Category: | Pet Supply Store |
Address: | 2535 Atlantic Ave, Raleigh, NC 27604, USA |
Phone: | +1 919-917-7552 |
Site: | phydeaux.com |
Rating: | 4.6 |
Working: | 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–6PM |
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Jesse Park
Great store, HORRIBLE customer service!!! The worst experience Ive ever had with a retail customer service store. Will never give this store any more business until they fix whats wrong or replace their manager. I have been shopping at Phydeaux for the past 3 years (as my dog is 3) both in CH and Raleigh. Cant even count the amount of money Ive spent, lets just say my dog is very spoiled and eats top of the line dog food. The food I purchase is Acana (87$/bag), it has a frequent buyer program so when you buy 12 you get the next free. Ive been buying this dog food for almost his whole life with the occasional switch of flavors (still honored under the program). 3 instances ago before I went today, I asked how many bags I was at because in my brain and rough calculations I thought I was at 8 or 9. He said I was at like 3 or 4 and I told him that couldnt be right. So he looked up my purchase history and saw that there was a gap of where I didnt buy dog food for 6 months... (I get a bag a month, have a large husky) so he assured me that the manager would fix it and wrote a note about it. Great, sounds good, because the Phydeaux in chapel hill has always been great with their customer service. Ok fast forward to the 2nd instance, after above said instance, the same situation happened with the same employee. He remembered me and the situation so I asked him if my updated dog food bags were in the system, he looked and to no prevail, they werent updated. Told me he would write another note - which I saw him do - and that it would be corrected. Ok no problem innocent mistake. So then today when I go there I ask the guy how many bags Im at and he says 6. When by now I should be at least 10 or 11. He looks up in the system and sees the same thing with a huge gap of time, 6 months, missing with no dog food purchases and then goes and talks to the manager and says some logistics problem is the issue. I ask him if I can talk to the manager, Paul, and he comes out to talk to me. Finally thinking that Ive got someone with the power to fix this mistake, I was very rudely and disappointed when I spoke with him. Paul, the manager, alleges that because there is no purchase history in those 6 months he has to go by what the system says and that Im at 6 bags. I assure him that Phydeaux is the only dog store I shop at since 1) its good, 2) its down the street, 3) it sells Acana a high end brand and has the good deal and Ive been shopping there since I got a 6 week puppy. I explain to him, how could I go 6 months without purchasing dog food there, considering I always buy the same brand and the same size. My dog has to eat, right? What did he go 6 months without eating? I ask him to rationalize how I would somehow not feed my dog for 6 months and he says maybe I shopped somewhere else. Ok, although possible, its not logical. I dont shop at pet smart etc because they dont have Acana, Phydeaux is the closest place and I have already been adding to my frequent buyer program so it would be clearly beneficial to continue to shop there. I ask him if he realizes theres a possibility that there was employee error when they were punching in the dog food into the computer and he dismisses it, repeats that he has to go buy what is in the system. Then tells me Im wrong and that Im lying. So appalled. I then inquire if he can meet me halfway and he abruptly says no, and I ask him if hes fine losing a loyal customer (and my gf/friends) who shop there and spend plenty of money because he cant see from the perspective of a customer and he says yes and I walk out. Again, out of a retail services store I have never been so disrespected by a "manager". Maybe that is why they have friendly employees who work the counter and he is in the back never to be seen. I spend thousands of dollars a year at this store and Im a CUSTOMER. A good business knows the customer is always right. Any "manager" who is so quick to lose loyal customers clearly does not have the business best interest in mind.
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A Private User
Ive loved Phydeaux---live three blocks away and keep two Goldens and a Lab fed and pampered with their high quality food and toys. Spell that: "spend a lot of money there." However, no plans to return due to a dust-up over a stupid little $10 toy fish they sold me (upon advice of very helpful young woman last Thursday), which my 10 week old Golden was decimating---and eating---within about 15 minutes. I went to the trouble to go back because I thought the product was not good and was unsafe, plus I felt like it was a rip-off. My hope was to swap it out for some bones that were great. I get it about chew-toys, but 15 minutes? For a $10 toy? After being inanely lectured about how dogs chew differently (? duh...) and catching a not-very-veiled accusation that I was like some crooked customer of theirs who apparently is a serial toy-returner, or something like that, I decided that I was having a pretty unpleasant experience. I did get my exchange, was urged to feel really bad about it by the unpleasant manager, did in fact feel bad about the transaction, and pretty much figure they dont need my business. With food (3 dogs), crate, collars, tags, toys, etc....weve spent a ton of $ there in just 3 weeks---$100 last Thursday alone. Little benefit of the doubt would go a long way. His dispute was not about whether I bought it there---and again, I had pitched the receipt----but rather about the fact that nothing is unusual about a toy they recommended falling apart in minutes under puppy attack!. Ouch. In fairness, other employees have been very nice.
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Rebekah Carmichael
I have 2 cats and a dog and I no longer do my shopping anywhere else. What I appreciate most about this place is that one would think with so much selection and quality in one place that the personal attention might suffer somehow in customer service (as it does at large chain pet stores), however, it is delightfully the opposite here. I love how I can bring my dog in to shop for toys and the staff are always very patient in answering my questions so that we can find what is best for her. I feel that with their assistance, I have some of the best toys for creative stimulation and durability as well as healthy food that is wheat free, meat based, and offers vitamins that they need to stay in sync. Phydeaux also carries a variety of freshly baked treats, raw hides, and raw frozen bones. My dog *loves* the frozen bones from the local butcher and theyre doing wonders keeping her teeth clean! I cant say enough great things about this place and those working there and its a very convenient location between downtown and North Raleigh. For as long as Im local and my pets are alive, you have a customer!