PetSmart

Dear Mr. J.K. Symancyk,

I am writing to formally express my deep concern and dissatisfaction regarding an incident that occurred with my dogs, Cooper and Sadie, during a grooming session at your High Point PetSmart location on August 2, 2024. This incident is not an isolated occurrence, and it necessitates immediate attention and action from your corporate office.

On August 2, 2024, my husband and I brought our dogs to the PetSmart located at 265 Eastchester Drive, High Point, NC 27262, for their grooming appointments. Cooper is a large Labrador Newfoundland mix (2 years old), and Sadie is a Pit mix (10 years old). Both dogs are very sweet, loving, and kind. We've been loyal customers for over four years, and our usual groomer, Angel, has always provided exceptional care, noting significant improvements in Cooper's behavior thanks to obedience training. Sadie has always been well-behaved due to her age.

However, our latest visit was deeply disappointing due to the behavior of a groomer named Kelly. From the moment we checked in, Kelly seemed disorganized and took an unusually long time finding our appointment. During this time, Cooper became visibly anxious, as he and Sadie are inseparable. I requested to walk him to the back, which was denied, so I asked for assistance in getting him settled. My request was ignored, and the other groomers stood by without helping, causing unnecessary distress for both Cooper and Sadie and creating a scene in the store.

Angel arrived shortly after and handled both dogs with ease, as she always does. Madison, who has groomed my dogs a handful of times when Angel wasn't available, also provides excellent care. However, the lack of professionalism and empathy from Kelly was unacceptable. When I picked up my dogs, Kelly's demeanor was rude and unprofessional, further reinforcing my concerns about her ability to handle pets with the care they deserve.

This is not the first time I've had a negative interaction with Kelly. Her behavior suggests a pattern of unprofessionalism and a lack of concern for both pets and customers. As a responsible pet owner who ensures my dogs are well-trained and well-cared for, it's crucial to feel confident in the care provided by the grooming staff. Kelly's actions were unprofessional, showed a complete disregard for my pets' well-being, and created a stressful and chaotic experience.

Additionally, due to the distress caused by this incident, Cooper missed his obedience training appointment today at PetSmart. This setback is particularly concerning as it has negatively impacted his ongoing progress. I have never seen such a look of fear and anxiety in his eyes before.

In light of these issues, I respectfully request the following actions be taken: 1. A thorough investigation into the incident, including a review of the video footage. 2. Appropriate disciplinary action to address Kelly's behavior. 3. A formal apology addressing this specific incident and the broader pattern of issues I have experienced. 4. A full refund for the grooming services on August 2, 2024, and for previous services due to ongoing issues. 5. Compensation for the missed obedience training session and a gift card to cover future training and grooming services to help mitigate the distress caused to Cooper and Sadie.

It is imperative that PetSmart addresses this matter swiftly and transparently to uphold the high standards of care and customer service expected by your customers. I hope that PetSmart will take this opportunity to demonstrate its commitment to customer satisfaction and animal welfare by addressing my concerns with the seriousness they deserve.

I look forward to your prompt response and a resolution that ensures such incidents do not recur in the future.

Sincerely,

Tanya Allen-Burris

336-493-****

tanya.aburris@***.com

You can contact the High Point PetSmart location at: Address: 265 Eastchester Drive, High Point, NC 27262 Phone Number: (336) 884-****

The other day I bought some shampoo for my dog. Its an English bulldog.

I have to be careful and shampoos Because she gets allergic reactions easy before I finish the Cell at the checkout, I asked the young man who was checking me out what the return policy was, and he Let me know what the return policy was then close the register after the Cell and I said I need the receipt. I just told you I may need to bring it back and he looked confused and said oh well I dont know how to get that for you now, but if just give them your phone number when you return it if you return it, theyll be able to look it up so I said OK. That makes sense why I come back about five days later to return it. I gave her my phone number.

She says she cannot find it. I came in probably about 10 minutes before the store closed. I understand they are tired, but sometimes thats the only time some people were about to close when she seen that it was a return starts putting my phone number and says she cant find it. I said theres no way I just gave it to him the other day I pointed at the guy down the aisle.

Said that was the guy right there. She put another phone number and said she couldnt find it then said she could just give me a merchant card. I said no I paid too much money for this to buy anything here I want cash I paid cash. I told her Her employer did me five days before and not give me the receipt and what he told me that I could give my phone number she said its been five days and we dont keep after five days, are you kidding me?

