I've take my dog to the pet hotel many times. This time I had ended his stay with a bath at pet smart grooming. I was called shortly after his appointment started and was told by the groomer he had a pretty good sized cut on his back that was bleeding so she wasn't able to service him. I was shocked and angry... because the cut had not been there before and NOT A SINGLE PERSON THERE HAD THE NERVE TO CALL ME AND TELL ME WHAT HAPPENED. Extremely upset I rushed to pet smart and to the hotel to pick him up where Kathy (A Pet Smart Hotel Employee) walked with me back to grooming as she hadn't been made aware of the incident that occurred at the hotel. Kathy... who I'm not sure how qualified she is working at the hotel to inform me the nature of his wound, had told me that it was an old scab! But when grooming had evaluated him 3 days prior there was no such thing. I was extremely angry and was ready to leave with him which they made extremely difficult. I rushed back to the hotel with Kathy and while I was waiting to pay she had the nerve to say "The more (my dog) stays here the more aggressive he gets" which I find to be extremely hard to believe as we've never gotten such a complaint. I told her not to worry about it and he wouldn't be coming back. I couldn't believe she Would've told me that had I not been angry with her... and such bad timing for a comment like that when my dog is bleeding down the hall. Kathy is by far the worst employee I've come into contact with at this PetSmart. I've been there multiple times for grooming and the hotel and yet none have been as awful as she has. She needs much more training in customer service before she's ever allowed to work a job like she currently has again. My dog was in pain and instead of letting me rush him to the pet she instead decided to waste my time by attacking both me and my dog verbally and having an attitude while doing so. I'll never let him go back there again. People who work with dogs should be some of the best and most kindest people around... Kathy is the exact opposite of the type of people that should be working in that hotel. read more

I must say that I enjoy taking my dog Spartacus here. Friendly staff and they love my dog!!!

Zero stars. There is an issue every single time we go there. Every. Single. Time. Upgrades we didn't order. Hidden charges. And they can't credit you in the salon, you have to go out to the registers where they question you again!!And nothing but attitude when we ask questions. Not to mention that the last two times we brought our dog home from there she was traumatized for days. Beware. read more

Worst place ever!!!! The employees in the grooming section are so rude ... attitude right when you walk in the door , they dont give you any information unless you specifically ask. I will never go back there again ! if I could review with no stars i would have read more

This Petsmart location has always been one of my favorites. The staff here seems to be really knowledgeable about their products. It's one of the newer locations in the area and it just seems to run better than the other stores. When I had my German Shepherd, I only bought his food from here (on a recommendation of one of the product specialist. Yes, I know it was probably crap). It actually stopped his tummy problems and gave him a shinier coat. Now with my evil pet bunny, she also gets food from here and loves it as well. Only problem their rabbit bedding is it's limited in selection. I've even inquired about the pet hotel portion and the staff was extremely helpful. I have a closer PetSmart near my house but I am willing to drive just to go here. read more

The staff members are very personable and friendly, however, I would not recommend taking puppies to this location for grooming if it can be avoided. On multiple occasions, I attempted to bring in my puppy for her routine grooming sessions. On the first occasion, the staff member was able to complete some tasks, but not everything, and it was obvious that my puppy was very uncomfortable when I came to pick her up. Additionally, it was reported that she was aggressive, which I HAVE NEVER SEEN AS HER OWNER AND AS A PUPPY WHO ENGAGES WITH MANY PEOPLE AND DOGS. Unfortunately, I have no way of really knowing what went on behind closed doors, but the reports of her behavior by her assigned staff member was not familiar to someone who plays and is around her everyday and watches how friendly she is with every human she comes in contact with. As expected, young puppies are prone to nipping when they are teething, scared, or in unfamiliar places. To groomers who care enough, this is expected from young puppies, and no reason to deny working with them unless they actually present a danger to themselves or the staff, which my puppy does not. Despite this, professional groomers with experience are able to accommodate and will have the experience to work with young puppies to make them feel comfortable with the process over time. I know this because after a failed attempt to take my puppy to this location, I then thankfully was able to take her to a private groomer in the area, and my experience was excellent!!!!! In that moment I knew that is was not that my puppy was aggressive, or that she cannot be groomed, it was that she did not feel comfortable with the prior groomer or location. Not only did my puppy respond well to her private groomer, but they were able to complete everything necessary during her grooming session. I even came back early and saw how patient and willing they were with her while peeping in the back. The difference was the private groomers had exceptional experience working with dogs of all ages and breeds, and they also had a willingness to work with a puppy that is very active, but also friendly and sweet when she feels safe. The private groomer and I both noticed that my puppy was traumatized when they attempted to cut around the face area, which I believe is attributable to the bad experience she had at this location. My advice is to go with the groomer with the most experience, even if it may cost more, because you don't want your puppy to experience trauma or come in contact with a staff member that simply does not have the experience to handle them appropriately. It is not worth the $20 dollar difference. I witnessed my puppy scream as the staff member who groomed her previously at this location simply approached her and touched her body, and I knew that something bad must have happened to her previously at this location. This was not my experience at our new private groomer, and it is unacceptable. read more

