|Pet Supply Store
|5810 Antioch Rd, Merriam, KS 66202, USA
|9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 10AM–6PM
I am extremely unhappy with the way I was treated by your grooming department at your PetSmart in Merriam Kansas on Sunday August 28th at 12:30pm. The problem I have is the lack of customer service by two of your employees. Unfortunately the first initial contact with the first employee she did not have her name on her vest. She was about 5’8 or 5’9 and wore her hair braided over her left shoulder and had glasses on. Her attitude towards my dog having a pamper on was uncalled for. Instead of being polite or sympathetic as to why she had on pampers instead she was rude with her questioning. Someone who works in a pet environment is supposed to care about pets yet she lacked that ability. My dog is currently on medication for an ear infection, yeast infection and a prescribed shampoo for her skin allergies, which was all prescribed by Banfield. The grooming department’s manager was called to the front to handle the situation. She stated due to the medication they have to follow up with Banfield regarding side effects. Even though the bottle of shampoo that I have has a medical label on it with instructions to wash her 1-2 times a week that the manager failed to acknowledge it when I brought it to her attention. I waited between 5 – 10 minutes for her to return to say that there system was down and they have no way of seeing what she is on or the side effects and that she was declining my service. I suggested to her to call the Banfield hospital instead in North Carolina to verify that is was ok. Not only did the grooming manager ignore my statement her response was I don’t have their number. What kind of customer service do you instill in your employees? It’s clearly this store does not go the extra mile for their customers. I not only offered to provide her with the number once to the North Carolina store, but twice and she did not acknowledge it nor ask me for it. She continued with her same rebuttal. I could understand her reasoning; however the Banfield label on the shampoo bottle has my dogs name on it, my name, instructions, and the doctor’s name and location that she didn’t even take the time to look at. My dog is 13 years and two months old and I have always taken her to PetSmart, because I loved your service. However after the encounter on Sunday I have had to rethink on whether I want to continue to deal with that kind service. With that said and this being the first incident I will continue to deal with my homebased store in North Carolina, however I WILL NEVER visit this store again!! It’s extremely sad, because I frequently visit this area for work. I hope this matter is not taken lightly, the necessary training and reprimands are taken. Hopefully with this review the lack of customer service won’t happen again. I have also sent a letter to your corporate office. I do want to acknowledge U-WASH PUPPY at 7418 Nieman rd., Shawnee Kansas and the owner Ms. Meredith for not only listening to the situation, but for kindly asking the necessary questions pertaining her health to have a better understanding without judging and then allowing me to wash my dog. I highly recommend her grooming facility. She truly has a love for animals and makes you feel very welcomed. When I am in town I will continue with the services at U-WASH PUPPY. Thank you again Ms. Meredith.
Love the store. I worked there about 15 years ago. My problem is since Im not working with small animals these days I list my PETSMARTS.... I purchased a couple hermit crabs today and asked the employee in small animals many questions. My son picked out a cute cage YES I SAID CAGE. After getting home curious as to how I keep heat and humility in this CAGE for them to remain healthy.... Further reading teaches me that I needed a TANK inclosed with heat Well I bought a heat lamp. And a bulb for hermit crabs RIGhT... Bulb is watts and I find 15 watts is perfect anything higher will burn them. Geez am I disappointed. I have to now explain to my 6 year old AUTISTIC son that the CAGE he chose isnt good enough and we need to change it. This is going to be tough for him and myself. I have a 20 gallon tucked away in my basement. Not sure if I have a lid but Im so disappointed in the decisions I made and the lack of information given by the staff.... Did I mention one of our crabs had to be dead before it got home. It smells like dead fish. When I returned that crab the newest staff member on duty apologized to me telling me to return the CAGE and get a tank. And the other employee should have explained to me that this CAGE IS FOR PEOPLE WHO ALREADY LIVE IN TROPICAL CLIMATES... what a mess. Now to keep these guys alive until morning So I can hopefully and successfully transfer them into an actual tank. Did mention it is a Saturday night and I work sunday.... PETSMARTS hours are shortened and I dont have much time to be a life savor for these crabs and my son lol. Its my fault DO RESEARCH Thoroughly before you purchase anything from PETSMART......
Worst thing ever! I have a year old husky who I had to leave at the hotel for three days and two nights. I ask for doggy day camp for second and third days so he can burn energy since he is a very high energy dog. The day we picked him up, yes he was excited to see us, but he was completely crazy, Id never seen him like that before. Couldnt calm him down as much as we tried. He was like that for 4 hours after we got home. It was like he hadnt been taken out to do anything in those three days. And as soon as we got home, he went to the bathroom, honestly took him about TWO WHOLE MINUTES!! Like he hadnt been taken out to potty all day!!!! It was so upsetting because all you doggy parents know how much we care for our pets and the Petshotel makes it seem like it would be the best experience for your dog while youre away. Hell no.
A Private User
I love Petsmart and Bansfield AND the PetsHotel. The store, the vet, the daycamp are all amazing! When I call about my puppy, everyone knows who he is - not because he is a little terror. Everyone is so nice and so friendly. I feel so safe leaving my little puppy in daycamp (2 days a week for socialization). I signed up for the pet care for a year and have saved so much $$ so far. As far as the store goes, who does not LOVE being able to take their pet with them to the store? I wish Petsmart would branch out and sell more items, because I would totally purchase grocery items there (is that sick?). I love being able to take my little puppy to a reasonable, safe, puppy friendly environment. What a great place!
Shelves are never stocked and there is rarely anyone to assist you. I was there today and needed an associate to help me and when I said excuse me mam she looks at me and then she ran, yes ran to the back of the store and ducked behind that weird partition wall. Went to the front to ask the cashier who was the one and only person manning the store and asked her to call for help. I waited several minutes and no one showed up so I walked out. This is pretty much the norm for this store and I only use it when I dont have time to go to the one on Shawnee Mission Parkway. I wont be using this store any longer at all.