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| - My boyfriend and I were thoroughly unimpressed with the grooming services at this PetSmart location. After taking our pup on his first hike, we thought we would take advantage of this coupon we had for a free puppy bath at PetSmart that we got from the PetSmart Puppy Guide. The puppy bath is advertised "For puppies who need just a bath to maintain a healthy-looking coat. Plus, our pet-loving stylists help get puppy comfortable visiting the salon." But sadly we cannot say our Echko had a pleasant experience.
First of all, we were kind of skeptical because we could not see the puppy bath. It is hidden in the back of the grooming area behind a door of the "employees only" area. It seems the big window with all the dogs getting groomed is only if you are getting your dog trimmed/shaved. When we dropped him off, we were told that the puppy bath would take about an hour. We were fine with that (actually, we were expecting that), because the puppy bath experience offers a bath & blow dry, 15-minute brushing, nail trim, ear cleaning/hair removal/flushing, scissor feet/pad shaving, sanitary trim, and anal glands cleaning. After an hour of browsing through the store waiting for our pup, we decided to just wait in the waiting area of the grooming corner of the store. No grooming staff was to be found at the front desk for 15 minutes. Another gentleman who was picking up his dog had to talk to 3 associates of the store before they got one of the grooming staff to the front desk to finally pick up his dog. It was then we were told that Echko would be another 30-45 minutes because his groomer, Brooke, went on break and "he just needs to be dried still". My boyfriend and I were pretty confused because all we could imagine was our just-bathed puppy, still wet, waiting for this unprofessional groomer to go on break. That isn't the worst part, though.
So we continue to wait in the waiting area, see her come back from her break, and hope since he just needs to be dried, it won't be much longer. Turns out we ended up waiting a maximum of an hour from when the staff member at the front desk informed us the groomer went on break mid-bath session. While we waited, we could hear Echko screaming from the back. We originally thought it was just him howling at other dogs and playing, but now we're not so sure because what is to follow. When we FINALLY got to see him, the groomer made us pay for the bath before letting us inspect him. Luckily for us, we didn't pay a dime and had a coupon. When we finally got him, he had tear stains under his eyes on the fur of his face, he ran right to us, and then towards the big window, thinking it was outside. It was as if he just wanted to leave immediately. The groomer said nothing else other than "he was a good boy, very sweet. I hope you like it!"
It wasn't until we got to the car when we had the opportunity to inspect him thoroughly. It turns out, the groomer failed to notify us that she cut his nails too short, cutting the quick, causing many of them to bleed. The fur around his paws were covered in blood and the nails that were quicked were red, bloody, and scabby. I understand accidents happen sometimes, especially with dark coloured nails, but all of the nails that she quicked were clear. She also didn't touch the back nails at all and only cut the front nails, for some reason, even though there were many long nails on his back legs.
My concern is that she pushed us to pay before we could pick him up (even though the gentleman before us was allowed to pick up his dog before paying), she tried to convince us to re-book before giving us the opportunity to inspect him, then failed to take responsibility for her actions by failing to tell us she quicked the nails.
Not impressed at all and would NEVER recommend PetSmart's Grooming Services to any friends or family. Clearly she was unprofessional, undertrained, and more concerned with commission (if they get any) than caring for my dog.
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