Petsmart

Myself and several of my friends have taken our dogs into the Manchester Petsmart right off to be groomedUsually 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 timesThese employees names are *** and ***My friends and I feel that these two in particular seem to be very condescending towards us and outright rude at timesI 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 dogI have only taken my dog there once and will never take her there again

First I will post the email I sent to Petsmart:
"Bought a large litter box made by Whisker City from Petsmart a long while ago It broke which I incorrectly assumed was human errorI ate the $cost and bought a new one which is the one in question for returnI bought this sometime in the latter half of last year and I do not have a receipt for it, but I did use my Petsperk number and I still have the same Visa card that I used to buy itBefore I made a trip in to return it I emailed Petsmart Customer Care to make sure I could do soMy time and my gas are both valuableIn the first email I am told "PetSmart guarantees the quality of our products." and "If you do not have your original receipt, you will receive a merchandise return card or product exchange only."
I was fine with that solution as one bag of dog food alone will eat up the cost and then some of the merchandise return cardI also followed the hyperlink to Petsmart's website to review what is comically titled "No-Hassle Return Policy"Following the link titled: "Returning Products Purchased at a PetSmart Store"
and then going to the section "Returns or Exchanges Without a Receipt or With a Receipt Older Than Days it states":
"Bring the product and a valid ID to any store and a merchandise return card for the most recent sale amount will be issuedIf making an exchange, any positive balance will be refunded in the original form of tender."
It does not state anything about returns or exchanges without a receipt AND older than days, but the combination of No-Hassle Return and the guarantee of quality misled me to believe Petsmart would care about the returnIt does reiterate the aforementioned merchandised return cardI never wanted an exchange as two broken in a row tells me the brand is junkI made a special trip out last night at around p.mto return it and spoke with PaulaShe said she was just a shift lead and could not authorize the returnI would have to speak with Mickey the store managerWe aren't talking hundreds of dollars, it was a broken $litter box that I had in hand and is still currently being sold so prices could be referencedNevertheless I wasted a trip out and back still with a broken litter box and no refundI got off work early enough the very next day from Cincinnati and made a special trip in to speak with MickeyA bit of background on me-I worked & 1/years at a ***-I know customer service very well and she exemplified the opposite of everything one would look for in that departmentShe flat out refused a refund, slightly shaking her head no the whole time I spoke with herWhen I told her I had the email from Petsmart Customer Care and the copy of the return policy in my car and that I could go get it she said "You can but it won't change anything, I am still not going to give you a refund." She also stated it has to be in returnable or salable conditionSo if something is broke how are you ever supposed to return it? I can understand if a collar didn't fit right, a lease was too short, or the dog didn't like the bed but most returns I have ever had to make were due to a defective or outright broken product which by definition is not in salable conditionReferencing those aforementioned products I have never had any issues with any other retailer in the *** areaPetsmart and their No Hassle Return policy is the only one to give me troublesThe litter box is cheap plastic and breaks when the cats enter and exit on the same corner as where the first one broke." After that email was sent I received an email stating someone would contact me in 1-business daysI received that email SaturdayWednesday night (3rd day) Paula contacted me She reiterated there is nothing that the store can doI have no qualms with Paula, she was a nice person to speak with but bound by a terrible return policy and the store manager made no efforts to put the customer firstSome talking points I brought up-this litter box made by Whisker City is EXCLUSIVE to PetsmartIt is essentially a Petsmart brand (think Kroger value brand)That is what makes this even funnier: it is basically a Petsmart product and they won't honor itI also asked what they do when someone brings a broken or unsalable item in for return as that does not meet their definition of a returnable item"They are working through that"Paula recommended me to contact the manufacturer who is, unsurprisingly, impossible to find contact info other than PetsmartThe label on the new boxes they are made in China and distributed by Pacific Coast from ArizonaA quick google search in effort to find info regarding the manufacturer brings this up: "Our founders, Jim and Janice Dougherty, incorporate their pet superstore concept as Pacific Coast Distributing, Incin 1986." from the Petsmart websiteI am done with this terrible company $in the hole I will spend my money where I am treated better

Complaint: ***I am rejecting this response because: This is not trueOn the receipt of my purchase form shows the amount of (LINE 8) I was charged this at the time of purchaseI also included this sheet in my original packet to the Revdex.comI also traded in a truck valued at 20000.00.Sincerely,*** ***

