Worst experience ever in the West Chester store. I dropped off my sweet border collie and in less than an hour they called me saying she was in the back of the crate and they couldnt get her out, they were scared of her. They said they couldn't risk the staff with her, what? I went to pick her up and said I would never be back if they couldn't handle a border collie, I was told my dog wasn't a good fit for them and neither was I. I had just spent 186.00 in the store earlier. I will never give Pet Smart another dime of my money. read more

Loving Pet Smart the one stop shop for my doggy!! From your everyday food and toy needs to puppy training, Doggy Day Camp, Pet Hotel, Grooming shop, and the Bansfield Hospital for vet visits. They have ever serve you need for your pet. Also not just for dogs. All pets are welcome. We actually adopted our dog through one of there adoption weekend programs. They do this every weekend and it's a great experience. We have used all the services and have been happy with all of them. The best part of Pet Smart and all the services. Are the people who work there !! They treat you and your pet like family and I would recommend them any and everyday!! read more

PetSmart - Ankh in his cap! - Pet Stores Near Me - Mason, Ohio

Very nice looking, clean, stocked full of everything. Very nice associate asked how was I doing and thanked me for asking back. Another just did her job. Cashier very nice. No one asked if we needed help. No one at around 5:45pm on a Monday and not busy at all asked. If I get better service, more help from a knowledgeable person and one who can recommend items, services, etc, it might keep me from seeing the items and then ordering them off Amazon at a better, no help price. Service is what sets the good from the bad and the better from the cheaper. read more

PetSmart - Puggle and snuggle walking in - Pet Stores Near Me - Mason, Ohio

I've been going here for years for my dog. He's a big golden but typically gets groomed once a month. Some times we go a bit longer and he will get some mats in his fur. We'll he had one behind each ear last time we took him and they always have to cut them out, we'll they cut my dog, not once but twice and the worst part, they didn't even tell me. I found out when I was petting him a few days later and felt the bloody scabs behind both ears. So disappointed. At least have the decency to tell me that you cuz my dog. We won't be back. read more

This review is on the training and onboarding area only and their customer service. It's the worst experience I had today. Arrived there early since I booked a beginner training class for my puppy. I was told that the trainer will be back and waited for awhile. There's 3 customer service employees in the front desk chatting about different dog issues they are encountering in their day to day. Session starts at 1 pm and the dog trainer finally saw me and she mentioned that she know there's no training today and she said she will be back to check. Then it's 1:08 already and I saw the trainer in training session with one dog which means probably there's no beginning class. I approached the lady in the desk again and ask her if she could help me just cancel since it's clear that there's no training. She said oh well I told you there's the trainer and finally the guy I think ask the other customer service person for help. The young lady came out and told me if you booked it online and pay it there I don't see why you can't cancel it online. I said well it's clearly says in online to contact local PetSmart for schedule etc and I am here right In front of them that I would think they should be able to help me since they are the one who defaulted for not having the training session. The young lady finally looked for another person. Then finally the trainer was so nice enough to cancel the order since they cannot really provide the service. I just wished they would have informed me since I have to drive 28 minutes and waited. The lady who I asked for help initially to cancel was just not nice when she look and approach customer. She made you feel like you are bothering their chats. Even though I was asking nicely. As if it's my fault setting up and paying online. I would not recommend. Their system is not updated and they don't provide much help. read more

Terrible Customer Experience! I purchased a training package for my Pom, Tofu. We did one class and later realized that tofu is deaf. Needless to say we did not continue with the training. Covid came and time passed, naturally. When I finally had an opportunity to visit the store I talked to the staff: 1) There was a lack of compassion upon learning that Tofu was deaf. Worst than lack of compassion. The immediate response was...come back when rhe manager is here. 2). O attempt to do anything like look up the transaction, to at the very least validate that auch transaction and payment was made. 3) Absolutely lack of interest in helping me any way shape or form! Terrible customer service! All three persons in the front deck did absolutely nothing for me, not even an attempt to help! DO NOT GO TO THIS STORE OR PETSMART! PETCO PROVIDES MUCH BETTER SERVICE AND THEY SEEM TO KNOW HOW TO HIRE THE RIGHT PEOPLE ANA MANAGEMENT SEEM TO INVEST IN TRAINING THEIR EMPLOYEES! Shame on you PetSmart and your management is absolutely the worst for hiring the hiring people, lack or training and very poor management! read more

