a very bad customer service experience. I hesitate to go back although we were happy with our groomer (Evelyn). when we got there, there were other customers inside and staff were busy taking care of them, I told the lady who was in reception that we were there for an appointment but she asked me to wait until she is done with others. Then she went inside and no one else was there. After waiting for 20 minutes, she came back and introduced a different groomer, I told her that we booked with the other groomer but she said Evelyn is busy and can not take our dog today.....but as soon as I agreed to have the grooming done with the new person she said they wont be able to take us today anyways because we were late for the appointment!!!! I told her that we were there on time but everyone was busy when we got there and we waited there for a long time but she kept saying that they have to reschedule the appointment!! it was a terrible experience..instead of apology for keeping us wait for such a long time or switching the groomer she put all the blame on me for being late while I was waiting there the whole time!

Review based on the self wash be aware - no temp control (pretty much cold water) - the knobs that should give you shampoo or conditioners don’t work (they just had big tubs there of shampoo and conditioner) - one of the hoses had a nozzle to adjust the spray of the water to more like a shower head the other was just like a garden hose. When I mentioned to one of the employees that the shampoo/conditioner stuff didn’t work in the self wash the response was “oh ya they installed these things like a year ago when we opened and they have never worked” this also would have been nice to know before I started. I also had to ask for a towel there was non ready or given to me when I started. I won’t be using their self wash again unless they improve on the machines the way they are supposed(advertised) to work. There is a MUCH better self wash just around the corner. Sure hope pet smart customer service actually reads these things and actions something. Grooming and customer service have all been great in the store, it was just the self wash I really wasn’t impressed with.

Worst petsmart ever. The lady in the grooming section is the least accommodating. I had an appointment for bath for my 5 lbs dog and after seeing her, she said she had a bit of matting so she needed to cut her hair so I said ok (of course I would pay the price for the cut). She then said that I needed to make a new appointment online to bring her for cut and bath. I asked if she couldn't change the type of appointment I had set up as I could barely find any appointment openings (I'm sure they can as I have had services added at other petsmart stores after my dog was evaluated when dropping her off) to which she answered that I had to go online to make a new appointment. I asked again if she couldn't do it as my dog had a 2 hour appointment and she said again to go online. As you can see on the picture there is not a lot of matting that would require a lot of time for hair cut so I don't really know what the whole issue was. I wasted my lunch time to go to a store that hasn't even opened officialy and it already has only 2 stars.

My West highland terrier got a grooming just yesterday. However, it came out very blotchy and it was a noticeably very poor job in many areas. It even looked as though he was ungroomed in certain areas? I called back to the grooming salon and a different stylist was more than happy to redo the service for me to correct the original stylist's work. The second stylist who did the fix, her name is Evelyn, and I highly recommend her service in grooming and haircuts. I trust that her work is reliable and done to a high level of standard, she demonstrated it in her customer service, dedication, commitment, and efficiency to correct the work. Thank you to Ryan also for following up with me to arrange it so that we could get back into the salon. We will return back, hopefully we can get Evelyn again. Thank you again Evelyn, you did a great job!

Not necessarily a review for this location but their website sucks. Every time I try to place an order, it tells me my payment is invalid. I try many different payment options including PayPal and it never goes through and keeps saying I have an error. It's done this over months and each time I forget until I'm trying to place the order again and it happens all over again. After so many tries then it wipes my shopping cart clear and I either have to give up or start all over again. Very convenient as it does this usually when there's a discount going on. Ugh.

I visited here the day after the grand opening as two of the kittens I had applied for on ninth life cat rescues website we're brought to this location. The volunteer staff were extremely helpful and I was able to bring my sweet baby boys home with me that day. The staff for the store were fantastic, they helped me find a carrier as I hadn't expected to go home with the kittens that day. They helped me with all the rest of the kitten supplies I needed and everyone was just so friendly and excited for me. I will definitely be coming back here!

Super friendly and helpful staff. We were looking for a hands-free leash and one employee directed us to exactly what we were looking for. However the leash had zip ties binding it, so it was difficult to see how it functioned. When I brought it to the cash register, the same employee along with her coworker cut off the zip ties and allowed me to try on the leash belt and test-walked my dog around a bit - all before I even committed to buying it. Wonderful customer service! Store is also huge, well lit and well stocked.

