Stay away! I have never been treated so much like I was a criminal. We booked a first time reservation with their pet hotel. We were told we would need to bring verification that our dog was updated on his shots. No problem. We got there, showed our records. The lady (who said she was the manager) said they were not good enough. She couldn't comprehend that February is after January. She accused us of forging our shots records. She should not have been in this field, let alone a manager. If this is the kind of people that represent the company, it makes me wonder about how they treat animals. I would give this zero stars if I could. I will never go to PetSmart ever again. read more

Would like to make something very clear -- this one star rating is NOT for the store itself. The employees in the store are very friendly and personable. This rating is for the Petsmart boarding facility. I initially had given the Petsmart Hotel a rave five star review back in April 2014 after using their boarding facilities for our fur babies. We had no problems whatsoever and were very pleased with the level of service provided. I had removed that review after we used their boarding facility again in June 2014. Not sure what happened to my Scottish Terrier while we were gone 5 days in June, but his behavior was EXTREMELY different upon returning from our trip. After we paid for the boarding and grooming -- he was taken from the back and brought around to us -- he did not meet us with his usual ecstatic greeting, but instead belly crawled towards us and rolled over submissively. I asked the kennel attendant if anything happened to him -- he knew nothing and chalked it up as anxiety. If any of you knew my dog -- he is the typical terrier who is so psyched about life and cannot wait to chase the next squirrel or lizard. Wanted to give PetSmart the benefit of the doubt by giving my baby a few days to re-acclimate. Here we are almost three months later and two visits to our vet -- our fur baby is still retreating under our bed (never did this before being boarded --EVER), being aggressive towards people and other animals, but worse he is going after people coming to visit us. Terrified he is going to bite someone. I want to reiterate that our dog NEVER did this before -- he was the sweetest, most loving, adventurous and out going dog you have ever seen. Our vet really had no explanation other than pets cannot tell us what happens to them when they are not with us -- he has given us some information on a local dog behaviorist he recommends. We can only go by our pets behavior and our fur baby should have chilled out after a week. Perhaps time heals all and he will eventually go back to his old self. One thing is for sure -- if you cannot go to the back area where your pets are being boarded -- turn around and leave. It would be like leaving your children at a day care facility and not being able to see where they would be playing all day. Will invest in a pet sitter in the future -- unfortunately the damage is done for us, but if you are reading this review and are considering leaving your pets -- think twice. read more

Horrible Pet hotel, Do not take your pet there. My dog was there for 5 days, she lost 3 lbs and had a crazy diarrhea when she get home. Manager responsed to our situation and keep saying it was cause by different environment and dog food. My dog never have a diarrhea before, i dont know how bad is the hotel dog food or how they treat our dog, now we have to take her to vet. read more

If I could give this place negative stars I would. Showed up with an appointment for day camp then was told that I didn't have my medication for my dog properly set up (again I told them about this when I set him up). Finally after waiting for 45 minutes now very late to work, I left with my dog in tow because they couldn't figure it out. Thanks petsmart. read more

Never never never go to this Petsmart. They don't call u when there is an issue with paperwork they wait until you get there then they screw you. I had to miss my nieces wedding because of Petsmart and the associate Brian who was rude and Callus.make sure you have all unnecessary shots that you don't know to ask your vet for just so you can put your fur family at this shitty place. read more

This is about the Pet Hotel, but their policy will prevent me from shopping at the store altogether. I called today attempting to board her but was informed that it is "not in their best interests" to board her anymore due to her "peeing everywhere." The guy on the phone said they had informed me of this when I last picked her up, but they had not, so my vacation plans got a little messed up due to poor communication. The situation is that she's an elderly dog and the pet hotel only walks the dogs twice a day. When I had picked her up the last time, she ended up having a peeing situation in their lobby because she was happy and she appeared not to have been walked whatsoever that day (it was noon, and there was a very large amount of pee -- it wasn't just a trickle per normal -- which made me question their walking practices altogether). Also, she is always extremely thirsty after being left here, which makes me wonder if they took away her access to water because she was having accidents? They are entitled to not want my elderly dog to stay with them. That's fine. But don't lie to me and tell me that you informed me that my account had been "flagged" and she wasn't welcome there anymore when you did not. Also, I feel like dogs pee, poop, drool, etc etc in those cages all day long. They've lost the revenue of someone who goes on a lot of vacations (which require boarding) and who buys products from there all because they feel like spending two minutes with a mop is "not in their best interests." I am switching pet supply stores based on this experience. It feels a little like dog age discrimination. Some of us keep our dogs into their senior years, warts and all. A little ridiculous. read more

