This place is nice but ... for some reason when you walk in they yell out "hi how are you doing?" kinda caught me off guard a few times ive been to the store. I mean its nice but it just seems kinda wierd. I love their customer service they always seem really trying to help out. Any isle i go into someone walks by and asks " do you need any help?" which could be one of two things they think i might steal something or im just paranoid and they are really nice. The main factor is price i mainly go there for the aquatics... I think besides the feeder goldfish, minnows, pleco and ghost shrimp petco will beat the price. Although the fish in petsmart seem to be taken much more care of. I always see them cleaning the tanks.. unlike petco where in the isles of aquatics your deserted and you see alot of fish stuck to the filters... Again price is a huge issue.. Everything else is great. plus they even have little air pipes to fill up the bags when you take your fish...high tech... haha Great store...prices are kinda high read more

Went to get a haircut for our dog, the groomer informed us that since he had mats she might have to give him a total shave but she will still try to take out the mats. But in hour and a half we got a call saying our dog is ready for pick up. Once we arrived we realized she has shaved him completely including his tail and in the process given him razor burns as well. Totally unprofessional even charged me a special handling fee as my 12 pound dog was biting her. I wish I could give them zero stars never going back here. read more

I took my two Shelties to get groomed at PetSmart yesterday and they look great. So happy with their grooming, so I will be back in a few weeks. read more

I love this place ! The grooming is the best value and great quality. The fish department is always clean. People that work here are pretty knowledgeable on what they are talking about and this place has a lot of positive energy!:) I personally take my dogs to be groomed here!:) read more

These store has terrible customer service there managers aren't professional at all the staff is rude and they tried to deny there 14 day guarantee I'm not going back there and I don't think any one else should your better off driving to San Jose there other stores are a lot more pleasant read more

How to rate a pet store? That's a tricky question. So I'll start with what I know. I know the employees are friendly and knowledgeable. I know that the aisles are set up in a way that you can find what you are looking for quickly- by animal type. I know they help out the local animal shelter with adoptions. I know they have some pretty awesome events for various holidays. For Christmas they had a Santa that would take free pictures with your pets. They're having a Valentine's Day "mixer" this weekend. I know they have a huge selection of dog food, treats, toys, fish tanks and fish, etc. Their pricing is a little confusing to me, but I haven't taken the time to study and learn the algorithms. They have great sales frequently, and you can get coupons sent via text. They handle returns gracefully. They offer socialization classes, obedience classes, and I'm sure many things I'm completely unaware of. I LOVE how many people bring in their pets. My kids get exposed to bigger animals and my pet gets socialized at the same time. read more

I made an appointment at Petsmart to get my mom's pup groomed before taking him to see her at a rehabilitation facility where she was recovering from bypass surgery. The only reason I didn't go to her normal groomer was because they were short staffed due to an employees being on maternity leave. They had no appointments for over a month. When I made the appointment at Petsmart in Gilroy, I explained about having medicine in the pups ears for an ear infection, everything was fine. Turned out, the doctor had to mildly sedate the pup at 8 AM to clean his ears out thoroughly and inject antibiotic in his ears. When I showed up for my appointment at Petsmart at 5 PM in the evening, 8 hours later, and mentioned the pup had been sedated in the morning, they refused to take him. I understand there are rules. I understand Petsmart rule was no sedation within 24 hours. I was upset, as I had driven 25 miles in holiday traffic on December 23 and had plans to take him to see his mommy (my mom) that evening. As I was leaving, the manager sarcastically said "have a nice day". I could hear the smirk in his voice with my back turned. I turned around and said "that was sarcastic, I can write a review". He said, "go ahead and write a review, I wasn't being sarcastic, I meant have a nice day lady". The tone of his voice was so sarcastic during both comments it was unbelievable he ever became the manager. He was clearly young, had very little exposure to communicating with customers apparently, was never taught how to tone down his voice so it didn't sound sarcastic, and when I walked out the door, he turned around and started chatting it up with his employees about the situation. The Gilroy Petsmart really needs to take another look at who they have managing their store, before they lose more customers! I'm not sure what happened to the customer is "always right", and be courteous to the customers because word-of-mouth will make or break a business! This store clearly needs a new manager, apparently one with people skills! read more

The girl Amanda in Aquatic's is so helpful. I would recommend you ask for her. Excellent customer service, I can tell she likes her job!

