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December 2023 by Joseph F.
I bought five toys for my dog. It was by three get two free. They asked me if I wanted to donate five dollars and I said yes. So my bill went from $71-$91 because they gave me the five dollar donation for free and charged me for the fifth toy that I bought for my dog that was supposed to be free. If they do this everyone, their company makes millions of dollars and people just being generous bad business.
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October 2023 by CiCi Galore
I asked the brainy looking girl with glasses about their return policy and was met with a condescending attitude about their policies. Now I don’t know if she was having a bad day or not but that not good customer service .. if you don’t like your job , quit it .. it’s that simple
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October 2023 by JK M.
I just wanted to leave a review (as it seems this day and age people are quickly to point out the negatives). Customer service in MOST industries are sadly going down the tank but I have to say I was pleasantly surprised of the staff at the Saugus Petsmart. I generally don't like "big box" stores specifically bc usually customer service stinks. But ANTHONY (both) and David along with a few of the female staff members Rebecca? were very pleasant and super knowledgeable. This was my kids & I 1st time in a "petstore" as we went to purchase our 1st fish pets. We got a tank and all the fixings. Acclimated our fish. However, sadly the new tank had a leak/hole and one fish didn't last 48hours. We swapped out with no problem but then after 24hours the filter was making a horrible sound (if this isn't a sign not sure what is) lol The store manger Anthony was super helpful and took initiative to get us a new filter which is currently on order. The follow through and kindness that we received at this location I think should be acknowledged (bc it's hard to keep employees these days) and I feel very satisfied with the service we received thus far. Note: I never give 5 stars unless it's "Disney World worthy" and if our purchases worked initially probably would of done 5 (granted not their fault) but 5=almost perfection, 4 right up there!
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September 2023 by Elizabeth C.
Sal gives my Louie the best haircuts.Louie loves to see him. His codon brady also gets the Sam and equally loves to see Sal
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September 2023 by Erica Freeman
Horrible experience I would never take my puppy back here he’s been groomed for over a year and never had a complaint. After 30 minutes of dropping my dog off they told me they were canceling the service because my dog was trying to bite the groomer. Let me remind you my dog has never bitten anyone he is a friendly shih tzu who has 3 children in his home. I called to ask what happened to him that he’s upset the manger of the store told me I don’t know dogs don’t talk human. Just come and get your dog we are ending services. For a place that’s slogan says they will do anything for animals they sure didn’t for mine. Was very disrespectful and not helpful and comforting at all. My dog is another child of mine and I love him dearly. My dog was abused why there and was very upset and didn’t want anyone to touch him which any human or animal would be. I recommend you not bring your dog to this unorganized, unprofessional place.
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August 2023 by Thomas Carroll
This hotel is horrible. My dog came back looking like I don't know what. Almost like he was only allowed to lay on rough concrete. He has slept for 2 days like he was beaten and what happened to his hind legs. They are lucky I don't come back because if I do it would get ugly. STAY AWAY FROM THIS PLACE!!
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August 2023 by Vanessa Huguley
Great place. I got everything I needed for a new pup. Also, if you sign up via website or app you can get points (treat) which are redeemable for discount on items you purchase. Even better, I got food for my pup that made her sick and they allowed me to return it. I was very happy to have not lost the money I spent
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August 2023 by Elvir Celikovic
Drop my dog for bath and cut… they shaved him, did not wash him… he was smelling so bad. Grooming area smelled unbelievably gross, and it was dirty. Never again!
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August 2023 by Michelle Gregory
Horrible experience with Hotel. Sent my poor dog back to us covered in dried feces and vomit. They claim my dog(who has been going there for 8 years with no incidents)bit an employee. But they will not show us any proof other than a notice from Animal Control dated four days after the bite allegedly happened. Can’t get a call back from corporate. They just have Saugus call us. I think corporate should look into this location with the numerous bad reviews I’ve seen and also based on our experience.
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August 2023 by Nini
HORRIBLE grooming spot. Took my puppy for a groom showed lady the picture of exactly how I wanted my puppy’s hair cut and all she did was shave him down completely. Never again ?
