PetSmart

Poor management, run by a bunch of kids who seem to love animals but really don’t have a clue about the products. Their grooming has a lot to be desired as I caught one gentleman as what I would hope was an accidental strangling of a Yorkie because it was not behaving well as it was being groomed. They quickly closed the curtains as I watched in disgust. I was totally appalled and would not even take a rat there to be groomed.

Pethotel left us stranded the day of boarding. I will never go here again.
We scheduled to board our cat with this facility 2 weeks in advance. When we arrived The staff at reception was rude and unfriendly from the beginning. We had completed all the paperwork and disclosed our animals health issues (she is blind and takes some medication) at the initial booking call 2 weeks prior. They spent about 30 minutes in the lobby and kennel area, talking amongst themselves and not sharing with us any issues, before coming back out to say they wouldn’t accept her as a boarding guest due to her health concerns and blindness– WHICH THEY KNEW ABOUT WHEN THEY ACCEPTED OUR RESERVATION. we were left stuck on the day of our flight with no place to take her.
I can understand their concern about liability, but accepting a reservation with the health issues stated then telling us day of she couldn’t stay AND MOSTLY THE REALLY POOR ATTITUDE AND TREATMENT BY THE STAFF earns my one star review.

The worst PetSmart store. I work in retail and I never seen such a horrible staff or management team. They don’t help you and you have to go to the front desk and ask for someone to help assist you and even that you would be lucky if they come to help.
They overcharge you and it seem your problem not theirs.
They don’t know how to apologies and Im so surprised to see such a horrible customer services.

This review is only for the groomers and not for any other part of this Petsmart location. Yesterday, I called Petsmart in Sterling to make an appointment and they were booked up, so I proceeded to check with the Reston location. I asked the gentleman on the phone if the groomer for my dog, Chris, was gentle and experienced because my dog gets anxiety. He reassured me that this groomer is great. So, my boyfriend and I took my 8 lb mixed breed dog to get groomed. About three hours later, and much to my horror, I receive the dreaded call. The grooming manager said that my dog got a small nick underneath his right hind leg near his hip, that he bled a little, they got it under control, took him to Banfield, and the vets were looking at his wound. She told me it was small and this is routine, but she did apologize profusely and said that we would not be charged for the groom or the vet expenses and that we could ask for the manager when we arrived. We ran over there after hanging up. The vet decided the wound needed to be stapled. She gave him a slow release antibiotic that will last about two weeks and pain medicine while he is healing. On top of that, she put four staples to close his wound. The vet techs were wonderful and the vet, Dr. Cabrera (I think that’s right), did an excellent job. They asked me about his medical history and medications before giving him anything – which is standard, but was hugely appreciated. The store manager came out to talk to us and my boyfriend expressed our shared frustrations because this is the second time a Petsmart grooming location cut my dog. To put four staples in, someone was not paying attention while shaving him, and this is both unacceptable and inexcusable. The store manager, Tony, apologized many times and listened to my boyfriend – which is good because he was livid. He let us know that he talked to the groomer and discussed how to prevent this from happening in the future, but not sure if he was pulled off the floor or if he will go through further training. He gave us his card for another free groom either at his location or the Sterling location, but I don’t think our dog is going back to another Petsmart to be groomed. I give the vet, techs, and the store manager credit for handling the situation, but the grooming service? We never saw our groomer and he never came out to apologize to us. What a nightmare.

This Pet Smart is pretty bad. Rude customer service. There is one man there who is friendly and asks if you need help. But other than him, nobody goes out of their way to help you with lifting heavy items or helping you to
your car with heavy items. I was there when a young woman fell on the ice outside walking to get into the store. I didn’t see her fall but she shouted at me after she had gotten up to watch out. I was very appreciative and am sorry I didn’t make sure that she wasn’t hurt although I did ask. She explained to someone in the store that they might want to put salt down and that she had fallen while in the cross walk. Although I wasn’t paying that much attention, she seemed upset even after explaining what had happened and I don’t think they did anything to improve the situation. I will no longer be giving my hard earned cash to this Pet Smart.

