I've been coming here for the last 5 years. 2 oh those for my Frenchie and 3 of those for my geckos. Never once had an issue with customer service. You might get the accessional kid employee that is only there for a dollar but it's not affecting me lol Great people. Clean environment read more

Grooming closes early quite a bit and not open per the times on the web. Web says till 9pm but door has 7pm on it and lights are usually out it seems by 6:30pm :-( This happened more than thrice to us. If you are going to have business opening and closing times, it is good customer service to adhere to those times. Otherwise the service and staff are friendly but... ‍ read more

Petsmart in Gainesville, VA has been extremely unprofessional. They changed my dog's grooming appointment several times without providing any acceptable justification. Their lack of organization and respect for customers' time is very disappointing. I do not recommend this location for grooming services. read more

I've taken my dog for grooming here in the past and always had an even coat. This time he got a butcher job. They did offer a $56 refund if I bring him in person because they can not refund a credit card over the phone. read more

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If there were 0 stars, I'd give this PetSmart a 0. My 20-week old puppy was scheduled for his pet training and his PetSmart trainer was a no show. That wasn't the worst part. The worst part was how PetSmart handled it. First, I had to wait for 10 minutes before first line manager came to talk to me. There was no apology and she said the trainer was not here. She disappeared for 10 minutes only to come back and question whether I was even supposed to have training (ie a paying customer) because she now couldn't find me in the system. That's funny because the PetSmart associates or trainer Kayla, I talked to before did. She disappeared again for another 10 since she had no idea what to do and had to call to her manager. She left her a voicemail. In the meantime I'm trying to manage my puppy in the store so he doesn't chew on any of their merchandise. So after 40 minutes of waiting from I said I'll forget about this just give me what's worth of my time - like dog treats from this over priced store. She called her manager Karissa again and Karissa basically said they can't do that (ie correct their screw up) and she will call me if I cannot wait for her to come to the store in another 30 minutes to just telll there is nothing could do. Right there and then I asked for a refund and vowed not to spend another penny at this store. I guess spending almost $500 the past 4 months is not profitable enough for PetSmart - good luck competing with Amazon and neighborhood dog trainers. Never once did PetSmart apologize or took any accountability for screwing up a scheduled paid training appointment. PetSmart doesn't let their managers do anything except waste the customer's time to talk about it. PetSmart is NOT "Customer Smart" at all. read more

Went to adopt a gecko. Found out they keep 4 geckos in less than 2 gallon tank. 2 out of the four geckos had their tails freshly dropped. The violet colored one was underweight. I have visited the petsmart for weeks for other pet supplies and noticed this is a NEW addition of multiple geckos in a tiny space.. Probably not the best idea tho. read more

Love this PetSmart, employees are so nice and I love coming here! When we went to get our guinea pigs (Boog and Bugsy) the guy that serviced us was so helpful and very knowledgable on the piggies. read more

If I could give this 0 stars I would towards the grooming department, I took my puppies in for a simple bath and brush and left with one of my puppies needing surgery on her face, I cried so much leaving with her and seeing that something that was supposed to be fun and exciting for them AS IT WAS THEIR FIRST EXPERIENCE at the groomers will most likely leave my puppy traumatized for life. Never taking them to pet smart for their grooming needs ever again. She didn't deserve that and I have heard many people have had similar issues and experiences with them. read more

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My experience here left me so upset, I wish I could give zero stars. I had a dog grooming appointment for my dog at 12:30. I called at 12:15 and said I would be a little bit late. The young lady told me that as long as we got there by 12:50, it would be fine. I walked in the grooming door at 12:48 and a different girl told me I was too late and she would not groom my dog. I told her, correctly, that it wasn't yet 12:50, and she lied and said it was 12:52. I went to find the manager. He agreed with me that I was there in time, but he would not order them to take my dog. So, this groomer, I'm told her name is Katlyn, gets to lie with no consequence. I would not have put my dog in the car and driven there if I had known they would not take her. It was the lying that got me upset, not the inconvenience. read more

This location has repeatedly let someone use my rewards account information and redeem my points. I have had to go back and forth with customer service, change my account information multiple times. Still my account is being used by someone else. They do not do anything to verify that the person matches up with the rewards account they are using. All together I will delete the whole account so the thief will stop using my rewards account and I never shop at a petsmart again. read more

