The store is nasty, the employees are inconsistent in their demeanor, management is less than helpful, and online ordering is often incorrect when you receive the order. When addressing issues, there is absolutely no customer service and zero regard for correcting issues that continue to plague the store. Save yourself the headache and either drive to the South Roanoke location or simply go to another pet business, because this one is not interested in keeping customers. Sad shame it is. read more

It had been a while since I bought my cat a new collar. It was time for a replacement for her. And it doesn't hurt to get some serotonin while looking the the adoptable pets here. Came in and went right to the cat collar section. I have to say that this store did not have a huge selection at the time of my visit. It looked like this was the only section of the store that wasn't restocked. That didn't deter me however. I did end up finding a collar for her and decided to mill around the store. This stop was in conjunction with another to kill some time. I wanted to see all the animals they had in store and stop and check out the cats. Customer service was decent. I only interacted with staff during check out. It was a quick transaction as I had only one item. read more

I've never been to a PetSmart before, and it was very helpful that the sections were organized by brands. The staff was very helpful. They did not have all of the products I was looking for, unfortunately, but I found some good substitutes.... The clinic is booked out for weeks. Ample parking and walking space for disabled. read more

Please please train your employees on customer service. Your cashier talks too much about nonsense.

Save your time!! I drove over an hour to my appointment with Maxine at the PetSmart near Target at Valley View with my goldendoodle. He took his medication for anxiety which they previously recommended he take before grooming. Upon arrival I told them he took his medication so he was calm and they almost immediately told me they weren't going to groom him. They made excuses about his gums being light colored, which I will take photos of now and later to show they are always the same color. He walked in to the appointment so he was not over medicated by any means. This fur baby is better taken care of than most people. They simply would not listen and I was told by an employee that they are under new management and are now watched like hawks. They were rude, unhelpful and unprofessional. I will also be contacting corporate. Never go to PetSmart at Valley View. The attached photo was taken right before we arrived. Does this look like an unhealthy dog? read more

PetSmart Grooming - Pet Groomers Near Me - Roanoke, Virginia

Dog bleeding from multiple sites. We have two senior dogs and have used the PetSmart on 220 for many years. We decided to try this one as our schedules did not lineup with availability at the store we usually visit. My husband dropped the dogs off and soon after reported that the lady checking the dogs in was abrupt and rude. Some people are kind of just like that, but what set off red flags in my mind was that my normally extremely laid-back husband made the comment that he nearly took the dogs and left because of her behavior. He even stated that once he got outside, he considered going back in and getting the dogs because he was so uncomfortable with this woman's behavior. I told him that he should trust his gut and I called the store to see where our dogs were in the process of their groom I was told that they were getting "pre-cuts" I asked that once that was finished, they could just stop because I was on my way to get the dogs. On arrival our smaller and oldest dog was on the second row of grooming tables and from 20 or 25 feet away it was very obvious that she was bleeding from a minimum of five different places. I asked the woman who was cutting her fur with scissors to just stop I said "she's fine. Just stop. She's already bleeding." We paid for services rendered to that point. A different woman who we encountered as we were checking out our dogs was not apologetic or empathetic. She didn't seem to understand why we had a concern and was aggressively trying to get information as to why we chose to end the grooming session. I advised her that it was due to a behavior issue on dropping off our dogs and this is part of her business and I didn't even have to tell her that much. My only responsibility is to my animals. My husband did say that when we checked out, he did not see the first woman that he encountered that caused us to doubt our pets safety in that building read more

The grooming of my dog was not up to standard. Damaged skin. Hair uneven. The picture says it all. read more

PetSmart Grooming - Damaged skin and uneven cut. - Pet Groomers Near Me - Roanoke, Virginia

My daughter's dog supposedly got a furminator and there was still so much hair, then told they can't take her anymore due to size.....I wasted money read more

Horrible...They inputted my dogs rabies shot in their computer incorrectly and refused to see him. Once I straighten that out, they were extremely rude never apologized for wasting my time and extremely unhelpful. Yet they see completely unvaccinated puppies...and spread PAVRO. Their rules make no sense. The day he was finally seen the store was packed wall to wall with people but the grooming area was enforcing one pet parent at a time in the salon...makes zero sense but ok. My dog was overdue for grooming and had some matting but when I picked him up he was covered in razor burns, razor rash and cuts...they said he must have done it himself in the crate waiting for me....yea No! Horrible experience and this was a 2nd chance after the parvo exposure 2 years ago. I will never return and highly DO NOT recommend! Rude, untrained, unqualified...health department needs to shut them read more