A++ I love this petsmart! I drive all the way from Salinas to go to the Gilroy location because of the grooming. I usually shop here at the Salinas one because it's close but the groomers and customer service at Gilroy are the best! They always greet me, ask me if I need help, seem to love their job and my babies always sparkle when they leave!! read more

I visited Petsmart in Gilroy yesterday, I had purchased a bag of dog food for my new puppy at this store a week prior and the breeder I used recommended a different brand than I had purchased. I'd looked for my receipt for days to no avail, I decided to try my luck and beg and plead with them to do my exchange without receipt...The staff member I spoke to giggled when I explained my story and replied, "we'll exchange it, no problem!" Wow! Thank you!! I will be using Petsmart for all of my dog's needs! read more

Had the WORST customer service with Purple Hair Fish snob. Went in with my excited 5 yr old kid to buy a fish tank and some fish but Purple Hair Fish snob got cock-blocky with my purchase. Saying i had to set up the tank first and return in a week to buy fish. WTF?? I've owned fish all my life and have NEVER been told to come back a week later. Seriously?! I bought the tank and water conditioner but my child left VERY SAD & unhappy. SO, the Next day I went to Morgan Hill Petco, the EXTREMELY helpful & courteous Fish Expert helped my daughter pick out 7 NEW fish for our tank. I WAS SO IMPRESSED by the Petco service, that i ended up buying a tank from them and all the fish tank necessities dropped almost $100 out the door. And then headed straight back to Petsmart to return the stuff i purchased the night before. Petco Purple head idiot, why prevent people from buying stuff? Do you want to help the company go bankrupt? Get a life and a business degree and maybe you'll learn cust. srvc and all about sales. read more

Have what I need but needs better and nicer employees also maybe could expand a bit more and put in more animals they have a very small amount of animals read more

Today I got my dog groomed at Pet Smart in Gilroy CA and they said they would take their time and make her look super cute...That was a big FAT LIE!!!!!!!!! Her fur was uneven and patchy, and shaved the fur off her ears. They made it look like they let a two year old be the groomer!! I will never ever get any of my dog groomed there!!!!!!!!!!!!!!!!!! read more

Went on vacation and my pump gave out for 10 days while we were gone. Needless to say my cichlids of 8 years were dead as a door nob when we got back:( My wife and I decided to start a new community tank, so, we headed off to petsmart to buy some fish... A nerdy, scrawny employee with black hair that is in charge of the fish helped us out. I started to select fish for my tank. When I got to about five fish he started making a big, attitudy, deal about how I was adding to many fish at one time for a "new" tank. Dude, the tank has been running for 8 years and has plenty of good bacteria to support MANY fish. 60 gallon tank btw! The more fish I bought the more attitude he gave. Acting like we were buying fish just to watch them die! FIRST off, I have underwear older than you dude. SECOND, I have been doing fish tanks since you have been in diapers. I know what I am doing and how many fish my tank can accommodate in one purchase. He acted super sad and dejected every time i selected more fish. Making the purchase super awkward uncomfortable. Dude, just shut up and sell me some fish! MORE!! FACT "Ich" ( a disease that plagues fish tanks) is only introduced from contaminated outside water being added to your tank. MYTH "Ich" can occur when fish are stressed out. (Not true, doesn't happen!) Keep in mind, my tank of 8 years NEVER HAD "Ich" One week after adding petsmarts fish/water to my tank it got infected with Ich. I have since treated the problem and all the fish I bought are alive and well (6 month) later.. I asked the "black haired fish kid" about the Ich problem. Only to have attitude and snottyness given to me in return. read more

I absolutely LOVE this Petsmart!! If there's one thing that can make or break a business it's customer service, and this store has it! EVERY time I walk into their store, I'm greated with a "Welcome to Petsmart!" (I mean, ya, it may seem like a small thing, but how many companies can you name that do that religiously??!) Also, almost every time I'm there, at least one person will approach me to offer assistance. (Even though I may not need it, it's so nice to know that someone acknowledged that I exist in their store!!) Plus their store is always clean and neat! Love this place and makes me always look forward to my next Petsmart trip! read more

