Petsmart

Dear [redacted].

Thank you for reaching out to PetSmart.  Our records indicate that [redacted] checked into the salon in [redacted] on 7/15.  We are sorry to hear of the injury your pet sustained.  As a pet parent myself, I know that an injury to any pet is...

upsetting. 

Although no injury is excusable, we do see that your pet checked in with significant matting on the body and legs.  We feel that the matted condition your pet checked in with contributed to the injuries sustained although PetSmart did pay the vet costs for [redacted]’s treatment.

Please note that PetSmart is self insured and therefore this incident would be handled by the store. The store has tried several times to contact you and you have not responded. I regret to inform you that we will not offer you $1000.00 but we would be happy to offer you a $50 gift card that you can use on food, treats, or toys for [redacted].

Sincerely,

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...

Dear [redacted],Thank you for contacting PetSmart.  I’m sorry to hear about [redacted]. Our veterinarian has reviewed your documentation which indicated that [redacted] had a chronic degenerative joint disease in the knee.  This condition is not something that our salon could have caused...

although it is not uncommon for this condition to be aggravated while in the salon.  We do feel bad for [redacted], but at this time will not be offering any additional compensation. Thank you for contacting us and we hope [redacted] feels better. Sincerely,[redacted]

Dear [redacted],Thank you for contacting PetSmart. We were able to find your reciepts in our system.  Our store will gladly refund the cost of the cage for cash as that was the original form of payment.  As the chincillas was purchased on a credit card we would need to have the cardholder and thier credit card for the refund or we can issue you a merchandise return card for the cost of the chinchilla.Sincerely,[redacted]

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,

Ms. [redacted],

We are sorry to hear that you were dissatisfied with the service...

provided to you by our PetsHotel. We did look into the allegation of mistreatment of your pets and did not find any evidence of such. We do wash pet’s belongings the night before their check-out as a courtesy to all of our overnight guests. We also offer a complimentary bath to overnight guests that have stayed with us for an extended period of time. As your pets were with us for 17 days, both services were provided at no cost to you. The $100.00 card is still available to you.

Again we are sorry to hear that you are dissatisfied with us.

Thank you

Petsmart

I reject this solution because my puppies reeked of urine. That only leaves me one option to consider. My puppies were not bathed as a courtesy. They were bathed because they smelled of urine. The staff at Petsmart told me that one of my puppies had soiled herself with feces so they decided to just bath both of them. Their bedding also reeked of urine even AFTER it was washed As did my puppies. Therefore your bathing technics are very poor or my pets and their bedding were left soaked in urine for so long one washing did not clean them. You are doing exactly like the manager did me when I complained to her. Totally ignoring the fact that I called your store out on mistreating my pets and then lying about it.  There are hundreds of complaints posted about your company and staff. None of which was resolved to the satisfaction of the customer. Your $100.00 dollar store card is ridiculous and reeks of feces !!!!  Maybe you need a courtesy bath!!

Dear Ms. [redacted],Thank you for contacting PetSmart.  I was sorry for the inconvenience you experienced at our store.  I have been in contact with our store who have let me know that they would gladly reschedule your appointment and comp the service.  They have also stated...

that they offered a $20 in store credit.  Thank you for letting us know about your experience. Sincerely,[redacted]

Myself and several of my friends have taken our dogs into the Manchester Petsmart right off 141 to be groomed. Usually they do a really good job, however, there have been a few employees in the salon that have been rude to myself and my friends numerous times. These employees names are [redacted] and [redacted]. My friends and I feel that these two in particular seem to be very condescending towards us and outright rude at times. I don't feel that it is ok for an employee to be rude to me when all I want to do is pick up or drop off my dog.
I have only taken my dog there once and will never take her there again.

I went today for my appointment on Saugus store MA # 1962 at 7 am . It wasn’t first time I noticed your grooming services works by production not for quality rendered to the customers. However , I decided to give a second try because of location , etc. I had an appointment at 7am and I told the groomer because my puppy was recovering of cold and finished to take medicine 15 days ago. The only services need today will be nails, cleaning ears, cutting hair around genitalia area. She mentioned about ear hair and I TOLD HER, don’t touch anything today. Also , I mentioned I wasn’t mind paying for the full service , I was not authorizing shower because he is recovering of cold.
My puppie is a 10 months maltese , we know they have a beautiful white hair ; when my dog was given to me I was in shock, they SHAVE and cut all his beautiful EAR hair.
I signed the paper but I did not authorize for this total animal abuse. After you signed the paper they can add what they want ..I did not ask to remove all my maltese dog hair.She said I did.
I spoke with store manager, she shown me the paper , I explained what happened and she told me if I was not satisfied I should look for another store . I did not pay for this disgrace , off course , but what kind of company is Petsmart ??? You sign for the service and they add what they want ?? If my baby gets a nail infection , I will suit this company !!
I will follow the store manager advice: I will never come back again; I will report for the competent channels their practices as well.
Dog Lovers don’t trust your babies with them , they are only cute pictures on the internet for people see!! You have to see my little 10 months maltese!

Dear Ms. [redacted],Thank you for contacting PetSmart.  We were sorry to hear of your loss.  We would like to look into this further, I do see that we recieved a copy of your veterinary bills, however no treatment notes were included.  We will need the treatment notes faxed to us...

at [redacted] to review for potential reimbursement.  Again, we are sorry for your loss.  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.

Regards,

continue #2    there really was not resolving of this issue. just very poor field  management, and poor hiring of unprofessional. If they continue this attitude they will lose lost of clients which really doesn't seem to bother them at all.

