While I give this store 4 stars, the employee that helped me today would receive a ZERO rating. I went in this morning to get a puppy gate. I found what I needed but the pricing, below the item, was vague at best. I assumed it was the cheaper of the 2items that were in the bin, but again, very vague. I went to check out and the kid behind the counter, young man with a beard, rang it up much higher than it was labeled in the bin. I questioned the price and he responded, "Stuff don't come cheap." So I suggested they pay more attention to their pricing. I paid, not happy mind you, and left. Half way home, I went online and saw that the price was nearly $60 cheaper than what I had just paid. I turned around and went back to get the advertised price. I went to the same rude guy, showed him the online price and all he said was, "Sometimes our prices on line are wrong for some reason." I was refunded the difference and upon getting my new receipt, the bearded guy brushed me off with a snotty comment while handing it to me, "Have a good one.", and without even looking at me, focused on the next customer in line. Petsmart, not only do I suggest you pay more attention to how you price and label items, you also focus on CUSTOMER RELATIONS. I shop with you alot and this was the worst treatment I have ever received by one of your employees. I WILL NOT deal with that guy again. read more

I can't believe I even have to give one star for what I just witnessed. Took my dog in for a nail trim and was caught off guard by a small white dog squealing in pain on a grooming table. The groomer then grabbed a matted piece of hair and yanked it off the dog, causing it to squeal again. I got her name, Miranda, and immediately went to find a manager. When I explained what I saw to Kelly, she went to investigate. Unfortunately, she came out of the grooming area full of BS explanations about why that treatment was necessary. Clearly store management has no oversight over the cruel treatment handed out by the grooming staff. Needless to say I won't be using their "services" again. read more

Today, 12/26/16, I learned, that despite what is written on the back of the receipt PETSMART DOES NOT honor its return policy. I purposely bought a toy, labeled Tuff Stuff, made of tough fire hose. My mid size labradoodle had punctured the snout and tore off the tongue of this toy in 10 minutes. I was rudely told by Store Manager of the day that "dogs have sharp teeth" ,"toys are not indestructible". The toys manufacturer states very clearly on the tag to return to the store if not satisfied. I carefully read the return policy on the receipt. No language of any type states that PETSMART does not accept toy returns. In fact it is VERY clear on what is not returnable and it DOES NOT include toys! The aisle displaying toys also has NO DISCLAIMER. It DOES encourage the purchase of many toys made of lesser value! Thank you PETSMART! I always wanted to donate to a FOR PROFIT company!! There WILL NEVER be a next time! Overpriced and disregard for your OWN policies. PPS! PISS POOR SERVICE!!! read more

I left my cat at the Pet Hotel for 2 weeks while I made a trip East. Two days later, I get a call saying "We can't keep your cat, he pooped outside the box and got it all over himself." Well, this doesn't sound like a big problem to me, but apparently, they considered him a special needs cat; they said that they're not allowed to clean him and he needs extra care. I didn't have anyone who could pick him up, so they said they would transfer him to the emergency vet they have a contract with. This would cost me $85 for the intake, and over $50 per day for boarding, more expensive than my whole trip! So later that night, I get a call from the manager complaining about my cat soiling himself. I asked how many times he had done that (since he never has done it at home). She said "I don't know, he's been like that since I got here." My elderly Maine Coon, lying for at least 12 hours in his own excrement and no one is allowed to clean him up? The following morning, I found a kind and caring local cat sitter who would pick up my cat and deliver him to a vet for boarding. I called Petsmart, and the manager said that they had used some dry shampoo on my cat, but just on his sensitive areas. They hadn't cleaned the feces out of his fur or skin. If they were babysitting a child who had messed his diaper, would they leave him to lie in it all night and all day? Probably. This sounds a lot like animal cruelty to me, and I think all of these Petsmart Pet Hotels should be shut down, considering all of the complaints I've seen on the web. read more

So disappointed, again. My 2 dogs didn't get "groomed" based on their breed and how they should look. Their hair is GONE and they look hideous. So bummed, especially after almost $200 spent. $15 furminator each....THEY HAVE NO HAIR LEFT TO FURMINATE!!! read more

Just because my boyfriend and I were younger and not our 40 year old parents the grooming staff treated us differently from the other customers around us. It was crazy to see how nice they were to older customers but how rude they were to us. Guess I gotta send my mom to get my dogs hair groomed so he can see... read more

