The item they sold to me at a full price was chipped and cracked. When I told them that, the answer I got was "yeah it may be chipped." I also bought a water bottle, asked them to put water in it and tried to put it in the cage I bought, but when it didn't fit, I wanted to return it right there and they said it was now USED and that they couldn't take it back. Appearently selling a damaged item at a full price is fair, but taking a water bottle back when the mouse didn't even come near it is not, for this company. They had already discarded the package without asking me, so now I have a $20 item that I never used and will never use. Wonder if they could tell the difference if I had taken it home and dried completely and said I never touched it? See my point? Also the staff had no idea about the products they were selling, asked around to find the person I had talked on the phone 5 minutes prior to my visit and everyone was like "it wasn't me". But who was it that I talked to, we still don't know. And no one bothered to find it out either. I was in a hurry and if it wasn't an urgent situation, I would've left that store right away without a single purchase. I never expect anyone to show me an extreme joy when I enter a store, but a little crack of smile on their faces instead of their products would be nice as well. I may be completely wrong and at fault or whatever (not), but after spending $89 and with everything above, I did not leave this place as a happy customer. PS: I worked at a pet store for 2 years, and sales & customer service for 10+, so I know what I'm talking about.

Hey guys, sorry I have to leave a less than average review for this store. For a year now I have been trying to get my dogs regular food from this branch as it's close to my house.. Everytime I try, they are always out of stock of one of the items if not all... It's such a pain, as I would like to rely on my local pet store, especially when people tend to buy the same thing over and over. Everytime I ring, or in store asking why this always happens I get the same answer that I should set up a standing order, and that the food is very popular .. 1. Here is my one experience of setup a standing order. I set it up and I came down to get my first order, went to the fridge in store first to check stock, as usual no stock, went to counter and they said 'oh sorry we haven't got any in the back.' So what was the point of leaving a standing order for then... 2. Maybe order some more stock if its popular, that usually a good solution to running out of stock of something in its first day .. I agree that the young girls in here are very enthusiastic, and helpful'ish in store.. but as usual, having responsibility and actually thinking ahead is something the staff clearly lack. I have been going to main street branch for my dogs food the last 3 months, and they always, always have the food in stock. I use this store, but it's further from where I live making it a more tricky chore... I do hope the manager reads this review and maybe changes the order to make the food is in stock and 2 build a more robust standing order system...

I usually go to the Tisol on Main Street and I happened to by the Arbutus location the other day. To make a long story short, I was looking for a dog seatbelt as I had just purchased a car. The girl with the long dark hair told me that dog seat belts are effective (fine) and suggested a crate. I told her that my dog is terrified of crates as she had a terrible shelter experience before I got her. The Tisol girl said "well, if you don't want to do a little bit of work for your dogs safety, you will have her coming at you as a projectile if you get in an accident.". She continued to bring up having my dog hit me in the head or fly through the windshield and how I essentially wasn't taking the best care of my dog. She gave me some tips, obvious as they were, on helping my dog get used to a crate. Useful, if I hadn't been working on this very thing for the last two years. I understand people are passionate about animals, I clearly am, seeing as I was about to spend $50 on a dog seatbelt. What bothered me is that she was in short telling me that I am a bad pet guardian and trying to shame me into forcing my dog into a crate. She seems young, so maybe it was her age but she knows literally nothing about me. I have had trainer and behaviorist seesions for the 2 years I've had my dog to work on her anxiety and for this girl to tell me I just need to do a little bit of work, was infuriating. I'll stick to my Main Street Tisol, thank you.

Just dropped by to get some cat food and there happened to be a fire alarm in the same building so the store was closed and 4 staff were in front waiting. None of them seemed to be overly interested in interacting with me to let me know what was happening except one girl (If it wasn’t for her I’d give 1 star - I actually had to ask if they were the staff). They all started to leave to go to their safe meeting spot and I just hung around the front waiting for the store to open. A few minutes later the employees walked past me again to cross the street, they said it would be another couple of minutes. 15-20 minutes later the staff is nowhere to be seen, and now there’s a line up of 6-7 people who are trying to enter the store and have no idea what’s going on so I’m the one that has to explain it to them. By now the alarm is off and the fire truck is long gone. Finally the girls show up all with coffees and proceed to walk past all of us without making any eye contact to enter the other entrance. One of them should have stayed behind to inform customers what was going on. Terrible customer service. Unfriendly, rude teenagers need a proper manager and based on other reviews I’m not the first customer that’s had this experience. Will be shopping only at the Main st location from now on. Edit: a year later and see the owner has responded to every negative review but mine. Fail.

