Petsmart

I have had nothing But horrible experiences from this store at daycamp. I will in there wednesday to pick up my dog at around 830pm. They seen me coming and called the manager over. I had a coupon that was mailed to me from the corporate office and I attempted to use it. They immediately refused it and said I use to many coupons for everything when it comes to purchasing food or day camp. The manager was the most unprofessional and most rude person I have encountered and she treated me like a criminal. Like the coupons I earn from taking my dog 6 days a week to daycamp was illegal. I have never been so embarrassed in my life. She should not be in management or customer service. The smart remarks they were making made me feel like I wasn't wanted and that I shouldn't come back. They Refused to take my free day camp coupon and also my 3.00 ff coupon,. I argued to have them use the survey coupon. I asked the manager why she is treating me this way and her response was that I use to many coupons. I will be telling everyone about my experience there. Very offended!!!!!

Dear Ms. [redacted],

Thank you for contacting PetSmart.  Unfortunately we are unable to resolve from our corporate offices in Phoenix.  We have spoken to our store management team who stated they have not heard from you, but is anxious to speak to you.  Please contact them at your earliest convenience to discuss at [redacted].

Sincerely,

Better...

Business Bureau:

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 told you that I have lost over 100 fish. Some of them were Turquoises  blues and flamingo's , Cobra's , Lyrtail's and more.

In Canada (Petsmart) they sell for $5.00 each plus 13% tax. I have lost more than $350 of fish and have spent more than $150 on medications that did not work!!!

$25 is a drop in the bucket that I spent in your stores. I shop at 7 different stores. 2 in Windsor and 1 in Chatham. Also went all the way to Port Huron, Taylor Michigan, West Road and even out to Livonia. Every time they have the fish special the stores never get the fish in. You can check with the Taylor store they have the complaints and tried to give me a rain-check for fish they did not get in and when they did they were all dead...They are all aware of the problems. Even on the delivery day......

The manager of the Windsor (DOUGAL)store has asked Petsmart and her superiors to reply to me months ago and still no reply.

Dear Mr. [redacted],We are sorry to hear about the incident involving [redacted] at the [redacted] location. We have contacted the store and are aware that the vet bills have been taken care of and the follow up visit on Monday went well. The groom was refunded and an offer was made to your...

mother, [redacted] for a credit towards future grooming. We are truly sorry for this accident that happened and wish [redacted] and your family well.Sincerely,[redacted]

Dear Ms. [redacted],Thank you for contacting PetSmart. I  was sorry to hear about your experience in our store.  Our store manager [redacted] has been attempting to contact you regarding your refund.  Our store would gladly enroll you in a second class.  If this is not an option...

they will gladly give a partial refund for the class as it is past our 60 day return period and we have no paperwork for your class.Sincerely,[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]

Dear Ms B[redacted],

Thank you for contacting PetSmart.  Unfortunately we no longer have that product in stock.  We would be happy to assist with the alternative product our managers advised you of, or I can assist with a return of the coupon booklets if no other cuopons have been used.  If you have a complete coupon book you can contact me at [redacted] and I can assist with arranging the return.

Thank you

Jessica

Saturday (June 28, 2014)

I attempted to return about 10-15 small dog clothes, leaches, and collars (totaling ~$150) to the Federal Way, WA Petsmart location. [redacted] was the representative that greeted me at the time of the return- Saturday (June 28, 2014). I informed [redacted] that I received these items as gifts from my fiancé’s mother and therefore I did not have a receipt for the items. [redacted] scanned one of my items and stated that he did not see a receipt on file for the items. He then asked if I knew whether or not my fiancé’s mother had a Petsmart Reward Card. I informed him that I was certain that she did not have a reward card, due to the fact that she does not have any pets and she only purchased the items because my puppy was considered “the new addition” to the family because I lost a child last year.

[redacted] stated that he would call me within 24-48 hours after contacting the Corporate Office to retrieve a receipt for the items. I left the items in [redacted]’s possession so that he could further research the items for the receipt.

Tuesday (July 1, 2014)

After 72 hours I did not receive a call from [redacted] nor [redacted], so I called the store on Tuesday (July 1, 2014-3 days later). I was told that [redacted] and [redacted] were unavailable to speak with me, and I left a message requesting a returned phone call.

