We have a 3 yr old Boxer that we got from a breeder when she was old enough to be separated from her Mom. Last year we boarded her for several days at PetSmart located at 602 Bolton Street in Bel Air, Maryland. She too had a vacation and I put a review on Yelp about the wonderful experience both Willow and us her Mom and Dad had. We decided to do that again this year since we had such a positive result last year. We put each day's food in a baggie with instructions, gave them her meds, which needed to be kept frozen and put in a pill popper. We sent her collar, leash, toys, blanket and bed so she has a touch of home while we were away. We got her an individual suite so she could rest when she wanted. We had her in activities all day long, where dogs were watched, played with and monitored. Sounds perfect doesn't it. Gets better!! We took her for her mini vacation and several of the girls remembered her from last year. They loved that she was back. Made us feel like we were leaving her with loving, caring caretakers, which we were. They listened intently as I told them about her meds and food. I left feeling like she too was having a vacation. She didn't hesitate to go to the girls and a young man when we were ready to leave. A great addition to their service is that they have 4 playrooms, all accessible by cameras via your phone. We would check in on Willow via the camera to see how she was getting along with the other dogs and the folks playing with them. She ran around! Interacted with the dogs and not one issue. She left a #2 on the floor where playing and in 2 seconds the staff cleaned it up and sanitized the area. For those who are skeptical about leaving your dog at PetSmart don't be. Your dog is not at risk in their care. I was told they gave her kisses on top of her head before going to sleep. What more could we ask for our Bixer girl! Thanks to all of the folks who made her stay wonderful! See you next year!! Oh yes they sent us photos too! read more

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I brought my pomeranian and Gaia who took care of him was so gentle and nice my dog looks so clean and fluffy and looks happy thank you read more

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Kylie, Manager at Petsmart in Bel Air, MD, store #364 ended up charging me $37.20 that I had to pay, then turned around and put a refund on a Petsmart gift card, instead of crediting my card nearly $30, then wouldn't allow me to return unopened cans of dog food, because they were prescription dog food from Petsmart, thus cheating me out of $15. I'm very upset and want Corporate, and not Kylie or anyone else from that store, to call me back. I just got grooming done there for my dog Bentley (through Laurel), but I won't return unless I hear from someone other than anyone at the store. I'm filing complaints on Yelp and other websites, recommending others not to patronize Petsmart. read more

My dog is timid when going with other people when I am around. This was explained to the receptionist that I spoke to on the phone. When the staff today tried to tag and take my dog, she put the brakes on and didn't want to go with the staff members. When I asked if I could step out of the room, the staff said "no" that their policy is to have me in the room. Then they told me that my dog looked too stressed to stay at the doggie day care and refused to take her. We went home and could not attend a soccer tournament because we did not have other arrangements for our dog. They told me that I spoke with corporate on the phone to make this appointment and they dont know the policy of each store and this stores policy is the dog cannot look stressed, I must be in the room, and they must be able to tag her without any trouble. My dog has been boarded other places, gets groomed every 6 weeks, is up to date on all her shots, but was denied service today, screwing up our entire weekend. I would not recommend unless a more understanding staff is hired. read more

Alright I rarely give 1 stars but I am fed up with this location and their poor customer service. Simply how can you run a business with poor customer service....do you realize without customers you have no job which means no paycheck. It really saddens me when I see places being so nonchalant about customer service! This location really needs some training and FaST or this location is NOT going to lay long at all! Will try and avoid this location! read more

Awful pet hotel. My dog got kennel cough from them and when I called to let them know out of health concerns for other dogs they blew me off and acted like he was sick before he came which he was not. Had my reservation denied 3 days prior to our trip when I made it online 4 weeks prior. They said online reservations are only requests and they left a voicemail which I never got. It was denied because they did not have room. Never received an email about the denied reservation. Poorly run place that they cannot keep track of how many dogs on an online reservation service. Never using it again and not recommending to any other dog owners. read more

