Petsmart

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]

[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,

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 your reply.  Our store manager has not had the opportunity to speak to you regarding this issue.  They have attempted to contact you but have been unsuccessful to date.  Please reach out to Paul at [redacted] and he would be happy to discuss with you. 

Sincerely,

Jessica

Dear [redacted],

Thank you for yoru reply.  I am sorry for the delay in responding.  We have been unable to locate your adoption records but want to assist.  Please reach out to our manager Todd at [redacted] at your convenience and he will be able to assist.

Sincerley

Jessica

Dear Ms. [redacted]

Thank you for contacting PetSmart.  I was sorry to hear about your experience with our store.  We would like to look into this further.  Could you send us the location you visited so we can assist with a resolution?  We can be contacted...

at [redacted]

Sincerely,

Jessica

First I will post the email I sent to Petsmart:
"Bought a large litter box made by Whisker City from Petsmart a long while ago. It broke which I incorrectly assumed was human error. I ate the $30 cost and bought a new one which is the one in question for return. I bought this sometime in the latter half of last year and I do not have a receipt for it, but I did use my Petsperk number and I still have the same Visa card that I used to buy it. Before I made a trip in to return it I emailed Petsmart Customer Care to make sure I could do so. My time and my gas are both valuable.
In the first email I am told "PetSmart guarantees the quality of our products." and "If you do not have your original receipt, you will receive a merchandise return card or product exchange only."
I was fine with that solution as one bag of dog food alone will eat up the cost and then some of the merchandise return card. I also followed the hyperlink to Petsmart's website to review what is comically titled "No-Hassle Return Policy". Following the link titled: "Returning Products Purchased at a PetSmart Store"
and then going to the section "Returns or Exchanges Without a Receipt or With a Receipt Older Than 60 Days it states":
"Bring the product and a valid ID to any store and a merchandise return card for the most recent sale amount will be issued. If making an exchange, any positive balance will be refunded in the original form of tender."
It does not state anything about returns or exchanges without a receipt AND older than 60 days, but the combination of No-Hassle Return and the guarantee of quality misled me to believe Petsmart would care about the return. It does reiterate the aforementioned merchandised return card. I never wanted an exchange as two broken in a row tells me the brand is junk.
I made a special trip out last night at around 7 p.m. to return it and spoke with Paula. She said she was just a shift lead and could not authorize the return. I would have to speak with Mickey the store manager. We aren't talking hundreds of dollars, it was a broken $30 litter box that I had in hand and is still currently being sold so prices could be referenced. Nevertheless I wasted a trip out and back still with a broken litter box and no refund.
I got off work early enough the very next day from Cincinnati and made a special trip in to speak with Mickey. A bit of background on me-I worked 7 & 1/2 years at a [redacted]-I know customer service very well and she exemplified the opposite of everything one would look for in that department. She flat out refused a refund, slightly shaking her head no the whole time I spoke with her. When I told her I had the email from Petsmart Customer Care and the copy of the return policy in my car and that I could go get it she said "You can but it won't change anything, I am still not going to give you a refund." She also stated it has to be in returnable or salable condition. So if something is broke how are you ever supposed to return it? I can understand if a collar didn't fit right, a lease was too short, or the dog didn't like the bed but most returns I have ever had to make were due to a defective or outright broken product which by definition is not in salable condition. Referencing those aforementioned products I have never had any issues with any other retailer in the [redacted] area. Petsmart and their No Hassle Return policy is the only one to give me troubles. The litter box is cheap plastic and breaks when the cats enter and exit on the same corner as where the first one broke." After that email was sent I received an email stating someone would contact me in 1-2 business days. I received that email Saturday. Wednesday night (3rd day) Paula contacted me. She reiterated there is nothing that the store can do. I have no qualms with Paula, she was a nice person to speak with but bound by a terrible return policy and the store manager made no efforts to put the customer first. Some talking points I brought up-this litter box made by Whisker City is EXCLUSIVE to Petsmart. It is essentially a Petsmart brand (think Kroger value brand). That is what makes this even funnier: it is basically a Petsmart product and they won't honor it. I also asked what they do when someone brings a broken or unsalable item in for return as that does not meet their definition of a returnable item. "They are working through that". Paula recommended me to contact the manufacturer who is, unsurprisingly, impossible to find contact info other than Petsmart. The label on the new boxes they are made in China and distributed by Pacific Coast from Arizona. A quick google search in effort to find info regarding the manufacturer brings this up: "Our founders, Jim and Janice Dougherty, incorporate their pet superstore concept as Pacific Coast Distributing, Inc. in 1986." from the Petsmart website.
I am done with this terrible company. $60 in the hole. I will spend my money where I am treated better.

