Petsmart

PetSmart Gresham store, pet grooming service, has banned me from using ANY PetSmart grooming in any other location because I choose not to associate with Gresham store Grooming Svs any further, cancelled my appointment at the Gresham store. I found out I was banned when I tried to make an appointment at a PetSmart Cascade Pkwy location, nearly 30 minutes away (not an ideal situation for me). The groomers a the Gresham store were cold and frightened the dog being cut and my dog didn't became nervous & did not want to stay. However, I wasn't rude, just direct. But I was feeling it was important to point out that my dog seemed to be quite nervous with the behavior of the groomer & I would take a pass that time. Altho I though it was serious enough to contact the store mgr about it, I chose instead, rather to NOT return to that particular location. We know, groomers differ among different locations. And even tho, PetSmart has groomed my dog for atleast 8 years and I pay particular attention to who grooms her BASICALLY as a result of a PetSmart groomer severely cutting her ear a few years back in Eugene, Oregon, requiring stitches, I have repeatedly returned to the store. This is the reason I make sure I know who grooms my dog and will change if it doesn't feel right. It has never happened until that evening. At this time, and why I am filing this complaint is that I strongly disagree with the PetSmart admin. decision to ban me from going to any other groomer at Pet Smart. I didn't even know about being banned until I couldn't make an appointment that following week with another store located further west. I was called back by the store groomer after securing an appointment for the following day. She couldn't explain what happened but that for some reason I had been banned from making an appointment by the Gresham grooming store. She said I didn't have an appointment and not to come in and that someone from the Gresham office would call me and explain. I felt humiliated and extremely out of the loop. NO ONE EVER called me back! I immediately called the Gresham PetSmart to ask what the reasoning was to ban me from using the Cascade Pkwy grooming service & the Gresham Store Assistant assured me she would take down my comments and agreed that they did not have the whole picture but only the words from the groomer and her workers but the decision, I was told, was made by the groomer to ban me from using PetSmart. It was clearly one-sided. I told her not to bother to have him call me back, unless it was to apologize. I told her I did not feel that I had a voice and was not heard and would rather share my concerns with Revdex.com. She asked me to contact Pet Smart customer care before I went to Revdex.com so they would have it on record. I chose not to assist PetSmart further. I am only within my rights to make sure the groomer and staff are up to my standards and to make both me & my pet feel safe and in a friendly environment. I felt nothing but resentment from the groomer and her decision backed by the store manager. I feel badly however that my time and energy were disrespected and my pet went unattended for another week. At this time, I choose never to go back to PetSmart and realize that it has never been a very healthy, safe place to have luci groomed but was more associated with being a convenient location that kept me going back. I have been upset sometimes with the way different outcomes over the years and the PetSmart staff turnover continues to be a problem, in my experience and is a major reason I have shopped elsewhere consistently. I think it was very unprofessional however for the groomer & their store manager to take license to banish me from using any PetSmart facilties based on 5 minutes of conversation with a groomer. That is actually my major complaint. I warn others that the administration does not seem to take responsibility for keeping the customer satisfied but seems to be more concerned with their groomers biased appraisal rather than to find out the whole truth from both sides leaving the assumption that the customer is at fault ~ ~ in this case, banned from using other stores that might've been a better fit! PetSmart is losing a valued long-time customer. I still have NOT ever heard back from the PetSmart Manager, ever and its been a week ago. Very unprofessional, very negative, never recommend PetSmart to anyone, ever.

Dear Ms. [redacted],
Thank you for your reply.  The information presented does not specify a cause of death nor were the necropsy results included.  As stated previously, our Vet Assured program is not a guarantee of the health, nor longevity of the pet, rather it is a set of standards of care for the animals in our care.   If you have further documentation you would like us to review we would be happy to have our veterinarian review those notes. 
Sincerely,
[redacted]

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]

Dear Mr. [redacted],Thank you for contacting PetSmart.  I was sorry to hear about your dog and hope that they are feeling better.  We will be reimbursing you the $115 incurred at your vet.  A check will be processed and sent from our corporate offices.  We are...

