Staff all seem super friendly and helpful. Fun, interactive, events inside the store, and out in the parking lot every so often that are always welcoming. Only downside is the pricing on things being significantly higher than others. Most notable in my experience is the self-serve dog wash station having gone up about 50% in the last couple years. Was closer to $10, but is now around $15. It's nice that after a few washes (four) you get a free wash, but it's still a big jump, percentage wise. Definitely a place that works out if you have higher income, but for people with stretched thin finances you'll have to bank on sales, promotions, and other events, to spoil your pet(s). Again, staff and engagement are great though.
Dan L
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January 25, 2026
I have been a regular customer at this location for a long time and come in almost weekly with my German Shepherd, Fisher, to buy food and supplies. Unfortunately, today’s experience was another example of an ongoing pattern of rude and dismissive behavior from certain staff members.
When we entered the store today, there was a cat sitting on top of the water station. The cat became startled by our presence and jumped, knocking over the water bottle and the water dish. Fisher never touched the station or the bowl at any point. Despite this, the CSR working at the time, Autumn, blamed me and my dog for the spill. The situation was handled rudely and unfairly, with no attempt to acknowledge what actually happened or listen to me when I explained it.
This is not the first negative experience I have had here. On a previous visit, I attempted to return a bag of dog food that had clearly gone sour well before it reasonably should have. The CSR who handled that return was Jordan, who was also working in the store this evening. That interaction turned what should have been a simple return into a stressful and frustrating experience, leaving me feeling blamed rather than helped.
Another prior visit involved purchasing a product intended as a supplement to my dog’s diet. Without asking any questions, staff immediately assumed I was using it as her primary food source and proceeded to ridicule me in the store. These repeated assumptions and condescending interactions are unacceptable.
What makes this more disappointing is that there are employees at this location who are genuinely great. I have been helped in the past by staff who clearly care about animals and treat customers with respect. Unfortunately, repeated negative experiences with others have made shopping here increasingly uncomfortable.
There seems to be an attitude among certain employees that working at a pet store automatically gives them superior knowledge over pet owners. That mindset, combined with condescension and a tendency to assign blame rather than assess a situation fairly, is not acceptable customer service.
I am leaving this review so management understands that this is not an isolated incident or a one time bad day. Loyal customers should not be made to feel embarrassed, blamed, or talked down to. I strongly encourage management to take a serious look at staff training, professionalism, and how customers are treated at this location.
Update: After submitting a written customer service complaint detailing multiple incidents, I received an email from the store stating that I am permanently banned from shopping at this location. No explanation was provided beyond internal policy language. Head office has not yet provided a substantive response.
Ryan Mac
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November 07, 2025
Great store! Friendly and helpful staff. Always have what we need for our dog in stock.
Victoria Ritchie
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February 17, 2026
Excellent customer service! The staff were so friendly and helpful!
Yemi kon
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December 26, 2025
Great for pet food (raw, kibble, others) and supplies, friendly staff
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3185 Cliffe Ave, Courtenay, BC V9N 2L9, Canada
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Staff all seem super friendly and helpful. Fun, interactive, events inside the store, and out in the parking lot every so often that are always welcoming. Only downside is the pricing on things being significantly higher than others. Most notable in my experience is the self-serve dog wash station having gone up about 50% in the last couple years. Was closer to $10, but is now around $15. It's nice that after a few washes (four) you get a free wash, but it's still a big jump, percentage wise. Definitely a place that works out if you have higher income, but for people with stretched thin finances you'll have to bank on sales, promotions, and other events, to spoil your pet(s). Again, staff and engagement are great though.
I have been a regular customer at this location for a long time and come in almost weekly with my German Shepherd, Fisher, to buy food and supplies. Unfortunately, today’s experience was another example of an ongoing pattern of rude and dismissive behavior from certain staff members. When we entered the store today, there was a cat sitting on top of the water station. The cat became startled by our presence and jumped, knocking over the water bottle and the water dish. Fisher never touched the station or the bowl at any point. Despite this, the CSR working at the time, Autumn, blamed me and my dog for the spill. The situation was handled rudely and unfairly, with no attempt to acknowledge what actually happened or listen to me when I explained it. This is not the first negative experience I have had here. On a previous visit, I attempted to return a bag of dog food that had clearly gone sour well before it reasonably should have. The CSR who handled that return was Jordan, who was also working in the store this evening. That interaction turned what should have been a simple return into a stressful and frustrating experience, leaving me feeling blamed rather than helped. Another prior visit involved purchasing a product intended as a supplement to my dog’s diet. Without asking any questions, staff immediately assumed I was using it as her primary food source and proceeded to ridicule me in the store. These repeated assumptions and condescending interactions are unacceptable. What makes this more disappointing is that there are employees at this location who are genuinely great. I have been helped in the past by staff who clearly care about animals and treat customers with respect. Unfortunately, repeated negative experiences with others have made shopping here increasingly uncomfortable. There seems to be an attitude among certain employees that working at a pet store automatically gives them superior knowledge over pet owners. That mindset, combined with condescension and a tendency to assign blame rather than assess a situation fairly, is not acceptable customer service. I am leaving this review so management understands that this is not an isolated incident or a one time bad day. Loyal customers should not be made to feel embarrassed, blamed, or talked down to. I strongly encourage management to take a serious look at staff training, professionalism, and how customers are treated at this location. Update: After submitting a written customer service complaint detailing multiple incidents, I received an email from the store stating that I am permanently banned from shopping at this location. No explanation was provided beyond internal policy language. Head office has not yet provided a substantive response.
Great store! Friendly and helpful staff. Always have what we need for our dog in stock.
Excellent customer service! The staff were so friendly and helpful!
Great for pet food (raw, kibble, others) and supplies, friendly staff