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I have been a customer over 15 years at the Santa Cruz, California store and have always been treated very kindly and respectfully by the staff there. I have several animals and feel the prices are the best in town. Last evening I attempted to bring back some dog treats and dry dog food for return,(a few items were not from their store, no problem) but, when I approached the clerk, she said she was the night Manager, and I could not return my items without a receipt. I gave her 5 or 6 receipts to look thru and this took 20 minutes or so, then she told me not all items were accounted for and I would have to come back when I have the receipts to return the other items. Each one of my items were less than $5.00 each. Why was I being treated like this? On the back of the receipts, returns without a receipt would get the current price and merchandise card, and my ID, great, just like always. But not without a lecture for her, I wanted to cry. The next day I insisted on speaking with the day Supervisor and he informed me that it was up to each Manager on duty to make up their mind how to handle a customer return, since our area has so many homeless and transient customers trying to return items. I am a resident for 30 years in this town and own my home and I am older woman over 60. This customer service has left me with a very sleepless night last night and so I won't be going back to Petsmart for a long while, if ever, we have many other stores to choose from that perhaps will appreciate my hard earned money, even though the day Supervisor said he would talk to his staff, I feel he just wanted me to leave, he never even asked me for a phone number to get back to me, I offered my name to him. Just remember!one upset customer can tell 5 people and they to may have had a bad experience and then they tell 5 more. Think about that one! Where was the friendly customer service return policy, like printed on each receipt! Which I used to get at that store in the past...Good luck!