I have shopped at this location for more than 5 years. Today I shopped as usual and the maybe a new check out associate, was absolutely rude and inconsiderate. I was carrying my baby and carrying shopping basket. She scanned the items and put them back in the basket asking me to put it near the entrance. She did not acknowledge that how busy my hands were and a small baby was getting restless. Awful attitude and awful service. If anyone is looking at these reviews, she is Asian looking associate. I am Asian so this is not a racist rant. read more

We just checked out with Andrew here and he was fantastic! One of the kindest people we've ever had. Helped us with using their website to save LOTS of money. We had a negative experience years ago with Petsmart but we highly recommend this location! read more

Unfortunately, this will not allow you to give zero stars. For 4 1/2 years I usually shop at this location exclusively. Until today I have never had a problem. The staff are usually very helpful and professional. The exception was today. I had to return 8 cans of prescription dog food. Apparently it was a bad batch. Spoke with someone at the store the day before who advised that I would have to bring them back (even though some were opened) in order to exchange them. I went in today with the opened cans so that they could also see that the food in them was not good. Checked first to see if there were enough cans on the shelf to replace them but there was not. I had the misfortune of getting "Alia" as the cashier. Explained the situation and stated that unless they had enough cans in the back, they will need to just do the refund. She called the "store manager", Andrew, who immediately asked, "What's going on here?" then, "Is the food expired?" His tone was not friendly and somewhat accusatory from the onset. Eventually he went to the back to look for more. In the mean time "Alia" starts the process of returning the items. Again explained that if he could find enough cans it can just be an even exchange. He does find them and the exchange process begins. She asks for the RX card. The only one I had on me was an expired one. Mind you, the Rx number used for the original purchase was on the RECEIPT that she had in her hand!!! Rude Alia states, "This card is expired so I am going to have to mark it". I responded, "That's fine but that's not the only card I have, it's the one that's on me now". THE POINT HERE IS THAT THE ORIGINAL PURCHASE WAS MADE WITH AN UNEXPIRED CARD and I was only there because the product was bad! I asked for the card back and she again repeats, "This card is expired!" as though I am a child that she is scolding. I stated that I heard her the first time! With a nasty smirk on her face this "young girl" states, "Why are you giving me a hard time?" I asked, "Why are you being so rude?". This is a young girl in her early 20's talking to a customer who is over 65 as though she is a child. Then I asked for the manager, Andrew. I addressed her attitude but Andrew immediately became very defensive responding, "I have never had a problem with her from other customers" which basically said that I and not his employee is the problem. He kept side tracking the real issue and tried to put words in my mouth. Multiple times I had to redirect the narrative to the facts and clarify that his statements were incorrect. In addition, he consistently minimized the components and validity of my complaints. The whole time "Alia" is watching the conversation with a smirk on her face. I asked for the name of the district manager and was told that he just left the company but refused to give me the contact information for the interim district manager and gave me the phone number to Customer Care instead. I immediately called as soon as I got to my car and filed a complaint. Before I left, I told him that I would not be returning to this store and his response was, "That's fine". Apparently Andrew is okay with losing business for PetSmart. I don't know if the other locations have better management leadership and the staff have higher customer service training, but this store lacks both. I immediately looked up Chewy's website where I will be making my purchases from this point forward. Leadership makes the difference and unfortunately Andrew lacks all the basic components of a good good manager and leader. PetSmart Corporate office, do better! read more

5 stars x 5 stars for the West Chester, PA PetSmart Hotel! I have never ever had to board any of my dogs so needless to say I was traumatized when I had a family emergency come up that required I leave my baby behind. My dog, Little Feather is a dog who needs another strong dog by her side. She found that and more during her stay! The day I dropped her off, I was able to see her interact with some of the other dogs in the Doggie Day Camp and those who were also staying over, as well as the staff. The staff used all the proper cautionary tactics when introducing my dog to the other dogs onsite. I was very impressed. Within minutes, my dog was having a blast!!!!! The staff took such great care during the initial reservation process. They asked all the right questions - Who is your vet? Who is an emergency contact in case we are unable to reach you? Will you bring her food or shall we feed our food? Do you want her set up in a crate or a suite? Is she on any medications? Does she have any issues with aggression? How is she with other dogs? . . . . All EXCELLENT questions and what I believe to be proper questions of a responsible, caring boarding facility. On the day of drop off Little Feather arrived with her backpack of Dry food, canned food, treats, dental chews, food scoop, can lid, blankets . . . she was ready for her vacation. The staff listened while I described everything I had packed, as well as looked at the list I wrote about my baby girl. They knew I was stressed about having to leave her and they were so kind and eased my concerns 150%. On the day of hotel check out, I was shown photos of Little Feather interacting with the other dogs. Again, the staff answered all my questions. Did she eat? Did she go potty? Was she scared? Did she make any friends? (She did, by the way) . . . They took the time to address every one of my questions! I would highly recommend the PetSmart Hotel at the PetSmart in West Chester, PA to anyone having to board their baby!!! The facility receives the Little Feather stamp of approval - 4 Paws Up! Much Love, Little Feather and her mom read more