One star is already too generous. So happy I rarely shop there anymore. Used to shop there for many years before PetValu acquired them. Now it's owned by an American company. Minimal customer service from majority of staff. They don't seem to care too much about the animals. You can tell they're so distant from their customers. Nothing genuine from what came out from their mouths. Tonight, I reluctantly stopped by for a couple cans of First Mate chicken for my two kitties because it was literally a 3 minutes walk and I ran out for their dinner. I was exhausted from work the past month and so when this greenheaded girl asked me how I was, I told her I was very tired and almodt fell asleep. She, with a bossy voice, said, " It's only Thursday today, you have a long week to go still." Did I need her comment or did I need her as a matter of fact tell me so remarks? ABSOLUTELY NOT! Most of the old team was gone and they were good people. I miss them. My thinking is, if you don't have anything nice to say to people, don't speak and keep quiet. . It will do the rest of the world a big favor.

I have shopped a few times at Tisol and everything went smoothly. They have a good variety of food for my cats. But a couple of weeks ago I went back to find something for one of my sick cats. I ask one of the personnel named Will to see if they have something special for vomiting and he offered me goat milk since it has protein and I don't remember what else he said that could be good for my cat. I trusted him and bought the product, it was frozen and paid more than $15. Then when I got home waited for the product to melt and the consistency looked weird, I know how milk is supposed to look. Then I checked the expiration date and it was past it due date. I'm glad I noticed that and I didn't give it to my sick cat. The next day, I went back and Will was not there but another personnel helped me very kindly apologized and refunded me. If it weren't for that experience, going back and that I almost got my cat sicker, would have been a five star.

I usually buy Royal Canin 8+ (13lbs) for my dogs every 3 weeks. I decided to buy it at Tisol (Arbutus Street, Vancouver) as it is close to my house. However, I was very dissapointed with the price. It is literally 8 dollars more expensive than the one sold by PetSmart. I talked to the store manager to see if perhaps she could do the same price as PetSmart, but she did not seem to care much and just told me that PetSmart has better offers and she could not do anything about it. Honestly, from my perspective, I really expect customer service to be a little more empathetic and friendly and, if an employee tells me that their competitor has better offers, I do not see the point of paying more for the same product and keep purchasing at a store that won't care about their customer's fildelity. I only bought this time because I really need it but I am not bothering going there anymore. If PetSmart has better offers so that it the right place for me.

After being in the rain, sweet Frieda was kind of stinky. I asked a local pet store if they could recommend a place. They said to go to Tisol for a $10 dog wash & dry! I hurried over to discover they had "do-it-yourself" wash & dry stations! It could not have been more convenient! A separate gated area with 2 wide, attractive, flat, matte, black tile/brick "sinks" to set your dog in with a hand held water spray hose, a neck leash attached to the wall to keep your dog secure, your choice of 10 dog shampoos to use, a thick towel and a hose that blows cool air! Perfect! Idiot that I am, I forgot to use the black apron they provided so I soaked my midsection & sleeves but all in all, an easy, do it yourself dog wash!! They even provide a jar of dog treats! Here's Frieda, all cleaned up with her ever present, stuffed owl she takes w/her on her walks and clamped in her mouth during her whole bath! Couldn't recommend it more highly!

Hi I have been going to Tisol on Arbutus for about 10 years. I do love their selection for dog harness and dog clothes and such. The cat section collars could be improved. The dog bath is great there too! The staff about half of them are nice lately and the other half seem to be deliberately passive aggressive and seem to deliberately not help lift heavy bags or offer to hold door if you are clearly having all hands full. It's like a no frills style of customer service, like less is more approach. I try to not complain but it has been noticable lately. I also shop a the pet store around the corner as much as I can just because I have a much nicer experience with the staff. I'm posting this as I think the management of Tisol on Arbutus is not aware of this possibly. Half of the staff are nice and but the other half about three of them passive aggressive and kind of snobby.and not helping when would be natural to assist.

