I've been taking my dog to this location for a few years and never had any issues until his most recent visit. He is usually groomed by Joseph B or Dakota, and they always take good care of him and do a wonderful job. Neither were available this time, so unfortunately I booked with Sarah M. Big mistake...huge! I alerted her to some little old man warts my senior boy has and just asked her to be careful trimming around them. She was extremely rude and abrupt and said she couldn't promise she would not cut them off. Really?! She also was completely insensitive and said he already looked nervous. Well, who wouldn't be after hearing that?! I told her he's over 10 and has been getting groomed every six weeks since he was a puppy. I also informed her that I'd been to this location several times before and never had this issue. She essentially threw her wonderful co-workers under the bus and said that any groomer should tell me what she did, and that she wasn't going to lie to me. You shouldn't try to disguise rudeness and lack of decorum as "honesty." When I told her I'd be canceling the appointment for the day and taking my dog home, she was like okay see ya. She seemed as if she did not like animals and was glad not to have to groom him. Newsflash: don't work in a pet store if you don't love animals! This visit with Sarah M. has left such a bad taste in my mouth, I will NEVER bring my baby back to PetSmart. We have switched to a kinder, gentler groomer. read more

This was the BEST experience i have ever had in 5 years. Mrs. Vegas was Awesome, sweet, helpful from the first second i walked in until the second i walked out. She saved me more than $100 on my purchase. You need more people like her. I will be in more thanks to her! read more

The store was very clean! We were greeted as soon as we walked in. When we checked out we had the nicest cashier named Vegas. She was very helpful! This lady deserves a raise! read more

I have came here a couple of times since it is super close to me. There are times were people are very sweet and helpful while at other times the workers are rude and not helpful at all. I took my dog to the groomers here and will never be taking him again. He is super sweet and other groomers I've taken him to have had no issues with him and have loved him. When I took him to these groomers they told me he was aggressive and should be brought in for an express clean. It made me wonder what kind of grooming they put him through that was different from other places. One of the groomers seemed very nice and I'm upset I wasn't able to get him to groom my dog or it might have been a different experience. This isn't a place I would never come back to, but it is a location I would be hesitant to give my business to. read more

My partner and I came in right after we rescued a Pitbull who was dropped off outside of his work to grab new food, toys and treats. Immediately at check out, Vegas informed us of better, more healthy options tailored to our pup's needs and wellness. She gave us a booklet for newly adopted pups FULL of coupons and advice us new parents really needed. The next time we came in, our cashier was so nice as well and affirmed the brand we chose as the best she's ever seen! LOVE this location and LOVE the staff so much. read more

I go to this PetSmart on a regular basis and always encounter the sweetest woman, Elise, who helps me with anything and everything. She is always polite and gives me great recommendations on my little poodle. She is very knowledgeable and makes my experience extremely pleasant! Recently I was informed that this beautiful woman has been fired because she defended herself against her sexist coworker! Now, this employee, male, makes me feel very uncomfortable. He is not friendly and does not help me when I am in the store. He is a short, middle aged white man but I do not know his name. I have heard him say sexual and racial slurs whilst in my presence as well, and something needs to be done. I am leaving this review in hopes that he is permanently removed. Also to protect my fellow women and people of color who just want a nice shopping experience in a non-hostile environment. Management needs to REMOVE HIM IMMEDIATELY. read more

I walked into what appeared to be an open for business establishment but it only had the door active for early grooming appointments but this is not clearly called out in any signage This I would have not been as surprised as the associate with such a poor temperament about this has encourage me never to return to this location read more

The man who takes care of the fish tanks was so RUDE. I am a beginner fish owner and I wanted to know more about the fish in the tanks. The worker was so distant and rude to me when I asked questions. But a mother and here toddler daughter asked for a fish and got a "Sure! No problem! You're welcome ma'am!" I don't wanna she's light on race but the customer of a different race got better customer service than i did. I mean it was a complete 180 when i asked him about a fish.He told me I couldn't get a fish because my tank wasn't set up to his liking. He told me outright that the first few fishes that I would buy (i only wanted one) would DIE. He was so UNHELPFUL and RUDE. I ended up going to PETCO in henrico were the worker took the time to explain the do's and don't's to me before i bought a fish. She was so excited and helped me get my set up and fish while also educating me on how to take care of my fish. PETSMART I ADVISE THAT YOU REVALUATE YOUR EMPLOYEES AND LOOK AT THESE REVIEWS! read more