Dear Ms***,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 $in store credit. Thank you for letting us know about your experienceSincerely,***

Dear MsS***,
We are sorry that C*** sustained an injury while visiting our salon and hope that he is doing much better. In reviewing your
matter, we found that we have paid all received veterinarian invoices to date related to his injury. This included payment for the removal of C***’s stitches as well as several follow up visits. Our number one focus is the safety of your pet while in our care. Although we did not find that C***’s injury resulted from any wrongdoing by our associates, as an act of goodwill for a valued customer, we accepted financial responsibility for C***’s vet bills. We hope that this fully addresses your concerns
If you have any additional concerns, please contact the store and ask for the District Leader, Jessica S***
Thank you,Lane J***

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 Get Free" with both small bags and large lb bags on display However, when I got to the check out with my two lb bags I was told that the offer was buy a lb bag and get a 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 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 lb bag and get a bag free!" Who was the marketing guru who thought of this? "Buy Get Free" means just that....but apparently not at PetSmart Recommend caution for other signs in the store

***Please see attached response***
We are in receipt of the complaint filed by *** ***Titus-Will has indeed been advertising a 2006Nissan 350ZWe took this vehicle in on trade sight-unseen from one of our cilistomersWe were toldthat it was a "Touring Model"by our customerWe put
the vehicle into our computer system as aTouring ModelA Touring Model implies premium options on the vehicleA

I received notification from
the business that since they never filed an incident report (which I was not aware of) they don't feel like they should take responsibility for the cutThey are claiming that dry eyes in dogs can cause cuts so they are doing a dry eye test on him and if he comes back with dry eyes they are refusing to pay any vet bills for my dogI have talked to a number of Opthamologists and speciality vets who were nice enough to answer my questions over the phone who say that a large cut like this across his eye would very likely cause a dry eyeSo if they do the dry eye test it will most likely come back positive because of the nature of the injuryThey are trying to get out of paying for anything else and his eye still hasn't healedI have a number of witnesses that saw the cut right after I brought him back from Petsmart and I have photos with dates on my phone of the cutRalph at Petsmart was very condescending when he explained the dry eye test and how this was going to get them out of paying for anymore vet billsThe response to the Revdex.com is completely different than the tone I got from the person on the phone who informed me the were going to fight me on itI just want my dog to see a specialist and make sure his eye is healedI do not feel like I am asking for anything insane here

Dear *** ***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 furtherIf 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***Sincerely,***

Thank you for cotnacting PetSmart. I have looked into this with our web team and buyer. The product in question was not advertized in our circular, rather the price was marked lower as a reduced to clear item. As this is a clearance item not all our stores will have this product in
stock. I apologize for the inconvenience.Sincerely.***

Terrible customer serviceI places a pretty large order and haven't recieved the order in over a monthI've emailed and was told I'd receive a reply in 1-daysIt has now been days and I still haven't gotten a reply to see if there's anything that could be done

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
thank you for telling mei that I am lieing about this I have no reason to lie your infected my tank with calamus worm its so funny how u said that no one else complain about this matter cause when I first found out about I never knew what it was I walk in petsmart in salem mass asked them if them had meds for it they did not even know what it was I ask people there for help they knew nothing it is vary hard to detected if u dont know what u are doing I have had fish in my home since I was I know all about tanks it is vary hard to get rid of I started all over thank to *** love that store u people put me thre hell over this thanks a buch I will be contacted bored of health and I will be letting everybody I know about what u have in ur tanks the word will get out I work hard for my money

I'd like to make this publicPetsmart, being a reputable organization, should really look into how their appointment system works or being maintainedTwice already, my wife drove for minutes under the hot sun in Arizona to bring our dog for an appointment only to be told the appointments were cancelledThey even said, the customer requested for cancellationNO WE DID NOTPlus, no one from Petsmart even called usThis is ridiculousI will seek to cancel our monthly subscription with them because clearly they are not competent to even stick to an appointment

Dear ***,
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
class="normaltextrun">*** *** *** ***
Sincerely,
Jessica