My experience with this PetSmart grooming salon started by downloading the mobile app to check for available appointments. When downloading the app I was prompted to setup a "treats" profile and register by pets. I was able to enter the details on my dog, upload a photo, details on its coat and birthday. Doing this upfront allowed for an easy grooming booking process. Selected the first available appointment on the next morning. Dropped the dog off, went through quick grooming assessment and received a call for pickup within one hour. A pretty easy in and out experience, leaving with a clean and fully pup that seemed to want to run around like super-pup with his after bath red bandanna turned cape. Fresh breath, clean ears, soft pad and smooth claws. read more

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I was at this location and checked out around 3 PM and I want to raise a serious concern about the cashier who without informing her asking added the five dollar donation to my total. While I wanted to add that donation anyways so I didn't raise the fuss in the store. I am really concerned about if this individuals doing that with others, as there is no certainty that the customer supports the organization of PetSmart is donating that money to or that the customer is comfortable with giving that five dollar donation. As a cashier, you do not know your customer socioeconomic background, and you cannot make assumptions or without informing them add money to their total. On top of that the cashier was making some weird comments to me as I have brought my cat in so I could see if he liked the toys I was taking out for him. He's highly selective, but he's also highly socialized and trained to walk on a leash. As a store that famously allows individuals to bring in their pets. You really shouldn't be making any comments about a customer bringing in their pet. I just really did not have a pleasant experience with this individual and I'm very highly concerned about the fact that they were adding on this donation without any attempt to inform me. read more

Wanted to rescue a half dead Betta kept in the small containers. I am familiar with and have had many Bettas. I go to the teenage cashier with fish, small aquarium, food, Betta water, etc. We are talking about a $50 plus purchase. Teenager asks me if I plan on putting Betta in the aquarium I am getting. Why yes..I am."We have a policy stating you have to have at least a 3 gallon tank.". I said,"Where is it stated?". She says,"Everywhere"."Point it out...Where?" Obviously she could not. The aquarium box even had a picture of a Betta in the tank I was trying to purchase...Did not matter. I guess they don't mind them languishing in the small cottage cheese containers. I just walked out. Ridiculous! read more

All i have to say is im disappointed in you I brought in my 2 month old kitten for a checkup and found out he had parasites they gave him medicine and they gave him vaccines. They told me to come back for a two week check up and when I did they checked him again if he had parasites, they told me he was clean and ready to go home a week after that my little kitten, who's name is shadow had liquid diarrhea vomiting all over the place and then all of a sudden couldn't walk so at 3 AM in the morning I had to take him to the emergency room because he wasn't moving him they gave a choice to either keep him in the ER in the ICU or to take him home and let him be with us until he passes we chose to keep him in the ICU so when the doctor called us, she told us that he had parasites in his stomach and that they were making him sick, so I don't understand how you cleared him to go home and include him that he was clean and then I have any parasites when in reality he did, and it was bad and it was killing him so if anything happens to my little kitten, you will be held responsible because I trusted in you that you knew what was right and what was wrong with him If you see this picture, this is shadow. This is him before us taking him to the emergency room. read more

PetSmart - This is shadow. This is what happened to him. He wasn't gaining weight due to the parasites he had and the doctor cleared him to go home - Pet Training Near Me - West Chester, Ohio

From Jordyn O: "Excuse me, but I happened to be there when Sophie was being groomed and I can say that she was not behaving in a way that the groomer could give her a haircut SAFELY. Again, the groom was stopped for Sophie's SAFETY. She was not staying on the table, flailing around, and moving way too much for the groomer to use very sharp tools around her. She basically wouldn't let your groomer touch her. There was no charge on the groom because it was not completed due to SAFETY reasons for your dog and the groomer, not because it "looked so awful". I was there and saw everything from Sophie's behavior to your groomer trying to calm her down, who by the way has worked with her for a very long time but Sophie does not like to be groomed and was acting in a manner that made the groom very UNSAFE so it was a group decision to stop." Funny. The groomers at Earthwise on Yankee Rd. In Liberty Township had no problem with her and said she was welcome back anytime. read more

PetSmart - Arrived home from grooming looking like this. - Pet Training Near Me - West Chester, Ohio