sorry for your inconvience and hope you will continue to use our services.Thank you,[redacted]/ PCM

Dear [redacted]Thank you for contacting PetSmart.  I was able to confirm with our store that they were able to assist you with a refund.Sincerely[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

Good afternoon,
I received an initial phone call and have tried 3 times to reach Michelle. I am told each time she is out or unable to take my call. It's actions like this which caused the complaint in the first place.
Sharon

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 Ms. [redacted],
Thank you for your follow up contact to PetSmart.  I am sorry we have no record of the price quote you are providing.  The location your pet boarded at does have concrete floors, however beds or bedding is provided to all pets unless declined by the pet parent.  If your pet has additional vet visits from staying at our PetsHotel, please provide your vet bills and notes to our store or hotel manager and they can work with our corporate vets to review the documentation.  At this time, with the information provided, we do not show a refund is due.  We are sorry for the confusion and would like to offer you a $25 gift card which you may pick up at the store at any time.
Sincerely,
PetSmart

Hi [redacted],
Thank you for reaching out to PetSmart. Sean from our eCommerce team attempted to reach out via phone but was unable to get through so he has reached out through email to gather more details so he can assist you with this issue. You may respond back at your convenience....

Sincerely,
Coral

Dear [redacted]THank you for contacting PetSmart.  I was sorry to hear about your experience in our store.  I have been in contact with our store regarding thier goodwill gesture of $25, and have escalated your complaint to thier district leader who will contact you on Monday...

September 14th.Sincerely,[redacted]

Dear Mr. [redacted],Thank you for contacting PetSmart regarding your experience in our store.  Our store management team has attempted to contact you to assist with a return of your product but has only been able to leave a message.  Please reach out to any member of our store...

management team at ###-###-#### who can assist you with your return.Sincerely,[redacted]

Dear [redacted],Thank you for contacting PetSmart.  I was sorry to hear about your experience in our store.  I have researched this with our field team and found that the refund was given on 5/6/15.  We apologize for the inconvenience.Sincerely,Jessica

Dear [redacted],Thank you for contacting PetSmart.  I am sorry to hear about your expereince in our store.  I was able to check with our team who assured me that they have been in contact with you and were able to assist with a refund on 12/21/14.  Thank you for letting us...

know,Sincerely,[redacted]

Dear Mr. [redacted],We are sorry to hear about the incident involving [redacted] at the [redacted] location. We have contacted the store and are aware that the vet bills have been taken care of and the follow up visit on Monday went well. The groom was refunded and an offer was made to your...

mother, [redacted] for a credit towards future grooming. We are truly sorry for this accident that happened and wish [redacted] and your family well.Sincerely,[redacted]

Dear Mr. [redacted]Thank you for contacting PetSmart.  I was sorry to hear about your experience in our store.  Our store manager has made several attempts (May 23rd, May 24th and May 25th) to reach out to you via the phone number you provided.  Unfortunately, they were unable to...

leave a message.  Please reach out to our store manager, Janice, at your earliest convenience at 305-573-8026 to discuss your experience and resolution.Sincerely,[redacted]

Hi [redacted],
Thank you for reaching out to PetSmart. I am sorry to hear about the inconvenience you experienced at our store in regards to your refund. I have escalated this to our store and district leadership who should be in contact with you shortly in regards to this...

matter.Sincerely,
Coral

Dear [redacted]Thank you for contacting PetSmart.  I was sorry to hear about your experience.  I have been in contact with our store and have been told that they have been in contact with you and have provided you with a gift card for the...

fish.Sincerely,[redacted]

Hello [redacted],Thank you for reaching out to PetSmart.  We would like to evaluate and review the vet records for Wookie in order to further address your request. Please fax the vet records to our Pet Safety team at ###-###-####.Sincerely,[redacted]

Dear Ms. [redacted]
Thank you for contacting PetSmart.  I was sorry to hear about your experience.  I have reached out to our field management team to assist with this issue however they have been unable speak to you.  They will continue to attempt to reach out to...

you to assist with this further. Our store would like to assist with getting the certificate, you may also contact them at [redacted]
Sincerely,
Jessica