Petsmart

I come to this store often to buy fish supplies. Every time I look at their fish I am shocked at how many of them are either dead or diseased. First of all, their bettas are kept in very small containers of dirty water that is not heated. An employee there told me that they feed them three times a week at most, which is very unhealthy for the fish. I have also noticed tanks full of fish with literally every one having visible diseases like ick. I have lost several fish I bought from Petsmart due to diseases such as ick and fungal infections and have not received any sort of compensation. They do nothing to improve the health of their fish and continue selling them at full price with only two days to return a fish if it dies. Diseases often take much longer than this to manifest. It is extremely unfair to both the fish and the store's customers.

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.

To add insult to injury Petsmart is referring to me as " [redacted]", when it's clear that this complaint is made by [redacted]! This company did not contact me, and as of this day still has not contacted me. I  called corporate several times with a promise to get a call back, and to receive insurance papers  which I never recieved. You're only contacting me now because the Revdex.com is involved. My dog breast was not matted.You are not honest, you do not want to accept the fact that you are negligent. After the first cut the so called "professional" should have not continued as my pet was in horrific pain. I missed several of work to care for my pet. As well as my pet missing several play dates that were paid for. You act as though you're doing me a favor by not charging me for a Vet bill, that you clearly caused the damage for.

Regards,

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. [redacted],

Thank you for contacting PetSmart.  We were sorry to hear about your experience at our store.  [redacted] at our store has been attempting to contact you but has not been able to leave a message.  She will try to contact you again during evening hours,...

however please feel free to reach out to her at [redacted] for further assistance with this issue.

Sincerely,

Thank you for cotnacting PetSmart.  I have looked into this with our web team and buyer.  The product in question was not advertized in our circular, rather the price was marked lower as a reduced to clear item.  As this is a clearance item not all our stores will have this product in...

stock.  I apologize for the inconvenience.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

Dear [redacted],
Thank you for contacting PetSmart in regards to your recent PetsHotel stay.  We have processed a refund on the service provided. We again, thank you for bringing this matter to our attention.
Sincerely,
Coral

What an awful experience. My pet was sold to someone else. Beware! If you or someone you know bought a guinea pig from PetSmart in Whitehall Plaza on the west side of [redacted] on this Friday, March 25th or Saturday, March 26th, please contact Chris S[redacted] on Facebook! Follow [redacted]. She's a brown baby Abyssinian with a small bald spot on the top of her head. She may be sick, some sneezing and a crusty nose from a bacterial upper respiratory infection not properly treated. You may be surprised at the reward offered for this safe return of this adorable little rodent.
I really need to get the names of these people out there, so wherever they work, people know not to trust their word. Especially when it comes to something as important as our pets, who are family for so many of us. David H[redacted], the store manager at PetSmart here in [redacted] who facilitated all this, and then basically told us, "Ah well, we'll toss ya a new guinea pig, on the house." April S[redacted], the manager who posted about our craziness on Facebook after she sold our pet then kicked Holly out of the store when she freaked. I don't have last names for Carie, the customer service manager who is more concerned with her vacation than customer service, Jason, the assistant manager who gave us all sort of updates and kind words and reassurances but did nothing to ensure we'd actually get out pet back, and Kyle, who claimed to be a manager but really isn't at all.
For those saying we got a refund for Hobo, you are right, we did. We questioned this, but were told that in order to treat Hobo, she had to be in PetSmarts possession, and that the refund was nothing more than a formality we didn't have to worry about. I adamantly insisted I did not want to return my pet and they adamantly insisted we weren't returning our pet, We were assured and reassured and at no time was there a question that we were talking about MY pet, if there was, we would have brought her to the same vet her sisters go to. We were blatantly lied to, then only told by the store manager, David H[redacted], after she was sold to another party that his entire management staff shouldn't have told me we could have her back, but that he condones them lying to customers as necessary. They are dishonest, untrustworthy people I wouldn't trust to bag my groceries, never mind care for a loved family member.
I can't believe they would refuse to contact the new owners and at least try to work something out with them, if not doing what they should and taking full responsibility for this and doing whatever is necessary to make up for such horrible treatment of their customers and the loved animals they are entrusted to care for. Don't take the chance taking your pets to PetSmart, even for a trim!

I have bringing my dog for grooming for a few years. My last visit, I called an made my appointment as I normally do and received no notification of any type of changes. I brought my dog in, dropped her off and my Dad picked her up for me. When I got home I realized they charged more than they have in the past without warning. They didn't not even disclose this to me when I dropped her off. It went from $49 to $57. When I went to the location to advise of this, I was advised that there was a higher price now on weekends that had just started that week or the week before. I told them that I wasn't notified of this and they responded that a new call center makes the appointments and should have told me. They didn't offer a reimbursement or anything. Very disappointing for a frequent visitor.