XP: Puppy cut, full grooming, attempt at day care. I had two negative experiences at this location. First, when they groomed my dog, they must not have paid close attention to water in the ears. My dog developed an ear infection within 48 hours after picking her up. That same time, they forgot to (or poorly did) clip her front nails. I was scratched the first day. Second, I called in an urgent situation out of town an evening before to see about leaving my dog with them for a few hours. The person on the phone was nice enough, but she failed to tell me that I needed to bring proof of vaccination. She just asked if the dog was fully up to date on shots. The next morning, rushing to drop off the dog, I was told effectively "no papers, no day care." I did not have time to make other arrangements, so I had to take the dog with me (though I had nothing in the car for her...no food, no bowls, no toys, no bed, no leash). I had to stop and buy those items and spend extra time for bathroom and food breaks. Get some more professional people working there, not just pet lovers. In any case, I found other arrangements for my dog's needs. read more

Do not go to grooming salon here. Go to wesley grove store. Never asked for any refund but when i expressed concern for my dog i was questioned by the manager and he actually had the nerve to question me if i actually had it done at his store. My baby got hurt and i was giving him a heads up. read more

This review is for the grooming salon: We had a horrible experience here today. Ever since we got our puppy, over a year ago, we have been bringing her to this store and the Banfield located inside. We have even used the salon for baths and nail trimming before. Never had an issue. I actually used to recommend this place to everyone! Now, I am left fearful for my dog. Today's experience probably scarred her for getting her nails done. We had just left the vet for her annual check-up and we're preparing for a vacation so we wanted to get her nails done. As soon as we stepped into the salon, we felt the negative vibe. All of the groomers were busy with dogs besides one, Connie. Connie did not great us, nor was she friendly at all. I actually had to say "We need a nail trim, how long is the way." She looked up and replied "It only takes like 5 minutes. This isn't a drop off service. You can't just drop her off and go." This implication was mildly obnoxious. I was just there to get a trim and I saw that they seemed a little busy, that I asked for a time frame. The attitude continued from Connie. She turned around to another employee and noticed she did something wrong. (Didn't wear gloves when applying something to the dog's coat.) She humiliated the woman infront of everyone. As a guest in the salon, I felt completely uncomfortable. Then Connie demanded her to take care of us. Cool. So she put the dog in the back and came to the other computer to handle us. Not even 30 seconds later, the phone rang. Of course the woman answers it and completely blows us off. My boyfriend and I began to get impatient, mind you Connie is sitting behind the other computer doing some paperwork that must have been more important than helping her coworker or customers. The woman stayed on the phone for a good 5 minutes until finishing up our paperworks for the nail trim. Okay, so finally we get our receipt to go pay and say our goodbyes to our baby. We go pay and head right back to check on our fur child. As soon as we got there, she was screaming, crying and bleeding from her back paw. Now, I understand that accidents happen, but the way this was handled was horrible. My boyfriend and I freaked out because we have NEVER had an issue in the past 14 months of having her and getting her nails done. Connie took her off the table and the woman went to get the medicine for her bleeding nail. After getting the bleeding to slow down, she asked if she should try another one. ARE YOU KIDDING ME? My dog is overwhelmed and her eyes were bloodshot red. My boyfriend was extremely upset and just wanted my dog back with us. Connie kept telling us that our dog was not having it today and she knew that as soon as we stepped in the door. Which is not the case. My dog just came from having a ball with the vet. She loves the love and attention that the VET gives her, unlike the negativity that the salon has. Connie then called to the store supervisor to meet us out front for our refund for the trim. If Connie was the supervisor or the one in charge this day - that needs not to happen again until she gets some training. The way she treated her employees and customers were appalling. There was no hassle about getting my refund, which wasn't my worry. My worry was that the customer service and professionality was non-existant back there. The supervisor I dealt with from the store was reasonable and listened to me. But I doubt anything will be done from that point forward. I will no longer be using this salon's services unless there are some major changes, including changes in staffing. DO NOT! I repeat: DO NOT TAKE YOUR PETS THERE IF YOU LOVE THEM! read more

I let my dogs to board at the hotel for the first time and prepared food for my him myself due to him being a very picky eater. They put the food in their refrigertor, however they forgot and didn't communicate so they did not feed my dog! I found out when I got home they told me he ate and I did not get my plastic container back. I called another staff member went to check and confirmed his food was still sealed in there. He said he probably had dry food since that's what it said on their report. Needless to say I have no idea what he was talking about because he confirmed that the food was untouched in the refrigerator. And as for my second dog they overfed him his prescription food and ended up sick that night. read more

Very friendly workers and very helpful too! They greeted people as they were walking in and then asked if you needed assistance, since every store is set up different and there are so many pet items to buy it's nice to have someone to help you locate what you need quickly! read more

