PetSmart

I took my dog for glooming…13 mins late, I was greeted with horrible
hospitality! Moreover, they can’t find my bookings. Very rude! The GUY was at least being courteous

Has a big selection compared to other locations, has sales that other locations don't always uphold

This is my go-to Petsmart location because it's very close to my house, and up until today I have had nothing but great experiences here and have found the staff very friendly and knowledgable. However, when I went in today (August 10th 2022) I immediately noticed two teenage girls by the kittens up for adoption, teasing them relentlessly. They were dangling toys in front of the glass, tapping on the glass, running and jumping in front of them to scare them then laughing. This was very upsetting to me, so I found the nearest employee to let her know what was happening, but unfortunately this employee didn't seem to care much. She walked over to the girls, but I didn't hear her actually say anything to them, and she was back stocking the toys within 20 seconds and the girls didn't stop what they were doing. I know this is an anomaly, but I needed to leave a review to bring it to your guys' attention. When animals are on display in the store, staff should be trained to handle situations like this as these animals are already in a vulnerable position and need to be protected from people who don't care or understand their situation, and when the two people who are teasing the animals clearly have no intention of purchasing anything I don't see why they wouldn't be immediately kicked out of the store. It was very disappointing to see nothing being done about this and I feel very sad for the cats who had to endure this teasing. I apologize for the poor review but unfortunately bringing it up in person did nothing. Please do better for these animals.

First and last time I’ll be bringing my dog into their grooming salon. I called in and booked a Pawdicure which is advertised both online and in-store at the salon as including:

Nail trim & grind, light feet trim & pad shaving, ear cleaning, cologne spritz & everyday bandana or bow.

I was given an invoice for this package and my dog was sent out with a nail trim only. I reiterated I wanted the Pawdicure and the tech (new employee and unaware of the packages they offer) gladly took my dog back. She sent him out after completing a nail grind and an ear wipe.

I went on to ask about the feet trim & pad shaving. Another staff informed me I was expected to explicitly ask for each of the services when I dropped off my dog even though it’s clearly advertised as what appears to be a package with $68 value. I was then told “this is how we run our salon”. Unless you ask for each individual service, they may not perform it all.

Apparently this is for staff safety because in the past customers have “berated them” for performing feet trim/pad shave, as if I was supposed to know as a first time customer in the shop for this particular package! This is when the manager decided to raise discussion that my puppy at 7 months old was scratching at the techs so for safety reasons they could not perform the service. At no point before the manager came to speak with me, did the staff members even try to express that they didn’t feel comfortable continuing to work with my dog. I would have understood if they sent my dog out the second time explaining they wouldn’t be performing the fur trim/pad shave but instead, they just sent me off to pay in full.

No bandana / bow was offered until I asked because apparently this is a longtime package offered in which “most customers don’t want it”. I didn’t even bother to raise discussion about the non-existent cologne spray.

Super disappointing that the manager and staff didn’t acknowledge any wrongdoing and had the audacity to tell me to be kinder to staff when all I was asking this entire time was why they advertise a package and expect the customer to ask for each individual service listed. Why not be upfront at check-in and ask the paying customer which services they would like performed?

The manager failed to understand the situation and displayed poor leadership in a potential teaching situation for his staff. It’s clear that his staff have taken to his management style and (lack of) customer service approach.

Why are all the display tanks scratched up? I could barely see the conditions of the fish because the clueless staff was damaging the tanks with something that looks like a metal scrub. I have been to a lot of different locations in the lower mainland and none of the display tanks look like this. The staffs are also not friendly or approachable. This store seriously lacks management and training.

Shout to Kelly in the salon! She made my pup look sooooo good and she was super kind too! Thanks Kelly!

Prices are higher than any other option for pet stuff. But the staff who helped me was outstanding. She was well trained outside of PetSmart, very knowledgeable, and super helpful. I'd shop there more even with the higher prices if all staff was as helpful as her. Tall, short white hair. Thanks lady, sorry I didn't catch your name!

Minus one star for not carrying some higher end pet foods like ziwipeak, smack, etc.other then that this location is fine. Friendly and attentive staff and quick check outs.

Super friendly staff and awesome pick up service!
If you need any advice on reptiles this is the place to go!

Staff are very helpful. What we were buying was in sale when we got to the register the staff accommodated us quite quickly.

This is the best pet smart location in the lower mainland. The staff really care about the animals here. They are so sweet and kind to them. I adopted a hamster, and two skinny pigs from this location. They made sure to gently pick up the hamster and didn’t hold him on his back. Because they handled him so carefully he was a really sweet hamster and didnt bite us at all. In fact he would actually kiss us and lick our faces! With the skinny pigs the employees recommend we buy two, so we did. They said good bye to them and put them in a large bin instead of a tiny box because they didnt want the skinny pigs to accidentally scratch each other. One is sassy and thick, and the other one is a cute gentle sweetie

Beautiful visit at PetSmart today I have been buying my pet food at the veterinary for almost a year now at a higher cost then most so I thought why do I only have to go there they must have over weight management at pet smart too and they did I was so happy and saved a buck ur two as well so happy I checked it out and the bag of food is a upscale brand and a bigger bag.