She said youll have to look it up by your email. I said OK whats the email its under she still couldnt act like she could find me I said how could he find me the day when I get my phone number through my rewards I didnt give them email and finally got somebody over there back-and-forth back-and-forth with her. She thought I would just give up and walk away. She told me to call customer service and have them walk me through.

It had me standing. It was ridiculous. Even her tell me just come back tomorrow and then tell me to go on PetSmart and call customer service to get my email changed because she was able to look at my account by my phone number which I dont understand how she couldnt just click on my account and then look up any receipts that I had or any purchases that I had , I mean thats normally how it works when it has programs click on it and click on it and both of them just said to come back tomorrow after I talk to customer service I start googling on my phone after I what can I do about getting my receipt out of my email or off my account if I dont know the email address to sign on can I sign on by phone number, then I start looking that other employees that work for Petsmart step-by-step instructions on how to pull up a receipt phone number how easy it is something about backspace looking at that receipts. Be careful if you click on them because it will print off everyone that you click on it , they were just being lazy and they wouldnt do it so Im very pissed off now especially with being a I drove 45 minutes to get there before they closed.

I wouldnt be this upset, but I have looked for so many different shampoos far and near for my dog and Im so sick of dealing with shampoos to try to help at least get somebody to work there that cares about animals and your customers. Is there anyway somebody from Petsmart can contact me my account phone number is 405-760-****. Thats my husbands number. My number is 405-898-**** but if you look up the account it will be under Linzee Adkins or Linzee Davis 405-760-****.

The email that its under is linzeeadkins@***.com I can no longer get into that email so I made a new email linzeeadkinss@***.com same thing except an S at the end of adkinss Seems as though somebody needs to sign into my account by my phone number 405-760-****. Look up the account that first email And Update the email to the second email so I can login and get the receipt because nobody at the store is going to look it up for me.

Kaitlyn was my groomer at the W. Broad St./Libby Ave store located at 5515 W.

Broad St. She did an AWFUL job! It was hard to recognize my sweet Shih Tzu after Kaitlyn finished with her. I expected and agreed to the closely shaved cut on her body.

However, I did not expect her to shave off the majority of her facial hair. Yes, I expected the fur from her ears to be cut down, but what she did to my baby's face by shaving her down so low, is unforgivable! My sweet dog looks sad and pathetic. I think Kaitlyn was in a hurry to get home.

I was her last appointment of the day and she was finished by 5:45 p.m. She did a rush job, and it was very obvious. Other people have also told me that the terrier cut she gave my sweet Duffy is very unbecoming. Why does my dog look like a terrier now?

I am warning other potential customers about the *** that Kaitlyn gave my sweet dog.

Other people who see my poor sweet dog tell me that they think that the groomer must have been new or didn't know how to do it because she really did a *** everyone agrees I even have pictures I can send you of the horrific mess that she made of my dog, it is horrible! I love my sweet dog and what Kaitlyn did, her *** of an excuse for grooming, is unforgivable!

this particular Petsmart store doesnt use lines to the registers like every other register does. Somehow, you have to know that you have to stand in line and wait for other line to open up.

If you happen to be walking by and not realize theres a line thats obscured by the side of the aisle and get in line to check out they loudly chastize you telling you to get to the back of the line. No signage, no stanchions, zero communication that that is the expectation. Because I had already been at the register, asking an employee a question before they turn their lights on, and started ringing people up, I thought it would be no problem for the few things I had to ring up rather than just ringing my things up and moving along, all three of the employees working at the front at 7 PM on August 9, 2024 Decided to publicly humiliate and berate me because I was the first person at that register when the person turned their light on. because I am handicap, I did not find it necessary for me to get out of lime and go all the way to the back of the line when I had been waiting at that register for 10 minutes to ask a question.

If I wouldve stood in line for 10 minutes to ask a question I wouldve been at the front of the line anyway. It was just ridiculous, and my entire life it has been a first come first serve situation at any register kiosk of any business I have ever been to unless there are stanchions or signs present. they made that entire store think that I was some horrible person or something. My Husband was especially embarrassed by the situation.

when I called the store to tell them what happened, the assistant store manager, Edward, told me 1) that I should basically know better than to cut in front of someone which is so insulting because thats not what happened and 2) if I think that there should be signage so that people who dont normally use that store know what the process is, then "thats a you problem" because you should know not to cut in line. But thats not what happened. I didnt cut in line. I was already standing at the register as I already explained to ask a question and she opened her register at that time.

I dont consider that cutting as I had already been there waiting. I can understand now why the employees act that way though. If the manager thinks its OK to talk to a customer that way then why should the staff not?

There are a lot of problems to be solved. Let me tell you.