I'm just going to go ahead and start off saying that my dog, Zoey, is a lab black mouth cur mix and I personally have worked for a doggie day care / boarding facility previously. I have been coming to this PetSmart for Banfield since I moved to Tampa last October and have been so pleased with the services they provide and their great patience with my super skittish pup, Zoey, which is why this review gets three stars at all. They are always so sweet and calm and patient with her, and I can't thank them enough every time that we're in for all they do. So, with that, I figured since I always have such a great experience in store and at the vet, that I would look into their Doggie Day Camp. The first person I encountered was great, super sweet and patience with my pup. Then, the other worker, who was a male, came towards and grabbed the leash out of my hand and started to try to get Zoey to walk with him and move around. Zoey was terrified, but I do know that this is something that you can try to get them away from the parent so that they feel a little less protective. Regardless of that, as the other employee was speaking, the guy starts to ask me about her breed, which I tell him, and he comes back with "She's definitely a pitbull", to which I look right at him and said "She's a lab-black mouth cur mix, I have a DNA test to prove it" to which he responded "Well you might not know how to read the DNA test." He then proceeded to tell me that as long as no one said anything, she could stay, but if anyone noticed that she "looked like a pit", that she wouldn't be able to come and couldn't play with the other dogs because she's "an aggressive breed". No other information, no other options, nothing. Now, I called PetSmart shortly after I left because I knew if I confronted him in that moment, that I would probably make a huge scene because I was so genuinely angry and frustrated for my sweet pup who has gone to dog parks all of her life and has lived with other dogs and LOVES them. I spoke to John, the manager of the store, who talked about the options of solitary play, which isn't really an option because that's not why I would take her to doggie daycare, and apologized profusely and promised to address the situation, which I appreciate. But as a dog parent, I felt like I had to tell other dog parents that this is total crap, and completely unfair to my pup who I just want to be able to have hang out with other dogs and not be stuck in a house all day. I will be looking for other options, and will not be pursuing PetSmart. I do appreciate the time taken by the management team, and will continue coming for Banfield and the store, but I will never step foot in the Doggie Daycamp or Hotel ever again. read more

Staff are white knowledgable , they know what they're talking about when it comes to any animals and will do their best to help you out . I only gave it a 4/5 star rating because sometimes it's a little hard to get some help, the store is usually pretty busy. But once you do manage to get someone's attention you're out of there pretty fast. Another thing is sometimes they don't always have the fish you want and you have to constantly keep checking back in to see if they have them. Other than that , this store is one of my favorite pet stores to shop at for my pets. read more

Was not happy with our service today, Or no service rather! Have been taking our dog to this location for a couple years now. Today I was running late and was told to bring him in, no problem. This was at 12. His appointment was for 1130 and I got there at 1230. My mistake, yes. We walked in and everyone seemed on edge and very busy. Our dog wouldn't move from the door once he realized where he was, which was strange to say the least. We stood there for a few before someone acknowledged us, and finally asked can I help you. I explained that I had an appointment, but was late. She checked the computer, then She turned to speak to the rude one that's usually at the desk, apparently to ask if it was ok to see him. The rude one mumbled something at the lady and turned her head back to what she was doing. The lady came back to express that they couldn't fit him in today. Now my issue is, I was late, but why say to bring him in, if you know the place was booked for the day. By the time I called I was already 30 minutes late, so I would have understood saying "no he can't be seen." But why waste my time and gas saying yes you can come, and then turning us away in a rude manner. I didn't get in a fuss with who said what, seeing I'm pregnant, but it wasn't cool at all. They really Need better customer service skills, because it was really poor this time. I am looking for a new grooming place, because this place has gone down hill, and not just this situation. Needless to say, out dog ran out the building once he realized we were leaving and he didn't have to stay, so maybe that's a sign in itself.... this was just the icing on the cake. read more

Love the store, hate the grooming salon. They hurt my dog's paw once and they kept saying it's my dog's fault because he got too excited when he's waiting in cage that he actually hurt himself!! And then they do not let me book any service at their store ever again. One time I booked a service online, I thought I booked the one at the store next to "whole foods" but I accidentally booked this one, and the day before my service date, they called me and told me they can't let me take my dog there and they have already canceled it. I said I could wait there and take him away right after the groom is done but they refused. I was so frustrated and wait for another week to book a service at the other store, however when today I tried to book a service at the other petsmart store today, they told me the system popped up a message saying I m not allow to go there either! With the same reason the other store used against me! Which is rediculous because I have been taking my dog to that store for months and every time when I pick him up they told me he behaved very well and now I am not allowed again? Speechless! read more

I am writing about Nicole at Petsmart who groomed my Mini Schnauzer today and did a fantastic job. It is not easy to do a Schnauzer and a puppy at that. She did an actual Schnauzer cut and scizzored her quite well. I highly recommend her and will be going back for sure. Thank you Nicole read more

Amanda was amazing. She did an awesome job with my dog Pawz. He looked like a brand new dog. My sister said who's that cute dog she's bringing out, and then we realized it was mine. Love this place. read more

