PetSmart

First time and last time I scheduled a grooming at this place. The staff gave me the wrong time and didn’t even call me too confirm my appointment. I went in and the staff was just chatting and could not see me. They did not offer an apology or offer me a different time, just said the were too busy today. They obviously didn’t if the were all chatting when I came in. Horrible experience.

Looking forward to their grooming services because it’s my favorite store to go for my pup but was sadly mistaken when I arrived. My parents were early at our 6 o’clock grooming appointment so on my way from class I thought no problem when I get there. Apparently as I came in my mum was arguing with the staff over exactly what I scheduled for our puppy. These girls were telling them that I only scheduled a basic bath, which is funny because beforehand I gave my dad specific instructions and a confirmation code just in case of the appointment and it clearly said «Puppy Bath-​Large-​Spring» which is their premium spring promotion service, not basic. I was frustrated so looked for dog food because I don’t appreciate the obvious lying. I took my time but they still weren’t done with the correct wash for my puppy. TWO HOURS LATER, and Courtney and whomever helped her finally finished. My poor parents had it worse because they got there at 5:30 and couldn’t leave till 8:00. The only thing that was redeemable was that they did do a great job on him except for the part when we were told that they didn’t clean his damn teeth bc they were «good enough»? I’m sorry, do you wake up in the morning look at your teeth say «good enough» and leave. Clearly no but at that point I didn’t care anymore and just wanted to leave.

I absolutely love this PetSmart. We have been bringing our dog here to board for 2 years now. Everyone is so friendly and as soon as I walk in they know that I’m there to pick up Dekker. They all love him so much and I have no worries leaving him with the loving crew over there. Thank you so much to everyone over there. Dekker loves you guys too

I first went to a competitor nearby looking for all of the necessities for a rat setup for two pets. When I found their selection to be disappointing and overpriced (it would be cheaper for me to order the stuff from their website than to buy in store?!), I called Petsmart to ask if they had what I needed and was reassured over the phone that they did, so I made my way over.
I found exactly what I needed — and very reasonably priced. Furthermore, the associate helping me — Colin — was very polite, nice, and appropriately chatty. He wasn’t over-​eager to push product on me, but he was informative, pleasant, and perfectly helpful. He also went through the trouble of reaching out to his manager to get answers to my questions when he didn’t have sure answers, which was great because I don’t typically see that kind of effort from large-​chain pet store employees.
I had a really great experience here and will definitely be coming back for pet-​related purchases, especially because I noticed that they have better quality food for small animals than the other nearby pet store that I went to, initially.

Generally excellent service in all areas of this store. But Manager Sarah lets this down. Poor handling of a stressful situation and made a frequent good customer look stupid in front of other staff and customers with poor demeanor because of a simple error another Pet Smart employee made. This is an exception though, all other employees there are great, and service is usually top notch!

This review will be based off experience at the Pet Hotel only.
Doggie Day Camp can’t be beat at Petsmart! It’s $ 20-​$ 22 for the entire day, and is worth every penny. On top of that, my dog can stay from 7 AM to 9 PM. Now of course I hate keeping her there all day but it is a great option when I don’t have a choice.
I believe food is provided if needed, but I always pack our own. You can always «spoil» your pet with Kong or Ice Cream treats but our dog is happy just being around other dogs and people. The staff is always extremely friendly and you can tell they really love animals.
Day Camp runs from 9 – 5 and it wears her out. When I pick her up at night, she is exhausted and will practically sleep the next 24 hours. You also get a report card with some details of the day but also COUPONS! You can usually find a $ 5 or $ 10 off coupon as well, so it makes the deal even sweeter!

Took my Shiba Inu for a nail trim and a file.
They said they would call me when it was my turn but never did, so I went back.
In the mean time, they took someone else in and had to wait another 5 – 10 minutes.
Finally, our turn. She told me to go pay while she was taking care of my dog and I could hear my dog scream from the cash register.
My heart broke.
When I take him to the vet, he makes no sound but it wasn’t the case this time.
While we waited, I also tried to get some information on the dog day care but couldn’t find anyone to help me at the front desk.
We will not be coming back after our experience.

