Hi [redacted],Thanks so much for reaching out to PetSmart concerning your filters that you purchased at PetSmart and the poor experience you have had with the store. I did reach out to the Store Leader, Kerry. She informed me that she tried reaching out to you today, leaving you a message to call her...
back. Please reach out to Kerry at your earliest convenience so you both can discuss this concern further and she can provide assistance. I appreciate it.If you have any further questions or concerns, please feel free to reach out to me directly.Thank you!Sincerely,Sheri Pihl-Customer Care SpecialistPetSmart- [redacted]
Dear Mr. [redacted]
Thank you for reaching out to PetSmart. I was sorry to hear about your instore experience. I have confirmed with our store that they have been in contact with you to resolve this issue.
Sincerely,
Jessica
I will not accept a gift card not knowing if the card is for purchases with PetSmart as I will never do business with them again. I also will not accept $50.00. I have in my files 20 unsolicited emails and 2 from direct contact where customer support were to take care of the problem and the emails continued. It wasn't until I contacted the Revdex.com that they responded. So no to the $50.00 as my frustration is worth by far more.
Dear [redacted],Thank you for reaching out to PetSmart. I am sorry to hear about the issues you have been having with your Merchandise Credit. I look forward in partnering with you to get this issue resolved. Sincerely,Coral
[redacted]
Thanks for reaching out. I spoke to our store manager who let me know they were able to connect with you to apologize and groom your dog.
ThanksJessica
Dear [redacted],
Thank you for reaching out to PetSmart. I am sorry for the troubles with your order. We have fully refunded your purchase amount.
Sincerely,
Jessica
Thank you for your reply. Our store did offer a basic [redacted] visit which we were told was declined, additionally, our store refunded of the cost of the food and a $50 gift card was sent for the inconvenience.
Sincerely,
[redacted]
Dear Mr. M[redacted]
First, I would like to apologize for the loss of your pet Rudy. On the day of your lose 10/28/2015, Rudy was given his morning walk around 6:00AM (no signs of symptoms), day camp started at 9:00AM and it was not until approximately 10:30-11:00AM that Rudy started acting...
lethargic. At that point Rudy was rushed to B[redacted]. While in the care of B[redacted] Rudy had x-rays taken and was given fluids due to hypoglycemia. After fluids were administered Rudy became stable. At 1:45PM Rudy started to vomit blood accompanied by extreme bloody diarrhea. It was at that point that we took Rudy to the emergency vet, where en route Rudy passed, in the arms of our associate.
We served the same food to Rudy that we served to Taquitio as well as all the other dogs in our care and we did not have any other occurrences like the one in Rudy. Clostridial infection is also caused from soil which is not present at the hotel.
I apologize that you feel everything was referred to corporate from the store. In speaking with Isaac, the Hotel manager, he said you requested someone from corporate to call you. The store is responsible for all communication with the Pet Parent. Cody, the assistant manager of the Pet Hotel called the emergency contact and spoke with someone at least 3 times on the day of the incident. Isaac told me that he called and spoke with you several times during the days after the incident occurred. Finally, my District Manager apologized to you about the confusion that someone from corporate would call you when you spoke with him.
The cause of hemorrhagic gastroenteritis is unknown. A bacterium called Clostridium perfringens has been isolated from cultures of intestinal contents in dogs with HGE, but its exact role in the syndrome has not been identified. Since the cause of HGE is not completely understood, there are no known preventive measures that exist.
Sincerely,
Mark F[redacted]
Store Manager #[redacted]
Hello Mrs. C[redacted]
I am sorry for the unsatisfactory service you have received on your last visit on 04/09/2016. I want to reassure you that the health and well being for your pet is our first priority. I also want to apologize, that upon your check out that it was not noticed that there was an...
injury to your pet. I also have had a conversation with the bather that did provide the service to your animal. I have made sure in our system that your pet is not to be kenneled under no circumstance. We unfortunately do not provide any bathroom breaks for the animal for safety reasons. I know we had a conversation on 04/11/2016. I hope have addressed all of your concerns and have refunded the entire 71.00 for the unsatisfactory service. Please let me know if there is anything else I can do to accommodate your needs.
