PetSmart — Local services in Maple Grove

PetSmart Maple Grove- I give them 2 stars instead of 1 because the store should not take the fall for the grooming department. The store on the retail side is pricey but has quality items. Always clean, organized and staff a pleasure to work with. The problem is they’re connected to the grooming department. Now to be specific there groomers seem nice and care about the dogs they handle. I also have taken my dogs there for over 4 years. I have been a solid loyal customer and due to my recent illness had minimal issues. I had struggled the past month with 2 appointments but it was my first time missing. I arrive today and instead of being greeted or leaving with excitement to see my dogs groomed I left frustrated and disappointed. Upon arriving the “ New Manager or Sheriff in town” made it her priority to greet me with a warning that she is now charging for any extra time they have to brush the dogs, and I said ok, they never charged that before or state that online and we’re already paying 100.00 per small dog but so be it. She thanked me rudely stated that her employees need paid for their work and not there for free. I made it clear my family pays there way and that our intentions were not to keep them working longer than they should. It’s the way she demanded it and not kindly informing us. Next she followed up with a change of policy with my family and stated we are banned from the website. She rudely explained because I missed two appointments for to my illness and keep in mind never happened over 4 years we have to call in for appointment and it has to be accepted same day or they will not allow our dogs back. We are not special so if this new manager is causing problems day 1 I’m sure many other families will be leaving as well. Ok usually support my community and give solid reviews but PetSmart Grooming has been corporate structured, customers are dollar signs and we work for them now evidently. I remeber a couple of years ago it took 2 weeks to get in, sometimes 3 , I wondered why this time around there was plenty of next day openings, and now I know why. Customer base is leaving. So congrats to the new manager and her promotion, I’m sure her customer first mentality got her there but my 3 are finding a new home. I may not be a loss or my 1000 a year at hotel but enough small families like me will add up. Final thought, I advise you all to find a local groomer who treats their dogs and their customers like family. Life is to short to deal with arrogance. Thank you retail side though as you all have been great over the years and should not have to answer to a...

We recently took our dogs to the pet hotel for the first time for an out of town trip which we were hesitant to do in the first place but we couldn't find any family/friends available when we needed them. We chose to go with Petsmart as they were running a book 3 nights, get 1 free special at that ended on the first date of our reservation. When I called to confirm the reservation I asked if that deal would be honored since it ended on the first day of our reservation and the call center said that they weren't sure, but even if it wasn't first time customers get a free nights stay so it would've been the same price with either of the discounts. The call center also specifically made a note in the comments on the reservation about the specials. On checkout day we go to pay and the total is more than we were expecting and the store employee has no idea about either of the specials telling me that I need to check my emails for a coupon, but I had never been sent a coupon. The employee said there is nothing they can do despite my noting with the call center about both discounts. After paying and leaving, I call customer service and they are more than willing to connect me to the store to discuss the matter and work on getting me a refund for the missed discounts. Customer service connects me with the store pet hotel and the employee tells me that the store manager only honors discounts if you have a physical coupon or bar code and are able to show in person what you have. They kept repeating how unfortunate it is that I know about the discounts but that they can't do anything about the total. They are even specific to mention that they only honor the specials with a physical coupon/barcode because it can add up in cost to them if they honor it without it. That comment didn't help the situation as our bill was around $100 more than we were expecting to pay which we were hesitant to pay the cost with the discounts anyways. The store employee said she wasn't able to help me but that the store manager would call me the next day. I never received a phone call and have had no solution. A very disappointing interaction for a first time customer already hesitant to...

The store is poorly organized to indicate sale items and their systems don’t work well, and the employees will make you feel like it’s your fault. I was checking out with a litter box that was marked on clearance and a certificate from the grooming salon. I had a coupon to use for the grooming. When I approached check out, the cashier greeted me and immediately asked for my phone number, which I provided. As she was checking through my two items she said I had points and asked if I wanted to use them, and I said yes. I then informed her I had a coupon and provided it on my phone. Her response was irritated that she had already marked the transaction ready for payment and had to start over, and then started mumbling that her system froze and she called for back up. She tried scanning the coupon and then mumbled she would need to see the coupon, so I handed her my phone. Then she had to call a manager. The manager helped her process the coupon, and I noticed the other item I purchased wasn’t showing the clearance price on the screen. She asked me what the clearance price was twice, in a very annoyed tone. She gave me the price, and then the manager came back with the same litter box in a different color and said “this is the litter box on clearance. The tan color. You got the green color, it’s not on clearance.” I said “okay, they are all in the same stack.” The supervisor said she knew, I went to take the tan one saying I didn’t care what color it was, and she pushed me to take the green one because I paid for it. The employees did everything I hoped for, honoring the coupon and the clearance price, but their poor customer service and annoyed attitudes throughout were disappointing. The issues they experienced are not my fault, but rather their systems not working properly and their store not being organized clearly, but I was made to feel that I was...