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]

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.

There is not any reason that this poor dog, [redacted], should have been left in this condition.  I am providing you pictures that were taken within 24 hours of picking him up from the groomer.  The reason that your resolution is not suitable is because the wounds have healed due to the time that has passed.  My son and I have taken care of him.  We would not have let the wounds go and become infected!  [redacted] suffered greatly.  I believe the groomer left [redacted] in this condition because my son ignored her from a previous work place.  The reason that I believe this is she called my son, [redacted], while she was grooming [redacted].  She said that she was in the process, but might have to leave some around his head.  [redacted] said it was nice to speak to her and that would be fine.  There was NEVER any mention that she might not be able to finish from that point or she might have to consult a vet, etc.  This happened after she spoke to [redacted] on the phone. 

Regards,

[redacted],phd Cand

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

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 expereince.  I have asked our internet sales leadership team to have a member of thier team reach out to you early next week to assist with t a resolution.

Sincerely

/>

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 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

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!

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.

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

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 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 [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 store.  Our field leadership team has let us know that they have been in contact with you to take care of the pricing issue you experienced in our...

store.

Sincerely,

Jessica

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.

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.It's very unfortunate that Petsmart's response is so incorrect.The only reason we are disputing this entire bill and our stay with the Petsmart hotel is because what [redacted] did ingest was from the hotel and even stated from employee [redacted] that it was something from the counter that caused her to be sent to the hospital.and that was not her only stay there the next day both of our dogs were transferred to the Petsmart hospital for blood in their stools as I have recorded messages from staff stating that fact. Our problem with this stay and our bill was that both of our animals were harmed, left unattended, and put in danger while staying at the Petsmart hotel. If staff had not been so in adequate our dogs wouldn't have had to endure so much pain and suffering at the Petsmart hotel. As to the bill, we only were able to pick up the animals because the store manager stated our bill would be void and to not worry about the charges. So now 6 months later it's very inconsistent that we now get a call about an unpaid bill! 

Regards,[redacted]

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

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.

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]

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.