PetSmart — Local services in Huntington Beach

Have brought both of our dogs here at the pet hotel many times with no issues but this last time has been an absolute nightmare.. I don’t even know where to begin but please read this to hopefully save your dog from fleas, malnutrition and dehydration…

we dropped them off with 2 1/2 bags of food and they called us THE DAY after we dropped them off and said they are out of food if want them to give them their food… we thought that was a little weird because we dropped them off literally the day before.. but we said sure and didn’t think much of it til the next day after that, a different person calls us and says the same thing.. we were like yeah we know.. someone called us yesterday.. so I’m like did they even feed him and why/ how did they go through 2 1/2 bags of food in 1 day… and why is no one communicating or anything.. well, the nightmare doesn’t start there…

We pick them up 6 days later only to have them both infested with fleas and our 2 year old being so skinny all his bones were protruding… (photos attached) we of course too him immediately to the animal hospital where they gave him fluids and did blood testing on him (results I will post below) his levels were all out of wack from malnutrition and dehydration… we then 2 days later took him to a follow up from our primary vet who is familiar with him and saw him for a check up not even a month prior.. by his reaction and rage towards this pet hotel for not only having fleas, but having our dog look like this and not telling us and telling us everything was great and they ate great (CLEARLY NOT, look at him) we are devastated by even the thought of our babies being starved or mistreated. Please do not make the mistake we did and take your dogs here😣 we are still trying to get the fleas under control and taking him back for another follow up about his...

I'd give this Petsmart zero stars if I could for their grooming Salon.

My issue was what happened with their groomer trainee, the vet, and the salon supervisor and how they acted/things went down:

My dogs ear got clipped. The vet said the wound was fine, but that it had to be cauterized & to not let it get wet until it healed. Vet said a few days, sadly it took 3 weeks and it was a very rainy month. I had to also use my own supplies to help my dog out...Petsmart provided nothing nor a follow up appointment to make sure my dog's ear was healing okay.

In the end, I was told by Jessica (their Salon lead at that time) that my dog would get a free full bath & haircut Luxury service (what I had asked for initially) the next time I came in if I wanted to. Well, I didn't feel comfortable with them doing another haircut unless it was with Emma (she's great) but she wasn't available. So the next time I came in, I asked for just a free Luxury bath service instead...

Apparently, Jessica never wrote notes in her system about the fact that she had offered me a free service. She had refused to give me a free Luxury bath. Until I mentioned talking to someone else about the issue. She then changed her tone right away, and offered me a free bath. She was completely rude the entire time we spoke as well.

Worst service at this place, I definitely DON'T recommend it. I would go to the Petsmart on Goldenwest at the Seacliff Village. Much better customer service, and bathing/styling work done...

First and last time I will ever take my puppies here for the hotel. I had taken my pups here to stay for three days, since I was going on a trip. On the second day, they called, leaving a voicemail saying they would take my pups to the vet because they hadn't had a bowel movement, in the two days there.

In an environment they aren't familiar with, as well as being away from me, I assured them to wait out the day a little longer to see if any changes would happen before taking them. They denied this and continued to urge taking them to the vet—where not only would additional charges be given, but an overnight stay at a vet that my dog recently passed at due to an overdose on medication given at the hospital.

I told them my concerns, but they refused to comply because they didn't want to keep them in the hotel. I left my trip early to ensure I would make it in time for the pickup, and sure enough, when I arrived, one of the associates let me know they were eating normally and that they had gone to the restroom.

Not only did they not contact me about this, but had they waited—after taking them on a walk that same day—none of this would have occurred. The manager was incredibly unprofessional and wasn't even able to give an updated call after telling me that if we didn't pick up the pups by the timeframe, they would...