I think I encountered the "bitter old lady" referred to in the review a week ago. I went to this store a few minutes before 9am coming from the nearby medical laboratory. I didn't plan to shop this early thinking it was closed, but saw a customer head into the store plus our dog was running out of food. After quickly picking up 2 food items from the raw frozen section, I went to the 1st cash and waited there. There was still no one around, and I didn't really actively go anywhere to find a person as I knew it was early. I was ready to wait a few minutes. I saw a staff member who passed by (at 1st I thought she was a customer). When I saw her pass by again, she kindly told me that she had already called someone, so I thanked her. This thin, older lady with long white hair then came to the counter looking very annoyed and immediately told me that the store doesn't open until 9. I apologized and said I thought it was since the doors were open to customers. She continued to speak irritated, telling me that it's open to the services in the back, but the cash does not open until 9. I was perfectly fine to wait 3 minutes if she had said, "I'm sorry, we don't really open the store until 9, could you give me a couple of minutes?" But nooo, instead she proceeds to act like she's reprimanding me for making a purchase of 2 items, 2 minutes before the store's official opening. That's right, my receipt's time stamp was 8:58am. I had a coupon that I used for one of the items, and she definitely wanted me to see how annoyed she was by forcefully taking out the handheld barcode scanner to scan the coupon from my phone and forcefully putting the scanner back. For the entire 60 seconds maybe that she was doing her task, she consistently showed her seeming disgust that she was made to work a few minutes before the store portion officially opened... all the way to the point that she let go of my receipt and replied to my "Thank you so much" with a scripted "You have a good one" that didn't match any of her actions at all. She was in a rush to leave and go to the store aisles. I called the store manager from home almost an hour later to report the incident. Manager sounded like he was in a rush, just quickly apologizing, hardly listening to details but just saying he would address the staff concerned. Next time, if you don't want customers making purchases earlier than 9:00am, make sure to put a sign on the cash registers that they will open at 9:00am. The staff I encountered was extremely rude. No wonder another reviewer saw her as "bitter". I could have just changed my mind and not make the purchase, but I was avoiding getting her further aggravated and I was thinking of my dog's needs. I try to be considerate and think that she may be going through something as all of us do, but no. It's not an excuse as there are other ways to handle this. If she was so bothered or unhappy to be at work, then she should not have come to work with that frame of mind. This was such a horrible experience so early in the morning. So much so that I am not going back to this store. Please be warned. I hope no one else experiences this.

I encounter lot of times with rudeness by the “old bitter” lady that has been quite famous from other reviewers and lack of knowledge of the staffs when I have questions about food products for my puppy but despite that, I still coming to this location because it only 5 mins drive from my house. The most current incident is what push me to write this long review. Our family is going to vacation for a week so my son went there enquirer what their requirements for us to register our 10 months old puppy for their pet boarding hotel and they told him he have to call in. He went home, called them multiple times and either he get hang up after being put on hold for a very long time or no answer at all. Since our vacation day coming up soon and we can’t get hold of them over the phone so my son have no choice but to go back to the store in person again, the staff asked him as why he doesn’t call and he explained to them the situation and gosh, finally they get a staff to assist and oh boy, they didn’t make it easy for my son. Since this is our 1st time putting our puppy to pet hotel, hence we wouldn’t know what kind of paper/docs we need to bring so my son went there empty handed. They request vaccinations record for our puppy before registering and due to the difficulty of getting hold of the staff, my son afraid if he go home to take those and when come back, he won't be able to get help again so he texted me ask to take pictures and send to him. I sent vaccinations record, neutered certificate, insurance certificate and receipts of all his wellness checkup. The staff told my son the picture was not clear and he missing some kind of certificate but yet, she won’t tell him what it is. My son gets frustrated so he says he’ll bring all of the paper/docs we have for our dog on the day he bring my puppy in. During that time, our puppy got hit and run by a car and guess what, I emailed the same pictures i sent to my son when he was at PetsMart to our pet insurance for the claim of our vet visits related to the car accident and we got our reimbursed cheque back with no issues. And due to this, we realized the staff at PetsMart just try to give my son hard time or for what ever reason, they don’t want our business i guess. So we decided to seek elsewhere and we found a much much better price, not only that, the dog sitter is super nice and more knowledgeable than those that work at PetsMart. I would never come back to this location again despite how conveniently near my house and I would not recommending to any of my friends or people I know. They need to retrain their staffs and their customer service really need to improve.

