PetSmart
Chain featuring a range of pets, supplies & food (most offer grooming, boarding & other services).
Location
300 S Highland Springs Ave #9, Banning, CA 92220
Photos
What reviewers say
PetSmart receives mixed reviews on staff quality and grooming services, with praise for some employees and complaints about others.
Themes summarized from customer reviews (sample of 8)
How would you describe the customer service at PetSmart?
Several reviewers highlight excellent customer service, mentioning managers like Josh and employees such as Brittany, Amanda, Cristina, Ariana, and Briana as being very informative, kind, and professional. However, multiple customers report poor service, citing rude attitudes, unexpected fees, and unprofessional grooming practices, particularly from staff members like Tori R and an unnamed employee who charged a late fee.
Source: 8 of 8 reviews • Confidence: medium-high (recurring theme)
- Staff praised for informative and friendly interactions.
- Complaints focus on rude behavior and unexplained fees.
What is the quality of grooming services at PetSmart?
Positive experiences with grooming are frequent, with customers praising cuts, baths, and the gentle handling of pets by staff like Amanda, Cristina, Ariana, and Briana. Negative reviews, however, detail instances of poor grooming quality, including uneven cuts, traumatized pets, and lack of professionalism from certain groomers, notably Tori R.
Source: 8 of 8 reviews • Confidence: medium (conflicting evidence)
- Highly recommended for gentle and skilled grooming by some staff.
- Criticism for subpar grooming and unprofessional conduct by others.
Are there any specific fees or policies that customers have found unexpected at PetSmart?
A few reviews mention unexpected fees, such as a $10 late fee for being 15 minutes late and an arbitrary $10 charge for a groomer claiming the pet was distracted. These fees were not mentioned at other PetSmart locations and were a source of dissatisfaction.
Source: 2 of 8 reviews • Confidence: low (limited evidence)
- Late fee policy not consistently applied across locations.
Which staff members are frequently mentioned as excellent in reviews?
Josh, Brittany, Amanda, Cristina, Ariana, and Briana are repeatedly praised for their professionalism, kindness, and expertise in handling pets and answering questions about services.
Source: 5 of 8 reviews • Confidence: high (explicit mention)
What are common complaints about grooming at PetSmart?
Common complaints include poor grooming quality such as uneven cuts, traumatized pets, and unprofessional behavior from certain groomers, particularly Tori R, who was accused of gaslighting and charging subjective fees.
Source: 3 of 8 reviews • Confidence: medium (recurring theme)
- Grooming issues often linked to specific staff members.
Ratings
4.0
★★★★★4.049 reviews
Hours
Popular Times
Amenities & Details
Service options
Accessibility
Planning
Payments
Details
- Plus Code
- W3F4+J5 Banning, California
- Timezone
- America/Los_Angeles
- Google Place ID
- ChIJ87XySL5D24AR9lCJ1SFsHHY
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