I had a bad experienxe from the General Manager who's working as a cashier as well. I was returning an Iten and he was really really rude.

Its obvious and sad they know very little about fish and aquariums, evident from that state of the dirty tanks and starving fish because theyre cohabiting tiny tanks with incompatible species, just a shame they have now care about animal welfare

I like their selection of fish. This is my number one spot to get beta fish when the time is right. The workers there enjoy their job and make you feel welcome.

For starters, I tried calling them about my online order and was on hold for like 10 min to have the phone pick up and then nothing, just sounds of a pocket or something. Called back, on hold forever and gave up. Then they canceled my order I had already paid for without notifying me that they were considering that of which I didn't know was even an option for them to do after the product has been paid for. PET FOOD. So not only did they not tell me they were canceling it or warn me at all now I'm stuck waiting for 3 to 5 business days for the refund and now my pets have NO FOOD. It all had to happen Christmas Eve so now there's only 2 business days next week and their lack of professionalism and consideration for their customers (I mean the animals) has put me in a position where I can't feed my pets. When I did speak to someone about my order prior to their cancellation he also was rude which I chalked up to its the holidays in retail I am an understanding person but you've now effected the wellbeing of my animals and that I am not understanding or patient about whatsoever. I rarely leave reviews but this location has completely put me and my pets in a position that can't even be redeemed for 3 to 5 business days, you cancel the order on Christmas Eve and expect what? Cause everyone especially those like myself on disability are broke after the holidays which is true but I PAID for their food and due to holiday madness I was unable to pick it up within the week of ordering the bag. A week people come on it was right before Christmas and you can't consider that people are busy? Unprofessional, inconsiderate, and careless for people who work in the pet industry. I worked at bosleys and I can say for certain they care for their customers by far much more than PetSmart and despite this not being my usual location I will not be purchasing my pet food etc from this business anymore. If 0 stars were an option that would have been my rating.

The employees are super helpful and friendly. Prices are quite competitive, especially with the treats that our puppy likes a lot.

Keeping animals in little cages with over priced tags on them to sell them to people that have them for noveltys is wrong they should be kept in cages and see how they like it

Has lots of stock on natural pet food brands and has a great adoption center that has furever pets looking for a lifelong home, that are adopted quickly. Good location, has a Starbucks, Canadian Tire, Save On Foods in the same complex.

Trina is the best dog trainer. She is very enthusiastic about her job, and also extremely knowledgeable. She is very passionate and patience. I drive 45 min just to take her class with my dog.

My sales lady, cashier and manager were all working really well.knowledgeable and friendly. However, the seemed to be the only three people working. What should have been a maximum of 15min visit, turned into 45. Would have given 5 stars for staff alone, but staffing was short.

Almost always has what I need in stock and some good sales. Only complaint is lack of staff but I'd assume covid has hit many stores and their budgets. The few staff that are on are always friendly and approachable.

Pretty good place to shop! I support them because the help with adoptions of pets (). Every time i go there, i make an additional donation for the charity they support.

Selection of products is pretty good. I tend to buy Canadian brands, but they have quite a bit to choose from (domestic and US brands).

Good sales, also! Free parkin!

This is a one stop shop for me when it comes to fish. They have a wide range of species of every kind, and fish food too.

Great collection of everything you need for your pets, plus lways has something on sale. Staff are very kind and friendly.

I left my dog for grooming and I felt so disappointed. The fur was not even and the ears still dirty. I called to complain and the manager was giving me excuses for that. Do not bring your dog for grooming at this location. The job they did you could do at home. Very very disappointed.

Good stor. Good stuff, always help if you need.that why I gave 5. Always going shopping this stor.

They never stock there shelves, they keep blaming the warehouse not true I went another pet food store they said there's no shortage

The grooming is good and seems like a reasonable price. Some of their items you can get online for cheaper if you wait a day

Only one person working till while I count ten people in line! Need help down the Ilse well good luck! Where are all the staff?

Very bad experience and really bad customer service, I wanted to give a pet fish as a present to my friend, i call into the store to ask if its possible to pay online n they refused! Totally accepted, i sent money to my friend n showed her the picture of fish I choose for her. Later that afternoon, I called again to the store to ask if it's in stock. The man who answered was so rude n said they have everything in store whatever is shown in website, he was the manager i guess, later after 2 days when my friend visited the store she couldn't find any of those 3 items i suggested her. I was given wrong info. By the man! My friend was so disappointed she came back home, after a week i tried again if she can go again to the store n collect any of the fish. Again same thing happened, fish tank she was told wasn't there in store. Fish food she picked wasn't there! Moreover, i asked the man on call, if there is male red betta fish, he said they got so many fishes my friend can came n get one. N when she arrived she found there was no red male betta fish, so she had to pick black female betta fish instead. If this is how it works, why was i been told by that rude man that the petsmart carry everything in store whatever is there on website, also he said they have red betta fish in store. This was my first experience with petsmart n wasn't really appreciated. I planned to give her present on 14th n it was 21st feb she got the present n wasn't even the same what i planned.
M not happy with their customer service!

