I've been going to petsmart for grooming for several years. Its not the best- my dogs have come out bleeding after nail clips or limping, but my dogs are dramatic and 100+ pounds- so I've excused it. Today, I tried to drop my dog off for a grooming appointment, which I have done 3 times since covid began, at the curb. I love this service since I have a 1 and 2 year old, and it's been great since I don't have to unload the kids and walk a 135 pound dog across a parking lot. However, today, even though I was in a line of 3 cars, two of which were being loaded and unloaded with petsmart employee help, I was told I would have to park in the parking lot and walk over. I explained my situation and they were curt and rude and laughed at my frustration. I explained I wouldn't be shopping there anymore (which, let's be honest, they don't care. They're a chain store that will always have business, but I was frustrated) and I heard laughter in the groomers voice. So now I'll come to Yelp with my frustration. THIS is why we should shop small and support local businesses. Their cavalier attitudes toward my situation encouraged me to urge others to stop shopping there immediately (which, I was singled out this trip. If this had been the rule across the board OR they werent allowing other customers this courtesy AS I SAT THERE, of course I wouldn't argue. I believe in rules, especially during a pandemic and to keep people safe). Overall, this was an inexcusable situation, and I will be shopping elsewhere and hope you'll do the same. read more

It's a good pet store considering it's Petsmart do not recommend getting and of the reptiles from here as I have never gotten an answer for where their animals come from. I do like their reptile plants and fish tank plants however. Have never tested the services portion as I don't trust many people with my show animals. Staff for the most part are nice but there are some that try to feed you misleading information about the animals there and mistreat the animals there. read more

First I will post the email I sent to Petsmart: "Bought a large litter box made by Whisker City from Petsmart a long while ago. It broke which I incorrectly assumed was human error. I ate the $30 cost and bought a new one which is the one in question for return. I bought this sometime in the latter half of last year and I do not have a receipt for it, but I did use my Petsperk number and I still have the same Visa card that I used to buy it. Before I made a trip in to return it I emailed Petsmart Customer Care to make sure I could do so. My time and my gas are both valuable. In the first email I am told "PetSmart guarantees the quality of our products." and "If you do not have your original receipt, you will receive a merchandise return card or product exchange only." I was fine with that solution as one bag of dog food alone will eat up the cost and then some of the merchandise return card. I also followed the hyperlink to Petsmart's website to review what is comically titled "No-Hassle Return Policy". Following the link titled: "Returning Products Purchased at a PetSmart Store" and then going to the section "Returns or Exchanges Without a Receipt or With a Receipt Older Than 60 Days it states": "Bring the product and a valid ID to any store and a merchandise return card for the most recent sale amount will be issued. If making an exchange, any positive balance will be refunded in the original form of tender." It does not state anything about returns or exchanges without a receipt AND older than 60 days, but the combination of No-Hassle Return and the guarantee of quality misled me to believe Petsmart would care about the return. It does reiterate the aforementioned merchandised return card. I never wanted an exchange as two broken in a row tells me the brand is junk. I made a special trip out last night at around 7 p.m. to return it and spoke with Paula. She said she was just a shift lead and could not authorize the return. I would have to speak with Mickey the store manager. We aren't talking hundreds of dollars, it was a broken $30 litter box that I had in hand and is still currently being sold so prices could be referenced. Nevertheless I wasted a trip out and back still with a broken litter box and no refund. I got off work early enough the very next day from Cincinnati and made a special trip in to speak with Mickey. A bit of background on me-I worked 7 & 1/2 years at a Kroger-I know customer service very well and she exemplified the opposite of everything one would look for in that department. She flat out refused a refund, slightly shaking her head no the whole time I spoke with her. When I told her I had the email from Petsmart Customer Care and the copy of the return policy in my car and that I could go get it she said "You can but it won't change anything, I am still not going to give you a refund." She also stated it has to be in returnable or salable condition. So if something is broke how are you ever supposed to return it? I can understand if a collar didn't fit right, a lease was too short, or the dog didn't like the bed but most returns I have ever had to make were due to a defective or outright broken product which by definition is not in salable condition. Referencing those aforementioned products I have never had any issues with any other retailer in the tristate area. Petsmart and their No Hassle Return policy is the only one to give me troubles. The litter box is cheap plastic and breaks when the cats enter and exit on the same corner as where the first one broke." After that email was sent I received an email stating someone would contact me in 1-2 business days. I received that email Saturday. Wednesday night (3rd day) Paula contacted me. She reiterated there is nothing that the store can do. I have no qualms with Paula, she was a nice person to speak with but bound by a terrible return policy and the store manager made no efforts to put the customer first. Some talking points I brought up-this litter box made by Whisker City is EXCLUSIVE to Petsmart. It is essentially a Petsmart brand (think Kroger value brand). That is what makes this even funnier: it is basically a Petsmart product and they won't honor it. I also asked what they do when someone brings a broken or unsalable item in for return as that does not meet their definition of a returnable item. "They are working through that". Paula recommended me to contact the manufacturer who is, unsurprisingly, impossible to find contact info other than Petsmart. The label on the new boxes they are made in China and distributed by Pacific Coast from Arizona. A quick google search in effort to find info regarding the manufacturer brings this up: "Our founders, Jim and Janice Dougherty, incorporate their pet superstore concept as Pacific Coast Distributing, Inc. in 1986." from the Petsmart website. I am done with this terrible company. $60 in the hole. I will spend my money where I am treated better. read more