I have been a client of tisol for 15y, I used to love going there with my 2 dogs and because I also have 2 cats I spent an average of $150 there every month. Since they were bought by the big American company, the staff are way less friendly and unhelpful . I went today to buy dog food and wanted to compare few brands. There are no price tags on any of their products. Or on the shelves. When I complained, I was told to bring each bag I was interested in to the cashier to check the price! Really!!? I was looking at maybe 6 or 7 different brands and 30 lbs bags, i wanted to change food for my dogs. I appreciate you are renovating, but what about having prices displayed for your products! Renovating is a poor excuse for not doing so. I live down the street but I am going to take my business somewhere else from now on.

I just do not know why I keep trying to shop here. Every time I walk out annoyed and disappointed. You have to always search for help, even as they have numerous staff on duty (though occupied by their phones usually). Last time I asked for help for a spray bark collar as I live in a shared building, the staff proceeded to tell me she was surprised as most of their customers live in houses, stating it as if my living arrangement as a horrifying surprise. Seriously? The store is sorrounded by condos. Plus why are you openly judging a customer? Is that not against customer service 101? I went to another store and dropped over $200 there...I can ignore lazy service but draw the line at rude condescending behaviour. Management needs to better train the staff here.

Awesome place, they know my pet Jazzy and always have a treat for her right away. I hear they're opening a pet wash station this week. I'm really looking forward to this station, Jazz is now smelling a lil funky from her frequent ocean dips with extra seaweed ... I shall update this review once I try the washing station. Everything else is great, wide selection of high quality treats and cool trendy leashes Update: Pet wash station is now officially open and it's freaking awesome!!! It's only 10 bucks, towels and shampoo are complimentary, they also have a blow drier and free treats. Jazzy left the store smelling like pineapple margarita and with a gift bag filled with delicious doggie treats. Come check it out!

Always a place to get your pet food and if your a pensioners a discount applies the last Thursday of the month. If you buy bagged dog food here after so many you get a free bag. Until today I would have said great things about this place but yesterday afternoon my wife bought a Tuffie Ultra bone only 20$ but the dog bit it onto two large pieces and a couple of small pieces. So my wife took it back and they ( the girl/) was adamantly refusing to take it back. They know my dog she is a 13 month old Cane Corso / Italian Mastiff. We'll, we spent in Excess of 200 $ this month. But they will lose our service and any one else's that I can convince they don't stand behind thier products, unless they correct the situation.

This place feels like it's run by a bunch of teenagers...because it is. To be fair, they're doing their best, and the onus is more on the company for presumably hiring the cheapest staff they could find. There are usually about six people behind the registers, and if I'm lucky, one of them can help me. Questions are met by the majority of staff with blank stares or confused murmuring. Reading the comments, it seems the store was taken over by American ownership who don't seem particularly invested in the customer experience. In response they have put signs in the windows stating they are proudly Canadian-run. So, congratulations on hiring Canadians at a store in Canada?

Today I had the most horrible and objectionable costumer service in recent memory! after being a royal and "weekly" shopper for 18 years! I suppose this is what you get when inexperienced, egotistical, illogical people barely out of high school are placed in positions of authority! For which by the way they have subzero qualifications and even less maturity! horrid people skills and absolutely no understanding of costumer service!!! Be warned people Tisol is far from the store that provided all my pet needs and even further from what it used to be when it comes to costumer service!!! time to support smart local businesses that actually appreciate your business!

We love tisol arbutus! They have always been warm, welcoming, helpful and hospitable. We’ve been bringing our dog Louis in since he was a puppy and he’s been treated extremely well by the staff. We’ve never had a bad experience, only 10/10 (even when puppy is being naughty). The products carried are very high quality, especially the toys. There are some stores that seem to sell only disposable toys, so we appreciate this selection. We also love the treats. The only thing missing is ruffwear products. If they were sold at tisol we wouldn’t have to go anywhere else :)

For the 4th time this year, the price scanned at the register was higher than the shelf price. The cashier's always have the same response - we haven't updated the shelf tag. Really? Since this has become a regular occurrence, it begs the question of whether this is an intentional deception. When it happened today for the 4th time this year at the Arbutus store, I asked to see the manager. No manager showed, but I was given the shelf price. Bizzarre. If it happens a 5th time, guess I'll have to update this review :).