Horrible horrible horrible location for grooming. I had booked an appointment for 5 PM & I reached earlier to drop my dog. On my arrival an extremely rude groomer told me that I am dropping my dog very late and if I cannot pick my dog by 6pm they cannot guarantee my dog will be groomed properly and cannot guarantee his safety. They had called me earlier that day to check if I can come early. I normally accommodate such request but I could not get off work hence I reached around 4:45. On questioning why they didn't inform me on call that they cannot groom my dog properly if I drop around my scheduled appointment. They mentioned issues with online portal and She then proceeded to tell me to never come to this location as I'm always looking for later appointments. I have been coming to this location for a long time as this was closest to me but never again. The groomer was extremely rude and racist towards me and my dog. Avoid getting humiliated. Go to any other location but not this one. The manager tried to help but the groomers are highly unprofessional & I question if they even care for the pets. Threatening me that they cannot guarantee my pets safety is lowest form of human behavior. read more

Wow! This review is for the day camp. The employees are incredibly friendly and are very passionate about making sure your baby is taken care of. I have used a few other day camps while traveling on the east and west coast and this is by far the best one. What a gem! The pricing is incredibly reasonable and you even get your first play date for free. Yes free ninety nine. If you live in the area, I highly recommend at least giving it a shot. Look at the photo of my dog! She had a great time and was super tired out after. Win-win. read more

PetSmart - Penelope at day camp - Pet Stores Near Me - Mason, Ohio

I love this place and how they match prices and coupons. Pricematch from any internet site and coupons from any petstore. I do both at the same time. Friendly customer service. They always have deals on toys and used grooming service. Prices are higher normally. read more

Have been taking my dog Lenny there for the past two years for grooming and have not had a bad experience, but this made me look for another groomer. Traffic in Mason is notoriously bad. Left the house extra early (live in Blue Ash but make the trek because it is hard to find a good groomer). Had an appt to groom him last Friday when snowmageddan took place and they called to reschedule as the groomer could not make it. I was working on something and could not take the time to find a pen so I asked to please send me a confirmation in writing with the new appt time. She said she would do this and did not happen. The night before the appt tried to find it on the Petsmart website and it wasn't there. Thought maybe she just didn't get it scheduled? They called the next morning at 8:15 wanting to know where I was and I informed them why I didn't know the time of the appt. Rescheduled for Thursday at 2 pm. Traffic was HORRIBLE and caused me to be 7 minutes late. I called and told them I was in the parking lot and had been delayed due to traffic and would be there in one minute and they said NO! You need to reschedule. I asked the manager to intervene and should have saved myself the effort because he was no help at all. I was not 15 minutes late or 30 minutes late but 7 minutes. When I dropped him off previously, they told me the grooming can take up to 4 hours but normally have him done under that time. I was furious but didn't want to be a Karen but told the manager this was the worst customer service I have encountered and would not be back. They could not care at all. Fortunately found another groomer in Blue Ash the same day closer to my home who is a lot CHEAPER. I guess I should send Petsmart a thank you card. read more

PetSmart - Lenny - Pet Stores Near Me - Mason, Ohio

While this is a nice location, I feel compelled to share my slighty shady story. I switched cat litter over the summer to Nature's Miracle Natural. I usually go on the website to check stock before stopping into the store. For this particular item, the website price was $19.99 but only available for purchase online to pickup in store (no shipping). I saw it was in stock so just went directly to the store to pick myself. The IN STORE price was $21.99. I spoke to one of the managers regarding this and she claimed the website must have had a sale just that day and offered to price match just that one time. This WAS NOT a one time price difference, it is ALWAYS that way. So tell me why it is cheaper for me to buy online and pickup in store, than walk in and take it off the shelf? I feel sorry for people who are wasting several dollars a bag by what seems to be some sort of scam. I can see if it was cheaper on the website to offset paying for shipping, but that is obviously not the case here. I am SURE this is not the only item they are doing this on so BUYER BEWARE!!!!! *I HAVE been to other Petsmart locations which the in store price was THE SAME as the online price. Nuff said. read more

I have been taking my dog to groom with Haley and she is just wonderful, my dog loves her since she is very good with him. Haley is highly recommended, nice, friendly, love her job and very professional. read more

