PetSmart — Local services in Florence

I used to love PetSmart. In fact I still do love the salon. Courtney and Carly in the grooming salon is amazing. I love them and they always do such a good job. What I don’t like is the new store manager! I’ve been a long time customer and I spend $1,000s a year, and I mean thousands! I have 2 breeds that require a lot of grooming, plus we buy all our pet treats and toys from here, as well as their flea and tick medications and heart worm protection. However, since the store lost their previous store manager, I had to call and the person on the phone I assumed couldn’t be the store manager because of course a store manager should know policy and pricing. She did not, so I asked to speak with the manager. This offended her to a whole new level and she was already so aggressive and abrasive that I didn’t imagine it could get any worse. It did. So, comes time for my salon visit, she makes Courtney force me to sign additional paperwork to agree on the price, after I agreed over the phone to pay it and had signed the documents online. I was so embarrassed. She had people talking about me and she had been back there running her mouth about me to the salon employees and I no longer feel welcome in the store or the salon. All over the $5 demand fee that was added for the Thanksgiving week. The other customers was staring at me, bc no one else was having to sign additional papers and it was so embarrassing. If it was not for my dogs already being on the pet food, medication, and the trust I’ve built between the groomers, I would not come back. Stop treating the store managers so poorly and maybe the won’t leave because this new store manager I’m sure is gonna cause customers and employees to rethink their relationship with PetSmart. I even give the store a 0 internal review and expected to get a phone call and an apology from her saying something like “I’m new, I’m sorry”, but still it’s been over a week now and nothing. She does not care about Pet Parents in my opinion bc she did not care about me. She used her position to embarrass me in front of the employees and the other customers, for no reason. All she had to say was we are charging this fee and I said fine. I don’t think it’s fair since I have a mini and pay full price for a standard so it’s already way more expensive bc PetSmart doesn’t size her breed yet bc it’s still a newer breed but I digress. She could have been understanding and polite but she was rude, condescending, and made me feel like she knows nothing about Pets. I seriously won’t shop in store bc I don’t want to see her. Her attitude is so poor, that I’m not risking it bc I feel like her attack on me is personal. I have never been so embarrassed. Forced to initial papers that I know I wasn’t supposed to have to initial bc when I went to sign them, I was told, you don’t have to sign the bottom. I know I didn’t and I know I didn’t have to initial either bc I had been checked in online and I had signed my papers electronically. I could tell the employees were just as embarrassed as I was bc it was so extra. And I’m extra so I know when someone is...

Great customer service! My daughter won a gold fish at the fair this year so we went in to get a fish tank set up. I obviously had no clue where to start with a fish so I asked one of the workers to assist me in picking out a “starter pack” to ensure we were getting the right things for our new pet! They were quick to come out and met me in the fish area! The lady walked me around showing and explaining every option we had on the type of tanks and what we needed for our specific gold fish. She was very informative about what fish I could and couldn’t put with our gold fish and what chemicals we needed to make sure our tank was ready to put our fish in. She also gave me a packet of how to set the tank up and a little info on our fish. She answered all of my questions and was so sweet as I was panicking mom trying to make sure my daughter’s gold fish survived lol. When I walked out of the store I felt confident that we had everything we needed to give our new pet a great fish environment! Thank you...

It was my first time to get my dogs hair cut, and I was a few minutes late because of traffic. Got there and had to wait 10-15 minutes before a staff member even greeted me, when someone finally arrived they were very rude and told me if I was going to be over 15 minutes late that I should have called. But it was their fault for not being in the salon to check me in! On top of that, I had to remind the guy that my dog was getting a haircut and the person was NOT helpful at giving any kind of insight of how long or short to cut my baby’s hair, so I guessed about a 7 blade. Got my dog back later and it was WAY too short. It looked like they used the shortest blade they had. It was awful!He is part corgi and he is nearly bald now. Can you imagine a bald corgi??? He was suppose to get a bath too and I can not tell/smell at all any difference if he got a bath or not. I will NEVER set foot there again. If you can’t be nice to the customer then I doubt you can be...