Your Chloe is still a cutie pie...but I can understand you anger. I had a simular thing happen to my Chloe , it wasn't a petsmart....it was at her normal grooming shop , but with a new groomer. I thought I made myself crystal clear ...but I returned to find Chloe with all the hair between her eyes shaved and her top knot all but gone
I was so angry ! She looked like a crazed little lion
As for Petsmart....I used them some. I have had both good and bad experences with them. One I went to was horrid , and the other was actually OK.
I had to take Sydney to Petsmart because she went
CRAZY when at any other groomer , even our vet's grooming shop , to the point they wouldn't groom her unless she was sedated!( which we wouldn't do)
But she was perfectly OK and calm at petsmart
so since we usually just had her shaved anyway ( she's not a yorkie ) they really couldn't screw up much on her...but I will be shaving her myself ( atleast I will try) so we can avoid petsmart for her.