PetSmart — Local services in Phoenix

We had scheduled an appt online for 12:00pm on 11/11/24 in room for a possible ear infection. When we arrived to our appt we were told that our in-room appt was actually a drop-off appt. When we told the receptionist that we scheduled it as in-room appt she began to argue with us saying that that means drop-off. I was pretty upset as she continued to tell me In-Room means drop off. Despite there being options for In-room and drop-off. And our confirmation also stated it was an in-room appt.

I explained that we would never have agreed to a drop-off appt due to our dog’s anxiety. She then says rudely that “they tried to call” when we never received a phone call NOR a voicemail regarding our appt. And I did verify that our number WAS correct in the system.

After telling her we were not comfortable dropping him off we were told we could either leave and go to another location or we could come back at 4pm. But we live over an hour away so that was not something we could do. On top of arguing with us about our appt she also began lying to us.

She was lying by saying all doctors and all technicians were busy in surgery. And no one was available to see us for our appt. But 15 minutes later she was loading up a client in room for THEIR in-room appt.

She continued going back and forth arguing and lying about things. Also going as far as saying that technicians do not do dental cleanings, which I know is another lie because I’m a retired CVT of ten years. And I have done hundreds of cleanings myself. I’ve also worked with professionals that came from banfield where they also had performed many dental cleanings.

But after demanding to still be seen since we had an appt, we were finally put in a room where she said it would take over an hour before anyone would come to talk to us. When I tried to talked to her about this she shut the door in my face. Luckily we were seen 12 minutes later and our appt started without any issues.

The technician and DVM were awesome and I really appreciate them being so kind and helpful.

I have no issues waiting and I also understand scheduling errors as I’ve worked in the field prior. My issue lies with the lying and the lack of ownership to THEIR scheduling error. I also did not like the combative behavior from the receptionist. Moving forward being upfront and honest goes a long way when dealing with clients and clinical errors. I would have been completely ok with waiting hours if it would have been communicated that they made an error and were willing to work us in. Rather than deflecting and not taking ANY ownership to their scheduling issues. Also how and I suppose to entrust you with my pet when the staff is lying and refuses to take any responsibility for errors?

Please have a talk with your receptionist and make sure they have proper training in customer service and how to properly resolve...

We brought our German shepherd here and she came back to us traumatized with red marks on her face and legs from what I am assuming was the shaver. We’ve taken her here numerous times and she has never came back traumatized this way. She got home and laid in her kennel the rest of the night it broke my heart. We were told she was difficult and very anxious to work with. We were told that they couldn’t handle her because of her anxiety and behavior despite using 2 groomers. We have never been told she was “too much” before especially when using 2 groomers. It made us think there was more to the story. Perhaps they just didn’t have the patience or time it took to handle a long haired German shepherd with care. They told me Kali would not sit still for a second or let them go near her toes. The supervisor admittedly expressed how bad Kali looked and how they couldn’t handle her appropriately. Blamed kalis anxiety for this and did not charge us. Seemed like Petsmart grooming is more suited for small dogs who are okay with standing on elevated tables and are focused on a quick turn around.

After a lot of research we decided to take our dog to “Lunas paw spa” with educated and licensed groomers. Upon taking her back the owner expressed her concern right off the bat as too how short kalis hair was for a long haired German and that she believe Petsmart cut kalis undercoat which is a big no no for long hair Germans as that helps cool them down. When I picked Kali up the owner showed me red marks she found on kalis face and back of her legs as if Petsmart groomer took a zero or 1 to the back of her legs scraping her skin. Kalis demeanor was a complete 180 from when we picked her up from Petsmart. This time Kali was calm. She was happy. She was sitting and by my surprise the owner saw a patch she forgot to get on her toes. She grabbed the shears came back and Kali quietly and patiently lifted her paw and allowed her to clip the remaining hair. No wiggle no fuss. The Groomer(s) there told us kali was extremely calm and easy to deal with.

I will forever recommend LUNAS PAW SPA and recommend avoiding Petsmart grooming. I genuinely feel like Petsmart groomers just lacked the knowledge and education required for big dogs and/or long haired breeds and dealing with undercoats. I truly believe Kali was traumatized by her experience with Petsmart groomers. We had taken her to Petsmart many times before but something was different about...

2/27/25 edit: still amazing as ever. Megan is my go to gal and I can’t thank her enough for the care, respect and time she puts towards my boy. I trust her fully and I appreciate her so so much! She also did grooming for Sam right before my fience and got engaged (11/9/24) and took photos and Sam was looking dapper as ever!! Sam is getting more comfortable it seems but still is sensitive around his rear. But I’m happy to see he is improving in his time at the groomers 🖤

June 2024: Ryn & Megan did an amazing job grooming my little man , Sam. His first (not here) and second (here) grooms did not go too well, but I really appreciate this petsmart working with me to try again. I am sure Ryn could tell I was weary about leaving him there, but they were so kind at checkin and they made me feel comfortable as they brought him back. I am so happy with this outcome and Sam is so happy too! Megan did her best trimming his sensitive booty and toe potatoes (I know Sam can be fussy in those areas), and did an amazing job on the rest of him! Ryn told me how they washed Sam and how they sat with him through his nervousness. Just knowing that both of them gave him the kindness and patience my little man needs made me so happy. I will be, for sure, coming back more often to work with Ryn & Megan!! I highly recommend these two groomers 🙏🏼☺️🖤 Thank you Ryn & Megan again for such a positive experience! (We stopped by my work at Michaels to share the freshly groomed boi to my coworkers and to spread some “Samitonin”) so I took some...