Had a terrible experience with their pet hotel!!! My 7-month-old puppy was having diarrhea after 5 days went to the pet hotel. Then I called them just wanna know what kind of food they feed my dog. All their irresponsible reply was "just all the food you give to us". And they didn't even check on my dogs ever since. I feel this is a pet hotel which cares less about your dog but more your money. I will never bring my dog to this hotel anymore!!! read more

Regularly leave our puppy here. Tried several other places and he would come back very skiddish - dont have those issues here. Friendly staff, very understanding of my overprotective wife.....lol read more

Friendly staff, clean store. In the winter when my dog would get restless, I would take him there just to walk around and socialize. Almost everyone that worked there knew him by name, especially the staff at the PetsHotel. If we had to leave for any amount of time and couldn't take him with us, we knew we could leave him at the hotel and he'd be in great hands. At the end of his stay, he'd get a little report card that told how he ate, slept, and any other things we should know. In all, a great business with great people. read more

My golden is 3 and we have always brought him to be groomed here. The last time they did a horrible job! He had patches of fur gone and had parts that were longer andnparts that were shorter. He really looked like his hair was falling out in patches it was so bad. I had also paid for their service called the fuirminator where they use a special shampoo and brush and dry and brush the dog to pull out the extra undercoat. I have always done this service and never had an issue but that day my dog decide to be scared for the dryer so I was still charge for the furminator while he air dried for hours. When I called and complained they asked me to bring him back in for their manager to fix. She was so rude! I walked out with another customer who also commented on the attitude of the manager towards me. I was very upset by the entire ordeal and talked to the store manager. She was very nice and appologized and I was offered a free nail grinding for my next visit if I chose to come back. I waited a long time and decided that I would give them one last shot. They had only done a bad job once and my dog was comfortable going there. When I called I was placed on hold three different times before someone would help me. When the gentlemen finally helped me picked up he goes "yeah you werent happy here last time so what makes you think this time will be different?" I was in shock that I was just spoken to that way after complaining ONE time! I asked to speak to the manager and she told me I was not welcome to get my dog groomed there anymore. I told her I would also no longer be spending the $100+ a month I spend in their store eiter. I also inquired about my free nail grinding I was promised. She said there was no record of that being promised and regardless it wasn't a good idea for them to preform any service on my dog. I could see being asked not to come back if I had complained multiple times and was causing a ruckus and yelling but I haven't! I have had conversations with them over the phone and have not been disrespectful! The entire situation is absurd and I would strongly urge you to find more professional people to do business with for the sake of your pet and your sanity! read more

Shouldn't take anyone 4 hrs to give a dog a bath. What a traumatic experience for a shelter dog. I've taken her to another Petsmart and the same service was done in 1.5hrs. On the other hand we did take our dog here for 2 different training courses and Sheila was awesome! read more

We love the grooming section at the Naperville PetSmart...we take our labradoodle there all the time and specifically request Amanda...she is GREAT...our dog is a part of our family and Amanda treats her that way when she grooms her...Amanda always does a great job and adds that special touch every time...if you want your dog to be groomed and treated the way you treat your dog then I would HIGHLY recommend requesting Amanda...we will continue to use the PetSmart in Naperville and ALWAYS have Amanda groom our Tessa. read more

TERRIBLE experience with GROOMERS. I Paid $114 for both my English bulldogs to get upgraded bath packages. I looked them over and NONE of their face wrinkles were cleaned, the one who we paid extra for shed and extreme brush out had hair ALL OVER HIM and one of their ears was never even wiped out. I know that bc with a simple swipe of a Kleenex I was able to clean a lot of gunk. I immediately called and spoke with their manager and was offered for me to make a 2nd trip to bring them back right away and have all the "missed tasks" done. The manager herself even admitted the groomer "probably forgot"...how do you "FORGET" when someone is paying over $100 for a bath appt?! If bulldogs have soap/water trapped in their wrinkles and not cleaned and wiped dry after a bath it is a breeding ground for yeast and skin infections....every bulldog and groomer knows that. Not to mention HE was the one that came and found us in the store to say they were ready. No way do I trust them to take care of my fur babies for a second time! They obviously do not have the dogs best interests in mind. read more

