Petsmart

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.

prior to contacting the Revdex.com I called...

their ccustomer service line once and emailed them twice, each time I was given a number for my contact and told management would be in touch in 3-5 days. To date I have never heard back from anyone which is the reason I filed a complaint with the Revdex.com. Their "management will be in touch" is a canned response from this company, they have the poorest customer assistance of any company I have ever dealt with.

I reject your response and you do owe me some money: because, I have been sent a copy of the receipt that you claimed I signed for $300 and something dollars and that is a made up receipt that I didn't sign, that is a made up signature.  A Petsmart employee told me the charges would be $200 after a screen came up with no charges for me and I signed after he said $200 and all there was no charges on that screen, and I didn't sign no paper receipt saying $300 and something, so that is a unauthorized charge for $300 and something along with a made up receipt that Petsmart made up after I left; because I signed nothing of the sort.  Before the Petsmart boarding employee said $200 I had mentioned to the employee that I should get a discount because the room the Petsmart employee told me I would get was supposed to have tile on the walls and floor, not no concrete for $43.00 a night; I wouldn't have paid no $43 a night for concrete floors; that tile in the showroom for dog boarding looked just like the tile in our bathroom, and I was told [redacted] would get that for $43 a night, but I found out my dog didn't get that $43 dollar a night room by a Petsmart employee calling me saying my dog [redacted] got sick by laying on concrete floors in the Petsmart  boarding room, and I was told that I wouldn't have to pay for nothing dealing with [redacted]'s medicine for him getting sick in Petsmart boarding, and I told the Petsmart employee this, so then no charges came up on the screen, I looked at the Petsmart employee and he said that my charges will be $200, so I signed something that had no charges on it and after the Petsmart boarding employee said $200 signifying he knew the screen had no charges on it, I signed after that and that is what should stand.

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

Dear [redacted],Thank you for contacting PetSmart.  We were sorry to hear about your experience at our store.  In resarching your transaction we found that a return was processed on 4/6/15 and the credit balance was applied to another purchase during that transaction.Sincerely [redacted]

Hello **,Thank you for contacting PetSmart regarding your recent expereince at our store.  I have been in contact with our field management team who have assured me they were able to contact you to offer a free touch up service the next time you are in.  Sincerely,[redacted]

Petsmart's  response ;
--------------------------------------------------------------------------------...⇄ /> Dear [redacted],
 
Thank you for contacting PetSmart regarding your order [redacted].
 
We are sorry for any inconvenience this may have caused. The only clear answer I have for you is we made a mistake and the incorrect email notification was sent out. It should have said that part of your order was canceled, not the entire order. We regret that we are unable to provide $20 in-store credit. We can provide one of the following coupons for an in-store purchase:
 
$3 off a $12 purchase
$5 off a $25 purchase
$10 off a $40 purchase
 
The only other option would be to offer $20.00 off your next online order if you choose to use to order online in the future. Please let us know what coupon you would like to receive?
 
If you have any other questions or need additional information, please let us know. Thank you for shopping with PetSmart for all your pet supply needs.
 
Sincerely,
 
Bradley
PetSmart Customer Care
[redacted] 
 
 
--------------------------------------------------------------------------------...⇄ />  
 
  I do not wish to do business with Petsmart  -  And I would never use any of their online services ever again -

Dear Mr. [redacted],

Thank you for contacting PetSmart.  I was sorry to hear about your experience in our store also we would like to extend our condolences for your loss.  I have spoken to our store about this situation and they have assured me that they have...

assisted you with a refund of your bird. 

Sincerely,

Dear Ms.[redacted],Thank you for contacting PetSmart.  I was sorry to hear about your expereince at our store.  I have been in contact with our store who have let me know they did assist you with a refund.  Our return policy does state that the original purchase card...

must be presented for a refund, however, in this case other options could have been offered to you.Again, we apologize for the expereince you had.Sincerely [redacted]

negative. I have never entered my email at checkout. It is always my policy to...

never give my email at checkout. Plus the checkout terminals at my store do not even ask for an email. furthermore, that doesn't even explain why (1.) your unsubscribe process failed and (2.) that you were sending at least three copies of the same email each time you emailed me. 
I reject this response bevause the business did not address above, made an excuse that is clearly fabricated since their POS at my store does not ask for email, and have not confirmed that no other emails will be sent to me from the business. 
until such time as that happens my complaint is unresolved and the business will retain its black mark from the Revdex.com

Thank you for contacting PetSmart.  We have removed your email from our system. 

THank you

Jessica

DO NOT TAKE YOUR ANIMAL THERE TO BE GROOMED!!
I took my dog to this store for grooming. He went in a bright, energetic, and happy dog. When I pick him up he couldn't stay on his feet as his legs kept collapsing under him. I took him to the emergency veterinary and he had neck and back inflammation that contribute to his weakness and inability to stay standing or walk. He is now on three different medications including pain killers and muscle relaxers. The vet indicated that the x-rays show no bone injuries but that the shaking legs and inability to be stable may be neurological do to an injury incurred at the Petsmart groomers. MRI is next.
Was he hung by the leash on the table??
My dog runs 5 miles per day 5 days a week and now he can barely stand, let alone walk. You can see his instability on [redacted]. Just search: [redacted]

Thank you for contacting PetSmart.  I was sorry to hear about your experience in our store.  I have referred your information to our third party claims administrator [redacted].  They have assured me that they were able to speak to you on November 19th and attempted a second call on...

November 21st.  I will ask that they reach out to you via phone and mail.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]

I’m sorry to hear about Skip. Our veterinarian has reviewed your documentation.  Addison’s disease is a condition where the body under produces steroids which are required for normal function.  The condition is not something that our salon could have caused although it is not uncommon for...

dogs with this condition to display signs when under the small amount of stress which accompanies the normal grooming process.  We do feel bad for Skip though and our store manager will be contacting you today to offer a partial reimbursement of the vet expenses.  Thank you for contacting us and we hope Skip feels better. 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.

I sent my bird's entire health record to petsmart corporate. I'm waiting to hear their reply. I've asked for a refund for the bird as Money back. I don't want a giftcard.

I can't say wether or not I accept yet because I'm waiting to hear what they have to say after reviewing my bird's health record.

Thank you,

Regards,

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.

Your response absolutely does not resolve this issues, it's "dancing around" the subject, despite the fact that my pet is no longer welcome at said store. I do not plan on returning to any of your locations, as I do not believe in supporting retailers that I feel treated me unfairly. Furthermore, I will be cancelling the wellness plan for my pet as well. I still have not received an apology from the management of said store, despite the fact that I was embarrassed in front of other customers by the way the manager handled this.Furthermore, I plan on taking this unresolved issue to social media, so that other people can be aware of how Petsmart treats customers and handles such situations. 

Regards,

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.

 

Regards,

*. [redacted]

 

I am still waiting for a reply from the area rep. 

She told me that she will get back to me on Monday.

So nothing resolved yet. Please keep my file open. 

I will let you know what she says.

Thank You for your time.

I have had no one contact me from...

Petsmart in regards to this or anyone for this matter.

Dear Ms. [redacted],Thank you for contacting PetSmart.  I was sorry to hear about your experience in our salon.  I have looked into this matter and found that the service card completed during check-in was signed with the notes for a #7 blade all over, which is the service performed....

  Our store feels bad as this was not your intent, and will gladly refund the $44 dollars at your earliest convenience in store.  We have put a request with our marketing department to have your name removed from our systems, and are sorry to lose you as a valued PetSmart customer. Sincerely,[redacted]