Ms. [redacted],
We are sorry to hear that you were dissatisfied with the service provided to you by our PetsHotel. We did look into the allegation of mistreatment of your pets and did not find any evidence of such. We do wash pet’s belongings the night before their check-out as a courtesy to all of...
our overnight guests. We also offer a complimentary bath to overnight guests that have stayed with us for an extended period of time. As your pets were with us for 17 days, both services were provided at no cost to you. The $100.00 card is still available to you.
Again we are sorry to hear that you are dissatisfied with us.
Thank you
Petsmart
Hi [redacted], Our store leadership team let me know that Maverick has an appointment to see an eye specialist on Tuesday, November 22nd and that we will be covering the cost of this visit. I hope this visit goes smoothly for you and Maverick!Sincerely,Coral
Dear [redacted],
Thank you for taking time to contact us. I appreciate the concern that you have shown for the health and safety of our pets. We aim to provide superior care for the pets in our stores. Each and every associate must complete education and training programs, and know how to...
provide the highest standards of care for pets in our stores, every moment of every day. You have my commitment that I hold myself and my team to a high standard of accountability for pet care and I apologize that we have let you down. We truly want to be the trusted partner for all of your pets needs. In the future I encourage you to immediately contact a manager at the store or myself if you ever experience anything that makes you feel uneasy. We are always willing to address situations immediately and directly. Please be assured that if any pet in our care is sick we will work with our veterinary partners to ensure that the pet is well taken care of.
Thank you again for sharing your concerns with me so that I can take appropriate action for the pets in our care. Do not hesitate to reach out with any further questions or concerns!
Sincerely,
Erin P[redacted] | District Leader PetSmart | South Colorado | [redacted] | [redacted]
Thanks for reaching out [redacted]. I am sorry about your experience. We do, in fact, accept manufacturer coupons. I am sending you a $10 gift card for the inconvenience and will ensure that our call center and store are provided feedback.
Thank you,
Jessica
Dear Ms. [redacted],
Thank you for contacting us regarding your visit to our store. I was sorry to hear about [redacted]. I have reached out to our store manager who has assured us that he and you have been in contact and will continue your conversation on December 1st as well.
Thank you,
[redacted]
Dear Ms. [redacted]
Thank you for contacting PetSmart. I was sorry to hear about your visit to our salon. We do limit cat grooming to weekdays to reduce the amount of stress put on the cats. Our store leadership team has assured me that they were able to speak to you regarding ...
Hi [redacted],Thank you for reaching out to PetSmart. I was sorry to hear about the experience you had with the online order you tried to place. Please be assured that your comments are important and that we are committed to crating a positive experience for our customers. I partnered up with our online...
team and they have sent you a one-time use promo code for 25% off your order which would give you the same discount on the Wellness food as the Buy One Get One 50% off. We are sorry for the inconvenience this may have caused but know we truly appreciate your loyalty as a Pet Parent and hope you will allow us additional opportunities to provide you with lifetime solutions for the care of your pets.Sincerely,Coral
Thank you for your response. The promotion mentioned was only good for use on our website not in store. We will be happy to send you a gift card for $25 for the inconvenience.
Sincerely,
Jessica
Dear [redacted],
Thank you for reaching out to PetSmart. We attempted to contact you to assist with resolving this issue. Unfortunately we were unable to speak to you, and your husband asked us to contact you on August 12th. We hope that you are feeling better and will reach out to...
Hello [redacted], Thank you for reaching out to PetSmart regarding your gift cards. I do apologize for this delay, since this concern came up back in November of 2016. We recently did an Audit, and your concern came up to us again.We did hear back from Lily M[redacted], who is with PetSmart.com. She did...
say that she had spoken with you and offered you 25% discount for an online order, or you could have kept the gift card for some in store purchases. She talked about not being able to refund gift cards, unfortunately.She did apologize for this inconvenience. On behalf of our PetSmart corporate office, I do apologize as well. I hope that you will continue to shop with us at PetSmart for your pets. If you have any other concerns, please let me know. You can also reach out to our Customer Care Team at [redacted] as well. Their phone number is: [redacted] Sincerely, Sheri P[redacted]- Customer Care SpecialistPetSmart- [redacted]
Hi [redacted],I am so sorry you have not heard from anyone yet. I have escalated this to upper management and someone should be in contact with you in the next 24-72 hours. I have also provided them with the other phone numbers you have provided.Thank you,Coral
Dear [redacted],
Thank you for your response. Our store has assured us they have spoken to you regarding the time and cost of the groom, but we feel bad you are still not satisfied. We will be mailing you a $20 gift card for the inconvenience.
