PetSmart — Attraction in Town of Babylon

I went to petsmart today in farmingdale to pick up my dog’s medicine. Since I was already there I decided to double check on a reservation for the pet hotel I made for this Monday but to also make sure they had my dogs medications noted in their system. I dealt with a girl named Shannon who first of all didn’t know what she was doing. I told her about my reservation and about the medications and she had trouble typing the medications into the computer system. She says to me sorry I can’t spell. I said ok no big deal. Then she tells me wait we are booked for Monday. There are no rooms available. I said what? What’s going on? So then she decided to call her manager Alyssa. Once Shannon said the names of my dogs Alyssa says no don’t accept them. So then Shannon tells me her manager said that the last time my dogs were there they had trouble walking one. Then she says something about they also had trouble putting the lead around his neck. I said to her my dogs are 16 years old. How much trouble could they have been? So then she says I don’t know I’ll have the manager call you tomorrow to confirm if we will accept your dogs or not. I said what? Wait what’s going on? Are you going to reserve my dogs or not? I need to know now cause if you guys can’t I have to make other arrangements. She said I don’t know I’ll have the manager call you tomorrow. I asked if I could speak to Alyssa the manager right then and there as Shannon was on the phone with her and Shannon ignores me and says she’ll call you tomorrow. Which btw she never called me. Then Shannon proceeds to tell me that it’s noted in the computer system that they were trouble to take care of. Which I found out later by corporate that they lied and nothing of that sort was noted in the computer. The rep at corporate told me the note section was blank. But while I was talking to corporate the very sweet rep says oh funny they just typed in the note section not to accept your dogs. Are you serious? Also while they were boarded there the first time I called everyday and asked if my dogs were ok and if there are any problems and they told me no. No issues at all. And then they proceeded to tell me they used the bathroom, ate and we’re good. Also when I picked them up i spoke to you Alyssa (I note every customer rep I talk to when I call somewhere and when I speak to someone in person and sure enough Alyssa you were in my notes for the person I spoke to when I dropped off my dogs for their stay and when I picked them up.) and I asked you how were they? Were there any problems? And you said no they were fine. No problems at all. So now today you deny it was you that said that and you try to tell me, through Shannon, well I don’t know who told you that…IT WAS YOU ALYSSA THAT DID! Anyways corporate fixed my reservations but for a different petsmart and promised to “investigate” the situation. Either way just disgusting. When I brought them there for the first boarding you guys acted like you were so accommodating and friendly even offering to put up a sign on there kennel saying “senior dogs please handle with extra care” and now you’re complaining you couldn’t walk my dog? It was so difficult to walk him the couple of steps from his kennel to your concrete room? I told you he was 16 and has osteoarthritis. DO YOUR JOB! My husband, as they know, is a first responder (got the first responders discount) a New York City paramedic to be exact and do you know what happens when my husband doesn’t do his job? PEOPLE DIE!!! So Alyssa cry me a freakin river that you had trouble walking my 12 pound yorkie. Just do your job and if you’re so miserable at this job then get a new job cause clearly you are not a people person nor an...

I made my first boarding reservation with PetSmart Farmingdale, the reservation was for 2/16 into 2/17, I asked for the latest pick up time available, the reservation representative told me 8:45 PM would be the latest pick up time. When I went to PetSmart on 2/17 I arrived early at 8:00PM to find out the store location was closed. I called the reservation team where they confirmed my pick up time was 8:45 PM. The store closed at 7:00PM, last pick up was actually 6:45 PM. No one from the hotel attempted to contact me or the 3 numbers I listed for contact in regard to early closing. Instead a customer care representative offered me a $10 coupon.

I was unable to get in touch with anyone inside of the store. They explained that there are 24 hours of care for your pet and even when you call the number there is a menu option for speaking with someone to find out how your pet is, they don't disclose that after store hours that the night time "is not allowed" to answer the phone, which actually leads me to believe there is no one there because even corporate customer service tried to call, so I'm just curious in the wake of an emergency who can we contact?

All customer service was able to say was we're so sorry but there is nothing we can do. I explained to them that I live an hour away from this location and I chose it because of the area I was staying overnight in, so today I had to call out of work, stay another night and pick up my dog this morning. When speaking to the manager in regard to this she explained that this actually happens often and that they just roll over the next night without contacting the customer and the expectation they just pay the second night.

She also stated that because of the holiday weekend that it was impossible for anyone to notice the mistake of pick up time. Then the district manager I spoke with actually disclosed with me that there is only 1 person who stays overnight with all the dogs being boarded. I'm not sure how many rooms there are but the amenities of the hotel are - 2 15 minute walks and check in on your pet every hour for bathroom break. I'm not sure with just 1 person on staff that that can be...

If I could give this place zero stars I would. I used to work here and I can tell you this.....Don't board your pets here. This place is absolutely FILTHY!!! First off, there is a drainage issue which in turn has caused flies. They are EVERYWHERE and when I say that I mean it. I would battle " crowds" of flies at times and not only is it frustrating but it's also gross. I have found flies all over dogs, their food and even some in their water bowls and some of them are just downright miserable bc of it. Plenty of times I have seen crowds of flies sitting on the walls in pets rooms. Speaking of water, half the time dogs don't have CLEAN fresh water. If they have water there's barely an 8th in their bowls and was told by management " that's fine". Whenever I would address the water issue in some cases I was given an attitude bc people would just wanna get things done so they could leave. I would be made to feel as if I was a nuisance by constantly addressing the issue practically every time I was there. Why? Bc I cared that a hotel which claims to be " high standard" can't even make sure dogs have water, nonetheless clean water before they leave for the night. I feel bad for dogs who board in the suites. There is a ventilation issue and the rooms are pretty warm so water evaporates quickly. People leave for the night and I have come across dogs who are still in dirty rooms with dirty bedding. Speaking of rooms, some of these rooms don't even get cleaned properly bc you have associates who " just wanna go home already". I've been so beside myself at times that I even took pics of how nasty this place can be. I see these reviews on " been boarding my dog here for 5 years" or " Bailey loves it here" and I say to myself " if you only knew what I knew". Do your research. I wouldn't board my own dogs here and neither should you. Don't believe me? Ask to take a tour of the facility. I doubt they'll let...