Petsmart

When we originally  reached out to Petsmart and called the number listed as a corporate contact number.  That person was on vacation lashed out for calling.  That another person unknown to us  wrote the Revdex.com stating the concern has been communicated to management, does not accomplish a resolution as communicating the concern is not the complaint.  Both we and the Revdex.com have communicated to Petsmart  the concern.  So being told that the concern has been communicated accomplishes nothing new. A simple resolution would be an apology from the executive who was so upset at us stating she was in upstate New York, the Catskills, with her son and was indignant that we would have dialed her number.  To be clear her number was listed publicly on the internet as a corporate  contact number, and we we not deserving to e berated just for calling.

Dear Mr. Kozusko,
Thank you for reaching out to PetSmart.  I would be happy to look into this for you.  Can you please email us the detail of your purchase?  Specifically we need the store location and dates of purchase to
href="mailto:[email protected]">[email protected].  We can work with our store to see if we can assist with a refund.
Sincerely,
Jessica

Dear [redacted],
I am sorry for the mix up with your name.  PetSmart is self insured therefore the insurance information you are requesting, does not exist for a claim of this nature. I am sorry that we cannot come to an amicable agreement however our offer for a $50 gift card is still available to you should you need food, treats, or toys for [redacted].
Thank you,
[redacted]

Dear [redacted]Thank you for contacting PetSmart.  I was sorry to hear about [redacted] and hope he is on the road to a quick recovery.  I have been able to determine that a check of 249.80 has been ordered and mailed to your address. ...

Sincerely,Jessica

Dear Ms. [redacted],Thank you for contacting PetSmart.  We were sorry to hear about your dog and hope that he is on the road to a quick recovery.  I have looked into this matter and found that we are lacking the medical bills.  Please fax those attention [redacted] at...

###-###-####, so we can look at reimbursement opportunities.  Sincerely,[redacted]

Dear Ms. [redacted],Thank you for reaching out to us and expressing your concern. I’m sorry to hear about your dog. The Store Manager will be reaching out to you by 08/10/2015 to discuss further and ask for the veterinarian’s evaluation for review.  Sincerely,[redacted]...

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.
I expect a full refund! We  spent half a day taking Sammy in the car to a scheduled appointment the trainer forgot about. This company employees a incompetent and extremely rude trainer.Partial refund is unacceptable because we received no service at all from this poorly run store.letting them near my dog is out of the question.When the trainer went near my dog it was obvious he([redacted])was extremely ignorant and was so rude I had to leave the store. Please tell them I expect my 125.00 dollar refund. Them not being able to find the paperwork is no surprise and only makes my point! Thank you
Regards,
[redacted]

Hello Emily,
thank you for your reply.  Logan Shuck will be sending you a check for your gift card.
Thank you
Jessica

Dear Ms B[redacted],
Thank you for contacting PetSmart.  Unfortunately we no longer have that product in stock.  We would be happy to assist with the alternative product our managers advised you of, or I can assist with a return of the coupon booklets if no other cuopons have been used.  If you have a complete coupon book you can contact me at [redacted] and I can assist with arranging the return.
Thank you
Jessica

We appreciate your patronage at our stores and are sorry to hear we did not meet your expectations when it came time to groom your dog’s nails.  I can assure you that we looked very carefully at this exact issue when we were determining how best to handle requests to accompany service animals...

into our grooming salon.  Regretfully, as a commercial enterprise, our salons are not set up to safely allow customers in the grooming area.  It is not safe for the customer because the space is restricted, our groomers are using sharp tools, the floors are sometimes slippery and the other dogs on the tables are easily within the bite zone if they become nervous or the customer accidentally bumps into them.  We feel the situation is not safe for the other animals who are being groomed either.  We do not allow any customers into the grooming area or bathing bunkers of the salon, and our own PetSmart employees are not allowed into those areas of the salon either until and unless they are salon-safety certified.  We hope this explanation is helpful and we certainly hope you will continue to allow us to serve your pet’s needs.  Sincerely,[redacted]

Dear Mr. [redacted],
I am sorry for your experience.  I have passed your information to our coroporate communications team and asked that they mail you a letter.
Sincerely,
Jessica

Thank you for contacting PetSmart.  I was sorry to hear about your experience in our store.  I have referred your information to our third party claims administrator [redacted].  They have assured me that they were able to speak to you on November 19th and attempted a second call on...

