The Dog Stop - Richmond VA

Leo loves his days at the Dog Stop! The staff are so good to him and deal with his separation anxiety well. Thanks for all that everyone does to make it a great day for our fur babies!!
Mar 15th, 2024

I have mixed feeling about this place as things were good until they werent. ive boarded my dog here a couple times before and hadnt really had any issues outside of some minor scratches on my dog which I just I assumed was from some rough playing. but this time was the first time I had an issue. I got a call early in the morning saying my dog was attacked and that he had about a half an inch long rip in his ear and apparently it was bleeding to the point that they had to take him to an emergency vet. granted these things happen from time to time but I do feel like there couldve been some common curtesy given by the asst manager and owner. Every time theyd mention how they were concerned about my dogs well-being they would immediately follow it up by reminding me of the waiver I signed and how they had no liability for any vet bills/damages, but thankfully the owner of the dog who attacked mine was generous enough to cover the vet fees for my dog. I understand its in their waiver that they arent responsible for things of this nature, but I do think showing some common curtesy would go a long way. whether it be putting some money towards my dogs vet bill or even taking a few bucks off the cost of boarding I think any small gesture like that wouldve went a long way with me having a more positive outlook on how the situation was handled. I kind of look at it like you go to restaurant and u dont have a enjoyable experience, theyre not obligated to give you a refund or anything but most of the time they try to accommodate you by offering you something else or knocking some money off the bill. I just think they couldve made some effort to try remedy the situation. all they had to offer me was apologies and multiple reminders of waiver that I signed and how any damages/fees need to be handled with the other pets owner. and thats not to mention the fact I had to cancel a vacation I had planned to come pick up my dog, so there was a couple hundred dollars that im on the hook for , due to the hotel I had to cancel. So yea if your boarding here just be aware of whats in the waiver you signed and if you happen to run into a situation similar to mine, your going to be on the hook for everything. I will say the employees that ive encountered on my multiple visits there were pleasant and seem to really love and care for the dogs but unfortunately the way upper management handled this situation left a sour taste in my mouth. so needless to say I wont be bring my dog back here anymore.
Apr 3rd, 2024

Mar 15th, 2024

I have been taking my dog to The Dog Stop for a while now. They recently added a canine influenza vaccine requirement due to breakouts in the area. I did not see the email where this update was provided and I unfortunately was not able to drop by dog off for boarding because of it and had to pay a cancellation fee. After trying to figure out my backup plan and seeing the extra expense I'd incur I was quite frustrated. I called to speak to the store team members explaining my frustration, in particular the cancellation fee given my boarding was confirmed. This might sound negative to this point, but the 5 stars is correct! They walked me through how their system and notifications work, what notifications I had selected to receive and updated for me based on what I told them would be helpful for me moving forward. They were graceful and apologized for the frustration and showed genuine understanding while standing on their policy. Too many places deprioritize customer service these days and I am happy to have received such understanding and great communication. Not to mention, they take great care of my dog and he's excited when he sees where we are when I drop him off.
Feb 28th, 2024

Trigger looks forward to going and spending time with his friends. Kelly works hard to take care of our sweet boy
Feb 21st, 2024