Pet Story NY — Attraction in Fort Lee

We have been going to this place to have our dog (toy poodle) get full bath and grooming. We always drove all the way from Philly since we really liked the experience. It has been satisfactory until today. We had a full bath, which includes ear cleaning, nails, and anal glands, etc. However, today, we realized that his ear wax is all still there without completing the ear plucking. His bougars around the eyes were still there; the only ‘cleaning’ that was done was shampoo, which we completely overpaid for. So we called, and they told us our dog tried to BITE the bather. He is 5 yrs old, but we have never seen him bite anything or anyone, not even when he plays around. And suddenly, we were told that our dog may have ear infection (and they said his ears are free from infection literally 5 mins ago lol) and probably that’s why he tried to bite the bather. OK. Although we never saw him bite anything, he might have tried to bite them, but it really felt like that the bather was lying to avoid the situation and accusation. We called to let them know to take care of him better next time, but we started to get frustrated as they were really just trying to blame everything on the dog. Like we said, we’ve been coming here for multiple years and he never had ANY trouble with any bather/groomer; they even complimented our dog for being so gentle and calm. They may have skipped the ear as he was sensitive, but what about the eye cleaning? He still had quite amount of bougars around his eyes(crusty) meaning the cleaning was not properly done. The worst part is that they never told us about this situation until we found out. Like seriously? If such things really happened (which I highly doubt) they should have informed us that these happened so some parts of the cleaning were not able to be finished, instead of waiting and pretending as if everything was completely done. They never told us anything!!! Not until we called. IT IS VERY DISAPPOINTING. For those who are trying to get care from Petstory, please check your dog after the care and make sure if everything is done properly. Otherwise, your dog will be...

Disappointed and Concerned

I’ve been a regular client at Pet Story for quite some time, and initially, I was pleased with the grooming services provided. However, my recent experiences—particularly with the groomer Gray—have been deeply disappointing and concerning.

The first major issue occurred when my daughter’s dog was punctured during grooming. Not only was the dog injured (requiring stitches), but Gray failed to inform my daughter of the incident. Instead, he attempted to hide it and still proceeded to charge her as if nothing happened. This level of negligence is unacceptable and dangerous. Despite this serious breach of trust, I returned, believing in second chances and hoping for improvement.

Unfortunately, the service has only deteriorated. My dog was in the store for over four hours, and yet her grooming was poorly done—her face wasn’t trimmed, her paws weren’t cleaned, her nails weren’t cut, and her coat was visibly uneven, with long patches missed altogether. This level of work is not only subpar but disrespectful to loyal customers who are paying for a professional service.

To their credit, Diana was the one bright spot in this situation—professional, empathetic, and helpful. She did her best to mediate and escalate the issue appropriately. However, when I finally received a call from the manager, I was met with unprofessionalism and a clear lack of urgency or ownership. Two weeks ago, I was told a refund would be processed. I followed up several days later, and she claimed she was at home and unable to process it from her computer. It has now been over a week, and the refund still has not been issued. This is unacceptable and reflects very poorly on Pet Story’s management and accountability.

Additionally, I’m increasingly uncomfortable with how dogs are kept in the facility. It’s common for them to be crated for 4–5 hours, with no access to water or a space to relieve themselves. This is not just poor service—it borders on inhumane treatment.

It pains me to write this, but pet care requires trust, transparency, and professionalism. Sadly, Pet Story and the groomer Gray...

If I could give 1 million stars I would I wanted to write this review two weeks ago when my DOGGIE got her haircut but I got Lawson ation with some other issues so now I’m getting around to it and I have to do it because everyone must know how awesome This GROOMING salon is there no words I could describe on how awesome this place is.

So I used to cut my doggies own hair until I got diagnosed with Reynards syndrome and my hands are weak I took her to one groomer another groomer and it was all right you know her haircuts really simple she’s a morkie but I don’t follow the typical Yorky Maltese haircut I kind of have my own and it’s just a close shave nothing major but every groomer never listened literally no matter what I said until now especially because she requires a lot of water

she’s very hyperactive and gets most groomers like he has sure will give her water and then she end up drinking a 20 ounce water choking on it so when I came here oh my God not only did they listen to the haircut that I wanted they replicated the haircut I used to give her which was like oh my God I cannot tell you joy I had when I saw her because she looked exactly the way I wanted to look for years and I couldn’t find a groomer to do it because they cut her hand they didn’t shaver that’s easy every person complemented my dog

I’m talking from in the truck because she would put her paws on top of the window when we’re walking I’ve had cars even stop and say oh my God she’s so adorable I’ve had so many compliments and first time like I said since I cut her I never had other compliments by people other groomers this is the first grooming salon where I’ve had compliments besides of course that she’s cute and all this other stuff they complemented her besides her haircut...