First time I took my dog here and this is what happened. Left Nelson to be groomed by Jude R at 2:30PM, at 4:16PM I missed a call from them and got a voicemail saying that Nelson was at the Union Animal Hospital because they cut his paw while trying to groom him. I immediately try to call back upon hearing that and am not able to reach them, so I go there in person to find out what was going on and a young girl tells me she accidentally cut him underneath his paw while grooming him because he pulled his paw back but not to worry because he wasn't "bleeding profusely or anything" and that they took him to the vet as a precaution. They told us the manager (apparently her name is Grace) would be back with Nelson within half hour, we waited and while doing so I asked for a copy of the incident report or a written statement saying they'd cover the vet costs, some guy there immediately said no and that I could only get a copy of their incident report through their corporate and that they couldn't give me a written statement either, I asked why and he gave no explanation, just kept saying they wouldn't do it and giving me an attitude. The manager never called me directly, another half hour passed with no news. I only got news about Nelson at 6:40PM when the vet called me directly, then at 6:59PM PetSmart called me saying they have Nelson back and I can finally come pick him up. We got there within 10 minutes and there's only a receptionist waiting, the manager didn't bother to show up and tell us what happened at the vet or give any further explanations. I understand that accidents can happen and I am not mad at the girl who accidentally hurt Nelson, she was actually very polite and apologetic and seemed to understand my frustration. But the other guy who spoke with us with an attitude and the manager who never once contacted me directly nor bothered to wait for us were absolutely awful and enraged me, it's unbelievable how unprepared and unprofessional these people are. I'm never setting my foot at a PetSmart again and I will warn others not to come here either. Nelson has had a very rough day and he seems depressed and is very quiet since we got home, which is not like him at all.