I love the choices of dog food and treats at Petsmart for my pup. The check out process is easy and expedited. I have taken my 7 month old miniature schnauzer for grooming before and had a great experience. This made me want to take him there again. This second time, my experience was completely different. When I arrived, there was a groomer struggling with a schihtzu yelling NO at a very high volume. The groomer handling my dear pup told me he would have to cut one length all over due to matting in his longer hair and wanted me to sign an authorization for him to cut them out. I wanted my pup to have the staple schnauzer cut so I decided to go somewhere else. I went to another groomer and they stated that the matting was normal and with a little brushing it would not need to be cut out. It seems now that the Petsmart groomer simply did not want to bother with my pup. I felt a feeling of distrust leaving Petsmart. read more

RUN don't walk from these groomers. I would not allow these people to cut lunch meat let alone my dogs again. The groomer was told my Yorkies tail was EXTREMELY short and that her personal area needed to be groomed. When I picked her up the groomer told me she did not have a tail and when looking at my dogs backside, I found it was not shaved. My dog was shaking and acted like she had been mistreated. When the groomer came back over to look at the burn marks from the shaver and the lack of grooming on her backside, my dog all but crawled under my floor. I was told that Yorkies are horrible dogs to groom. However I have found a wonderful groomer who does not have any issues at all. The worst part about the people in the grooming area, HAVE and NEED zero training to be groomers. Ask to see there certificates or licenses. THEY HAVE NONE! As I was waiting for the store manager, I actually saw a "groomer" pulling on a dog and screaming at the poor animal. When I pointed the issue to the manager, I was told it happens. If you care about your dogs, you will not take your pet there. read more

I have to disagree with the reviews for the grooming at this Petsmart (some of which are admittedly outdated). We have taken our 2 big dogs here twice now and have had great service. They cut and bathed the dogs to our specifications and were very nice. I wish it wasn't quite so expensive but we took our dogs to a small local place for a bath without a cut and the price difference, along with them coming home still smelly, wasn't worth a change. Chad and Dan did the cut the first time and were great. Not sure who did it last time but it was done well again. Unless we can find a local place with a better price AND good service this is where we will be taking our dogs for grooming. read more

I honesty wish I could give a zero star rating. I am a very loyal PetSmart customer. We LOVE the Newport, KY location and always choose them for our Pet's grooming needs. However, Newport was booked so we chose to take our Puggle to the Florence location and was highly disappointed. First, the groomers seemed extremely rude upon arrival. Not a smile or even a "hello welcome to PetSmart." Just short and rude. When I returned to pick up my Puggle, once again greeted with rudeness. One groomer was even complaining about how she only had two appointments booked for the next day and that it is just a waste of her time. I was even more disappointed by the services my pet received. I booked a bath, nail grinding, and face trim. I was charged for the face trim, however, my dog couldn't have received it because she still looked the same. I have never complained once about PetSmart Grooming. Like I said we LOVE the store in Newport, KY but refuse to ever take our dog back to Florence. read more

We enrolled our pup, Paris for training. Miss Emily is wonderful, she takes a great amount of time to see exactly what your issues may be. She is very patient, kind, and offers excellent advice read more

The waiting area in the grooming office is far too small for people, let alone people with dogs. I brought my two year old Aussie Shepherd in here for just a nail trim (had taken her to other locations before), and the employee bombarded me with questions as though I had never been there before. Despite having used their services many times (usually at the Newport location), the store didn't have any of my information in its database. It's enough of a PITA just to keep my dog's anxiety down when I'm in there, but it's much worse having to answer questions at the same time and be bumping up against other people because there's no room to move around. Come on, your pet supplies are overpriced enough, consider using some of that revenue to make the place more customer/pet-friendly. read more