Petsmart

I have never experienced bad customer service like I did today at the Petsmart Grooming Salon in Waldorf, MDMy husband dropped my dog off on 08/26/at 8am for his grooming appointment for a bath, cut and nail grindingI received a call from the groomer (Shannon) around 11am and again around 2pm saying she was taking a break with my dog because he was "agitated"I said ''ok''Although, I've never had this problem with Petsmart in the past four years, I assumed that maybe she was new groomer and needed a little more timeTwo hours later I hadn't received a call back to pick him up so I decided to stop by to see if he was ready to be picked upWhen I arrived to the salon I was spoken to very inappropriately because I didn't wait for a call to pick him up; the manager (Rodney W***) was called and also proceeded to be disrespectful to me and walked away as I was speakingI then, had to wait an additional minutes for a different groomer to finish my dogs grooming because Shannon had left for the day and passed him to a different groomer
I will NEVER go back there!!!!!!!!
POOR CUSTOMER SERVICE!!!!!!
RUDE STAF!

Dear Ms ***,
Thank you for contacting PetSmart regarding your gift
card. I am sorry about your experience. In many states we do have to escheat the funds after a certain time frame of non-use. We would be happy to look into this for you, however we do need the gift card number. Please send that to us at your earliest convenience at *** and we would be happy to assist you
Sincerely,
Jessica

Dear Mr***,
Thank you for your follow up. I have spoken to our store, they have a copy of your receipt and would be happy to assist you with a return if you can bring the merchandise back to the store and ask for the pet care or operations managers
Sincerely,
***

I would first of like to thank Katie for her wonderful customer serviceShe is the ONLY reason I would even put star on this store locationHORRIBLE CUSTOMER SERVICE:I come in and already I'm ignored by the cashier(didn't get her name because she wasn't wearing her name tagshort, 5'4, heavyset African American with mid-length hair) because she was talking to what I could only assume to be her male friend who was a securitas guard(tall 6'5, African american, short hair cut)I ask where the dog section was and she looks at me as if I'm stupid and says "weeeeellllll, what specifically"? I replied "nothing just the dog section, was looking for attachments"instead of just telling what part of the store to look, she then says "what kind of attachment? we got all types of attachments, toys, food what do you want"? by then I had already gotten irritated and just wanted to find it myself because the tone I was getting from her was coming off very rude(it was about minutes to closing)I replied just a dog attachment for a vacuum nothing else, what part of the store can I find it? Then the securitas guard decides to intervene in the conversation and say "well which kind of attachment? I mean we got all kinds of damn attachments, toy attachments"(and proceeds to go into the same speal she just didthe cursing I really didn't appreciate because by that time I felt as if he was trying to intimidate me with his size so cursing at a customer really didn't help the situation.)Eventually they called over Katie and Katie was able to understand what I was talking about easilyI have never had this type of lack of customer service or rudeness ever happen at other petsmarts near me so from now on I think I will just keep from that location againMatter of fact, even though Katie did her best to assist me while those other tried everything they could to irritate me to the point of leaving so they don't have to worry about closing late, I think I might just use the item I have today and then return itI'm sure I can get it cheaper and less hassle free online
Also, if you have a securitas guard only worried about hitting on the female staff instead of doing their job, he is not really keeping up with his obligationThe management may want to look into that

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,* *** Petsmart has responded to the Revdex.com complain filed stating that they have received veterinary bills and that however no treatment notes includedI am not sure what bills they are referencing as we have not sent anything to PetsmartWe 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 awayIt 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 ignoredOnce again, Petsmart claims they are in receipt of bills that we have not even sentWhat information do you need for our file to be complete and our demands taken serious? Thank you

Dear *** ***Thank you for contacting PetSmart. I was sorry to hear about your experience at our salon. I have been in communication with our store who has assured me they have been in contact with you and have issued a refund for your
groom.Sincerely,***

Thanks for reaching out to PetSmart. I am sorry to hear about Harley. Our records do indicate that Harley was to be shaved due to matting. We are sorry for your experience in the store and would be happy to provide you with a refund of the groom. Feel free to stop by the
store at your convenience with the receipt of purchase and the store will process a refund for youSincerely,***

Dear MrN**,
Thank you for contacting PetSmart. We appreciate you reaching out to us,
however, we do require additional information to address your concerns. We noticed the date of your incident was 10/8/2010, if you could include some specifics about the issue we would be happy to address
Sincerely,
Jessica