I enrolled myself and my puppy to puppy training. I really enjoyed it, and had an awesome experience. I had Susan as a trainer, and she was amazing! She was really professional, knowledgeable, and great with dogs. For anyone looking into puppy and dog training at pet smart, I highly Recommend Susan! She Rocks and is a great trainer! read more

I was horrified and speechless when I picked up my six month old miniature poodle from what was supposed to be just a shampoo, teeth brushing, anal gland express, and nail trimming, and sanitary hair trimming. I was horrified to see her completely shaved down to her skin in several spots, with just 1/4 of an inch of hair on the rest of her body. She went in with about 3 inches of fluffy beautiful hair and came out almost completely shaven down to her skin. I received a phone message on my cell phone, explaining that my puppy had mats under her harness collar, right below her neck. It's a small triangular patch. They recommended that the area be shaved. I returned to the store to see what was going on. When I got there, the receptionist informed me that I needed to pay an extra $6.00 for de-matting. I told her that I resented this, and that she should not have tried to de-mat her without my approval if it were an extra charge, and that I preferred to take her home and trim off the mats myself. She advised that this is not a good idea, because I might cut her skin in the process. So, I agreed to let PetSmart shave off the mats under Annie's neck. She also informed me that Annie was hurting and having a difficult time because her skin was getting irritated where she was trying to de-mat her by brushing the mats out. Then, I receive another message saying that there was a slight problem because Annie moved while they were trying to shave off the mats, and a small patch of her hair was accentually cut off, and that they would need another day or two to finish grooming her. So, I call back and she explains that the groomer was crying because she cut Annie's hair. At first in sounded like my puppy was crying. So, I asked her if my puppy was hurt. I then got transferred to speak to the manager. The manager confirms that a swath of my puppy's hair was accentually cut, but that Annie was not harmed. I told him that I cannot come back the next day to finish Annie's grooming. He then says that they can finish the job tonight. Then, I call back again, and the girl who answered the phone says that she is very sorry for what happened and that she feels it was her fault, and that she will fix it. She asks me if I prefer the teddy bear cut or the poodle cut. I tell her that I like the teddy bear cut. I never imagined that she would shave Annie down to her skin. The teddy bear cut is supposed to be fluffy. I thought that she was going to trim Annie up just a bit to try to make the swath of missing hair look less noticeable. I never imagined that she would mutilate my poor puppy the way she did. My dog has no fur now, and I'm concerned about her getting cold when I take her out for walks. Plus, she looks AWFUL! I feel like I have been robbed of enjoying what is left of her puppy months, because all her beautiful fluffy hair has been chopped off. Poodles have soft fluffy puppy coats that don't typically last into adulthood. The hair turns coarser and curlier as the dogs mature. She was incredibly adorable looking before, and now she looks like a skinned rat. I wasn't that upset when I heard about the swath of hair that accidentally got cut off. I figured, oh well, it was an accident, and it's just a small patch, and the groomer apparently felt very bad about the accident. What I am enraged about is the groomer who decided to "fix" the problem by shaving my puppy down to her skin. When I picked Annie up, I asked if the other services had been performed. She said that she did not know because she did not have the paperwork, and did not know what I requested. I asked if her teeth were brushed. At first she said she did not know. Then, she said, oh that it must have been done, because the tooth brush was in Annie's bag. Then, I asked if her anal glands and nails were done. She said she thinks that the anal glands were done. She said that Annie does not like to have her nails filed. But, she tried to do it while I was standing there. Annie flinched and pulled back her paw. The groomer asked met to come in and stand by Annie and give her comfort while she worked on her nails. Then, she asked me to tell Annie. "No," when she pulled back her paw. At that point, I was incredulous and walked out of the grooming area. I felt that it is her job to do Annie's nails, and not my responsibility to calm her and tell her, "No." What good would it do for me to tell my dog, "No," while the groomer is trying to file her nails. What would my dog think "No" meant.? Would she know that "No" means don't pull back your paw? Or, would she think that "No" meant don't let her do this to you. The whole situation was just ridiculous. She tried to explain that Annie moves a lot and that she doesn't like to have her nails done. Yes, I know that. This is why people take their dogs to professional groomers. She kept repeating over and over, "But it's free. We are not going to charge you for this." read more

The hiring process at Petsmart is a joke. The managers are so unprofessional.

