Petsmart

Dear Ms. [redacted]

Thank you for contacting PetSmart.  I was sorry to hear about the troubles you are having with our Doggie Day Camp program.  I have asked our PetPerks department to look into this matter immediately and have someone reach out to you to ensure that your account...

is reflecting accurately and you are up to date with coupons. 

Sincerely,

I have reviewed the response made by the business in reference to complaint ID [redacted]. 
I have not been contacted by the store manager other than when she ([redacted]) called me back on August 3, 2015 only because I am the one who made the initial call on August 2, 2015.  No attempt has been made to compensate me and MY DOG for the emotional and physical pain have endured when I trusted PetSmart to take care of my dogRegards,

on 2/16/14 I made a visit with my two dogs to have their nails clipped. The only female red-head groomer was very rude to me. She snatched my dog away (all of 10lbs) and was tossing her around like she was a dishrag on the grooming table as she was clipping and grinding her nails. She then tosses the dog back to me after she is done. Then, she goes to groom a bichon frise and starts at the base of her head and nearly makes the dogs eyeballs pop out of her head. the dog yaps and then acts very scared. the owner was not there that I could tell. The groomer did this repeatly, then holds her muzzle tightly making the dog bite her own tongue as she grooms under her chin. I did report this the shift manager, she just wanted to get me out of her face. I also reported to corporate and he acted the same way as he was taking my information. There needs to be some justice for these dogs, they cannot talk for themselves, I was flabbergasted by the way this lady was treating these animals. I will not go back there and I advise if folks care about their animals to not take them there.

Dear [redacted]Thank you for contacting PetSmart.  I was sorry to hear about your experience.  I have been in contact with our store and have been told that they have been in contact with you and have provided you with a gift card for the...

fish.Sincerely,[redacted]

Dear [redacted]Thank you for contacting PetSmart via the Revdex.com.  We were sorry to hear about your experience and the loss of your guinea pig.  We would like to look into this further. If you could submit your vet bill, notes and copies of receipts for out...

of pocket expenses we will have our veterinarian and pet health team review them for possible reimbursement.  They can be faxed to[redacted]Sincerely,[redacted]

Worst experience I have ever had boarding my dog anywhere. Pet parents beware!! I dropped my dog off for the pet hotel while we were going to be out of the country for a week. Two days into our trip we received a call saying my dog had not urinated in his kennel in 48 hours?? She said he was going to be seen by their vet and I would be responsible for the bill. I asked how often they had taken him out to try and she said they do not. That they were an indoor boarding facility and do not take animals outside. That someone has walked by his cage hourly and checked and he had not gone! What kind of place takes a wonderfully house trained dog, locks him in a cage, and expects him to use the restroom on himself. My poor baby is such an amazing dog he was able to hold it for over two days. I told the girl all my baby needed was a patch of grass that he would not use it in his kennel. I spent over 30 minutes on the phone from another country begging this girl who said she was the manager at the pet hotel to please take my dog out. She said only the vet could take him out and I would be responsible for the vet fees each time. Money hungry [redacted]!!! Only after I told her I was contacting her corporate office and hung up did she call me back and said once he was taken to grass he immediately did a number 1 and 2. All I can think is how much pain my poor baby was in! I was furious but since I wasn't even in the USA it was several more days before I could even pick him up. When I did finally make it back to get him I asked to see where he was being kept and they refused!!!??. I don't even want to imagine how bad it must have been for them to not let me see it. What kind of person treats an animal this way!!! I spent a lot of money for them to treat my baby horribly. Needless to say the vacation was horrible since all I could do is worry about my furr baby! I WILL NEVER SHOP AT OR USE A PETSMART FOR ANY REASON EVER AGAIN!!! I also feel it is necessary to warn all pet parents of this situation! This is the only place I have ever seen that refuses to let you see where your baby was kept!! UNBELIEVABLE!!!

I just want to express how upset I am with my recent experience. I go to petsmart for everything. My dogs' food, grooming, training, toys, treats, etc. No experience has ever been extremely positive nor extremely negative. They really weren't actively doing anything to special to keep my business. I recently made an appointment to take my dog to the groomer. The girl at the front desk was the complete opposite of friendly and failed to mention that my dog would be done 5-6 hours later. I have never known this to be petsmart protocol. When my bf arrived, he asked for her to bring him the dog because we were just going to leave. She had an attitude about drying him and charged us for the part of the service that was not needed as I had bathed him, clipped his nails 2 days prior. I only choose the bath and groom option because there is simply no "just haircut" option. Annoyed, having wasted my money, I call into speak with a supervisor. Christi basically rushes to get me off the phone and tells me that next time I should ask for the express service (which I've never known to exist). Summarized the story to spare everyone but I just feel my concerns were not properly handled and no one really seemed to care about my frustrations. Express services should be openly marketed and information at drop off should be clearly stated.

Dear [redacted],

I am sorry for the mix up with your name.  PetSmart is self insured therefore the insurance information you are requesting, does not exist for a claim of this nature. I am sorry that we cannot come to an amicable agreement however our offer for a $50 gift card is still available to you should you need food, treats, or toys for [redacted].

Thank you,

Dear [redacted],

Thanks for reaching out.  I was sorry to hear about your experience in our salon.  I have spoken to our store manager Lonnie who assures me that he is actively working with you on a resolution.