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I was pleased to discover that this PetSmart store is not an exact reproduction of the other one I frequent (Springdale, Ohio). Depending on where in West Chester Township you are, the other location might be closer for you. Remember, prices and product will be pretty much identical. But I give this PetSmart the edge for the better shopping experience. To me, this location does not have so much of the warehouse feel. It seems the color scheme and lighting creates more of a pleasant atmosphere than is usually found in this type of establishment. Employees seem more available, checkout runs pretty smooth. Adoptable cats are in easy view in the vicinity of the cat supplies, not out of sight at other side of the store! This is a very important part of the experience. Associated veterinary clinic is here, too. I am not positive if they also have the grooming services. Apparently they do dog training, but either I've just been lucky, or they have a separate closed off area for this. I've also never seen (that is, HEARD) any dog adoption events take place here. Much more peaceful than other location where you're constantly subjected to endless, ceaseless ear splitting nerve wracking barking and yapping from dozens of dogs. read more

Thanks @PetSmart for zero customer service. I have bought 5 aquariums in 5 years and every accessory known to man. Normally it's a good experience but I have to stop shopping here. Nobody wants to help you and everyone's attitude is terrible. I was looking to upgrade my aquarium again but now I'll be buying from @amazon where I can get all the help I will ever need. Very disappointed in you guys. read more

Had the worse experience tonight. I came in to get 1 yes 1 fish for my tank. I was told that I couldn't get a fish based on the 4 mollies already in my large 10 gallon tank. They told me I wasn't allowed any fish and I could leave the store. Worse manager, I asked why is it acceptable for them to have 30 fish with dead fish floating around in a tiny 5 gallon but I can't purchase 1 mollie for a 10 gallon. He just rolled his eyes and said I could leave. I have filled a complaint with corporate. read more

Me and my family have found 2 beautiful kitties at the adoption center at this PetSmart, so this place will forever hold a special place in my heart. The location is incredibly clean and the staff is very helpful in getting you exactly what you are looking for. The store is divided into sections based on what type of pet you are shopping for, which cuts down on the amount of time that you really need to be in the store. The store is pet-friendly and tons of people will bring their dogs in to the store, so perhaps be wary of bringing really small children in here, just in case. Highly recommend coming here for your pet needs! read more

I wanted to buy a 16 cent comet goldfish (a.k.a. a feeder fish) and they wouldn't sell me one fish because I didn't have a 50 gallon tank. Meanwhile, there's nearly 100 swimming in a 50 gallon tank together. I went for a fish for my four year old and left with a lecture. Thanks for nothing. read more

We have been taking our dog's to the Grooming Salon for years. They always do an amazing job! I am so happy with their service! read more

PetSmart - The Grooming Salon always does a great job with Jack! He has a TON of hair, but they take their time and make him soft and beautiful again! - Pet Training Near Me - West Chester, Ohio

I have 2 Keeshonds I brought to the salon for 2 years, and they're always well taken care of. One Keesh is skittish and hates being handled, and accommodations are made; he always comes out looking fabulous. Keeshonds are double coated, and the groomers who handle my boys do an excellent job with them. read more

Walked in at 5:40 to get some fish. Waited 10 min standing in front of the tanks. No one in sight. Later, two employees were talking in front of the cats. The clearly saw me, made eye contact and no one offered to help. Stood there for a couple more min to see if anyone would offer to help me. Nope. Guess customers aren't important. High prices sure are! Too bad.. I'll bring my business elsewhere. read more

So this is only a review of the grooming. My dog is skittish to begin with, and, at almost 10 years old, getting cranky. He does just fine with other dogs, but he's very nervous around people, and has never enjoyed baths. Missy is the only person I trust him with, and she is absolutely a dog whisperer. She always makes sure he's comfortable with what's going on (the big doofus is afraid of the hair dryer for crying out loud....), and let's me know how he's doing. She's even sent me photos! Definitely recommend of you've got a nervous puppy like mine! read more

I was extremely thrilled to find a groomer that could clip nails for both of my dogs without them freaking out. Missy was absolutely wonderful with both of them. It was amazing how calm they were. Usually they screech and cry as soon as you touch their paws, the vet even has a hard time. Missy just loved on them until they were totally relaxed and then she just got the job done with no mishaps. What a relief to have finally found someone that can get this accomplished without stressing out the dogs or ME! read more

My dog came in for a grooming appointment and left with several cuts on both of his ears and has been scratching and clawing at them for days because they've been so uncomfortable. Came home with bloody ears. Would not recommend going to the groomer at this store location. Going to have to take him to the that to make sure they're not infected. Was very unsatisfied by their customer service. read more

I've shopped here easily over 100 times. No issues. Today a male employee told me I could no longer shop there while carrying my firearm. Their "store policy" bans guns. (I have a CCW) Apparently this location is Anti-Second Amendment and does not care about your safety. I also want to note that there is no notice/sign posted at the front entrance. read more

I thought I would give PetSmart a try but Never again. My poor little Lily came out looking like she went to a "chop shop" compared to our regular groomer. The cut was very uneven, they wanted to charge me $12 extra dollars to trim and file her nails correctly (versus the nail trim that comes with the package) and she came out with cuts on her belly that the employees tried to say were bites she had before she came in. On top of that the person checking us in was a bit on the rude side after telling her we didn't want any of the "add on's" that come with other places we go. read more

Clean store, friendly staff. Seemed to be priced higher than same stores in other areas.