WHAT A NIGHTMARE EXPERIENCE!! I took my 18 month old dog for grooming here. The groomer was very rough with my dog who was sent home with bleeding gums that hurt so much she didn't eat! The groomer was rude and spat out an unwanted false remark that my dog is a 'menace'. My dog is the sweetest puppy ever and is very friendly! I went back and complained and had to insist on having my dog seen by a doctor. Those Banfield hospital doctors work well with this kind of abusive grooming and won't accept that it was their mistake. NEVER taking her there again for grooming. My dog has not yet healed.. it has been 4 weeks. I don't have the money to sue your monstrous corporation for this. Step up and accept your fault Petsmart. Check your groomers.. you have a few psychotic ones there that need to be checked if they really like what they are doing or are letting out their personal frustration on innocent animals who can't speak for themselves. Stop! Just stop! read more

I made an appointment at your Banfield Hospital located within PetSmart (3111 111 St. Naperville, IL. 60564) almost a month ago. When I showed up the morning of the appointment there was no record of the appointment being made. I showed her the copy of the email. She explained that the email was just a request and was "meaningless" until someone from the hospital called to confirm it. I explained that no one from their organization made any attempt to contact me. She replied, "Well they should have. Sorry were booked." I could not believe she would not honor the appointment even after showing here the email and she admitted that it was PetSmart/Banfield's fault that no one called me back. I explained that this is my only day off and that is the reason I made the appointment so far in advanced. She said the best she could do for me was 2:30. I planned my whole day around the 9:00 AM vet appointment. I had another appointment scheduled during that time. After a long heated argument I walked away. I heard a loud "slap". When I turned around she was giving me the middle finger. I called a link on the Banfield website entitled "Hospital Feedback." This was clearly the wrong number, because whoever I talked to was clearly confused as to why I was calling her. She showed little sympathy for my situation as she talked to me in an almost robotic voice as if she was reading out of a book. "Thank you for calling. Your concerns will be forwarded to the appropriate department. Is there anything else I can help you with?" Realizing this was a waste of my time; I called PetSmart directly and asked to speak with a manager. She had someone from the hospital call me back. Probably the same girl who flipped me off, who once again said the only open appointment was at 2:30. If this is the way I am going to be treated, I will take my business elsewhere. read more

Heather grooms my dog Keely and does a fabulous job! Keely always looks so pretty when she comes home.

PetSmart's grooming department, in Naperville, offers all around outstanding service. We have 2 large breed mixed dogs, a 1-year old puppy and a 7-year old adult dog and this location does everything from give them baths and hair trims to nail grinding and full service grooming. The entire staff is welcoming, professional and helpful. In particular, Amanda T. is incredibly knowledgeable, informative and friendly. Moreover, she is an excellent groomer, with a calm and truly caring nature. Our family highly recommends this Petsmart location, especially the grooming department. read more

This location is absolutely disgusting. Not only is the general store unkempt and the staff untrained, but the animals that they sell are in general terrible condition. Guinea pigs are visibly sick and the hamsters were out of food and water. The staff refused to show my child a hamster, saying that they were too busy. Well, they not only lost a sale, but a customer. I'll go to Pet Supplies Plus for my animal needs instead. Not only are they cheaper pricewise, but they also actually care about me as a customer. I am appalled that this location is still in business. read more

Great with exchanges for products that didn't work for my Shihtzu, however first grooming experience at this location, and she was sick with diarrhea for the next 24 hours! Friendly staff, great hair cut, but clean the kennels after each dog please! read more

I have only had my dog's nails trimmed, never a full grooming. They do a decent job and it only takes a few minutes while I go and pay for it. However, one thing that I've frequently noticed; the floor is often covered with dog hair from trims. This is even when they are not busy. One would think that after each trim the groomer would sweep up the dog hair. it doesn't look clean or professional. read more

Took my 2 basset hounds here for a bath. Only have done it a couple times before. First time I took only one, could swear they never even got her wet. Second time, took the other one (the extremely stinky one due to drool) they actually did a good job that time. this third time. brought both of them. Dropped them off and less than 2 hours later they called that they were done. We get there (10 minutes after they called) and they are bone dry. Not even damp. Their hair take forever to dry when we give them baths. Even when under the dryer for 15 minutes there's no way they should be completely dry. And before even leaving the store I could smell them. They smelled worse then before we dropped them off. Now today we gave them a bath at home. And low and behold they don't stink! Wow! The concept. So the almost $100 we gave the Petsmart, we are just considering a donation, it's gone. NEVER GOING BACK. Not even for their food. One more thing I forgot. They said they cleaned their ears also. Ummmm Not even close. They were still filthy. Plus they didn't even do their anal glands, which is supposed to be included. According to the list of items that is included with the bath. These bathers are just plain lazy, read more

