PetSmart - Machesney Park

Customer states that the last two visits were not good at all.

.

unknown

We arrived 15 minutes ahead of our appoint time. We were given a and quot;promise timeand quot; of 3 hours from that point to pick up our dog. We shopped in the area for the next 2 hours, and since we didn't receive a call that our dog was ready yet, decided to return to the PetSmart grooming salon to check up on our dog. When we arrived we heard him yelping frantically in the back and as we entered the salon, one of the groomers yelled and quot;shut up!and quot; to our dog barking in the back (he was the only dog they put in the back).
We were pretty upset at this point as our dog has significant anxiety issues. Either myself or my spouse is always with him as one of us works from home. Needless to say, things were going downhill fast. We inquired and they told they hadn't gotten to his cut yet - just the bath and he was and quot;dryingand quot; in the back. The problem we had with this was they use a significantly large commercial dryer; we didn't buy this and saw numerous dogs being cut - 5+ as we walked in at that point, so we deduced they were overbooked and gave him lower priority. What was the point of the appointment then?
We left the grooming salon, approached the manager, and presented the situation. He was friendly but defended the salon. He told us they double-book at the same times and let the dog's dry in the back. We mentioned our dog's anxiety issues and he offered to give us the and quot;express serviceand quot; ($15 cost) the next time where only our dog is worked on A to Z. We've never been offered this by an employee so where did this come from!?
Our dog was done 10 minutes late from the promise time. The groomer apologized but we aren't satisfied with how they execute that area of their business - we are looking for a new groomer and will not return to PetSmart Machesney Park OR PetSmart Rockford for anything beyond a nail trim/grind.

I have been very pleased with the grooming salon. Our Groomer's name is Brittany.

I called about my collie and they said she wasn't ready yet and they needed more time. I went to Pet Smart and waited and watched. The groomer could have been more gentle with her as my collie yelped a few times as the groomer brushed. She was in a hurry because I was there. After 6 hours my collie was still not completed. During my waiting time I heard the groomer complain about how much time she had already spent on my collie. To look at my collie I thought she could not have been brushing her for 2 hours. She had only clipped three of her four paws and was brushing from her back end to her head. After waiting and watching for about 10 to 15 minutes I told her to quit, she was breaking my heart. At this point she had only brushed to her mid section. I took my dog and left. I had paid $107.00 when I dropped her off at 8 am that Saturday morning. Just as I reached the door the manager called out to me and offered to refund my money. I took her up on it. It was a very nice thing to do. I am currently looking for a new groomer as I will not take my collie back there again.

We didn't spend anything because we had a coupon from them. They went above and beyond. We also buy dog food from them and we use them for training.

Used the grooming services today for the second time. very satisfied with the quality of work and the price. I had been taking my Cocker Spaniel to a local groomer for years. The price seemed to increase about once every four months, so I decided to check out another option. I tried PetSmart and will continue to give them my business. Prices are great, appointments are easy to come by; and they have convenient evening and weekend hours for grooming appointments. The price is almost half of what I had been paying the former groomer.

They taught how to walk on a leash, sit up, lay down, and barking. We signed up for the second level of training as well. They also have dog grooming and day care.