DO NOT SHARE YOUR CONTACT INFORMATION with PetSmart unless you want text and email promotions. Once I reached the front of a long check-out line of customers, the clerk asked me to check my contact information on the screen to see if it was correct. They had my business email and I did not want anything sent there. Clerk: What email address do you want us to send promotions? Me: I don't want promotions. I'm not going to share my email address in front of a line of customers. Clerk: Well, we need it. Me: Delete my account. Clerk (as the line behind me grows): We can't do that. * I changed the email address to an account I created for spam. * Me: How do I delete my account information from your records? Clerk: I don't know. I don't think you can. Me: Does PetSmart sell or share my information to other third parties. Clerk: I don't know. I received PetSmart promotional text messages on my business phone before I left the store. I called Pet Smart and talked to Customer Service (in Florida) to delete my account. It was not a simple process, but he said completion of deleting my account information would take 3-5 business days. All I know is this: I will never shop at PetSmart again. For more information about PetSmart's privacy policy (PetSmart does NOT keep your contact information private), go to https://www.petsmart.com/help/privacy-policy-H0011.html. UPDATE 9/24/2018: I continue to receive PetSmart email promotions. I can't control who they sell my information to, but I can block and spam PetSmart. read more

Great place for pet supplies. Little pricey compared to other places, but a lot more variety and options. Wish the toys wouldn't break 5 minutes after getting them home, but it is what it is. Wish I could adopt all the pets in there though! read more

The groomers are wonderfully gentle with our Great Dane as she is often there getting her nails ground. They have come to know her and a few recognize her on sight and welcome her by name. read more

This is a worthless f***ing company. I asked them for a box to transport a rodent in, that I know they have, that they give out for free, and they refused to give one to me. No customer service, no respect. I would rather shop at walmart with no help than ever come back here again. Plus every worker I saw in there was bitchy and rude to everyone they were helping. I don't quite understand petsmarts stand on taking care of their customers but I know if I acted like they do at my job I would be fired. Quickly. I guess that's why they're working for minimum wage at a petstore instead of having a real job. But this company has lost a customer for good, all over something that wouldn't have cost them a penny to make me happy. read more

I took my Yorkie Poo into the groomers and asked for a walk in appointment. They made time for her first groom and bath. I was a little skeptical because of the bad review but when I got back she looked so cute! You could tell she had a bath because she smelled soooo good and her hair was shorter but not too short. I was worried she would look like a shaved rat but they did an amazing job! read more

Have gotten our dog groomed at a special pet spa for years, never very impressed. Went to petsmart for his haircut and oh my gosh! This is how a dachshund should look! read more

As a former employee who put my own dreams on pause to make Petsmart my priority for 8 years, I am sad to say that this location is not remotely the special store that it once was. Yes, petsmart is a nationwide chain, but the former store manager along with her former associates were the most caring and compassionate people I have had the pleasure to know and work for. The current manager who has been in-house since 2017 has seen more turnover than in any other petsmart store. He no longer values his caring employees, there is no investment in individual development to address issues and grow and improve, it is all very sadly politics. The 11501 petsmart location is Scott Stephens private boardgame, the associates are his pawns. I would encourage everyone to visit other stores before this location, as at this location you will only be seen as a dollar sign and that is all they will care about from you. read more

My dogs love the PetsHotel and frequent Doggie Day Camp! We enjoy the drop off and pick up times being so early and so late. Makes it easier to plan my day. read more

my sister boarded her dogs at this location and they all came out with vomiting and diarrhea. One had to be taken to the emergency vet clinic for two days. She talked to the manager and they would take no responsibility or help pay the very expensive vet bills. Do NOT use this facility! Obviously not a clean environment. read more

Terrible experience with the grooming department. We were regulars there for a few months but never again. We dropped off our dog for a bath and trim and when I went to pick him up the person who went to get him from the back came up front and mumbled something to the girl who groomed him. She told me he had "drooled on his paws" and she had to dry them. As it turns out that was her trying to cover up the fact that he had been scratching at the crate so long he sliced up his paws and had been bleeding all over the place. They did pay the $200 vet bill but now he is mysteriously traumatized by being in a crate. We can't even crate him at home anymore. The corporate office did nothing of course. I wouldn't trust these people with a stuffed dog. read more

If I could give a negative rating, I would. Think of the worst boarding experience you've dealt with and then times it by 10. The shift manager, Crystal, takes no ownership of any issues and shows a complete lack of empathy. We will never board our pet at this location again. read more

