It's been almost two years since we've adopted our pooch and we're still bringing her here regularly for grooming. That says it all, basically. We still feel extremely lucky to have met Masae-san and the other wonderful and loving staff here. Ours a very wiggly kinda pup but not once were we disappointed with the results. People here are still as friendly, helpful and affectionate towards our four-legged family member as the first time we ever walked in. One thing did change though: you can now book your appointment online with the groomer of your choice. Super! Paws-down the best grooming salon we've ever been to. Highly recommended. read more

The staff here are really friendly and helpful. Big variety of pet food, toys and beds. Unfortunately the selection of cat scratching posts was very sad. There was only a few to choose from and they all looked really low quality. You could get a better one at Walmart, now that's pathetic. On the plus side, they had 3 adorable kitties up for adoption. Hopefully they all get good homes soon. read more

Did notice a betta floating upside down. I have bred them in the past myself and know he is dying. I asked the manager if I could take him home to help before he was beyond help. He said no, I have to pay full price. He said they have facilities back in the back to care for the sick ones. Is this true?? I was very upset. read more

After this appointment at Pet Smart Groomers Richmond, our baby was licking her tummy then at night she had licked it raw, she threw up a strange brown blob, we had never fed her. She got sicker over the next day until she was shaking, she never ate again. We took her to the vet and she died from toxic poisoning.  She was bouncy and happy before she went in, after she was sad, slower and got worse and worse. Ask this grooming salon if anyone fed her anything or if there are any toxins the dog could ingest, they need to be careful for other dots. See the documentary "Pet fooled" the strips from China are toxic and lead to many similar dog deaths, don't let your employees feed them. They may have sprayed chemical cleaners and she licked it. The rest of my life I will regret not taking the time to groom her carefully myself. read more

Loved the grooming service, the prices were affordable and they did a way better job with my puppy than doggie six, who charged over $40 for just a bath and nail trim, and they did not clean her ears. Here in Petsmart, for only $14 included a bath, nail trim and ears! They also gave her complimentary cookies! Loved the service, will start going in there from now on. Mimi was awesome as well as all the other groomers! read more

Great selection of pet toy and foods, when I used to buy for a friend's cat. have to say the prices are even better than Superstore's. Close to tim horton's. read more

I buy all pet supplies in this store since they open, but very upset yesterday they not selling me a fish that they think my tank is not big enough??? Ask too much questions to over run people's privacy? Why pet smart have this policy or those staff need special training? read more

This review has been a long time coming. I moved from California to Richmond a year and a half ago and had been looking for some really good groomers for our two furkids. Enter Masae and Gretsel. These two are really good at what they do! I've never seen anyone groom pets as good as these two. Our miniature poodle have always had a mohawk eversince he was a puppy and he always comes out looking really spiffy compared to when he was getting groomed in California (which was him coming out looking sickly btw). Masae really knows what we want and delivers it. I can happily say I've been really happy from the start with the service here and have always requested Masae for our poodle. We're also happy when Gretsel gets to groom our chihuahua mix because she's also very good and meticulous. At the end of the service, they always give us the Pawgress Report Card and free treats for the furbabies! The staff in the sales department are also very helpful and they always greet you with genuine smiles each time you come in through the door. It's always a good experience coming here. read more

Love coming here! The staff is always super helpful especially if they don't know something they'll ask someone who does. However my brother does work at a vet and there are things he mention (good and bad for dogs) that I wish the sales would had told me. But besides that if something doesn't work out and the package is open you can return it. Tip: check next door dollar store first because they have some treats for pets for only $1-$2 read more

Best place to shop!, awesome staff!, they'll go above and beyond to answer your queries. I love going there

Very friendly staff, cheap prices, adorable store pets, and great selection! My one gripe would be that it stocks EVERYTHING, including things that may not be the best for some pets. If you do your research on products beforehand however it is a fantastic store. read more

