PetSmart

It’s Christmas morning. I didn’t want to start my day off writing a review, but after yesterday’s experience I have no choice. My Toy Poodle is 16 months old. He has been getting groomed regularly since 12 weeks old (every 4-6 weeks). His first grooming experience was with Abbie at the Burlington Pet Smart. She is great. He has gone to her numerous times, as well as some private groomers if I want something extra like dye, special services, etc. Unfortunately, I made the mistake of booking a last minute bath and full haircut with Joanne. My dog was absolutely traumatized. I sent my husband with a screenshot of how we wanted his hair cut and he was told that it would be an extra $40 for one hour of brushing because he was matted. We agreed to pay the extra $40. No big deal right? He was told it would be about 4 hours. We were called and advised that he was ready in about 90 mins. As you can see in the photos, he has no hair now. The close up was taken 4 weeks ago on 11/26 after his groom with Abbie. The other two pics were taken yesterday after being butchered by Joanne. He is very depressed and not himself. We ended up being refunded, but that’s not enough. My dog is like one of my kids. This is unacceptable, Joanne. You didn’t even apologize. You didn’t fill out the report card like Abbie does. The only thing you wrote was “10 all over”. Did he not get bathed? How was his experience, Joanne? None of it was filled out. My husband said when he picked him up, Joanne went to the back to get him and brought him out and said, “Here you go”. You are cruel, Joanne. I believe your time at Pet Smart should be “Up” or maybe it’s time to retire altogether. It’s 20 degrees outside and my baby has no hair and looks sick. You didn’t deserve the 1 star even, but in order for me to write a review I had to click on it. #Bahhumbug

This store is definitely the most customer service oriented store that I have ever been to. There was a slight discrepancy with the grooming Department and the managers swiftly and successfully resolved the issue without any problem and compensated for my inconvenience. The managers are awesome! I could not have asked for better service. By the way, The Grooming Department did an excellent job! This PetSmart rocks!