The PetSmart PetHotel has been a god-send during our move to Kansas. Our rambunctious 1 year old puppy enjoys the daycare playtimes and sleeps in his own little room with a cot. The counter at the front of the hotel looks like a real hotel counter, complete with free dog biscuits. At the end of your visit, a Report Card summarizes how he was during the stay -- a nice touch. read more

I took my kids to purchase their beta fish. They bought two betas with a small dual holder. The service was pretty bad. They have all these teenagers working with no service skills. We ended purchasing the fish and left without really talking to anyone. Staff playing on their cells or talking to each other rather than assisting. read more

When asked if I needed a receipt I said no figuring I would be using the products soon. Got home and found I already had a certain item. Went to return it the next day and gave my credit card and rewards card so they could find it. They had no record of the transaction. Because there was only one cashier and a very long line I didn't argue and just took the store credit. However, I really don't think I'll shop there again. This is the second poor customer service experience at this store and I do learn from past mistakes. They are very short on staff and even shorter on people who care. read more

Dropped my sheltie off at 7 am for a grooming appointment I had made three days earlier. I understood that her grooming was not scheduled until 1:00 but had to be at work so dropped her off early. I had been there twice before and was not impressed with the attitude of the grooming staff, but it was convenient so after some debate, decided to try it again. When I returned to pick her up she had not been touched. I was told by the bather that there had been a "miscommunication" and that if I wanted to leave her for another hour they could get her done. They had checked to see if she was staying at the "hotel" but was told she was not. I still don't understand why they didn't groom her; she was in the grooming area, had an appointment and I had left explicit instructions about what I did and did not want done. She's a rescue dog and gets very nervous. She had already been subjected to a strange kennel and barking dogs for nine hours; I was not about to leave her for another hour! I asked to speak to a manager. A woman talking to an employee behind the counter where I was standing told me that she was the manager, but she was too busy to talk to me right then. DO NOT TAKE YOUR DOG TO THIS PLACE. They are uncaring, disorganized and who knows how they treat the animals behind the closed doors. read more

DONT TAKE YOUR DOG THERE...... my new adopted small poodle mix had so much hair when I adopted her. I went to the groomer at petSmart in overland Park and told the groomer her hair is too long and I needed it short so I can comb it without hurting her she had curly hair. the Groomer said not to worry and I told her I will shop around the store and be back in 30 minutes to look at her throughout the window. I came back assuming they gave her a bath with a blow dry and will start cutting the hair. to my surprise my dog was almost done and she looked like a 13 pound RAT........ I almost fainted but her hair was already shaved nothing I can do I took my dog and cried for an hour in the car before I took her home. My husband could not believe that was a hair cut the body was almost bald and left little hair on the tail. I plan on writing my story on every media possible starting with my 1,459.00 friends on Facebook then twitter with pictures we took of my poor dog. I paid $70.00 dollars for my dog to look like a RAT. and I was charged extra for conditioning my dog. she shaved her before she gave her a bathe and a blow dry to soften her hair so the cut is not painful. How could a big company like PetSmart hire un-proffesional people. shame on you....... read more

My dogs love it here. They always have fun playing with the other dogs and the staff is great. They take great care of my pups. I did have a situation when one of my dogs was not able to board because he had just received his shots but the hotel staff was very nice and explained that they could not accept him for his safety and the safety of the other pets that they board. I am so glad that they explained that so I did not put my baby in jeopardy of getting sick. Thanks for being so great to my "kids". read more

If you want your dog to get kennel cough take them here. The petsmart hotel is awful. My dog has been here 4 times an has gotten kennel cough 2x already. The vet clinic here doesn't even recommend having your dog be boarded here. This place is terrible and unsanitary. Do not take your dog here! read more

One of the worst boarding experiences we have ever had. The management staff has no sense of customer service. The shift manager we dealt with seemed to have no empathy for her customers and was one of the rudest people I have ever dealt with. The young people (probably hourly) employees were very friendly and the people who run the doggy daycare seemed fine. I can only hope that people from the front desk have ZERO interaction with the animals. Avoid at all costs! read more

