone call. If the employees realized that my dog had no food, and knew that they werent going to supply any, WHY DIDNT SOMEONE CALL ME? I would have had my emergency contact drive over and leave some food or I would have even authorized a purchase in the store, as long as she would be able to eat.

When we got home, my dog was visibly distraught. She ate about 3 portions of food and was clearly starving.

How is...