PetSmart — Attraction in Redlands

LEX, manager at PetSmart on Stuart in Redlands, is one exceptional person! We called the store and we're so blessed to have LEX answer our phone call. We were in a panic that we couldn't get the cone on our 30 pound puppy when we got home after his neutering surgery that morning. He wasn't holding still for us to thread the plastic straps through the holes on this poorly designed "free" cone. So, after two or three stressful attempts and not wanting to upset him any further, we decided to buy another design that would be easier to quickly get on our puppy. When LEX answered the phone, she said bring our puppy to the store and she would help us put the cone on. They were closing in an hour, so we drove to the store with our puppy. LEX knew who we were and was actually right at the front of the store when we walked in! Now, who does this? That alone was impressive that she was right there and ready to help! She led us to the cone aisle and she quickly found the appropriate size and an easy on/off cone to use. She then called my puppy to her and calmly and quickly, once again, placed the cone around my puppy's neck. She made it look so effortless and easy!!! What two adults could not accomplish at home, LEX, was THEE Pet Whisperer!!! She explained being calm with our puppy makes a huge difference and how he picks up on our feelings. And we were nervous, scared and totally stressed out trying to figure out how to get this cone on him!!! Then LEX shared how her family worked with dogs for 50+ years! LEX continued to make sure we had a special new pet booklet of coupons and we were happy and cared for from our first steps in her store to our last steps out of her doors! LEX, we thank YOU for the best and most impressive care you gave us and our puppy, CocoRu, last Monday, January 6, 2025. You make PetSmart look and feel so good! And you deserve to be given a promotion and a raise for being a fine company representative for PetSmart. They hired the best when they hired you! And I am a firm believer in giving credit when credit is due, hence writing this very public review! We greatly appreciate your care and super...

Today my pet was refused to be groomed and very conveniently just stated if the pet is given medication to calm the pet, they refused to provide service.

The first time being refused because my pet was afraid of the shaving machine, I was told to go to see my vet. In which I did, and the vet provided medication to calm her down.

When making appointment, never mentioned that they can't provide service if given medication to calm the pet. But once arrived, they simply just said refused to provide service and just hide behind 'company policy'. They just said that on the first time refusal that we meant for you to bring to your vet for grooming. First of all they never said that and secondly, they should know that my pet was refused before, but they still take appointment, only to refused upon checking in.

No consideration for time and effort that the customer has done and follow what they told us.

Definitely will not use their service anymore, and whoever read this service, double check when you are making your appointment, you might be just being sent home without their consideration to your effort and your loyalty...

They did an excellent job we had 3 pups that are 4 1/2 mo old and needed a flea bath and nail trimming. It took a couple hrs since they was booked for the afternoon but they was very respectful and sweet kind gentle with our pups. They also told us how long the wait would be until the pups are ready and that they would call us. As such, a couple hours later they called us said the pups are ready for pick up and when we arrived to pick them up we was greeted very politically with smiles told the pups did very well and are well mannered for pups. We really like the way the pups turn out they are happy playful itch free pups and we do plan to come back not just for those 3 pups but also with our other dogs as well. The prices are good low and affordable and they do have different specials for the summer at low prices for all animals as well as decent prices for almost any of your furbabies needs/wants that's affordable throughout the store, they even have pup/dog training to help those that are new to being a pawparent. Thank you for the good experience and we do plan to return for more...