Dear [redacted],
Thank you for reaching out to PetSmart. I am sorry to hear about your order. Our team has attempted to contact you to assist, if you have not already spoken to Raquel, please contact her at your earliest convenience at [redacted]
Sincerely,
Jessica
Dear [redacted], Thank you for reaching out to PetSmart in regards to your online order. A member of our online team has let us know that they left a message for you to discuss your unsatisfactory experience. They have also processed a full refund on the order (#0004200204578704). We...
apologize for the inconvenience this has caused but hope you will allow us additional opportunities to provide you with lifetime solutions for the care of you pets. Sincerely,Coral
At no point during my back and forth conversation with customer service reps did anyone mention anything about a 60-day warranty on the harness. This information would have been extremely useful, back when I initially purchased the harness. Now that more than 60 days have passed, this information is useless. As far as you mentioning a lifetime guarantee, I would think that you would take pride in your products and want them to last longer than 2 years. I mean, why would anyone want to buy any Grreat Choice products, knowing that they will fall apart in such a short amount of time?!? In addition, this complaint isn't solely about just the issue with the poor manufacturing quality of the harness itself, but the lack of customer service received. Never in my life have I ever talked to so many customer service reps and got absolutely nowhere; literally, it was just a game of "someone will contact you soon". If someone from corporate had contacted me back in November, when I initially reached out to your customer service, this probably would have been resolved. But I never heard from anyone. This entire thing has been absolutely ridiculous.
Thanks for your reply. Our store manager has attempted to reach out to you but has been unsuccessful. Our store will gladly return the harness for a merchandise card, but will require a receipt for the clippers per our return policy.
Sincerely,
Jessica
Dear [redacted],Thank you for reaching out to PetSmart. I was sorry to hear about your experience at our PetsHotel. Our store leadership has let us know that they have left a message for you to discuss this matter.Thank you,Coral
Dear Kris,
Thank you for reaching out to PetSmart. I was sorry to hear about your experience at our store. I have escalated this issue and ask that our field leadership reach out to you to assist. There was no store location listed on your complaint. We used the...
location closest to your zip code, Saginaw MI. If this is not the correct location please let us know the correct location at [email protected].
Sincerely,
Jessica
indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Rebecca E[redacted]
Tell us why here...
[redacted],
Thank you for reaching out to us at PetSmart with your concern on the pricing. I can certainly have your comments reviewed by the appropriate parties.
I would like to offer you a gift card for $15 so we can keep you coming back to PetSmart.
Thanks again for taking...
the time to reach out with this pricing concern.
Sheri P[redacted]- Customer Care Specialist
PetSmart
To: Sheri P[redacted], Customer Care SpecialistFrom: [redacted]Your response is, indeed rather late. However I chose to "reject" your response as it did not address the PRIMARY issue I faced. I requested that this young manager be written up and re-trained in "customer service." *She did leave me a voice mail (only after she was instructed to of course) not to "discuss my concerns"...she left a message that SUDDENLY they would be able to take our dog in and be "happy" to groom her. I did not respond because, of course, I had no interest in bringing our dog back.As for our experience with Pet Smart....I can only say "thank God" for people who are actually groomers with compassion. My mother's 18yr old poodle with the tumor growing in her ear (not "infection" as your well trained manager chose to call it) was groomed and treated lovingly by a local groomer (just a couple of days after I left your store). I needed the hair in her ears clipped so I would be able to apply itch medicine around her tumor....so she wouldn't scratch and be miserable (which I had explained to your manager). She died a few weeks after my visit to your store. We thank God that this wonderful lady helped us so our old dog's last days were comfortable, pain and itch free. I did share both my experiences with my family, friends and co-workers as well as Face Book. I am happy to say they shared my disgust with Pet Smart and many pledged to support us by NOTSUPPORTING your store. I, myself, have driven all the way to Shreveport just to shop at [redacted] (when Pet Smart is a few blocks from my home). As for the $25 gift card.....If you have already sent it (which I doubt), I will give it to a local shelter for their use. If you have not, then I would request that the monies be donated to a shelter.All I have to say is shame on you Pet Smart. SHAME ON YOU!
Tell us why here...
Hello [redacted],
Thank you for reaching out to us in regards to trying to get your full refund for your poor grooming experience. I did hear back from Sean, the Store Manager at Store #[redacted]. He told me he reached out to you on 5-22-17, and that you would be coming in for your...
refund, and he also offered you a free groom for your next visit. Please let me know if you are wanting more information than I was provided by Store #[redacted]. I appreciate you responding back to me as soon as you can, so we can make sure you are fully recovered and you have received your refund.
Sincerely,
Sheri P[redacted]-Customer Care Specialist
PetSmart
Hi [redacted],Thank you for reaching out to PetSmart. I have escalated this to our eCommerce team who have let me know that they called and left you a message on 1/14 to assist you with this issue. You may return the call at your convenience. Sincerely,Coral
Dear Ms. [redacted]
Thank you for your contact to PetSmart. I was sorry to hear about your visit to out store. I have been in contact with our store management team who has assured me they have been in contact with you and have arrange for a refund of your grooming cost.
