2023 update: Jillian was so lovely and kind helping us pick out a bunch of toys and treats for Maya's 3rd birthday. She went above and beyond to find the best products and value for us. Thank you so much! Incredibly helpful staff and overall experience. I had a pretty complicated transaction (including return and store credit) that was delayed because of the lockdowns, a few miscommunications, and technical issues with the online website. I spoked with Michael (#597652) multiple times (on the phone and twice in person) and he was very helpful. I totally understand that the transaction, the transfers, and the overall handling of the situation must have been equal parts complicated and frustrating for everyone involved (myself included). Some of the issues were because of how the website works in conjunction with the store credit merchandise cards which was out of everyone's hands. But regardless, Michael was very patient and respectful throughout every single transaction. He explained the process and limitations and went above and beyond to ensure that the problem at hand was solved. I also spoke to another store associate (#597652) and a corporate associate during this process, and they were all also very empathetic and patient in hearing me out and ultimately redirecting me back to Michael who sorted everything out. Other staff here have always been incredibly friendly and helpful to me and my Pupperoony. We have always had very positive grooming experience here as well. For customers and specifically dog owners here, I do not recommend changing your dogs food in general, but if you're concerned about variety in your dog's diet, the most important tip I have is to try smaller bags of food when integrating new foods. Because the bigger bags are more likely to be more expensive (and ultimately wasteful) if your dog refuses it.

I've been to many pet smarts but this one takes the cake... PetSmart on Empress walk is by far the worst with there made up policies that their employees at the grooming station pull out of thin air....The groomer I'm speaking about is Kirra .K... I went in to bring my 7 pound Yorkie to be groomed and the groomer that supposedly was booked to groom him was nowhere on site I stood in the dirty grooming waiting station with my dog for 15 minutes... Walked back to find some assistance at the cash and was told they will be there shortly. As I am standing in the box area again waiting I see a groomer walk up ... ask for my dogs name and tell me that I'm late they won't be able to take my dog.... what I've been standing here your place of business has no way of notifying a groomer that you are standing out here ... No bell ️ to notify a soul.. I said , she shrugged her shoulders with a dirty attitude. She said she has cameras at the back to see people in the front so why didn't you come out to let me know you see me out here . She gives more attitude... We exchange words and she tells me I'm band from pet smart ... Now I guess she's believes she is the owner ... Kirra k has a nasty attitude and looks like she needs more grooming then the pets that come to pet smart . I will never go to that location again.... Kirra .k you are gross I wouldn't want a nasty person like you touch my pet...

I’ve been bringing my dog to get groomed at PetSmart since he was born. He is 3 years old. I started using this location about a year ago because the other ones are always fully booked and this one never is (now I see why). Today they called to reschedule for the 3rd time saying they’re short staffed. The last time I was rescheduled (last week) the man who called was very apologetic and offered me a discount for the inconvenience. This time was like a 360. The girl who was suppose to groom my dog stated she was to busy to groom him 45 mins before my appointment. She had terrible customer service and was very unapologetic and unhelpful. When I asked why my appointment kept getting cancelled she proceeded to tell me it’s my dogs fault because he gets excited while being groomed and they need 2 people to groom him. As a big business like PETSMART you’d think this would not be an issue and you can deal with these type of things instead of making me feel like it’s a burden to groom my dog. At the very least as an employee in a pet store and working in customer service you should be trying to come up with a solution instead of making me feel like bringing my dog there is too inconvenient for the employees even though I’m putting money in their pocket. They’ve definitely lost my business

Store is organized and clean, staffs are friendly and knowledgeable. The only complaint is their product variety is limited compared to other stores. Update: changed from 4 star to 2 star. Went for their full grooming service (couldn’t finish bcz my puppy was showing biting behaviour, and we found out why later on) for our 4lbs puppy and came back with extra gifts (which we had to find out on our own): a cut on her knee for 1.5cm. Cracked nails that extended all the way to the base of her nail.( apparently they said it’s normal). Petsmart was very generous and offered us the next grooming service for free but I don’t think I can have my puppy go through that again.