thanks
Jessica
Hi [redacted],Thank you for reaching out to us at PetSmart, regarding your Revdex.com complaint. We had forwarded your concern to the appropriate party to look into further, and here is the information below that we received.The authorization for $48.97 doesn’t actually charge the customer,...
it just holds the funds until settlement. The auth falls off their account after the charges are settled which were $22.66 (and then refunded $11.33). They were never charged $48.97, just authorized. The Customer should have already received an appeasement. I do apologize for this not being clear, so this is why we wanted to look into this further for you. Please let me know if you have any further questions, or concerns. I appreciate your time.Sincerely,Sheri P[redacted]- Customer Care SpecialistPetSmart- ###-###-####
Dear [redacted],
Thank you for reaching out regarding your visit to our store. I was sorry to hear about your experience. I have escalated this to our field leadership team and asked them to reach out to you to assist with a resolution.
Sincerely,
Jessica
Thank you for contacting PetSmart. I was sorry to hear about your experience with our product. I have been in contact with our store leadership team who has been unable to speak to you as of this date. They can assist you with an exchange of the product, in store with your...
receipt. Thank you for bringing this to our attention. We will ensure that our buyers and quality assurance teams are also made aware of your experience.SincerelyJessica
Hi [redacted],Thank you for following up on your concern. I apologize for the delay in responding back to you in regards to our final decision with offering you a certain amount for a donation, and the shelter of your choice. I did speak with Debbie, the Store Leader. She informed me that she did get a chance to speak with you and offered you $150. She did say that you were pleased with this amount, and she provided me the information for this Rescue, which is: [redacted] and [redacted]).I have requested a check for $150 to go directly to the Mighty Mutts Rescue, and we should be getting this check in the next couple of days, and will send this out as soon as I receive this. We certainly appreciate you doing this, and we are very pleased that you are satisfied with this amount.If you have any other questions or concerns, please feel free to reach out to me directly, or Debbie, the Store Leader. Thank you!Sincerely,Sheri P[redacted]- Customer Care SpecialistPetSmart- ###-###-#### Ext. [redacted]
Mark F[redacted],PetSmart Store Manager #[redacted], Thank you for your message and expression of sympathy. According to Cody and others, Rudy started vomiting the previous evening (10/27/2015). I received exactly one call from PetSmart to my cell phone – my emergency contact – on October 28, from Cody, who told me “Mr Rudy is no longer with us.” As I was out of the country, I called Rudy’s vet, Dr Barbara R[redacted] of [redacted], who contacted PetSmart for me. She confirmed Rudy’s death and that the necropsy would be done by [redacted] who are called in on such cases. For some reason, [redacted] performed the necropsy. When we left Rudy at PetSmart, he was fine. He started vomiting the day before his death, and I feel that if he had been treated promptly he would still be with us. This was my wife’s pet, and his untimely loss affected us deeply. We had left him there many times previously, so we trusted PetSmart to respond correctly to any emergency. As in my original complaint, I ask that PetSmart reimburse us for the loss of our pet so that we can move on. Of course, we can never replace Rudy – he was a special pet, very gentle, and loved by all that met him. Sincerely,John M[redacted]
Hi [redacted],
Thanks for reaching out. I am sorry to hear about your crate. Unfortunately we do not have replacement parts on hand but our store would be happy to assist with an exchange.
Thank you,Jessica
Hi [redacted],Thank you for reaching out to PetSmart. I was sorry to hear about your experience at our store. I have been in contact with the Store Leader and he has informed me that they were able to provide you with a resolution. We thank you for bringing this matter to our...
Dear Emily
Thank you for contacting PetSmart. I was sorry to hear about the problems with your gift card. Our treasury department will be mailing you a new gift card.
