PetSmart — Attraction in Denver

I’ve been taking my dogs to PetSmart grooming since I got them 13 years ago and have never had an experience as awful as today. I normally go to the Glendale or Lakewood locations but this was the only store with availability (should have been a red flag) so I went ahead and took them to see Kelsey.

From start to finish, the staff was rude, unprofessional, and completely uninterested in customer service/satisfaction. As a side note plan to get there late since the groomer has to be the one to check you in and isn’t available until at or after your appointment time.

While doing the hands-on assessment, I was the first one to point out that one of my dogs’ tails was ratted up and needed shaved but not a severe matte by any means. This was about a half an inch section mind you this dog is 6 pounds so we’re not talking a large surface area.

She went ahead and took the dogs back then came up to have me sign the paperwork and mentioned two additional fees, the first being a $10 dematting fee and the other being a $10 fee because there was a previous note that my dog didn’t like his nails, clipped or glands expressed which is a behavioral fee.

I clarified asking if I would still be charged the matte fee if she was able to just shave the tail and Kelsey confirmed it would be charged regardless.

When I went to pick up my dogs, I had walked back to the salon first where she was still working on one of them. By the time I had walked up front to pay the bill and back she told me that she couldn’t find a muzzle big enough for his face and even when somebody else tried to hold him, she wasn’t able to clip any of his nails, but I was still charged the $10 behavioral fee.

I went ahead and paid these additional fees because I wasn’t trying to ask for a refund or discount. I did, however, asked to talk to a manager. At that time, a younger gentleman with longer hair came up to me where I expressed that I felt like they were adding these additional charges when I didn’t even get those services. He stated that anything over 15 minutes for a matte is required charge and even if one person has to help hold the dog they charge you the extra $10.

To me this math is not mathing…there is no way a 1 inch mat on my dog’s tail, that was shaved, took more than 30 minutes to clear off considering she was finished with both of my dogs in two hours. And nobody was holding my dog for her more than five minutes while I paid the bill so they are making $10 every five minutes?

We will not be back and I suggest Looking to get their dog room save yourself an extra bogus charge and just go to a different location.

Also don’t forget there is a satisfaction guarantee that PetSmart provides and I am...

Had a scheduled grooming which I shared my dog is a rescue and skiddish around other dogs. They told me it’s fine, booked first thing in the morning to avoid the rush. Got there-the manager was vaping outside and talking with other staff. He did let another man in early to drop off his dip before the store opened (an option never shared with me) and I waited until opening. I walked in and asked if I could grab a muzzle bc of my dog being weird around men. The manager said they cannot take me dog to grooming with a muzzle. Okay cool. Got to grooming, and was not greeted by staff. Okay. I told them I had an appointment and they confirmed all of my details. Next I will explain to them as I did over the phone that my dog is a rescue and very uneasy around other dogs and men. During this time there was a male staff member and grooming, walking freely around totally disregarding my statement. Also they let me know that it would be OK for my dog is they do not keep the grooming dogs together and they would always be separated and that I had a female worker next my dog was having a hard time getting comfortable because of the no two men that were walking around in the very confined office space as well as the female attendant, trying to put a harness over her head . I inform them that once she gets comfortable it’ll be fine. We’ve been going to Petsmart for grooming’s ever since we got her three years ago it just takes time. The mail manager at this point is shaking his head continuously no to his staff not to help and to deny service at the same time the woman attendant is still trying to put the harness over my dog to take her back. There were other dogs outside of the office face with which caused my dog to have anxiety into bark. Once I let them know that she’s extremely treat motivated and to possibly give her tree to settle her down, and they refused just one treat. I’ve never had this experience they’ve always been willing to give her a treat to help her. Stay calm. After about three minutes I’m trying to harness her. We concluded that she was not comfortable and that I would not get the grooming. This I was fine with however when I wasn’t OK with what is the lack of support and trying with my rescue. I asked for the male manager when I was ringing up so that I can bring it to his attention and instead of apologizing, you know, letting me know that it was I was a priority as a customer he went back-and-forth with me loudly in the line and held up the line as well as staff. I will never shop here again. Also Joy was the name of the groomer who was very rude and ignoring me completely. There was another women who at least...

Do not take your dogs to this store... I made an appointment for 2 shitzu dogs and one of them simply had 2 areas sheared, under the neck and on his leg..., and they changed the appointment so that we could deshed him... Now They should only shave 2 areas and send him home without asking for authorization, which according to them they did ask for, but now the manager tells me to excuse her because they didn't know how to express themselves well, which I don't think she thinks that It's the right thing to do, but she protects her employee instead of acknowledging that he shouldn't have acted that way and at least apologizing... In short, he told me that today he was full of knots and that they should shave him completely because they couldn't bathe and comb his hair. I told her no thanks. I think she did this just to reaffirm that his employee acted well. I changed the appointment to the Arvada store and they already bathed him and combed his hair. Wow!! I don't think it's anything different in Arvada, it's just that they are professionals and understand their job. If you don't want to fight, don't accept appointments. I don't think any dog ​​is perfect before we send them. I bought the special brushes for knots before and I knew that today the dog was fine and she assured me that NO... as I said before, just to justify the laziness and poor work of her employee... I will not fail to mention that the other dog Yes, they bathe him... but he has been there since 2:30 pm. It was ready at 6 pm and they delivered it very hummed, when according to the cost of the package it includes several things including drying it well ($70). We all know that if you leave a dog's hair wet it gets tangled faster... which, logically, they don't care, they just get paid. I DO NOT RECOMMEND...