What an awful experienceMy pet was sold to someone elseBeware! If you or someone you know bought a guinea pig from PetSmart in Whitehall Plaza on the west side of *** *** on this Friday, March 25th or Saturday, March 26th, please contact Chris S*** on Facebook! Follow ***She's a brown baby Abyssinian with a small bald spot on the top of her headShe may be sick, some sneezing and a crusty nose from a bacterial upper respiratory infection not properly treatedYou may be surprised at the reward offered for this safe return of this adorable little rodentI really need to get the names of these people out there, so wherever they work, people know not to trust their wordEspecially when it comes to something as important as our pets, who are family for so many of usDavid H***, the store manager at PetSmart here in *** who facilitated all this, and then basically told us, "Ah well, we'll toss ya a new guinea pig, on the house." April S***, the manager who posted about our craziness on Facebook after she sold our pet then kicked Holly out of the store when she freakedI don't have last names for Carie, the customer service manager who is more concerned with her vacation than customer service, Jason, the assistant manager who gave us all sort of updates and kind words and reassurances but did nothing to ensure we'd actually get out pet back, and Kyle, who claimed to be a manager but really isn't at allFor those saying we got a refund for Hobo, you are right, we didWe questioned this, but were told that in order to treat Hobo, she had to be in PetSmarts possession, and that the refund was nothing more than a formality we didn't have to worry aboutI adamantly insisted I did not want to return my pet and they adamantly insisted we weren't returning our pet, We were assured and reassured and at no time was there a question that we were talking about MY pet, if there was, we would have brought her to the same vet her sisters go toWe were blatantly lied to, then only told by the store manager, David H***, after she was sold to another party that his entire management staff shouldn't have told me we could have her back, but that he condones them lying to customers as necessaryThey are dishonest, untrustworthy people I wouldn't trust to bag my groceries, never mind care for a loved family memberI can't believe they would refuse to contact the new owners and at least try to work something out with them, if not doing what they should and taking full responsibility for this and doing whatever is necessary to make up for such horrible treatment of their customers and the loved animals they are entrusted to care forDon't take the chance taking your pets to PetSmart, even for a trim!

Dear *** ***,Thank you for taking the time to contact us here at PetSmartI apologize for the product not meeting your expectationsI can assure you that your concern has been brought to the attention of the Merchandising Team.PetSmart guarantees the quality of our products
Therefore, if you are unsatisfied with any item you have purchased, we encourage you to speak with your local Store Manager.You may obtain a refund by visiting your local store with the product and the original receipt for a refund, merchandise return card, or product exchangeReceipts are valid for days from the date of purchase.If you do not have your original receipt, you will receive a merchandise return card or product exchange onlyThere are select items that require a receipt for a return or exchangeThese exceptions are noted in our store.Again, I am sorry for any inconvenience this may have caused youThank you for your time.Sincerely,***

I made an online reservation to have my month old *** *** puppy groomed with PetSmart in *** **I scheduled a full cut, bath, dry, nail trim, and teeth cleaningThe time online was pm - pm with a groomer named "***"I dropped my dog off at 11:am and was told she would be ready in about hoursThey said it would take longer than hours because it was a Saturday and they were busyI live about an hour away, so my kids and I went and ran errands around town while we waited for them to finishI was told they would call when she was readyBy 3:pm, we hadn't received a call, so went back to PetSmart to check and were told the groomer "***" that was working on our puppy had gone to lunchWe shopped around the store for an hour and went back to the grooming areaThe groomer was working on a LabradorShe said she would work on our dog nextShe said our dog was bathed and being dried nowIt would be more minutes on the lab then about minutes for her to do our dogWe went outside to waitAfter minutes, we went back inside to watch them cut our dog's hairHowever, when we went back inside, the groomer was working on a Terrier insteadI asked what was going on and the groomer said she was confused as to which dog was oursI said it had already been over hours and I could not wait anymoreI would just pay for her bath and leaveAnother groomer went to the back to get my dog and brought out the wrong dog, a cocker spanielI told them that was not my dog, so they went to the back and found my dogI was shocked when they brought her out- they hadn't bathed her, cut her nails, NOTHING! They had my puppy for over 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 timeShe wasn't let outside, wasn't given water, and they didn't even know which dog was which! I took her and leftI called the 800# on the way home and was told a manager would get back in touch with me in 3-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!

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-daysTo date I have never heard back from anyone which is the reason I filed a complaint with the Revdex.comTheir "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

Thank you for contacting PetSmart. I was sorry to hear about your experience. I have looked into this matter and asked Gisel from our offices to reach out to you. Unfortunately she has not been able to make contact as of this date. Please reach out to her at your earliest
convenience at ###-###-####. Sincerely,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***