I am not someone who typically leaves a negative review without first giving the business an opportunity to address the problem. As a business owner myself, I know how frustrating it is to be blindsided by a bad review when you were never given the chance to correct the situation. That is exactly why I contacted the store manager before writing this. I have taken my dogs to various PetSmart grooming locations for years and have generally had good experiences. I have three doodles with very different coats, so I am also very familiar with grooming, brushing, and matting. This visit was for my smallest dog, who weighs only 3.3 pounds and has very little hair. I primarily brought her in to have her nails ground and decided to add a bath and brush. When I arrived, I was offered additional grooming services, including approximately $20 to trim around her face, which I declined because that is something I can easily do myself. The groomer, Kaylee, checked her coat and agreed there really wasn't much there in terms of matting. I completely understand that a groomer can sometimes discover a mat once they begin working. However, when I checked out, I discovered an additional $10 de-matting charge on my bill. No one mentioned the charge beforehand, called me for authorization, or even told me about it at checkout. This dog is 3.3 pounds and takes me less than two minutes to brush from head to toe, even if I find a tangles. Brushing was already included in the service I purchased. Had someone contacted me and said additional de-matting was necessary and would cost extra, I would have declined it. The amount is only $10. The issue is not the money; it is the principle of adding a service and charge without asking me first. Unfortunately, that wasn't the end of the experience. After getting my dog back, I was petting her and found a flea on her. My dogs and cats do not have fleas. I understand that PetSmart deals with animals all day long and that an occasional flea can make its way into a grooming environment. I wasn't expecting anyone to claim that could never happen. I simply wanted the store to be aware so they could check the grooming area and address it if necessary. Instead, I ended up spending another approximately $40 at PetSmart on flea treatment because I wasn't willing to risk bringing a flea problem home to my other animals. Before posting this review, I called the store manager specifically to explain what happened. I was not asking for a refund, free services, or a discount. I wanted her to know about the unauthorized charge and the flea so the issues could be addressed. What disappointed me most was the response. Rather than acknowledging my concerns, the manager told me there was essentially no way the flea could have come from their grooming area because they disinfect after every animal. I understand that they have cleaning procedures, but saying it is impossible for a flea to be present in a facility where numerous animals are groomed every day is difficult for me to accept. Instead of simply saying, "Thank you for letting us know; we'll check into it," I felt as though the responsibility was immediately pushed back onto me. The same thing happened with the de-matting charge. Rather than acknowledging that I should have been informed before an additional service was performed and added to my bill, the charge was defended. I was told that none of her groomers ever overcharge for services. That is ultimately why I am leaving this review. Mistakes and unexpected situations happen in every business. What matters to me is how a business responds when a customer brings a legitimate concern to its attention. I gave this location the opportunity to address my concerns privately before posting anything publicly. I wasn't asking them to give me money back--I was asking them to listen, take responsibility where appropriate, and make sure the same thing doesn't happen again. Just fix the problem so it doesn't happen again and to protect other animals for unwanted fleas. Unfortunately, I left that conversation feeling that this location was more interested in explaining why nothing could possibly have been their responsibility than in addressing the concerns of a longtime PetSmart customer. My advice to anyone using grooming at this particular location is to review your bill carefully and make it clear that you do not authorize any additional services or charges without being contacted first. And if you do have a problem, based on my experience, don't assume management will be receptive to hearing about it. I have had good experiences with other PetSmart locations over the years. This review is specifically about my experience with this location and, more importantly, how management handled the situation when I tried to address it directly. read more

Three stars are only because Alyssa was super helpful and welcoming. The store was clean but small. However, the amount of gold fish in a small tank was beyond disturbing. I have never seen that many feeder fish in such a small tank. Yes, I realize store typically pack fish into a tank but this was beyond that. Think an around a 20 gallon tank with at least 100+ medium sizes fish crammed inside. They looked distressed and I can guarantee that the oxygen was low. Not a good look PetSmart. read more

