PetSmart

judy sprandel

2024-05

Kathy, the Pet hotel manager at the Naperville location is the WORST person to deal with here. She has the rudest demeanor of anybody at this location I have ever seen, and consistently greets clients with a scowl. Above all, my dogs were not fed ALL DAY during their stay here, even though we provided plenty of food and snacks for them as well as instructions both over the phone and in person. When I called her to report that they were not fed, She asked” Well, what did you want me to do?” Seriously, that’s it. No remorse, no offering an apology until I told her my feelings and concerns for the dogs not being fed all day.

Sagar Tayde

2023-05

Clean store, helpful staff. They answered all the questions about a product that we wanted to buy while accurately pointing us to the aisle. Other shoppers seemed happy too. Saw flyers for dog training in the store.

Jessica B

2024-05

I would not recommend the grooming services. I took my adopted Bichon to this place. He became very anxious whenever I took him here to be groomed. They gave him nicks and cuts on his body. I think they treated him poorly. And they decided not to let him come back to be groomed. This place is a joke

Britt M (LamaMama)

2019-05

So we have a PetSmart right down the road from us so we wanted to check out another location and what all they have. Unfortunately I felt really uncomfortable here with the cashier who I felt like was just watching us look at the reptiles (our sons favorite). I felt like we had to buy something and couldnt just look at all the animals. I don't know, just felt weird and that never happens by the one at our house. Other then that, everything was clean and organized very similar to ours, and inventory in the animals seemed a lot more then ours too which was cool too see. Thanks!

Adriana

2023-12

I wanted to book a puppy bath and trim appointment for my 6-month-old, 6-pound Maltipoo puppy at Petsmart. Noticing the online booking issue, I called ahead for confirmation. I was advised to book the appointment as a bath and brush and request a specific trim upon arrival as my puppy is not considered a “puppy” at 6 months, mind you that all I wanted was a trim around his eyes as my puppy had his first full body haircut about a month ago.However, my experience at the store was far from satisfactory. Upon arrival, I was not greeted and faced an unresponsive front desk. Despite explaining my prior call about the trim, I was abruptly informed that they couldn’t provide this service and was advised to reschedule. This was contrary to the information given over the phone.The lack of customer service was glaring. According to Jill no manager was available to address my concerns, leaving me utterly disappointed. I had reserved time and waited for this appointment, only to face inefficiency and a dismissive attitude.This experience reflects poorly on Petsmart’s customer service standards by their “groomers”. A basic understanding of service solutions and respect for customers’ time is essential. I will not be returning and urge Petsmart to improve their customer service 101 training and internal communication.

Kelley Mandolini

2024-04

Don't ever bother with grooming at this location. Absolute garbage. Go to Darien where they are professional and handle their business properly.

Charlie Catlett

2023-08

Unless your dog is 100% healthy, young, and strong you do not want to leave it here. If anything unusual presents itself, they make zero effort to figure out what is wrong, not even consulting the in-building vet. Our dogs have stayed here 10-15 nights every year for many years, but no longer. We were 1,000 miles away on vacation when they called saying our dog (who is old) could not stand up and we need to pick her up immediately. They made it sound like the dog was on her deathbed. My wife flew home immediately (4 days early) and the issue was that the dog, as is common with old dogs, could not get sufficient traction on the slick floor. She was otherwise spunky and energetic. She just needed a bit of help standing or a mat to make the floor less slick... but this is apparently beyond the job description of Petsmart employees. They were completely unapologetic, saying the local vet was too busy to even get an opinion. I spoke with the assistant manager who said the manager would call me the next day. I never got a call. When we took the dog to the vet he was surprised that we had been called, much less told to cut our vacation short and come home to pick up the dog, as slick floors are difficult for many older dogs. This dog has now logged 10-15 happy nights in the six months since the PetSmart nightmare, at a place that actually cares.

Michelle Colby

2024-02

Great service! We love the pet center to leave our pup when we travel away from home.

Linda Casey

2022-05

Kayla did a great job on my Tucker I think it's the best haircut he's ever had. I have to say I was a little worried about taking my dog to get groomed there.