Ok since my boyfriend doesn't have a YELP page and ALWAYS speaks so highly of this location I had to do a quick review since hes been coming here for years. Let me introduce you to Sir Sea Biscuit, thee cutest puppy dog I've ever seen and has the pleasure to know. He and his owner (dad) are tied to the hip....best of friends. Biscuit goes to Doggy Daycare, Pet Hotel and Groomers...all one at one location and seems so happy when he comes home. During his extended stays at the pet hotel he usually gets a washed (no more puppy dog smell, this time Tangerine), a trim (they cut/style) his fur perfectly and mani & pedi...sending my boyfriend home with a new dog...I mean they get spa type 5 Star quality service! Me- not being a full time parent, I get to peek in and see how the staff handle the animals (they take care of cats too)....In the area of PetSmart where the guest check in, there is space where the dogs have open play with each other and you get to see the staff REALLY working well with each dog, like its their own. I stayed in the background watching as they checked guest in and out, while staff cleaned and others kept the guest entertained. I sincerely don't think PetSmart knew how popular this feature of their store would be because it seems so small and the area needs to be expanded to a Doggy Resort and Spa....think about it PetSmart. As I wandered to the front to watch the groomers clip away (again, space that need to be expanded) the staff is focused on making sure "the clients" cut is perfect. Every time Biscuit is picked up he seems to be happy to had stayed but also happy to come home....when dropped off he doesn't whine (him or his dad LOL) and genuinely seem to have enjoyed his time. They even send him home with a progess report...which I was so proud to read. Its a bit pricy but you get what you pay for and just like in the human world spending a little more makes a HUGE difference in quality. I gave them 4 stars because I PERSONALLY haven't use the service. read more

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Awful customer service, grooming staff is not helpful and seems/acts like they did not want to perform basic grooming service. NEVER going back and looking elsewhere for pet services. Go elsewhere is my recommendation read more

If I could give less than one star I would. The manager of this location is nasty and very unprofessional. He do ant attempt customer service nor does he try to speak to anyone as a human being. I had attempted to board my dog here which I had been boarding my pets at this location since it opened. I've always used a Petshotel for the last 20 years but no more. Petshotel has lost my business and I will likely never step foot in a Petsmart again. Jason, the manager, is arrogant and rude. He would not allow me to get one word in and he hung up on me unprovoked. He cancelled our pets boarding the night before we left. And the reason he cancelled it was not valid. Our vet even told him that our dogs vaccines were up to date. He called our records "counterfeit". We had to scramble to find a new boarding place last minute but we found a nicer and cheaper place that agreed that our vaccination record is valid. Jason, best of luck to you in this world - you will really get far in life with such manners and attitude!!! read more

I used to go here to take my dog to get groomed because it's 8 minutes from my house but their grooming service should be untouched. I believe behind closed doors they abuse the dogs to get them to behave so they can groom them. My dog came back with a limp tail (as if she was frightened) and it stayed for many days until she realized she wouldn't have to go back there again. That there told me something and we simply haven't been back for that service. However, the service there is friendly most of the time but I recommend the PetSmart in Abingdon because even though it's ghetto, your dog will not be abused when she returns back. read more

Poor customer service. Ordered food online for curbside pick-up and waited over 20 minutes for someone to place food in the trunk of my car. read more

Laurel is a wonderful groomer. She is caring and gentle with my shy dog Jazzy. She asked what I wanted, listened, and did a great job. So happy!!! read more

I am just honestly astonished at the poor customer service I received while I was boarding my cat. The staff are so very rude. Jason was a nightmare to deal with. He is cocky and condescending. I don't think I will ever board my cat there again. I don't trust them. I am concerned that he would hurt my cat. read more

The pet hotel here is amazing!! My 3 cats loved it here I can't wait to bring them back. The staff was awesome and very sweet

I've boarded my little Silky Terriers here numerous times, and I've never had any worries. I can trust that the staff will tend to my babies with personalized care. Also, the veterinarians at Banfield promptly helped when my one pup had bowel issues from nerves the first time he stated. I love that there is medical care available. However, my boys now enjoy going back there, and that gives me great peace of mind when I have to be away from them. Thank you! read more

My puppies first grooming appointment, and her last at this location!! The customer service was fine the groomer was nice, but as with any professional training, you are usually trained in situations when a dog may be a little overwhelmed or anxious, and I understand that for a first puppy grooming appointment a full trim is not guaranteed, which is fine, but when I say BUTCHERED I mean BUTCHERED, her paws were shaved nicely and look great, but her nails are jagged and uneven! My poor girl looked absolutely traumatized when I picked her up =( very unfortunate! read more

