PetSmart — Local services in Town of Smithtown

First lets start off with the fact that it was terrible to even make sure there was an appt we had called the night before to make the appt and they said we were all set when we call the next day to confirm they say there is no appt and we were then abruptly transferred to the grooming salon for no reason and then when we called back there was magically an appointment (however this is after an hour long conversation with 5 different people. Then we left our dog at doggie hotel at PetSmart Lake Grove#2104. I was absolutely disgusted with how I was treated and my dog was treated. I was lied to about what charges I was responsible for, and was lied to about how was dog was treated and where he was and when I discovered this I was lied to again about what had happened to him while he was left there. Then I was expected to pay for a charge that I had specifically asked about if I was going to be charged and was told "no" that the Company was responsible for that charge. I was also not informed about anything while was dog was boarded. I was under the impression that he would get to pay with other dogs like I asked at the puppy playtime and was informed that he was in a crate the entire time he was there after he was injured while in your care. His injury was then blamed on us that he had come into the doggie hotel with the injury when he certainly did not and when this was explained to the employees they preceded to say that we had brought him in with the injury and that it had not occurred while in their care. Again I am truly disgusted by how my dog was treated while in your care and at how disrespectful the staff was when...

I left my two dogs for 12 days .. and I will never leave at this hotel again ... When we asked to see where their rooms were they said they couldn't, I can understand that is rule . we asked to do the video call to see the dogs, and they said they would put the pictures every day and instead, they put the photos only for two days .. after 3 days there they say that one of the two had not pooped and we said to take her to our vet ... after not even 10 minutes we called back and a boy answered saying that the dog had pooped at night twice and not he had communicated it to his colleague .. after 5 minutes he reminds us of the girl and warns us that my dog had made poop ... since the dog did not poop .. we found that the dog had pooped magically three times ... but the thing that left me speechless was when we went to take them .. in addition to the fact that they could not find the bed of one of the two ... they did not take a bath and both smelled of pee. One of them was totally wet with pee and the employee has said she was wet because the dog was washed ... evidently they use a strange shampoo .. because it smelled of pee ... moral of the story ... after 12 hours of flight .. I returned home and I had to wash my dogs .. one...The girl told us that we could go back for bathing .. but honestly I would not bring them back under torture ... also because I had the whole morning to wash them .. since we went to take...

The staff at PetSmart are nice people, but I wouldn’t recommend leaving your dog here for daycare/overnight unless you’re really in a pinch. The main advantage is how easy it is to get your dog into their daycare—unlike other places that require multiple steps like a behavioral test on one day, and then trial daycare on another, PetSmart does everything on-site in one visit.

However, both times I’ve taken my dog—once for daycare and once for an overnight stay—he has come back looking disheveled/damp, scared, and smelling really bad.

Additionally, I was told that if I booked the Active Dog Package (which costs only a little extra per day), I would receive a photo of my dog each day—but they never sent/posted any. When I asked in person why this happened - they told me the manager forgot to post. Which is annoying as thats the only reason I booked the package and I didnt get any apology. That made me question what else they might not be following through on when it comes to their care routines.

Overall, this experience left me feeling uneasy, and I really hope I don’t have to bring my dog back. I plan to start looking for other options, even if they have a more involved onboarding process. It may be less convenient, but I think it’s worth it to ensure my dog is in a place that feels safe and well-managed. Only reason I gave two stars is because the grooming has been great for my dog here just dont recommend the...