They accepted my grooming appointment. Once arrived, refused to take my dog. Groomer is not very friendly towards costumer. I told them its my dog’s first time at a groomer and his age - 11 months. Seen my dog once and immediately says no. Suggests to talk to the vet and get my dog sedated. I was at utter shock. I give my dog shower at a regular basis and I know that he is not a handful. She also said there is “no hope for an 11month dog to get groomed”. I was too stunned to reply back. I felt very attacked and frustrated. I felt that she was talking to me in a very condescending manner. Groomer even asked me if the dog is just at home not meeting people. Even before I can reply back, she stopped me at talking saying “its better to see your vet and get him sedated, they have more people there and they can even give him a shave”. At this point, I didn’t even bother talking. Theres no point reasoning to this lady. Left the store with uttermost disappointment. The nerve for her to say those words, I lost respect at that place. She didn’t care on what I would say, she was dead set that she’s not taking my dog. And I think its for the best. I DONT suggest any grooming services at this place. Better think again. They did not even suggest to at least get nails trimmed or ears cleaned, etc, basic services just to get the dog get used to grooming during our current appointment. She didn’t bother helping my dog into easing in the grooming process, she just ddnt care. Such a waste of time. I also felt that they are very discriminating towards big dogs, especially to the groomer I spoke today. Ive only seen a small dog getting groomed at their table. No clarification on what requirement is needed during the appointment on the website.

Uncomfortably abrasive and abusive, particularly one staff member who people entrust to train their pets. I wish I had recorded the incident but that’s not my style (never had to resort to that). I had a very distasteful and upsetting incident that happened to me a second time with an extremely rude and aggressive employee named Eve at your heartland town location. I have been going to petsmart for the past 10 years and always take my pug into the training area when it’s empty and no classes are running to try out a new toy in an enclosed space prior to purchasing. The past two times I was met with very loud and hurtful words from Eve about me needing to “get out” Of “her” space (both times she uses the possessive noun “my” to a very public space) and only her dog can be in there (this was after her class was over and 15 minutes before closing). I spoke with the manager a second time then who over the phone was very sympathetic and said there would be retraining but today in front of Eve she seemed afraid to speak up and said that the common space was her space and she could do as she saw fit (when classes weren’t running) with no mention of a solution she just kept repeating “I understand” dismissively as I was talking about how upsetting it was to be on the receving end of such aggressive and abrupt behaviour. They then proceed to gossip and chuckle after the incident which is unsettling also. I wish I had recorded both incidents. I ask that someone from petsmart head office to please intervene. Some customers approached me afterwards and said they also received poor behaviour from this location and won’t be going back to it.

I have been going to this location for 6 years now to get my dog's hair and nails done. Never had any complaints or issues. It was always a pleasant experience and therefore we always came back. This was the case until our last appointment which was on April 24th. My morkie was being handled by a person named Jessica. She made this experience a nightmare for us, and for our dog. Our dog came back extremely stressed, and unhappy. We got several calls from this location by this person complaining about how our dog was giving her hard time and therefore she charged us extra fee for special handling. Beyond all this, she provided us the WORST customer service when picking up the dog. It's one thing to be understandable for my dog to be misbehaving (which he usually isn't), but providing the client such bad customer service is not acceptable. We pay for these pricy services for a peace of mind, for it to be worry free for us, and a relaxing experience for the dog. Both of those expectations from that day were not met. If you don't feel like doing your job, then don't take it upon yourself to ruin everyone else's day. We are very disappointed, and we will carefully consider our choice before coming back to this location.

(Heartland PetSmart)We checked on Google maps to see what time store opens, store hours were listed as open on Sunday 8am-7pm. We proceeded to the store were people were entering and exiting the store. We went in and grabbed kitty litter and headed to the check out were there was a customer paying for his dog food. The cashier then asks us for a phone number and adds with a snarky attitude "just so you know we don't open until 10am" which we responded with Google has store hours as 8am-7pm Sundays. She goes on to say that's only for the salon and pet hotel. If your store doesn't open until 10 then have someone at the door making sure that shoppers don't come In. If your doors are open and no one employee is there directing customers then don't give customer attitude when they aren't aware. As a retail operator if your doors are unlocked and open and no one is at the door, that means you are open for full business. I don't have an issue with the hours of operation but what I find very upsetting is how your employees go about informing customers. Bad customer service

PLEASE DO NOT BUY REPTILES HERE! We bought a baby bearded dragon early September and had to humanely euthanize him yesterday as he was diagnosed with Atadenovirus (an incurable virus that originates from the breeder and spreads rapidly to other reptiles within a group). If one reptile in a group has this virus, there is an incredibly high chance that all others at this store do as well. Upon notifying the store management, we were simply given a "Sorry for your loss" and no compensation whatsoever. Unless you plan on spending exuberant amounts of money ($650+) at a vet trying to diagnose and save a poor animal's life, do not subject yourself and the animal to all the pain and suffering accompanied by a purchase at this store. Please buy specialty pets at a specialty store with knowledgeable staff and don't learn the hard way like we did.