I visited this store today to use the dog wash station. The air blower was broken at our wash station. Which was very inconvenient. The staff were very unhelpful and unfriendly. They didn't show any care or interest with my pet or one or two other customers in the store at the same time. I found my experience disappointing as I also go to the store on Davie St. in Vancouver where I find you receive a better and more welcome service. I leave two stars for the size of store and wide variety of products.

Tisol is great I always have a good time at Tisol. I bring all my friends and family to Tisol. The staff is very kind and helpful at Tisol. When I went to get food the staff at Tisol were very clean. I got the food from Tisol and my cats LOVED it. I recommend Tisol to anyone who needs stuff because Tisol has amazing selection and clean staff Edit: I went back to Tisol the other day and Tisol’s staff were somehow even cleaner! Shoutout to Pedro from Tisol who was the cleanest of them all at Tisol!

This is my dog's favorite store. When we go for a walk in the neighborhood, he will lead me toward Tisol. The closer we get, the faster he walks until we arrive. A few times we've done late night walks after the store closes and my dog sat at the front door sadly staring in, wondering why he couldn't get inside. He likes to sniff all the food and loves the friendly staff that often offer treats. We've found some very cute dog sweaters/rain coats here too and Tippy gets many compliments.

My visit to this Tisol locations was such an incredible experience. I was welcomed when I entered the store by a lovely young man named Pedro. He smelt very nice and clean and helped me find exactly what I was looking for (Performatrin Ultra cans of cat food). His expertise and knowledge blew me away. Amazing staff. 10/5 stars if I could. Will visit again. The Main Street store location was closed and could not explain why so I came to the Arbutus Tisol location got the help I needed.

The young ladies at the till are helpful and can be very enthusiastic and it seems they take on a personal interest in helping you make a choice when it comes to items you are not sure which is best to purchase. Great big huge section of bagged dry nutritious dog food. Plenty of accessories and they now have a doggy wash station that is large enough to have three or four dogs showering at individual shower stations ShampooPlease "Like" to show me I am making a difference. Thx

Tisol on Arbutus is worst than the one on Main St. , we went in to look for more choices and selections for fish tanks , they only have a tiny small choices on everything on a tiny shelf ! Couldn't find anything we need , also prices are higher than PetSmart . They only care and focus on dogs and cats , hundreds of items on these pets , very disappointing , they don't care about people having fish as hobby .

Staff is really helpful on the phone and in the store. Came to try on a pair of boots for my dog, they helped me to put it on since it was hard for me to do it by myself with my wiggly dog. They didn’t had the proper size in store, no possibility to order them but they called Bosley that had it to put a hold on it for me. Really appreciated the help.

They have a section specifically for Canadian pet food, a great selection of foods, and if you try a new kibble and your pet doesn't like it you can return your bag as long as it still has most of the food in it and they will donate it to the pet food bank! Also the staff were friendly and nice and really helpful ☺️

The store has recently been renovated and it looks really nice. I find the staff nice but they rarely check in to see if you need help finding anything. When I've asked about dog food suggestions for a dog with specific issues, I've received good and mediocre advice, depends on who you talk to.

This place is great for specialty pet food. The staff is friendly and knowledgeable, and always willing to help. There is also a frequent feeder program where you can get the eleventh bag of pet food for free. Since my dog is morbidly obese, I find this promotion to be especially helpful.

Got a cat? Got a dog? Have another heartbeat at home that's not human? They have the biggest selection with the friendliest staff. It's very rare to go in there and not see some cute animal just cruising around. This place satisfies my every Pet's need, and definitely yours too!

Friendly and enthusiastic staff. They all love animals which goes without saying. I use their bathing facilities to give my dog a bath. Worth it to drive from South Vancouver to Dunbar Area. They have everything you need to bathe your dog and it's all included in the price.

Extremely friendly and helpful staff, good selection of products, and very welcoming of pets. A great neighborhood pet store. I also want to praise them for being very good about exchanging my dog's harness after he chewed through it and I lost the receipt.