November 21st.  I will ask that they reach out to you via phone and mail.Sincerely,[redacted]

Dear Mr. [redacted],
Thank you for your follow up.  Because we cannot see the merchandise in question we would refer this to our store to resolve.  If your merchandise falls within our policy we will accept your return.  Our return policy states that we will accept returns of merchandise in new or resellable condition (with a reciept for the heater).  If your items are in new or resellable condition, and you have the receipt we will be happy to assist you further with a return. 
Sincerely,
[redacted]

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.
Regards,
[redacted]

Saturday (June 28, 2014)
I attempted to return about 10-15 small dog clothes, leaches, and collars (totaling ~$150) to the Federal Way, WA Petsmart location. [redacted] was the representative that greeted me at the time of the return- Saturday (June 28, 2014). I informed [redacted] that I received these items as gifts from my fiancé’s mother and therefore I did not have a receipt for the items. [redacted] scanned one of my items and stated that he did not see a receipt on file for the items. He then asked if I knew whether or not my fiancé’s mother had a Petsmart Reward Card. I informed him that I was certain that she did not have a reward card, due to the fact that she does not have any pets and she only purchased the items because my puppy was considered “the new addition” to the family because I lost a child last year.
[redacted] stated that he would call me within 24-48 hours after contacting the Corporate Office to retrieve a receipt for the items. I left the items in [redacted]’s possession so that he could further research the items for the receipt.
Tuesday (July 1, 2014)
After 72 hours I did not receive a call from [redacted] nor [redacted], so I called the store on Tuesday (July 1, 2014-3 days later). I was told that [redacted] and [redacted] were unavailable to speak with me, and I left a message requesting a returned phone call.
Sunday (July 6, 2014)
I visited the Federal Way, WA Petsmart to check on the status of my return. I spoke with [redacted] and informed him that I contacted the Corporate Office via email through your website and filed a complaint regarding this matter. I also recognized the “No Hassle” Return Policy stated on the website which I informed [redacted] of, which he completely ignored as I stated this information. He proceeded to tell me that my items had been placed in the possession of the Loss Preventions Department for research. I then inquired of why my items were being researched by Loss Prevention. [redacted] stated that there was “such an array of items and an assortment”. I informed him that my fiancé’s mother purchased these items as any other dog lover would and due to the loss of my child, my puppy was considered as her grandchild. At this point I became frustrated with the matter and asked that [redacted] return my items to me. Luckily, I had taken a picture of the items (because I sent the pictures to my family back home so that they could also celebrate the coming of the new addition to the family). After comparing my picture to the items that [redacted] handed me, I noticed that about 7-10 of the items were missing. He stated that some of the items had been placed back on the shelf. I asked why this was done and he stated that he was uncertain and that perhaps some of the new employees had placed the items back on the shelf.
At this point, [redacted] had implied a false accusation of theft and has in turn committed a crime of theft from the customer, by returning my items to the sales floor. [redacted] made another accusation that implied that African Americans do not purchase an “array of items” for their pets by stating that “it is hard to believe that you would purchase this many items for your pet”. I then blatantly asked him if he stated this because I was “Black”? I informed him once again that these items were gifts. He made a gesture as if he was uncertain of what he just said and stated- “Well no”.
I was clearly treated unfairly due to the color of my skin and labeled as a “thief”. The staff of the Federal Way, WA Petsmart obviously have an issue with race, which I have noticed that there are NO minority staff members at this location. I have visited this location on numerous occasions to take my puppy to the Banfield Hospital and to purchase her food and various other pet items.
I will NO LONGER shop at Petsmart due to this horrific experience from a simple return and will ensure that my family and friends are aware of your poor business practices and lack of diversity training for your employees.
Sincerely, [redacted] Highly Dissatisfied Customer

Dear Ms. B[redacted],
Thank you for contacting PetSmart.  I was sorry to hear about your experience.  Unfortunately we do not have the product available.  Our district leader has reached out to you to offer an alternative product for the coupon. ...