Go see Cassandra for an amazing dog groom. She is fabulous every time, and super friendly.

All the staff in the grooming department are lovely and I’ve never had a bad experience in the two years we’ve been bringing our dog here.

I paid this product partial with the Gift card, the cashier took my $30 gift card without scanned through the $30 gift card, and I didn't notice until I got home, and I found out call the store, and talked to the manager, and she never return my call, which I was over charge 30$, I will definitely not shop petsmart anymore.

Phoned the store 3 times on February 7,2020 at 8: 18 PM. Waited on the line almost 5 minutes. No one picked up. Website graph showed they were still open and not busy. Phoned again at 8: 28 PM. Someone picked up and hung up on me. Foned back at 8: 30 PM. A gentleman picked up and informed me they were quite busy at this time. For such a large chain, it is unfortunate that they are understaffed.

Great staff and wonderful environment. The pet grooming department goes way beyond the call of duty.

Staff are always friendly and helpful and very nice to the doggies:) gave my young puppy a large bone to help her stay in the cart comfortably

If you are a pet lover highly recommend you to visit this place, you can choice your pet's favorite food from different brands, what is unique here is you also can adopt a lovely cat here, just between 175$ to 225$ with cash you can have a cat and bring it home very good situation and most of days you can find a lovely cat here for adopt, you also can buy several pets here like fish or hamester, birds and ect

As good as other PetMarts and my interactions with staff have always been positive. Thanks Pet's Smarts.

Always find everything I need. Customer service is great and staff are always very helpful and willing to help.

Price here is usually 10% more than anywhere else
Treats for cats posted at $3.00 while down the street it's $2.74
I wanna stop stopping here cause of the higher price vs other stores

Yesterday I had bad experience when I went there to ask for a replacement for a part inside a tool that's used for showering pets, the manger of the store was annoyed cuz I got the original tool from Canadian tire, and she gave an attitude and said to me that I should look for it at Canadian tire as I already purchase it from there " really professional "
She didn't think for a second that I might have already asked Canadian tire and that's why I came to pet smart.
It was bad experience unlike the other pet smart storesI have been to.

Didn't have a good shopping experience at the Grandview Hwy PetSmart. The store employee didn't want to take down a dog bed that we wanted to buy from a rack above. Then He agreed that we should go shop somewhere else, so we went to Canadian Tires and bought one that was on sale, cheaper and better. Customer service lacking from one employee is unfortunate.

Store is alright, but more attention and care is needed on how the cats for adoption are cared for. They need exercise outside of their tiny cages as well as staff (not all) that are attentive to their cages and requirements.

Mostly dog supplies but not a lot of cat options, especially local/Canadian healthy cat foos brands lacking. Friendly staff.

Terrible service the lady who was helping me gave a lot of attitude and she was very unfriendly.she looked really impatient when i was asking her basic pet care questions and how old the pets were.she seemed very uneducated.

Nice location, very big. However when trying to get reptile food it's impossible to find a staff member.either they're being bombarded with fish/small animal people or there's no one there and I always end up going up to the front to ask for help.
Sidenote: their dog trainer is a horribly rude woman who asked my dog if he'd prefer to go home with her instead since I had just gotten a puppy and was looking at various training devices. Unsure if she still works there as I haven't been there for a while.

Terrible service. Manager (asian gentleman) in the grooming department has extremely poor customer service. Been to this bentall location for awhile and never once have I been greeted or smiled at. He is rude and doesn't know how to deal with customer problems. Never going back there.

The budgies I saw there where sick and the cages where dirty. Luckily I have adopted 2 from a local breeder #adoptdontshop. I only buy the supplies here and my dog loves the treats and greenies. He enjoys them. I will be getting my new budgie cage today as well.

The staff was very friendly and helpful and took the time to look for what I needed as it wasn't originally on the shelf.

Very slow customer service. Very difficult to get the bugs I need as they are randomly out or I get home and the bugs are all rotting. Thst was wax worms last week. Often the staff are not quick enough to get lines moving. I suggest when you have paying customers you tell the kids wanting to pet or ask about animals they won't buy, tell the kids to hang on and help customers and go back to the kids after. Multiple times I've gone to the desk to ask for help with bugs and by the time I get there they are helping other people just arriving. Perhaps habe a number system or more attentive workers. Sick of taking home containers of pre dead bugs or them not having what I need after coming all the way in. Some staff are ok but most I find don't understand how frustrating their lack of speed or care to good quality products. Also it's all locations that I have this issue. Check your bugs each day. Open the containers and sift through. Waste way too much time and money and then my reptile thinks it's me being a bad mom.

We were Extremely impressed with how knowledgable staff and management are about the products that they sell and more importantly the best food that is the healthiest for our pets

Good store but their grooming salon is sometimes rude and doesn’t provide the entire service you paid for. They said I had to specifically ask for it. I’m not paying you to not do it. So dumb.