Thank youJessica

I will not accept a gift card not knowing if the card is for purchases with PetSmart as I will never do business with them again.  I also will not accept $50.00.  I have in my files 20 unsolicited emails and 2 from direct contact where customer support were to take care of the problem and the emails continued.  It wasn't until I contacted the Revdex.com that they responded.   So no to the $50.00 as my frustration is worth by far more.

I was told by the store MANAGER that I could NOT return the items without the original packaging.
our tree frog DIED OF A DISEASE,  which means his terrarium IS NOW CONTAMINATED!
DO YOU HONESTLY think you're going to put the terarium back on the shelf to resale KNOWING that it is CONTAMINATED???
I know you don't have staff in the back in charge of disinfecting tainted terariums/ fish tanks etc.
I want a full refund on my purchase.... you need to get in contact with store # [redacted]. Their phone number is, [redacted].
then get in contact with ME. my number is [redacted].

Dear Mr. M[redacted]

First, I would like to apologize for the loss of your pet Rudy. On the day of your lose 10/28/2015, Rudy was given his morning walk around 6:00AM (no...

signs of symptoms), day camp started at 9:00AM and it was not until approximately 10:30-11:00AM that Rudy started acting lethargic.  At that point Rudy was rushed to B[redacted].  While in the care of B[redacted] Rudy had x-rays taken and was given fluids due to hypoglycemia.  After fluids were administered Rudy became stable.  At 1:45PM Rudy started to vomit blood accompanied by extreme bloody diarrhea.  It was at that point that we took Rudy to the emergency vet, where en route Rudy passed, in the arms of our associate.

We served the same food to Rudy that we served to Taquitio as well as all the other dogs in our care and we did not have any other occurrences like the one in Rudy.  Clostridial infection is also caused from soil which is not present at the hotel.

I apologize that you feel everything was referred to corporate from the store. In speaking with Isaac, the Hotel manager, he said you requested someone from corporate to call you. The store is responsible for all communication with the Pet Parent.  Cody, the assistant manager of the Pet Hotel called the emergency contact and spoke with someone at least 3 times on the day of the incident. Isaac told me that he called and spoke with you several times during the days after the incident occurred. Finally, my District Manager apologized to you about the confusion that someone from corporate would call you when you spoke with him.

 The cause of hemorrhagic gastroenteritis is unknown. A bacterium called Clostridium perfringens has been isolated from cultures of intestinal contents in dogs with HGE, but its exact role in the syndrome has not been identified. Since the cause of HGE is not completely understood, there are no known preventive measures that exist.

  Sincerely,

  Mark F[redacted]

  Store Manager #[redacted]

I went to the Petsmart on 59th and Northern today. I had to go get some things for my godmother who is unable to get around. As soon as I walked in, I was greeted by Lauren. Not only did she get me a shopping cart, she walked with me the entire time I was there and helped me find every single item on my shopping list. She was so extremely helpful! I was blown away! She then took me to her register and checked me out and then had another employee, Alan, walk me out and load everything into my car. I've never seen this tour of customer service in my life! I'll never go to any other Petsmart again. I'll only shop at this one ever! Thank you both for going above and beyond your job duties!

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] Petsmart has responded to the Revdex.com complain filed stating that they have received veterinary bills and that however no treatment notes included. I am not sure what bills they are referencing as we have not sent anything to Petsmart. We reached out to petsmart headquartes TWICE in September with the promise we would receive a call and never did and this was prior to our beloved dog passing away. It was precisely because of the deceitful fashion in which all has been handled since much before our dog passing away that we turned to Revdex.com after our complaints to headquarters went blatantly ignored. Once again, Petsmart claims they are in receipt of bills that we have not even sent. What information do you need for our file to be complete and our demands taken serious? Thank you.

I was in your Niskayuna store yesterday with a friend and we wanted to buy goldfish. I saw a tank that was on sale for less than $40 and decided to put it in my cart. When we went over to look at fish, a worker passed us three times without stopping to say anything to us. We had to flag her down and ask her that we wanted to look at fish. She told me that I couldn't buy fish within the first 48 hours because of a new tank. Decided to put tank back as well as other merchandise that would have easily been over $100. She walked away and I decided that I wanted to buy one goldfish for a tank that I already owned. We had to flag her down a second time. She asked me how big my tank was and said it didn't meet requirements since apparently I needed to have a 29 gallon tank for goldfish that were only 14 cents each. I was so dissatisfied with my service that I was contemplating just leaving then and there but I still wanted a fish. I decided to get one fish and the whole time that she helped me, she had a smirk on her face. This isn't the first time that I've tried to buy goldfish from Petsmart and they have said I don't meet "requirements." I didn't even get the fish that I wanted because of the "requirements" the tank is supposed to have for it. I understand that they are required to tell the customer that but I am the customer and giving your store business. However, not anymore.

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 have contacted the office at least 7 times since incident of april. I keep being told id get a call back and I do not. I will shop petco from now on but want a corporate managers call . 

Regards,

We have contacted [redacted] Shelter, They informed us PetSmart would refund the adoption fee, PetSmart or Walter Crow have not refunded the fee. Both are giving us the runaround with no results. To make matters worse, that poor cat is still up for adoption last week, without any medical treatment for his respiratory infection and still has fleas.

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,

I have called the number repeatedly and have not been able to reach anyone who can help with this.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,