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January 2024 by Amelia V.
Went in today, and they had exactly one cart. Yes, they told me, they only had one cart. Which was a use. You want to buy a big bag of pet food? Cat litter? Tough.
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December 2023 by SnakKing X.
Review based on the self-serve dog wash stations, which are they only reason for me to come here rather than any other pet store. For $18 session I think it's reasonable to expect that everything will work. Nope. Most of the time the nozzle is clogged up so that water only trickles out. Water fluctuates between comfortably warm and ice cold, back and forth seemingly randomly. Soap goes in and out, usually out. The so-called Warm Air Blow Dry actually blows out icy cold air. Staff are totally unhelpful when malfunctions are pointed out; they clearly are not trained on regularly inspecting and servicing the system. I think I'm done here. Even though it's out of the way, I'll try the El Cerrito location when I absolutely need a power-wash, but really I'm just going to do more washing at home in the yard and save the $18.
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December 2023 by Nicole S.
Today was my new puppy and mines FIRST time using the Pet Wash station at this location and I just want to start by saying the customer Service I received today from Ashley was one for the books. She helped me figure out the shampoo and water hoses. My dog was new to the whole bath situation so he was acting a bit naughty and she came right to my rescue with treats in hand and entertained him so I could finish his bath. She was beyond helpful and just so friendly and nice. I will now be making this my new " home " pet wash place and hope to see her again. Really happy with the service I received today. If I could give 10 stars I would . Thank you again! I hope this review gets seen! She deserves a lot of credit. At least this old lady thinks so!
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October 2023 by John G.
I'll keep this one short, sweet and to the point.- Excellent customer service. - Location is close to several dog parks making it an ideal place to wash your doggies.- Clean and organized pet wash stations with plenty of amenities.- You can get your pet supplies for all types non-humans and human items.- Excellent customer service.
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January 2023 by Simba G.
At times I wash my dog here. The store is organized. I buy treats and chews here. Buy 3 and get the 4th free. My dog loves the JW Pet® Hol-ee Roller Dog Toy small ball and Chuck-it. I like Kiwi Kitchens and Small Batch foods. There's plenty of quality products. I buy K-9 natural toppers and Instinct Limited Ingredients Salmon at Healthy Spot due Pet Express not selling the products. I also like Primal toppers from here. I usually research products in advance so I know what I'm buying. Pet Express supports animal shelters so I am proud to be a customer. I prefer a smaller store than Petco.
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January 2023 by Sachary A.
I give a 5 to everyone that works here specially to EMILY for her help and kind heart for pets... I first called in to see if I could bring my cat to wash since I was on my way to the vet and he got an accident in his carrier and they said yes absolutely, so I got there and even the ladies who were washing their dogs were really helpful, but Emily went above and beyond to help me clean up the tray, disinfected and make me feel welcome not only me but my cat too because he was in a lot of stress. This is definitely a great place to bring your pets and thank you so much Emily for your hard work and kind heart again.If I could, I would reward you as an employee of the month
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September 2022 by Karl F.
The service here is impeccable and never wavering. They treat your pets as if they were their own.
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August 2022 by Amanda B.
For anyone who takes the time to read this story I urge you to PLEASE never shop at the Albany 'Pet Food Express' location or to do business with 'Pet Food Express' again. Please also remember that they are connected to Amazon as well. I purchased a new dog food brand from this location that is almost exclusively available through 'Pet Food Express' at the recommendation of my veterinarian. The first one and a half weeks of feeding the new food to my dogs went well. However, the new batch of food that I purchased over the weekend at the Albany 'Pet Food Express' location left two of my dogs extremely ill to the point where they had to be rushed to the ER for treatment of symptoms which included bloody diarrhea, vomiting, lethargy, loss of appetite and labored breathing. My older dog currently has a severe case of gastroenteritis and it is unknown whether she will pull through after what the vets claim to be caused from "ingesting a toxin or bacteria" in the new food that was purchased from the Albany 'Pet Food Express.' That said, my review is in no way related to the specific product that I purchased as I have been in direct contact with the manufacturer of this particular food brand who have been very responsive and are working diligently to identity what went awry in their quality control practices leading to the toxic pet food. 