Overall the store is decent, clean, most staff is friendly. The poor review is the grooming department. Called and was told it would take about an hour to do the dogs grooming. Got there about 10 minutes to the appointment and was told groomer wasn't there yet. About 5 minutes after scheduled she finally walks in and then tells me it will be 3-4 hours and that even if I was told an hour she can't even get to my dog yet as she has others in front of him. The groomers blamed it on poor training for their call center. What's the point of making an appointment then? read more

tired of empty shelves but that is almost everywhere, and we know the young ones do not want to work, but a hello and thank you are necessary to a customer! read more

This review is primarily based on the Grooming Salon. First of all, a little background, I used to work as a Bather in a PetSmart. So I'm a little biased when it comes to grooming. Even tho I don't work for the company anymore, I still insist on doing all of my pet shopping at PetSmart. I have taken my two dogs, Frankie and Amy to this Gainesville location several times. Actually, lets say about 4. Every time it has been a different groomer, I haven't found a single groomer there who has done a good job. This last one that I had done today was much better than the rest but still an overall lazy job. Frankie is a Cavalier King Charles Spaniel, not much actually grooming to be done, altho my mother would rather I shave her down. She's just a bathe and trim kind of job. The only thing I really need from PetSmart for Frankie is a clean nail trim, toothbrushing, and ears cleaned out well. Everything else I usually do at home. EVERY SINGLE TIME, Frankie has come home with the same rancid breath she went in with, and every drop of earwax she took in with her. She does not have ear infections, just dirty ears like any other dog, and the same bad breath any other dog has. A simple ear cleaning with a cotton ball should suffice (which it does when we clean it at home) and a quick toothbrushing freshens everything up. It is just obvious that NONE of the services I pay for are actually getting done. On the note of services I paid for, $11 for a toothbrushing??? UNREAL! When I worked for the company it was a mere $4 to add on to a regular grooming for toothbrushing. PetSmart you are insane! $11 would pay for a new brush and a tube of doggy toothpaste! Amy is a Shitzhu and we get her a shave down cept her ears, which are just trimmed evenly. I don't know what is wrong with the groomers at this location but no one can seem to understand me when I explain I want a full body shave down, including the face. BECAUSE, everytime I pick her up I have to get them to trim the face down more. They leave her with bushy old man eyebrows and a full facial beard. It may look nice but she's a girl and I make myself clear about the style I want for her. For two dogs each weighing 13lbs, I paid $113 including the toothbrushing. Since your groomers are retarded and lack skill or decency to give my dogs the grooming I pay for I will from now on take my business elsewhere. Sidenote, this is the only pet store for miles to sell a decent selection of pet toys/treats/supplies. I do wish there were more local pet shops. read more

So far so good. $5.00 and got me in today. Plus he looks good. After further review of my yorkie I noticed his eyes were unevenly clipped and they were not clean. Take my review way down. read more

PetSmart - Pet Stores Near Me - Gainesville, Virginia

DO NOT TAKE YOUR PET TO BE GROOMED HERE. HORRIBLE, HORRIBLE, HORRIBLE. I wish I would have read these reviews prior to taking my dog here. When we got here, I told the groomers specifically that my dog is 10 years old and has bad arthritis and is NOT permitted to jump down off the tables or showers. And I need to say that I have been taking my dog to Petsmart in Chantilly for over 6 years and I have NEVER had a problem. So low and behold, I pick up my dog and she is limping severely. I am so upset, I can barely contain my anger. The one girl gives me some bs excuse that my dog was just in the cage for awhile. Meanwhile I know my dog and what is normal and not normal for her. So the manager comes over and has the Banfield vet look at her who just tells me its arthiris and gives me some pain pills and send me on my way. Well 2 days later she is still limping badly and I take her to my vet and she says, No, No, she pulled a ligament in her shoulder. SO now, I have spent over $300.00 in laser treatments for my dog and if that doesn't help, she will need a $8,000.00 surgery. That Petsmart will be paying for, I will make sure of. So as a conclusion, DO NOT TAKE YOUR PET HERE. As a side note, I have dealt with Petsmarts for 10 plus years, and this one was the only one who never called me to pick up my dog! I had to call them! And the manager was suppose to call me after the second day and never did to follow up! read more

