Petsmart

I went today for my appointment on Saugus store MA # 1962 at 7 am . It wasn’t first time I noticed your grooming services works by production not for quality rendered to the customers. However , I decided to give a second try because of location , etc. I had an appointment at 7am and I told the groomer because my puppy was recovering of cold and finished to take medicine 15 days ago. The only services need today will be nails, cleaning ears, cutting hair around genitalia area. She mentioned about ear hair and I TOLD HER, don’t touch anything today. Also , I mentioned I wasn’t mind paying for the full service , I was not authorizing shower because he is recovering of cold.
My puppie is a 10 months maltese , we know they have a beautiful white hair ; when my dog was given to me I was in shock, they SHAVE and cut all his beautiful EAR hair.
I signed the paper but I did not authorize for this total animal abuse. After you signed the paper they can add what they want ..I did not ask to remove all my maltese dog hair.She said I did.
I spoke with store manager, she shown me the paper , I explained what happened and she told me if I was not satisfied I should look for another store . I did not pay for this disgrace , off course , but what kind of company is Petsmart ??? You sign for the service and they add what they want ?? If my baby gets a nail infection , I will suit this company !!
I will follow the store manager advice: I will never come back again; I will report for the competent channels their practices as well.
Dog Lovers don’t trust your babies with them , they are only cute pictures on the internet for people see!! You have to see my little 10 months maltese!

I was told by the store MANAGER that I could NOT return the items without the original packaging.
our tree frog DIED OF A DISEASE,  which means his terrarium IS NOW CONTAMINATED!
DO YOU HONESTLY think you're going to put the terarium back on the shelf to resale KNOWING that it is CONTAMINATED???
I know you don't have staff in the back in charge of disinfecting tainted terariums/ fish tanks etc.
I want a full refund on my purchase.... you need to get in contact with store # [redacted]. Their phone number is, [redacted].
then get in contact with ME. my number is [redacted].

Dear Ms. [redacted],Thank you for contacting PetSmart.  I was sorry to hear about your experience in our store.  The sale price reflects the price after the discount gained by using your PetSmart loyalty card (or phone number).  Each of the sale tags does reflect the brand and...

item on sale.  I will pass your feedback along to our marketing team regarding the wording of the tags and request for further detail.  Additionally, I will let our operations team know of your concern about the verbiage on our receipts.  They do show the original price, as well as the sale price (and return price) next to to the item description, which may be abbreviated to fit within the space allowed.  Sincerely,[redacted]

Thank you for your quick reply.  We will ask our stores to reach back out to you to discuss further.
Sincerely
[redacted]

Dear Ms. [redacted],
Thank you for your reply.  Unfortunately we are unable to perform a return with no merchandise to return.  I am sorry we were unable to assist you.
Sincerely,
[redacted]

Hello Daryl,
Thank you for contacting PetSmart.  I am sorry to hear about the troubles you have faced in opting out of our email services.  I do see your original request was made on 1/6/16 and no emails have been sent via our system since 2/6/16.  If this is not...

the case please let our cusotmer service department know so we can look into any additional email addresses we may have on file for you.  We will be sending you a $50 gift card for the inconvenience.
Sincerley,
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]

THank you for your follow up, we will ensure that you are contacted a second time.

Thank you

Jessica

Dear [redacted],Thank you for reaching out and expressing your concern. I’m sorry to hear about your dog. At the moment we are waiting for the vet notes to review from your veterinarian. As soon as we get those notes, we can review them and the Store Manager will be in contact with you. Sincerely,[redacted]

I TOOK MY DOG TO PUPPY DAYCAMP EVERY SUNDAY UNTIL I RECIEVED A CALL THAT MY DOG LEG WAS BROKEN "WHILE PLAYING WITH ANOTHER DOG" MY DOG SPRINTS LIKE A TIGER AND JUMPING OVER ANOTHER SMALL DOG COULD NOT BREAK HER LEG. WHEN I RECIEVED THE DOCTORS NOTE IT SAYS MY DOG WAS STEPPED ON BY THE PERSON SUPERVISING THE DOGS.
I ACCRUED A BILL OF OVER $2000.OO AND PET SMART DID NOT HAVE THE COURTESY TO PAY FOR DEMAGES. DO NOT BRING YOUR PET THERE.THEY DONT CARE ABOUT ANIMALS THEY CARE ABOUT MAKING MONEY!!!!!! THE MANAGER PROMISE TO PAY THEN CHANGE THIER MIND THE NEXT DAY. THEY ARE RUDE AND DISRESPECTFUL!!!