I can not find a comments section on your website so i am hoping this gets the right place. Petsmart Pets Hotel (Overland Park Store #237) ruined our families Christmas this year. We had scheduled months in advance to have our reservation. I called multiple times to confirm everything was set for our 2 year old and 5 month old puppies. I also called to make sure that Pets hotel was going to contact Banfield pet hospital to ensure everything was alright as my puppy has Demodectic mange (which is not contagious). I was told by our vet (at Banfield inside a Petsmart ) and by the lady i spoke to on the phone that everything was alright. When we got to Petsmart on Christmas EVE to check in our dogs is when everything went wrong. AFTER taking both of our dogs back and being there for at least 15 minutes. The girls at front desk ask me what the medication I have is for (which i already called and talked to someone at Petsmart about). They weren't sure if they could take the puppy. The manager came out and said she could "lock the puppy in a closet for 3 days until they get a hold of the vet". We decided we would not leave the puppy but leave our 2 year old lab. As we are walking out the manager says she can no longer take either dog and brings out our lab. ON CHRISTMAS EVE.... 4 hours before our flight home to see our family for the first time in 3 years. I am completely on board that sick dogs and puppies can not be boarded. What I am not on board with is 1. "someone in the call center not putting notes in the system" 2. Not being told I am talking to a call center in the first place 3. locking a puppy in a closet for 3 days. 4.We are now out $500 plus and the time we were supposed to spend with our families. read more

I have taken my dogs to Petsmart for years, but the last experience I had was shocking & terrible! I will NEVER get my dogs groomed or shop there ever again. After I was turned away for the groomers falsely accusing my dogs of being Bully Breeds (One is a lab, one a boxer & the other a shitzu!) I've even taken my pets there before, yet they still refused me. I asked if they would check in their records to prove what I said was true and they refused. I was never rude, I never rose my voice (I was in total shock). I left Petsmart with my 3 dogs & 3 year old son in tears! It was a nightmare & I was so confused & in disbelief for a while after that occurrence. The staff disrespected me & after I filed a complaint with their manager, they never returned my call. I contacted the corporate office & sent them a written complaint and THEY never responded either. I think I need to take legal action because they are trying to cover their tracks. No apologies, NOTHING. read more

Do NOT bring your dog here for grooming. Unprofessional, unkind to the animals. I took my dog here for more than 2 yrs., and was more or less happy with the grooming. They kept raising the price for grooming, and I finally got tired of it. I complained to them, that they had three chances to tell me they had increased the price by $5.00, before I picked my dog up--and they didn't. When I came back for the next appointment, the person who waited on me called the manager of the salon, and the two started whispering about what was typed on the computer screen--which was turned away from me. I asked if someone had entered into the computer that I was unhappy the last time I had been in, and they said yes. I explained that no one had told me they raised the price by $5.00 until it was time to pay. They went ahead and groomed my dog, but when I came back to pick my dog up, they told me that he was not welcome in their salon any longer--that I should really have him "sedated" by a vet and then groomed---EXCUSE ME??? They said he had tried to bite the groomer when she shaved his "behind". Trust me, I have seen, on several occasions, how rough they are with the dogs. My dog is 14, and is now afraid to be taken to the groomers; he starts shaking violently, the minute I get inside the pet store. Thanks a LOT, Petsmart grooming department--you have terrified my dog, and made the grooming experience a nightmare. Your groomers NEVER smile, look like they ALL hate their jobs, and generally make you wish you had taken your dog ANYWHERE else... read more

I was taking my mini goldendoodle puppy to this location for grooming every 4-6 weeks when I first got her. Everything went well in the beginning, but went downhill as I learned more about her breed and what's required. Poodles have hair that grows in their ears that has to be plucked every so often, and this was not being done at all during the 4 times I took her to be groomed. By the time I figured it out and took care of it myself, she had matted hair with earwax clogging both ears (not fun for me or her to take care of). They also were not trimming her ears in the beginning which then had to be shaved. To top it all off, the last time I went there for her grooming I was made to feel dumb and as though only my lack of care had caused the problems with her ears. There are a couple of nice people that work there, but it isn't across the board by any means. I will continue to use this location for my retail needs because the prices with the Pet Perks are great, but I will never use them for grooming again. read more

I was disappointed with the experience we had at this particular Petsmart with the grooming and the poor communication between the Petshotel and the groomers. I had set up my dogs stay one night's stay with grooming and was told we could pick my dog up anytime before close. We gave them a pick up time that was pretty close to when they closed, but they said it would be fine. When we checked in we asked to have him groomed the same as last time which was a half inch. When we got there to pick him up from the PetsHotel about 30 minutes before our original check out time they commented that we were "finally there". He was still in the grooming salon. It looked like they did not take anything off when they cut his fur and he had a spot of yellow on his chest. It was a waste of money for the cut and bath. They also forgot to give us his dog food container at the PetsHotel. We were confused as to why the communication was so bad and were frustrated that he came back from the groomers needing a hair cut and a bath. The grooming was much better at the Petsmart on 119th Street. read more