PetSmart — Local services in Des Moines

INCREDIBLY RUDE AND UNTRUTHFUL personnel in the grooming salon at this location- we will be driving all the way across town just because of this (I have nothing but good things to say about the Clive store and grooming salon). We've taken our dog to PetSmart dozens of times for walk in visits, but recently moved and are closer to this location now. Both attempts to take him in here have resulted in nothing happening due to the young lady there saying there's nothing she could do (there was NOBODY in line or in the salon at the time). She looked up his information from his visits to the Clive location and found his records, but said his vaccination records were not up to date. Funny enough, our next attempt we just drove to Clive and brought the records just in case, but they said the ones on file were up to date.

Decided to give this location another shot, but tonight the same young lady was there and said that she couldn't look up any information because their computers are not linked and there was nothing she could do for me. It seemed to me that again they just didn't want to do what I requested (also, NOBODY in line or in the salon). I was just frustrated and decided to walk out to the front. I got the cashiers to have the manager come to me, and he informed me that they actually could look the information up (just like I remembered them doing before), but they just prefer to not have walk-ins after 6:30 pm. I expressed to him that I would have much rather been told the truth than be lied to. He didn't say much after that. I think that a proper manager who would have discovered a customer who was just lied to would go above and beyond to correct the situation. If the young lady had told me they were getting ready to close up in 30 minutes, or just been honest and told me she didn't want to actually do her job, I would have been much happier. Now I know that I will NEVER be going back to that location, and I especially don't want someone that dishonest and unwilling to work to be touching my dog.

I thoroughly enjoy the passion and attention that my dog gets from PetSmart at the Clive location, and even though I live only a couple of minutes away from the Des Moines one, we will be spending extra time, gas, and giving our business and generous tips to the personnel over there.....probably a reason why the Clive location is jam packed with customers in the salon every time.

To conclude, I think that PetSmart is a great company and I will continue to do business with them, but I am absolutely infuriated that I wasted my time and was lied to by employees at the SE 14th location, and will not be...

This review solely is about the grooming department. Before yesterday our service has been ok, but their scheduling is disorganized. We had one time where a groomer was moving and we went back and fourth about 4 times because one groomer would say we had an appointment and the other didn’t.

This time unfortunately will be out last time here. First off, they called at 4pm the previous day to confirm the appointment. I have to work until 5 and 10 minutes before they close at 5, no one answers the phone. So we go in. I wanted to confirm our dog was scheduled for a full bath. The groomer then told me we didn’t have an appointment. I told her but we got a confirmation call yesterday. She finally finds it but then starts to panic because they only have so many kennels and she thought it was more than what they could handle. Another groomer finally comes over to help the clearly new groomer, says it’s fine. Later on they call to say oue dog is done. Great! We head over, they are still doing his nails... then I asked one of the groomers how his anal glands (which is part of the full bath). The groomer then says “I don’t know how to do that”. I then thought, so you were just not going to do it???? While she’s finishes his nails, I go pay. I noticed that I had a rescheduled appointment already which I didn’t ask for, nor did they ask if date and time worked for me. Come back and they are doing my dogs anal glands... I was livid. After working in a Vet clinic for 8 years, NONE of the groomers had gloves on NOR did they use any lube. This is already a somewhat painful experience for dogs and this just sent me over the edge. Anyway we get home and I’m trying to cool down and I looked at my dogs nails, they BARELY even grinded them! They haven’t looked at this before and I’m just done. Bad service by a new groomer but also she didn’t seem to get much help from the other groomers nor did they review her work. So I’m here to tell you don’t go to the petsmart grooming by south ridge mall in Iowa. The store is clean but...

UNORGANIZED AND UNPROFESSIONAL!!!

My 95 yr old mother's Shih Tzu has been groomed here for years with the same groomer. I drive 30 miles to take her to her appointments on a Sunday every 2 months.

Today she had an 8am appointment and when I arrived the store was locked. I rang the bell a few times but no one came to the door. Came back at 8:30 and the door was unlocked with 2 other people waiting to drop off their dogs. One of them had a 9am appt. The one person working there said that the groomers didn't come in until 9:30am.

I had to leave to take my mom to church and came back at 9:28am. I walked into the groomer's area and there were 3 people waiting. One person was still there waiting from 8:30am. At 9:29am, two groomers walked in and started checking in dogs. The phone rang and they were put on hold and the groomer that answered the phone made the comment "They'll be waiting a while" and the other one giggled. The phone continued to ring and they didn't answer it right away.

They get to me and bring up my mom's record and proceed to tell me that the appointment was cancelled. I guess her groomer was promoted and "they attempted to call a couple of times and when no one answered, the appointment was cancelled because they were already over-booked with 2 of their groomers leaving.

Unbelievable!!!! That they would actually cancel an appointment without talking to someone to verify it's ok? I don't believe that they even left a message as my mom would've told me right away. Also, my phone number is on the account as it is me that drops her off and me that they call for pick up. I never received a call or message.

There was another time that we had a 9am appointment in which no one showed up until 9:30am. There were about 4 people waiting at that time. I would not recommend that you take your dogs here...