Sincerely,
Jessica

I saw a couple cheap things I wanted so I put them in my basket and continued shopping. I place my order for 9 things totaling $30. I then get an email saying that the items I purchased is no longer available. I then ask to cancel my order and was told that I could. They even sent me an email saying my order was cancelled. Now I receive an email stating that my "partial order" is on its way. So these guys enticed me with cheap dog toys and only send the expensive ones. This is/or should be illegal.

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.
Dear [redacted],
Thank you for your response to our Revdex.com correspondence. We understand the offer extended by Petsmart for a veterinary check-up was for the purpose of addressing the injuries our dog, [redacted], sustained while under your charge in doggie day care. It should also be noted that when we declined the offer at that time we were further informed that we would be able to redeem the offer for a complimentary veterinary visit at a later time. We gave your company the opportunity to honor that arrangement numerous times, albeit unsuccessfully for reasons on Petsmart's behalf. Unfortunately, the time has passed for your company to make amends by honoring your prior promise. At this time, a full refund of $125, the cost of our pet's stay at doggie day camp, will be the only course of action acceptable to reach an amicable resolution. We seek a full refund for the following reasons:
1. The injuries sustained by our pet during the time he was under the charge of Petsmart.
2. The lack of notification given to us about the obvious injuries suffered by our pet or of the altercation that led to those injuries, either verbally or through the formal "doggie report card."
3. Our pet being kept in a kennel during the time he was supposed to enjoying the benefits of being outside a his cage (an extra service we paid for outside of the normal cost for boarding), which was made obvious during the time we picked our pet up and he was not seen in the open play area on the closed-circuit television provided in the lobby area of the pet hotel.
4. The empty promises made by your company in regards to honoring a complimentary veterinary check-up, a goodwill gesture of customer service for Petsmart's negligence during the care of our pet.
5. The general lack of customer service in response to our complaint, and for the frustration and aggravation caused by this process.
It amazes me that not once has a representative attempted to contact us to work towards an agreeable resolution after our complaint was submitted to the Revdex.com. I hope the next response made by your company will do more to address the entire gamut of our concerns. Please be advised, should Petsmart not be agreeable to a full refund of $125, we will escalate this issue by filing a formal complaint with The [redacted]. We look forward to speaking with you. 
Regards,
[redacted]

Dear Ashley,
Thank you for contacting PetSmart in regards to the issue that you are experiencing with an aquarium cartridge. Unfortunately are Call Center did not advise what product you are inquiring about.  If...

you can please provide a copy of your aquarium receipt to me at [redacted] l will speak to our vendor to see if they can provide any assistance. The receipt will also help me to determine what product you purchased as there are few aquarium and cartridge sizes and types. In addition, it helps the vendor to know the exact product and the receipt provide this necessary information and shows proof of purchase.
If you do not have the receipt please provide the below information and I will research the receipt for your convenience. 
1.  The exact date of purchase (please refer to your credit card statement if you are uncertain):
2.  Confirm the PetSmart store location where the purchase was made:
3.  The method of payment (if credit or debit card, we will need the last four digits of the card number:
4.  The total amount of the transaction:–
5.  Your Pet Perk number:
Thank you for your help and time!
Sincerely,
Carol

Dear Ms [redacted],Thank you for your follow up contact.  Again, we apologize for your experience.  In speaking with our store they have told me they did not report the bite, however our associate did need to seek medical treatment for the bite at an urgent care center, and it is my understanding is that urgent care did report the dog bite.  We will not be able to reimburse the costs of the quarantine.Sincerely,[redacted]