Poor customer service and complete lack of attentiveness
Many dogs, such as ours, require that hair be removed from their ears to avert an inevitable smelliness and subsequent infection. We loved the fact that this store actually had a parking lot (in Philadelphia) and went because it was relatively close to us and clean.
Little did we know that we were actually taking our dog to Pet Hell.
Our dog was left with the groomers for a few hours (which, we found, is far longer than what a service like this typically takes elsewhere). We were given a call to inform us our dog was ready to be picked up. I like to see what I'm paying for, so immediately after walking out of the store's doors, I checked my dog?s ears.
They were FULL of hair.
Not only that, we were never told that the service we paid for was never performed.
When we took the dog back in, they blamed the dog (although there was never an apology for the fact that we were never told that the job wasn't completed). I was pretty irate at this point - I was told by one groomer to ""Shut up."" I overheard another groomer complain about how much he >hated< when people brought in puppies (complaining about another dog). We were told that taking the dog?s ear hair out (a fairly typical task) would cause our dog to ""bleed to death."" The same groomer said, looking at us, ?Some people are just never satisfied.?
The kicker: they still didn't finish the job. On top of that, they wouldn't give me a refund for the work they didn't do. I didn?t plan on donating money to a bunch of dim groomers (I don?t use this to describe all dog groomers ? just the ones working @ this location on this particular day) who hated their jobs ? I paid to have a service performed.
I wrote a letter to the general manager about the poor service and poor attitudes held by the staff. He sent me a PetSmart card in the amount that we paid for the service (I requested a refund from him). He also called me and told me that they were changing the escalation process so that a manager would, in the future, be immediately included.
Unfortunately, we won't be able to experience this as I will never take my dog back to this place again (I suggest you don't either).