The worst grooming location ever. 2 out of 3 times I booked this place, the groomer has always called in sick LAST MINUTE. And I've only gotten notified one time. The last time I didn't get a call or message regarding the cancellation of appointment so I wasted my time coming in store. Usually I have patience and tolerance but the Korean lady(yes I'm 100% sure she's Korean cause she spoke Korean to another customer) on the phone is just so rude. Even in person she just seems sick of her job so her attitude rubs off on customers. I don't have a problem with the actual staff who works the actual floor but the grooming staff needs to be re-trained.

I absolutely do not recommend this store. When it comes to refund, they are rude and force you to get a credit store instead. Plus, took my dog for the third class in the training class and the trainer said I don’t think you should keep bringing your dog, you are wasting your money and offered me a refund. He already had everything set up. I wouldn’t insist in having my dog where he is not welcome. The following day, went to return an item that I had bought two days before and when I gave the number of my account, they said they couldn’t gave me the return back in my credit card but a credit at the store only. Worst store pet smart has.

Extremely TERRIBLE customer service!! Got bad experience from the cashier! I show the groupon I got online, I don’t know that I have to use it through my account/ app, I was showing the groupon to the lady, that lady said I can’t use online groupon, the man cashier next to her suddenly yell to me “This is GROUPON FRAUD”. This is totally unacceptable since I don’t know this before, why not you just tell me in a polite way like that lady did. She told me I can use the app to login next time. And then what’s bother you? And why you yelled at me??? I’m not even on your line, I feel really bad and the tone he spoke sounds discrimination.

If you book a grooming with them, expect it to be cancelled on the day because the groomer called in sick. It's the third time this happens! You should have a backup, a replacement for these cases. I don't know if this groomer has a serious problem, but she always cancels at last moment calling in sick. If she really has some chronic illness, petsmart should have a plan for whenever she can't show up. I also have plans and have to arrange my day to fit in the time to take my pets to grooming, thats what a schedule is for! I will claim a refund for my package and will never use petsmart grooming services again!

Very unprofessional, terrible customer service. I took my toy poodle to this location for bath and brush and Sanitary service, At first, the girl at the desk, ignored me standing there for 10 minutes with appointment I booked, and then any extra walk in services I requested , she claimed that it's not available. When I got my little pup back, he was shaking so bad and was turning back to his tail licking it all the way home, I noticed they cut his skin and they didn't even tell me! My pup hair looked much better and less tangled before he goes for brushing. Do not recommend this location.

A pet salon brand in the heart of compassionate Canada that misses the mark on basic customer etiquette. It's baffling how a brand that boasts a large customer base can let arrogance dictate its customer service approach. Being left in the dark with a flagged account and no proper explanation? Waiting for a manager who conveniently has "left for the day"? That's not how customer relations should work. If they continue down this path, their reputation will surely suffer. They need to remember that a brand's strength is not just in numbers, but in how they treat every individual customer.

Came in the store to get a hamster + its room was gonna pick up the princess castle and the hamster ball but the staff kindly educated me about how much space they actually need (they need a lot btw, and at least 6 in of bedding and a lot of room to run around) and how hamster balls are painful for their back. They helped me pick more suitable enclosure + accessories for my hammy so it can be happy and healthy. shoutout to the staff for caring but minus one star to the buyers because why do u sell supplies that aren’t suitable for animals?

