PetSmart

It was my first time going to this Petsmart and though I honestly have to say their selection is great, their service is terrible. The employees on the floor were nice enough to ask if we needed anything...but the cashier was plain rude

PetSmart Columbia, MD has the WORST Staff----Chris, and the WORST PetSmart supervisor---Paul. Rude, aggressive, arrogant, dishonest. If you ask questions, their answers were inconsistent, confusing, misleading and they blame everything on customer.

I called on 03/27 asked about the check in/out time. Staff Andrew from PetHotel answered it is a 24- hour-stay. I asked him"If I checked in my pet at 2pm, I will need to checked out the next day before 2pm to avoid additional fees right?" He said "Yes, correct!" So I made a reservation.

We arrived 12:40pm on 03/29, I asked Chris at front desk what time shall we check out the next day. He said "12 noon." I got confused because I thought I have until 12:40pm to check out based the previous answer I got. But I thought maybe it's their rule no matter what time you check in between 12 to 1, check out would 12pm. Then I asked "If I wait until 1pm to check in my pet, can I check him out at 1pm tomorrow without paying additional fees?" Chris answered" Yes, You can check him out at 1." So I told him I will wait for 20 minutes in order to check in at 1.

20 mins later, we took our dog to the front desk. I asked Chris "just to double confirm, right now check in time is 1pm, I will have until 1pm tomorrow to check out without paying additional fees, right?" He: "NO, it is 12 noon. One minute after 12, you will need to pay the $19 day care fee."

I was shocked. If so, why did you answer YES when I asked "If I wait until 1pm to check in , can I check out at 1pm tomorrow without paying additional fees?" He:"I said very clear check out is 12." Me:" but that was an answer to my first questions when check in was at 12:40pm. I raised a second question asked if check in at 1pm would make a difference, and you have answered YES, and confirmed check out at 1 won't results in additional fee!!! Otherwise why would we waited for this extra 20 minutes? You know the reason why we are waiting, why didn't you tell us earlier?" No matter what you say, the only thing he repeated was he made everything crystal clear to us, which was absolutely NOT true, and not to mention during the whole conversation he was RUDE and IMPATIENT.

We asked for the supervisor. So there comes Paul and the drama. The 1st thing he did was to "teach" us their rules. He said"no matter human hotel or pet hotel, checked out is always 12 noon. The policy is printed online and everywhere I won't even argue with you. (meaning that the clients are supposed to know every single policy.)

The 2nd he did was to tell us he is boss and only boss of the store and everyone works for him. And he said Chris has been working here for a long and he must explained the rules very clear (meaning if we have any confusion it's our fault).

3rd thing he said was "if you phrase your question the same way, I would answer YES, too." He repeated it twice which made us speechless. His argument was you can pick up your dog at anytime---there will not be additional fees, it is just additional day care charge, NOT additional fees! I realized they were playing word games. My husband pointed out that it was a really a misleading answer. They should've let us know check out is 12 noon no matter what time you check in. Then Paul started to change his word and tried to blame on me not phrasing the question clear " I don't understand her question. My employee didn't understand either." Then why would you answer me if you don't even understand my question? Why didn't you ask me to clarify?

We decided to take our dog and leave. Filed a complaint, mainly against this supervisor Paul. He even said" Customers are not always right! " in front of all the other staffs. You know what kind of service training is delivered here. Don't ever board your pets there!!THE WORST!

We are new to the area and needed a groomer for our dog. He has been groomed on the average of 6-8x per year and we've never had a problem. We took our dog to Petsmart for the first time for grooming. We went to pick him up 3hrs later at the designated time and we were told that our dog was in the Banfield vet office because he had been cut 3 times during grooming. One needed several stitches to close. Not one word of explanation or apology was offered. The staff and vet at Banfield were wonderful and suggested we speak to the store manager. We told him what happened and he said "that happens sometimes" and turned away and continued his work. Not I am sorry this happened, not I will check into this, nothing. We left and will not be taking our dog there again. I had ignored a previous review of a bad experience and now my dog has paid for my mistake. The one star is for having the decency to take him over to Banfield for care.

The writers of Monty Python’s classic “dead parrot” skit must have had a psychic future vision of the cynicism at Petsmart in Columbia MD.



My daughter returned a very sick chinchilla that was dying in her arms. The store manager was defensive and argumentative. “We’ll give it some liquids and antibiotics,” he said before hustling the motionless animal to an unseen veterinarian supposedly in the back room. “Actually, I don’t think anyone here knows how to treat chinchillas,” he then confessed.



My wife and crying daughter had the humiliation of waiting in line at the service counter with the dying animal, even though she had called ahead to say she was bringing a critically sick animal to see their vet. They got about as much compassion from Petsmart as you’d expect from returning a broken toaster to Wal-Mart.



All the manager wanted to do was get the dying animal out of sight and do a hasty refund to get my family out of the store. This is sickening if it is representative of the Petsmart corporate culture. Their theme song should be from the Steve Miller Band’s: “Take the Money and Run.”



Petsmart’s managers might do better being trained to sell vacuum cleaners, which already suck.