I recently adopted two kittens and while purchasing some new products including a new crate, the kind staff at this location (Burlington Center) were both so kind and helpful, especially when I was struggling to put the new crate together. I was having a really rough and stressful day up until then and her kindness was so much needed and appreciated, you saved the day exchanging it for one you found already put together from the dog section. Thank you

We waiting for this store to open as it is much closer to us. We brought our two chihuahuas for grooming. They have never enjoyed going to other petsmart groomers before. We have had the best service from booking the appointment to their grooming. Stephanie and Evelyn did an amazing job on them. One of the best looks yet. They actually came home happy and beautiful. Thank you both for such a great job. Anna and Dave

I inadvertently booked my Morkie at the Burlington Centre location; normally go to Brant. I was very disappointed for the money. Her fur is uneven and her ears hadn’t even been combed out. Didn’t smell clean and fresh like she normally does after grooming. My poor Bella looked like a stray when my husband brought her home. Not impressed, I would have complained if I’d picked her up.

Very rude staff！we hadn't finished bathing the dog yet and they told us that the time was up, the dog kept barking because she was afraid of the sound of the hair dryer and there were no other customers waiting outside, unbelievably they even asked us to never come back again, first time I've ever encountered such unfriendly staff, we won't be going back to this store ever again！

Great place to take your fur baby for a bath. The only inconvenient is that their POS machines don't accept the tapping function with your phone. I rarely carry any cards with me so it's been a few times that i've had to go back home as I wasn't able to use apple pay on their machines.

Fantastic location with excellent, friendly staff. I had been hunting for a specific product I was having difficulty finding at other locations. The Assistant Manager Emily was incredibly helpful, and with going above and beyond was able to locate what I was after.

I don't understand their grooming appointment service, booked at 1pm and checked in at 1pm, and they just put my pup in the cage, finally got my dog at 3pm, I mean the regular wash usually spent 40 mins, won't back to this location after.

Our first experience with our new rescue at the Grooming spa today!! Brittany was amazing and eased our anxiety over this first trip! She kept our boy Javi calm, relaxed and happy! We were thrilled with the service! We will be back!!

Self serve pet is ok . But there tight on towels they give u a hand towel . I have a big dog . Bring ur own towels if u wash ur dog .. they should upgrade there self serve wash stuff and not be so tight .zero stars

It's nice to be greeted with enthusiasm when I enter the store. Employees are friendly and helpful, telling me about sales on the products that I need. My pup is always welcomed there too.

I had my cat Milo for a grooming at pet smart Burlington mall location. His groomer Stephanie was fantastic with him! He loved her and she did an amazing job :) definitely going back !

It was Jessica that served me today for canned dog food and she was excellent! I will return and look to purchase more dog food as well I will look for her to give me information

We popped into to give our Tucker a bath.. 8 month old German Sheppard...The young lady was awesome. She showed us what to do..I think I got the bath instead of Tucker!! Lol

We had our dog groomed by Skyla. She did an amazing job on our boy. He looks fantastic. She was professional, so patient with our anxious pup and I wld highly recommend.

Kim in customer service is the best! She is super friendly and helpful. This location always has what I need and there is plenty of staff if help is required

Good selection of toys, clothes, and food for both cats and dogs. Wished they had some raw car treats however. Very friendly staff and good service.

The staff here are always super friendly from the minute you walk through the doors. Very helpful with finding what I need as well.

I love the staff but truly miss Paige’s grooming skills, the new girl can not do my anxiety filled pup, Paige never had a problem .

My daughter and I have a great experience every time we go to your store. The staff is wonderful and very informative and helpful.

Excellent service. My dogs were groomed as expected and at a reasonable price. Will use PetSmart again for grooming my dogs

Extremely disappointed with my puppy’s haircut. It’s butchered, uneven and poorly done… Just threw out the window $80 ….

Worms are often mostly dead, staff are hard to find, relatively clean

Great staff allowing for window shopping with kids. Engaging staff!