Dear PetSmart,

I hope this message finds you well. I am writing to express my concern regarding a recent experience at your grooming services located in Yuma, AZ.

Today June 1,2024 at 10:30am I brought my dog in for a grooming session.

Unfortunately, upon picking her up, I noticed that her eyes appeared red and irritated. Since then, her condition has worsened to the point where she cannot open her eyes. This condition was not present before the grooming session, and I am deeply worried that something during the grooming process may have caused this severe reaction.

Could you please investigate this matter urgently?

I am seeking an explanation and any necessary steps to ensure this does not happen in the future.

Thank you for your prompt attention to this matter. I look forward to your response.

Respectfully,

Wesley and Ramona Lore

I receive these $20 coupons thru the mail that PetSmart has always taken with no problem until recently.

One time I will attempt to use one and they will say we don't take those anymore so why not? The reply is "I don't know I just know we don't take them anymore".

The next time they did accept them and I'm told they should've accepted it the last time.

The store manager told me that PetSmart accepts ALL competitors coupons...always has and always will.

I went in the store on 09/03/24 and was told by an assistant manager that they do not accept any kind of coupons from Chewy; that they did accept all coupons from any other competitor besides Chewy.

He got arrogant so I did as well. He finally oked the coupon discount but said it would only be that one time.

PetSmart needs to get it together and figure out what they REALLY do.

Dear Corporate,

I am writing to formally express my deep concern and dissatisfaction regarding an incident that occurred with my dog, Cooper, during a grooming session at your High Point PetSmart location on August 2, 2024. This incident is not an isolated occurrence, and it necessitates immediate attention and action from your corporate office.

On August 2, 2024, my husband and I brought our dogs to the PetSmart located at 265 Eastchester Drive, High Point, NC 27262, for their grooming appointments. Cooper is a large Labrador Newfoundland mix (2 years old), and Sadie is a Pit mix (10 years old). Both dogs are very sweet, loving, and kind. We've been loyal customers for over four years, and our usual groomer, Angel, has always provided exceptional care, noting significant improvements in Cooper's behavior thanks to obedience training. Sadie has always been well-behaved due to her age.

However, our latest visit was deeply disappointing due to the behavior of a groomer named Kelly. From the moment we checked in, Kelly seemed disorganized and took an unusually long time finding our appointment. During this time, Cooper became visibly anxious, as he and Sadie are inseparable. I requested to walk him to the back, which was denied, so I asked for assistance in getting him settled. My request was ignored, and the other groomers stood by without helping, causing unnecessary distress for Cooper and creating a scene in the store.

Angel arrived shortly after and handled both dogs with ease, as she always does. Madison, who has groomed my dogs a handful of times when Angel wasn't available, also provides excellent care. However, the lack of professionalism and empathy from Kelly was unacceptable. When I picked up my dogs, Kelly's demeanor was rude and unprofessional, further reinforcing my concerns about her ability to handle pets with the care they deserve.

This is not the first time I've had a negative interaction with Kelly. Her behavior suggests a pattern of unprofessionalism and a lack of concern for both pets and customers. As a responsible pet owner who ensures my dogs are well-trained and well-cared for, it's crucial to feel confident in the care provided by the grooming staff. Kelly's actions were unprofessional, showed a complete disregard for my pets' well-being, and created a stressful and chaotic experience.

I respectfully request the following actions be taken in response to this incident:

1. A thorough investigation into the incident, including a review of the video footage.

2. Appropriate disciplinary action to address Kelly's behavior.

3. A formal apology addressing this specific incident and the broader pattern of issues I have experienced.

It is imperative that PetSmart addresses this matter swiftly and transparently to uphold the high standards of care and customer service expected by your customers. I hope that PetSmart will take this opportunity to demonstrate its commitment to customer satisfaction and animal welfare by addressing my concerns with the seriousness they deserve.

I look forward to your prompt response and a resolution that ensures such incidents do not recur in the future.

Sincerely,

Tanya Allen-Burris

336-493-****

You can contact the High Point PetSmart location at:

Address: 265 Eastchester Drive, High Point, NC 27262

Phone Number: (336) 884-****

PetSmart sends out promotional emails to its customers with misleading wording. Further, the fine print is subject to interpretation.

The email I received in big bold print is: Spend $99+, save $15 NOW, plus $10 later.

The fine print says: Spend $99 or more, after discounts and before taxes.

I made a purchase that was $107.97 before taxes.

The items were discounted (on sale) and totalled $107.97 after the discounts were applied. I met the criteria of spending $99 or more, after discounts and before taxes, and received the $15 off. HOWEVER, I did not later get the email with a $10 promo code. When I called customer service, they said that I did not qualify for the $10 because when the $15 was applied, it brought my subtotal down to $92.97.

