RevDex.com: 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 responseHowever, my main concern was the lack of communication and professionalism from your corporate customer supportIt 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 itFurther, I was told I would receive a call on multiple occasions, that never happened.Pride and IntegrityTwo things that your company lacks.Show some pride in your workIt's frankly embarrassing Regards, [redacted]
Dear Maryam,Thank you for reaching out and expressing your concernWe’re sorry to hear about your cat and your bad experience with PetSmartThe Store Leader at the [redacted] , Virginia PetSmart will partner with [redacted] group to address your concernThe Store Leader will also be in touch with you within the next couple of days Sincerely, Krystal K***
To: Sheri P***, Customer Care SpecialistFrom: [redacted] ***Your response is, indeed rather lateHowever I chose to "reject" your response as it did not address the PRIMARY issue I facedI 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 freeI 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 $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 SmartSHAME ON YOU!
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 $ I have in my files unsolicited emails and 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 $as my frustration is worth by far more
I reject this solution because my puppies reeked of urineThat only leaves me one option to considerMy puppies were not bathed as a courtesyThey were bathed because they smelled of urineThe staff at Petsmart told me that one of my puppies had soiled herself with feces so they decided to just bath both of themTheir bedding also reeked of urine even AFTER it was washed As did my puppiesTherefore your bathing technics are very poor or my pets and their bedding were left soaked in urine for so long one washing did not clean themYou are doing exactly like the manager did me when I complained to herTotally ignoring the fact that I called your store out on mistreating my pets and then lying about it There are hundreds of complaints posted about your company and staffNone of which was resolved to the satisfaction of the customerYour $dollar store card is ridiculous and reeks of feces !!!! Maybe you need a courtesy bath!!
Hi [redacted] ,Thank you for reaching out to PetSmartI am so sorry to hear about your recent experience at our salonI have asked that our store leadership team reach out to you as soon as possible to discuss your unsatisfactory experience.Sincerely,Coral
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 Mr [redacted] thank you for your follow up message I have reached out to our store to research They have assured me that they have reached out to you to leave a message and have a gift card in store for you sincerely, Jessica
The individual who contacted me from Petsmart did not offer any resolutions for me not receiving a full refund nor did he offer any resolution for my damages to my pet ( medical expense ) The individual who contacted me also stated that he would contact me ( again ) , after he spoke to the staff at the Petsmart Grooming Salon The individual never called me back The representative from Petsmart appeared to not care what took place at the Grooming Salon, hince the failure to resolve medical expenses, my entire refund and contacting me back with a status
Hello MsMarin,Thank you very much for reaching out to meIf you can see the initial complaint, PetSmart sold my husband and me a sick pet (bearded dragon), who, after much heartbreak and expense, ultimately diedWe did not know he was sick when we bought himWe were devastatedWhen I started looking around at their business practices and talking to others with similar experiences, particularly regarding the care of their sale animals, I learned some disturbing things about the way they treat themI called the store manager and explained to him my upset and concernsHe apologized profusely, said that he understood and was sympathetic, and promised to look into the matter (at his suppliers and the store's animal care team and practices)He said that he would call me back and keep me updated on his findings and progress in fixing the problems that led to these creatures' unnecessary suffering and deathsHe also promised a generous store credit.Well, he never ever called me back, not once =( This was several months ago, when I first filed the complaintI cannot remember his name to call and ask for him back, and I cannot even remember which store they forwarded me to when I was trying to find someone to listenI would like to talk to him again to resolve everything, to get the information he promised me and also the store creditI tried to see if there was any way I could look at my previous Revdex.com submissions to get his name and the store address, but I could not find a way to do thatAny help you can give me would be greatly appreciated.Sincerely, [redacted]
Hi there, I appreciate the business's offer to assist - however, the response raises many questionsWhich store will assist? I understand Jessica Brenner is from corporate and does not represent one store in particular, so which store should I go into? I've experienced much resistance and multiple issues from store level to corporate level when trying to get this resolvedWill Jessica contact a store in particular so that I don't have any further issues regarding this matter? What is the resolution and offer to "assist" - is that exchanging the bags of dog food? Please elaborate on the resolutionThank you,***
Hi ***,I am so sorry for the inconvenience this transaction has causedUnfortunately, in order for us to process a return, the ecommerce team needs the product back I will reach out to them to see if they can reissue new tags for you to be able to send us back the product so we can get this taken care of for you Thank you,Coral
