I recently made an appointment for my dog, who has terminal cancer. This was his second appointment in 2 months. The first time I was satisfied, even though the grooming was not quite up to the standards to which I am accustomed. The second time was a disaster. When I made the appointment, I told the girl that I needed to stay while he was being groomed, as he was in some pain, and I did not want him to sit /wait in a kennel. The appointment was at 4:00. I sat outside on a bench. At 5:00 I went back in (since the previous appointment has taken about an hour), and I was told that he had not been groomed, and was in the back (in a kennel). When I became upset at this, the young woman who seemed to be in charge looked at the appointment book and told me that I did not specify ""express"". Well, I was not aware of the terminology that they use, and I felt that the girl taking the appointment should have asked if I wanted ""express"" when I said I would be waiting since the dog was in pain. I then asked them to bring my dog out to me. He had been shampooed, but was still wet, and shivering. It was time for his medication, so I said I had to leave. The ""manager"" was called. As I explained my situation, I was constantly interrupted by the woman in charge of grooming, blaming me for not saying the ""magic"" word: EXPRESS! The manager had nothing to say about the situation, so I just left and did not pay for the shampoo. I have 2 pets and shop regularly at PetSmart, $100 or more a month. I will take my business elsewhere.