We live in CharlotteNC. During Hurricane Florence, we stayed at a relative's house. Our cats stayed at the pet hotel. We are very pleased. The cats had ample space and a caring staff. The staff emailed us pictures of our cats and kept us updated. When we picked up the cats, we received a report on how things had gone. Thank you read more

It's a nice place, nice employees, but the crickets we bought for my bearded dragon were dropping like flies. There were at least 10-15 dead per day, and we only bought 90 crickets. read more

The folks at the Mason PetSmart feel like family. Alex and I have been loyal customers since he was just a 13lb puppy. Now 112lbs later, PetSmart is still Alex's favorite place. The staff always greets us with big smiles & yummy treats. They go above & beyond to answer questions & recommend solutions for Alex's best interest. It's like talking to trusted friends, not high pressure sales people. Alex loves doggy day care. He always comes home exhausted after a long day of playing. The staff is attentive & caring to make each pet & parent feel special. For Christmas they made personalized ornaments for each family. But it's not just fun & games. I left Alex at the PetHotel for 2wks while out of town. I came home to a well trained puppy who had learned not to jump & to sit before getting pet. read more

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I just moved to Ohio and since the PetsMart with a PetsHotel is close to where I live I thought I should give it a try to board my dog (they were also one of the only ones opened over memorial day weekend plus they have a coupon one night free if paid for another night). But in hindsight, this was totally not worth it and will not bring my dog back there. She was really weird after I picked her up like she was sick and tired like she didn't sleep at all, her bark was squeaky and she had two open wounds on her mouth which looked a little infected. I unfortunately didn't see this when I picked her up but later on when I was home. I don't think this was from another dog but from laying on an unhygienic floor. She seemed to do better but got worse over the weekend so I took her to the vet who diagnosed kennel cough... I hope the antibiotics (which I pretty expensive!!!) will cure her. Obviously I signed a waiver at the beginning that they are not responsible if anything happens but I really expected a better quality care from a big chain like this. Will not go back there for sure! read more

Adopted my cat from this location, so I have a soft spot for them. I appreciate and admire how PetSmart contracts with local adoption agencies rather than running animal mill operations like other pet stores. This store is organized, and always well stocked. They are often a lot more pricey than online outlets, but have a good price matching policy if you show them the item. The docked star is for their checkout. The staff is always friendly, but no matter what time of day you go there's only one register open with a line five or six people deep. Another associate will sometimes show up, but on a few occasions I've waited 15+ minutes to checkout. Yikes. read more

I took Zeus in for grooming today with Heather. He is a 70lb long hair Shep/Newfie mix....so lots and lots of hair! We were greeted as soon as we walked in the store by three associates walking around the store as well as when we walked into the Grooming Salon. Awesome start! We checked into the Grooming Salon, they updated Zeus' information, checked for his updated rabies vaccination and then took him on back for his appointment. He was there for approximately three hours, which was in the time frame quoted to me when I dropped him off (2-3 hours). I picked him up and he looked great. The cut was great, they used the Furminator shampoo, conditioner and the Furminator tool on him to get rid of his excess hair. They used a grinder on his nails (way better than just cutting them - much smoother), cleaned his ears, brushed his teeth, trimmed up his paws and back end. They gave me a "report card" to tell me everything they did as well as a report on how his did today, which was "excellent"! The only reason I give 4 stars is I think the pricing is a little high for everything the total was $110.00 I had a $25.00 off coupon, so the total for today was $85.00. Which is a little more reasonable. Overall a great job today! read more

The employees have a real love for pets and respect for pet parents. They strive for the best life possible for all.

Had a very terrible experience in Springdale PetSmart grooming so I took my puppy here to finish getting groomed and the Staff was BEYOND Amazing patience with my William (Willie) and he came out looking soooo darn cute and well groomed! I'm picky on how I want him to look and treated and the patience that they had with him was fantastic! Definitely will recommend this location to people who care for their animals. The staff of the entire location was very friendly and welcoming. read more

Do not board your dog here! I don't think my dog was given doggie day camp even though we paid for it, because he was put in a cage when we dropped off at 9:30, and was still in a cage when we picked up at 3:40. We also did not see him at all in the day camp window. We did not get a report card because they were "too busy." We heard staff tell the person in front of us that they had given his dog a bath. When that customer left, they admitted it was a lie. We overhead staff discussing that another dog had fleas, and they had taken off my dog's flea collar for no reason! If we see even one flea, we will be demanding compensation for flea treatment. read more