I don't think my experience has been exceptional for this store, because everyone I talk to thinks very highly of it and their staff. I will say however, I have never before experienced such a high level of service anywhere and most especially in a big chain store. It is the staff that makes the difference and Michelle, the Pet Training Instructor is on the top of my list. She is the most caring, patient, insightful person. When I went to Puppy Training with her, it was the best experience ever as she is able to personalize to each dogs needs. She is a gem! I won't limit my praise to her though as I have been quite impressed with all of the dog groomers as well. I have had several work on my Murphy, a Maltapoo. They have done a great job and he likes to go there. What more could I want? I will continue to be a loyal fan of these Petsmart employees. Kudos to Petsmart for hiring good people. read more

I finally decided to upgrade my turtle tank and didn't know where to begin, the two ladies I worked with helped me find the best way to go for the most reasonable price. I came back a few days after to return a filter that happened to be the wrong one and I ended up getting money back and I bought a fancier filter. :) really pleased with there customer service and quality. read more

I recently just got a puppy, German shepherd, and I walked into PetSmart not really knowing what to do. Needless to say I was pretty nervous about taking care of a puppy. As soon as I walked into the store, this young woman Julie walked up to me, seeing the trouble on my face. She asked if she could help me find anything and I immediately showered her with questions. I remember she just smiled and told me it was going to be okay and then proceeded to explain the puppy kit to me. I was sold instantly. After that she walked me throughout the entire store showing me what the right food, toys, bedding would be. On top of all that, she even suggested puppy classes. Thank you Ms. Julie, because of her I'm more confident about taking care of my new family member. Best experience I've ever had at Petsmart! read more

I brought my golden retriever, Kona, to be professionally groomed for the first time. I am so grateful that I got Kaitlyn for our groomer. She was so patient and loving with my dog and did an amazing job getting her all prettied up. When I called to check on her Kaitlyn talked me through what she did and the lengths she went through to make sure Kona was secure and comfortable. I will definitely be returning and asking for Kaitlyn again! :) read more

I live about 35 minutes away, but have found it WELL WORTH my while to keep HEATHER as my groomer for my terriers. She is the consummate professional and always keeps me abreast of the activity of the groom. For example, she noticed a small lump under the back leg of my older dog that I was unaware of. Thank You! read more

too expensive shop at smaller stores. They sell Chinese food and treats that make your pets sick. I guess anything for a buck

I just have to say that my two dogs hershey and buddy love to be groomed at petsmart in gilroy. They have some of the nicest people. I also just bought a guinea pig and the lady that helped me went out of her way to find some that were just ready in the back. I was so impressed with the service I got. I also love looking at all the cool stuff you have for pets. Martha Stewart stuff is so colorful and matching. Great store. I will never go to petco again!!! read more

Ok, they refused to sell me a product I went in to get because they claimed it wasn't what I "should" get. I didn't go in asking for your advice or comments or rambling of what you think you may know. Disliked how rude the associates treat customers, will never return to this store again!!! read more

I am a loyal PetSmart shopper. I have lived all over the country and prefer them to PetCo because of the quality of products, knowledge and customer service. This particular PetSmart is the best one I've been to though. The groomers are amazing (they even have Academy training there), the managers are always understanding and wiling to exchange products or help me find the best price and THEY ALWAYS GREET ME WITH A SMILE! I couldn't imagine a better shopping experience. I wish all customer service companies trained their people as well as Petsmart does. read more

I took my dog to Pet smart to get her hair cut... Becuz my mom and I are handicapped.. So I pick my dog up. In so much pain I didn't pay attention. Well I noticed that my dog had a hair cut. But nothing else. Nothing they said they were going to do. So... I had physical problems and my mom has also. So. I called after two weeks. And told them that my dog did not get a bath. They assured me she did. Well. Its one thing to say you did when you know you didn't. But to Lie to me when I paid $75. And A $10 Tip becuz she needed a bath so bad. They told me she was bathed 3 times. That's another LIE. I do not appreciate being taken advantage of. But then Disrespect me by lying to me. Then screw with me and want to give me store credit. UM NO!! YOU LIED. SO IM NEVER COMING BACK HERE AGAIN. I will drive 30 and not be treated like I'm Stupid. That is UNEXCEPTABLE BUSINESS PRACTICE. After talking to Heather. Debbie, and 2 more. They transferred me to a CEO. I got the cash back for the unbath that my dog got. Lol. I gave her a bath today. And Now She looks like she should have when she was at PETSMART. CLEAN AND SHAVED. read more