Hi ***, Thank you for contacting PetSmart in regards to your Grreat Choice® Adjustable Dog Harness I am sorry to hear you were not happy with your purchase In regards to the warranty on our Grreat Choice harnesses, we do have a day return policy on undamaged product or defective product with a valid receipt We do not have a lifetime warranty on any of our Grreat Choice harnesses However, I will share your experience and concerns with our Merchandising and Quality Assurance TeamsWe appreciate you taking time to let us know about your experience and bringing this matter to our attentionSincerely, Coral
I reject your response and you do owe me some money: because, I have been sent a copy of the receipt that you claimed I signed for $and something dollars and that is a made up receipt that I didn't sign, that is a made up signature A Petsmart employee told me the charges would be $after a screen came up with no charges for me and I signed after he said $and all there was no charges on that screen, and I didn't sign no paper receipt saying $and something, so that is a unauthorized charge for $and something along with a made up receipt that Petsmart made up after I left; because I signed nothing of the sort Before the Petsmart boarding employee said $I had mentioned to the employee that I should get a discount because the room the Petsmart employee told me I would get was supposed to have tile on the walls and floor, not no concrete for $a night; I wouldn't have paid no $a night for concrete floors; that tile in the showroom for dog boarding looked just like the tile in our bathroom, and I was told [redacted] would get that for $a night, but I found out my dog didn't get that $dollar a night room by a Petsmart employee calling me saying my dog [redacted] got sick by laying on concrete floors in the Petsmart boarding room, and I was told that I wouldn't have to pay for nothing dealing with ***'s medicine for him getting sick in Petsmart boarding, and I told the Petsmart employee this, so then no charges came up on the screen, I looked at the Petsmart employee and he said that my charges will be $200, so I signed something that had no charges on it and after the Petsmart boarding employee said $signifying he knew the screen had no charges on it, I signed after that and that is what should stand
Hi ***, 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
Tell us why here Hello ***, Thank you for reaching out to us in regards to trying to get your full refund for your poor grooming experienceI did hear back from Sean, the Store Manager at Store #***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 visitPlease let me know if you are wanting more information than I was provided by Store #***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***-Customer Care Specialist PetSmart
I did reach out to [redacted] last Friday, on July 7thI had a good conversation about her poor experience in the salon, with the lack of communication on increasing the price during the holidaysI 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 forwardI appreciate her business and offered her a gift card ($10) for this inconvenience she experiencedShe appreciates the folland 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 Mrs [redacted] ,I wanted to again offer our sincerest apology for the injury that [redacted] incurred while in our care in the salon While there are hundreds of grooms that are completed in our salon monthly to our Pet Parent’s complete satisfaction, on occasion there is the unfortunate situation where a pet is injured during the grooming process Please rest assured that there is never a groom started by any PetSmart groomer with the intention of causing injury to the pets visiting our salon We have paid the Vet Care bill ($175) and provided you with a store credit for a product that will assist [redacted] in taking her medication I wanted to explain the appearance of [redacted] when you picked her up The groom was not completed and the injury happened after our Groomer had done the initial shave and prior to the shaping This is why the coat was uneven I do understand, as a pet owner myself, how our pets are members of our family and the way I would feel if my Beau were injured The other good thing about Labradoodles is that they have Hair not Fur and while the information that you received about the Fur not growing back is correct, our experience is that primarily applies to double coated dogs instead of dogs with hair So, [redacted] ’s hair will grow out in short time If you have any questions or need any additional assistance please don’t hesitate to call.Thank you, [redacted] , Store LeaderPetSmart, South Nashua NH
RevDex.com: 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 responseHowever, my main concern was the lack of communication and professionalism from your corporate customer supportIt 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 itFurther, I was told I would receive a call on multiple occasions, that never happened.Pride and IntegrityTwo things that your company lacks.Show some pride in your workIt's frankly embarrassing Regards, [redacted]
Dear Maryam,Thank you for reaching out and expressing your concernWe’re sorry to hear about your cat and your bad experience with PetSmartThe Store Leader at the [redacted] , Virginia PetSmart will partner with [redacted] group to address your concernThe Store Leader will also be in touch with you within the next couple of days Sincerely, Krystal K***
petsmart- I do not want another $gift card to replace itI had already bought a second one to giftI want credit rightfully put back on my debit card
To: Sheri P***, Customer Care SpecialistFrom: [redacted] ***Your response is, indeed rather lateHowever I chose to "reject" your response as it did not address the PRIMARY issue I facedI 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 freeI 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 $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 SmartSHAME ON YOU!