Nisha Nayak

2023-08

I trust my dogs instinct. Tried this salon twice. First time they couldn’t finish the grooming. Second time apparently my dog became aggressive. A dog that is so friendly and never has tried to bite anyone. Other groomers have never had an issue with him. I should’ve trust his instinct. Poor dog looked traumatized and didn’t even want to play when we got home 😢

Robynn Buchelt

2023-10

I had such a great experience here today! My wiley puppy jumped in a bush & was covered in burrs 🤦🏻‍♀️ the team in the grooming salon made her look as though she just had a fresh cut! Not easy considering she is a schnauzer with a long coat & they did it with a smile. Thank you PetSmart Naperville!!!

Ed Li

2023-05

Friendly staff. Order ahead on the petsmart app, it's a great way to check what's in stock at each store location. There's a shortage of catfood at the moment, but I still got enough for my two cats. No running wheel for cats, though. Everything is decently priced considering inflation. A little saddened to see a bunch of fish kept in small individual plastic containers with no filtration system. Custom nametag engraving can be done.

Luz SA

2020-05

Adopted 2 kitten sisters. Very nice people, helpful, friendly. Manager was walking around asking if we needed help and even took time to discuss products to us. Cashier took his time with us and our new kitten coupon booklet. Thanks!

Mohamad Sultan

2023-07

The prices for a lot of products are higher than at other pet stores and online stores.The place is clean (thanks to the awesome employees), but I can count on both hands the number of times I’ve seen dog owners just let their dogs poop on the floor like it’s nothing.As for the availability of products, it depends on your pet. Certain brands tend to be less present on the shelves than others.

Joshua Pearson

2024-01

Run of the mill store for the most part. Fish area is well set-up. Employees could be a little more knowledgeable on fish/reptiles

Kathy Dames

2024-01

Love the groomers and the pet hotel!

Duston Detrick

2023-06

Pet Salon has Bad service and not a dog friendly staff.We brought our dog Sparkles here for years. Lately, we’ve seen the service level’s drop. We dropped her off today and Corrina was very rude and distant. We picked her up and saw an extra handling fee which we’ve never seen and we’re told the nails weren’t able to be done. My gut told me this person wasn’t good with dogs and this proved it, sad she works at a place where that is the population. I asked to have the fee removed and I wasn’t happy with the response. Lauren who was telling me it’s bad dog behavior and not any issues with their service, was very defensive and told me to leave. I asked for her name and she refused, I guess she forgot it was on their smocks.I asked the cashier who the GM is the store was and he said “I don’t know.” Luckily, Amy a manager helped to make it better, but it’s too late and will take our money elsewhere.If I were you, I would do the same.

Rose Palmer

2023-05

First time hotel stay...EXCELLENT SERVICE 👍 Everyone was sooo nice.

Erum Ali

2023-05

Amazing we have been going to Petsmart Naperville since 2013. My furry babies love Pet Hotel and Groomer Service

Steve S

2024-02

Mr Bond gets A+ from Lea in the Grooming center she is great...!

Georganna Quinn

2023-05

My puppy is happy to go the hotel they take very good care of her and staff is friendly everytime they see Sophia coming .

Harish Gupta

2024-01

Prices have gone up and experience has dropped. Don't feel much happy visiting the place anymore.

Brandi Robinson

2023-06

Horrible customer service! Should the dog groomer wish to NOT provide services there are appropriate ways to express this, especially if you are an ongoing customer.In addition, the groomer should be able to offer solutions instead of “acting” as if there are no alternatives. With that, I would not recommend this location to anyone!

Cece Owens

2023-07

We’ve used the Pet Salon services for the last couple of years after relocating to the area and I must say the service has gone downhill. We took our dog on Sunday right before leaving for vacation and was downright denied service by Corrina. For starters; you can tell she did not even want to service our dog. She had a bad attitude and was very short with me. After looking her over- she denied cutting her because of her skin tags; told me I needed to take my dog to the vet before she would service her because she don’t know what it is. My wife called and talked to the manager Lauren and she was not helpful either. Didn’t offer an apology for the inconvenience of us traveling to bring her there and canceling our appointment.It’s unfortunate but we will never return to that salon.