PetSmart Grooming - An example - Pet Groomers Near Me - Roanoke, Virginia

my recent experience with this Petsmart was nothing short of a disappointment. Despite their own policy clearly stating a 48 hour post vaccination wait, my puppy, who had received vaccinations 52 hours prior, was inexplicably turned away. this disregard for their own guidelines raises serious questions about the reliability and integrity of their services. If a company cannot uphold its own stated policies how can customers trust any assurances they offer regarding pet care? The staff was indifferent and unapologetic about not following their own policy. I would advise seeking services elsewhere. read more

I love PetSmart, please do not buy the API fin and body cure for your fish. I purchased it last night. It killed all my goldfish in my 29 gallon tank. I'm devastated over the loss of my precious fish my son and I hand selected. Just wanted to warn customers. I had 3 black moors and 2 lion heads. The snails and the catfish are dead too. read more

IF YOU LOVE YOUR ANIMAL, DON'T GET THEM GROOMED HERE!! Had a horrible experience with Petsmart and will never come here again. The grooming is horrible and the first time I brought my dog, my only request was please don't shave him and they completely shaved him down to the skin. After a year I decided to try again. I called and told them I will be 5 minutes late because of an accident and was greeted with the WORST customer service I've ever heard from Tiffany. I spoke to the manager and asked if this is the kind of customer service that is expected at Petsmart and apparently it is becuase most of the comments on here also talk about how horrible these people treat customers (can't imagine how they treat animals). I will never bring my dog here again and I hope Tiffany never deals with another customer again. read more

I brought my dog here for grooming and Larissa did a great job! The grooming was exactly what I requested and I had a happy pup. read more

PetSmart Grooming - Grooming - Pet Groomers Near Me - Roanoke, Virginia

Their grooming service is horrendously unreliable. They repeatedly cancel on us at the last minute. If it were once in a while, I could understand. But when it starts to feel like every other visit they are calling to cancel on us, with less than 24 hour notice, that is incredibly inconvenient. I will never go there again. read more

They do a great job of grooming my overgrown fur baby. He's very nervous and hates baths but he manages to tolerate shampoos, conditioning and nail trims and grinding for them. read more

Terrible grooming. Used to be good. They banned my dog from grooming because they do not know how to handle her. Every other groomer has never had a problem and I groom her myself sometimes and she sits completely still. No issues. They just don't know what they are doing and can't keep employees long enough to learn anything read more

This location has terrible customer service. I drove 40 min out of my way to this location specifically with my 3 year old because they had aquarium decor in stock for Nate and Jeremiah, and there was a discount for but one get other item 50% off. The discount online did NOT say anything about being only online. But when I drove to the location they would not honor the discount although I was spending well over 100$ in their store and come to this location all the time for pet needs. I've been a loyal customer. I've spent thousands of dollars at this location. So while In the store I purchased everything online and put the items aside to make it easier for them and they told me the purchase wouldn't be ready for pick up for at-least 2 hours! read more

Absolutely the worst dog grooming experience ever with groomer Jess P at Roanoke Hunting Hills Pet Smart. We scheduled both of our dogs on Memorial Day as our local groomer was out on medical leave. Granted our dogs had not been there in couple of years so one with any common sense would have come and at least spoken to our 105 lb labradoodle Benny or petted him on his head- But NO not brilliant Jess P - she comes out and says Hello and reaches down grabbing his front right paw to which he defensively postured at her at which your brilliant Jess P stated she did not feel comfortable grooming him. Now keep in mind he has been going to a groomer religiously since birth for the last 10 years. Jess P never once tried to approach him nicely nor calmly - just abruptly grabbed his paw. Then she and manager proceed to explain " Bottom line if the groomer doesn't feel comfortable you'll need to go somewhere else. " Oh don't worry we will never be back. My comments here are to alert you management team - please give your staff more education and training on common sense dog approach techniques and customer service. Telling me that it's probably because my dog is 10 years old and that's how dogs get when they get older is ridiculous. And to any of your customers- know how terrible and ignorant Jess P can be when it comes to approach and rushed technique. And Bottom Line - don't open shop on a holiday if your staff don't want to work. They were rushed and did not appear inviting nor welcoming. Just ready to get out of Dodge for the day. Worst experience ever. Please take you dogs somewhere else. This was horrific. read more

I was traveling from out of town to the Roanoke store and booked my 2 dogs weeks in advance for a full grooming. On the day of the grooming, they called and cancelled my appoint for not having staff. Why they couldnt get me in later that day and didnt even care about wanting my business that day. Never again will I go to Pet Smart. read more