We went to get our first pet, hamster, and we never had a pet before. Their staff explained all the details we need to know. We weren't happy with the cage we got and they exchanged the cage after we brought it back although we used the cage for a week. They have very patient and friendly staff We always go to Pet Smart to buy anything we need for our hamster read more

Love coming here! The staff is always super helpful and very friendly Go there if you want good quality things for your pets and excellent advice. Our dog loves coming with us on food buying trips b/c he always gets a warm welcome and a treat ;o) Everyone needs to shop here if they truly care about their pet! read more

5 star for the store, 0 for the grooming service. Broke my cat's nail. He's traumatized when I tried to touch his paws. I trim his nails on a regular basis never had any problems. Not sure what they did to him. Never bringing him back. Very very sad. read more

I adopted a kitten through their location. They were extremely helpful, screened me in the best interest of the kitten with the money going to charity. They gave me a coupon book and a free bag of food, a kitten starter kit. I got additional education regarding some safety with my new kitten. They didn't push any specific products on me when I went to get products but they did educate me to which products would be better and why. They also surprised me by putting some toys in the carrier. The manager there was fantastic. Great service! read more

There are only 2 Petsmart locations I will go to: Richmond and White Rock. They are so sweet here and genuinely care about your pet. They have great customer service and I think it starts with management. Very kind people work here. read more

I used to come here when I once worked in Richmond for toys. Customer service was decent. It is large and I do question some of the quality sources for food, however, for toys = okay. Pets never look happy. read more

Ever since acroid pets closed down I have been coming here. The service at this PetSmart is ok, sometimes it takes awhile before somebody helps you. And also there is usually only one cashier so it takes a bit for the line to get moving on a busy day. One bad thing is they seem to always run out of some stuff fast, like meal worms for my pet iguana every once in a while. Either than that the store seems to be pretty good. read more

The place is alright There arent much sales and i expected more variety on the dog toys in the semi large store There is a training area and show cats that need to be rescued read more

I've been grooming my dogs at pet smart Richmond for years and never had a serious issue. My new puppy I've been grooming him here since I got him in April and get him groomed about every 3 weeks. Well yesterday I got my dog a bath from Madison B and my dog came back with one eye covered by his hair and one eye showing. Today I decided to call the 1888 number and let them know how my dogs hair wasn't supposed to be cut but was and done horribly. Customer service told me to call the store back and explained to me if I wasn't satisfied that they'd re do the service. I call the store and are informed the grooming salon manager wasn't in but they could get me a call from the store manager Kaz, two hours and 45 minutes later they call the number on the file which isn't mine and I told them to call an alternative number which I gave the lady when asking for a call back. I call Kaz back and inform him about how my dog came in for a bath but somehow got a horrible cut on his face hair. Kaz implied I'm lying as 4 people in his salon saw that my dog was never scissored and he isn't sure how that could be. I've never complained once and the first time I did I was treated like a liar. Kaz continues to let me know how my dogs nails weren't even done which they were so I knew someone was lying. I informed him my dogs nails were actually cut and I know this because they weren't filed after which I didn't complain about, then he back pedals and said they new shaved his paws? So unprofessional pet smart really needs to step up the customer service, so disappointed. Never will be going back read more

The employees from Vancouver location are the most rude people I ever seen not willing to help or to show minimal interest to serve you. I have been to this location to buy a hamster for my daughter.I was willing to buy everything required but the lady told me that she can't sell me and I should come first to buy the cage and everything required and after the hamster. I have done what she said and a week later I came at 8.10 pm after work to buy a hamster this time another woman told me that's her time to go home and would not sell me a hamster it was more than 40 minutes to hand me a hamster but obviously as rude she was not even considered.My daughter who was with me was very disappointed. While I was leaving she said something about me behind to another worker from there something of the effect how I dare to come at that hour and expect to happen. I was a client with this store for 10 years but to made me feel that I have to beg to shop at their store .These people have no empathy or passion they work there just to get their salary and to let you know at 8 that is their time to go home when clearly the store was closing at 9.00pm read more

