Petsense by Tractor Supply

Thank you Jackie for doing an amazing job on our dog!! We will definitely be back!!

Whoever the new guy is(first time I’ve seen him. Skinny, glasses, kinda has a beard) really came checking on me as if I were stealing. They didn’t have the spray that I needed so I was squatting down reading bottles trying to find an alternative. He came around the corner like he was expecting me to be robbing them. Was completely obvious about it too. Like sir, if it’s suspicious to be near the ground reading labels, don’t have a bottom shelf. 🙄 Liked this place before that encounter, totally made me feel unwelcome with his off-vibe.

BEWARE of the “Buy 7 of the same qualifying grooming service (Full Groom, Bath & Trim, or Bath & Brush)” promotion. I’m not sure if I’m the only one experiencing this issue, but the way Petsense handles this promo is extremely unprofessional and misleading. I would have given no stars, but my dog has a wonderful groomer there — we LOVE Jacklyn — and the last customer support representative I spoke with, Georgia, was extremely helpful. Petsense advertises “Buy 7 of the same qualifying grooming service.” I have been taking my dog consistently throughout 2023–2024 and have been part of their reward program. We’ve completed plenty of full baths and haircuts, yet every time I went to the register, I was told there was no coupon or that I needed one more grooming session. Back in September, I called customer service. They confirmed I qualified for the free bath, contacted the store, and stated it would be honored at my next visit. My dog had her full bath again today, and the two managers told me they had no information or email from anyone regarding my free bath. They have seen me and my dog multiple times, I have receipts, and I have booked all appointments properly — yet they still refused to honor it. These two male managers did not speak or act professionally. One gave me attitude; both seemed more interested in putting items away than helping resolve the issue. They simply checked the email, said “nothing was there,” and made no effort to problem-solve or contact customer service. One manager also told me that even if they found an email confirming my free bath, it would only be applied at the old $80 rate — even though I actually pay $100, and the current price has increased to $130, which I paid that day. So are customers now expected to cover the price difference when the business changes its rates? I have never seen a promotion work this way. This feels unfair, inconsistent, and not aligned with standard business practices. After paying out of pocket again, I called customer support. The first rep I reached, Kristina, was extremely unhelpful. She did not listen, did not review my account, and repeatedly said she was unfamiliar with Petsense’s own advertised promotion. She kept reading irrelevant rewards (like self-wash credits), despite me explaining multiple times that my concern was the “Buy 7” grooming promo. She insisted she needed a reference number from my September call but didn’t attempt to look up my account or ask clarifying questions. Her only response was, “No reference number — I have to restart.” I was completely fine with that and fully understanding. But it was obvious she had no intention of helping, so I ended the call because it was going absolutely nowhere. I called back immediately and thankfully reached Georgia. She listened, reviewed my account thoroughly, located the September call, and confirmed I should be receiving the free bath based on the number of services recorded. She attempted to contact the store, but they did not answer. Seeing how long this issue had dragged on and recognizing the mistake, she issued me a $125 gift card to Tractor Supply/Petsense. She was the only person who acted professionally, apologized, and actually tried to resolve the problem. OVERALL: The issue is not resolved. Do not advertise a promotion that your store managers cannot uphold. Customers should not be sent back and forth between the store and customer service, especially when managers appear unaware of the policy and make no effort to contact customer support on their end. This was the worst customer service experience I’ve had with grooming services. Thank you to Jacklyn for being an amazing groomer, and thank you to Georgia for actually listening and helping. Because of the misleading promotion and complete lack of accountability from the store managers, we do not plan on returning to Petsense.

I’d pick this lovely little shop over the pets mart we have here in Fayetteville. Sulky was a huge help in finding my cat a cone! I couldn’t decide on which one to get and assured me to keep the receipt and I could try both and keep the one I’m happier with! Such a lovely man and his customer service is 10/10!! Give this man a raise! I’ll start making the drive from spring lake when I need anything for my pets, who I love very much!

⭐️⭐️⭐️⭐️⭐️ | Jackie in the grooming salon was just amazing — she exceeded all of our expectations with our goldendoodle’s spa day! I appreciated that she took the time to get on his level, meet us, ask me my cut preferences, and provide suggestions while setting expectations. Scheduling his appointment was easy and we were grateful for an opening that week. Thank you again for taking such great care of Bill! We cannot recommend Petsense’s grooming salon enough and are already looking forward to taking him back!