Sincerely,Jessica
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Kris F.**
Ms. [redacted] We reviewed your matter and found that you reported an incident to our customer service department on 01/20/2017 at 02:50 PM concerning completely different allegations than you state in this...
complaint. To facilitate an investigation of your allegations of being overcharged for products in our stores, please submit those receipts that you feel you have been overcharged for and any and all proof of this allegation to [redacted], so that I can fully review this claim. Sincerely,Coral
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Bradley P[redacted]
Dear Ms. [redacted]
Thank you for contacting PetSmart. I am sorry to hear about your cat and hope that they are on the road to recovery. We would like to look into this with our quality assurance team, product specialist and vets. Our product specilaist will be reaching out to you to...
dscuss, additionally if you or your vet could fax us your vet bill and treatment notes that will assist our team moving forward. Our number is [redacted]
Sincerely,
Jessica
Dear Michelle,Thank you for your reply. We have talked to our adoption partner on your behalf. While it is not their policy to do so, they are willing to make an exception and return the adoption fee. Our store has attempted to reach out to you to arrange a refund. Please contact them at your earliest convenience to arrange the refund at [redacted]Sincerely,Jessica
Dear [redacted], Thanks so much for reaching out to PetSmart regarding your poor experience. I did receive some communication from Amanda, at your local PetSmart. She informed me that she reached out to you to apologize for what took place and was very sorry that you were not taken care of like you...
should have been. She said that she did speak with her entire team that was working that night and let them know how this situation should have been handled. She said that she offered to have you return your stay, and you told her that you were going out of the country for a few weeks and would not return until mid August. She said that she would make notes on your account and that you can ask to speak to her directly when you return. She is more than happy to make sure you are taken care of and not have to experience this again. She felt like you were okay with this resolution and thanked her for following up.Please let me know if there is anything else that we can do to assist, so that we can ensure that you have a very pleasant experience when you come back.Thanks again.
Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
....This is a bogas #. There is no such # [redacted] !
Regards,
[redacted] Martin
Hi [redacted],Thank you for reaching out to PetSmart in regards to your recent visit at our store. I have been in contact with Monica, the Store Leader throughout the resolution process in which we decided to keep a prescription card for your Pet's food at the two locations you visit often so that you have...
more ease during your shopping experience given your busy schedule. In speaking with your vet, this prescription will expire in July 25th so please fax over a new copy of the prescription to the store so we can issue a new card for you if your vet wishes to maintain your pet on a special diet. We thank you for bringing this matter to our attention and apologize for any inconvenience this has caused.Sincerely,Coral
Dear [redacted],
Thank you for reaching out to PetSmart. I am sorry to hear about your order. Our team has attempted to contact you to assist, if you have not already spoken to Raquel, please contact her at your earliest convenience at [redacted]
Sincerely,
Jessica
Dear [redacted], Thank you for reaching out to PetSmart in regards to your online order. A member of our online team has let us know that they left a message for you to discuss your unsatisfactory experience. They have also processed a full refund on the order (#0004200204578704). We...
apologize for the inconvenience this has caused but hope you will allow us additional opportunities to provide you with lifetime solutions for the care of you pets. Sincerely,Coral
At no point during my back and forth conversation with customer service reps did anyone mention anything about a 60-day warranty on the harness. This information would have been extremely useful, back when I initially purchased the harness. Now that more than 60 days have passed, this information is useless. As far as you mentioning a lifetime guarantee, I would think that you would take pride in your products and want them to last longer than 2 years. I mean, why would anyone want to buy any Grreat Choice products, knowing that they will fall apart in such a short amount of time?!? In addition, this complaint isn't solely about just the issue with the poor manufacturing quality of the harness itself, but the lack of customer service received. Never in my life have I ever talked to so many customer service reps and got absolutely nowhere; literally, it was just a game of "someone will contact you soon". If someone from corporate had contacted me back in November, when I initially reached out to your customer service, this probably would have been resolved. But I never heard from anyone. This entire thing has been absolutely ridiculous.
Thanks for your reply. Our store manager has attempted to reach out to you but has been unsuccessful. Our store will gladly return the harness for a merchandise card, but will require a receipt for the clippers per our return policy.
Sincerely,
Jessica
Dear [redacted],Thank you for reaching out to PetSmart. I was sorry to hear about your experience at our PetsHotel. Our store leadership has let us know that they have left a message for you to discuss this matter.Thank you,Coral
Dear Kris,
Thank you for reaching out to PetSmart. I was sorry to hear about your experience at our store. I have escalated this issue and ask that our field leadership reach out to you to assist. There was no store location listed on your complaint. We used the...
location closest to your zip code, Saginaw MI. If this is not the correct location please let us know the correct location at [email protected].
Sincerely,
Jessica
[A default letter is provided here which...
indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Rebecca E[redacted]
Tell us why here...
[redacted],
Thank you for reaching out to us at PetSmart with your concern on the pricing. I can certainly have your comments reviewed by the appropriate parties.
I would like to offer you a gift card for $15 so we can keep you coming back to PetSmart.
Thanks again for taking...
the time to reach out with this pricing concern.
