Got 2 GloFish and a ghost shrimp from them, the staff are very nice and friendly, they all know what they are talking about with a sense of humor, the fish are well kept, prices are great (especially with their Pet Perks program). I have a great experience every time I go there, the staff dont tell you false information just to make a quick buck off of you, and if they are unsure about something, they ask the animal manager. All their animals are well kept, and I have 2 happy and healthy GloFish and a ghost shrimp in my aquarium. When the staff see you they ask if they can help you and are very polite with that. Also when you walk in, you are greeted with a sincere smile from the people at the counter and at the counter where you pay, there is a container of dog treats to take for free if you have a dog with you or at home. Overall I think this store is a very good facility and are doing well.
I took my cat to be groomed for the first time earlier this week. This was the closest place to my house, so I chose to go here. Never again. The associate that was to groom my cat, Cathy, seemed like she didn't want to do it at all. Now, my cat is an older cat, and arthritic, but is very sweet and docile. She has long hair, though, and some matting that she was not letting me get out, so I told her that and said it was okay to shave her, but that I would prefer she not be shaved if she didn't need to be. She responded with an attitude, saying that if my cat was difficult that she would have to shave her because she wouldn't put that above her own personal safety. Now, I agree with that 100%, but I never asked her to put my cat's appearance above her personal safety, and the level of attitude with which she responded was entirely unnecessary. Additionally, as I stated my cat is docile, and has never hurt me when I've brushed her, so it's unlikely that she would hurt anyone else. Cathy's entire demeanor throughout the interaction was just unpleasant, and she also handled my elderly, arthritic cat roughly, in a way that could have exacerbated her condition, with full knowledge of said condition. Additionally, when I came to pick her up the groomer wasn't present, so I couldn't ask her how it went or what she ended up having to do. I give two stars because the rest of the associates that I interacted with were great, but since Cathy was the only option to groom cats I would never recommend taking your cat here. In the future I'll be driving the extra distance to Raymond to take her to Hair of the Dog Grooming Pawlor in Raymond, where their cat groomer actually likes cats and handles them gently and with kindness.
So I've always had good experiences at this location, until tonight. Went in for dog food like I have for many years. Grabbed a bag that was apparently in the wrong spot. 30lb bag in 33lb tag. Reached the register and found out it was wrong. Ok my mistake. I get larger volume you can get better better discounts. $10 cheaper for 3 lbs? That's not the point tho. 2 stars are for the smug and very short response from the "manager". Being in customer service for 8+ years and a current manager myself, short and smug responses are nothing short of bad customer service. If I had a polite and curtious response I would of grabbed the bigger bag for less money. Instead she just adjusted the price and sent me on my way with a cold shoulder.
This pet smart locations satisfactory team was amazing. They were friendly and nice. The store associates and manager's helped me with all my problems and took the time out of their day to make sure I got what I needed. Really a great place. Thanks again.
We use the groomer for the nail grinding walk in service. The last time we were in we were helped by a woman named Audrey who was pleasant and fantastic. The last time we brought our puppy (she's 7 months old and rambunctious) to have her nails ground down you would've thought there had been a death in the salon. No one smiled, no one was polite (not rude) but more apathetic than anything. They made me feel bad for daring to ask to utilize this walk in service. I was extremely disappointed with the customer service. It was down right poor.
UPDATE: I went in to Petsmart to express my concerns, and in addition to refunding my money in full they thanked me for bringing my experience to their attention. I still wouldn't recommend the specific groomer that I encountered but I would recommend the store as a whole. They seem to truly care about their customers and the experience we have there, which is rare for a big company like them.
Petsmart is a US Store based in Epping, New Hampshire. Petsmart is located at 11 Brickyard Square Ste 11, Epping, NH 03042, USA.
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