I much prefer the Tyson’s location over this one. While they always seem to have everything I need here, they don’t have the greatest staff in my opinion. They don’t always seem to be as willing to help me out or want to answer my questions. I’ve gone in to ask specific questions before, and left only to have had to look up the answer to that question on the internet. The employees working the cash registers seem to be lacking the proper knowledge or training at times as well. Aside from the staff concerns, this location is just as good as the rest of them.

Took my little 6lb. One year old Morkie here for a full haircut, nails, bath, etc. I had made an appointment with Samantha the day before via web. The haircut looked pretty nice, overall I was happy but it wasn’t till later when we got home that my baby started bleeding. She was bleeding so bad I didn’t know what had happened to her. When I looked it was coming from her back paw from one of her nails. The lady had cut the nail so short as soon as my dog went up the stairs it had started bleeding. I get my dogs nails done at petsmart salon all the time just because I don’t want to do it myself and hurt her so this left me very disappointed and upset. It has never happened before but that’s because I usually take her to the petsmart in sterling and the last visit at petsmart in Reston confirmed that I should of never stopped taking her to the sterling location even though I live around the corner from the Reston location.

Picked up my two dogs after one week boarding and found they were sleeping on concrete. No bedding to be found. I took a picture since I could see their room from the front desk and sent the picture and complaint to the company, but still have no response This happened in April.

I have my 4lb Yorkie, who is 10yrs old, groomed at this location every month.
His normal groomer, Chrissie, who is FABULOUS, was out sick today, though we had a scheduled appointment for this morning.
When I went to retrieve my dog, I noticed right away that the trimming on his face was very uneven and not done well. I also noticed that my dog did not smell like he’d been washed and his face was still pretty dirty. I was also pissed that he had no ‘pawgress’ report, because his stand-​in groomer, James, ‘just didn’t have time’ to prepare one.
After several hours to calm down, I called the store. I asked to speak to the grooming mgr, who would not be available until 21 Sept, and then reported, to James the groomer, about my poor experience today. He did not offer an apology, and promptly transferred me to the store mgr. The store mgr on duty was almost as bad as James. She didn’t know when the ‘other’ store mgr was coming in and she couldn’t ‘do anything’ for me.
This whole experience was a customer service NIGHTMARE.
I am now forced to call tomorrow, to be offered a ‘comp’ grooming, which I do not want.
Note to everyone: if you use this location’s grooming services, ask for Chrissie! If you get James, be prepared to be upset!

Imagine going to get your hair styled and cut and the hairdresser slices the back of your head with a wound of 12 stitches! This is exactly what happened to my friend; Susan who took her Labradoodle to get groomed.
There was no wait time when she took him in for his appointment. She busied herself visiting some of the shops in the shopping center. She informed the, that she would wait for Marco. The manager came out and told her that there was a «small problem». Marco had a wide open gash on his abdomen. Initially they were trying to tell the «accident» was not their fault because he had so much hair. Then they tried to say the incident had occurred at her home. Finally the manager fessed up to the possibility that perhaps that PETSMART may have been culpable.
I question that a professional groomer could have done that type of damage. My take is that in all probability one of the assistants were grooming him. Nobody would say. Pet Smart did pay Marco’s vet bills.
A word to the wise is sufficient. Check out who is going to be working on you beloved pet.

We are absolutely furious. We just moved into Reston and have loved going to the PetSmart in Chantilly for years. Our bulldog has been going to doggie day camp for their for over 2 years. He first two times we took our dog to this location I brought her in for day camp (playing all day) to find out she was just in a crate all day for day care. After picking her up and getting upset the magnet stated that day camp was full so she just stayed in the crate. THERE WAS NO MENTION OF THIS WHEN I DROPPED MY DOG. We are never taking our dog here again and if you go here make sure they aren’t charging you for «camp» when you dog gets «care»

This review pertains to the grooming center only. I took our puppy there today, for puppy grooming. The groomer insisted that our dog needed to be shaved. Our dog had been brushed but had played in the rain that morning so was not looking very coiffed at the time. The groomer pulled out a very fine toothed comb and grunted and groaned as he attempted to comb through our dogs hair While combing our dog’s hair which was about 1 and ½ to 2 inches long, our puppy didn’t flinch because she was not matted and the groomer insisted that she was matted. This is one of those common situations whereby it’s easier to shave the dog, than truly groom and clip the dog. The groomer said they couldn’t do anything but shave our puppy because their policy is to not hurt the dog. Dah. of course not. I will never go back.