This location was a regular place where I took my dog for her monthly grooming. However, I stop because I can they don't have weekend appointments and found another place that did. Nevertheless, the convenience of this location allowed me to go over to the nearby Target to do some shopping while waiting. The reason for the low score is that twice the forgot to give my pup her scarf. The first time I had notice when picking her up. This time, I was so in a rush to get home I didn't notice until we got home. I know the scarf/bandana is given when you select Top Dog Plus, which I do and did. It might sound trivial to complain about not getting the scarf, but since it is advertised as part of selecting the add-on, for my pup she loves getting to wear the scarf for the week before I take her to the dog park. I just wish I don't have to remind them when it should be given when the service includes it. Also, they only had one cashier and a long line. i forgot to mention the Tuesday military discount, so I couldn't pay with my phone, so I had to pay at the register, so in part the I took 2 stars off for the scarf and 1 star for the slow service. read more

PetSmart's policy of online ordering for 5% discount is parallel with Belk's "discount" program. The site sez "with certain exclusions" so it does fit along the parameters of disclosure. However, the 5% savings are usually on the smaller dollar ticket items. Bottom line - search the internet and buy where its cheapest. PetSmart tries, but ins't encouraging loyalty with their program read more

I just picked up my baby from Pet smart in Valley View. They do a great job in terms of grooming. Just don't expect them to be friendly about it. Wish they would make a vaccine for rude people. I thought it was just me and I made sure my husband had cash for a tip. Unfortunately the staff were rude to my husband too.... Guess it's time to move on. read more

I like the store at Valley Veiw. The shelves are always stocked and clean. The dog toy selection is good and a lot of times a good sale on pet items is available. I will say I have no complaints except for the outside lot. Good service and clean inside prices are good! read more

Today was another unfortunate and disappointing day at the Valley View store. Tammy the groomer, proved herself to be completely incompetent In my opinion. She wasn't able to trim my dogs front nails. And rather than allowing a competent groomer to attempt; they thought it would be easier for me to bring him back later requiring me to take off another day from work. Anyhow, his haircut was not to my satisfaction, they did not clean his anal glands, and now I have to give him another bath because he smells. When my husband called the manager, Ashley, answered the phone rudely and was completely useless. Do not use this groomer. read more

New manager absolutely horrible. Over heard her yelling at one of her employees. Customer service sucks since the old management left. Go to the one in South Roanoke. The old manager and most of the staff transferred there. They know how to take care of the customers. read more

If I could give a zero I would... I took my cat here and they did blood work and said they had to ship it out and it would take a week for the results and give him mess in mean time. We got the call and they said everything looked normal then the next day he died.... NEVER take your pets here! NEVER! read more

Friendly and helpful employees, always seems to be well well stocked. My girlfriend and I have several critters and are often here for supplies and pet food. read more

Horrific experience with grooming and had purchased items that their vet, Banfield, recommended to help with grooming issues and then spoke to my vet who said that these were not the correct products to help with our dogs issues and advised me to return them. I attempted to return them with my e-receipt, and was advised that they had to verify each item on the receipt in their inventory control system and had me wait 20 minutes while they did so with other customers looking on and asking questions (do to the manner that they did the verification) as to whether I was a thief and should go to jail. The manager did not attempt to explain to any other customer what was occurring although she could hear it and was visibly disappointed when all of the items being returned were verified as having been bought with CASH. She then refunded me the money and when I called her out on the negative behavior and assumption that anyone returning something must have stolen it (even if they had a receipt) she stated very cavalierly that it was policy and she would do it to anyone that shopped there. There's a PetCo that is very friendly and wonderful less than a mile away and I will shop there from now on. read more

i recently watched a groomer in the grooming part of the store combing out a very small dog with long hair. as she combed, the knots in the hair caught in the comb and pulled the dog's skin making the dog yip and bark and growl. The dog did its best to tell the groomer how much she was hurting her and the groomer kept doing the same thing over and over. Fast forward the dog finally nips the groomer(which I did not see) and the groomer strikes the dog or has to muzzle it(which I did not see) but it is a natural sequence of events. What does it take for a "trained groomer"( so I was told my the manager) to get the message that you are not combing the dog correctly or with the appropriate grooming tool. Patrons beware of groomers and stay and observe your dog being groomed. You just have no idea how your dog is treated. If you tell your hair dresser that she is pulling your hair and it hurts you expect her to stop. read more

yuck, yuck, yuck. I have complained about their grumpy employees NEVER saying "thank you." I have even complained to corporate to no avail. If it wasn't for my extremely picky cat, they would NEVER see me again. read more

Absolutely love the groomers at this store and my dog loves them too. They are always so caring and patient and do a fantastic job. Nail grinding without having to make an appointment is wonderful and it is much cheaper than the vet. Location is always clean and orderly. read more

