Olivia B.

I took my dog to be groomed at a petsmart location yesterday. We have been going to this location for almost three years now. When I received a call that my dog was ready to be picked up I was able to get to the location about ten minutes later. Terrifyingly, when I walked in and told them what dog I was there to pick up they informed me that someone else had picked my dog, when I am the only one authorized to do so. They did not know who took my beloved dog and the groomers were very unwilling to call other pet parents that could have possibly picked her up "on accident'' (their words), not sure how someone takes the wrong dog. The manager offered to check the security cameras and was the only one who was willing to aid in resolving this situation only after I had started becoming extremely distressed due to the lack of knowledge that the groomers had about where my dog was or who even had my dog. I asked the groomers if they had verified my name, phone number, or my dog's name when this said person picked her up and they responded with "uh no". This is completely unacceptable as no one knew where my dog was or who took my dog for over an hour. When we had found out that my dog had accidentally been picked up by the incorrect owner whose dog was still at the grooming salon, the groomers brushed off the situation and said "oops". My dog is a registered emotional support animal, if she had been taken and not returned this situation would have caused catastrophic damage to my personal life let alone just the event being traumatic for both me and my dog. When my dog was finally returned to me she was under a lot of duress due to being taken by complete strangers and will likely not do well being dropped off at groomers anymore. I will be calling the corporate office as they need to rectify this situation and also need to be aware of this location's negligence and lack of care for my dog. We will NOT be shopping at petsmart any longer. This is unacceptable; we expect those that provide services to our pets are following guidelines, practices, and procedures.