'Pet Food Express,' on the other hand, took a very defensive and cavalier attitude regarding my concerns. This morning I called to let the manger of the Albany 'Pet Food Express' know that I had two dogs who required ER care as a direct result of a product that had been purchased at his location as I felt that it was the responsible thing to do so no other dogs would get sick or potentially die from consuming the same product they are selling at this location. At no time did I request a refund for the product that had poisoned my two dogs nor was I looking for any remuneration for the hefty vet bills I had incurred due to the poisonous product that their establishment had sold to me. I was simply informing them that they had sold me a product that had led to two of my dogs ending up in the ER. The manager's response was dismissive, accusatory, and downright defiant as he cut me off and spoke over me in order to tell me in no uncertain terms that there was nothing he would do to prevent selling potentially toxic pet food to unsuspecting pet parents at this location. I am astonished that a business who caters to pets would be so callous to the suffering of pets and be so unconcerned about causing further suffering of even more pets in the future. After speaking with the 'Pet Food Express' customer service department after calling the store just in case the manager at the Albany 'Pet Food Express' was somehow not following company protocol it was made abundantly clear that 'Pet Food Express' as a corporation chooses profits over the health and safety of pets which is completely despicable and immoral.As an aside, if you are still not convinced that 'Pet Food Express' doesn't deserve your business, please consider that their entire business model is based on opening up locations near locally owned and operated "mom and pop" pet supply stores in order to drive them out and take over their clientele. This is indeed the case at the Albany 'Pet Food Express' which they opened no less than three blocks away from a well-established and really wonderful pet supply store that was an asset to the community and would, without a doubt, have pulled any potentially toxic pet food from their shelves immediately without hesitation. My dogs' health is worth more than the loss of some measly profits. I had hoped that this company would just do the right thing and toss out toxic pet food before it could hurt more pets but they unequivocally do not care about you, your pets, or who they harm in the interest of turning a profit. SHAME on 'Pet Food Express.
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May 2022 by Elizabeth G.
Mia was THE GREATEST OF ALL TIME!!!!I was literally leaving my friend's home tonight, when we realized most of her dog's upper right canine was... lying on her living room floor. I noticed she was down to one can of wet food while she was on the phone with the vet, and ran off in search of more. I was pretty lost when I got to Pet Food Express, because I knew Isis (the dog, she's an angel of a pit bull) had a strong preference but I only have a cat (garrus!) who refuses to eat wet food. He drinks a hilarious amount of water, it's fine.Mia caught me standing there looking confused, and was shoulder-deep in the pallets of wet food under the shelf within seconds. She found and pulled out Isis's favorite super quickly, and had so many good ideas about how to get garrus to eat wet food himself that I felt inspired to go buy him a few new bags and a couple of toys to try out! My weird cat will also only play with ONE SPECIFIC toy. It's a mouse on a wire, and he makes me play fetch with it.Isis is super grateful to Mia, and so am I!! Garrus is incredibly angry, because I have once again put a bowl of the soggy stink mess near his kibble. But he is also incredibly high! The $2 bags of catnip in the cat toy aisle are no joke, my dude had one pinch and immediately jumped into my bedroom trash can. Neither of us could explain quite why he did that. Thank you sooooo much, Mia! You made a bunch of lives better tonight.
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May 2022 by John R.
I don't know what's going on here, but since I started shopping at this store in November 2021, it feels like the customer service has gone down, down, down. It seems like the only priority instilled in employees' customer service "skillset" is to aggressively say 'hello' when you walk in. That's about the extent of any customer service you can expect here. A totally dismissive, unresponsive, and disinterested person rang me up on my most recent visit today. I was paying by card, so when he started counting one dollar bills in the drawer of the cash register in the middle of being rung up, I had to ask him whether the transaction was done. The response was, "yep." No looking up, no thank you, no nothing. I feel like my business is more valued at the DMV, and that's saying a lot. Chewy.com is where I'll be going from now on. It's more convenient anyhow and I won't have to interact with these rank amateurs.
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March 2022 by Doug D.
I really hope Pet Food Express corporate monitors these reviews, because the level of service and personal touch PFE is known for seems to be dying out at this location. Staff are at best about as helpful as the USPS, seem to lack knowledge of their products, seem to be too in a hurry to help people, and seem to not like their jobs. Today I was mostly ignored by an employee *while being checked out* as he talked to someone on the phone. I'll drive farther for better service elsewhere. It's a shame.
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March 2022 by Crystal C.
Very time I've been here the customer service is awesome. This place is light years beyond Petco. My cat loved every item that was recommended. She's a picky eater but has enjoyed the food and treats that was recommended!
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August 2021 by Allie D.
Their customer service is always on point - tonight I was helped by two gentlemen, one who rang me up kept going the extra mile to find the treats I was looking for, offered to throw away my dog's poop bag (I carried it in since it was right before we entered) and was just overall friendly and helpful. It was nice to meet kind humans after being on the road with crazy Friday evening commuters. They also have a great return policy and accept donations of leftover food and treats. I come here for all of our treat needs!