Sunday (July 6, 2014)

I visited the Federal Way, WA Petsmart to check on the status of my return. I spoke with [redacted] and informed him that I contacted the Corporate Office via email through your website and filed a complaint regarding this matter. I also recognized the “No Hassle” Return Policy stated on the website which I informed [redacted] of, which he completely ignored as I stated this information. He proceeded to tell me that my items had been placed in the possession of the Loss Preventions Department for research. I then inquired of why my items were being researched by Loss Prevention. [redacted] stated that there was “such an array of items and an assortment”. I informed him that my fiancé’s mother purchased these items as any other dog lover would and due to the loss of my child, my puppy was considered as her grandchild. At this point I became frustrated with the matter and asked that [redacted] return my items to me. Luckily, I had taken a picture of the items (because I sent the pictures to my family back home so that they could also celebrate the coming of the new addition to the family). After comparing my picture to the items that [redacted] handed me, I noticed that about 7-10 of the items were missing. He stated that some of the items had been placed back on the shelf. I asked why this was done and he stated that he was uncertain and that perhaps some of the new employees had placed the items back on the shelf.

At this point, [redacted] had implied a false accusation of theft and has in turn committed a crime of theft from the customer, by returning my items to the sales floor. [redacted] made another accusation that implied that African Americans do not purchase an “array of items” for their pets by stating that “it is hard to believe that you would purchase this many items for your pet”. I then blatantly asked him if he stated this because I was “Black”? I informed him once again that these items were gifts. He made a gesture as if he was uncertain of what he just said and stated- “Well no”.

I was clearly treated unfairly due to the color of my skin and labeled as a “thief”. The staff of the Federal Way, WA Petsmart obviously have an issue with race, which I have noticed that there are NO minority staff members at this location. I have visited this location on numerous occasions to take my puppy to the Banfield Hospital and to purchase her food and various other pet items.

I will NO LONGER shop at Petsmart due to this horrific experience from a simple return and will ensure that my family and friends are aware of your poor business practices and lack of diversity training for your employees.

Sincerely, [redacted] Highly Dissatisfied Customer

I purchased a dog sweater. I exchanged it with the receipt. I took the sweater back because it was too small. I returned it with the receipt but the manager refused to give me a refund. He gave me a giftcard instead.

Dear Allison

Thank you for contacting PetSmart.  I am very sorry for the troubles with your order.  We have fully refunded your purchase.

Sincerely,[redacted]
Revdex.com[redacted]  **  [redacted]

 

08/26/2016

RE: Complaint ID #  [redacted]

Dear Jessica Brenner:

Thank you for your reply to Revdex.com regarding Allison Z[redacted] experience with your company. The information you provided was sent to this customer for review.

Based on Allison Z[redacted] response, it is our understanding that this dispute is resolved. If your response presented an offer of resolution, the customer has accepted your proposal; please contact the customer directly to make arrangements.

Revdex.com appreciates your efforts in bringing this matter to a satisfactory close and thanks you for supporting our mission of advancing marketplace trust.

If you are not Revdex.com Accredited and wish to apply, please visit [redacted]

Regards,

Yesenia Villegas

Your Revdex.com

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,

Dear ** [redacted],Thank you for your follow up.  As pet parents ourselves we feel bad for your loss, and apologize for the misunderstanding of the Revdex.com complaint and what you were asking for. The district manager you spoke to, as noted in your first complaint, is the corporate representative that is able to assist in the situation.  Assistance was offered but declined by Mrs. [redacted].  Also, per your first complaint, you stated that [redacted] passed away at PetSmart’s negligence. Upon our receipt of that claim, we immediately investigated this.  We understand that you feel that [redacted] not receiving the prescription food resulted in her passing; however Jo Jo only received her non prescription food for the 3 days between 08/26 and 08/29 as we were unable to speak with either parent.   Please feel free to reach out to our District Manager, [redacted], at   [redacted] should you need any further assistance.  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 expect a full refund! We  spent half a day taking Sammy in the car to a scheduled appointment the trainer forgot about. This company employees a incompetent and extremely rude trainer.Partial refund is unacceptable because we received no service at all from this poorly run store.letting them near my dog is out of the question.When the trainer went near my dog it was obvious he([redacted])was extremely ignorant and was so rude I had to leave the store. Please tell them I expect my 125.00 dollar refund. Them not being able to find the paperwork is no surprise and only makes my point! Thank you

Regards,

Thank you for your reply.  Our store did offer a basic [redacted] visit which we were told was declined, additionally, our store refunded of the cost of the food and a $50 gift card was sent for the inconvenience. 