Terrible customer service. They demand your personal information to take advantage of sale prices and they won't tell you what they're doing with that information. I just wanted to save a couple of bucks and they want my name, address, email and phone number. The same sales I've taken advantage of many times in the past are now unavailable to me. I'll shop local from now on, there are 100s of places to buy petfood. Oh and PetSmart will NOT get any referrals from me in the future. read more

Staff seemed a bit preoccupied with their own conversations. Manager was very friendly and knowledgeable. Place was stocked up and looking good! read more

About a week ago, I went to Petsmart store, Richmond and wanted to buy 2 small black gold fish @$4.99 each. The manager ,Nick, refused to sell them to me for the reason that my fish tank 48" long 75 gallon housed with 6 small goldfish is overstocked [not big enough to accommodate 2 more small goldfish]! I was puzzled by his answer cos I really don't know what is the basis for his decision on the number of goldfish in a large tank. I am a fish hobbyist for many years. Surely 8 small goldfish can live comfortably in my 75 gallon tank. Should they one day grow to very large ones, I would always reduce the numbers or put into a bigger tank. It's up to me to worry and not him. I am a regular customer of Petsmart Richmond and bought fish many times.This is the first time I was asked with such ridiculous and unrealistic question by the store associate and notwithstanding my answer about the size of my tank, he was adamant and prejudicial in his attitude.! Clearly this is poor and unfriendly customer service displayed by Nick. I felt upset and offended by the way he confronted me. I cannot refrain myself from lodging my complaint against Nick who claimed to be the store manager. I hope this matter will be tackled by his superior responsibly and promptly. read more

My pup and I used to enjoy our visits to this location, but that all changed on our last visit to the grooming salon. We stopped in for a nail grind, something that has never been a problem in the past. My dog can be nervous and anxious when it come to nail trimming but the usual groomers had been able to handle him no problem in the past. On this visit there was an employee I didn't recognize in the salon, they ended up working on my dog. I was told they would page me when he was ready for pickup - the usual procedure. The employee doing the nail trim seemed inexperienced and rather nervous. I wandered the store for quite some time before I decided to head back to the grooming area. I was an aisle away from the grooming area when I heard my poor dog crying. I observed, out of his eyesight and saw a second employee (retail, not salon) enter the salon to attempt to assist. It was at this point I had seen enough and entered the salon to rescue my poor boy. At this point a more senior groomer offered to take over. I agreed but at this point my poor boy looked absolutely traumatized. Once we got home and I was able to look at his feet it was pretty obvious not a lot had been ground/trimmed. I had been a fairly regular customer up to this point but I can say with certainty my dog and I will not be back. read more

The staff is great, very friendly and knowledgeable. The pricing is good. Can't beat walmart but the quality is not as good.

Handy parking, and good service. It's a fairly new store. They need a bit more selection of cat foods. Otherwise a good place to shop with good advice on pet care. read more

Me and my dog love Masae! She is really nice and she is very good with dogs It was our 2nd time with her 5 stars for her but 3stars for the store. I booked my dog at 3pm and got him at almost 7pm I understand it was very busy. But what's the point of booking an appointment? We had an event to go to at 5pm so we missed it. I spoke to one of the staff and I was looking to get the 25% discount for evening groom that was posted on their website since my dog ended up late. anyway, none of the staff knew what I was talking about and didn't even apologize they called the manager who had no idea about it too. read more

It may have helped that I had my puppy with me, but this was hands-down the best customer service experience I've had in a long time. These people are super friendly & are genuinely interested in helping out. Thanks for the great help getting what we needed & even throwing in some treats & training too! Highly recommend this place for your pup's needs :) read more

From the moment Petsmart opened their Doors in Richmond - I have had nothing but fabulous treatment - the acknowledge you as you enter the Store with a Smile and ask if there's anything they can help you with ( I always need Cat Litter which is extremely Heavy) and take it out to my car!!! everthing else I need is no problem!! I would definitely recommend them read more