Sincerely
Mike F[redacted] | ASL
[redacted] [redacted]
Dear Mr. [redacted],Thank you for your reply. Our Abiline store will be able to assist you with a refund. I have provided them with an additional copy of your receipt as well as your contact information. They have let me know you are welcome to come in any time for a refund.Sincerely[redacted]
I did reach out to [redacted] last Friday, on July 7th. I had a good conversation about her poor experience in the salon, with the lack of communication on increasing the price during the holidays. I pretty much understood where she was coming from and agreed that having that communication about price...
increases goes a long way and you would appreciate it if they could do this moving forward. I appreciate her business and offered her a gift card ($10) for this inconvenience she experienced. She appreciates the follow-up and I will be requesting her gift card in the next day, and will mail it directly to her.I feel that she is feeling more positive about PetSmart and our Services.
Ms. S[redacted],
We have responded via your email you provided Jessica S[redacted] on 1/22/2016 in regards to the settlement discussed between the two parties. The email we have for you is [redacted] as this is where the agreement was sent on 2/4/2016 but have not heard a response as of today, 2/17/2016. I will resend the agreement to this email address today.
Thank you,
Lane J[redacted]
Hi [redacted], Unfortunately, since the terms of the manufacture warranty were not met (the aquarium was not housed on an aquarium stand), the warranty was void. Because we care about you as our Pet Parent we got approval to give your money back on the aquarium even though the aquarium was not physically available to return to the store. Thank you, Coral
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,
[redacted]
response ;-------------------------------------------------------------------------------...⇄ [redacted], Thank you for contacting PetSmart regarding your order [redacted]. We are sorry for any inconvenience this may have caused. The only clear answer I have for you is we made a mistake and the incorrect email notification was sent out. It should have said that part of your order was canceled, not the entire order. We regret that we are unable to provide $20 in-store credit. We can provide one of the following coupons for an in-store purchase: $3 off a $12 purchase$5 off a $25 purchase$10 off a $40 purchase The only other option would be to offer $20.00 off your next online order if you choose to use to order online in the future. Please let us know what coupon you would like to receive? If you have any other questions or need additional information, please let us know. Thank you for shopping with PetSmart for all your pet supply needs. Sincerely, BradleyPetSmart Customer Care[redacted] ------------------------------------------------------------...⇄ I do not wish to do business with Petsmart - And I would never use any of their online services ever again -
They have only returned half the amount to me. As well, 1 group tells me they'll take care of it & another group tells me they won't. This is not a satisfactory response. I need the full refund.
Mr. G[redacted],
We are sorry for the miscommunication during the day of the service, our store will be in contact with you in the next 1-2 days to discuss any questions or concerns you may have.
Thank you,
Lane J[redacted]
Lane J[redacted] | Investigator
Central Investigations Team
1[redacted]...
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.
The store reached out to resolve the issue with the extra charges, I am thankful for this as I did not expect to ever see any response. However, my main concern was the lack of communication and professionalism from your corporate customer support. It still amazes me that I spent over an hour talking on the phone with your customer service reps (on two occasions) and there is absolutely no record of it. Further, I was told I would receive a call on multiple occasions, that never happened.Pride and Integrity. Two things that your company lacks.Show some pride in your work. It's frankly embarrassing.