They breed discriminate at this store. I inquired about puppy play time and was informed that because my dog is a pit bull mix she would not be allowed to join. She has never harmed a fly and LOVES other dogs. I went to Petco across the street and was met at the door with friendly, smiling staff who immediately offered to give my girl a treat and a head scratch. Then a groomer came out and offered $ 5 for her first time bath! I will always be a Petco customer for now on– I can’t believe a multi million dollar corporation like petsmart is ignorant enough to discriminate against certain breeds of dogs.

This is the only other grooming salon in the area that I take my dog to because they are just stellar.
I have a smaller 3 year old male husky who fully blows his coat twice a year and sheds regularly throughout. Every month I normally take him to this salon and Kaitlyn is fantastic at getting the most hair out of him as possible (she usually has some fun color in her hair, the last time it was blue or purple). The other groomers are always nice and have been great at getting him all clean and handsome.
Today I was originally going to take him to Petco however had a bad experience and walked out with him, while I have always heard great things when I pick him up from PetSmart and he always has good comments on his little report card it was the nicest thing ever to call them last minute and have a lady answer the phone assisting me with squeezing him in today and adding that she wishes she could be the one to groom him because of the nice comments they leave on his profile for each other.
I like that I get my money’s worth here and my pup is always happy to get groomed here, I like their consistency in pricing and their consistency in grooming technique. I highly recommend this place, although sometimes they can have a bit of ‘tude on the phone — I would assume that it has to do with being super busy and stressed out — but they’re definitely animal lovers and their sincerity in how they interact with the dogs is undeniable, they have always gotten the job done despite how busy they are.

We love this Petsmart and so does our dog! He absolutely loves going for doggie day camp and all of the staff in the day camp is so friendly and always make a point of getting to know our dog. We’ve done 2 levels of training here and were pleased with that as well. As far as shopping, there are always associates around to help and the store is clean and they have what we need. So glad were able to come here.

My little Stella just loves coming here! We try to bring her to doggie day camp at least once a week so she can socialize with other dogs and tire herself out (which is also a treat for mommy and daddy).
Everyone who works in the puppy hotel area are just fabulous. Their energy and genuine concern for the well being of your pup is so appreciated. I feel totally comfortable leaving her for the day and even over night knowing she’s well taken care of! It’s so cute too, they give you a report card that summarizes your little ones stay. Everything from their eating and sleeping habits to how well they played with others :)
Their grooming services are great as well. Stella always comes home clean, smelling great with shorter nails and less hair — all good things in my book!
I of course have gotten my pup plenty of supplies at this Petsmart too. Toys, food, collars, clothes (yeah, I know. I’m one of those), treats and training tools. They always have sales going on which is excellent for people who spend money the way I do on my furry baby!

My dog is a German shep/​boxer and I took her in and the lady said I can’t let her play because she «looks» like a pit. I said she is not I have documentation from multiple vets and daycares and she said it doesn’t matter because she looks like it. I went to multiple petsmarts who let her play for the day but this location is horrible! I am taking the case to corporate because that wasn’t right. She is the sweetest dog ever and shouldn’t be judged by the way she looks. The lady didn’t even allow me to show her documentation of her breed or ask for a second opinion!!!

Day camp here is awesome. The dog loves it, and the employees are super nice.
Boarding is a great bargain, and very easy. Classes are fun, and the store is very nice and clean. Can’t say enough good things about this location.

