iHow the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 64%94+59.7Reliability 28%96+27.1Replies to reviews 8%94+7.7Experts Score= 95Not enough data for value; its weight is shared by the others.Grade A: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.95SCORE
AGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#3 of 29 aquarium setup servicesiPosition by Experts Score among all companies we track in this category. · better than 93%
4.9★★★★★3,653 Google reviews · 24 photos
94%five-star reviews
4.95★last 12 monthsiAverage stars on reviews from the last 12 months only.
0.3%1–2★ in 2 yearsiShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
Google reviewers rate Pet Supplies Plus Brighton 4.9 out of 5, with the owner responding to 93% of feedback. Customers frequently cite friendly, knowledgeable staff who assist with product selection and pet care education, alongside competitive pricing and a clean, well-stocked environment. Recurring criticisms involve online order fulfillment issues, such as last-minute cancellations or incorrect deliveries, and instances where employees were perceived as unhelpful or rude during in-store exchanges or emergency situations.
Google rating: 4.9 out of 5 from 3,653 reviews (94% five-star).
Reviews on this page: 3,653 Google reviews (2,189 with written comments, 149 with photos).
Owner responses: the business replied to 93% of reviews.
Most recent review: October 30, 2026.
Service: Aquarium Setup Service serving Rochester, New York.
Data from Google, last updated November 3, 2026.
Score profile vs other aquarium setup services
Score per factor (100 = best)iEach factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: momentum and reliability; weakest: replies to reviews.
Pet Supplies Plus BrightonAquarium Setup Services median0 = centre, 100 = best
SatisfactioniSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Pet Supplies Plus Brighton: 94/100 on this factor. Category median: 81.A
94
ReliabilityiReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Pet Supplies Plus Brighton: 96/100 on this factor. Category median: 74.A
96
Craft & serviceiCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Not enough reviews for this factor yet. Category median: 62.–
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ValueiValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Not enough reviews for this factor yet. Category median: 100.–
–
MomentumiMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Pet Supplies Plus Brighton: 100/100 on this factor. Category median: 100.A
100
Replies to reviewsiReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Pet Supplies Plus Brighton: 94/100 on this factor. Category median: 38.A
94
Bar = this company · dark tick = category median.
Star ratings
3,653 Google reviews we collected
4.9of 5
5 stars3,42994%
4 stars1614%
3 stars281%
2 stars90%
1 star261%
Praise vs complaints
Phrases our text analysis found in 2,189 written reviews
98%praise
Praise1,54098%
Complaints312%
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude1,08969%
Quality & results18312%
Price & value1419%
Would recommend865%
Speed & response433%
Honesty & trust201%
Communication91%
What customers talk about
We read 2,189 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“…sed u guys have treat my new puppy like he is lars and I remember how kind u were to my rabbit .…”
“Terrible customer service, rude employees, and no understanding of how their own system works.”
“Great service, absolutely love the dog washes here and the kind staff!”
“Amazingly nice in-store staff, but incompetent business practices and terrible corporate policy.”
“Great staff, treats for dog, and fair prices plus coupons.”
“WAY overpriced!”
“My go-to for science diet canned food for my kitties.”
“If I could break down my rating I would give the great staff five stars and the merchandise one star.”
“Alyssa greeted with a smile that made me smile and Ash was quick to assist with helping us find what we needed and some education on the care if our puppy.”
“It’s clear that she genuinely cares about both customers and their pets.”
“The person working lied when they answered the phone saying they had called me the day before.”
“She walked me through all of the possible options and was very kind and welcoming.”
praise complaint · found by our text analysis, Google review wording unchanged.
Recent reviews
VVannaLocal Guide · 31 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 days ago★★★★★
I've been to this location since they open and now I live down the street I have to brag about loyalty we get from the ppl that work there Patrick has been with since day one they new lars my rabbit now that lar has passed u guys have treat my new puppy like he is lars and I remember how kind u were to my rabbit .…
DDre'Local Guide · 37 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · Edited 2 weeks ago★★★★★
Alyssa and Ash were very pleasant to work. Alyssa greeted with a smile that made me smile and Ash was quick to assist with helping us find what we needed and some education on the care if our puppy. I'll be back for sure. My new home store! Always a good time and deal here.
Vveronica1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 4 weeks ago★
I went in for an adoption event and at one point, had to use the restroom in a panic as a woman in pain. Two of the ladies that worked there refused to let me use it (even though I was already buying something) even though I was in tears from the pain. I had to go down the road and miss part of the event. I like pet…
ZZoë1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★★★
This store is exceptional! Great prices, great products, and one time my car got hit in their parking lot and they recorded it, alerted me, and stuck by me through the whole accident process. Very kind and helpful staff!
JJosipLocal Guide · 9 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 months ago★
Imagine a 1 to 1 exchange, same brand, same size, same price, just grabbed the wrong flavor of your dogs food because they have multiple flavors stacked in the same pile. Should be a straightforward exchange, would be anywhere else, except here you're going to get fleeced out of any points you used. Terrible…
TTanya1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 months ago★★★★★
Came in today to try a new food option for my pet and spoke with Hope and she was very helpful! She walked me through all of the possible options and was very kind and welcoming. Thank you Hope keep up the great work!
