PetSmart reviews and complaints 1
View all 638 complaintsPetSmart - grooming
The grooming department and the management of the White Flint, MD Petsmart engage in discriminatory practices against geriatric and ailing dogs, some of them their longest customers. Yesterday, we discovered that the manager of the White Flint, MD Petsmart and its groomers have decided they no longer will groom dogs 10 years or older. This same corporation, which embraces a compassionate business model by demonstrating beneficence to abandoned animals through supporting rescue organizations, permits its store managers and grooming departments to cast out the most vulnerable geriatric and sick dogs.
At the White Flint Petsmart, the groomers several months ago began issuing "behavioral report cards" to clients. At first, I thought this was a nice innovation. But, then, I learned the report cards are not being used to promote best practices. Rather, they are a means to blackball animals, including 2 of my dogs, one a 15-year veteran and the other a client for more than 6 years. The first was thrown out, because, according to his report card, "he is too old to be groomed." When we questioned a representative from the grooming department about this point yesterday, we learned the manager and groomers had instituted a new rule, which states that they do not groom dogs 10 years or older.
The "report card" system also is used to blackball animals who have ailments, which are readily treated, once identified. My other dog, as I pointed out to the groomer, had a sore on her cheek (turned out she had an abscessed tooth), which might have explained why she suddenly (after being a client for 8 years) became snippy when she was being groomed. "No problem," she said. I took the dog to the vet the next day. I had the tooth treated. She is back to her old self. Nonetheless, as we also discovered yesterday, she also is permanently black balled from the White Flint Petsmart groomers. What purpose, then do the "report cards" serve? If the intention is to permanently blackball a client, why go through the trouble of issuing a "report card'? Why not have a manager address you in person, when a groomer does not want a dog to return. WE ARE ADULTS. WE DO NOT NEED REPORT CARDS.
More importantly, where is a long-term customer supposed to go, after having spent 15 years as a client at a facility, only to be told that the dog has aged out of the grooming department, now that there are new rules? The grooming department at the White Flint Petsmart recommended we speak with our vet. Our vet was absolutely outraged when we told her that the groomer said the dog, who at 15 is admittedly ancient, was too old to be groomed. When we showed her the"report card, " she was angry. She said it was not only unprofessional but also unethical for a groomer to suggest a dog was too old to be groomed. She also said she was a medical professional and therefore Petsmart should not be recommending that we discuss with her, or for that matter any veterinarian, what effectively were business decisions and not best practices related to animal care.
I highly suspect the latter is why the White Flint Petsmart has not sent out an official card to each of its clients with pets 10 years and older, explaining the change, the reasons behind it, and providing a recommendation of what to do next. The store's manager has made a business decision, which runs counter to all the best practices of animal care. Why is he refusing to acknowledge that veterinarian medicine has made it possible for dogs to live longer? What's next, banning the sales of glucosamine? It is outrageous... IF YOU TREAT YOUR PUPPY OR DOG WELL AND PROVIDE HIM OR HER ROUTINE VETERINARIAN CARE, THEN STAY AWAY FROM THE WHITE FLINT PETSMART GROOMING DEPARTMENT. OTHERWISE, WHEN YOUR DOG BECOMES OLD, HE OR SHE WILL BE CAST OUT, AND YOU WILL NO LONGER HAVE A GROOMER. It is much better to establish a long-term relationship with compassionate, responsible groomers, who are aware and acknowledge advances in veterinarian medicine, by working not only with young, cute puppies, but also are willing to see them through adulthood into old age.
Finally, I add that this is not about somehow trying to avoid paying for services rendered. I paid for all of the services, even though the two dogs were only half groomed. I generously tip. It is not like I was trying to get something for nothing. These facts in and of themselves expose the hollowness of the Petsmart corporate propaganda. If a corporation allows its grooming facilities to treat the ailing and elderly dogs of its paying customers in this way, how sincere can it really be about the cause of abandoned and inhumanely treated animals?
The complaint has been investigated and resolved to the customer’s satisfaction.
Latest PetSmart Reviews
Thanks Allot Petsmart A range of different things needed for all pets Great customer service Dog whistle review Awesome store and online buyingGiving a Voice to Consumers
At ComplaintsBoard, we know how real consumer issues matter. Our platform is a special place for honest opinions, where people share their reviews openly and honestly, whether good or bad.
Our team checks each complaint or review thoroughly to confirm that each one comes from a real customer experience, keeping our platform trustworthy.
We're totally cool with complaints, as long as you've got some evidence to back it up. Whether it's a photo, a detailed story, or documents, providing evidence makes your complaint more believable and helps others make smart choices.
ComplaintsBoard is more than just a place to share complaints; it's a community where we talk things out fairly. We welcome reviews that not only point out problems but also mention any positive experiences, giving a balanced view.
We're dedicated to providing a fair and unbiased platform for all complaints. Every complaint is important to us, no matter what it's about, ensuring your concerns are heard and respected.
I took my 12 year old Yorkie mix to the Kentland's Pet Smart 2 months ago for a grooming. My girl has serious issues with having either her face/or her backside touched much less handled & I told the staff about the issues & they still agreed to at least try. I was called & told they couldn't do her face as short as I wanted because my dog was not handling it well which I appreciated them telling me & they reduced my grooming bill. They even recommended a vet who grooms special needs dogs who might need a sedative.
