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4.5

I had the exact same thing happened to me this Friday! I placed an online order for a large amount of kitty litter, cat food and dog biscuits.

I thought this would help the store out by avoiding the pickup during the morning rush. The slap in the face was that I was at the store when it opened at 7 a.m. (because I wanted to hand pick some items out) and while I was there I checked on my order. The store manager at the time informed me that the whole system was down, but assured that when it comes up I would get all the things that I had ordered.

I express my concern if some of the things would be gone one order finally pulled up and he stated that if that happened that the items would be fulfilled when the items would come in. It was not until about 5 p.m. that day when I finally got the email notification that the order was ready for pickup. It was then that I noticed that I received two emails one of which which cancelled some of the items that I had originally ordered due to the product being unavailable.

When I went to pick up my order I requested to talk to the store manager which was not the same manager that I talk to on Good Friday. This manager just said the order was cancelled because it could not feel it and offered no apologies or substitutions or explanations to why I was told something different by the other store manager.

This is very poor customer service and I am extremely upset with PetSmart. I can't believe that they would choose to do business in this manner, especially during these trying retail times.

Reason of review: Poor customer service.

Location: 10900 Sunset Hills Plaza, St. Louis, MO 63127, USA

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