PetSmart

Reviews 3

KA

Katie Davis

Today, I had one of the most shocking and off-putting customer service experiences Ive ever witnessed, at this particular PetSmart location. Im a huge pet rescue advocate, local volunteer, former dog walker, and former brand ambassador (who would often work in PetSmart locations, although not this one). I have years of customer service and retail experience. Ive never had an issue with any store managers or Associates in any of the PetSmarts Ive ever worked at, or shopped at, until now. A month or so ago, one of our sweet fur babies passed away from cancer. We have just started to attend adoption events, start looking at other cats to see if we can find one that will fit our animal pack. Really, just as of today.This afternoon, I called this location to see if they had any adoptable cats. I was told "yes, lots!" So, we drove out to Ballwin to check out some of the fur babies. We saw a few cats in the cat room. We couldnt find anyone with a key until we were directed to a woman who was staring at her phone, and appeared to not want to be bothered. I asked her, "Were interested in looking at cats, would that be okay?" She glared at us and asked, "Are you 100% sure youll be adopting a cat today?" "Well, no. We are interested in adopting, but I cant promise it will be today. Weve just started to look." Apparently annoyed, she led us to the cat room, then asked us multiple other questions. She refused to let us see any of the cats until we could select one we were interested in. You couldnt even see all the cats from outside that space! We had no idea. We just wanted to meet some of them and see their personalities. I told her we were no longer interested, and I was disturbed by her attitude and lack of encouragement for potential adopters. Shaking, and I"m sure visibly upset, I also told the Store Managers about this before walking out. If I were a family or young person interested in rescuing/adopting a pet for the first time, this scenario would have totally shaken me and, possibly, have put me off the whole thing. I understand there needs to be a sense of responsibility, seriousness, and cleanliness when letting the public check out adoptable pets. BUT letting someone like this work with the public, and speak this way to customers, is unacceptable. Making people feel "guilty" for wanting to check out adoptable animals is unacceptable. Creating this type of experience for potential adopters is unacceptable - and will not help get these fur babies adopted. Thoroughly disgusted and upset after todays experience. Not sure if Ill be visiting any PetSmart locations in the near future. Certainly not this one.

EI

Eileen Huang

I used to think that this Petsmart location was one of the nicer ones, the only one that I would board my GSD, Tron at... until we got him home and found his testicles burned and rubbed red and bleeding! We had paid extra for a suite, and even more on top of that for one on one time with an associate, since Tron isnt neutered. For four days we spent around $220 for no one to notice that he was in obvious distress and they were so swollen that if he walked with his tail up you could see them clearly. After getting him home and seeing what he did I promptly called back to ask about it. I was told by the associate that this has happened before! And he was likely sensitive towards the cleanser they used in the rooms. Of course I called corporate and had the manager of the Pet Hotel, Allie, called to apologize herself. She said she had to talk to her manager to discuss a refund. They said not to take him to the vet unless it didnt get better... of course we were going to take him to the vet, his ball-sac was a bloody mess. He was crying and licking himself. The vet took one look and prescribed him 3 medicines and we paid an additional ~$130. They were shocked at no one at Petsmart noticed as well. Keep in mind we paid for 3 additional individual play times were someone should be one-on-one with Tron at all times. Finally I got a call back from Allie, saying they couldnt refund any of the stay because we signed the master contract agreement. She explained taking Tron was like dropping off a toddler at preschool, we could expect him to maybe get a few scrapes and get sick. Except Tron never played with any dogs so he couldnt have gotten sick or bit by another pup. I expressed that I was more concerned that no one brought this to my attention. She kept saying no one saw it, which just seems impossible to me and the vet. I told her if this had happened before they should have switched all the cleansers out as a precaution and she actually agreed with me, but, of course there was no actual action to change. She stated that next time Tron stayed they would know to use a separate cleaner. Obviously I told her there was not going to be a next time. SUMMARY: 4 day stay at petsmart pet hotel suite left my dogs testicles swollen and bleeding. Literally skin and blood falling off of the skin on the sac. Petsmart refuses to acknowledge any fault and we basically spent over $300 to have them burn our dogs balls - DO NOT GO TO PET HOTEL

ZE

zero mercy

Went to buy an algae eater and the lady manning the fish tanks wont sell me one because she said my tank, a 3-gallon tank, is too small for the type of algae eater they have. She said I need to have a minimum of 10-gal tank to get one...yes, for a 1" algae eater. I asked why and she said the fish will out-grow the fish tanks. And I told her, dont they stop growing or adjust to the tank theyre in? And she answered no, theyll keep growing - their internal parts will continue to grow until the fish burst. Yes, people, she said the fish will burst! And I asked her, have you seen one? And she said no but a "fish expert" told me... so I cant sell you one. I walked out upset and cursing... : ) Funny because about 3 years ago in the same store, I bought one of those solid-orange algae eater, love those but they dont carry anymore, about 1" then and it grew to only about 1/4".... it died recently because I havent changed the water waiting till spring to do so...however, my 2 tropical guppy fish are doing fine...in the same tank. "fish will burst" lol 02/03/17 - edit Went to PetCo and they carry the Golden Chinese algae eater! ..yeah! The staff was so nice...I forgot to ask them whether the fish would burst in my 3-gallon tank...will ask on my next visit. Ive no more reason to go to PetDumb. BTW, for those who dont know, these fish can be friendly or trained and at least unafraid of humans. The 3-yr old I had would come and stick on the front of the glass when briefly tap on the tank...it knows me. And one day, while sitting on my sofa watching tv, I heard this loud clicking or "tak-tak-tak" sound and wondering where it was coming from. It turned out my little sucker fish(algae eater) was pushing the marbles around the tank! The three marbles I placed in there was like his toys he played with...so the unofficial name "soccer / sucker fish" makes sense! He played with the marbles often its fun to watch him...missed that little fish of mine...hopefully, this new fish will do the same.