Dear ***,
Thank you for contacting PetSmart regarding your grooming experience. I have spoken with our field managemetn team who has let me know that they were able to speak to you today about ***'s visits to our salon. Grooming can be a stressful event for dogs, our salon has
tried separate, experienced groomers who have found it difficult to groom ***. Unfortunately, for ***'s safety as well as the safety of our groomers we will no longer be able to groom *** in our salon
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
Your response absolutely does not resolve this issues, it's "dancing around" the subject, despite the fact that my pet is no longer welcome at said storeI do not plan on returning to any of your locations, as I do not believe in supporting retailers that I feel treated me unfairlyFurthermore, I will be cancelling the wellness plan for my pet as wellI still have not received an apology from the management of said store, despite the fact that I was embarrassed in front of other customers by the way the manager handled this.Furthermore, I plan on taking this unresolved issue to social media, so that other people can be aware of how Petsmart treats customers and handles such situations.
Regards,
*** ***

Hi ***,
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Thank you for reaching out to PetSmartI am so sorry to hear thisI have passed your comments along to our online team so that we can prevent this from happening in the futureIn the meantime, I have mailed out a $gift card for your inconvenience
Thank you,
Coral

Dear *** ***,Thank you for contacting PetSmart. I’m sorry to hear about ***Our veterinarian has reviewed your documentation which indicated that *** 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 ***, but at this time will not be offering any additional compensationThank you for contacting us and we hope *** feels betterSincerely,***

I have been buying fish at Petsmart Southcenter Tukwila for many yearsLast week I bougt (cheap fish) I noticed the tank she was getting some of my fish out had several dead little frogs and fish and I asked about thatThe response was that they were just delivered and they didn't make the tripI was home within half an hour and to my disgust out of fish were already deadThe next morning number was deadI went back yesterday with my receipt, the clerk who assisted me initially told me I was number or that day with the same problemHmmmmore clerks walked up, not knowing one was a manager (so they said...) They were discussing among each other that the extreme weather change might have been the factor especially since I was not the first customer with this complaintThen she asked me if I brought the dead fish! Whaaaaat, I don't collect dead fish! Nobody ever ever told me when purchasing fish I had to bring their bodies back when they diedSo I told her, besides that I wasn't sure when I had a chance to come byWell she said, you should have put them in the freezerReally??? We are not talking about dollar a piece fish here, they were maybe worth a total of bucksShe refused to replace them and just walked offI told the clerk who was left with me I didn't blame her but that this was the worst customer service I have ever experiencedThe clerk felt obvious very akward and told me to ask the manager again, who was talking to another customerShe ignored the clerk for a good minutes while I was waiting and then told her absolutely no replacement or refundI would even have been satisfied if out of the dead fish were replaced as compromiseIt was never about the money, it is all about customer serviceWell there was no customer service at ALLRude, very unprofessionalI will not shop for anything at Petsmart anymore, there is a *** right accross the street!

Dear ** ***,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 forThe 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***. Also, per your first complaint, you stated that ** ** passed away at PetSmart’s negligenceUpon our receipt of that claim, we immediately investigated this We understand that you feel that ** ** not receiving the prescription food resulted in her passing; however Jo Jo only received her non prescription food for the days between 08/and 08/as we were unable to speak with either parent. Please feel free to reach out to our District Manager, ***, at *** *** should you need any further assistance. Sincerely,***

Dear *** ***, Thank you for contacting PetSmart. I wa sorry to hear about your experience. I have forwarded your claim to our pet safety team as well as ***, our third party administrator for medical claims. They should be reaching out to you this week to assist
you further.Sincerely,***

Hi ***,
Thank you for reaching out to PetSmartI am sorry for the inconvenience you experienced with our websiteI escalated this to our E-Commerce team and they informed me that they were able to reach out to you to provide some clarification but don't hesitate to reach out with any further questions or concerns you may haveSincerely,
Coral

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear Michelle,
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Thank you for reaching out to PetSmartI am sorry to hear about your recent experience at our SalonOur district leader let us know that they were able to reach out to you to discuss your experience. We hope to see you soon as we appreciate your loyalty as a Pet Parent
Sincerely,
Coral

Thank you for contacting PetSmart. I have shared your thoughts and concerns with our management team
Sincerely,
"MARGIN: auto 0in">Jessica

We have reviewed Mrs. [redacted]'s complaint.  Our Service Manager, Dave S[redacted] is reaching out to the customer today to let her know that Titus-Will Toyota isgoing to absorb the cost to have the seatbelt replaced with a new seatbelt.  We cannot confirm what happened to the belt so feel...

it is in the best interest ofthe customer to replace her seatbelt and make sure she is happy with her interaction with Titus-Will.  We consider this matter closed. Titus-Will Toyota