PetSmart — Local services in Roanoke

I made a grooming appointment for my small (7 lbs) Maltese mix shortly before Thanksgiving.

I scheduled an appointment for 11:30 AM. By 2:30 PM, I hadn’t received any updates, so I called to check in, as three hours seemed more than sufficient for a bath and cut. The woman I spoke to informed me that it was my dog’s “first cut,” which would take longer. I clarified that my dog had been groomed multiple times at another PetSmart location. Despite this, she insisted otherwise and was dismissive when I asked for an estimate of how much longer it would take. Eventually, after some back and forth, she reluctantly allowed me to speak with Ryan, the groomer.

Ryan was much more professional, and he informed me it would take an additional two hours. However, exactly two hours later, I received a call saying they couldn’t finish the cut because it was “unsafe.” I was told my dog was biting at the scissors.

When I finally picked him up — 5.5 hours after the initial appointment time — his grooming was incomplete. While the front of his face was trimmed (arguably the most challenging part if he was indeed biting), his ears, the back of his head, paws, and underbelly were left half-done. His overall appearance was unacceptable, and frankly, I could have done a better job at home.

I’m struggling to understand how such a small dog, with a simple cut, could take this long, especially with such unsatisfactory results. If the process was unsafe, how was his snout fully trimmed while the back of his head wasn’t touched?

I ended up having to pay full price for an unfinished cut and subsequently paid to have it corrected elsewhere.

I’m sharing this not only because of the poor grooming experience but also due to the unprofessional conduct of the woman I spoke with on the phone. Customer service is crucial, and dismissing a client’s concerns in this manner is unacceptable.

I hope this feedback is taken seriously. I won’t be returning to this location, but I hope improvements are made for the sake of...

Usually petsmart has been my go to, but I will never EVER use this one again. The grooming department had my dog for a few hours longer than they said that they would and basically just made it seem like me calling to Check if she was ready because I was in the area seemed so outrageous of a thing to ask. They were extremely rude to me in their mannerisms each time we spoke and did not make me feel like they even wanted my business. So how do they treat the animals? When they finally called me to come pick up my dog about 2 hours after the promised 4 hour time slot, my dog kept squatting indicating she needed to go to the bathroom. My dog does not go on the floor she always goes outside and for her to be squatting means she had not been let out to go at all during her stay, forced to be in discomfort. She instantly went outside with me before I could even have the chance to pay and did her business. So I paid, extremely fed up with the situation and swore to never use them again. Don’t waste your money or time. On another account I went in just to look and purchase something. My husband and I both entered and the cashier near the door was just looking at his phone. No acknowledgement or welcomed greeting. We were there for 5 minutes and didn’t find what we were looking for and left without an acknowledgement or farewell greeting. I am completely baffled at the sheer lack of respect and friendliness this store has and have not/will not...

Kudos to the manager at this location because I stopped by yesterday to drop our dog off for grooming and my goodness it’s so obvious why this petsmart location is the best rated around. I believe it was Maci who checked in our fluffy boy and I really hope that was her name because she was soooo sweet to me and my daughter!! And then like always we stopped by the fish because my daughter loves watching them swim around… that’s where we met Raven who was incredibly knowledgeable and friendly and showed my daughter all the cool spiders, scorpions, hamsters, and birds. My daughter left the store so incredibly happy and I will forever be grateful to Raven for turning it into such a cool unforgettable experience for my 3 year old daughter. And lastly Eastons grooming skills are out of this world because our massive fluffy hyper pup was a mess when we dropped him off and he was the cleanest best smelling teddy bear when we picked him up! If you’re looking for an incredible trusty groomer for your pup I highly recommend Easton!! Everyone at this petsmart location just seems to genuinely love what they do and thats obvious through their incredible...