Petco — Local services in Tredyffrin Township

My dog is a gorgeous miniature golden doodle named Maxwell. Our groomer was on vacation, so we decided to try someone else at this location being that we had a family photo shoot set up for my son’s birthday which was quickly approaching. Maxwell being an Instagram star also had a personal photography session planned along with our family session. When my husband arrived, he informed the groomer of exactly how we wanted the cut and specifically stated to her, “Please do not cut the hair on his face as we like a shaggy look for our puppy.” The groomer responded, “Sure, no problem. He will be done in about an hour.” My husband asked her if she was sure being that Maxwell’s typical grooming appointments last about 2-3 hours. She said yes. She will be done in an hour and will call… red flag number 1! She calls shortly under an hour and when my husband arrived to pick up Maxwell, he was absolutely devastated! She trimmed off all of our puppy’s hair and completely clipped of his beard and shortened his face hair unevenly. My husband takes such pride in having a matching beard with our puppy and was speechless! When he sent me a photo of the dog, I was baffled. Our Maxwell looked like a completely different dog! He was barely recognizable. We were so upset that our family portrait was not going to be how we envisioned. Needless to say we canceled Maxwell’s photo session until his hair could grow back. I know it may seem like I’m exaggerating, but it’s our dog and we requested a particular style for him… it’s disappointing when our request is 100% undermined, especially for a service we are paying for. We spent $130 to have something done that was not what we requested. I would have given this place 1 star, but I chose to give it 4 stars because the general manager there Annie T. really did a phenomenal job in working with us to try to make the situation better and even though there wasn’t too much she could do to fix the grooming experience, she refunded me and even gave us a little gift bag, which we deeply appreciate! Most importantly what Annie did was respond in such a genuine and caring manner that I felt so much better. She is an amazing manager and certainly deserves a raise. Her customer service skill set is impeccable and I can say that I’m satisfied. I mean any one can give you a refund and a little treat, but not everyone has the demeanor and professional tact to make the situation feel better! Annie is the reason my rating for this store is higher and I just want to thank Annie for being amazing! I even called corporate to notify them of how Annie saved the day! If only all places could have an Annie… the customer satisfaction would sky rocket! Thanks again Annie T. We...

BEWARE! AVOID THE GROOMING SALON! Brought my dog here tonight because my normal groomer was full and just needed a quick nail trim. Figured it would be no big deal and would be in and out without issue. The female groomer who was working tonight was TERRIBLE, inexperienced, and traumatized my dog. My medium sized retriever mix shakes a little when she is put on the high table to be trimmed but overall well behaved and calm. She first put her on the table, noticed she was a little scared, even commented on this, and then proceeded to excessively kick the raising pedal for the table while not holding my dog (who's neck was in the leash restraint attached) and basically scared the crap out of my dog who freaked out and jumped while attached by the neck. She then held her but now my dog was shaking even more and more upset. She handled her awkwardly while cutting her nails but made it through the front two paws. I was paying attention the best I could but was also talking to another staff member who was trying to get my new account for my dog set up but had been having issues with the computer for almost 20 minutes by this point. While my back was turned I heard my dog yelp and a lot of clatter and turned to see her up on her hind legs grabbing onto the top of the leash holder crying. I opened the door and asked her what was going on and if I needed to help and she said everything was fun but my dog was clearly not responding well to whatever had just happened. She finished up and then told me that she accidentally cut a couple of the back nails too short, which is what lead to the above incident. Upon looking she almost all but cut down her entire back nails and the rest were a complete hack job, clearly NO experience doing this before. She then says that the more I take my dog to get groomed the less scared she will be, like this whole thing was my dogs fault for handling it poorly. My dog gets groomed regularly, petco is the problem not her.

Out of all the places to get your dog groomed on the main line, this is...

I'm reeling with disgust for the way this store in Paoli, PA. treated me for a dog grooming.

I had a 4:45 appointment this evening to groom my dog. My partner, kids and I called at 4:48 saying we are running a few min behind. The store said we have a 10 min grace window. We arrived 4:54 within the window. The grooming coordinator Devika was very rude and disappointed that we made it, and refused anyway saying she was busy - even though she said she saw us pull in on time. She had been trying to push a reschedule right from the beginning and shoved it onto us.

We spoke to Store manager Sarah who seemed to sympathize - she spoke to the grooming coordinator Devika for 5 min and she returned saying that the issue is we are very busy so we can't take your dog. I was astounded - we followed the instruction made it through rush hour traffic and still made it and were being made a mockery of. We are a family, I took time off work, made it through rush hour on a Friday to be at the store - to be treated with a degree of nonchalance and astounding indifference to customer and situation that had me gobsmacked- I get the harried groomer, but the manager using being busy as an excuse is stunning!! I kept asking her what did I do wrong, which she could not answer.

There is something very wrong with this- there is absolutely no fear of accountability which may be a much larger problem that could use leadership attention. I could also use some redress for the way my wife and I were treated.

I don't usually use yelp for anything but food but I'm outraged enough that I I feel you should hear of this incident. We have reached out to many levels of their management as well so there is better chance of someone getting back. Looking at other ratings of the store in recent times we are not alone in this. For the record, Sarah refused to be on audio or camera recording in her position, as per...