My visit to Tisol was superb, I loved meeting Pedro his attitude and knowledge was absolutely excellent. He helped me pick out items for my new puppy, and even went as far as to try on the leashes for me so I could see them in action! Will return soon. :)

Dirty dog in clean dog out, and they cleanup afterwards. The self wash is great and the appointment set up for covid works great. The store itself has a wide selection of everything for your cat or dog. The staff is great and seems to live everyone's pet.

The staff and management really care about our needs for our pets. They staff members went way out of their way to ensure we had the correct food for our dog and cat. We are really thankful and put a huge smile on our children’s faces. Thank you .

Won’t be shopping here due to the company adding charge for bag. Is getting crazy as spent over $150 for food n treats and they wanted another $0.25 for a bag, no more profits directed to this chain. If you could give ZERO stars they would get it

Excellent pet store! Felt very welcomed by their patient, knowledgeable and helpful staff. The products were well stocked and organized. The pet wash station was very clean and easy to use. Would definitely recommend for dog owners!

With the amount of money we spend on pet food and toys. I personally think the staff could at least say hello to each and every customer that walks to the door and a good bye would be nice. I always thought it was part of the job.

I love shopping at Tisol. Once upon a time a man named Pedro used to work here, I never met him but when I smelt him he smelled very nice. I recommend this Tisol, don't go to any other stores. This one has everything you need.

The staff are great, and they have a huge selection of raw pet food. Went there just for this reason as it is tough to find a reliable supplier. More coolers/freezers here than the other 5 stores I have went to combined.

I used to be a frequent customer at Tisol until they were bought out and our regular food wasn’t going to be supplied by them anymore. However, we’ve always had a great experience here and they staff were friendly.

Really friendly, helpful staff who always say hi when people walk in. Great selection. Edit: Staff changeover. Some not so immediately friendly, others awesome. Still great store. Edit: Excellence during pandemic.

I’m floored by the amazing service! Marian was great, she obviously cares and went above and beyond to make us very happy. Thanks so much for sorting us out, keep up the great work. Give this young lady a raise!!

Prices were very reasonable, and they had what I was looking for, cheaper than the big brand pet store. Store was neat, staff were knowledgeable about inventory, and check out process was quick and efficient.

I recommend the cat litter called "Best Cat Litter in the World". It is expensive. I hate that. But I live in a small apartment and it works so well. You would never know that I have a cat! Worth every penny!

Very friendly and helpful service! We appreciate the attention Tisol Arbutus team shows every time we bring our dog for a wash. They make sure we feel welcome and safe as our dog can be scared of other dogs.

Would be five stars if they didn't lump homeopathic products in with real medicine. Misleading and predatory. These products do not work and can even harm your pet sometimes. Please do your own research!

Friendly and helpful staff. Just their dog wash area there was a lot of dog hair on the otherside so when the blower went it all flew up. Also the blower was cold air, warm air may have been better?

Helpful staff and good quality dog food. Dislike that they’re constantly changing their orders, so if you find for example great toothpaste that your dog likes, you might not be able to buy it again

Ecellent and knowledgeable, helpful, staff. This is a great pet food and pet toys, and accessories ,store. They have a good selection and I am always impressed by the staff. I highly recommend them.

Today I went in to just buy some cat litter. I was met with a whole lot of staff with alot alot attitude. It has not been the case for some time but today I was happy to leave as soon as possible.

The staff at the Arbutus location are so grumpy & snippy! It’s closer to me but I choose to go to the main st location where the staff are always friendly & seem like they actually like their job!

We used the dog Wash station here which was a pretty good experience. Way better than doing it home with no mess. They provide shampoos and conditioners and the total price was around $10.

This is a great local chain with knowledge pet loving staff. Their prices are competitive and they offer a simple membership that can earn you a few bag of food about once a year

They carry some specialty merchandise that is hard to find. The staff is helpful & friendly. Stock can be low @ times, but they will check other stores & order it in if possible.

Unfriendly to the point of being rude. Not helpful at all. There to take your money....that's it. The price of pet food is huge, a little nudge or thank you goes a long way.

Great staff... Very helpful and interested in what your needs are. There's a dog washing station. For only $10 you can wash and dry your dog. Includes shampoo. Great deal.

Not very helpful even though there were many staff on wondered around looking for the fish stuff and not one person asked if I needed help. Left without buying anything.