Sincerely,

Dear Ms. [redacted],Thank you for expressing your concerns regarding [redacted] pet food purchased at our Schaumburg location. PetSmart has extremely high standards regarding the products and services we provide to our Customers. We apologize that we were unable to meet your expectations in...

this instance.  To follow up on your correspondence with our product specialist [redacted] a $50.00 gift card has been sent to invite you back to shop PetSmart.  We appreciate you a a loyal Pet Parent and hope that you will allow us additional opportunities to provide you with solutions for the care of your pet.Sincerely, [redacted]

This is complaint is about the PetSmart [redacted], the [redacted].
Put simply, I boarded my 2 little Maltese for 6 nights and had them scheduled for grooming yesterday before picking them up at noon. The groomer's name is Joan, who is incompetent, carless, irresponsible, heartless, dishonest, and indecent. After hurting my baby, she did not come forward to tell me when I picked up them. Worse, when I confronted her the next day, she said that she did not see it or know. Then, later her grooming manager said that the groomer saw it but thought it was nothing important to tell me because she thought it was a pre-existing condition.
Worse, when I simply asked her a simple question - if she knew what happened during the grooming. Her grooming manager pulled her away and helped her to cover things up. I was being asked to leave the grooming room and I was being told that I should not confront the grooming because they needed a safe working environment. How scary could it be when I simply asked her a simple question if she had nothing to hide?!!!
In conclusion, I believe that as a customer, I have the right to seek for answer and ask logical and reasonable questions to find out what happened to my baby. And I am a firmer believe that actions have consequence.
When a employee hurt a customer because of her incompetency and irresponsibility and made it worse by her dishonesty and indecency, she should face the consequence, if it means being confronted by the customer. Personally, I think that is the least consequence she should face... She traumatized my baby, by no means she feel safe or ok for doing that...
In reality, my puppy and I were the ones that feel terrified by the incidence. I am a fair person. When I thought she took care of my baby, I tipped her $10 for thanking her. But, she did not even have the basic human decency to admit her mistake and apologize to us.
The store manager was professional and patient and he was nice enough to refund the $46 grooming fee to us and took care of the expense for the vet. However, nothing is enough to make up to the traumatic experience that my baby had and the stress that we went through. The thought of having another animal to be hurt by this heartless woman is just killing me. I tend to believe that my baby is not the first animal that she has hurt and it wont be the last, one as long as she works there...

Placed an order online and received an email it was shipped the next day. When the tracking never showed it was shipped I sent two emails to Petsmart.[redacted] Customer Service and never received a reply, I called and spoke with an individual who told me that he could not locate my order and to call back when a manager was available to receive a refund. When I called back and finally got transferred to a manager after 10 minutes of customer service saying no managers were working at that time the manager said that maybe they gave me the wrong tracking number but she didn't know for sure. She said she could not issue a refund because they didn't know if the package was picked up or not and maybe the shipping company never scanned it. Today 4 days after I was told it shipped, the tracking finally showed on the shippers website and showed the package was picked up yesterday, 3 days after Petsmart claimed it was shipped. Between not receiving a reply to two different emails, talking to one customer rep who couldn't find my order and a manager who didn't know if the tracking number was incorrect or if the package had not shipped at all I will never use Petsmart.[redacted] again. Every individual I spoke with was rude and could not answer my questions. After I was told I would be refunded they refused to refund.

After taking my dog to the grooming salon, he developed a staff infection. He has not yet recovered

Thank you for reaching out.  We would like to help.  The phone number provided does not work.  We would be happy to reach out and assist. You can also contact our store at [redacted] for futher assistance.

Thank you

Jessica

Dear Ms. [redacted],

Thank you for contacting PetSmart via the Revdex.com.  We were sorry to hear about the loss of your fish.  I have looked into this matter and found that we do not have any similar incidents reported to our corporate offices nor in the local...

stores in your area.    We have been informed that our store in Salem has assisted you with a return for your most recent purchase.  Unfortunately we will not be able to assist you with a return of for your past purchase which is no longer in your possession. 

Sincerely,