Very disappointed at the way my daughter was treated during an employment process. Managers constantly mis-communicated and, in fact, lied about their intentions and the status of her application. And they engaged staff level employees to do the same and just say whatever was needed to get my daugher off the phone when she was simply following up after management failed multiple times on their commitment to call her back. This was after several hours of completing an on-line application and after two interviews. It was almost a textbook example of power status managers that don't have the integrity to just tell the truth and follow-up on their commitments. Hard to believe this still happens at this level in a retail store that sells pet products. Pet people should be nice and respectful expecially with young enthusiastic teens looking for their first job and having a passion for animals. The fact is that no matter how good the products may be, or whether it is just this particular store, this experience will result in us never shopping at a Petsmart again. We have 4 horses, 13 cats, 2 dogs and a lot of animal friends. The sad part is that even though we complained at a higher regional level about this experience, there has been no apology or acknowledgement from management for behavior that was obviously inappropriate and disrespectful. I am now convinced that unfortunately it is the real culture of this store and these managers, not just a bad day that they regret. Good luck moving up the executive ladder of Petsmart. read more

I called and made an appointment to have my puppy groomed for the first time. I asked them what all I needed to bring with me upon bring him in the following weekend. They told me that all I needed to bring was proof that he has his rabie shot. I proceed to call half way through the week to change the appointment a little earlier as my puppy was getting his rabie shot earlier in the morning prior to his grooming. They were able to move my appointment a half hour earlier like I asked, I then asked Again what all I needed to have with me upon bringing him in. The answer wad The same just proof he had his rabie shot. Saturday morning rolls around, I load up my puppy in the car which he hates. We go get his rabie shot and head back to Petsmart to get him groomed. Upon entering the grooming area, there are fur balls rolling all over the floor in the waiting area. There is a woman at the receptionist desk who doesn't even bother to look up or greet us upon entering. Finally one of the groomers greeted us and that's when finally the receptionist asked if she could help me. I gave her our information. She did nothing with our info but tell the groomer who greeted us I was her appointment. The groomer then comes up to the desk and starts searching the computer for our info. I tell her we are a new customer and she seems confused almost. Then she proceeds to tell me she is running way behind schedule which I'm thinking is just great for a weekend. She asks to see my proof of my puppy having his rabie shot. I give her the form I was given that morning. She looks over the paper forever then informs me. Sorry we can't see him today because he has to have the shot in his system for two days prior to coming in. Should this not be something they make sure to inform people over the phone when they make appointments? I told her I called twice and not one person mentioned that to me. She was like oh well I can't do anything about it. You will have to come back and the grooming will be free. I told her not to bother. Why put my puppy through the stress of driving there again. As I was leaving I could hear her yelling at people that they screwed up big time. Will never be going back to Gilroy Petsmart again. Instead I brought my puppy home and gave him a bath and clipped his nails myself. I saved money and spent some extra one on one time with him. Glad the Petsmart experience went bad, because now I know they charge way too much for basic cleaning and trimming. read more

Awful MANAGER! I went in to buy fish supplies. Had all my boxes of the items I need. I asked for help. After a 10 minute wait, The person who responded didn't even know the department! I know its not her fault its the MANAGERS FAULT. I understand thattbey can't memorize all the products in the store. But when u ask for help in tge fish department, they should send someone who knows about it! After I found out the poor girl was new and she hasn't been trained I went to find manager.he was helping a customer which took a good 10 minutes. He wasn't aware that it because most unhappy behind him. The girl that was helping me told him to a customer by Dan was upset he said okay I'll be there in a minute never turning around. After 8 minutes wait young man showed up to help me with the fish items. I got my fish items and waited for the manager to be done with the other customers. I gave a piece of my mind about his training his workers. And that he wasn't even aware that there was an unhappy shopper! he did nothing for me besides say I'm sorry. I asked for the corporate number his name his store number and wrote the date and time. I will be calling corporate on this person and hope that no 1 else has to deal with management screwing up the entire store. read more