Dear [redacted]Thank you for contacting PetSmart.  I was sorry to hear about your expereince.  Our store manager Randy advised us that he spoke with you about this incident shortly after it happened and attempted to follow up with you on 1/22 to ensure that you were satisfied...

with your initial conversation.  Please reach out to him at [redacted] at your earliest convenience to further discuss.Sincerely,[redacted]

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 [redacted],Thank you for taking the time to contact us here at PetSmart. I apologize for the product not meeting your expectations. I can assure you that your concern has been brought to the attention of the Merchandising Team.PetSmart guarantees the quality of our products....

Therefore, if you are unsatisfied with any item you have purchased, we encourage you to speak with your local Store Manager.You may obtain a refund by visiting your local store with the product and the original receipt for a refund, merchandise return card, or product exchange. Receipts are valid for 60 days from the date of purchase.If you do not have your original receipt, you will receive a merchandise return card or product exchange only. There are select items that require a receipt for a return or exchange. These exceptions are noted in our store.Again, I am sorry for any inconvenience this may have caused you. Thank you for your time.Sincerely,[redacted]

Dear Mr. [redacted],

Thank you for your follow up.  I have spoken to our store, they have a copy of your receipt and would be happy to assist you with a return if you can bring the merchandise back to the store and ask for the pet care or operations managers.

Sincerely,

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,

Dear Ms. [redacted],Thank you for contacting PetSmart.  I was sorry to hear about your experience with our Day Camp buy 10 get one 1 free program.  I have passed this along to our PetPerks department and asked them to call you to help resolve.  I have been informed that [redacted]...

from PetPerks contacted you on 6/13/14, however was unable to speak to you.  Her direct number is ###-###-####.We appreciate you letting us know and again we apologize for the troubles you have had with our program.Sincerely,[redacted]

Dear Mr. [redacted],

Thank you for contacting PetSmart.  I was sorry to hear about your experience.  We would like to offer you a $25 gift card to assist with the purchse of new fish.

Sincerely,

Thanks for your reply.  Our store manager has attempted to reach out to you but has been unsuccessful.  Our store will gladly return the harness for a merchandise card, but will require a receipt for the clippers per our return policy.

Sincerely,

Jessica

Dear [redacted],

Thank you for reaching out and expressing your concern. I’m sorry to hear about your cats. The Store Leader at the [redacted] PetSmart was able to get in touch with PCAS. PCAS...

will be in contact with you to offer treatment for your cats. Please feel free to contact the PetSmart store at [redacted]or additional information.

Sincerely,
Krystal K[redacted]

Went to purchase dog food and my brand had only small 18lb bags (2) and the larger 34lb bags were empty since they were on sale and they were almost the same price as the small bag. I went to the register to see if I could get a rain check on the item and I was told that THE CORPORATE OFFICE had cancelled allowing rain checks. I have to drive 10 miles to this Petsmart because other stores do not care my dogs brand. This is a smack in the face to allot of people including myself who have to travel to get their dog food and to arrive and not be able to get the food since they are sold out due to the sale. I did not have enough food for my dog to last even 2-3 days so I needed to purchase the food. If I was able to get a rain check I could have gotten the great $10 off the large bag and I WOULD HAVE BOUGHT TWO BAGS but since they did not have any and there was no other solution I did not get the bags. I spoke to the manager and everyone at the store was in agreement that it is ridiculous for the corp. office to stop all rain checks. Thank god there was at least 2 of the smaller bags. The manager and staff who were very accomodating gave me the two bags for the same price as the larger on sale bag. Thank god for the great customer service by the manager and the associates and if not for them I would never shop at a Petsmart again since the Corporation does not seem to care about customers as seen by REMOVING rain checks all togther. If there was not 2 of the smaller bags I would have had to pay the full price for one which was $2 less then the larger on sale bag which of course is a total rip off. The Corp Office needs to value their customers and re-instate rain checks because they do help when there are circumstances like I had. SHAME ON YOU PETSMART CORPORATE OFFICERS!!!!!!!!!!!!!!!!!!!!!!!!!!!!