I took my American bully to this location because I urgently needed to get his nails trimmed, although I was aware it may not be the ideal choice. Initially, the staff seemed welcoming and helpful over the phone but as soon as I arrived in person, I could sense that the young woman in the grooming department was judging my dog. I decided against getting the service done as her attitude made me feel uncomfortable about leaving my dog with her. Pet Smart should make more effort to recruit employees who are aware of the discrimination certain breeds face based on their appearance. Dealing with such prejudice in public is already challenging, and I don't think it's fair for paying customers like myself to have to endure it.

DO NOT TAKE YOUR PET TO THE GROOMERS HERE. I took my Shih Tzu to get a haircut here and not only did she come back with an awful haircut, she came back unable to open her right eye and seemed very upset/in a lot of pain. Took her to the emergency animal hospital and $700 of vet bills later, we find out that she has a corneal ulcer caused by a MASSIVE LACERATION on her eye. The groomers here clearly do not care about the dogs they groom, so far as CUTTING OPEN MY DOG’S EYE. I’m ridiculously angry and will never be returning to this location. My poor dog is suffering and her recovery will be slow and painful. Unbelievable. If I could give 0 stars, I would.

I was shocked with the mistreatment of the fishes. Went to PetSmart to buy a toy for my dog and when I was in the line to pay, I saw a lot of plastic buckets with some fishes. My surprise was when I realized most of them was dead, probably suffocated. I asked the cashier if someone saw this and she responded: "Yes, but someone will take care of them in the end of the day." Too late, most of them were dead. I refuse to believe in a company that makes money selling animal stuff could be capable to do this. But here we are. Before someone can tell me this is not true, take a look at the photos taken from the store. PS: This happened at PetSmart Heartland

0 STARS IF POSSIBLE. MICHELLE THE GROOMER SHAVED MY SISTERS DOG's NECK. It been years and it still hasn't been fixed. My sisters dog is a pomeranian and the collar tangled his fur around his neck. Instead of taking her time to detangle and brush it. She shaved it off. She should study more about different breeds. That some breeds cant grow hair anymore. She has now have PERMANENT bald neck. She did our dog dirty. She should not have licensed to groom dogs. All other groomers saying we should file a complaint and sue because it is DOABLE. Think before you make a permanent decision. If she's still works there, I don't know what's wrong with you guys.

I was asking about some of the puppies they have for adoption and the old woman working at the adoption area responded to my question with "we don't keep the puppies in store for people to play with" ... I'm looking to get my first dog, and so I was unaware of the rules surrounding dogs being kept in stores. I don't know why this woman was so rude. It was completely unnecessary. I just replied with an "ok" and left. I didn't want to have a conversation with a bitter old woman. I'll be looking to adopt elsewhere, unfortunately. The rest of the staff seem really helpful and friendly, though! Just watch out for this bitter old lady.

"My recent visit to this pet store was exceptional. The store is well-organized and stocked with a wide variety of quality pet products. The staff was knowledgeable and provided excellent advice on pet care. They clearly have a genuine love for animals. The selection of pet food, toys, and accessories is impressive, catering to a range of needs and budgets. What stood out the most was the cleanliness and overall pet-friendly environment. It's evident that they prioritize the well-being of pets. I left with everything I needed and a happy pet. This pet store is a go-to for all pet owners!"

Dont support petsmart. They rob your money for their "dog training services" which is a good example of you get what you pay for... but in this case u pay petsmart and you get trainers who have zero knowledge on K9 psychology and will prolong the issues you're facing with your dog. Also their cats for adoption are imported from other countries and come in on such horrible conditions. Some even die while being transported. Do your research and DONT SUPPORT PETSMART. Pet valu, rens, global pet food theyre all soo much better. Oh and OFC petsmart has the lowest quality for dog food as well.

Pretty good place! Employees are very friendly and have enough knowledge to guide you through every problem you got. A huge variety of pets food brands, top quality, I mean look at the result. My cats love their food and snacks! There is also a pet adoption area, Cats, guinea pig, and overweight rabbits, waiting for you to bring them home. There are aquarium section fish, shrimp (there are also crabs and frogs I believe)and water plants in all kinds Bird area mostly small birds Snake and lizard swing by and grab your pets a treat! update 2022 Still buying food for my cat!

