PetSmart — Local services in Dunwoody

Every single associate or manager we talked to was incredibly helpful, upbeat, clearly happy to help and be there. We felt so welcome. On top of that, amazing selection of specifically reptile, aquarium, and terrarium options and accessories available. Incredibly clean store, friendly atmosphere, to the point where an associate jogged instead of walking to find us what we were looking for as quickly as possible! Such an amazing experience. Truly have bever been treated with such respect and genuine kindness in any store (let alone pet stores). Never, EVER shopping anywhere else, online or otherwise! EDIT: I guess it was just a once-in-a-blue-moon good day when I visited and wrote this review originally. Have been back a good amount more, and probably won’t continue that trend. Unfortunately the bubbly, happy attitudes and atmosphere disappeared after that day. Can rarely find help without wandering the entire store first, and kinda get snapped at when asking questions about the product I wanted to buy: “Why would i know that? I just work here”. it sucks to be honest, do you not include product knowledge in your employee training? Is it not a requirement of the job to know what you’re selling? Oof. Then the products: reptiles clearly are the last section cared for, checked, or faced. My 4yo Goliath Bearded Dragon needs a well balanced diet of live and non-live options. The entirety of the live food is always dead. Im lucky to find a single live mealworm pack out of dozens and dozens of packs of hardened, blackened, ROTTING mealworms. They continue to say it isn’t their fault, it HAS to be the people they get the order from. When asked how often they check the live products, i was told bold faced “Why would we?” Interesting comments to hear from people whose ENTIRE JOB is to ensure the health and comfort of animals through quality care products and options. The fridges never seem to be filled with anything viable for a reptile bigger than a few inches. Specifically asked when their order day was so i could get in when they’d actually have products; it was MONTHS before they got in any kind of food options for reptiles. Its depressing, the rapid and sharp downhill dive this store took as a whole. The live products are dead and dying, the reptile and fish section is a tooooootal mess, the store associates are unhappy/unhelpful, the managers all collectively have a “whatever i guess” attitude. What...

Do not schedule a stay here for your dog if you have something to do. I scheduled a 1 week stay for my dog and planned the check-in to be on my way to the airport. The reservation was made 1 week in advance of Check-in. When I got there I was informed by both the manager and the front desk clerk that sometimes the reservations team doesn’t actually put the reservation in and that my reservation in deed was not there. Not that it would’ve helped much, but there was absolutely no sense remorse for the immense inconvenience this had caused me. In fact, Candance the manager, literally shrugged her shoulders and said “it is what it is”. No one offered an apology but instead continued to say that the reservations team just simply doesn’t put the reservations in sometimes and offered no solution. How is someone supposed to know that the reservations team doesn’t in fact, make reservations?! I mean, I felt like I was in the twilight zone, it was bizarre and their approach to the situation was so incredibly dismissive. I wanted to cry because I was headed to the airport and had no where to leave my baby. I’ve never experienced such poor customer service in this sort of situation, my mind is still blown. I had to pay a fee to push my flight back a day and scramble to find somewhere for her to stay. Eventually I did, but because of the short notice and availability the cost of her stay was double what it would’ve been. In all I ended up coming out of pocket almost $400 because of their incompetence. It’s also worth noting that this would've been my dogs 3rd stay there and there were issues with her booking the first 2 times as well. I can’t understand why a company as big as Petsmart would so complacent with having such a major flaw in their booking system and offering such poor customer service to their clients. Up until today I’ve used this petsmart as my vet, for boarding and to purchase any and all of my dogs needs. Moving forward I will take my business else where. I gave the banfield there the only physical copy of my dogs vax records and they lost them before they could put them in the system. Not sure if it’s all Petsmarts or just this one, but they are incredibly unorganized and comfortable doing bad business at the LITERAL expense of their clients. Upset and disappointed us an...

Absolutely the worst experience EVER with any PetSmart location that I have been to. Store manager Tasha needs to take leadership and customer focused classes. Her demeaning, condescending and nasty attitude is not becoming of anyone in a leadership role. I came into the store to pick up some food for my dog. This particular food requires a prescription. The lady at the register was obviously new and had some visible signs of trouble maneuvering the system, which wasn’t an issue. Tasha (I refuse to call her a manager) noticed the employee was struggling and came to assist. She mentioned that the food requires a prescription in which I responded by saying yes, the prescription is on file at bandfield (literally 10 steps from the register) she said “well your gonna need it” I said okay, let me look for it in my email. I pulled up the prescription immediately and showed it to Tasha in which she replied in a nasty tone “that’s not what you need, they should’ve given you a card”. I told her ok, well does the actual prescription from the vet not work in which she said “sir I’m trying to help you here, I’ve got a new employee who doesn’t speak good English and you didn’t hear what I said”. At this point her tone, body language and attitude completely turned me off. I asked her who was the store manager and she said “I am”, I proceeded to give her some advice on how she should respond to customers by saying as a leader that isn’t a positive way of speaking to your customers and neither is it ok to use a persons lack of the English language as an excuse and furthermore that wasn’t something that she needed to say in front of the employee or to the customer. She said and I quote, “you know what at this point it doesn’t even matter”. I asked for her district managers name, number or email and she said I’ll give you the number to corporate and you can get that information from them. She rang up my item and wrote the number on a piece of paper and walked away. Obviously there is little to no training given to store managers in how to interact or conduct themselves while dealing with the general public. I’ve been to this location multiple times and have never had an issue until today. Needless to say, I will not be returning to this location as long as she is...