Regards,
[redacted]
Dear Mr. [redacted],Thank you for contacting PetSmart. We appreciate you taking the time to share your concerns with us about your experience at our Las Vegas salon. Upon further research, we do show that you were provided a refund on the services that were not completed as the groomer was able to...
service your other pet.Please accept our apologies for any inconvenience this may have caused you. And, again, thank you for bringing this issue to our attention.Sincerely,Coral
Hi [redacted],Thanks so much for reaching out to PetSmart concerning your filters that you purchased at PetSmart and the poor experience you have had with the store. I did reach out to the Store Leader, Kerry. She informed me that she tried reaching out to you today, leaving you a message to call her...
back. Please reach out to Kerry at your earliest convenience so you both can discuss this concern further and she can provide assistance. I appreciate it.If you have any further questions or concerns, please feel free to reach out to me directly.Thank you!Sincerely,Sheri Pihl-Customer Care SpecialistPetSmart- [redacted]
Dear Mr. [redacted]
Thank you for reaching out to PetSmart. I was sorry to hear about your instore experience. I have confirmed with our store that they have been in contact with you to resolve this issue.
Sincerely,
Jessica
I will not accept a gift card not knowing if the card is for purchases with PetSmart as I will never do business with them again. I also will not accept $50.00. I have in my files 20 unsolicited emails and 2 from direct contact where customer support were to take care of the problem and the emails continued. It wasn't until I contacted the Revdex.com that they responded. So no to the $50.00 as my frustration is worth by far more.
Dear [redacted],Thank you for reaching out to PetSmart. I am sorry to hear about the issues you have been having with your Merchandise Credit. I look forward in partnering with you to get this issue resolved. Sincerely,Coral
[redacted]
Thanks for reaching out. I spoke to our store manager who let me know they were able to connect with you to apologize and groom your dog.
ThanksJessica
Dear [redacted],
Thank you for reaching out to PetSmart. I am sorry for the troubles with your order. We have fully refunded your purchase amount.
Sincerely,
Jessica
Thank you for your reply. Our store did offer a basic [redacted] visit which we were told was declined, additionally, our store refunded of the cost of the food and a $50 gift card was sent for the inconvenience.
Sincerely,
[redacted]
Dear Mr. M[redacted]
First, I would like to apologize for the loss of your pet Rudy. On the day of your lose 10/28/2015, Rudy was given his morning walk around 6:00AM (no signs of symptoms), day camp started at 9:00AM and it was not until approximately 10:30-11:00AM that Rudy started acting...
lethargic. At that point Rudy was rushed to B[redacted]. While in the care of B[redacted] Rudy had x-rays taken and was given fluids due to hypoglycemia. After fluids were administered Rudy became stable. At 1:45PM Rudy started to vomit blood accompanied by extreme bloody diarrhea. It was at that point that we took Rudy to the emergency vet, where en route Rudy passed, in the arms of our associate.
We served the same food to Rudy that we served to Taquitio as well as all the other dogs in our care and we did not have any other occurrences like the one in Rudy. Clostridial infection is also caused from soil which is not present at the hotel.
I apologize that you feel everything was referred to corporate from the store. In speaking with Isaac, the Hotel manager, he said you requested someone from corporate to call you. The store is responsible for all communication with the Pet Parent. Cody, the assistant manager of the Pet Hotel called the emergency contact and spoke with someone at least 3 times on the day of the incident. Isaac told me that he called and spoke with you several times during the days after the incident occurred. Finally, my District Manager apologized to you about the confusion that someone from corporate would call you when you spoke with him.
The cause of hemorrhagic gastroenteritis is unknown. A bacterium called Clostridium perfringens has been isolated from cultures of intestinal contents in dogs with HGE, but its exact role in the syndrome has not been identified. Since the cause of HGE is not completely understood, there are no known preventive measures that exist.
Sincerely,
Mark F[redacted]
Store Manager #[redacted]
Hello Mrs. C[redacted]
I am sorry for the unsatisfactory service you have received on your last visit on 04/09/2016. I want to reassure you that the health and well being for your pet is our first priority. I also want to apologize, that upon your check out that it was not noticed that there was an...
injury to your pet. I also have had a conversation with the bather that did provide the service to your animal. I have made sure in our system that your pet is not to be kenneled under no circumstance. We unfortunately do not provide any bathroom breaks for the animal for safety reasons. I know we had a conversation on 04/11/2016. I hope have addressed all of your concerns and have refunded the entire 71.00 for the unsatisfactory service. Please let me know if there is anything else I can do to accommodate your needs.