The store looks great, although not much products for cats. I asked one of the cashiers if they have a certain product in stock and he just pointed at something different without a word! I told him this is the bigger one and not the one I asked for and he said no. I checked the stocking online and asked another member for assistance and he took me where they had the product which was right next to the first staff! He didn’t even bother to look around or check with someone else before saying no! Definitely not coming back to this location

I love this pet store . The staff are so friendly and helpful. Christine ( the head manager ) always give the best service with her big smile. Michael ( Manger with long red hair) always give me the best advise for my cat. It looks I go to vet when I go to this location with knowledge staff which I don't remember all names but they are doing great job . I don't drive but prefer to go to shop in this store instead of online shopping because of helpful staff. Thank you guys . Great management and awesome staff.

An amazing place to find well stocked pet supplies. If you're into pet fish as a hobby, you'll find the latest and greatest brands here for all your needs. I find it a little cruel, and this isn't just isolated to Pet Smart, that they keep their betta fish in tiny little cups for days on end for display. I understand that they dont behave well with other fish, but it's cruel nonetheless. In addition, I'd take aquarium advice from the staff here with a grain of salt -- do your own research before buying.

The staff was very accommodating I had used the app and purchase halo cat food somehow I got the dog food and when I went to look back my app did say halo dog food along with cat litter... The packaging was similar and I just opened it. I called and told them my situation and the female service Rep told it was fine just bring in the bag and receipt for exchange. She made me feel better letting me know I wasn't the first person to do this. Went to store exchange and was very happy with their resolution.

Empress Walk is my local store and I cannot say enough nice things about a staff member named Rhys! Rhys always always has a smile and is genuinely friendly and helpful. Customer service has suffered a lot since 2020, but Rhys always makes time to help me, including looking at my account to help me be sure I'm purchasing the right items (one of my cats has digestive issues and I get all of his foods confused) Rhys is a rockstar and I really appreciate it!

I booked a grooming appointment for my dog here and realized I was going to show up late about 15 minutes before my appointment. I called ahead letting them know I would be late and they told me it was fine. However, when I showed up they informed me that they canceled the appointment because I was late. It would have been courteous of them to call me and let me know that they were canceling my appointment. That way I wouldn't have wasted my time

Have recently started going here recently for both my reptile and dog needs. Staff is pretty friendly and are always welcoming to my pup and give him lots of attention they are knowledgeable about their products and have helped me out with the basics of reptile care which I am new to. Got a free picture with Santa this year and that was also well run and the picture turned out nicely. Good layout and very spacious; and is pup approved

We were fortunate to have worked with Stephen for our dog's training, and it was a fantastic experience. Stephen’s extensive knowledge of canine conduct, customized techniques, and focus on positive reinforcement stood out. He also showed genuine care, mainly when we had to skip some sessions. Stephen is the perfect choice if you're searching for a talented and empathetic dog trainer!

We only have great things to say about our experience with both the beginner and intermediate puppy training classes at this location. Stephen tailored classes to the needs of the class and was flexible and adaptable with both teaching and scheduling. We really appreciated the socialization training and the opportunity to build on skills week to week. Definitely would recommend.

The options for birds are decent but I can see that it's a great place for those with cats and/or dogs. The prices are higher than buying from elsewhere like Walmart. But what to do? The employees are very friendly and make great suggestions when we ask them questions. I hope the management take care of their staff because they are great at their jobs.

Nice location and friendly staff. You can park in the GreenP across the street and when you show the cashier, they'll deduct 3$ for parking. I have thought about parking underground, but I noticed a sign by their inside exit, that pets are now allowed beyond that entrance. So you may not be able to park underground if you decide to bring your pet.

Recently went into this store to buy some supplies for my cats, and was not happy with one of the associates (He was tall with brown hair). He was very rude and didn’t know basic manners towards both employees and customers. The employees at checkout were nice, however the initial interaction really made me upset and not want to come back.

After the bath and brush service today, my dog got bad injury of his eyes and could not open it at all. I have tried to reach to someone to help in regards the concern through PetSmart website but no one has responded me yet. It’s definitely a terrible experience. It hurts me when I sent my dog to you with trust but return with bad injury.