I always go to this location as it's closest to my house. the staff is very friendly and extremely knowledgeable. easy and quick in and out. love it here read more

The employees are very unprofessional and do not like it if your dog is wearing a leash , collar or holiday attire from another store. The employees are not properly trained or supervised so I would be afraid to leave my dog for any of their services. I will be taking my dog to Pet stores that actually care about the animals and their owners, not the Petsmart in West Chester, OH read more

Petsmarts in general are good experience for your pets and great for the charity aspect. When animals are adopted from the store by qualified rescues, Petsmart donates to the rescue. How cool is that. They also have donation drives that also benefit 501c3 charities. read more

I've been taking Kody to PetSmart grooming since we got him, almost 5 years ago. Right now his groomer is Erika. Kody has gotten so familiar with her, that when I start talking about going to see Erika, he gets excited. When we get there, he pushes his way thru the swing door to see her. Kody has separation anxiety so its important that he has the same person each time. Everyone that I have seen treats every dog as if they were their own. I love how he looks when he is done. Even if he had some knots, he was groomed/brushed in a way that it all blended well and no chucky hair cuts. Erika, your the best! read more

Angela and Jordyn are the best at Petsmart!!! They really care about the dogs, do a great job, and listen to any concerns we have. Highly recommend them. read more

We use the services of the Grooming Salon at the VOA location in West Chester. The entire staff is always friendly and courteous, and our 16 year old Shih-Tzu loves his groomer Missy. Missy knows how to keep Pepper looking smart and smelling great, and he is always a happy pup when we pick him up. He is always groomed with precision and exactly as we ask. We have used a couple of the smaller shops in the area, but the consistency and quality that Missy and the staff at the PetSmart Grooming Salon deliver has made us loyal customers. read more

One stop shop for you pet's needs. Includes a grooming salon, and a vet clinic all inside. The groomers were fantastic and were able to handle my very large and anxious German shepherd easily. She came back to me well groomed and smelling fantastic. I've been to other pet smarts where I could barely tell that they had washed or brushed her. The employees here obviously really love animals and it shows it their recommendations and their attitudes towards animals. read more

some of the employees are disrespectful. i went in getting a beta fish and the essentials that it needed planning to get better stuff when i got more money. one of the employees was great and i asked if he could get me all the basics and even gave me a packet about the fish. then i get up to the resister and the cashier was super rude. one customer asked me to stay six feet because i didn't have a mask and so i did step back. then the cashier had the audacity to say "sorry sir that's my mistake i should have been the one to say that" in the way of being rude to us. now it felt like they were ganging up on us. which i know you can't control the costumer but it was rude for the employee. then while he was checking out the guy in front of us he proceeds to say that i couldn't buy the fish because i didn't have a list of stuff that he said. i told him that i was planning on getting it soon. he said that my tank wasn't big enough, keep in mind i was going to get a bigger one and i even told him that. also who are you to tell me that i need a bigger tank if you were so worried about it having a bigger tank you need to get them out of the little containers they are in ( most likely for their life). i was just very upset. read more

To start with, Do Not Purchase the wellness program!!! Very misleading. You will get nickel and dimed to death. It is all about squeezing you for something everytime you come in. Don't be fooled by what they tell you. Each time our baby received vaccinations, you couldn't touch her for two days. I worked as a veterinary assistant for 10 years and not one single puppy, no matter how small, had problems like our puppy had. Their recordkeeping is a total joke. They tell you your pet is due or past due for something that it is not. The list goes on and on. Only good thing I have to say is the spay we had done, was done by a DVM that knew what they were doing. A different vet in Mason, OH did our other puppy spay and totally botched it. Our baby had multiple problems due to the incompetence. We were charged for something each time also. Getting back to Banfield... I wouldn't be able to sleep at night if I recommended Banfield to anyone. read more

I took my dog in for grooming. I was called on the phone by a very rude manager of the grooming salon. Not sure her name, but Patty M was the groomer. The manager basically told me my dog was thrashing around and hitting his head on the wall when he was being dried. I have to ask, how could this happen if my dog is in a safe environment with caring loving personnel? She was very rude to me and said "He can never come back here for grooming!". I just listened to her go off on me and carry on about it. I went in to pick him up and she wanted to go off on me again. I told her to save it as I didn't appreciate her demeanor. When I got home, I checked my dog and he had blood on his fur around his mouth. I suspect he was left alone and tied up by his mouth in front of a drier unattended and of course hurt himself because he was afraid. This is an unsafe environment for a dog! Be warned! I should probably report this to an animal cruelty society. read more