I've been to this location since they open and now I live down the street I have to brag about loyalty we get from the ppl that work there Patrick has been with since day one they new lars my rabbit now that lar has passed u guys have treat my new puppy like he is lars and I remember how kind u were to my rabbit . I'm happy to bring flex in and let pat get to know him . U guys are great and Patrick is staple of pet supplies since they open hard working and nothing but kindness and uniting with others
Response from the owner · 2 days ago
Hi Vanna, it's fantastic to hear that Patrick and our team have made such a positive impact on your visits! We're thrilled to welcome Flex and continue the tradition of care and kindness. Thanks for being a loyal neighbor!
D
Dre'Local Guide · 37 reviewsiTotal number of Google reviews Dre' has written across all businesses on Google Maps, not just this one.
Alyssa and Ash were very pleasant to work. Alyssa greeted with a smile that made me smile and Ash was quick to assist with helping us find what we needed and some education on the care if our puppy. I'll be back for sure. My new home store! Always a good time and deal here.
Response from the owner · a year ago
Thanks, Dre'! We're so happy to hear that Alyssa and Ash made your visit a pawsitive experience. It's fantastic to know they helped you with your puppy care needs. We can't wait to welcome you back to your new home store!
V
veronica walker1 reviewiTotal number of Google reviews veronica has written across all businesses on Google Maps, not just this one.
I went in for an adoption event and at one point, had to use the restroom in a panic as a woman in pain. Two of the ladies that worked there refused to let me use it (even though I was already buying something) even though I was in tears from the pain. I had to go down the road and miss part of the event. I like pet stores that respect their customers and respect women, so I think Ill be skipping this very messy place from now on.
Response from the owner · 3 weeks ago
Hi Veronica, we’re concerned to hear about the experience you had during your visit. We appreciate you bringing it to our attention. Please contact us at 585-242-0808 so we can discuss this further and better understand what happened. Thank you for sharing your feedback.
J
James BrooksLocal Guide · 29 reviewsiTotal number of Google reviews James has written across all businesses on Google Maps, not just this one.
Amazingly nice in-store staff, but incompetent business practices and terrible corporate policy.
Two of my dog food orders have been canceled at the last second due to low stock. These are autoship orders, timed so a new bag arrives within 1 to 2 days of my dog running out. When they get canceled, I'm left scrambling.
A separate order was delivered with the wrong product. Their fix was to have me bring the wrong item back to the store, swap it for the correct one, and take 15% off. That works out to $3 to $5, in exchange for taking time out of my day to drive to the store to fix their mistake.
I'm not being unreasonable. I already called to complain about the canceled orders, and nothing changed. No amount of "we're sorry, please call us" PR language undoes consistent incompetence followed by a lackluster effort to make it right.
Please do not reply telling me to call you, and do not tell me you "aim to improve your practices." Those are hollow words meant to look buttoned up, not actual change.
For anyone reading this: I promise you that as if September 2026, you CANNOT depend on the Brighton store for autoship orders.
Response from the owner · a month ago
Hi James, we're sorry to hear about the issues with your orders and the inconvenience it caused. We will be addressing this with our team immediately to ensure improvements in service in the future. In the meantime, please reach out to us at 585-242-0808 so we can work on turning things around for you. We hope to connect with you soon.
Z
Zoë Miles1 reviewiTotal number of Google reviews Zoë has written across all businesses on Google Maps, not just this one.
This store is exceptional! Great prices, great products, and one time my car got hit in their parking lot and they recorded it, alerted me, and stuck by me through the whole accident process. Very kind and helpful staff!
Response from the owner · a month ago
Hi Zoë, it's fantastic to hear that our team could support you during your visit! We're all about great products and even greater service. Thanks for being part of our pet-loving community!
J
Janine RellaLocal Guide · 41 reviewsiTotal number of Google reviews Janine has written across all businesses on Google Maps, not just this one.
Imagine a 1 to 1 exchange, same brand, same size, same price, just grabbed the wrong flavor of your dogs food because they have multiple flavors stacked in the same pile. Should be a straightforward exchange, would be anywhere else, except here you're going to get fleeced out of any points you used. Terrible customer service, rude employees, and no understanding of how their own system works. Please go to literally any other location, nothing but great experiences in other locations.
Response from the owner · 2 months ago
Hi Josip, we appreciate your feedback and are sorry for the inconvenience you faced. We aim to improve our service and would like to hear more about your experience. Please contact us at 585-242-0808. We hope to hear from you.
J
Jerri LupianiLocal Guide · 170 reviewsiTotal number of Google reviews Jerri has written across all businesses on Google Maps, not just this one.
Came in today to try a new food option for my pet and spoke with Hope and she was very helpful! She walked me through all of the possible options and was very kind and welcoming. Thank you Hope keep up the great work!
Response from the owner · 3 months ago
Thank you, Tanya, for the wonderful feedback! We're glad Hope could assist you in finding the best food option for your pet. We hope to see you again soon!
M
Melissa Wozniak1 reviewiTotal number of Google reviews Melissa has written across all businesses on Google Maps, not just this one.
