I have been taking my dog, Chloe, to the PetSmart grooming salon at this location for over two…read moreyears, and she has always been groomed by Desai. From her very first appointment, I was always happy with the quality of the grooming and never had any concerns.
During our last visit in March, there was unfortunately an accident. After bringing Chloe home, I noticed her toes were bleeding. I immediately called the salon, and Desai asked me to bring her back so she could apply a powder to stop the bleeding. The following day, I also noticed a cut on Chloe's ear that had formed a clot. I called again to let them know, and I was told it should heal on its own. They apologized and offered me a 25% discount on Chloe's next grooming appointment.
At no point did I make a big issue out of what happened because I understand that accidents can happen, especially when working with animals. I appreciated the apology, accepted that mistakes happen, and fully intended to continue bringing Chloe there.
Four months later, when I tried to schedule Chloe's next appointment online, the website gave me an error instructing me to call the salon instead. When I called, the groomers told me they weren't sure why but that they could no longer groom my dog. After speaking with the manager, I was told it was because Chloe had "conflicts with multiple groomers." This was both shocking and untrue, considering Chloe had been groomed by the same groomer for over two years and had never had issues before.
What is most disappointing isn't the accident itself, it's how the situation was handled afterward. Instead of taking responsibility for the injuries Chloe sustained while in their care, the salon chose to shift the blame onto my dog and refuse future service. Rather than having an honest conversation, they created a narrative that made it seem as though Chloe was the problem.
For a large company like PetSmart, I expected much more professionalism, accountability, and integrity. Loyal customers who have trusted you with their pets for years deserve honesty and respect, not excuses or blame. It feels incredibly unfair that after standing by them and understanding that accidents happen, I was ultimately punished for something that wasn't my dog's fault.
This experience completely changed my opinion of this location. The accident could have been forgiven, but the lack of accountability and the way I was treated afterward cannot. I hope PetSmart takes situations like this more seriously and ensures that long-time customers are treated with the fairness, transparency, and respect they deserve.
