PetSmart — Local services in McKinney

Never again Will I trust their pet hotel. For over 13 years between the location in Hurst and this one (121 and Custer), we trusted them and up until the week of Thanksgiving 2024 they were great.

Picked up the Sunday after thanksgiving and both dog beds were ruined..one has been chewed up and shredded (all of our dogs are crate trained so this was a sign of boredom or distress from being locked in the kennel too long)!the other bed was placed in a plastic bag, as we unloaded the car at home and opened the bag we realized it was drenched in urine. When I called to see why their bed was sent home soaked in urine, I was told they were just too busy over the holiday weekend. (We picked up a day early) and this is what happened upon check out.

Months have gone by and memorial weekend was approaching so I figured I’d give them another chance as there were some businesses still struggling with staffing.

I had signed them up to share the large suite and to have play time together. They were there for 4 nights and our bill came to $913.00. Keep in mind we’ve been doing this for over 13 years.

I was a bit shocked for such a large bill but figured it averaged to about $76.00 per dog which if you look at it that way doesn’t seem unreasonable but I still have NEVER paid that much. So when I looked at the receipt I’d noticed there was a charge of around $14.95 a charge of over $500.00 with a quantity of 5 and another charge for over $800.00 with a quantity of 8. I wasn’t sure what any of that meant.

All of them had the same title/code kist different quantities so I called for clarification. Instead I got a very snarky rude comment from their manager Mackenzie, “Well I don’t know what to tell you. You have 3 dogs, divide the numbers up between them”. I said, well that’s why I’m calling because I can’t seem to figure out the math. (I would think the person that manages the place would be able to pull out info up in the system to go over this with me or even ask me to bring my receipt in so we could go over it together) but she was short and extremely rude.

Not done yet…I’d paid for 3 shampoos so that upon pick up the dogs would be clean. I received a call the morning of pick up that they would r be able to wash all 3 because they only had one dog Shampooer in staff. I said okay, that’s fine. They said they already have one of our dogs in there so they could wash him. (It happened to be our largest dog) so I agreed to have them just bathe him.

Upon pick up I was told he never was bathed and was in the back with our other 2 so then, as they start to bring the other 2 up front, we notice our largest dog getting walked over from the grooming room. (So he did get washed)?

Not done yet…Three days after check out I received a call from one of their groomers who called to tell me that when we checked out, we did not pay for the grooming service they performed on our dog and that we would need to come take care of the bill. I said, “Oh absolutely I can come pay you. I thought it was included in the final price of $913.00 that we paid”. She said, “No ma’am grooming is not part of the pet hotel”. (I knew that but I assumed that they would be able to ring it up with the final bill just as they would if I’d purcahsed food or toys from the retail part of the store, I’d assume there’s a barcode they could scan) but there wasn’t.

The young lady asked me if I could come the next day to pay. Of course I said yes. I ended up coming in about 3 days after the fact but I happily paid for services rendered.

The worst part of all of this though is the stress it put on my 6 .5 year old fur baby. For 2.5 days she was sick with bloody diarrhea and was lethargic wouldn’t eat and would only drink water if I brought it to her crate, she only left the crate to go out to potty. She’d never shows signs of distress like this in the last so I called to ask them if there were any incidents or something that scared her. They told me they’d look into it and have one of their 3 leads or managers call me back. I never received that call....

This isn’t for the store but for the dog trainer, Wendy, who was very unprofessional and difficult. I paid for training a month ago and was supposed to have my dog start today at 2pm. I showed up and was told by another employee to sit in the training area and wait for her. After 15 minutes, I received a missed called from the Petsmart store number, but no voicemail. I walked to the cashier area and told another employee that we had been waiting for the trainer. He told me he would go find her and for me to go back the trining area. About 7 minutes later, she walked over to me and the first thing she said was “I tried calling you 3 times this past week. I started full time Again and changed my class times”. I said, “oh I only have a missed call from today at 2:06pm and no voicemails or emails regarding the change”. She said that they didn’t email, even though I had received a confirmation email for the training class through email. I still didn’t have missed calls or voicemails from the other times she said that she called. She said “well I did, I have it in your file, I’ll go get it to show you”. I said that was fine but I still didn’t have any voicemails or emails regarding the change. I was annoyed because I had to change my schedule around to make Saturdays at 2pm work and we had been waiting around for a bit at this point. Instead of being more apologetic, she pushed me into getting a refund. She said “I don’t know what else you want me to say, I was only working 2 days a week before”. I was furloughed from my airline job and had already pre payed this class, so pulling that on me wasn’t very kind. She acted very “oh well, get over it” towards me and seemed annoyed that I was keeping her from leaving that day, also in front of my daughter. She also told the employee who helping me with my refund “thanks for dealing with that” in front of me, which sounded like she was happy to not “deal with me”. I wouldn’t trust her with my dog and will never recommend her as a trainer. She really needs to work on her...

My experiences at this store have been good for the most part, the staff on the sales floor always seem to be willing to help; but my interaction with Gloria (cashier) yesterday has made me decide not to purchase any more fish from PetSmart. I purchased a betta on 12-Apr-2024. Within days, she started exhibiting signs of having dropsy (only fed once on 13-Apr, water parameters: Ammonia 0, Nitrite 0, Nitrate 10). I decided to return her because she hadn’t improved by day 5 and dropsy isn’t always cured. When I told the cashier why I was returning (day 6), she first insinuated I was the reason the fish was sick and then said, “Since she’s not dead, you have to talk to the fish department first.” It was incredibly insensitive to tell someone struggling with returning a pet they essentially must be dead first. I spoke with the manger of the aquatics department, and he was very understanding. I told him the issue and he quickly approved the return. Once I returned to the register, Gloria continued to interrogate me, and I told her if she wanted to know the condition of the fish to speak to the manager. I don’t know if there was a particular reason she was behaving this way towards me, but she was incredibly nice to the customer in front of me and behind me. It seems her attitude was biased. This experience was traumatic enough that I will not purchase any other live fish...