I have been buying fish at Petsmart Southcenter Tukwila for many years. Last week I bougt 6 (cheap fish) I noticed the tank she was getting some of my fish out had several dead little frogs and fish and I asked about that. The response was that they were just delivered and they didn't make the trip...... I was home within half an hour and to my disgust 4 out of 6 fish were already dead. The next morning number 5 was dead. I went back yesterday with my receipt, the clerk who assisted me initially told me I was number 3 or 4 that day with the same problem. Hmmm.... 2 more clerks walked up, not knowing one was a manager (so they said...) They were discussing among each other that the extreme weather change might have been the factor especially since I was not the first customer with this complaint. Then she asked me if I brought the dead fish! Whaaaaat, I don't collect dead fish! Nobody ever ever told me when purchasing fish I had to bring their bodies back when they died.... So I told her, besides that I wasn't sure when I had a chance to come by. Well she said, you should have put them in the freezer. Really??? We are not talking about 50 dollar a piece fish here, they were maybe worth a total of 10 bucks. She refused to replace them and just walked off. I told the clerk who was left with me I didn't blame her but that this was the worst customer service I have ever experienced. The clerk felt obvious very akward and told me to ask the manager again, who was talking to another customer. She ignored the clerk for a good 5 minutes while I was waiting and then told her absolutely no replacement or refund. I would even have been satisfied if 2 out of the 5 dead fish were replaced as compromise. It was never about the money, it is all about customer service. Well there was no customer service at ALL. Rude, very unprofessional. I will not shop for anything at Petsmart anymore, there is a [redacted] right accross the street!

Dear Ms. [redacted],

Thank you for contacting PetSmart.  I am sorry for your experience.  The coupon does require that the purchase amount before shipping and tax be $60 for any online order.  If you could email us the product information for the...

cans you are looking to buy and the store number we can ensure that the store has proper stock.  Additionally we will be having a site wide flash sale on July 7th which will offer sales on most food products.  Our email address is [redacted]@petsmart.com

Sincerley,

Jessica

Dear [redacted],

Thank you for contacting PetSmart.  I was sorry to hear about your dog.  I have been in contact...

with our ecommerce center.  We do not show that the return labels/call tags that were issued were used.  If you have already mailed the product back, please contact our call center at [redacted] with any tracking information and we can ensure that a credit back to your credit card is applied.

Sincerely,

Jessica

Dear Ms. [redacted]

THank you for contacting PetSmart.  I was sorry to hear about your experience in our salon.  I have shared your comments with our field management team and asked them to contact you.  Our store would like to apologize in person and offer you a free...

groom.

Thanks

Jessica

Dear Mr. N**,

Thank you for your response.  Unfortunately we were unable to locate you in our records under your name, phone number or email address.  If you would like to provide us more information to look into this more thoroughly we would be glad to assist.

Sincerely,

Jessica

Dear Mr. N**,

Thank you for contacting PetSmart.  We appreciate you reaching out to us,...

however, we do require additional information to address your concerns.  We noticed the date of your incident was 10/8/2010, if you could include some specifics about the issue we would be happy to address.

Sincerely,

Jessica

I would first of like to thank Katie for her wonderful customer service. She is the ONLY reason I would even put 1 star on this store location. HORRIBLE CUSTOMER SERVICE:I come in and already I'm ignored by the cashier(didn't get her name because she wasn't wearing her name tag. short, 5'4, heavyset African American with mid-length hair) because she was talking to what I could only assume to be her male friend who was a securitas guard(tall 6'5, African american, short hair cut). I ask where the dog section was and she looks at me as if I'm stupid and says "weeeeellllll, what specifically"? I replied "nothing just the dog section, was looking for attachments". instead of just telling what part of the store to look, she then says "what kind of attachment? we got all types of attachments, toys, food what do you want"? by then I had already gotten irritated and just wanted to find it myself because the tone I was getting from her was coming off very rude(it was about 20 minutes to closing). I replied just a dog attachment for a vacuum nothing else, what part of the store can I find it? Then the securitas guard decides to intervene in the conversation and say "well which kind of attachment? I mean we got all kinds of damn attachments, toy attachments"(..... and proceeds to go into the same speal she just did. the cursing I really didn't appreciate because by that time I felt as if he was trying to intimidate me with his size so cursing at a customer really didn't help the situation.). Eventually they called over Katie and Katie was able to understand what I was talking about easily. I have never had this type of lack of customer service or rudeness ever happen at other petsmarts near me so from now on I think I will just keep from that location again. Matter of fact, even though Katie did her best to assist me while those other tried everything they could to irritate me to the point of leaving so they don't have to worry about closing late, I think I might just use the item I have today and then return it. I'm sure I can get it cheaper and less hassle free online.............

