We analyzed 1 223 reviews and found out that PetSmart’s services make their customers furious

Dog grooming, shaving, grooming, dog, white, fur
Caption of a dog being groomed.
Photo: PxHere

The American retail chain PetSmart offers pet supplies and services such as dog grooming and dog training. Even though they believe that pets make us better people, it seems as their customers think the opposite about them.

Why do we say this?

The topic “grooming service” occurred in 34% of the reviews. It has an average grade of 1,62 / 5, which is lower than the overall average grade of 1,80 / 5 for the project. Some customers claimed that the groomers didn’t seem to be qualified or experienced, judging from the results. It was also mentioned that some dogs had been treated poorly by the staff.

The topic “manager attitude” has an average grade of 1,12 / 5 and occurred in 22% of the reviews. It seems that managers had been aggressive towards employees and customers. Some customers also complained that managers had been making up lies about them, saying they were being rude and problematic when they were dissatisfied with the service.

The topic “notifying customers” occurred in 33% of the reviews and has an average grade of 1,10 / 5. When some boarded their pets, they mentioned that they were not receiving any updates. It seems that no one called them to notify them about their pet’s well-being. This caused them to worry and not trust the service they had paid for.

Caption of the topic “notifying customers” from the dashboard of this analysis.

Conclusion and suggestions

PetSmart might need to look into their recruitment and the standards they have, regarding potential employees. It could be that they can create some sort of test. For instance, where a groomer will be able to show their skills when it comes to dog care. They could also organize grooming and dog training courses on a regular basis. This is so that the staff can be up to date when it comes to their knowledge.

They could also try to improve their customer care in general. It may be beneficial if they have a more structured system. This way, they’re able to notify pet owners immediately if something happens. They may also need some kind of trainee program, to learn how to handle customers in a more professional way.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on ConsumerAffairs.

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

Book a demo to find out more!