Sincerely
Mike F[redacted] | ASL
[redacted] [redacted]
Dear Mr. [redacted],Thank you for your reply. Our Abiline store will be able to assist you with a refund. I have provided them with an additional copy of your receipt as well as your contact information. They have let me know you are welcome to come in any time for a refund.Sincerely[redacted]
I did reach out to [redacted] last Friday, on July 7th. I had a good conversation about her poor experience in the salon, with the lack of communication on increasing the price during the holidays. I pretty much understood where she was coming from and agreed that having that communication about price...
increases goes a long way and you would appreciate it if they could do this moving forward. I appreciate her business and offered her a gift card ($10) for this inconvenience she experienced. She appreciates the follow-up and I will be requesting her gift card in the next day, and will mail it directly to her.I feel that she is feeling more positive about PetSmart and our Services.
Hello Emily,
thank you for your reply. Logan Shuck will be sending you a check for your gift card.
Thank you
Jessica
Ms. S[redacted],
We have responded via your email you provided Jessica S[redacted] on 1/22/2016 in regards to the settlement discussed between the two parties. The email we have for you is [redacted] as this is where the agreement was sent on 2/4/2016 but have not heard a response as of today, 2/17/2016. I will resend the agreement to this email address today.
Thank you,
Lane J[redacted]
Hi [redacted], Unfortunately, since the terms of the manufacture warranty were not met (the aquarium was not housed on an aquarium stand), the warranty was void. Because we care about you as our Pet Parent we got approval to give your money back on the aquarium even though the aquarium was not physically available to return to the store. Thank you, 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,
[redacted]
Petsmart's...
response ;-------------------------------------------------------------------------------...⇄ [redacted], Thank you for contacting PetSmart regarding your order [redacted]. We are sorry for any inconvenience this may have caused. The only clear answer I have for you is we made a mistake and the incorrect email notification was sent out. It should have said that part of your order was canceled, not the entire order. We regret that we are unable to provide $20 in-store credit. We can provide one of the following coupons for an in-store purchase: $3 off a $12 purchase$5 off a $25 purchase$10 off a $40 purchase The only other option would be to offer $20.00 off your next online order if you choose to use to order online in the future. Please let us know what coupon you would like to receive? If you have any other questions or need additional information, please let us know. Thank you for shopping with PetSmart for all your pet supply needs. Sincerely, BradleyPetSmart Customer Care[redacted] ------------------------------------------------------------...⇄ I do not wish to do business with Petsmart - And I would never use any of their online services ever again -
They have only returned half the amount to me. As well, 1 group tells me they'll take care of it & another group tells me they won't. This is not a satisfactory response. I need the full refund.
Mr. G[redacted],
We are sorry for the miscommunication during the day of the service, our store will be in contact with you in the next 1-2 days to discuss any questions or concerns you may have.
Thank you,
Lane J[redacted]
Lane J[redacted] | Investigator
Central Investigations Team
1[redacted]...
[redacted]
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.
The store reached out to resolve the issue with the extra charges, I am thankful for this as I did not expect to ever see any response. However, my main concern was the lack of communication and professionalism from your corporate customer support. It still amazes me that I spent over an hour talking on the phone with your customer service reps (on two occasions) and there is absolutely no record of it. Further, I was told I would receive a call on multiple occasions, that never happened.Pride and Integrity. Two things that your company lacks.Show some pride in your work. It's frankly embarrassing.
Regards,
[redacted]
Dear Mr. [redacted],Thank you for contacting PetSmart. We appreciate you taking the time to share your concerns with us about your experience at our Las Vegas salon. Upon further research, we do show that you were provided a refund on the services that were not completed as the groomer was able to...
service your other pet.Please accept our apologies for any inconvenience this may have caused you. And, again, thank you for bringing this issue to our attention.Sincerely,Coral