Also, if you have a securitas guard only worried about hitting on the female staff instead of doing their job, he is not really keeping up with his obligation. The management may want to look into that.

PetSmart Paramus Grooming Killed my 6 yr old healthy shih Tzu. This place is a nightmare and so I hear from so many others how horrific their grooming practices are. I have since file suit. And I have launched a campaign to require dog groomers to be licensed in the state of NJ. Please do your homework. This is no place for your dog to be groomed.

Petsmart has increased its prices for grooming services on Saturdays and Sundays. In essence, this discriminates against customers who work M-F, 8-5 jobs. The grooming salons close at 6:00 M-F, which is hardly enough time for customers to go home from work, pick up their pet and return, and have services completed by 6:00. I took my dog in last Saturday for a nail trim, normally $12, and was told in advance of the new policy and that it would be $14. That is a 16% increase. I can only imagine what the increase would be for grooming or bathing. When I asked why the increase, I was told it was to get more customers to come on weekdays. I had the nail trim done since I was already there, but will look for another salon unless Petsmart changes this discriminatory policy.

PetsMart pretends to be experts but they absolutely do not know anything. Their employees pressure you using their so called "expertise". Their fish is infected and killed all my healhty fish (perfectly fine for 2 + years) in my existing tank. They are absolutely a garbage company nobody should ever visit. Their products are severely overpriced and cheap in material. I recommend everybody to visit local pet stores and NEVER EVER go to Pets Mart

I took my black lab to be bathed at the petsmart in [redacted]. As I watched through the window I witnessed my 50lb dog fall off the grooming table and hang by her neck. The employee grumpily hoisted her back onto the table. After she realized I was watching she changed her demeanor. When I went back in and asked about the safety of my dog on the tables, she said fidgety dogs sometimes fall off the tables. So unless you agree with this employee that it is unavoidable for dogs to be occasionally hanged or strangled while being groomed, go somewhere else.

My [redacted] and I am writing this letter rebuttal letter because I accidentally accepted the business offer to resolve this matter . I am pleased to know that someone from the company responded back I have been going back and forth with Petsmart for months to resolve this issue .I was asked to send the four bags of dog food back and contact Petsmart to be refunded the money for the purchase .I no longer have the bank debit card I used for the purchase in October 2015 I  spoke with a supervisor via phone and email  about this issue . she then stated she can place the funds on another debit card she shipped ups tracking labels to track the food  and a mix up happened with the food and tracking information I informed the supervisor who then refused to continue to assist me and told me to take the  dog food  I am a senior citizen physically disabled from an ischemic stroke and have Dialysis threes times a week .. I have been treated so terrible by Petsmart regarding this issue by several supervisors I even continued to support Petsmart  making a purchase in November 2015 for $225 and a large order in may 2016  for $950 and I am hoping this overdue issue would be correct I was continuously dismissed and spoken to in a unprofessional manner by supervisors I made complaint to the Revdex.com on August.8.2016  I received an response on September.9.2016 I called Petsmart and was placed in contact with a supervisor who I spoken with before told her about the reply from Revdex.com and she talked to me in a rude unprofessional tone  and to  speak to the person who responded to the Revdex.com complaint because customer services will not help me  she said that she will forward my information over ...
To resolve this ongoing time consuming issue at hand I am pleading with someone to help me by issuing a refunded via check to me for the dog food because I no longer have the original debit card use to make the original purchase or to exchange the four bags of remaining lamb and rice Purina proplan dog food for a merchandise credit

Thank you for contacting PetSmart.  I was sorry to hear about your experience.  I have looked into this matter and asked Gisel from our offices to reach out to you.  Unfortunately she has not been able to make contact as of this date.  Please reach out to her at your earliest...

convenience at ###-###-####.  Sincerely,[redacted]