I board both my dog there. I have a Husky & a Pit bull. The staff is friendly & professional. My pit can not have group play, but the staff will do individual play time with her. I have boarded my dogs several times and have used the doggie day camp too. Every time I bring my girls in the staff always greets us with a big smile. Another reason I like Petsmart is that they have a staff member on duty 24 hours a day. My girls enjoy their stay there, the facility is always neat and clean and the dogs are always supervised. The rooms they use are large and roomy & airy. When you pick up your pet they give you a report card to let you know how your pet did, Plus you can call and "speak" with you pet if you wish. Petsmart is the choice for my family. read more

We bring our morkie to this Petsmart location to get groomed. He has anxiety and does not usually warm up immediately to people, but Laurel always does a great job with grooming him. He is usually nervous when we bring him in but once he sees Laurel he gets really excited to see her! She does a great job giving him a nice clean cut, which is definitely a tough task considering how anxious and fidgety our little dog is. read more

I have brought my 5 year old Border Collie in since she was a baby to get a bath/haircut. We go about 3-4x a year, so I would say, we have done about 20 grooming sessions over her lifetime, almost always at this location. I would say, we have been happy with half of them. However, the last few have gotten worse and worse, leading up to our worst experience ever over the weekend. We brought her in at 5:00pm, knowing they close at 9, so they could not keep her in a cage for any longer than needed. Last time, we brought her in at 8am, they told us it would be 3 hours, and she was there almost 10 hours. So I got there at 8:00 after they called, and they told me she was being aggressive towards the hose, so they did not want to stress her out anymore by doing anymore. I asked if she ever bit them, or if they felt like she was, and she said absolutely not. They even said on the paperwork, she was sweet at times, just didn't like anything around the face. I also warned them up front, NOT to use the blowdryer on her face, she doesn't like that. Needless to say, when they brought her out, they did not cut her hair, and did not grind her nails. Her backside was still very wet, as was her face, and there were clumps of hair all over her. They hand me by bill, which was $82, ($5 more than I ever normally pay). They told me they discounted it since they did not give her a haircut. I told them, this was not a discount, in fact, its more. So they call over a manager, and tell me that I have to pay. I refused to pay for a haircut/grinding when nothing had been done. After speaking with a manager, they told me they would reduce the cost to a bath of $49. I told them that I did not even want the bath, that's just what has to be done in order to get a haircut according to the groomers. I just wanted a hair trim and nail grinding. So in the end, I had to pay $49 for them to literally get my dog wet, and then have me pick her up, bring her home, dry her, comb her hair, and now will have to pay full price somewhere else that can actually do their job. I called corporate and I am waiting on a call back to see if I can get my money back, as I feel robbed. read more

If you need it for your pet, it's there! Prices are ok. Staff is very friendly and helpful. I have not used the doggie daycare or the groomer so I can't comment on that. read more

Big selection of everything, great fish area. Their prices for dog food can be way higher than nearby stores, but they will match competitors. read more

3 yr old pooch always gets a good grooming. I love the pet hotel when going on long day trips. Very nice staff too! Would very much recommend! read more

We've been using Doggie Daycamp for about 6 months and have had great experience. The store is very clean and the staff is very friendly and they're always been able to accommodate last minute drop offs. Being able to drop off during the week at 7:00am is a plus. About a month ago our Husky was bitten on the snout by another dog. They contacted my wife right away and had the wound looked at and treated by the in house Veterinarian. When my wife picked up our dog they briefed her on everything that happen and scheduled a follow up visit. The staff told her the other dogs owner would be billed for the care and that we wouldn't be charged for the day. I'm very understanding that dogs can be unpredictable and sometimes these things happen. I would like to commend the staff there on how well they handled this and will continue to use their services. We also have had positive experience with the grooming department. read more

This is in response to the last review. Since when do we live in a world where if someone in the store does not ask if you need help...they are not doing their job? I could see if you asked for help and nobody came to you. Really if you needed help or had some questions I am sure that they would have been more than happy to help you. Anytime I have a question they are very knowledgeable and helpful. DO we really need them to hire additional employees to walk the store asking people if they need help? Wont that just bring the prices up! And I really find that irritating in other stores when I am constantly asked if I need help. Really, if help is needed I know how to ask! As far as shuffling you to the side to fill out your card I think that is great service and wish more places did that. If you were standing behind someone who needed to fill out a form you would be glad to get rang up. How did this inconvenience you? No offense because I don't know the last reviewer personally, but I just think that it was unfair to give a low rating for such petty things. read more