Petco — Local services in New York

Today is March 20, 2024. I have brought Kane to this Petco to get groomed since February 2023 when he was 5 months old. Normally it takes 3-4hrs for Kane to get groomed. The groomer that previously groomed him (Amanda) was skilled and patient. Today I went to drop Kane off and as usual Kane was his jumpy self (Hes is now 1yr 7mths). He would not sit down because as usual he was anxious about being at the groomer. A Petco Dog trainer approached and asked about training classes for Kane and mentioned that she observed he wouldn't sit when told. I thought this was very kind and observant of the dog trainer and agreed to speak with her about training in the future. Soon after Kane was called in for his appt. I was asked his age and I mentioned to the groomer that he is jumpy, like literally all over the place. I was told, no worries we will take care of him. I also mentioned he does not like to have his legs and paws clipped. He doesn't bite but he will be difficult. "No worries", I was told. I drop Kane off at 1:26pm. I get a text at 3:34 pm that Kanes grooming is completed. When I return to the store I'm told Kane can not come back until he is professionally trained. So I'm like why all of a sudden, he had never had a problem. The groomer states while cutting his paws he was nipping. So I ask to speak to the manager because I'm like this is nonsense. I've been to this same location for over 1 year, literally 7 times and not with the same groomer. Also, the groomer that we had today is the same groomer we had in October and we received no complaints from the groomer previously. The manager comes out and says no I can't bring Kane back without being trained and says I may have to take him to a private groomer because they can muzzle him there and give him calming aids. Then all of a sudden the groomer says Kane bit her one time while she was grooming him and the general manager asked her if she wanted to stop the grooming session. I understand that no one wants to get nipped at but you groomed him in less than 2 hours so is it that he is an aggresive shihpoo or is it that you didn't want to take the time and be patient with him. I received a text prior to my appointment telling me I could bring him early and I could not because i work. I feel like a warning and a different groomer could've been suggested but to straight up tell someone that they can no longer bring there baby to get a haircut at the place he has been going to since 5months is not right. Say the staff is inexperienced and could not handle him because he is busy and maybe refer us to someone with more experience. Then they mention that many people are being told the same thing because the previous groomers were not mentioning the behavior of the dogs to the owners which is why they are no longer at that location (TMI). The other manager called me a week ago to squeeze Kane in for a grooming session and she knows him very well. So all these people have bad, nipping, biting dogs all of a sudden, who need training and you are refusing to groom. I think this is very unlikely. Then I asked, so I have to pay $350 to get my dog trained so I can get my dog groomed here in the future? And I was told yes. I am very disappointed in Petco and the new grooming staff at this Throggs Neck petco location. I had to get home and really let what i was told by this staff set in, which is when i decided to write this. So I will definitely find a different place to take Kane because I would feel very uncomfortable ever bringing him here again. Previously I gave high ratings because the service was great. People bring their dogs to the same place for the same service because relationships and bonds are built over time. It is not the owners fault that the regular groomers are no longer at...

I gave a one star review not for the actual grooming work but for the terrible customer service that I experienced by the very woman that I had requested to groom my dog. This was my second time utilizing the pet grooming service and I had an appointment today at 11 with Jasmine. I requested her a second time because I loved the way that she groomed my dog. She even told me that my dog looked just like hers and she showed me a picture of her dog months before when I first met her. I was so very happy with the work that she had done that I tipped her $20! I actually left the store to find a bank to get cash for her. Fast forward to today and I go to my appointment and I arrive earlier than my appointment time because the last time I was there there other people waiting I was made to wait past my appointment time until everyone else had their turn. I am not accustomed to showing up late for my appointments. I stupidly thought that my being conscientious about time would be appreciated but apparently that was not the case. I walked into the office and there was no one manning the desk. I continued to wait until the assistant manager saw that I was still waiting and went into the back to find someone to help me. Well, even after he was kind enough to make them aware of my presence the person that he spoke to still didn’t show up. There were 2 groomers working with their clients one of which was Jasmine. She stopped working with dog to finally ask me how she could help me. She didn’t remember me and understood that but she was visibly annoyed. I thanked her and said I had an appointment and gave her my dogs name. She checked her phone and in an annoyed voice said “you are mad early, it’s 10:47” I said this is mad early? I started to say to her when someone arrives early they are on time and when you arrive on time they are late. as I was speaking she turn back and dismissed me and told me to close the door in such a rude manner that I was stunned. I picked up my dog a walked out. She was actually annoyed that I was too early for my appointment! It was bad enough that I had wait and no one showed up but she pretty much chastised me for coming too early. After that encounter with her I called and left feedback with the assistant manager Kenny who apologized and said he would pass the information to the general manager. So unfortunate and unnecessary. Be kind and...

This occurred at the PETCO on East Gunhill Road, but this employee once made me aware he bounces back and forth between locations. WALE who is apparently the best groomer at Petco, lacks professional and communication skills and does not know how to handle a puppy. I advise not to bring your puppy here and to stay away from whatever Petco Wale may bounce back and forth from. The one star is for the nice females and manager who did the best to handle my situation. I had brought my puppy here when he was little for his first grooming with Petco and unfortunately "Wale" who is supposed to be their best groomer was not able to do much because my dog was a bit nervous with his first time at the groomers. We did get a full refund because in 2 hours of being at Petco with Wale, there was little grooming done in which Wale then advised for us to continue bathing him and trying to get him used to being groomed so that next time he would be more comfortable. Wale advised for us to bring him in regularly to him at Petco. As advised by Wale, we proceeded to continue booking appointments at Petco and a day or 2 before the appointment we would receive a call from Petco that the groomer "wasn't coming in." After 2 similar occurrences with "the groomer not coming in" and months of trying to get an appointment at Petco since it is local to us, I brought my dog back at 8am to then find out that "Wale" had put a red flag and "referred out" our dog in which means he is not allowed to get groomed at Petco anymore. Wale had failed to mentioned this to us on the day of our dogs first grooming upon pickup. Wale's lack of professional and communication skills led us to a lot of running back and forth, as well as a terrible experience. For apparently being the best, Wale did not know how to handle a 12lb, 6 month old puppy at the time. Petco needs to do a better job at communication with their clients and maybe hire a better "top groomer." To clients who love their puppies and want a good first experience, spend the extra money. Go to a small business owner who would appreciate and be thankful for the opportunity and do their best. Thank you Wale for putting our dog on the "referred out" list knowing you did not give any effort. It puts us at ease that if we would've brought our dog back to you, he wouldn't have been in good hands and had another...