PetSmart — Local services in Sterling

I have been a loyal Pet Smart goer since I first adopted my pretty girl two years ago. I’ll start off with, at the Sterling store they are always so wonderful to her and me. I’ve had Alejandra, Lia, and Isaac. She’s a nervous Nelly and they are so patient with her! Whenever we are in, the staff truly seem happy to work there and care about their pup clients! They are always so happy to see my girl. The only issue I have ever had is once when I went in, I felt her black nails were still too long after a trim and grind! She has mostly black nails with a few white. All I did was say I felt they were still a bit too long, and they fixed it no problem. They are super receptive and kind about your concerns if you are polite. I imagine they don’t get paid nearly enough to care as much as they do, so I was happy with the way they responded to my concern.

Now to why I am really leaving this review. Today, I was walking my girl at the park and she had rolled in a massive pile of poop😖. It was a massive nightmare because she was covered. I even had to throw away her harness it was so bad. I quick got her home, rinsed off, and called Pet Smart to see if they could help. I am not exaggerating when I say they got me in in 4 MINUTES. I called at 10:56 and her appointment was at 11. They seem to be a busy store whenever I am in, so I was overjoyed they were so willing to help. Isaac took her and deodorized her, gave her some extra brushing because it’s shedding season, and gave her extra love as promised when I dropped her off! I picked her up and she was good as new! This place is highly underrated! For a major corporation, I am astounded by how wonderful their staff is! I hope Pet Smart treats these...

My Doodles first grooming appointment was an epic failure. For starters they jacked his rear end up in the air by his tail so they could look at his stitches. Hopefully none of them got pulled out! Though I was told he behaved himself very well, the groomer didn't do very well at all. I was told after I drove an hour to get to that location that they couldn't do any trimming without a full bath first. Why not tell me that when I made the appointment? I made it clear when I called for the appointment that he had just recently been neutered and couldn't get completely wet. I was told I could talk with groomer when I arrived and choose what I wanted to have done. Not the case. After some back and forth regarding what they were willing to do, I went ahead with dematting his face, neck, and around his ears, plus trimming his feet. They couldn't just wash his face and ears and neck area either. He came out 30 to 45 minutes later with almost as many mats as he went in with and only a small trim around his face and feet. I found five mats, instantly, around his neck and ears before I even left the shop. I was so mad I wanted just to get out of there. Not only am I out $30 and 3 hours of my time, I now get to do what I had paid the groomer to do. I will not be returning here, Ever. I was mad when I discovered the mats, but I am even madder now, two and a half...

Recently visited. Wore a mask and came with my significant other. We walked around the whole store together, and so did many other customers in pairs. We entered the fish/hamster area and were told only one person was allowed in. We assumed that was because other customers were in the area. We waited until they exited and tried to view fish to purchase together and were told to exit the area again as only one person was allowed in at a time. There were two employees in the area together and we entered the store together. I asked him how we were supposed to make a purchase and he said he would swap positions to prevent the spread of germs. When I inquired how it would be any less “germ-y” For us to both enter the area separately the a-hole kid had no answer. Meanwhile people are entering and walking around in twos without issue. We did not make a purchase and left. They have no signs that say you cannot visit the store with another person and even in the fish area we were abiding by their six foot apart rule. Absolutely ridiculous behavior on the part of the staff. Going way overboard to allow couples to enter and walk around but apparently in some sections one person has to be apart for the other person. And the employee was rude and abrasive. Won’t be shopping there again- was planning on making large purchase and they lost our...