Another typical Petsmart where you pay way too much for stuff you can get online for a quarter the price. The only thing worth coming here for is a dog crate IF its on sale. Otherwise I suggest online shopping for sure. read more

This is a really good petsmart and the staff is generally very helpful and happy to be there. Kind bugs me when a random person from Blue buffalo comes by to help me but does not work for petsmart. They are always generous for AARF and help us out with anything we need. read more

It's a corporate chain, but the store is very clean, has good selection, and the people are friendly. They don't have the depth or the niche stuff (or animals) that the locally-owned place does, but they have a warehouse of name brands, training classes and a BYOP policy. I like 'em. read more

This past week I went into PetSmart, beings that this is the closest pet store for my furry friends needs, to get some basic staples for my pets. All though the staff is not as friendly as other pet stores I have ventrued to, I was able to find my pets items with ease. They did not have a particular brand of food my pet likes, so i had to find an alternative need for them. Checking out was fairly quick and the store was clean overall. read more

Everyone who works here is really nice, and the managers care about the associates. Vegas is beyond helpful, everyone in petcare knows what they're talking about, and people work really hard to keep the store looking nice. read more

The worst petsmart I have ever been to, cashiers are great but when it comes to grooming they really don't know what they are doing and their customer service is awful . NOT COMING BACK EVER!! read more

I just adopted two dogs and Mrs. Vegas at the register was extremely friendly and helpful! She made sure I got the best deals in the store! Super sweet woman. read more

We just had our dog groomed at this Petsmart and they were super friendly. Lily, the groomer, did a wonderful job. Drop off and pick up were super quick. Cashiers are very friendly-- no complaints. read more

I have been taking my small maltese there for years to be shaved down. My dog is cooperative with the groomers. But I had a problem with my last groom. My dog came out with a hurt paw (it also happened in another Petsmart grooming salon with another dog.) While I managed to get them to pay for their mistake and my vet bill, the groomer refused to admit her mistake. And when I tried to get a regroom, the girl said she was not comfortable grooming ANY of my dogs. Okay, so I get that she told me about the injury, and didn't want to accept that it happened during grooming. I feel she was striking out at me by saying she didn't want to groom either of my dogs again. read more

Terrible experience...granted, the time was 8:58/8:59 when I got there, but not only was the door locked, no one would even look in my direction. I was completely ignored to the point that I had to knock on the window just to get someone to notice me & when I finally got the employee's attention, she just repeatedly kept mouthing "we're closed"... as if I don't see that! I asked for a manager & she rolled her eyes & went to get him. Now this guy takes the cake for worst customer service ever, he cracks open the door just like an inch as if a 5'6, 155 lb girl was threatening to him & says "we're closed", not "Hi ma'am! What seems to be the problem?" Nothing. Just "we're closed". I replied stating what time I had arrived & that the door had been locked prior to 9:00 & that all I needed were crickets & how I sped over here just to get this one thing & he simply stated "Well my clock said 9:00 & the tills are all closed, so we're closed." & shuts the door in my face & walks away. I was so upset...I immediately got in my car & filed a complaint through customer service. Never have I ever been treated with such disrespect from a retail store other than Walmart. The worst part is that this isn't the only instance that puts this location aside from others, they consistently have poor customer service every time I or my boyfriend go in there. Definitely avoiding this place from now on. read more

Took my dog to get groomed and Madison did an awesome job! Will definitely go back to her! :)