This is about grooming! Not this location, never again! Our Havanese/​Maltese mix was overdue, and we previously used an independent groomer who worked from her garage… she was great but we were trying to give the dog a fun day in doggy day camp and end up with a grooming session. He has long hair and it needed detangling, and trimming. Erica called to say there were lots of tangles… I think the impression I got is that they charge by the tangle? So we suggested they just cut it a bit lower just not so short that he looks pink! DON’T TAKE YOUR DOG TO ERICA! She scalped this dog! He was shorn down to his skin, his tail was cut down to the muscle, his legs were literally hacked up and raggedy looking… But the worst part is that she cut his ears so close they had scabs! All that for $ 99! Never again! We complained to the manager who said grooming would be free next time, but they won’t get a chance to traumatized this dog again! I have always felt comfortable with Petsmart grooming, but not this location and not this groomer!

My puppy George loves day camp. He can’t wait to go in, is always so excited to see the people and the dogs there. He’s been going regularly for about a month, he started at 4 ½ months. I had taken him to another (not Petsmart) daycare one time before Petsmart and he was not happy with that experience so I was a little worried. No problem at Petsmart — he comes home tired and happy, runs in when we go back. He had a crabby day the other day — teething & tired, so they gave him a time out nap & kept me posted. Love that. Everyone there is so nice and obviously love dogs. It is a lifesaver when I have long days at work to know he’s having a blast and well cared for + getting great socialization.

This review is purely about the Petshotel. The store and Banfield are very good and should not be reflected by what Im about to say.
DO NOT BOARD YOUR DOG AT PETSHOTEL. Yep Im passionate about this. I apologize for the lengthy review but I want you to have the full picture, so please read in full.
We have boarded our dogs here on two different occasions. This past week would have been the third. I am only going to reference my one dog as she is the reason behind this review. I have a 1yr old 25lb German Sheppard/​Pit Bull mix. She is a shy dog who is very loyal to her family and once she knows you she loves you & attention. The very first time I boarded her here when I mentioned her breed (for reference by looking at her you cannot tell what she is, she just looks like a little puppy) the staff said «Oh» in a low toned voice «well pits cant play with other dogs.» I didnt really have any issue with this I just didnt like the way it was said. So my dog stayed at Petshotel twice. Both times afterwards they said «oh she did fine she was just a little scared but got along really well with the night guy.» So when I brought her this time im thinking no issues will happen. I go to drop her off and I offer two rawhide bones that I give her EVERY DAY in my house. The manager came out & said «We cant allow rawhides because theres not always someone around to watch the dog.» Yep, exact words. Now I know what she meant but still, you sell them in the store but cant give them to the dog? No biggie though. The girl came around & took my dog who naturally didnt want to go at first but then did. So I went and got her approved nylabones & dropped them off before leaving.
One day later, Im in another state on vacation, I get a phone call. «You need to come get your dog. She is being aggressive and we cant care for her properly.» Again, word for word. So right away I ask whats going on as she has been there before. The girl says she wont let anyone leash her. I then asked, can you feed her, clean her cage, and keep her safe? The girl would not give an answer even though I asked this over and over. All she kept saying was someone had to come get her. I tried to explain how I was out of state for 6 more days! They wouldnt have it. Then they told me, «its okay that she stays the night, we have been letting her into a connected cage so we can clean hers.»
The next day I called back to see how she was. I was told the same. My dog doesn’t bite, period. Never has in her life. She growls if she doesnt know you, but if you go low and introduce yourself as a non-​threat, she opens up. This is the nature of the dog and many many dogs. I have explained this to Petshotel all three times she was boarded, I even gave special treats to help the process. The manager comes on the phone at this point and says: «YOU HAVE TO COME GET YOUR DOG.» I said what if I cant find someone to get her what happens to my dog. They would not answer this question. I then said «Is she in danger? or is it because you cant put a leash on her? again, no answer. I then said, so what you are saying is you cannot properly handle my dog, again no answer except. «You have to come get your dog.»
I am shocked at this point and about to get on a plane home to get my dog. Luckily I found my sis in law to get her. My sis goes to pick up the dog and Petshotel says «can you go get her from the cage?» They couldnt even get the dog!!! My sis wasnt leaving her 1 year old in the lobby with strangers, and they wouldnt let her bring her with. So finally the manager goes and gets my dog. As soon as the dog sees my sis she was fine, in the car to Naperville Animal Hospital my dog is in heaven laying on the seat so happy to be out of Petshotel. Then Petshotel has the nerve to charge me for two days! After what they did to my dog I cannot believe this.
Now was is it my dog or Petshotel? Well its Petshotel. How do I know? Sis brought my dog to Naperville Animal Hospital for the remained of our trip. The staff instantly started petting her & showing her love. They had no issues with the separation anxiety either. Most dogs have some form of it. I picked her up today. She looked amazing! By the way, they walked her DAILY, played with her DAILY, let my PIT play with other dogs DAILY, they even gave her a bath and gave her medicine when her poop was loose. The boarder lady was kissing her and hugging her when she was leaving telling me all she needed was a belly rub. I explained what Petshotel did and the boarder couldnt believe it. She said «No way, she is such a sweetheart, she even made a new dog friend while here.» Yep, she was allowed to play with other dogs! Oh & did I mention the hospital doesnt charge you to play with your dog like Petshotel does. Cheaper nightly rate too.
DONT USE PETSHOTEL where they are scared of puppies! Petshotel upcharges you & is not equipped to handle common separation anxiety issues. MSG me for more info & questions

