PetSmart

01/17/2020

When I asked for grooming for my basset hound, there was one customer picking up and two people working. They said they had time to wash my girl and clip her nails. After I signed the work contract, the guy said it would be about an hour and a half as the groomer had to go to lunch. This was 4pm. I replied with well I can just come back…on no, we will put her in the kennel and pamper her. She will be fine…probably won't be an hour and a half. I did not receive a call so after an hour a half, I returned to see no one, but heard my dog barking. There was nothing I could do but listen. Then the girl working there finally came out front and told me my dog was being rinsed. They had gotten covered up. The guy grooming her had started washing her and had to put her in the kennel soapy. A few minutes later the guy came out and told a different story. He said she was put into the kennel wet and smelled like wet dog so he was regrooming her and giving her the works. He did appologize. It was around 6:30 pm when she finally finished. The charge was still just $27, and they did a really good job, but the experience was traumatising for me and my girl. The trust is lost. My dog went to bed at 7 and would not eat the dinner she missed because she was being groomed so late. I did give her treats when I picked her up though. She woke up 14 hours later to go to the bathroom then got back in bed. She is not acting herself and had a limp when she woke up to go potty. That does not mean they caused it. It is now 15.5 hrs since bed, and she is still there. Knowing that the girl said she was put in the kennel with soap and being rewashed is enough to question what the priorities are at this place. How do you stop in the middle of grooming a dog? It takes me 15 minutes to groom her at home. I am so disappointed. They seemed nice, but the experience has me questioning what could have really happened. I am a regular pet smart customer. This is my first time using this town's grooming service.