Pet Supplies Plus Franconia

Subject: Poor Care and Lack of Communication Regarding My Dog’s Stay at PetSmart Hotel I checked my dog, Polo, into the PetSmart Hotel on December 22 and called on December 26 at 7 p.m. to check on him, as my flight was delayed. I spoke with an employee named Gi-Gi, who refused to provide her full name. When I asked about Polo’s condition, she told me he hadn’t eaten all day and ran out of food on Christmas Day. I was never notified that my dog had run out of food, despite it being a brand new bag. Gi-Gi was unable to provide an explanation and could not offer any answers when I asked why they didn’t you give Polo the brand of food I provided since ideally it’s a Petsmart! Go get it off the shelf! She also claimed no manager was available when I requested to speak with one. I was informed that the staff typically pours out leftover food, which is unacceptable when it’s food I’ve specifically provided for my dog. When I arrived to pick up Polo, it took 20 minutes for them to bring him to me. There was no wait! I asked a staff member, a young man with glasses, about the checkout protocol, as I knew it shouldn’t take that long. Upon receiving Polo, I noticed his paws were yellow. When I asked why this was the case, the staff member couldn’t provide an explanation, which raised concerns about whether Polo was mistreated during his stay. Was he walking and standing in his own urine? Was he properly exercised or played with? The next day, Polo was unwell, experiencing loose stools all over my floor. On December 27, I called multiple times to speak with a manager about Polo’s condition, but I was told no manager was available or that the staff member I spoke with was the “manager”. Eventually, I got in touch with Arden, who finally informed me that Polo had developed diarrhea on the morning of December 26. Yet again, I was not contacted about this issue. It is clear to me that Polo was not properly cared for during his stay. His yellow paws, lack of food, and subsequent illness all suggest that he was neglected, and I feel that he was poisoned by whatever was done (or not done) while in their care. As of December 30, he is still unwell. I have contacted the corporate office but have yet to receive a response. I’m waiting to hear back from his vet for test results. Stay away from here!! I strongly advise against using this facility. My experience was highly distressing, and my dog’s well-being was clearly not a priority during his stay. Below is a few pictures I know it’s disgusting but visuals are always key to any situation when seeking answers???

I am deeply disappointed with my recent experience at PetSmart’s dog hotel Potomac Yard near the airport. This was not my first issue with this location. On my initial visit, I was told my dog had already been checked out, causing unnecessary stress before they finally realized it was a mistake. Despite my concerns, I gave them another chance because of the convenience. I booked a standard suite with playtime and a bath, but the service was riddled with miscommunication. Upon landing, I received a voicemail about my dog’s belongings, warning me that they often mix up pet items. I immediately tried to call back but couldn’t reach anyone, even on Thanksgiving. When I finally spoke with someone two days later, I confirmed my dog’s bag, which contained his special food that he needs due to dietary restrictions. The situation worsened when I received a missed call notifying me that my dog’s grooming appointment was canceled because they thought he wasn’t present—despite him being checked into their hotel. When I arrived for pickup, they initially handed me the wrong bag. I never received the picture of my dog that was supposed to be part of the package. After waiting 15 minutes, they finally brought out my dog. The manager assured me he had been eating his food, but I was skeptical. What upset me most was discovering that my dog had feces matted into his fur, indicating he hadn’t been properly cared for. He smelled awful, and I had to give him a thorough bath at home. He also appeared lethargic and refused to eat, which convinced me he hadn’t been fed his proper food. Only after a bath and rest did he return to his usual self. I’ve used PetSmart’s grooming and hotel services in Southfield, Michigan, for years and never had any issues. My dog always enjoyed his stays there. Unfortunately, this location is nowhere near that standard. I sincerely hope management addresses these concerns and improves their care protocols. My dog is part of my family, and this experience was both heartbreaking and unacceptable.

I was in this store recently shopping for my new kitten. I absolutely despise being followed around the store. As the owner of High Alert Emergency Preparedness, LLC, I make enough money to buy whatever I need for my fur babies. I'll give Chewy my business from now on. Order, pay, and it's shipped. No miss, no, fuss, and no stalking employees.