Horrible experience! I took my dog to get groomed and I have never had an issue from any other Pets Smart and today I was told my dogs tongue turned purple. I hurried to the store and my dog was very exhausted and breathing heavily and panting . I asked the grooming tech named Barbara why were they not able to complete the service and all she said was that my dog wasn't complying. I am sure my dog was either getting choked by the collar or they were not gentle with my dog read more

The customer service here is terrible! I bought a chameleon from this store 8 months ago. I purchase crickets every week for him. Every time I go to this location (despite my better judgement) i am always having to search for an employee to help me get them because they are NEVER prebagged. The last visit I had the lady employee working in the section saw me, made eye contact, def recognized me and knew I needed crickets. She belinned for the back and took 10 minutes to come out and serve the PAYING customer. I am a manager myself and I know this is not the customer service I should expect. read more

Wide selection of products, but on the expensive end. However, they are always emailing coupons so if you sign up almost weekly you'll get a 5 to 10% off coupon. read more

I am furious with the way my cat came home with me. I paid $77 to get my cat a haircut, nail trim, ear cleaning and trim, and a deep conditioning treatment. My cat came home with a shaved body, but his legs, arms, tail and head were not touched. He has fur coming out from the bottom of his paws, his tail (I specifically asked to trim down) was not touched, his fur on his arms and legs are sticking out in awkward angles because it's so much longer than the rest of his body. I wish I could make this up, but if you don't believe me, check the photos. I put before and after pictures so you will see the difference. What is not pictured is the poop he had still on his butt from when he was being blow dried. He was so afraid of the blow dryer that he pooped on the table. The groomer was nice enough to tell me about it, but failed to actually clean his butt! I have taken my cat elsewhere before and he came home smelling better than when he left, I cannot say the same about his Petsmart trip. He came smelling like a wet dog which only makes me want to believe he was bathed with one. I am so beyond upset with myself for considering Petsmart over Groom N' Glory. Never again. read more

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Horrible. It's always been. I tried giving it a second change last week for pet grooming services, and again staff is unhelpful and fully disregarded my attempt to ask for a simple request to swap my two dogs grooming appointments. They think they know my dogs more than I do. Long story, which I won't waste my time on, but again, they don't listen to customer. Never again. read more

Kathryn was amazing! I was so impressed at how she handled my cat Bobbi. I was worried that she would be upset but Kathryn was a pro. Nail clippings, teeth brush, bath and deep condition went off without a hitch. I love being able to watch from the window. I will be back for sure! The staff was great and they took great care of my girl. 10/10 read more

I'm so sorry to post this review. I understand what we are all going through with this pandemic so I hesitate in posting bad reviews but this was an awful experience. All I wanted to do was purchase 3 fish for a. 10 gallon aquarium. I arrived at 9:15 am only to be greeted by a guy who had no interest in being there at all. He couldn't answer any of my questions and ended up selling me 3 fish..two of whom are killing each other right now as we speak...(after he told me they would be ok in the same tank). I wanted nothing more than some beginner type stuff and he wasn't able to provide any basic info even for someone like me. It takes a lot for me to bash a business but I will never return to Petsmart of Gainesville, Va again. I am so disappointed. read more

The service provider in the fish dept is always incredibly helpful with my new journey of fish tanks. She is incredibly helpful and educated! Thanks PetSmart for your assistance with my new hobby! read more

So/so. It's an average experience. I go here to pick up quick pet supplies, I don't interact with the staff too much but they seem like they would be available on request. read more

HORRIBLE! Mean groomers, treat the animals sooo bad! My mom took our dog into the groomers here, and they kept our dog in a crate for an hour and a half - when we had a specific appointment. Then they chopped too much hair, way more than we asked for. And was brushing and combing him, pulling his hair, and legs and making him cry. Finally we had to jump in and yell for them to stop! How can these people be groomers. If I could had the Pet Police shut these people down, I would. read more

Joyce W. is the worst, she was incredibly rude and guaranteed we won't return for training classes at this location.

