Complaint Review: PETSMART GROOMING

On Monday 09/17/12 around 7pm I made a grooming appointment for my 2 dogs. Manhattan (Yorkshire Terrier) and China (ShihTzu) The appointment was for Tuesday 09/18/12 at 10am. I arrived on time and underwent intake for the appointment. I was advised that I would receive a call within 4 hours of the time in which I dropped my pets off. I felt comfortable with this groomer because this is a groomer  I have used many times in the past. I received a call at 11:41  from (PETSMART) stating that Manhattan was injured and was being taken to Banfield Animal Hospital in Watchung NJ.

I asked what happened, and was advised that my pet had been NICKED, the caller stated that he was fine, however when such incidents happen they need to have the pet seen by a vet. I was provided the # for the vet to obtain the address. I proceeded to drive to the animal hospital. I called the vet to obtain the address:I shortly after received a call from another PetSmart employee at 12:15 from a Petsmart Manager stating that my pet had to have surgery and had to be administered Anesthesia. I advised that I was on my way to the hospital.

When I arrived at the Banfied Animal Hospital I was advised by the Petsmart Manager that my dog had just received anesthesia and that she was UNAWARE as to exactly what happened, and it was probably the result of a clipper or sissors and the cut was deep and would not stop bleeding in the web of the back leg. She stated that I would not have to pay for medical bills, or the partically finished grooming. The vet later came out and introduced himself and stated that Manhattan was administered Anesethia and the surgical procedure would take about 30 min then a few hours to recover thereafter.

I was advised that he would have inner/outer stitches and the outer stitches would have to be removed after 2 weeks. He indicated that Manhattan would require follow up care, medication, and a head cone to avoid irritating the stitches. The vet advised that I can return around 5pm to pick up Manhattan. The grooming manager then called the Union location spoke with Janese another Petsmart Manager and made her aware of what the outcome was. I left the animal hospital to pick up my 2nd dog China who was ready. I spoke with the Grooming Salon Mgr. Janese and was advised that I can bring Manhattan back to have his partial grooming completed by her at no charge.

She did NOT go into details as to the nature of the accident. At 3:51 I received a call from Banfield Pet Hospital stating that Manhattan was ready. When I arrived to pick him up I spoke with the vet who advised that my dog required inner/outer stitches, was sent home with a cone, and antibiotics. I was also advised to come in for a follow up visit and to have the stitches removed on Tuesday Oct. 2, 2012 at 9am.  I called the Union Petsmart to request an incident report however she was gone for the day.

I also called the Petsmart corporate office 1-623-580-6100 spoke with Sonny to file a corporate complaint with the chain. I was informed that my complaint couldnt be addressed now and would take 3-5 business days for a call back.  09/19/12 1:10pm Called Grooming manager and was advised that she is not at liberty to disclose information on the incident that lead to Manhattans accident.09/19/12 4:00 pm My yorkie is not eating, and is constantly vomiting. He is inactive, and I as a result have to take him BACK to the vet for further medical attention. I am so UNHAPPY at the treatment or in this case LACK THERE OF from PetSmart.