Took my SERVICE DOG there to be groomed today and found out that I wasn't TOLD it would be 3-4 hours before he'd be finished. I am on fixed income and wheelchair bound and depend on public transportation. When the dog came back, he WASN'T groomed to my satisfaction. While the store is neat and clean,and the staff are friendly,they lack the knowledge of what a SCHNAUZER TRIM is. My dog has come home with less coat than he did today from other groomers who know what a TRUE Schnauzer trim really IS. They didn't get the drift that he is out in public continuously and as a SERVICE DOG he MUST be properly groomed and maintained. This was a waste of $51.00!!! read more

Thank you Aaron. I was at the Libbie Place Petsmart on Sunday before closing and had not only flawless customer focus, but laughter too. I went there with my daughter and golden to get beach ready. Aaron helped us find the perfect life jacket for Zuko and fitted on him. And then we figured we should get some paw booties in case the sand was too hot, and here is when it got outrageously fun. Almost like a shoe store, Aaron helped us decide among several styles and sizes, and even tried them on my pup, with infinite patience. I know I ended up buying several more items just because of this delightful experience. Keep up the good work Aaron! read more

This place is awful. It's the closest pet supply near me and I DREAD going in here. No one is ever in the fish section, and I tend to wait to see if anyone ever shows up. The cashiers will see me standing there for a large amount of time waiting to get crickets, and don't even bother to call someone to help me. Numerous other times I'll ask someone to help, and no one helps me for about 10 mins. I waste so much time in this store. Basically customer service is rude and they flat out don't care. read more

Worst pet smart ever! My dog is 7, he's a min pin and been going to pets mart monthly for a bath, nail trim, ear cleaning, and teeth cleaning since he was I got him at 10 weeks old. I recently moved near this pet smart and so I took him there. The first time he was fine. The girl who worked with him seemed pleasant and they seemed to take good care of my dog. Today he went back, I noticed that the girls didn't seem that nice but figured it was early and they are young so they're probably hung over or just tired. 20 minutes later I'm getting a call that my dog is bleeding from bring in the kennel and that they need to do an express groom. My dog is crate trained and once again he's been doing the normal process for 7 years and gotten his excellent report cards each time. This tells me the problem is the two groomers in there today. Now I get to visit the vet for his cut up paw and he never got his grooming. He'll never go back to this pet smart again! Horrible experience. Nasty groomers. Lesson learned if the groomers don't seem like they actually care about your pet when you take them in. Don't give them an excuse, turn around and walk out! read more

This is in reference to the Libbie location only. I have been to other PetSmart stores and have not experienced anything quite like this location. I have had my dog since February 2016. I have taken her to PetSmart every month to get groomed since I got her. From February 2016 - July 2016, I went to the location at Short Pump. I NEVER had any issues. My dog was cleaned and taken care of very well by the staff. In August 2016, I moved down Broad Street and I was now closer to the Libbie location. I have tried to use their grooming salon every month since August 2016. They have canceled my appointment on many occasions. When I say canceled, I mean I walked in to find out that the grooming salon was closed. No notifications, no explanations, just turned the lights off and have no one working there. This has also happened to my sister who owns 2 dogs and has taken them to this location. We now refuse to even go in the Libbie store and will go way out of our way to go to the short pump store. It is sad that this type of poor customer service is commonplace at this store. read more

HORRIBLE service. I booked a grooming appointment for my dog two weeks ago, and they canceled on me the day of. They promised a 15% discount for the next time I came in, but they never honored it. I had an appointment booked for this morning at 7, and there was a line out the door. I was not actually to the front until 7:30, when the told me that they could not accept her rabies vaccine proof over the phone which they SPECIFICALLY said they could and would do when I called them. The girl at the front desk then made me wait another 10 minutes while she asked her manager, and when I asked to speak to the manager she said she was unavailable even though I had just seen her speaking with the manager. The girl at the front then claimed to not know I had been waiting for 30 minutes, which was a complete lie as she was the one who asked us to wait in line outside. It was incredibly unprofessional and I will not be returning. read more

Petsmart is a good place to buy dog food, and toys. Do NOT buy their fish, they aren't healthy and usually die quickly. The "dog trainer" don't really know what they are talking about they learned their techniques from a video, I did a class there a while back and felt like I could have taught that class and it was a waste of money. read more