Pet Supplies Plus San Antonio - Bulverde — Local services in San Antonio

This has been undoubtedly the worse experience I’ve ever had in a Pet Store. So, bad I’m having to write about it. I’ve been a loyal customer since their opening. I purchased food, toys, harness, used their groomer, signed up for their customer rewards card, etc. I been a fan, till today. My family and I had purchased a 5X self bath card for our enormous Rottweiler. We were excited about how more convenient this would be for our family. Due to the pandemic masked were required. No problem for us. We had taken Mattis in a few weeks earlier. My daughters and I complied with the rules, however while in the bathing stall we removed our masks in order to wash him. We were the only ones in the stall. No problems, a manager checked on us and it was a great experience. After weeks gone by, my husband and my 2 daughters wanted to bathe our dog today. There was no line, no one in the stall, so this was a perfect time. This is what changed everything. A store manger Brenda came walked over to us and asked if my husband had a mask. I said no, she was kind enough to give us one. We walked into the back into the stall where the bathing began. Husband was getting wet of course and removed his mask. Brenda came over again and said he had to wear one, I replied with “ It got wet” she rudely walked off and came back with another one. I passed it on to my husband, as he’s wrestling with our 97lb Rottweiler. He looks at me and says this is difficult. I turned to Brenda and explained how difficult this was while wearing a mask, she was not at all trying to be understanding nor accommodating. Instead, asked us to leave and she’d give us our money back. These actions were unfriendly and unreasonable. Although, we do understand the city ordinance, this was uncalled for. My husband was in the stall with my 2 daughters alone. I don’t know or understand why this simple situation escalated to this level. I’ve been a loyal customer, I’ve never had problems before. Brenda abused her level of authority to a level of unethical behavior. I expected more from this store. It is clear Pet Supplies Plus does not represent kind, professional customer service.

Oddly, enough. After, dropping my puppy Yorkie at their groomers, I visited 2 other local pet stores in the area. It was like night and day. I was treated with kindness, and respect, it was welcoming atmosphere. Oli’s Pet store and Polished Pets were incredibly sweet, helpful and professional. I’m only saddened that for months I’ve supported a business that does not value it’s...

I’ve been a loyal customer at Pet Supplies Plus for over 20 visits, using their self-bath punch card for my dog. It’s always been a fun outing with my daughters (ages 9 and 11), and we’ve never had an issue—until today. The store was unusually empty, with no one else washing dogs and everything spotless. As usual, my 11-year-old went to the register with our pre-paid punch card to check in, while my 9-year-old and I started bathing our dog in the back.

Mid-wash, with water running and soap all over our dog, an employee approached us aggressively, insisting we hadn’t checked in properly and demanding a phone number and name. This was shocking—our punch card system has never required this in 20+ visits, and my daughter was literally at the register handling the check-in. The store was empty, so we weren’t cutting a line or causing any issue. The employee’s confrontational tone made my daughters uncomfortable, turning our family bonding time into an awkward ordeal.

Upset, I called later to clarify the punch card policy with the manager, Kayla. Her response was vague and unhelpful. I then spoke with the store owner, Brenda, hoping for understanding, but was met with condescension and no apology. Instead, I felt blamed for being upset, as if my concerns were childish. This experience was bizarre and disappointing. We’ve always loved this store, but today’s poor treatment and lack of accountability ruined it for us. I’m reconsidering whether...

Not impressed. Purchased a surgery recovery collar for my dog, only to find out when I got home that the product was previously used and returned. When I opened the box the collar had an odor and was covered in white dog hair, and the essential oil clip had been put back into the torn bag it came in. I called the store to express frustration since I live a good 20 minuets away, but she didn't seemed shocked and gave a half hearted apology. When I went the next day to exchange it, they no longer had the size for my dog and the lady at the register didn't even apologize for the situation. She just processed the return, which I also had to correct because she was trying to process a different item from the same purchase that was half the price of the actual product I was returning. Had I not caught the mistake it would have went unnoticed. After the return was complete she just said thanks and sent me on the way. I've been shopping here for a couple months now but after this experience and having two employees display lack of empathy for the store's mistake, I've decided I'll go elsewhere. It's a nice store, but in this post covid world where customer service seems to have disappeared, it's disappointing that Pet Supplies Plus seems to have fallen victim to this new...