PetSmart

I've had a love/hate relationship with this store for a long time but today is the last time I'll ever go to that store. I feed my crested gecko Repashy usually, but like to give her crickets once in a while (small, as she's not very big). Years ago PetSmart had a small cricket bin and a large cricket bin, and I could walk in, wait for a mildly uncomfortable length of time, and leave with some crickets for my pet. Then, starting a couple of years ago, the "small" crickets began to get bigger. And bigger. To their credit, some of the staff would help me get smaller ones, but it was a bigger gamble every time because a larger and larger percentage of crickets were huge. I stopped going in for a while, because of the look a lot of the teens working there give me when I ask for help, but today I thought I'd give it a shot. I should have expected the next step in the progression: PetSmart got rid of the "large" bin and now only has a "small" bin, which is loaded with large crickets. I suppose if you take the other bin away and have nothing to compare to you could call them "small", but people who know what their pets can handle shouldn't be fooled by this. They put up a button to press for help, which is off-putting but better than the old system of hovering an indefinite period of time. I pushed it before I realized the crickets were enormous, and since someone showed up I asked about the odds of getting small crickets. The person helping me was a teenager who I'm quite certain is in their first job; I stopped myself from asking several times. Imagine the typical apathetic teenager stereotype; that's what I got. She kept trying to tell me that those are the small crickets, despite me saying they're not. It was like talking to a Soviet party member, just "these are the small ones we have". It's impossible to have a conversation with someone who's just going to restate what the label says. I told her this has gotten worse and worse, could she at least leave a note for management, is there someone else I could talk to, etc. Her response was that nobody in the store could have any effect on the situation, and basically implied that I should start vetting suppliers myself and I guess going straight to the source. She obviously had no idea how a retail store worked or how to deal with anything that is not a straight sales transaction. Goodbye, off to find another store.

We went into PetSmart today looking for supplies for our new puppy and Alina (sorry if we misspelled it!) was incredibly helpful! She walked us around the entire store and gave us insight on dozens of products. We can't thank her enough! After she helped us, we found out from another employee that her shift had ended almost 20 mins prior but still stayed and helped us. We will be back soon!

We were greeted with a smile and kindness towards our dog. Hillary did a great job and our dog looked awesome when she came out with a pink bow on her head! Would recommend to friends.

I am disgusted after spending hundreds of dollars in this location over the years as our neighbourhood pet store; to only receive poor service from staff today. Their management skills need to be improved with further training on what Customer Service looks like. Wanting to return a fish due to its problematic behaviour to the rest of my aquarium fish and an associate could not pull me up on their system. I gave them my number, and my email address and she still had issues pulling me up on the system. The Manager was right beside us (Teagan), on the other till and she did not feel it necessary to assist the associate in providing satisfactory Customer Service properly. She did not try to help her retrieve my information. I am appalled being in the industry for 20 years myself at how they handled the transaction. I had to drive all the way back home to retrieve the proof myself and then called back the store to prove that I was a standing customer. Giving her the treats number she then realized I am in the system. With no apology but then did not further try to rectify the inconvenience and offer something in return!! All Teagan (the manager) said was if I return the fish they will take it back. Are you kidding me! Update: Thank you to Lesley (day manager) for not only rectifying the issue but giving us an in-store credit for our expense, inconvenience on our purchase to use as a discount further in the future. Very different service between managers which shows you the quality behind the proper exercising of Customer Service; although a lack of guidelines needing to be followed to show consistency.

Had my pup groomed here. Terrible experience. He had some matting so they said they had to shave him all down. They couldn't even shave down evenly. They didn't attempt to save anything and took the easy way out and just shaved him. They barely clipped his nails. The supervisor/manager is not nice. She tried to claim I had his collar too tight and kept commenting on that even though I check his collar every time I put it on him. I understand they have a lot of turnover or very young employees who may not have much experience but the service was terrible. They also take way too long for grooms. Will never return here for grooming.

Great pet store if you are needing pet stuff if you need a suit or groceries for yourself it falls a bit short. They so have grooming services and you can actually bring your dog along with you as long as it's friendly and a good boy or girl. If you let is angry please leave it at home I hear a dog once ate a whole family.

I had stopped visiting this Langley Petsmart when I encountered (months ago) a huge line up at 8:45pm with one sole young lady cashier trying to handle the line all by herself while two 'managers' were hiding in a office. One very frustrated customer barged into the office confronting these young 'managers' who were obviously chit chatting but claimed to be cashing out for the evening (why were they cashing out for the night at 8:45pm might we ask?). The frustrated customer continued to say 'you have a line-up of over 20 people and the young lady is always trying to deal with the long line-ups before closing every night I have been here'. Begrudgingly one of the managers opened up a second til. Anyways I'm just adding to my complaints about this location by showing everyone how this store packs their online shipments (see pic) .. 14 cans were dented (no idea whether it was from the store or via shipping nevertheless there was no packing material so I'm guessing it was both). I tried contacting petsmart's customer service but the lengthy hold time is ridiculous. I received shipments from most of the stores within the lower mainland and on the island and none of the shipments looks like Langley's. Terrible.

Order was ready as promised and I shopped for my four felines some more... Nice store with lots of products for Cats ! Hyde, Sweetpea, Josie and Arlo loved my shopping spree !