Dear Ms. [redacted]

Thank you for contacting PetSmart.  I am sorry to hear about your cat and hope that they are on the road to recovery.  We would like to look into this with our quality assurance team, product specialist and vets.  Our product specilaist will be...

reaching out to you to dscuss, additionally if you or your vet could fax us your vet bill and treatment notes that will assist our team moving forward.  Our number is [redacted] 

Sincerely,

Jessica

Dear [redacted], Thank you for contacting PetSmart.  I wa sorry to hear about your experience.  I have forwarded your claim to our pet safety team as well as [redacted], our third party administrator for medical claims.  They should be reaching out to you this week to assist...

you further.Sincerely,[redacted]

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

Hello Emily,

thank you for your reply.  Logan Shuck will be sending you a check for your gift card.

Thank you

Jessica

Thank you for contacting PetSmart.  We have removved your email from our system.  We do show that the email was readded back during customer checkout on our pin pad.

THank you

Jessica

Dear [redacted],

Thank you for your response.  Our store has assured us they have spoken to you regarding the time and cost of the groom, but we feel bad you are still not satisfied.  We will be mailing you a $20 gift card for the inconvenience.

thanks

Jessica

I took my Lab in for her summer shave and bath at Petsmart (3-16-14) and being that I live 30mins away I stayed close by and shopped around. The grooming department has a viewing glass so you can watch your furry friend as they are being pampered! I would peek in here and there and notice the groomer that my dog Lacey would get so frustrated with her because she would sneak a kiss or by wagging her tail and making it challenging for her. I notice her rolling her eyes and taking deep breathes out of frustration. Every time another dog would walk in my Lacey girl would get excited, is this her fault that she is a loving dog? The groomer grabbed her snout and said something to her out of anger! I then was like well I'll just let this young lady know I'm watching her and stood in front of the glass making my presents noticeable and out of amazement I saw another groomer say "the owner is watching" now although I could not hear what was going on I could tell what was going on and CLEARLY saw these words come out! Just a minute or two later of rolling eyes and anger the groomer took my dog in the back to finish her. What she did behind closed doors is a mystery and I am NOT pleased! They're were about 5 lady groomers in there who should had said something but didn't. I was so upset but I avoided conflict because it was an extremely busy day for Petsmart. When the groomer who was working on my dog ([redacted]) came out she knew I was the owner of this dog came up to me handed me her report card and acted like NOTHING happened. I left upset and unsatisfied. The next day (3-17-14) I called the store telling the manager about this situation and he made it seem like I was at fault by not telling him during the time this situation took place. He also was telling me over and over who how everyone loved this groomer she is one of the best. I then said this still doesn't excuse her behavior and attitude. I didn't feel like I was clearly being heard, I then called Petsmart Corporate in which I felt like they were truly sorry and they would take the extra steps in fixing this!
Petsmart in Yuba City CA
Groomer- [redacted]

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]

This business is horrible they only have one cashier working. The good ones I found out were fired including a really sweet girl. This company is very different towards employees who are not the same shade as I have seen at how managers have treated them. The managers talk down to their employees and I have seen a confrontation first handed in which the manager caused it and employee defended herself

[redacted]Dear [redacted]

Thank you for contacting PetSmart.  I was sorry to hear about your expereince in our PetsHotel.  I have spoken to our field management team who have assured me they have spoken to you regarding your stay and have returned 2 days of your stay as well as 2...

days of day camp.

Sincerley,

I have never experienced bad customer service like I did today at the Petsmart Grooming Salon in Waldorf, MD. My husband dropped my dog off on 08/26/2016 at 8am for his grooming appointment for a bath, cut and nail grinding. I received a call from the groomer (Shannon) around 11am and again around 2pm saying she was taking a break with my dog because he was "agitated". I said ''ok''. Although, I've never had this problem with Petsmart in the past four years, I assumed that maybe she was new groomer and needed a little more time. Two hours later I hadn't received a call back to pick him up so I decided to stop by to see if he was ready to be picked up. When I arrived to the salon I was spoken to very inappropriately because I didn't wait for a call to pick him up; the manager (Rodney W[redacted]) was called and also proceeded to be disrespectful to me and walked away as I was speaking. I then, had to wait an additional 45 minutes for a different groomer to finish my dogs grooming because Shannon had left for the day and passed him to a different groomer.

I will NEVER go back there!!!!!!!!

POOR CUSTOMER SERVICE!!!!!!

RUDE STAF!