Personally, I find the email wording and fine print very misleading.

No where does the fine print detail that you are disqualified from receiving the $10 later if the immediate $15 applied discount brings the subtotal below $99. I concur that it can be interpreted that way. However, the way that I interpreted it is how others do as well.

PetSmart should be transparent in their fine print and detail how you can get the $15 off, but be disqualified for the $10 later. It is unfortunate that PetSmart chooses to be ambiguous and is using wordsmith magicians to dupe there customers.

It is misleading.

And unethcial. They have lost a customer.

PetSmart sends out promotional mails to its customers with misleading wording.

Further, the fine print is subject to interpretation. The email I received in big bold print is: Spend $99+, save $15 now, plus $10 later.

The fine print says: Spend $99 or more, after discounts and before taxes

I made a purchase that was $107.97 before taxes.

The items were discounted (on sale), and totalled $107.97 after the discounts were applied. I met the criteria of spending $99 or more, after discounts and before taxes, and immediately received the $15 off. HOWEVER, I did not later get the email with a $10 promo code. When I called customer service, they said that I did not qualify for the $10 because when the $15 was applied, it brought my subtotal down to $92.97.

Personally, I find the promotional email wording and fine print very misleading.

No where does the fine print detail that you are disqualified from receiving the $10 later if the immediate $15 applied discount brings the subtotal below $99. I concur that it can be interpreted that way. However the way I interpreted it is how other people do as well.

PetSmart should be transparent in their fine print and details how you can get the $15 off, but be disqualified for the $10 later. It is unfortunate that PetSmart chooses to be ambiguous and is using wordsmith magicians to dupe their customers.

It is misleading.

It is unethical. They have lost a customer.

Every time I go to buy a prescription cat food, the policy on providing the RX changes. One time you don't need it; another time a pic is all you need, then back to you don't need it.

Then, unexpectedly, you must have the hard copy, oh, and even though your vet said there is no expiration date and didn't put an expiration date for that reason, PetSmart doesn't care. That's what your vet wants. Oh, now we're back to an RX pic on Chewy's will work. Then, my cat runs out of food and the policy changes; it's Friday so my cat with a stress-induced stone issue won't eat, which causes stress!

For the love of God, it's not fentanyl, it's cat food and nobody in their right mind is going to buy $50 a pound cat food if they don't have to! If the policy is going to change daily, figure out a way to store our info. It's 2024; everyone can store information!

Your policy issues are not my responsibility, and my cat shouldn't suffer from the store's inability to figure out how they want to do something. Also, store managers shouldn't tell you, 'I'll sell it to you this time, but you are going to make me lose my home.' Seriously annoying and, unfortunately, I won't purchase one more thing from your company ever again.

I had issues with a dog crate that I bought a week prior. I went to the store but forgot my receipt at home.

I asked the cashier if she could look it up with my credit card, but she said they don't do that. I asked if I could speak to a manager, but she said she was a manager and refused to help me. This made me feel very uncomfortable. I felt that because I'm Hispanic, she didn't want to help.

I asked if there was another manager, and there was. She was a minority, like myself, took my credit card, looked it up, and found it right away. This happened at store #336 in Boynton, Florida. Sadly to say, you've lost a customer.

But as far as I know, you don't care because I made a call to corporate and they said a district manager would call within 24 to 48 hours.

It's been a week and 2 days. I've realized what customer service means to Petsmart.

I took my rescued 7 lb. Malti-poop in the salon for grooming, this is his second time at the Dayton Mall salon, a different groomer.

Oscar has a collapsed trachea, so my husband asked the groomer, Tiffany, to use the trimming loop around his waist instead of his neck, she agreed. After a couple of hours, Tiffany called my husband that Oscar had bitten her, and she will have to stop the grooming. She said it will be no charge. I told my husband to give her $40.00 /half of the fee since she did bath and trim Oscar, unknowing Oscar's fur was all ragged and tattered.

(My husband did not know that he should pay at the store register but not the groomer herself, so I don't even know Tiffany pocketed the $40 herself.) After seeing Oscar that evening, I was confused, feeling being taking advantage and assaulted, especially that I found out Oscar has been band from the salon as well. Tiffany did not tell my husband when he picks up Oscar, my husband called back the next day to see if they can fix Oscar's' ragged fur and found out that the salon has banded him.

I am not a complainer usually, but this time I think I should speak up. I hope the management will do something about informing pet parents about banding their fur children from the salon.