Our dog was there for over 5 hours and still had mats behind her ears even though I had specifically asked for them to be removed. I called and talked to the manager and nothing was done. Obviously, we have since gone elsewhere. read more

Overpriced, they don't really look like they're really taken care of their stuff. Staff doesn't seem to be very thorough about what they're doing read more

The PetSmart app said the location was open until 7pm Sunday. Show up shortly after six to an employee refusing to unlock the door. I'll cancel my order. Horrible service. read more

A lady greeted me when I walked in but I then stood and waited for 8 minutes, until someone asked if I made an appointment. when I said I had called, the store associates just stood and looked at me. didn't ask anything else, etc. read more

Came into this store last night, because my son wanted to buy cat toys, with his own money. We were greeted immediately, and of course had to migrate straight over to the adoption area. Where we all spent about 5 minutes fawning over the adorable cats. My son asked me to escort him over to the toy area, and he chose about 5 small toys. Some had catnip and a few didn't. He really enjoyed deciding which ones to ultimately purchase. While I went around to the next aisle to scope out the fish section, my husband headed to the counter with our son, to pay. By the time I was done looking, the transaction was almost complete, but, I did get to see the associates final few moments, while interacting with my son. She was patient while he tried to figure out how to put his change back into his wallet. She was kind to him when a few coins fell from his hand and he bent down to grab them. And, she genuinely smiled at him while handing him his bag of loot, and told him to enjoy the rest of his evening. For my family, the way this woman composed herself, even to a little, fumbling, boy, is what will bring us back. Pricing can be higher, (not that it is) the store can be a little chaotic, (not that it was) or the wait can be excruciatingly long (it wasn't). But, if the employees treat us (all) with kindness and respect, we'll be back, and happily spend our money. read more

PetSmart - Storefront - Pet Groomers Near Me - Winchester, Virginia

We went to this store for the first time tonight since Petco on our end of town relocated. It is a VERY SMALL PetSmart, but had what we needed. Very small area for this and such. The team working tonight were very sweet and helpful (as my husband admired their kittens and cats in there). Would definitely recommend if you're going in for food and basic animal needs. read more