Prachi Tyagi

2022-05

My Maltese ( Ollie ) groomed by Raven. She did exactly what I wanted. I’m very happy with her job… 😀

EV US

2023-06

How great is PetSmart in general!!! I placed an order online to treat the wildlife in our garden and I received the order the following day. This was my first order and Hillary from PetSmart online customer service called me some 10min later to let me know she checked with the Naperville store the order and organised with the DoorDash guys to arrive earlier at my address with the delivery. Their software has a small problem in telling you the order can be delivered the same day yet in the check out you can only chose a next day delivery. Also, is so much cheaper to place the order on their site as opposed to DoorDash for example. And you get 35% discount from your first repeat delivery!!! All this while I was still waiting for my local plumbing company to call as they promised a manager will call me back!!!!! I guess some companies are designed to help the customer, some not really.

Lynn Lapage

2023-05

The store overall is fine. But I had applied for a overnight job position here and I continued to get sent off by being told I’ll receive a call back, and to call back tomorrow and the next day etc. I kept doing what they told me to do, and the overnight pets hotel manager, I think her name is Nancy, she was so rude to me when I followed up about the position once I got a hold of her. She made me feel so stupid when she could have just told me from the beginning that she wasn’t interested in me. Instead I get sent off by her and other employees taking my info down telling me I’ll receive a call back this day and that day. I guess I should have figured out that maybe the “no response”, WAS a response. Like I said the store is cool but the pets hotel manager, I didn’t like the way she handled my situation.

Dan R

2022-05

When the BIGGEST problem is having to wait for an employee to show up at the desk when you're checking in and checking out, it's a good stay. We brought our rescue-cat here on a Friday afternoon and picked her up Tuesday morning.The check-in was quick and orderly. The intake person carefully inventoried EVERYTHING we brought. The payoff for that was at checkout, when the inventory list was checked against all the things being returned to.The intake person carefully listened to feeding and care instructions, writing notes, and reading them back to make sure they were (a) right, and (b) understandable to someone who hadn't been present for the discussion.The checkout person was admittedly new and nervous, but, also, conscientious and friendly. And she was coached, but not coddled, by someone who was obviously calm and experienced.No surprises. No up-sell or up-charge. In fact, we got a big surprise: at checkout, we were told that, as first timers, we got one day free! Thank you, Petsmart!Cats don't share their experience, but ours seemed the same upon getting home as when leaving home.

Ken Frisby

2019-05

The retail store is well stocked and friendly & Knowledgeable staff. Pet grooming department does a fantastic job. Bath 🛁 & nails trimmed is a great service 🐶.

Dandre Miller

2023-05

My total experience… I called at 8:25 am for a same day appointment, I was greeted by a representative that was not on location but that did scheduling. I asked what appointments were left for today, it’s now 8:40am after holding to speak to a live agent/representative. The representative came on line and stated the next appointment is 9am (it’s now 8:40am) the representative informed me she had to call pet smart Naperville to confirm, I waited on hold until 8:56am where she returned to the line to confirm the 9am appointment. After seeing the time I had to be on time to the appointment I called the actual pet smart to let them know my realistic ETA, the technician then told me she informed the the representative that I needed to be on time which would give me 4 minutes of travel time from appointment confrontation time…I told her that was impossible however she stated as long as it was only 5 minutes late she could accommodate. Upon arrival I explained I I wanted a bath, schnauzer cut and nails trimmed. Clearly the location was over booked and under staffed. The “tech” then asked for my dogs rabies shot proof I explained for the 3rd time he was too young (13 weeks) for rabies but he was up to date with all other vaccines. I was never asked for proof, the tech went on to explain because he was a “puppy” he might not be able to get a full cut if he was not compliant, I explained that this is my dogs 3rd cut with clippers once by the breeder and then myself so there would be no problem. I believe due to “time” they offered me the bare minimum and subpar service do to understaffing, he was given a bath and nail trim, which was not my request. I will not return I suggest that the Naperville pets smart staff accordingly to their volume the except. This was an horrible experience and waste of my time and my son (puppy) experience.