This place is ok, if you just want to go in, get your stuff and leave. There is no personal feel to this store at all. I have gone in with my dogs a few times and barely even had a staff member say hello to me. Which is a shame. But like I said, for a quick purchase it is fine. The grooming was good though. $ 10 to do my dogs nails and they came back way shorter than I could ever get them! so was much easier for me to keep on top of after that! thanks!

This is a very busy location and parking can be a little bit of pain since there are other stores within the parking lot. This location holds adoption events on the weekends and can sucker any animal lover.
I shop here for my cat because this place sells her kitty litter. I of course haven’t took my cat here but there is always dogs around. I love it because honestly I am a true dog lover. I just can’t have one because of my current living situation.

I like this Petsmart, but I love the one in Tysons more (hence the 4 stars). This one feels crammed, and less spacious. All the employees are friendly, and the store is always clean, but I just wish this store was bigger! I also wish the parking lot was bigger; it feels small because it shares a lot with other stores.

I like this Petsmart. They often have things the Fairfax and Springfield stores do not (maybe they are less busy?). Everything is easy to find and they have the standard PetSmart fair: pet grooming, pet adoption, pet hotel, training, Banfield Pet Hospital, among all the various animal goodies for sale.
The staff is friendly and the store is clean.
This location is a good representation of the brand.

This is one of my favorite locations-​probably because its local, but I have been to the Sterling store and Fairfax, I find the people here much more friendlier and the layout easier to navigate. On the weekends they do pet adoptions, so I sometimes like to come here to see the homeless cats and dogs. Have never used their grooming services though I called to schedule an appt for my persian once and that was like pulling teeth, there are very limited time slots available for cat grooming. Never used the pet hotel, but the dogs in there seem very happy. I have used the vet, Banfield, please see my review, the staff seems very friendly and my cats are at ease with them which is a good sign-​there are just other issues that I am not satisfied with.
The bad:
It seems like they run low on things and don’t stock up that quickly. My cats are on Natural Instinct wet food and the Kitten food is always out. The chicken flavor is always low-that’s a little frustrating.

Only nice thing to say is that our dogs came back to us alive. Something happened at the Reston Petsmart hotel and no one there would give us a straight answer. Our very socialized young dog came back to us terrified of all people and scared of any loud noise after a single night there. The response we received was that Petsmart sells a variety of pheromone collars that will help with his mood.
Take your pets ANYWHERE other than this place for boarding.

Note: This review is *only* for the grooming services. This review does not apply to this location’s other services (store, vet, kennel).
Yesterday, my husband brought our dog in for a bath and nail grinding. He was there for about 3.5 hours. When we got him home, we discovered that his nails had not been touched.
I called this morning and asked if we could bring him back to get the nail grinding done. I was transferred to a manager, who apologized for the problem and assured me that we could bring him in anytime, as nail grinding is a walk-​in service, and took our name so that we could be seen immediately.
My husband brought our dog back just now, only to be told that because our dog is supposedly a biter, they couldn’t do the service. When he asked why we’d been charged for something they didn’t do, he was referred to the same manager. The manager refunded the money, so we have no complaint with her; however:
1. The groomers lied, charging us for a service they did not perform.
2. They did not tell us that they couldn’t do his nails; we would have taken him elsewhere if they had.
3. The groomers failed to tell the manager about the issue, so we came back for nothing.
My husband took our dog over to the Banfield vet, who kindly cut his nails on the spot (and, I might add, without any biting issues).‘
Although we will continue to use the vet and kennel services, we absolutely cannot recommend the groomers, and we warn anyone who does to be sure you actually get what you’re charged for.

I like this Petsmart location. It’s convenient to my home, well stocked and logically organized, and the sales staff is friendly and helpful. Since I am a new pet owner, I have lots of questions which are addressed competently and personably by the seemingly knowledgeable staff. I appreciate the helpful hints and recommendations of respected literature so that I can better educate myself on how to train and care for my dog.
I took my dog in for grooming and he seemed to have a great time being pampered. He practically smiled all the way home, looking dapper and enjoying the fuss made over him for being such a handsome boy. I’ll definitely return with my pooch for grooming and the nice selection of treats!