Maiia at Petsmart hotel is just amazing !! I can confidently leave my furry friend over and assure that they are in good hands! Maiia has gone above and beyond to ensure that my husky was well taken care of and has always answered my phone calls when ever I wanted to check up on my dog! Maiia and her coworkers definitely take great initiative in looking after your four legged friends and once again they are AMAZING!!

An all time great store, we mainly visit here for dog food, treats and grooming. The associates are friendly and knowledgeable. Most importantly honorable mention must be made for Sarah the groomer (poodle specialist) who has been grooming my 15yr old poodle over the last 6-7 years. She's a very patient, professional and a very caring groomer and I highly recommend her service. This is a good store to visit!!

We always experience great customer service at this location, very friendly staff, especially the dog groomers are excellent, patient and always do a great job. Ginger loves getting groomed here and yesterday's service by Michael tops it all. Ginger came home beautifully groomed, cleaned and the tail trimmed exactly the way we wanted!!! Great job Michael, keep up the good work!!! 7 stars for the service!!!

Just got a new puppy! I went to PetSmart and dealt with Angela whom was EXTREMELY helpful. She guided me through puppy 101 on the essential things I needed. She also LISTENED well and understood what I wanted for my pup. I wanted fresh food and natural treats and chew toys. She helped with everything and I greatly appreciate her knowledge. I chose her because she also had dogs.

This review is for the grooming salon. I had an appointment booked at 3pm, I was being just 10 minutes late, and they refused to take my dog for the session. , Saying they are too busy. That's how their customer service is. They promote walk ins, sudden visits , however a 10 minutes late arrival is just being refused. Perhaps the worst customer service in the industry.

This is my favourite PetSmart. I took my pup there to get beginner dog training lessons in 2016. Had a great pet trainer there and it was a fantastic experience. After the final lesson is over, there’s a little doggy graduation which was pretty cute. Also the workers there are always friendly and very helpful. The groomers also do a very decent job!

We started coming here from Burlington to drop off our Doberman for a few overnight stays. The staff here are fantastic and make our pup feel right at home. The last time here she was actually willing to leave my side haha It's a shame that other Hotels and Day Camps had to close for Covid, but we're glad this location stayed open.

Just purchased a lighting kit for my reptile for +$100 that is supposed to include the dome light plus 2 light bulbs and I get all the way home just to open it and find only the actual light fixture in the box but no bulbs. Just confused on how this happened and kinda irritated I have to go all the way back to exchange it now.

These products came from this store and the disrespect for customers (animals and humans) is shocking. You should hire companies that deliver decently. Have you ever heard of cardboard boxes? The product is broken. All of this is disrespectful in many ways. Archaic and bureaucratic customer service. Do better!

PetSmart at 8500 McLaughlin is a huge store with many varied items. A fantastic place to purchase pet friendly items. Unfortunately this store is tucked away in the back of the plaza. I don't drive, I walk & it was difficult for me to find the store from Mavis/Matheson, I walked around a lot before I found it.

Always great in pampering my baby Tiffany who just turned 1. My pup is aware and very familiar with staff . Rachel & Sara has always been very nice & helpful in keeping my baby groomed well. Tiffany has been even tried hotel service in summers and she learnt alot from her friends.

Excellent selection of quality products. The staff were super friendly, knowledgeable about nutrition, and helped me find the right food for my pet. Prices are fair and the store was spotlessly clean. Loved their supplement options too. A standout pet store. Highly recommended.

I've been going to PetSmart for a few years, this was my first time going to this particular one. It was clean and bigger than any other. They had everything I needed and more. The staff were extremely friendly and knowledgeable. I would definitely recommend this PetSmart.

It’s nice to have these guys so close. Good selection of products and the grooming folks were really good to our Ruby as she went for her first bath. Also, great value on the bathing/nail trimming package and it saves me the big mess in my bathroom. …

This review is for the grooming salon, Sarah there is the best groomer I’ve ever been to! I have a Morkie named Dora, I’m so picky and I get really upset when my dog is shaved too short, but she literally gives a designer cut! We are so grateful we found her!

Took my dog there and left for a few hours while I ran some errands and visited family. Amanda was an amazing employee that truly made you feel listened to and respected, deserves a raise. Will definitely be bringing my dog here again when needed.

The pricing is pretty good and there is a good variety of options for products. But I find that the stocks are often short for the less mainstream products but that is understandable. Service is a hit and missed depending on who you ask for help.

Great customer service. I had a slight issue with one of the products I purchased. I needed a replacement battery and they were able to address it within 24 hours. Received a courteous follow up phone call from store manager. Greatly appreciated!