I appreciated the honesty and most of all the willingness to even try to groom my dog...who btw is blind in one eye, deaf & arthritic and the staff still agreed to try.
I am a groomer as well.. I have had to send a few request dogs to vets to be groomed as well. I didn't want to, but it became dangerous with the limitations in the salons. I have seen dogs that did wonderful for YEARS, all of a sudden start having seizures after or during the grooming process.. Stress can cause them to stop breathing suddenly.. LOTS of things change in an older dog.. I actually love working on old dogs.. I groomed my mothers 17 year old schnauzer before I became a groomer.. why? His groomer recommended the vet groom him.. and the vet recommend he be groomed at home, as even just the stress of the car ride had him dangerously overstimulated. Sometimes, it really is for the safety of the pet. (and others, for the safety of the groomer as well)
I work at this petsmart in the grooming salon, and I know exactly what dogs she's referring too. Yes all of her dogs were old, and yes we did recommended her to a vet because her dogs were becoming increasingly difficult to groom. We never told her we didn't accept dogs over 10 yrs old. We told her dogs over that age could be more difficult to groom due to various issues that can happen with older dogs. What she didn't tell you was that all of her dogs have a multitude of problems...some of them being...they're blind, deaf, hip problems, senile, easily stressed out( to the point where they pee and poop everywhere), came in badly matted almost every time, bite, thrash themselves around to the point where they almost fall off the table, or flat out don't like being groomed. Some of these issues had not always been there, some had, but all of the above can happen as dogs get older. Since she had 5 dogs, we even asked if she could possibly bring in 1 or 2 dogs at a time (instead of all 5) so that way they wouldn't be there all day (she requested a specific groomer for all her dogs)or even split them up amongst different groomers so it would be less stressful for them. And she said no. We did what we did for the health and benefit of the dogs! People need to understand we don't do things like that for no reason. Like groom mngr and Groomer715 said..it's not always about the paycheck! Yes, I work for a major corporation, and yes, ultimately the grooming salon is a business and businesses need to make money, BUT it's also about the health and welfare of the pets. As a "business" why would we want to "kick out" or "blackball" a customer who brings in her 5 dogs to be groomed every 2-3 months and spends over $400.00 every time? That groomer just lost $200.00 from they're paycheck. Why would they do that to themselves? That doesn't make any sense. To me the only other reason would be because it's for the dogs benefit not the owners. I totally agree with both groom mngr & Groomer715
You go Groomer715! Well said. I didn't know that PetSmart changed it's policy, ONCE AGAIN! I would think this dog owner would care enough about the dog to take it to a vet to be groomed. He may have to be sedated and monitored. I also groom cats as you do, and there have been a few times I have told the owner they need the vet for it. I refuse to stress any animal to the point they may be in danger to themselves.
OK first off we HAVE to give out those report cards as part of our job, if we're caught NOT doing it, automatic write up at my store. believe me the LAST thing i have time for is to stand there and fill out some stupid report telling you how "well" your dog did even if it acted like satans pet. i have more dogs to groom, more people to help, more phone calls to take and usually more pee to clean up somewhere. i can tell you everything you need to know in about 30 seconds while your standing there getting your bill. answer your questions if you have any and get back to work and get you going on your day and get your pet outside to the bathroom. as far as older dogs are concerned. NO dog over the age of 10 is allowed to be kennel dried, this presents a problem when the dog is old and doesnt like a dryer, doesnt want to stand up or needs frequent breaks, if you have a lazy groomer that is a different problem. In my experience some dogs are just too old to be groomed. you say they "cast out" your dog... ever think it was for the dogs own good? Dogs and in my case Cats do NOT act the same in the salon then when they are at home...they are also not happy and carefree and "lively" during their groom like they are when they walk out the door. but by all means if you want someone to groom your ailing dog, who is to old to be groomed, and cause them to have a seizure or a stroke or worse die in their care, complain more, they will change the rules maybe make an exception but dont say thay they didnt do anything to avoid it from happening. and by the way, one little complaint especially while someone is at work, can ruin the whole day so maybe think outside the "well this is making me a little unhappy" box and THINK about why they did what they did. not all of us are lazy and not all of us care but i can say that MOST groomers arent just in it for the paycheck, we actually like dogs, we dont like hurting them and we do whats best for them, even if that means mommy and daddy dont get their way...
It's really a shame. I welcome the old and handicapped dogs, the puppy mill rescues, any dog that needs the special handling and love. I do set my limits on aggressive dogs but most old dogs are pretty good, just unsteady and some are cranky. At an old age, they have earned the right to be cranky. I ain't no spring chicken and I get cranky too! I wonder if this is the decision of the individual salon or a new "rule" made by corporate. I will find out. Perhaps you should call around and visit a few local salons. Ask how they feel ab0ut older dogs, ask for referrals. Do some home work and pick a seasoned groomer that will take the time and provide the gentle treatment the geriatric dogs need. They are out there. Just make sure you pick the right one.
You are an idiot. When dogs get older, it because more difficult and more dangerous to groom them. Your dog is 15, i wouldn't want to groom it either. Your dog should be at home in a peaceful environment, not stressing out at a grooming salon. The older they are, the more stressful the situation is for them. You should be more concerned about how happy your dog is, rather than worrying about how beautiful its hair looks. You ignorant bitcch.