“My relatives and I have been going to Petsmart in Lake Mary since they’ve opened. I’d like to say thanks to the store manager, Linda, assistant manager, Justin, Elena and Sam. They always make my visit very pleasant. They’re always helpful. If I need to know where an item is they take me to it instead of just pointing. Even at checkout, they’re very friendly and my wait is never long.”
“Ordered dog food and it was not delivered. Called the store they said I need to call another store and that store didn't have my order so I called the first store back and they just give me a number to call. Called that number and they just refunded my money. Now I have to go somewhere else to get tge dog food. I will not be buying anything from pet smart again. I told the guy on the phone that I will get my dog food from somewhere else and he just said ok.”
“Ashley was amazing. She was so knowledgeable, pleasant, and patient. I highly recommend PetSmart because of the awesome experiences we had with Ashley. She helped us locate products, explained everything in detail, and provided us with valuable information regarding their dog training program. She was able to answer all questions we posed and went overboard to accommodate us and our needs. She represents your company well and should be rewarded for her kindness and expertise. I will come back to your store because of Ashley. Hopefully, she can receive some type of recognition for her commitment to your store and to animals' health and welfare. She should serve as an example for others as they strive to climb the ladder by exhibiting an enthusiasm and by being informative in all areas of service. Thank you, Ashley.”
“I took my shih tzu dog in for a walk in service which was to get a pawdicure done, he was perfectly fine no bruise or anything the face eye area. After getting him from the walk in service I saw that his right eye looked like there was a bruise and the inner top eyelid was very swollen and popping out. I am for sure that the groomer either drop him, hit him in the eye or made him slip on his face. I called to PetSmart to ask what had happened and they said that nothing had happened and they started raising there voice so that for sure gave it away that something did happen and they didn’t tell right there and then when I had picked him up. Very disappointed in PetSmart for not taking responsibility!”
“I’ve been a loyal customer of PetSmart for four years, but my recent experience at the grooming salon was incredibly frustrating and disappointing.
I arrived 8 minutes late for my dog’s 9:45 AM grooming appointment. Upon entering, I found a line out the door and patiently waited my turn. Unfortunately, no one greeted me, and I felt completely ignored. A groomer, Hannah, glanced outside but didn’t acknowledge the growing line.
After waiting, I was told I was too late, even though I had been outside for 10 minutes. The groomer seemed stressed and said, “I can’t do it. You’re late,” without offering any alternatives. Another associate mentioned I should’ve called, but calling while waiting in line wouldn’t have changed anything.
Instead of offering solutions, I was told to cancel and reschedule. However, there were several options they could have taken to resolve the situation:
Rather than turning me away immediately, they could have asked if I was willing to modify my dog’s grooming experience to fit the time I arrived. A shorter grooming session, or adjusting the focus of the session, could have worked for both of us.
If my assigned groomer wasn’t available, they could have quickly reassigned me to another available groomer, which would have minimized the delay and ensured my dog was still taken care of.
Alternatively, since PetSmart offers walk-in services, they could have added me to a later slot that day, even if it meant a slightly longer wait for my dog. This would have shown flexibility and a willingness to accommodate.
I left the salon discouraged, only to realize I had another appointment in 15 minutes, making me 45 minutes late. I returned, explaining how inconvenient this was, but was met with no resolution—just a dismissive “Have a nice day.”
The lack of empathy, communication, and professionalism was appalling. A simple acknowledgment of my situation and a few alternative solutions could have turned this into a positive experience. Instead, I was left feeling completely dismissed. As a loyal customer, I expected much better treatment. This experience has left me questioning whether I’ll continue using PetSmart for grooming moving forward.”
“PetSmart has the best quality toys that last. I bought several plastic springs for my 2 cats and they haven't broken like the ones I purchased at Dollarama. I sometimes purchase my cat food from there. It can be expensive but they always have lots of healthy choices with natural ingredients.”
“Selena made my dog bleed. Very rude. I love Kelli and Larkin. They’re always nice to me and my dog. If i were you, definitely go to Kelli or Larkin. Great human beings.”