Very friendly staff. I couldn't help but feel pushed to buy certain things.. It seems more money grabbing now but at least the customer service is pretty decent still/

They regularly messed up my order whether i came in store or ordered online. Horrible customer service, save your money and support small local businesses instead

Lots of expensive pet food most t contain sweet potatoes which my dog is allergic too. Need to shift thru alot but can usually find some single ingredient treats

Wide selection of options for both food and treats especially good service for those who are shopping for picky senior dogs. Staff is also friendly and helpful

Pet food and supplies store . Its a smaller location then the main street location less amount of itams but still good . They got a dog wash . And are hiring

I’ve always had positive experiences at Tisol on Arbutus! Their staff is knowledgeable and friendly, and there’s always lots of staff willing to help you.

I purchase my dog food here as the selection allows for a more wholesome choice for my dogs' diet...staff is friendly and your dog is welcome as well.

Great store, great staff. They carry the batteries for my dog collar so I'm very happy. Maybe the best selection of collar and jackets in Vacouver.

Friendly and nice atmosphere. But somewhat disorganized (at times our preferred item is out of stock). Went to the competition who had the item.

This store has anything you would need for a dog! I had special luck with finding anything for a large dog, but won't have a raw diet here.

I come here but weekly to bathe my dog staff are very friendly and courteous they also help carry out any products you need assistance with

Well stocked and organized store. Staff was very knowledgeable about cat food, down to the cat's expected poo color from eating the food.

Really poor customer service. Dont bother ordering online because the website isnt updated so you most likely wont get your full order.

Best place for pet food and supplies. Staff take the time to listen and explain options. Dogs are welcome, so my dogs favourite store.

Old staff are great! The company seems more interested in making money than selling you the right items. Petvalu needs to step it up!

This is always a reliable store due to the great people helping out. Never disappointed, even if I can't find what I'm looking for.

Lots of options, staff are overly helpful in my opinion but that's not necessarily a bad thing. What I love, the dog Wash stations.

It was alright. It had kind of a franchise Walmart vibe. I was looking for something cuter with more character and personality.

Good place to buy food and wash your dog. Although they run out of hot water regularly when more than 4 dogs have been washed.

I always find the staff very helpful and I got some amazing pet frames super on sale when I came in recently so Four Paws Up

Staff is great for a chain. Maybe not the best selection for locally sourced products. Service and selection is good overall

Excellent knowledgeable friendly staff! Very good selection and good variety of products. Great prices and helpful staff.

Our neighborhood pet store. Scored on dog parka! 50% off. NOW food is also on sale for $14.99 ($22 or $24 originally)

Helpful staff, good selection of items! Always fun to see what dogs are getting cleaned up at the bathing stations!

Terry knows everything about cats and the whole staff have been lifesavers with thier product and brand knowledge.

A store with great healthy brands for your pet. The staff was knowledgeable and friendly. Prices are competitive.

Good selection, a bit on the pricey side, but good quality of products. Good return policies and customer support

Tisol is a clean easy to manoeuvre store. Wide variety of pet food and supplies. Helpful staff..accessible also!

Great customer service and good variety of products. I find their prices a bit higher than some other places.

This is such a good pet food store and the people who work here are so nice which makes all the difference.

I had good service and excellent suggestions from the staff based on the products they used for their pets.

Long-haired Chihuahua approved. Your dog knows. Your cat does too, but is too self-absorbed to tell you.

The organization was a little confusing, but I found what I needed. The staff were friendly and helpful.

Very friendly staff. I only go for cat gear, but they always have what I need for tools, treats, etc.

Lots of pet supply options, helpful and friendly staff, never any issues with the merchandise so far

Consistently well stocked, self serve pet bathing stations at this location, paid parking out front.

Great selection and surprisingly very knowledgeable staff! They were really sweet to my dog too:)

Dog wash is awesome. Need to fix that hot water issue though. (Run out both times we were.there)

Awesome store for pet owners and enthusiasts! Friendly staff, and good product variability.

Large selection of pet supplies. A place worthy of going, when your pet needs are wanting.

Horrible service. Lazy and inconsiderate despite calling in beforehand for a bath service.

Pricing on the expensive side, but selection is broad and quality of stuff is always high

Great place to go for all your pet needs. Staff is great. Have an awesome dog wash area!

Awesome pet store, with two dog washing stations, which make washing the dog, very easy.