Sheri P[redacted]- Customer Care Specialist
PetSmart
To: Sheri P[redacted], Customer Care SpecialistFrom: [redacted]Your response is, indeed rather late. However I chose to "reject" your response as it did not address the PRIMARY issue I faced. I requested that this young manager be written up and re-trained in "customer service." *She did leave me a voice mail (only after she was instructed to of course) not to "discuss my concerns"...she left a message that SUDDENLY they would be able to take our dog in and be "happy" to groom her. I did not respond because, of course, I had no interest in bringing our dog back.As for our experience with Pet Smart....I can only say "thank God" for people who are actually groomers with compassion. My mother's 18yr old poodle with the tumor growing in her ear (not "infection" as your well trained manager chose to call it) was groomed and treated lovingly by a local groomer (just a couple of days after I left your store). I needed the hair in her ears clipped so I would be able to apply itch medicine around her tumor....so she wouldn't scratch and be miserable (which I had explained to your manager). She died a few weeks after my visit to your store. We thank God that this wonderful lady helped us so our old dog's last days were comfortable, pain and itch free. I did share both my experiences with my family, friends and co-workers as well as Face Book. I am happy to say they shared my disgust with Pet Smart and many pledged to support us by NOTSUPPORTING your store. I, myself, have driven all the way to Shreveport just to shop at [redacted] (when Pet Smart is a few blocks from my home). As for the $25 gift card.....If you have already sent it (which I doubt), I will give it to a local shelter for their use. If you have not, then I would request that the monies be donated to a shelter.All I have to say is shame on you Pet Smart. SHAME ON YOU!
Tell us why here...
Hello [redacted],
Thank you for reaching out to us in regards to trying to get your full refund for your poor grooming experience. I did hear back from Sean, the Store Manager at Store #[redacted]. He told me he reached out to you on 5-22-17, and that you would be coming in for your...
refund, and he also offered you a free groom for your next visit. Please let me know if you are wanting more information than I was provided by Store #[redacted]. I appreciate you responding back to me as soon as you can, so we can make sure you are fully recovered and you have received your refund.
Sincerely,
Sheri P[redacted]-Customer Care Specialist
PetSmart
Hi [redacted],Thank you for reaching out to PetSmart. I have escalated this to our eCommerce team who have let me know that they called and left you a message on 1/14 to assist you with this issue. You may return the call at your convenience. Sincerely,Coral
Dear Ms. [redacted]
Thank you for your contact to PetSmart. I was sorry to hear about your visit to out store. I have been in contact with our store management team who has assured me they have been in contact with you and have arrange for a refund of your grooming cost.
Sincerely,Jessica
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Kris F.**
Ms. [redacted] We reviewed your matter and found that you reported an incident to our customer service department on 01/20/2017 at 02:50 PM concerning completely different allegations than you state in this...
complaint. To facilitate an investigation of your allegations of being overcharged for products in our stores, please submit those receipts that you feel you have been overcharged for and any and all proof of this allegation to [redacted], so that I can fully review this claim. Sincerely,Coral
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Bradley P[redacted]
Dear Ms. [redacted]
Thank you for contacting PetSmart. I am sorry to hear about your cat and hope that they are on the road to recovery. We would like to look into this with our quality assurance team, product specialist and vets. Our product specilaist will be reaching out to you to...
dscuss, additionally if you or your vet could fax us your vet bill and treatment notes that will assist our team moving forward. Our number is [redacted]
Sincerely,
Jessica
Dear Michelle,Thank you for your reply. We have talked to our adoption partner on your behalf. While it is not their policy to do so, they are willing to make an exception and return the adoption fee. Our store has attempted to reach out to you to arrange a refund. Please contact them at your earliest convenience to arrange the refund at [redacted]Sincerely,Jessica
Dear [redacted], Thanks so much for reaching out to PetSmart regarding your poor experience. I did receive some communication from Amanda, at your local PetSmart. She informed me that she reached out to you to apologize for what took place and was very sorry that you were not taken care of like you...
should have been. She said that she did speak with her entire team that was working that night and let them know how this situation should have been handled. She said that she offered to have you return your stay, and you told her that you were going out of the country for a few weeks and would not return until mid August. She said that she would make notes on your account and that you can ask to speak to her directly when you return. She is more than happy to make sure you are taken care of and not have to experience this again. She felt like you were okay with this resolution and thanked her for following up.Please let me know if there is anything else that we can do to assist, so that we can ensure that you have a very pleasant experience when you come back.Thanks again.
Better Business...
Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
....This is a bogas #. There is no such # [redacted] !
Regards,
[redacted] Martin
Hi [redacted],Thank you for reaching out to PetSmart in regards to your recent visit at our store. I have been in contact with Monica, the Store Leader throughout the resolution process in which we decided to keep a prescription card for your Pet's food at the two locations you visit often so that you have...
more ease during your shopping experience given your busy schedule. In speaking with your vet, this prescription will expire in July 25th so please fax over a new copy of the prescription to the store so we can issue a new card for you if your vet wishes to maintain your pet on a special diet. We thank you for bringing this matter to our attention and apologize for any inconvenience this has caused.Sincerely,Coral