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July 2023 by Keera S.
If I could put 0 I would.. Our German Shepard has high anxiety and paces when nervous. Because of this, we get a call our first day on vacation saying they had to take her to the vet because her paw pads are bleeding. I instantly question how they're running things because as much as our dog paces and the LONG Walks she goes on, how is it that her paw pads are bleeding A couple of days pass and we get another call saying that they had to take her back to the vet because her paw pads reopen and they were actively bleeding.. the previous time they called her paw pads were not actively bleeding. We start asking the same questions you're already thinking "what material are the floors to made of? " they couldn't answer. They then recommend that we pick her up, luckily we had a friend able to do so, and when the friend picks our dog up, her paws looked fine! Our friend told us that an employer told her she needs to request a refund. Once we got back home, I call to see if any refund would suffice to which they denied because it was self inflicted with her anxiety. Cheap prices to make up for the heft bill you will be paying when you pick up. HIGLY DO NOT RECOMMEND to trust them with your dogs while you're away. Will not be getting our services again!!
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July 2023 by Michelle G.
We've been taking my dog here for grooming and hotel for 8 yrs. Never had a problem until the last time at grooming. We were told that she wasn't a good "fit" for their grinning area. She always got a great report prior to this. But yes she was still allowed to board there. We left for vacation and sent her there for a week. We get a VM saying she hasn't pooped and they're bringing her to their vet. When we call back no answer. Keep calling and finally press the number for an emergency. Girl picks up to say vet says dog is fine. The vet did a rectal exam and everything is ok. Next day we call to check on her she still hasn't moved her bowels, but am now being told she bit an employee. The managers have decided that she isn't welcome back and can we or someone come get her. We are in the Caribbean and no one is available to get her so they say she can stay it's ok. Call back next day she moved her bowels and is doing much better. Today we picked her up. The girl tells us her front is a mess from throwing up and they were afraid to agitate her again so they can't clean her. We get outside and notice her whole backside is covered in caked on poop. Her legs undercarriage everywhere. Cleaned as best we could with wipes and when I got home to trim it all out of her backside, I notice she has bloody sores. Just beware, I think they did us a favor by not welcoming her back.
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June 2023 by Camille Forziati
Horrible service and the Mgr in the store were so rude. Please put a complaint in last week and still did get any response from corporate office. Never again I only went there cause pet smart didn't have the pee pad holder for the pads. So bad and rude. I saw 3 pink bowls on top of a sign said 2.00 each I was OK I will get one . I go to the register and wanted to purchasre the bowl it csme up 111.99 or 12.00 i told the woman and she sent me down with a manager name mackala she told me it was in the wrong spot so i said there are 3 more .i said are you going to honor it she said no and walked away!! I am at the register told thd woman i want the corporation office number she would not give it to me. I asked if there was another manager and she called this guy Anthony who when i got my order he said i know which one is yours i just did it 10mins ago. I said wow i order it yesterday at 2:26pm and you just did it this morning. Plus I had already order in on 5/28 said it would take 2 hours I would get an email didn't happen. Then I called back the next day they said it's ready still didn't get an email. Still waiting for their corp. Office they are so rude and don't have your order ready when they say it will be!!!!!!
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May 2023 by Merri
Super disrespectful, brang my cat here to get vaccinated with shot vet and they where super kind, but the store manager makayla or whatever on Sunday was so rude and gave shot vet a hard time trying to vaccinate my cat, they kept telling shop vet to relocate their stand and they just couldn’t leave shot vet alone to vaccinate my cat. One of the employees kept harassing us and trying to get us to leave. When we where walking out of the store, some employees where talking bad about us and how we should control our cat and was giving us attitude. Never come here because these people are careless and disrespectful.
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May 2023 by Shany R.
Bad bad bad I took my six month old cat here to get vaccinated by shot vet they tried to accommodate me Best they could but horrible store manager and employees said they couldn't use the restroom my cat is a wild cat PET SMART SHOULD BETTER ACCOMMODATE SHOT VET especially this one