"we love pets and their well-being while in our care is a responsibility we take very seriously. we were deeply saddened to learn of the very unfortunate passing of these pets. it is important to note, however, that these incidents are entirely separate and unrelated, each one with a unique set of circumstances.
the loss of a pet is devastating for the pet parent and family and that’s why we extensively investigate any incident and work with the pet parents to understand exactly what happened. in each situation, based on interviews conducted, review of timeline and service records, our associates followed our rigorous practices. unfortunately, the pet parents have refused our requests to view their pets’ necropsy (autopsy) reports which would help verify the circumstances and potentially reveal any pre-existing or age-related conditions that may have been a factor.
petsmart has set the highest grooming safety standards in the industry and our stylists complete 800 or more hours of hands-on instruction and safety certification, working with at least 200 dogs of all breeds and sizes to ensure a safe, enjoyable experience for pets. in addition, all stylists complete annual safety re-certification and participate in quarterly grooming safety training sessions.
we continue to work in good faith with mrs. dinapoli. on january 5, 2018, a senior representative from petsmart spoke with her and shared every detail of our investigation as well as a timeline of the events. as we explained to mrs. dinapoli, we can’t fully evaluate all potential factors involved in scruffles’ death because the dinapolis have not provided us with the necropsy results.”
petsmart’s enhanced grooming safety standards and pet intake procedures are outlined at https://www.petsmart.com/groominglearnmore.html, along with the details of training that petsmart groomers receive, an overview of petsmart's grooming academy, a video tour of a grooming salon and a behind-the-scenes video of its grooming curriculum.
please find petsmart’s recommended grooming tips for pet parents here: https://www.petsmart.com/pet-services/grooming/#page_name=flyout&link_section=&link_name=grooming_salon&template_type=services