If I could give it zero stars I would. I Took my year old Toy Poodle today for a grooming and it was our first and last time here. Service was horrible. His groomer Collete was the biggest bitch and really looked like she didn't even want to bother with him. She shaved him off completely after I instructed her to leave most of his hair. I just wanted it to be level. Did not clean his ears at all and, worst of all, she didn't even finish the haircut because, and I quote "she couldn't handle him and he was moving his face." Then when we went to pick him up she went to get him in the back and he started to cry, not bark or whine, but full on cry to the point that you could hear him clearly. After this horrible experience and an incomplete haircut all I got was a 10% discount. I then went to speak to the manager and he was no help. All he could say was that he would "speak to the groomer". Worst experience of my life. I have never seen my dog shiver and cry the way he did today. Horrible, cruel, evil place. If I could report them somewhere I would. read more

Worse customer service for Banfield. Called several times before they close to get my dog scheduled for checkup and shots. For through earlier and they said they were booked til June. Apparently they turn off phones before they close at 7pm!! Called the Banfield in Chantilly and was able to make appointment immediately for this week. read more

I drove all the way to Gainesville for my 3 pm appt just for the grooming to tell me that since she was getting off at 530 she could not groom my cat today. Never going there again. Very poor way to conduct a business read more

I received a horrible service on 03/18/2018. Came in to exchange blue wilderness cat food. I had 7 cans of flavor my cat refused to eat. Went in to exchange it for a different flavor. Asked a lady at the entrance if i can do that. She stated to go and grab what i want and exchange it. I was surprised because how would you know that i brought them into the store. I left those cans at the register and notified her that those are mine and i brought them IN. Anybody can walk in and crab stuff and not pay for anything saying "i'm exchanging it". Nevertheless, got the items i wanted to purchase. By the time i reached the register she was no where to be found. I see this young guy who pulled my 7 cans. I was under the impression that he knows the deal. So i started pulling out the items i wanted to buy. So what this guy did is that he processed an exchange of 14 cans as if they were mine in the first place for a mat and dry food. I paid the difference and i'm asking where is everything else. He looked at me puzzled. I was like I want to buy 7 cans of salmon flavor and return 7 cans of chicken flavor. He never apologized. Pulled his manager over. Overheard him describing the situation: "She had those cans under her stroller so i thought they were hers". Excuse me God gave you a tongue and brains for a reason. You work in customer service environment you always have to ask and make sure before you process anything. Yet he asked me for my cell number 20+ times to pull out the receipt. I was there with my one year old who is very impatient. I swear i was holding my tongue and comments back as hard as i could. What makes it worse is that he takes another customer without apologizing nor helping me putting that stuff in bags. I'm holding my one year old in one arm and putting my stuff in bags with other arm. I work in customer service myself. And never have i ever treated anybody with such disrespect. At the end of the day a customer is spending money with the company who is paying your salary!!! I'll be back and i will voice my opinion to the manager of that location. If it will be disregarded, trust and believe i will write a letter to a corporate. RIDICULOUS!!! read more

The Pet Smart grooming salon at Gainesville is inefficient and does not honor appointments. After finding out that this PetSmart offered an express grooming service (so that I did not have to leave my nervous nellie dog in strange hands for a full day) I made an appointment. I was there on time with my dog and her vacination record. Upon arriving and waiting to be helped - the groomer called the manager over and said that she did not have time to do an express grooming. Someone had apparently made a mistake. I had traveled 30 minutes to get to this place, took time off work, etc. and had to leave without the dog being groomed. Of course I will not be back Shame on you PetSmart to allow this sort of behavior in your store. I am rather glad - although I must say after reading another review on this particular PetSmart salon, I am glad that I did not leave the dog. read more

My family will never spend another dollar at petsmart following extremely bad customer service and a total lack of compassion for an animal in need of prescription food. Our family dog has been eating liver enzyme food for over 5 years, which the banfield vets prescribed. We have loyally be buying that food from petsmart. We recently returned in the evening to buy more food to find that the prescription needed a renewal. We were not notified, we never are. And because it was the evening the desk at the vet was not going to be able to issue a renewal. Rather than find a solution the store manager took a hard line (bordering on "in your face") and we left empty handed and ultimately cancelling a trip departure the following morning. If I were a manager or a brick and mortar store I'd be doing everything to keep all my loyal customers including showing any amount of compassion for someone in a tight spot. At the very least, fix your prescription renewal system to not screw over your customers. Aquariums, terrariums, dogs, cats, rats, bird seed; we will now be receiving all these needs from petco or online. read more