All animals reptiles were in poor sanitary conditions The animals for reptiles were either dead dying or rotting I saw in one of the cages of the bearded dragons which are prone to parasites along with other animals were in dirty sanitary conditions and very malnourished most of the crickets were dead or dying same with the roaches customer service is great but the care for their animals are very bad I would highly avoid this area if you do not that's fine just ask for mangers to make sure you have good Quality care and food read more

I love this Petsmart! The staff is great and the manager is very helpful. He clearly cares about pets. As part of a rescue group that regularly does adoption events at the store I couldn't be more pleased with the care the staff shows to the animals. We are so lucky to able to showcase our cats and kittens here. Purrfect Friends loves Mason Petsmart! read more

This is absolutely the worst store I've ever been to. I overheard a manager tell a customer if you don't like it don't come back! Did he think he was Trump? He was so rude to this couple you had a standard poodle dog that it was shocking. I will never step foot in that store again and he owes those people an apology. I felt sorry for them. I overheard the lady say she had been bringing her dog there to get groomed for 13 years. Don't you think that dog would take precedent over nail clipping? I don't know it was weird I just won't be back! He needs to get out of retail! read more

I just the had worst experience at PetSmart in Mason. They are having a dog adoption blast, which is terrific, but where do you think they should put the dog cages? In the dog section? Yes, that would be my expectation as well. But no, they lined them up in the bird section, right next to the cat section, and right in front of where the cats and kittens up for adoption are. Picture a dozen dogs; barking, whining and excitedly jumping to anyone who walks by. Most walking by already have dogs, who are also jumping and barking. Now picture two very young kittens; alone, scared, hissing and crying at this traumatic miasma of people and dogs. And because of this, these cats will NEVER like dogs, and may never get over this trauma. Good job, idiots. I complained to the manager, I hope that they moved the dogs, or called the cat adoption people to come get the cats out of there. I wonder how anyone can be so completely stupid. This was a very dumb move by an organization who's mantra is how much they care about ALL animals. I can't bring myself to ever go there again. I'm pretty sure I am traumatized, too. :( If you're going to have a dog blast, tell the society that brings the cats not to come that day. Or...put the dogs in the dog section. Thoughtless morons! read more

We have two senior dogs that we boarded about two weeks ago at the Mason petsmart hotel. One dog has serious heart issues that requires four medications to be given four times daily as well as a specific dog food and her treats. We had boarded them previously at our vet but the dog with the health issues was in very rough shape when we picked them up so this is why we looked elsewhere for boarding. We stopped by to check out the hotel and knew they also had a vet on staff at the banfield clinic so this was a plus for us. After reviewing our situation the hotel manager said he would have to check with his boss and give us a call. Luckily they agreed to take our dogs. During their stay one of the workers caught a problem with the sick dog and called for permission to see the vet. We agreed and had great communication as to the problem and treatment. When we picked our pups up they were happy and healthy and clean!!! So different from what we experienced previously at our vet. I am so glad we found this hotel for our dogs. It is expensive but to know they care enough to make sure a sick dog is properly given its meds on time means the world to us. We will definitely use this place again. I would give them six stars if I could read more

I just got my poochon puppy Raja groomed with Aimee in the Mason store, and I was so happy with how she looked when I picked her up, she looked amazing. Thanks so much, Aimee for all the attention you gave to my little Raja. Looking forward to her next grooming. read more

I've spent a LOT of money at PetSmart over the years and have contributed significantly to their charity, however, the company lost my business and support when I found out they practice breed discrimination. I took my rescued pitbull mix (a former bait dog) to their dog daycare only to find out she would not be able to play with the other dogs. Since the VOA dog park has been basically shut down because of the mud, she's been desperately missing interaction and play with other dogs. I find it hard to believe that an animal-related organization this large is so ignorant and buys into the unsubstantiated myths about this breed. I have no doubt that the dog breeds that have shown aggression towards my Pittie while she tucked tail and cowered between my legs would be welcome to play with the other dogs. read more

I took my cat, Milo, to have Kitty Caps put on. I've done them myself but always end up getting super glue on my fingers. Also, I thought that the grooming team at Petsmart would do a better job of trimming his claws. I had to buy the Kitty Caps on my own. No big deal ($12 on sale). The charge for trimming his claws and putting them on was $22. Yikes. I was willing to pay, though, because I assumed they would do a far superior job than I. Wrong. Two of them popped off the same day, and two came off the next day. I'm really disappointed. For $34, they should have at least stayed on for a week. I won't go back and pay for them to do something that I can do better. read more

