Petco — Local services in Willowbrook

Where do I begin? Let me first say that the Store Manager (name removed) made the experience absolutely awful! Petco called me to say that my dog was finished with his grooming, so I went to pick him up and was in the store in less than 13 minutes. When I arrived a blond girl was helping another customer and once finished he greeted me with a smile and took my information. She then had a perplexed look on her face and said she would be right back. After 10 minutes the cashier noticed I was wondering around the front aimlessly and asked if I needed anything I said I was there to pick up my dog and she said she would go look for someone. This is when the friendly blond woman and the store manager finally came back and started typing on the computer. After about 30 seconds of no acknowledgement of my existence I asked where my do, Lucky, was. The store manager then told me that there was only one dog to be picked up and that he already had been. She said who called me, this is when I looked and gave her the store phone number but that I didn't pay attention to a name. Keep in mind I am holding my leash and collar and he store manager then said "Are you even at the correct store sir?" REALLY, like I didn't just drop my dog off 2 hours ago, how freaking stupid do you think I am!? I not got very angry and said show me the dogs you have in there. She said no and asked what kind of dog I have. I said a Havaneese and she said they only have a shiatzu. I asked for her to bring out my dog. They did and it was Lucky. She then said great you have your dog, here is your receipt, there is the register go pay. This whole experience was, again, awful and stressful. I understand that the groomer was on lunch but that is not my fault nor should you ever talk to a customer the way she did to me. I will also be posting this on Google for everyone to see.

Finally, the hair cut was not awesome, different lengths on his body and I had to trim around one...

I usually shop online, but had a 20% off coupon that expired in a few days, so I went to the store.

After browsing at all the cute holiday toys and clothing, I headed to the dog food aisle. The coupon I had was for Canidae dog food, but excluded several varieties of the food (ie Life Stages, Core).

I was disappointed to find that everything on the shelf was excluded. I asked a young store clerk if there were other Canidae products in the store that the coupon was good for. He said that he had just stocked the shelves and this was all of it.

I mentioned that it didn't make sense for Petco to send me a coupon that couldn't be used and asked if there was a manager I could speak to.

A few minutes later the manager came over and I explained the problem. She apologized and said that the coupon covered a product that had just been discontinued at their store. Before I had the chance to get angry at this "bait and switch " coupon, the manager graciously announced that she would honor the 20% discount on any Canidae food I chose.

Great customer service. A coupon with so many exceptions should have never been sent out by Petco. But the store manager apologized and made it right. I bought the food I wanted and was given a 20% discount. Plus it turned out to be on sale, so I received another $2 discount.

And because I was in the store, I bought several other items. Which is why coupons are sent to customers, right?

Every time I have visited this Petco store, I have received excellent customer service. So I will continue to make this one of my main sources for pet supplies. Petco competes for my time and dollar with Chewy. It takes a lot for me to choose to make the extra effort to visit the store. Their superior customer service makes this...

This is an edit to a previous review below. I was pleased to find this store in the neighborhood and wanting to patronize a local brick and mortar over Amazon for a change but things went down hill quick. Most recent bath for my German Shepherd was horrible. Iliana returned my dog without a brush out after drying and my dog was mistreated to the point where I could hear him howling as I was picking him up. She told me he was hard to work with. Hmm, that's surprising as Ester and others said he was wonderful to work with. Also the guy with the beard (maybe the manager) is downright rude even when he can't figure out how to use the register. I will not be going back to this store and probably another Petco again.

Previous review- Greats store! Better than the others I've been too. Much cleaner with friendly staff! The prices are also reasonable and comparable. Had a great experience using there grooming service for my German Shepherd today. A young man, Jovanne did a great job with him and was very knowledgeable and friendly. I will recommend this place to...