Petsmart

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.

Do to the lack-of-care my dog received while at the facility, she contracted Kennel Cough which required a Vet visit which cost me $125 and she had to be taken to the groomer due to the overwhelming smell which cost me $49.  To add insult to injury I still had to pay PetSmart $124.  I've had to pay a total of $398 total.  I don't believe that the $109 returned is a satisfactory amount.  Also, I was informed by your manager that Vet cost related to illness acquired due to a stay at the facility is not covered and is supposedly indicated in the agreement that is signed at the time of drop off.  My wife and son dropped my dog off and do not recall signing anything.  If they did indeed sign something, they were never given a copy of any documents.  When I called the [redacted] location and informed them of the Kennel Cough I was instructed to bring in a copy of the bill and the medical report (which I did) so that it could be submitted to "Corporate".  I was led to believe that I would be reimbursed for this additional expense.  Lastly, my Vet indicated that this was the 2nd case of Kennel Cough she had seen in the week from the same facility.

Regards,

Dear [redacted],

Thank you for reaching out to PetSmart.  I am sorry to hear about your order.  Our team has attempted to contact you to assist, if you have not already spoken to Raquel, please contact her at your earliest convenience at

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Sincerely,

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.

one they should refund for all the items purchased with bird.

Regards,

Dear Ms. [redacted],

Thank you for your reply.  The information presented does not specify a cause of death nor were the necropsy results included.  As stated previously, our Vet Assured program is not a guarantee of the health, nor longevity of the pet, rather it is a set of standards of care for the animals in our care.   If you have further documentation you would like us to review we would be happy to have our veterinarian review those notes. 

Sincerely,

In your email to me you said that the company replied to me. There is NO reply from them.

Thank you for your quick reply.  We will ask our stores to reach back out to you to discuss further.

Sincerely

Thank you for contacting PetSmart.  I was sorry to hear about your experience in our store.  Our store management team will reach out to you to assist with a resolution.

Sincerely,

Jessica

Dear Ms. [redacted],

Thank you for contacting PetSmart.  I was sorry to hear about your experience.  Our store is anxious to speak to you to resolve this issue and have reached out to you via phone to discuss.   Please contact them at your earliest convenience to...

discuss at [redacted].

Sincerely,

Dear Ms. [redacted],

Thank you for your follow up contact to PetSmart.  I am sorry we have no record of the price quote you are providing.  The location your pet boarded at does have concrete floors, however beds or bedding is provided to all pets unless declined by the pet parent.  If your pet has additional vet visits from staying at our PetsHotel, please provide your vet bills and notes to our store or hotel manager and they can work with our corporate vets to review the documentation.  At this time, with the information provided, we do not show a refund is due.  We are sorry for the confusion and would like to offer you a $25 gift card which you may pick up at the store at any time.

Sincerely,

PetSmart

Dear [redacted]THank you for contacting PetSmart.  I was sorry to hear about your experience in our store.  I have been in contact with our store regarding thier goodwill gesture of $25, and have escalated your complaint to thier district leader who will contact you on Monday...

September 14th.Sincerely,[redacted]

My dog Cash was groomed at Petsmart in Matthews NC. During his experience there his eye was scratched by the groomer, [redacted]. I was refunded for this horrible uneven hair cut. Petsmart asked if I wanted to see they're Vets in they're facility. I choice to seek my own vet for Cash's care. Now he is on 3 meds due to the injuring. Eye drops, pain meds, and antibiotics. This experience has caused stressed on my dog, he's been to the vet twice and must go again. I do feel because I trusted petsmart groomers with the care of my dog, and he got injured on there time. I should be refunded for his vet bill. Right now petsmart is dragging there feet and are full of excuses. This is not ok.

Dear [redacted],Thank you for contacting PetSmart.  I was sorry to hear about your experience in our store.  I have researched this with our field team and found that the refund was given on 5/6/15.  We apologize for the inconvenience.Sincerely,Jessica

Generally speaking we visit PetSmart frequently - we have four dogs. Our dog food of choice is Nature's Recipe. So you can imagine our surprise when we saw a sign for "Buy 1 Get 1 Free" with both small bags and large 30 lb bags on display. However, when I got to the check out with my two 30 lb bags I was told that the offer was buy a 30 lb bag and get a 4.5 lb bag for free. I argued that's not what the sign says. The store manager was called, he looked carefully at the call tag and then said, "Oh...here it is in small print." Even the overhead sign the small print was easy to over look. The manager on duty was NOT going to give me two 30 lb bags. Subsequently I was told that the signage was sent from PetSmart corporate and the local store must use it. So here was a case of upsetting a customer by having a misleading sign where we would have been joyful if they had said, "Buy a 30 lb bag and get a 4.5 bag free!" Who was the marketing guru who thought of this? "Buy 1 Get 1 Free" means just that....but apparently not at PetSmart. Recommend caution for other signs in the store.

Dear Mr. [redacted],

I am sorry for your experience.  I have passed your information to our coroporate communications team and asked that they mail you a letter.

Sincerely,

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,

Dear Ms. G.[redacted],

Thank you for contacting PetSmart.   I was sorry to hear about our lack of communciation regarding your complaint.  I have ordered a $50 gift card to be sent to you via UPS.  The gift card should be mailed on Tuesday March 8th, and will be delivered 2 day mail. 

Again I apologize for our lack of action

Sincerely,

Jessica

Dear Mr. [redacted],

Thank you for contacting PetSmart.  We were very sorry to hear about your experience, please know we take these matters very seriously and will be looking into this matter thoroughly.  We have asked our store manager to reach out to you to gather further...

details of your visit, you should expect to hear from him by Monday March 3rd. 

We appreciate you taking the time to let us know about your experience so we can act appropriately.

Sincerely,

Dear Ms. [redacted],Thank you for your reply.  Unfortunately our stores do not retain training paperwork past 60 days.  Our store would be happy to refund you for the unused classes with a copy of your receipt.  Please reach out to our store manager [redacted] at ###-###-#### and he can assist you further.Sincerely,[redacted]

Thank you for reaching out to PetSmart. We are sorry to hear of Blanche’s diagnosis and wish her and your family well. I am sorry to inform you that PetSmart will be unable to reimburse you any veterinary costs and recommend that you work with the [redacted]. Please note that PetSmart...

works with adoption groups to save pets’ lives as a majority of these pets come from a shelter environment where little is known about their past. For this reason, PetSmart cannot guarantee the health of any pets available for adoption. We do our best to prevent disease transmission however there is always a risk when working with adoptable pets.Please know that as soon as we were made aware of the possibility of canine parvovirus, increased disinfection measures were taken. Sincerely,[redacted]

Dear Mr. L[redacted],

Thank you for your reply.  I was sorry to hear about your tree frog.  I was unable to find the purcahse of the tree frog or terraruim on your pet perks card, but would like to assist.  Could you please email a copy of your receipt to us at [email protected] or fax it to us at 623-580-6135 attention Jessica and I can look into this for you.  Could you also let us know when/if you alerted the store as to the illness your tree frog was suffering from and any vet or treatment notes for review.  Our return policy is fo r60 days on new or resellable merchandise but I am happy to review with our field management team for an exception. 

Sincerely,

Jessica