Hello Daryl,

Thank you for contacting PetSmart.  I do see your original request was made on 1/6/16 and no emails have been sent via our system since 2/6/16 if you have emails since that date please let us know. You can forward the emails to me at [email protected].   Again we would be happy to send you a $50 gift card for the inconvenience.   

Sincerley,

Jessica

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,

As of today, 12/9/2013 - At 4:30PM I was at the Petsmart Hotel to get my dog [redacted] that was in Daycare and Hotel from 12/6/2013 until today which for December is 4 days of Daycare. In paying my bill of $154.00 as always, I provided my Petsmart Card to find out that the corporate office deactivated my card. I immediately contacted the store supervisor named [redacted] and informed him of the continued problem I am encountering with the Petsmart Corporate Office and Customer Service in support of the website. He reviewed my email communication with the corporate office and just shuck his head.

He also went to the website, entered my USER ID and Password to verify and cross reference with my on-going payments and my pets activity for September, October, November and December. Last of all he was surprised to see the website reflects up to 10/30/2013 credits and we are almost halfway into December 2013. My stay for October based upon my receipt reflects total of 14 Doggie Day Camp - the Petsmart website reflects 6 Doggie Day Camp as of 10/30/2013. I will never get my coupons if the website reflects less than the actual stays.

I took the liberty of providing you additional proof of this issue. Please note that I also reflect my stay for November 2013 - As I previously stated The local office East Brunswick has exhausted themselves in trying to resolve the problem. My email is working properly, my payment reflects but the website is not tracking correctly which is why I am not receiving the automated coupons. I should not have to monitor and inform this corporation of their responsibility. Researching is not my responsibility - but if this problem continues to occur you would think someone would look deeper into this problem.

I have [2] cards because of the Corporate Office trying to fix a problem in December 2012 and decided to link my physical card with the card number from the online setup. But today the cards would not work when scanned - so [redacted] took my phone number to provide the payment record.

If you wish to have all of the email communication of me informing the Corporate Office of the problem, please let me know. The above reply from Petsmart was made based upon my written explanation I have given them. This email was not generated on their own but just a response to my update.

Thank you for your assistance

Dear Ms. [redacted],

Thank you for contacting PetSmart.  We appreciate you taking the time to share your feedback.  I have been in touch with the store who has assured me they have had the bathrooms fixed.

Thank you again for reaching out to...

us.

Sincerely,

jessica

Hi [redacted],
Our online team informed me that they provided you with a full refund on the blanket as well as 15% off your next online order if you decide to allow us the opportunity to serve the need of you and your pet in the future. If you have any questions on this, you can reach out to us directly at [redacted]9. We again apologize for the inconvenience this order has caused you. 
Sincerely,
Coral

Dear Ms. [redacted],Thank you for reaching out to us and expressing your concern. I’m sorry to hear about your dog. The Store Manager will be reaching out to you by 08/10/2015 to discuss further and ask for the veterinarian’s evaluation for review.  Sincerely,[redacted]...

I made an online reservation to have my 8 month old [redacted] puppy groomed with PetSmart in [redacted]. I scheduled a full cut, bath, dry, nail trim, and teeth cleaning. The time online was 12 pm - 2 pm with a groomer named "[redacted]". I dropped my dog off at 11:45 am and was told she would be ready in about 3 hours. They said it would take longer than 2 hours because it was a Saturday and they were busy. I live about an hour away, so my kids and I went and ran errands around town while we waited for them to finish. I was told they would call when she was ready.
By 3:30 pm, we hadn't received a call, so went back to PetSmart to check and were told the groomer "[redacted]" that was working on our puppy had gone to lunch. We shopped around the store for an hour and went back to the grooming area. The groomer was working on a Labrador. She said she would work on our dog next. She said our dog was bathed and being dried now. It would be 15 more minutes on the lab then about 35 minutes for her to do our dog. We went outside to wait.
After 30 minutes, we went back inside to watch them cut our dog's hair. However, when we went back inside, the groomer was working on a Terrier instead. I asked what was going on and the groomer said she was confused as to which dog was ours. I said it had already been over 5 hours and I could not wait anymore. I would just pay for her bath and leave. Another groomer went to the back to get my dog and brought out the wrong dog, a cocker spaniel. I told them that was not my dog, so they went to the back and found my dog.
I was shocked when they brought her out- they hadn't bathed her, cut her nails, NOTHING! They had my puppy for over 5 hours and did nothing with her and lied about it! This was her first trip to a groomer and they kept her locked in a cage the whole time. She wasn't let outside, wasn't given water, and they didn't even know which dog was which! I took her and left. I called the 800# on the way home and was told a manager would get back in touch with me in 3-5 days, but it took longer and his response was that he would "check into it". I would not trust this store's grooming department with my pet ever again!

I called for an apt to have my dog shampooed. I called again the day of the grooming and told them not to cut her hair, only trim her backside and around the eyes and belly. she is a long haired pom. they almost shaved her leaving about half an inch of hair and they cut it in a way that it will grow out to the side instead of down. she always had to be drug almost to get her to go in for grooming and pulled me out the store when we would leave. she is 14. I think it is time we all pay attention when our dogs don't want to go into a place. body language is all they have. this store is in southwest shopping center in Austin TX. I advise everyone that cares about their pet to stay away. Much of the staff is inexperienced and doesn't seem to care about the pets in general

Dear [redacted],Thank you for contacting PetSmart.  I am sorry to hear about your expereince in our store.  I was able to check with our team who assured me that they have been in contact with you and were able to assist with a refund on 12/21/14.  Thank you for letting us...

know,Sincerely,[redacted]