Hi, I was extremely disappointed in my last visit to your store. I shop quite a bit at Pet Smart as I have 2 Maltese, one who is a Tea Cup recently got in August and the other who is my therepy service dog who is over a year. I purchase food, pee pads, grooming items and use the facility as well, shop bedding , clothing , toys etc. I also use the Banfield Hospital. Well needless to say after this past Friday I will no longer purchase items from your company. This makes me sad but I was not treated very well by your employee who stated she was the manager of the store. I brought some items in to exchange as the Banfield vet recently told me that my teacup would not get any bigger than she is which currently she weighs 1.7 ounces. I had purchase lots of items from your winter line before I received your thinking she would grow in to them and I had 3 jackets my husband purchased for my older dog. I had explain to the lady that I couldn't find my receipt but I had all the tags on the items except one which had fallen off. She stated she could not give me a return without the receipt. I told her ma'am I don't want a refund I would like a store credit as I am going to purchase clothing that is smaller than I purchased , I explained to her that the clothes I had purchased fall right off my tea cup (who I had at home ) and I just wanted to find her clothes that would fit her. I asked her to look them up after going through my emails to find a electronic receipt that they may have emailed me. I found 1 receipt which she gave me a store credit for. The other items she said she looked and she could only find one item. I stated to her that ma'am if you found 1 then you found all of the little ones clothes as I had just purchase them at the same time . She kept checking and saying no no no you I can't find them. Then bag my items and tried to hand them back to me. I repeated to her please look again and yes I was at this point very agitated and irritated. My service dog was in the groomer and I was so frustrated in the way she was acting like it was a chore. Well as she look she found them as she had over looked them. I explain to her as you can see between my phone number and my husbands number we purchase quite a bit from your store. She stated well we only refund items within 60 days if you have a receipt. I told her I don't want a refund I just wanted a store credit. I mentioned to my mother who was with me in the electronic wheelchair that not to buy anything for the dogs because it's a hassle if you have to refund. Now mind you I just went to the register right after dropping my dog off for an express groom . I finally got a store credit of around $90.00 and she stated well this one you took off the UPC so we can't take it and the 3 jackets 2 of which my husband purchased and 1 that I purchased she would not return because again she couldn't find the receipts probably because they were over 60 days. I was so irrated at the whole process I just said please give me the gift card for the items you found the receipts for . I gave up on the other 4 items. (Which the 3 jackets all had the tags attached 1 sweater did not). She said I'm sorry you feel I can't help you and I told her no your not, you don't care and didn't want to make any effort at all. I stated to her that it's funny how you said you couldn't find any receipts with the clothes on and as I kept saying please look again as I just got my tea cup the first of September and when you did look again there they were you seemed put off. I told her they had tags and all you had to do was scan them and give me a store credit for what the register stated. The items the tags were not on but I had the tags , I even went to the sales floor to grab some of them to show her they were Martha Stewart winter line and you currently are selling them. I buy lots of clothes and when I ordered my puppy I did buy the winter clothes as soon as I saw the store putting them out as small and extra small sell fast. I repeatedly stated my dog is to small for them and they just fall off her she is only 1 pound and 7 ounces and after many numerous vet trips I was recently told she is not getting bigger and she probably won't get any bigger than 2lbs. Your store manager just brushed me off and said do you want the gift card on two or one. Even after she saw how much money I spend in Pet Smart I was still not a customer to her. I just said put it on the same one and I told her I will never shop here again and I will make sure no one in my family does. It is ridiculous that my dog was done at the groomer before my refund was completed. I took the items she refused to give me a credit for back and use the gift card to pay for the groomer , I purchased a donated toy and food with the balance. I just wanted to use it up. I have 4 brand new items that I cannot use because she wouldn't assist me in exchanging them . Can't write no more. Out of room. UNHAPPY Customer read more

Very poor run store not friendly at all went over to get my service dog lead collar nobody would give me the time of day they all were too busy stocking shelves the girl act like she got mad cuz she had to climb down the ladder understand if they have other jobs to do but as a non hearing person it's hard to ask for help read more

if anyone knows where Tracy C, went to work please look me up on facebook at leftwich ron and let me know. she is the only one i will let groom my baby girl. thanks read more

We really enjoy going to this store for fish and dog supplies fairly regularly so we decided to try the grooming services. We made an appointment days in advance because of how booked they were. When we arrived every grooming table was taken and three dogs were waiting. It took the associate 10 minutes to even acknowledge our presence. While we were standing there a gentleman came in to pick up his dog and it took them almost as much time to greet him. And it wasn't even the girl at the front desk, but a groomer in the very back of the room that asked if she could help him! They were very helpful allowing us to postpone the appointment until later that day to retrieve our forgotten paperwork, and I'm thankful they did---we began calling other groomers in the area who quoted us $20-30 less than Petsmart---almost half the price! When my husband called to cancel the appointment he was met with a, "Hullo...whaddit ya say?" They seemed over booked and over worked and we will be going elsewhere, where our dog can have a less stressful and more positive experience. read more