They are racist to Persians who try and buy things and will delete reviews to save face. If ever you have a concern with them there's no point in doing anything because they will not follow up and will close your complaint just so that it looks like they did something for their paperwork. If they delete this review I won't be surprised.

I went in to get my dog bathed with Furminator. When I picked up my dog they forgot to do the service so they removed it from the few but still I signed up for it because my dog sheds a lot. Service was otherwise prompt and everyone was really nice. Shop portion is clean and neat and bright from all the windows

I took my small dog for nail clipping, unfortunately they hurt My dog. And when I saw my dog they apply some white powder for stop bleeding. He said to me it's NORMAL !!!! FOR YOUR CLUMSY WORKS YES IT IS NORMAL . I will never ever take my dog there for such poor service they are not professional at all.

The adoption centre is suck. They don’t know what they are doing. Different answers are provided depending who you are speaking with. I know it’s nothing to do with PetSmart, I just want people to see this review if they are going for the adoption centre. I also gave AVA Pet Rescue a 1 star as well.

Sue is AMAZING!!!! We have tried this location recently for our handsome chow,Teddy, and we are delighted with how Teddy looks. Sue took the time to listen to what I wanted for my little guy and she delivered every little detail. My boy looks great. I love his cut. Thank you very much Sue.

This post is for the grooming area. They are the worst! I have a silky terrier and they shave it at all. But this is not the worst part. After the grooming my dog have an infection in his pennies that I have to go to his vet. We will never go back. Hope my dog get in better soon.

It's my local Pet Smart and I'm always happy with the services and the assortment of food for my cat. Now during lockdown, pickup is really easy. Thank you for your great job and great thanks for the gift you gave us last week. Milly really likes her new friend …

Refused to let me buy fish lmao. The guy in the fish department is way too overdose. Wouldn’t even sell me a beta because I didn’t have a tank already set up with water. Went to another store and they sold me fish with enough water from their tanks to fill my new one.

I like how well it’s organized the store I mean, but I couldn’t stand seeing these lovely fishes in these bottles ., when they’re supposed to be in a tank., the bottles looked like it was condensed . Live fishes ain’t supposed to be in this small tight containers .

The staff is okay and very helpful when it comes to your pets. If you want to buy fish petsmart isn't for you. The fishes that I've bought are mostly sick. Some of the fishes have their tails nipped off and died the same day i bought them. Only the bettas are fine

Smaller Petsmart location but it has pretty much everything you need. In addition to the regular departments, there is also a grooming station and a cat adoption wall. This location also has a variety of events throughout the year. Staff is friendly and helpful.

Great staff. Doing dog training classes here and they are good. The staff is helpful. Only thing is the floors could be kept more clean. My dog keeps picking up dangerous things when we go like a comb clip, a glass stone (like the ones in a fish tank) etc.

Staff have been very friendly each time I've visited. Parking for curbside pickup is very limited and can get quite busy, but usually works out with some patience. I did notice that some items are priced higher in store than online so keep an eye out.

I've been here a few times, usually for fish and fish-related items. It's quite a big place and is usually quite empty when I come by, yet, it can be hard finding someone to assist you. Once you do, though, they are usually super cool and helpful!

Large, well stocked, well kept, clean, and the animals look like they're in good condition and have clean environments and some enrichment. The staff offered assistance immediately and it was spacious and not very busy. The cats are rescue

Good selection and good prices. However, one must really carefully watch the prices that sale items ring up as. In my experience they almost never come up as correct - coming up as the non-sale price. Even when the promotion is for a month

I had a mixed user experience at pet smart today. I experienced kind customer Service when I was asking about product offers and how they work. However , at the check out counter , the employee just didn’t seem accommodating or kind to me

Provide telephone couldn't get through, the way let me very uncomfortable, when I gave the pick-up number does not tell how long will I have to wait, outside is very cold, I waited for a long time did not make the goods. A female staff

They cut the ears of my sister's new puppy. Both his ears are bleeding quite badly. The person grooming clearly didn't know what they were doing. My sister called a manager and they said "well you signed a waiver so we're not liable".