I just had a pretty shockingly cold and negligent experience at the Petsmart in Winchester VA at Rutherford Crossing. I just found out about a diagnosis of a heart condition THIS MORNING. I haven't even seen the cardiologist yet to thoroughly even understand it. I am an older single mother in not the best health but I fo my best for my 8 year old son and our variety of animals. I don't have any help and can't afford any on disability (for something else). While in the store, I began to feel tired, hot, sweaty, dizzy and was having trouble breathing after lifting heavy 40lb. cat litter, a large box of canned dog food, and 2 boxes of canned cat food and putting them all in the cart with my 55 lb son and pushing the 120+ lbs around the store. After a few minutes I knew I was having some sort of cardio- pulmonary distress and the mask over my mouth was making it worse. I had already taken it off of my nose but it wasn't improving my condition so even though there was only one other customer in the store at the time that I could see, the cashier behind the register and a few more in a room behind her, I scanned the store and made sure I was as far away from everyone else as possible before I pulled down my mask so I could catch my breath, cool down, and bring my heart rate under control. I was more than 20 feet from the closest person who was the cashier...who was behind a plastic barrier. Its easy to understand that she didn't know why I pulled down my mask when she TOLD ME STERNLY THAT I NEEDED TO PULL UP MY MASK OVER MY MOUTH, so when she did, I TOLD HER that I have a heart condition and that I was feeling out of breath like I was having trouble breathing and needed to pull my mask down for a minute to catch my breath. I wasn't remotely near anyone and I think there was only one or two other customers in the store. Its not like I went im there without a mask or was running around in a thicket of people coughing on them. I was just trying to make sure I wasn't heading down heart attack lane. The response I got was astounding. I am 53 next month with severe rheumatoid arthritis and walk with a limp. When I told her I had a heart condition and was having trouble, it was clear I was having trouble breathing. Any person worthy of a mother or a grandmother should have said, "Oh, I'm sorry, take your time...is there something I can do to help you? Would you like to come into our breakroom here and sit down for a minute and put your feet up? Can I get you a drink of cold water (all recommended for heart issues). Nope. She simply stared at me coldly confident in her right to tell me to shove that mask over my mouth while forgetting to be a human being. I could have been her mother. Would she want her mother treated like that? I felt like she would have rather me leave the store and have a heart attack than violate the store policy on mask wearing. I think the training on mask wearing has gone too far if employees can't or won't take into account potentially health threatening situations when no one is even within 20 feet of the person needing a mask break. Why couldn't I leave the store? I had my son in the cart, all my stuff, I was done shopping, it would have taken more energy to get my son out, get my purse and drink, park the buggy, walked outside the store, walked over to the bench, had to watch my son to not run in the road... or just pull my mask down, lean up against the display and take a minute to breath. So when I told her of my condition she stared back blankly as if to say "so?!?"... I followed up, thinking maybe she didn't hear or didn't understand with, "If I have the mask over my mouth right now, I feel like I can't breath. Honestly, I never felt that bad before and didn't understand my condition yet, so I was trying to be cautious and not having a heart attack, stroke or pulmonary embolism right in front of my son! I WAS SCARED but not trying to show it in front of my son. i just wanted to catch my breath... I could have had a heart attack or worse if I didn't address the situation. So I pulled my mask over my mouth and was still in distress. I walked up to check out. I was out of breath as I'm sure she HAD to notice. She seemed annoyed. Did she think that I was making it up? By the time I was pushing my heavy cart out the door I was having a pain in the side of my neck and looking for the automatic door button, I was so mad by her apathy and lack of professionalism and manners I think it was making it worse. As I walked out the door I quietly said, but hopefully loud enough for her to hear...."Now I'm having pain in my neck...I hope I don't walk out this door and have a heart attack on the sidewalk out here and die!". She didn't even offer to get someone to help me load my heavy items into my trunk! read more

I took my Chinese Crested Powder Puff in for a groom and the staff were wonderful. They made over him like he was a new puppy. The did a scissor cut on him and it was exactly what I wanted. They brushed his teeth...he won't let me! When ?I went in to pick him up all I got was praise for having such a wonderful dog. He was so proud, he knew he was handsome. Will be going back once they reopen the grooming again. read more

PetSmart - Right after his groom. Still feeling like a peacock! - Pet Groomers Near Me - Winchester, Virginia

I would just like to give a huge shout out to the only girl who assisted me last night, Jan 30 around 5 or 5:30 with my purchases for my puppy. I believe her name was Ashley, she was wearing was wearing a pink hoodie, a senate jacket, glasses, and her hair was in bun. She was super helpful to me. I would like to commend her for her duties of not only assisting me but of assisting a crowd of people along with grabbing gross crickets and taking care of the cats! I could tell she was flustered with all the duties falling unto her and when I asked if she was working by herself and she said that her two managers were also working. I noticed that two girls with lanyards and keys around their necks were standing and talking and not helping at all! There was some boy talking to them and they were acting like school girls all smitten with him. I was appalled that they would allow Ashley to do all the work by herself and they just stood there doing absolutely nothing. As managers of this establishment, they should be putting in more work then their employees and making sure that their customers are satisfied with their store. They did not complete their task at all! For lack of a better phrase, I was completely disgusted by their carelessness and I can only hope that they receive some sort of consequence and Ashley should receive some sort of gold star because she was a super star. Ashley deserves the 4 stars, the two other managers deserve a -100. I recommend that the GM's review the video tapes of last night so that they see what I and a lot of other customers saw. Ashley was busting her ass off and her two other managers were wasting space. read more

Had an ad and they would not honor the prices listed. Said only larger stores sell for the sale price and directed me to a store over 30 minutes away!! I then called PetSmart directly where they said the store should have honored the printed price. Horrible customer service. read more