Sincerely,
Jessica
Ms. [redacted],
We are sorry to hear that you were dissatisfied with the service provided to you by our PetsHotel. We did look into the allegation of mistreatment of your pets and did not find any evidence of such. We do wash pet’s belongings the night before their check-out as a courtesy to all of...
our overnight guests. We also offer a complimentary bath to overnight guests that have stayed with us for an extended period of time. As your pets were with us for 17 days, both services were provided at no cost to you. The $100.00 card is still available to you.
Again we are sorry to hear that you are dissatisfied with us.
Thank you
Petsmart
Hi [redacted], Our store leadership team let me know that Maverick has an appointment to see an eye specialist on Tuesday, November 22nd and that we will be covering the cost of this visit. I hope this visit goes smoothly for you and Maverick!Sincerely,Coral
Dear [redacted],
Thank you for taking time to contact us. I appreciate the concern that you have shown for the health and safety of our pets. We aim to provide superior care for the pets in our stores. Each and every associate must complete education and training programs, and know how to...
provide the highest standards of care for pets in our stores, every moment of every day. You have my commitment that I hold myself and my team to a high standard of accountability for pet care and I apologize that we have let you down. We truly want to be the trusted partner for all of your pets needs. In the future I encourage you to immediately contact a manager at the store or myself if you ever experience anything that makes you feel uneasy. We are always willing to address situations immediately and directly. Please be assured that if any pet in our care is sick we will work with our veterinary partners to ensure that the pet is well taken care of.
Thank you again for sharing your concerns with me so that I can take appropriate action for the pets in our care. Do not hesitate to reach out with any further questions or concerns!
Sincerely,
Erin P[redacted] | District Leader PetSmart | South Colorado | [redacted] | [redacted]
Thanks for reaching out [redacted]. I am sorry about your experience. We do, in fact, accept manufacturer coupons. I am sending you a $10 gift card for the inconvenience and will ensure that our call center and store are provided feedback.
Thank you,
Jessica
Dear Ms. [redacted],
Thank you for contacting us regarding your visit to our store. I was sorry to hear about [redacted]. I have reached out to our store manager who has assured us that he and you have been in contact and will continue your conversation on December 1st as well.
Thank you,
[redacted]
Dear Ms. [redacted]
Thank you for contacting PetSmart. I was sorry to hear about your visit to our salon. We do limit cat grooming to weekdays to reduce the amount of stress put on the cats. Our store leadership team has assured me that they were able to speak to you regarding ...
this as well.
Sincerely,Jessica
Hi [redacted],Thank you for reaching out to PetSmart. I was sorry to hear about the experience you had with the online order you tried to place. Please be assured that your comments are important and that we are committed to crating a positive experience for our customers. I partnered up with our online...
team and they have sent you a one-time use promo code for 25% off your order which would give you the same discount on the Wellness food as the Buy One Get One 50% off. We are sorry for the inconvenience this may have caused but know we truly appreciate your loyalty as a Pet Parent and hope you will allow us additional opportunities to provide you with lifetime solutions for the care of your pets.Sincerely,Coral
Thank you for your response. The promotion mentioned was only good for use on our website not in store. We will be happy to send you a gift card for $25 for the inconvenience.
Sincerely,
Jessica
Dear [redacted],
Thank you for reaching out to PetSmart. We attempted to contact you to assist with resolving this issue. Unfortunately we were unable to speak to you, and your husband asked us to contact you on August 12th. We hope that you are feeling better and will reach out to...
you on the 12th.
Sincerely
[redacted]
Hello [redacted], Thank you for reaching out to PetSmart regarding your gift cards. I do apologize for this delay, since this concern came up back in November of 2016. We recently did an Audit, and your concern came up to us again.We did hear back from Lily M[redacted], who is with PetSmart.com. She did...
say that she had spoken with you and offered you 25% discount for an online order, or you could have kept the gift card for some in store purchases. She talked about not being able to refund gift cards, unfortunately.She did apologize for this inconvenience. On behalf of our PetSmart corporate office, I do apologize as well. I hope that you will continue to shop with us at PetSmart for your pets. If you have any other concerns, please let me know. You can also reach out to our Customer Care Team at [redacted] as well. Their phone number is: [redacted] Sincerely, Sheri P[redacted]- Customer Care SpecialistPetSmart- [redacted]
Hi [redacted],I am so sorry you have not heard from anyone yet. I have escalated this to upper management and someone should be in contact with you in the next 24-72 hours. I have also provided them with the other phone numbers you have provided.Thank you,Coral
Dear [redacted],
Thank you for your response. Our store has assured us they have spoken to you regarding the time and cost of the groom, but we feel bad you are still not satisfied. We will be mailing you a $20 gift card for the inconvenience.