First time I went there for my dog to get grooming. I paid $90 for grooming including the ear cleaning and tooth brush. But guess what? When I look my dogs ears it still dirty like they didn’t touch or clean. $90 is a lot!!

Convenient shops near the subway ttc, just a minute to yonge street , nice associates, would love it if they still have the groomers for the cat's, a bit higher prices of products compared to some other shops

Great people. Wide range of foods and toys and gear for cats and dogs, Lots of different types of fish and usually some smaller mammals for sale. Staff are very knowledgeable and care about people's pets.

It was extremely bright, not busy at all. The staff was very helpful, and willing to assist us. A great variety of everything, and the quality I find is really worth the cost. It's wheelchair accessible.

Large selection of most pet products. Store is laid out well. This is my go-to store for all my pet needs. Staff is friendly and knowledgeable. Thank you for always making my visits pleasant ones.

The prices are very high, i saw the employee talking to an old guy in a very rude manner. In fish tanks there were 3 dead fish after me notifying that to the employees they were like mhmm yeah.

Customer Service Representatives and cashiers are friendly and helpful but not intrusive - you can browse without being hounded which is the exact atmosphere I would love to see at all stores.

I always go there to buy crickets for my little dragon, the staff are always friendly, and they have good crickets. Parking is a bit of a struggle but try the parking lot on the side street.

Great service! People are helpful and friendly. Prices seem a bit high at times for guinea pig shelters but other than that I really liked the selection overall. Great job guys.

Amazing animals. Friendly staff, they have cats ready to be adopted, have a room for dog services and have a little machine that you can laser words on your dog's name tag

Helpful staff and a great variety for my pups needs! If you park with green P they reimburse you with your purchase! They seem to have lots for small animals and fish too!

I did the puppy training at this location with Stephen and it was fantastic!! My puppy learned a lot and the trainer was very knowledgable even for my stubborn puppy :)

I always love coming here to see the friendly animals! I have bought a glofish betta here, but he did pass shortly after. I get many of my dog's pet supplies here!

I love this store so much! What a wonderfully friendly staff, a big store, and an excellent variety of treats for my spoiled cat. Thank you for being so awesome!

Lately, the store has been missing my cat favorite dry food. Update: I've notice that the store is back to normal stocking levels. My cat is happy again.

Great location with convenient operational hours. I just wish there were more cat food options available and in stock. Staff are always friendly.

I always get my good girl a bone from pet smart. A cow femur that's the size of her was the latest purchase and needless to say she loved it.

Good selection and good location, although best parking is paid and across the street. Typically has most mainline inventory in stock.

Awful conditions, please shop ethical pet stores and breeders. Do not buy from here. At least buy your pet food off amazon.

Nice place to go for fun. Lots of cute pets such as birds, fishes, cats, hamsters, etc. Enjoyed a lot visiting there.

Picked up my cat food from here, amazing staff! They even wrote down cute notes for me and my . …

Amazing customer service. The lady and the store manager helping me were so nice. Great experience.

We got few stuff for our doggo, he alwalys love it. It is pretty large, tidy and clean always.

All the girls and guys, are fantastic there. Always helpful and the best fish around

Great selection of special diet foods for cats and the staff are always pleasant.

Friendly and patient staff Dog training service is provided here. …

I always get the information I request about the products I intend to buy.

The staff are always helpful, friendly, knowledgeable, and understanding.

Very friendly staff, always a pleasure to buy my cat food here.

big store, super kind staff, I bought two dolls for my dogs❤️

Their always out of parrot vitamin in liquid form

Lots of interesting things to find for my puppy!

It’s a small pets smart but it’s helpful

Very clean and more convenient

A lot of stuff, kindly staff.

David was a great cashier! :)

Mila always gets a treat!