Our dog went to the bel air petsmart groomers the week of October 13th. From drop off to pick up, she was there about 3 hrs. She came home with SEVERAL large fleas crawling all underneath her. Our dogs always have flea guard on them. She did not have fleas upon drop off nor did the groomer say anything about her having fleas during her bath. Obviously the fleas got on her from being at petsmart. The place is disgusting. We will not be returning. read more

2018 Worst Customer Service Award Three times in a ROW! All three visits, the store advertised that they match competitors pricing. Do you think PetCo is a competitor? Not according to PetSmart. They rudely try and steam roll you at the register by their managers. They have incorrectly stated, "We only price match the local PetCo Store prices." Okay, so I show them the online circular showing dog food prices at $3 less. "We don't price match PetCo." You just said you did. "No, we don't price match PetCo.com prices online" I repeat my claim, "This is their local price, look, it says pick up this item at the local PetCo for this price" Let me get another manager....and the story goes on, hoping you're embarrassed and see the line building up..... I excuse myself from the line. Round and round we go. Same thing happened on two prior visits on price matching. It's a scam. read more

I have been taking my beagle, hank, to This location since he was a puppy and I love the staff! Everyone does a great job, takes such good care of my boy and he always looks nice and clean and smelling good when we leave! Thank you bel air Petsmart! read more

I have had my Standard Poodle groomed here for 6 years. They have always done a terrific job with her and they have followed my instructions as to how I wanted her trimmed. They have been accurate in the time frame and she is always happy when I pick her up. She has had 3 different groomers during this time and all of them have been great with her. The staff at this store, and not just the grooming salon, are pleasant, professional and knowledgeable. read more

This is probably the worst pet store I've ever been to. I used to have my dog groomed here, until they left her in the cage and by the time they said I should come back, she still hadn't been groomed (over a half an hour). Once she was ready, she was shaking uncontrollably and had diarrhea for a week because of how stressed out the experience made her. Every time I go in, there are dried up pee stains on the floor, and it smells like they haven't correctly cleaned the store in years. It's so bad that I leave with a headache. Customer service is lacking, mainly because they have no idea what they're talking about. Would never recommend this store to anyone. read more

I called with a simple question about the grooming schedule. I was placed on hold twice, nobody ever picked back up, and then I was hung up on. We will not be coming in for a grooming appointment, as the place down the street answered my questions without a problem. read more

I don't know what to say. So, I went here to get some fish for my bedroom and I drove here. I picked out three black mollies, drove home, and set up my tank. I then noticed that one of them had an infection on it's gill. I was sure it was that way when one of the employees fished her out of the tank. Well, she didn't last a week and the other two fish got infected and died too. The only reason I couldn't give it one star was that the staff was pretty kind and efficient. I probably won't be coming here again. My suggestion: go to petco. Much much high quality. read more

I have never had my dog groomed there, but what I have seen them doing to those poor dogs while I'm checking out, I want to run in there and yell.......... stop stop. I would NEVER go there read more

I don't typically like to write negative reviews. I'm a pretty positive person and if I am posting something negative, it's because I was truly surprised with how poor the service was. This is one of those times! A few months ago, I called this PetSmart location to request information regarding their puppy training classes. It was sort of difficult to get someone on the phone which I thought was odd. All I wanted to know was their rates, schedule and how to sign up. I was given an extension to call which took me to a voicemail because the woman I was supposed to speak to was in Annapolis. I left a message and was called back a few days later. We discussed the training options and I was able to pay for my 6 week class over the phone which was nice. The sessions I signed up for were on Monday evenings at 6. I came home from work that day, quickly fed the pup and walked him, then loaded him in the car to battle the annoyance that is route 24 during afternoon rush hour. I arrived 10 minutes prior to my class time and went to the training area to find it was empty! I was a little surprised. I stood at the desk for a few minutes when 2 surprised employees came out and asked if I needed help. I explained I was there for a training class and was met with very confused stares. One of them went into the back and returned with a calendar showing that the particular class I was going to attend was cancelled due to a change in the trainer schedule and didn't someone call me? I explained that no, I was not called. One of the employees went to get a manager while the other played on the floor with my dog. The manager came over and said "Yes, this class was cancelled." Duh. I wasn't expecting to get my butt kissed but none of these three employees apologized for the confusion. They didn't really seem to care. I said I would like to get a refund since the only other classes they offered were in the middle of weekdays and I wouldn't be able to attend. They assured me that the training schedule was still being modified and asked me to call later in the week to see if a class at a more convenient time would be added. I did, called later in the week and was told the schedule wasn't ready. I said I really wasn't interested in working with this location anymore and would like a refund. I was told I needed to come to the store and have my refund in person. -__- I drove into Bel Air after work, waited 15 minutes and was finally given a refund. What a pain! This is really my only experience with this store. I never go to it and probably won't ever go again. read more

