Pet Food Express — Local services in Beverly Hills

This store and their staff is great. Smiling, helpful, and knowledgable. There is a pet adoption company (Amanda's Foundation?) that operates out of here. There is a lady named Tracy that judged me and my family by our appearance and started creating excuses out of thin air as to why we couldnt adopt a kitten we were there for (We were there FIRST. Its supposed to be first come, first served. She was late too). They let this kitten out with 3 others when they finally got there. As soon as we started to express interest in one, Tracy started saying that one might already be adopted. Not sure where that leaves us but THEN, proceeds to tell me that this particular one (out of 3 in the same litter) HAS to go to a home with another cat there already (after asking us if we had other cats at home to which we said, no). Doesnt end there. Then tells us that the other 2 kittens in the same litter DONT need go to a home with other cats. So much nonsense coming out of her mouth that she couldnt even keep track of what her "policies" were. I confronted her and let her know that I didnt appreciate the treatment and she started yelling at me about policies and then tried to kick me out of the store that wasnt hers. I was checking out my items when she was doing this so obviously I stayed there and waved bye to her as she was fuming. Needless to say, if you need food and treats, this place is really cool. All kinds of local fresh brands you wont find anywhere else at great prices. If you are going to try and adopt a pet, I would make sure you dont have to do it when Tracy is there (at least). She thinks she is much more important than she is. We ultimately drove out to PetSmart in Santa Clarita and got another cute little fur baby in a matter of an hour. The poor kittens under her "care" lost out on a lovely home. We paid 100 bucks instead of the 300 she wanted at the end too. I would keep her shady practices out of Pet Food Express if I were the owner. Pretty sure she is racist and a...

Update! Seems they have new staff, much more pleasant.

UPDATE! Sad to this place has gone down hill. They were ALWAYS overpriced, but it is very close by and they have a cat rescue but that only so goes far. There are two Petco's within 10 minute and a Centinela Feed like 2 minutes away. Do yoursef a favor and go anywhere else. They "claim" they price match...like everywhere else actually do. I was there almomst 20 minutes while they called the store to verify.They try to get out of price matching but asking the store if the price is available at the store or if they price match their own online prices. The first store for some reasons said no tot eh second requierment of Pet Food Express and their price matching strictest plicy. I told them I had just been there and called another location, put it on speaker and the store said as long as I was a rewards member they would match online price...BUT then all of suddent Pet Food Express changed their policy and the female associate who cliaed not to know what the Petco Rewards Club was seemed to have written its bylaws because she claimed that they could not honor because it could have been a special of the rewards membership. I had explained that it was like a Ralphs reward and pretty much everyone is a member, you don't pay to be a member. In all I was there almost 20 minutes and will not be going back. The other petfood places are close by, not rude, honor price match, and respect customer's time. I love this place, there's even a gated dog play area. They have the cutest clothes, the highest quality natural pet foods and even a doggy bakery. They have a great return policy. They have a dog bathing area, with great shampoos it leaves your dogs coat so soft. The staff is super friendly and helpful...oh and they have...

Horrible Experience at Pet Food Express

I’ve been a loyal customer of Pet Food Express for over a decade, regularly using their express wash baths for my dogs. Today, on Black Friday, I visited at 10 a.m., and the experience was beyond disappointing.

First, I asked an employee to help me find Sulfodene shampoo. The cashier had no idea what it was, forcing me to explain. Despite my efforts, the store didn’t carry it. Frustrating, but I moved on and purchased a token for the express wash.

When I started using the wash, it became clear after several minutes that none of the shampoo options were dispensing soap. I notified the same cashier who had earlier failed to assist with the shampoo. She fiddled with the nozzles, claimed, “There, it’s working now,” and walked away. However, it clearly wasn’t working—there were no suds.

When I pointed this out, she insisted, “What you’re seeing is soap,” and dismissed my concern. Gaslighting customers is unacceptable.

After another two minutes of disbelief, I approached the cashier again, explaining, “I’ve been coming here for 10 years, and this isn’t how it’s supposed to work.” Another employee chimed in, saying, “I’ve been here for 8 years, and it’s supposed to be that way,” in reference to the complete lack of suds.

What is going on here? Three times I brought up the issue, and three times Pet Food Express employees blatantly dismissed and gaslit me. This is not the service I’ve come to expect after a...