By far the best PetSmart I have ever been to. All of their small animals seem to be well cared for and I have yet to see a sick critter on the sales floor, I think this is partially due to the Mason Banfield's assistance with sick critters but I could be wrong. I've been going to this location for over 8 years and no other PetSmart compares to the Mason location. My family has boarded our dogs at the pet hotel on several occasions and we are beyond thrilled with the experience here. Even though leaving the fur babies behind can be difficult, we have the peace of mind that they are in good hands. We also go to the Banfield located in the back of the store, so it puts us at ease even more when we board them, knowing that they'll be in veterinary care if anything should go wrong. This PetSmart is also the location of several adoption events each weekend for local rescues, so I spend a lot of my time on Sundays at this location as I volunteer for one of the organizations who holds events here. Not to mention, there are several full time employees who are experienced and helpful who have been with the company for years and it's always a joy seeing them when we stop in. Worth mentioning is definitely the "face" of the Mason PetSmart, Collin. He's been working there for at least 5-6 years now and he will make your shopping experience wonderful. Not only is he super friendly and helpful, he also knows a lot of his frequent customers (and their pets) by name, which is so impressive for such a large store. I actually had a conversation with my dog obedience instructor where the Mason PetSmart was brought up and Collin became the topic of the conversation shortly afterwards, which shows how valued he is to his customers. If you have the pleasure of meeting him, or even going through his checkout lane, you'll understand why he's the customer FAVORITE! Overall, I can't say enough great things about this location. The only complaints I would have would be of PetSmart as a whole, and definitely not a reflection on the individual Mason store. Worth a visit! read more

I take my cat Oliver here for grooming with Carlie. She is the BEST!!! Always accommodating to us and my schedule, does a great grooming job, and gives Ollie SO much love and care. She continuously goes above and beyond for us and I can't say enough wonderful things about her. We will not go to anyone else and I'm so grateful we found and have her!! read more

I absolutely love this Petsmart, they truly feel like family. My dog, Ralphie loves to go to doggie day camp there! They treat him like family and I'm so grateful! read more

It's Petsmart. You know what you came here for. They probably have whatever you need for any pet you could think of. They probably have stuff for pets you wouldn't even think of. My go to store for anything pet related. read more

Nicole is the best trainer ever! She is always upbeat, positive, helpful and does great demonstrations! You can tell she cares and genuinely loves dogs and people. She also takes initiative and works individually with owners and their dogs if need be. read more

I have found everyone at Petsmart to be helpful. One of our dogs has done all the training there. Joe Duffy was the instructor...he is excellent. We have used the grooming, daycare, boarding, and training....and we have bought many, many, many things.... read more

My dog did so well getting her nails done for the first time at this location quite satisfied groomers were great definitely recommend it

As a veterinary professional and a pet owner, I am usually a fan of Petsmart. I shop there about once a week at the one near me. This particular store was clean, and things were well-stocked... just about everything was fine except the associates. I was asked 5 times in about 5 minutes whether or not I needed help. I literally had just finished telling one associate I did not need help, took 3 steps, and was asked again by another associate. Don't get me wrong, I do appreciate an associate coming up to ask if I need help finding something, but 5 times in such a short time is more than excessive and it's obnoxious. It's a shame, because if it weren't for the bombardment, I would have thought the store was a great place. I probably will not go to this location again because there is a location closer to me in which I am not constantly bothered. read more

Beware - do not take your dog to Petsmart! Their groomers are not trained nor friendly. I ask for a schnauzer cut and they destroyed his furnishings cutting all the hair on his legs and chest. Did not clean out or trim ears. Cut eyebrows on the wrong slant. Horrible experience for my dog who was shaking when I picked him up. Never, never again!! read more

Friendliest checkout people you'll ever meet, but the groomers could be better at customer service and how they treat the dogs. The hospital is great and they always have our cat's special dietary food in stock which is nice as they're the only store in town that carries it. read more

I am an animal rescue volunteer and Petsmart does so much to help our rescue. They take such good care of our animals housed there temporarily while up for adoption. They are very welcoming and accomodating to us every week when we come to do adoptions. The staff is conscientious and friendly. Petsmart has been an awesome partner in the animal adoption program. For this, we are so grateful!!! read more