We used to take our dogs there with a confidence that they would be well looked after. This last week we took them back for the first time in a year and the experience was a little different. We called to check on them and were told that they kept to themselves in the common room but were doing okay. So far so good. When we picked them up and took them home we noticed neither had been bathed, as was our request. One was limping noticeably and not eating or drinking much (she has a history of pancreatitis, which the hotel is aware of). On the the report card most of the indicators were left unmarked and the general comments read 'both had a great time in camp!", which is not exactly what we were told in he phone conversation. Long story short, we are taking one of them to the vet today and wondering for the money, and our past experiences there, what has happened to the staff at the Pet Hotel? Has the previous manager (Randy) left? Staff looked like their average age was 18. Not going back. Sorry. read more

I have to think twice before giving this review because i have always used petsmart for boarding my dog but since it will be a helpful tool so they will improve so i have to do one. This complaint isabout one ofthe staff named Taylor who answered me on the phone seems to be be very irritated because the line keep on getting disconnected . Good customer service matters when you deal with customers over the phone. Hope this change! read more

As I am on hold with headquarters right now, I feel I need to share my experience with you all regarding my recent (two hours ago) grooming experience. Let me start by saying I have taken my 11 year old dog to Petsmart for years, however, at a different location for grooming. I have also boarded my dog at this Petsmart, and have nothing but great things to say about their doggy hotel. I received a call about two hours after I dropped my dog off today, saying that they were unable to cut his hair because he was uncontrollable, barking and biting. (My dog is an 11 year old Yorkie who has never shown one ounce of aggression.) I apologized for his behavior and raced to pick him up. When I arrived at the Bel Air location, I noticed my dogs leg was bleeding. The groomer then mentioned that they "accidentally knicked" a skin tear he had on his leg, which was now an open, bleeding wound. The manager informed the groomer to not complete his hair cut after his leg was cut, and neither of them were apologetic for what had happened. Instead, they blamed my dog. They responded by saying that they weren't going to charge me for the bath they gave him, as if that was consolidation for the fact they had cut my dog. I have an open case with headquarters, as I have pictures documenting his wound and am monitoring to see if he needs to be taken to a vet. I would NOT recommend this location for grooming services, on any level. read more

So upset & disappointed. Took my puppy to get groomed yesterday & I made sure I asked them to clean her ears & they told me they did. Well good thing she had a vet appt at (perry hall family vet, amazing BTW) & the vet showed me how filthy her ears were!!!! He said they did not clean her ears & had me take pictures of the dirt on the q tip & gauze. I am so grossed out that they lied to my face & my poor pup has an ear infection now. :( NEVER going here again!!!!! Disgusting!!!!! read more

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Just moved to the Bel Air area, so was looking for a groomer for my longhaired cat. The Abingdon PetSmart was closer, so tried to book an appointment there first but got told that the day I chose wasn't available because one of the groomers was allergic to cats....? Mmmmmkay... so I took him up the road to Bel Air. Bethany did a great job! He was finished when she said he would be and they sent me a text to pick him up. I got a report of what they had done, and they noted he had been a good boy (which I doubt he was, haha!) Overall a good experience and I will take him back. read more

Dog daycamp is awesome! I've taken my dog and seen how great they do with the day/overnight care. Extremely clean, organized and friendly staff. Very knowledgeable and convenient. As far as other animal/dog boarding places go, this place is amazing. read more

