PetSmart — Local services in Dallas

After being a loyal client for years, I never expected such poor treatment, especially for something as simple as a grooming appointment for my dog.

I had a grooming appointment scheduled for 7:00 AM today with groomer Kenzie B. Unfortunately, due to heavy traffic, I arrived at the salon at 7:13 AM, only 13 minutes after the scheduled time. I waited outside for a few minutes for the doors to open, and by the time I entered, it was 7:17 AM. However, when I arrived, I was informed that Kenzie had canceled the appointment because I was late, despite the fact that I was only two minutes beyond the 15-minute grace period you advertise.

When I asked for an explanation, the associate confirmed the salon's policy but was unwilling to accommodate such a small delay. I requested to speak with the manager, and the young man in charge simply reiterated that the salon had strict rules and policies but did not offer any resolution or attempt to address the situation in a way that could work for both parties.

I then asked to speak directly with Kenzie, who came out with a dismissive attitude and refused to groom my dog, citing that one of the groomers had called in sick and there was no availability. However, we had a scheduled appointment, and I found her response both unprofessional and unhelpful. Given the circumstances, I chose to walk away rather than leave my dog in her care, as the situation and the escalation of attitudes made me uncomfortable.

As a long-time client, this experience was incredibly upsetting. Not only was I treated with disregard by Kenzie, but the manager's lack of involvement in trying to resolve the situation or even offer an alternative solution was equally disappointing. His passive stance allowed the situation to escalate unnecessarily.

I want to make it clear that, unless Maria returns to your salon, I will not be returning. She has always been professional and accommodating, which is why I’ve trusted your salon for so long. I strongly feel that the level of customer service I received today was unacceptable, and I hope you will take this feedback seriously to ensure that other loyal clients are not treated...

Let me begin by saying that from the very first, I indicated to both the store and our trainer that my dog is a biter. I took my dog to this store to improve his behavior and tolerance of strangers, particularly strangers who do not heed my incessant “This dog will bite you” announcements and touch my dog without my consent. My dog was provoked into biting our trainer, who was attempting to force him into laying down. He bit just hard enough to draw blood, and she left to find a band-aid. Evidently, the manager who gave her the bandage filed a report with the city of Dallas bite desk stating that my dog had bitten the trainer without provocation. This made our next three weeks very stressful, as animal control is swamped and unable to communicate either internally or externally. I had to explain to three different armed animal control officers, who showed up to my apartment with little to no notice, that, in fact, my dog is not an aggressive or violent animal but rather that he was provoked by unwelcome and strange touching. Luckily I was not fined, and did not have to surrender my animal to the City for a quarantine, which I would have done because I simply can’t afford to board him for the prescribed quarantine of ten days. Frankly, this is the worst possible way that Petsmart could have handled this bite. They did not ever make it clear that dogs with a history of provoked bites are not to participate in introductory training, and neither the trainer nor I were informed that any report had been made until after the fact. Additionally, according to the trainer, who by her own admission had known the danger of the situation she was in, claimed that no manager had asked her what had caused the bite before this report was made. Management should be embarassed, trainer was...

The only thing that even saved this review from a 1 star was the sweet young lady working the checkout. I walked out of this location on 01/29 wanting to cry over the treatment of one of the employees. I was working and ran in here right before closing just in time to get some crickets and get out before they closed. The man working in the aquatics/reptile area would not even acknowledge me, so I asked the sweet young lady to help me with the crickets. She sent over the intercom for help and this man looked at me like I was a complete nuisance. Originally told me he wouldn’t because the store was closed, but it wasn’t and other people were shopping. Wouldn’t speak to me or look at me, it was extremely uncomfortable. Rude is one thing, but I asked him for 20 crickets. When I got to the nice young lady at the checkout, she asked how many crickets I had because he had not written on the bag. I told her I asked for 20. He starts yelling to the lady that there are “32” crickets in the bag. What??? I left the store with MAYBE 15 crickets and paid for “32” because of a rude employee. I understand it was annoying to run in right before closing, so I was already being very apologetic, but I still walked out of the doors a minute before closing and would have been quicker without this behavior. I will not be back to this location. It’s a bummer because I often work in this area and PetSmart has always been my go to. Thank you to the kind young lady at the register, without her I would have given this store 0...