I was given a call by store manager after posting my previous review. She rectified the situation and gave me some free cat food. I was happy to see that the store does actually care about customer service, and will make the effort to fix bad customer service. :)

I ranked this PetSmart as just okay. I basically just come in here when I run out of dog food and he’s hungrily looking at the cat. It doesn’t seem like any of the employees really go out of the way to help and they always seem to not have the products I need.
It just doesn’t feel as welcoming as other locations and there always seem to be a line for the checkout.

My fiancé and I bought our dog about a year and a half ago. We were super excited about having our puppy so we bought a ton of things from Petsmart and had him attend doggy day camp often. We never had any issues with this. One day, I got a call that our dog was aggressive during group play. He was a puppy, less than a year old, and still had an issue with wanting to hump other dogs. The people at the Petshotel called me to pick him up.
When I picked him up, they suggested dog training. They said he would be banned from group play unless we paid for their training. We paid for the 6 week training class and our dog graduated. He had no issues in class and showed great improvement with other dogs. In fact, the trainer suggested he become a «therapy dog» because he was so well behaved. She told us multiple times how great he would be working in hospitals or nursing homes.
This was all about a year ago. Recently, I called to board him and they said everything was fine but he needed to have one shot updated. I got the shot updated and then called again to board him. This time, they stated he was «banned» because of his one bad experience. We were never told he would be banned from the entire Petshotel for his one aggresive experience. We were just told that he would just need a break from group play until he went through training.
When I told them we agreed to training and that he should be in the clear, they told me another manager would have to call me back since she was the one who made the note. Days past and I did not receive a call back. One manager played phone tag with me a few times, but everytime I called she was «busy.» She finally left me a voicemail and suggested I look around for other places to take our dog.
We are so disappointed. We would have never paid for the training if Petsmart hadn’t forced us into it. Our dog has matured a year now and is not a puppy anymore, however, they will not allow us to bring him in to be boarded. This has been such an upsetting experience because we really enjoyed Petsmart before. We have boarded our dog about 12 times at Naperville Animal Hospital and never had a single issue. It’s unfortunate that Petsmart is losing us as customers because they are not understanding of puppies and not sticking to their promise with the training. We would NOT have paid for their 6 week training if we were not given this promise.

Went here to return an item and purchase bully sticks. For a first time dog owner, the selection is overwhelming. Good thing I looked on the website beforehand so I could easily find what I wanted! Because there are NO employees on the sales floor to assist you. This is the same complaint I have with the Naperville store.
There was one cashier, which is all they really need, and she was very friendly and pleasant. But if I had needed help on the sales floor, I have no idea where I would have gotten help from. I doubt the cashier can wander far off into the land of bully sticks without being needed at the front of the store.
But YAY for bully sticks! Much more reasonably priced here than Two Bostons.