thanks
Jessica
Hi [redacted],Thank you for reaching out to us at PetSmart, regarding your Revdex.com complaint. We had forwarded your concern to the appropriate party to look into further, and here is the information below that we received.The authorization for $48.97 doesn’t actually charge the customer,...
it just holds the funds until settlement. The auth falls off their account after the charges are settled which were $22.66 (and then refunded $11.33). They were never charged $48.97, just authorized. The Customer should have already received an appeasement. I do apologize for this not being clear, so this is why we wanted to look into this further for you. Please let me know if you have any further questions, or concerns. I appreciate your time.Sincerely,Sheri P[redacted]- Customer Care SpecialistPetSmart- ###-###-####
Dear [redacted],
Thank you for reaching out regarding your visit to our store. I was sorry to hear about your experience. I have escalated this to our field leadership team and asked them to reach out to you to assist with a resolution.
Sincerely,
Jessica
Thank you for contacting PetSmart. I was sorry to hear about your experience with our product. I have been in contact with our store leadership team who has been unable to speak to you as of this date. They can assist you with an exchange of the product, in store with your...
receipt. Thank you for bringing this to our attention. We will ensure that our buyers and quality assurance teams are also made aware of your experience.SincerelyJessica
Hi [redacted],Thank you for following up on your concern. I apologize for the delay in responding back to you in regards to our final decision with offering you a certain amount for a donation, and the shelter of your choice. I did speak with Debbie, the Store Leader. She informed me that she did get a chance to speak with you and offered you $150. She did say that you were pleased with this amount, and she provided me the information for this Rescue, which is: [redacted] and [redacted]).I have requested a check for $150 to go directly to the Mighty Mutts Rescue, and we should be getting this check in the next couple of days, and will send this out as soon as I receive this. We certainly appreciate you doing this, and we are very pleased that you are satisfied with this amount.If you have any other questions or concerns, please feel free to reach out to me directly, or Debbie, the Store Leader. Thank you!Sincerely,Sheri P[redacted]- Customer Care SpecialistPetSmart- ###-###-#### Ext. [redacted]
Mark F[redacted],PetSmart Store Manager #[redacted], Thank you for your message and expression of sympathy. According to Cody and others, Rudy started vomiting the previous evening (10/27/2015). I received exactly one call from PetSmart to my cell phone – my emergency contact – on October 28, from Cody, who told me “Mr Rudy is no longer with us.” As I was out of the country, I called Rudy’s vet, Dr Barbara R[redacted] of [redacted], who contacted PetSmart for me. She confirmed Rudy’s death and that the necropsy would be done by [redacted] who are called in on such cases. For some reason, [redacted] performed the necropsy. When we left Rudy at PetSmart, he was fine. He started vomiting the day before his death, and I feel that if he had been treated promptly he would still be with us. This was my wife’s pet, and his untimely loss affected us deeply. We had left him there many times previously, so we trusted PetSmart to respond correctly to any emergency. As in my original complaint, I ask that PetSmart reimburse us for the loss of our pet so that we can move on. Of course, we can never replace Rudy – he was a special pet, very gentle, and loved by all that met him. Sincerely,John M[redacted]
Hi [redacted],
Thanks for reaching out. I am sorry to hear about your crate. Unfortunately we do not have replacement parts on hand but our store would be happy to assist with an exchange.
Thank you,Jessica
Hi [redacted],Thank you for reaching out to PetSmart. I was sorry to hear about your experience at our store. I have been in contact with the Store Leader and he has informed me that they were able to provide you with a resolution. We thank you for bringing this matter to our...
attention.Sincerely,Coral
Dear Emily
Thank you for contacting PetSmart. I was sorry to hear about the problems with your gift card. Our treasury department will be mailing you a new gift card.
Sincerely,
Jessica