This locations staff are weird as hell. My boyfriend had just spent $200 on stuff and he wanted to go look at one other quick thing after making the purchase because he forgot to do so earlier, the staff said it’s fine if he does so. He was

Used the pet hotel for my cat. 25per night, 15 for late check out and 16 for grooming while she stayed. Not a bad experience over all. It was her first time but she seemed happy. They kept me updated. For some reason I thought it would be

Not impressed with their tropical fish section. Dead fish in many tanks. Blamed supplier for the problem but could at least clean out the dead ones so it doesn't look so bad. One tank especially had at least 10 dead guppies in the bottom.

I took my dog to be groomed here. First of all she is 8 pounds and they charged $98 for this grooming. Then when I went to pick her up I noticed all the hair on the ground was pink with blood. When I got my dog back she was shivering in

I’ve taken my dog here a couple times. The first time it seemed to be good. The second time they left his nails a little long, so I had to bring him back for the walk in nail trim and teeth brush. Again they left his nails long. I would

My dog loves staying at the PetHotel. He gets anxious when we have to go anywhere for long, but the team here is so nice and caring, that the past few times, he's loved his experience and came back happy! Highly recommend!

Friendly, clean store. Lots of dogs in doggie daycare and the doggies were happy, some playing, some napping. Looks like they were enjoying themselves. I was picking up catfood. Which was well stocked and easy to locate.

Great customer service from the girl at cash. Super friendly and helpful! Older women with a long grey braid was very cranky boarding on rude. The staff at the cash made up for it however. Top notch wish I had her name.

Was on a 45 min call with online support because it wouldn't let me place an online order. Total waste of time. Blamed it on my CC and couldn't fix the problem. I asked for a coupon and got nothing. Complete idiots!

Ive brought my dog, Rupert, in here 3-4 times now, and they always do a great job. Kim is his usual groomer, and he loves going to see her. Ill definitely keep coming back here, and definitely recommend them.

I went into PetSmart on McLaughlin to get 6 Ghost Shrimp for my planted tank, and came away with lots more info than I already had. Daryl is one of the best aquatics associates I've run into in a chain store.

For anyone who has a Pomeranian/ Pomeranian mix dogs, you must see Emily specifically as she surpassed my expectations for my pomeranians summer cut. I am extremely happy with the results and her efforts :)

Customer service by the Manager Susy was extremely unprofessional and rude. I had to return an item and her language was not ok and not just with us but also she spoke very rudely to the cashier as well.

Employees are nice and welcoming. And the store has a large variety of pet products to choose from. Also there are animals up for adoption there which could also be rescues which is a great initiative .

Good place to board your pet , they take good care of my dog. You can also request salon services during the stay. Has day camp as well. Prices are reasonable. Ample parking outside the store

i bought a guinea pig here and 1 week i had to put it down . was all of sudden very sick and stopped eating and drink and then heavy infestation of mites . she was only a baby …

Sounds like the girls fit at Sephora. Rude and unapologetic attitude. Extremely condescending. Bad service. Bad management and crew. Only few are nice. Never coming to this location.

Doggie Daycare… she spray the dog with water in their face to get to calm down Sell cats but no dogs or turtles (government regulations on turtles are tight) …

I love how my dogs look after their grooming ❤️ Also, I think they had a positive experience because they came home so happy and fresh. Thanks so much! …

The best place to find all the products you need to your beautiful pets. Workers are courteous and very helpful. I love shopping at PetSmart.

I went to get some live plants for my pet turtle and Daryl was extremely helpful. He was very kind, knowledgeable, and a delight to talk to.

My doggie gets her hair cut at the Grooming Salon, by Kimberly. She does a great Job! Everyone at the store and checkout are very friendly.

Very Poor service by Kim ! My pup is traumatized after being groomed .. she shaved off his face and he has cuts all over his face !!

Good service. Always have food in stock. Lots of things on off. They have few cats for adoption as well. Lots of other live stocks.

I live the grooming salon here... one of the best I've been too.. Kim groomed my dog she made her look just perfect.

Love the customer service here. And literally the best groomers! Kuma loves coming here every few months!

PetSmart is a great place for all your pets needs Staff are knowledgeable and lots of selection as well

Very easy to find what you need. Extremely helpful to what dog food brand you're looking for.

Very friendly staff I love coming here with my wife and son they enjoy looking at the animals

Pamper your pets here at PetSmart in the Heartland area of Mississauga,Ontario,Canada.

We always go to this place for our dogs’ grooming. The staff are very accommodating.

They did a great job and the price was very reasonable, will go back

Friendly staff, always there to help you find what u need

Good collections for pets like cats ,dogs and fishes

Good store, has most of what we need for our pets.

Great for aquarium equipment and supplies.

Friendly staff. Clean and organized.