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 $ I have in my files unsolicited emails and 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 $as my frustration is worth by far more
I reject this solution because my puppies reeked of urineThat only leaves me one option to considerMy puppies were not bathed as a courtesyThey were bathed because they smelled of urineThe staff at Petsmart told me that one of my puppies had soiled herself with feces so they decided to just bath both of themTheir bedding also reeked of urine even AFTER it was washed As did my puppiesTherefore your bathing technics are very poor or my pets and their bedding were left soaked in urine for so long one washing did not clean themYou are doing exactly like the manager did me when I complained to herTotally ignoring the fact that I called your store out on mistreating my pets and then lying about it There are hundreds of complaints posted about your company and staffNone of which was resolved to the satisfaction of the customerYour $dollar store card is ridiculous and reeks of feces !!!! Maybe you need a courtesy bath!!
Hi [redacted] ,Thank you for reaching out to PetSmartI am so sorry to hear about your recent experience at our salonI have asked that our store leadership team reach out to you as soon as possible to discuss your unsatisfactory experience.Sincerely,Coral
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 Mr [redacted] thank you for your follow up message I have reached out to our store to research They have assured me that they have reached out to you to leave a message and have a gift card in store for you sincerely, Jessica
The individual who contacted me from Petsmart did not offer any resolutions for me not receiving a full refund nor did he offer any resolution for my damages to my pet ( medical expense ) The individual who contacted me also stated that he would contact me ( again ) , after he spoke to the staff at the Petsmart Grooming Salon The individual never called me back The representative from Petsmart appeared to not care what took place at the Grooming Salon, hince the failure to resolve medical expenses, my entire refund and contacting me back with a status
Hello MsMarin,Thank you very much for reaching out to meIf you can see the initial complaint, PetSmart sold my husband and me a sick pet (bearded dragon), who, after much heartbreak and expense, ultimately diedWe did not know he was sick when we bought himWe were devastatedWhen I started looking around at their business practices and talking to others with similar experiences, particularly regarding the care of their sale animals, I learned some disturbing things about the way they treat themI called the store manager and explained to him my upset and concernsHe apologized profusely, said that he understood and was sympathetic, and promised to look into the matter (at his suppliers and the store's animal care team and practices)He said that he would call me back and keep me updated on his findings and progress in fixing the problems that led to these creatures' unnecessary suffering and deathsHe also promised a generous store credit.Well, he never ever called me back, not once =( This was several months ago, when I first filed the complaintI cannot remember his name to call and ask for him back, and I cannot even remember which store they forwarded me to when I was trying to find someone to listenI would like to talk to him again to resolve everything, to get the information he promised me and also the store creditI tried to see if there was any way I could look at my previous Revdex.com submissions to get his name and the store address, but I could not find a way to do thatAny help you can give me would be greatly appreciated.Sincerely, [redacted]
Hi there, I appreciate the business's offer to assist - however, the response raises many questionsWhich store will assist? I understand Jessica Brenner is from corporate and does not represent one store in particular, so which store should I go into? I've experienced much resistance and multiple issues from store level to corporate level when trying to get this resolvedWill Jessica contact a store in particular so that I don't have any further issues regarding this matter? What is the resolution and offer to "assist" - is that exchanging the bags of dog food? Please elaborate on the resolutionThank you,***
I have not seen what I have been charged yet, so this issue is NOT resolved
Hi ***,I am so sorry for the inconvenience this transaction has causedUnfortunately, in order for us to process a return, the ecommerce team needs the product back I will reach out to them to see if they can reissue new tags for you to be able to send us back the product so we can get this taken care of for you Thank you,Coral