As this is a long review, long story short DO NOT BOARD YOUR ANIMALS HERE! I am very disappointed by the service I received. I needed to board my two cats and new dog while going on vacation. When I called to reserve I was talking to someone who worked there because I asked them if they were in the PetsHotel boarding and they said they were the actual department. I made clear exactly my situation as I had a trip planned months ago and adopted a dog and was told by the vet that boarding it would probably be the best anyways as it could be monitored after the surgery by a professional. On my first phone call, I told them that I adopted the dog less than a week ago and he was neutered within the last week by the start of the boarding. The person on the phone said that it would be no problem at all. I let her know that my animals all have Banfield plans and she said that because they were in the same facility it would be good and that they would be able to get immediate medical attention. The same person told me that the price for my cats would be $20/day for the first and if sharing a kennel it would be an additional $15/day with the exception of Thanksgiving day which would be an additional $2/day extra because of the holiday. I was told about my dog that they currently had no room but would put me on the wait list and that if he is going to be able to get in it would cost $35/day again with the exception of Thanksgiving day which would an additional $2. Within the next two days I was called back and said that my dog could be boarded there as room had opened up. I was happy as I was leaving on the following Tuesday at 4 a.m. so allowing myself to have that extra night to get ready for my trip. When I went to drop them off on Monday night around 8:30, the person that worked there asked me why my dog had a cone collar (e-collar) on. I told him that we just got him and had been neutered and needed it on to prevent licking the incision. He immediately told me that they will not accept any animals that are sick. I told him that he was not sick and that the day before my dog spent the whole day at Banfield and was told by the doctor that the incision site looked great and was almost healed. The person at PetsHotel then looked at my dog and said that there was absolutely nothing they could do about it and then said I would need to find someone to board him the next day. He was pretty rude about it and of course I was extremely upset as I am new to the area and I don't know anyone who could look after my dog. So they took my cats and I came home and had to frantically search for someone to watch my dog. Finally at 1 am I was able to find someone through a safe website to watch him at home. Today we went to pick up our cats and charged us at a rate of $22/day for the first cat and $17/day for the second cat and that because its the "holiday season" they charge the increased rate the whole stay and not just on Thanksgiving day. After arguing with the so-called manager named Roberto he said he would look at the call notes to see what I was told. He then said that I only spoke with the 'call center' and not the actual department and that the call center was uninformed on the PetsHotels prices and procedures. I was extremely livid but still polite at this point because how can you have someone who is answering questions to customers when they don't know the actual answer. I then told him that I had called a few times and I know for sure that I reached the actual department. He proceeded to tell me that I only called once and that the call center called me back to schedule my dog's boarding. I told him that as a manager he needs to make sure that all employees who are answering customer's questions need to be consistent and honest. By this time after arguing back and forth for around 15 minutes he said he decided to charge me at $17/day per cat instead of the $22/day. Then he had no idea on how to refund my credit card which I do not understand at all as he was a 'manager'. Another store manager then came in and finished the transaction and was much more polite however said that the call center is not the same as the department therefore the department is not responsible to follow what the call center tells customers. Then when they brought out my cats, they told me that neither of them would eat for over a day or go to bathroom and said that was normal. I previously being a veterinarian technician knew that this wasn't appropriate and they should have at least called me to let me know to ask if this was normal or not for my cats. Overall, I would never again board my animals here since they do not have their act together and are so disorganized. Them being as disorganized as they are shows that they may be inconsistent in their treatment of your animal. I am very upset how I was treated and I absolutely do not recommend boarding your animals here and I wish I could give a no star review. read more

If you love your pet do NOT leave your pet here and ALWAYS trust your intuition. Whenever you are denied access to have an opportunity to actually see first hand where your pet would be staying,you should walk away! After asking an employee if I could see the accommodations for myself and the response was "not right now," I should have known better. When I picked up my two dogs from this "petshotel" they were completely distressed and smelt of urine; not to mention both of my dogs could not stop drinking water when they returned home. The dog toy I dropped off with my pet chihuahua was given two me in two pieces and was only returned because I asked for it and the employees could not find it at first. When I asked the employee why was the toy misplaced and if it were not in the room with my dogs in the first place, he could only give me a blank stare with no explanation. I paid extra for a pet "suite" and cannot be sure if in fact they were actually kept according to their guidelines and by my instructions. I received no "dog report" and frankly am not certain they ate or were given proper relief breaks. This experience has made vow to never again leave my pets in a location where the employees unfriendly and unhelpful to begin with, even before interacting with the pet. Research pet boarding locations EXTENSIVELY before leaving your beloved friend (pet), if there is ANY doubt do not leave them there. I have always "trusted" petsmart, but after this ordeal, never again. I will continue to drive an hour away to 'Bass Pet Resort & Spa" from here on out. At least I will have peace of mind that my pet and their belongings are being taken cared of properly. read more