I do hope that the managers or SOMEONE from this store actually reads these comments and reviews. We've previously brought our Shih Tzu to the Bel Air, MD- PetSmart for grooming. Although we weren't 100% happy with the results after picking up our Pup from there, we thought that maybe it was the groomer. So when we did bring him back the second time months ago, we had another groomer cut and trim our puppy. Go figure that there were issues again. Not only did she overpay me, she didn't trim his nails and she cut him way shorter than we asked. Needless to say we contacted the store manager and worked it out. From that point we decided NOT to go back there.... And we didn't, Until January 1st. My wife decided to take him there for a grooming and to get him unmated. When we got there, the girl stated that she would cut him short but not too short due to the knots. This would take about 3+ hours and we would get a call when they were done. Well three hours had gone by and no call. So my wife decided to give them a call and get an update. At that time she was advised that there was an incident and they would have to take the puppy to the Vets as the groomer cut his tongue (not scratched it, but cut it). My wife was in the area so she rushed over there. At that time the manger asked if she ( my wife) just wanted to take him. She said no and stated that the manager need to take him there and she would follow. At that point my wife did notice a lot of blood from the puppy's mouth. She had called me about this and I met them there at the Vet as well. When I looked at him, there was a lot of blood from the cut and I also noticed blood coming from his paw. I questioned the store manager about this, as she was standing there waiting as well, and she said that it could have been when they put the puppy in the kennel to transport him there ( a second injury while in their care). I then advised her that that was another thing that the Vet would have to look at as well. After about 10-15 minutes they went ahead and took in our puppy to explore the injuries. While standing there waiting, I found out that the "groomer" was not there when my wife came around to explain what happened. Not sure if she just left or she just didn't care. Anyway, after about 45+ minutes, we were finally able to talk to the Vet about what they were going to do. So the Vet advised us that they will need to give him stitches and meds for afterwards. The total was around $450, but the PetSmart Manager gave her card to pay for everything. But It seems that from the start, the store manager didn't want to go and take the puppy to the vet. And if she wasn't there, who would have paid for this whole thing? We still haven't received a call from the store manager let alone the groomer. Needless to say, we will never be going to this or ANY of these establishments again. And will let anyone and everyone that we know that has a loving pet, to avoid this store and all of them as well. It does seem that quite a few of these groomers at these stores are like this. They do not appreciate their jobs, let alone the loving pets that we leave in their hands. I will be following up with the Managers of this store and all involved as well . read more

I Love the Hotel and The Staff. My Pets have been going there since they were four months old and they love it. It gives me a piece of mind to know that they are being well taken care of while I'm at work. Love, Love, Love the PetSmart Pets Hotel. They are all wonderful. Best regards, Snoopy and Marshmellow's Mom read more

Great Doggie Day Camp & training staff! Randy is awesome!!

I took one of my dogs to puppy classes here and it really paid off. It helped socialize my puppy and he learned some basic commands: sit, stay, down, shake/high five. I think it's a great way for your dog to get used to being around other people and dogs. I am not a big fan of the groomers. I brought my other dog here to be groomed and they trimmed her fur unevenly, she had a stripe on her side where her fur was cut way to close to her skin. I would not bring her to be groomed there again. The employees are generally nice and will try to answer any basic questions you may have. read more

Great selection of cat and dog food, toys, and treats. Staff was very helpful when we needed supplies and food for our lizard. We used the dog groomers a few times with no complaints. read more

The manager of this store, Michael P. is the most rude person we have every encountered. We made a reservation for our dogs and when we went to drop them off the night before our trip, they told us they couldn't board them because of a previous health condition my dog had. We had already cleared this with an employee the week before. When we asked the "manager" for policy that shows why our dog could not be boarded, he said that he "doesn't have to show us." He also was EXTREMELY rude to my husband and refused to give his name so that we could contact corporate. When I was on a three way call with someone from PetSmart.com and him...he was even rude to her! I will NEVER go to this store again, and will tell everyone I know about our experience. I would not trust these people with my pet as they treat people this way! read more

Always take our Yorkie to see Christy. She does a really great job grooming and is kind and gentle, makes our dog and us feel comfortable leaving her. Have not tried the boarding feature yet but I hear really good things. read more

I reserved a space for my pets online and received the confirmation emails. When I went to drop them off, the store said they had no information and that they were full. PETSMART SCREWED ME OVER!!!! Never will use this store or any other petsmart from this point out. Plus they charge much more overhead than finding the supplies on line. Spread the word, no more petsmart...... read more