Hi ***, Thank you for contacting PetSmart in regards to your Grreat Choice® Adjustable Dog Harness I am sorry to hear you were not happy with your purchase In regards to the warranty on our Grreat Choice harnesses, we do have a day return policy on undamaged product or defective product with a valid receipt We do not have a lifetime warranty on any of our Grreat Choice harnesses However, I will share your experience and concerns with our Merchandising and Quality Assurance TeamsWe appreciate you taking time to let us know about your experience and bringing this matter to our attentionSincerely, Coral
I reject your response and you do owe me some money: because, I have been sent a copy of the receipt that you claimed I signed for $and something dollars and that is a made up receipt that I didn't sign, that is a made up signature A Petsmart employee told me the charges would be $after a screen came up with no charges for me and I signed after he said $and all there was no charges on that screen, and I didn't sign no paper receipt saying $and something, so that is a unauthorized charge for $and something along with a made up receipt that Petsmart made up after I left; because I signed nothing of the sort Before the Petsmart boarding employee said $I had mentioned to the employee that I should get a discount because the room the Petsmart employee told me I would get was supposed to have tile on the walls and floor, not no concrete for $a night; I wouldn't have paid no $a night for concrete floors; that tile in the showroom for dog boarding looked just like the tile in our bathroom, and I was told [redacted] would get that for $a night, but I found out my dog didn't get that $dollar a night room by a Petsmart employee calling me saying my dog [redacted] got sick by laying on concrete floors in the Petsmart boarding room, and I was told that I wouldn't have to pay for nothing dealing with ***'s medicine for him getting sick in Petsmart boarding, and I told the Petsmart employee this, so then no charges came up on the screen, I looked at the Petsmart employee and he said that my charges will be $200, so I signed something that had no charges on it and after the Petsmart boarding employee said $signifying he knew the screen had no charges on it, I signed after that and that is what should stand
Hi ***, 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
Tell us why here Hello ***, Thank you for reaching out to us in regards to trying to get your full refund for your poor grooming experienceI did hear back from Sean, the Store Manager at Store #***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 visitPlease let me know if you are wanting more information than I was provided by Store #***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***-Customer Care Specialist PetSmart
I did reach out to [redacted] last Friday, on July 7thI had a good conversation about her poor experience in the salon, with the lack of communication on increasing the price during the holidaysI 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 forwardI appreciate her business and offered her a gift card ($10) for this inconvenience she experiencedShe appreciates the folland 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 Mrs [redacted] ,I wanted to again offer our sincerest apology for the injury that [redacted] incurred while in our care in the salon While there are hundreds of grooms that are completed in our salon monthly to our Pet Parent’s complete satisfaction, on occasion there is the unfortunate situation where a pet is injured during the grooming process Please rest assured that there is never a groom started by any PetSmart groomer with the intention of causing injury to the pets visiting our salon We have paid the Vet Care bill ($175) and provided you with a store credit for a product that will assist [redacted] in taking her medication I wanted to explain the appearance of [redacted] when you picked her up The groom was not completed and the injury happened after our Groomer had done the initial shave and prior to the shaping This is why the coat was uneven I do understand, as a pet owner myself, how our pets are members of our family and the way I would feel if my Beau were injured The other good thing about Labradoodles is that they have Hair not Fur and while the information that you received about the Fur not growing back is correct, our experience is that primarily applies to double coated dogs instead of dogs with hair So, [redacted] ’s hair will grow out in short time If you have any questions or need any additional assistance please don’t hesitate to call.Thank you, [redacted] , Store LeaderPetSmart, South Nashua NH