PetSmart Dog Training

I’ve been a loyal customer of this PetSmart location for about six years. I’m Latino, and I’m also a pet parent to three dogs — two 5-year-old German Shepherds and a Chihuahua. All of them receive their veterinary care at this store, and over the years I’ve spent thousands of dollars here. The dog trainer who has been there since the beginning has always been wonderful, and I appreciate the consistency she brings. Recently, though, I’ve noticed some changes in the overall environment. On my most recent visit, I was shopping with my Chihuahua in a cart while getting food and looking for a sweater. My larger dogs tend to experience anxiety in tight or crowded spaces, so when I’m at the store I remain very aware of my surroundings. During this visit, I noticed several employees giving me what felt like suspicious or uncomfortable looks. When it came time to check out, only one register was open as usual, and several customers with dogs began lining up behind me. This is always the most stressful moment for me because the space near the register is small, and anxious dogs can easily get too close to each other. As I approached the register, I heard the cashier say into her earpiece, “I have the customer with the three dogs here at the register.” Immediately after, she avoided eye contact and seemed unsure of how to interact with me. When I asked what was going on, she told me she had been asked “to hold” me there, without further explanation. Those few minutes felt extremely uncomfortable, especially with multiple other dogs gathering behind us. After paying, I stepped outside with my dogs, and it dawned on me that I may have been singled out under suspicion of shoplifting. I felt compelled to go back inside and request a refund. When I explained how I felt, I was met with repeated contradictions such as “we were just checking something,” without ever being told what that “something” was. A manager came from the back and repeated the same message. A bystander who had witnessed the whole interaction told me directly that my feelings were valid and that she saw exactly what I described. I want to be clear: I’m not asking for anything free, and I’m not writing this out of anger or resentment. I simply want to express how the experience made me feel as a long-time, loyal customer. I believe PetSmart as a company is better than this. We live in a tense political moment, but that tension should never affect how customers are treated inside the store. Unfortunately, this experience has made me uncomfortable continuing to shop at this location. I hope this feedback encourages better communication and customer service so no one else feels the way I did.

Really sucks when you bring your dog up there to have their dogs nails done but the "Professional Groomer" doesn't want and can't do it because she was scared and my dog was nipping at her. There are muzzles for a reason and professional groomers should have plenty and of all different shapes and sizes. She just gave up. It just blows my mind someone was so unprofessional and couldn't do what she is supposed to get paid for. But she's hourly pay so she doesn't care. Absolutely ridiculous!