INCOMPETENT GROOMERS!!!! Don't waste your time booking an appointment. The online system that us boldly advertised all over the door doesn't work. I walked in person to book again SINCE they said the online system did not coordinate with their calendars and they still double booked me. They called me last minute to say sorry we've already given the spot to somebody else and we don't know what we can do about it. Between the vet doing my dog surgery twice because they were too lazy to tie individual stitches for her hernia operation and instead did a single running stitch that ripped and accepting no responsibility to now the groomers being totally incompetent to even handle something as simple as scheduling I am never going there again!!! read more

Well how do I start, This Store it's one of the new ones in the area, nice & clean, the problem that we had with this store is the grooming service, the first time that we bring our little dog here they recommend to shave it down because the hair was tangle right..? Ok, we say yes, they recommend to brush his hair more often (we do 3 times a week) they recommend the right tool to do it (we get it there) and everybody was happy, the second time we took the dog again they came with the same recommendation, and we did it again, the 3rd time same story again, and we decide Not To shave him and walk away, (took the dog to another store and the job was done without Shave the dog) 4th time (trying again) so we ask, "Why you guys AWAYS want to shave my dog down..? and the respond was the same because of this and that, so we decide to take the dog to the other store (Manassas by the way) they did the job, no problem no complain and he is fine, so my recommendation is, DO NOT take your pet there because they want the easy part, Shave it down and get out, two stars is for this department, the other areas I will give them 5 stars, fish birds etc.... otherwise We Will not take Our Dog there again (Not to give him a bath or will come out with no hair)..... read more

I usually stop here a few times if I need to either after work or during lunch break just so I can get what I need for my pets such as dog or cat food. It is always clean and very well organized. Four stars out of five only because sometimes the customer service isn't the best. Sometimes you can tell some of them don't want to be there and they just go slow but they're never rude. Other times it's excellent! Trust me....I work retail and I can tell you I know how that is. But overall this is a great place and again very well organized and very clean. It's so great just to be able to walk next door after I get off work and just quickly get what I need and go. If you're looking for a very clean pet store and like it organized so you can find what you're looking for and/or in a rush, check this PetSmart out. I always see so many people there with their dogs and they have great events that they do every now and then. read more

Horrible service at pet grooming salon in Gainesville VA. Becky is in a service business but always seems like she just doesn't want to be bothered. Many of the others are the same! read more

We've been taking our two dogs to the Gainesville PetSmart for grooming for a while now. This last time was the final draw. They've never called when they were finished, not a big deal, just a nuisance, we could live with that. Each time we have their nails trimmed I'm not entirely sure they clip them at all. I know for a fact they've never trimmed the front 5th nail because they started growing over on themselves, again a nuisance and I can live with it because they're convenient. This last time they had our dog for over 4 hours though. When my wife called to check on her they said 30-45 minutes. I went to pick her up and she was still on the table getting trimmed. Apparently they had to take breaks because she was nervous. That's not what the groomer initially told me when I got there. Her response, "we've had a lot of phone calls and other dogs today." Right. What's the appointment for then? After the groomer and the manager chatted for a while the story changed. Said they had to take breaks etc. If there was a problem why didn't anyone call?? We wont be going back. Terrible service. I guess it's ok if you only need supplies. I would not use the groomer though. read more

Biggest complaint is the lack of availability for the pet grooming. Called in to make an appointment for a simple bath for my dog and the next opening isn't for 2 weeks. Are you kidding me? No thanks, I'll go elsewhere. read more

Great groomers! Jamie was wonderful and calming to my nervous dog. She got the job done and was polite and professional.

This is about Banfield, all about the extra charge. I went in with my dogs Saturday for a checkup, was told to leave them, sick dogs come first. Ok I thought good deal. Spoke to vet later walked me through an issue he thought one dog would have based on tests. Sure enough it happened, I called Monday and asked to bring her in. They told me no appointments until Wednesday but I could drop her off for an extra charge. I cancelled my plan and went in to pick up records, they handed them to me after they looked through them and threw away a page. Could carless I was cancelling. Just wanted the up charge. read more