If you're looking for the absolute worst customer service experience of your life - look NO FURTHER! I found it for you.
Last night my family went in & found a kitten we wanted to adopt. At 7:50, we asked for assistance. At 7:58, an employee came over to help. We pointed to the cat we wanted, she said okay, went in back and then came back out apologizing. According to her and her manager, adoptions cannot happen after 8pm. She then promised they would hold the cat overnight, and we could come back in the morning. She took the information card off the window, and assured me that the cat would be there tomorrow for us. I went over to the manager (who also is the store lead, Jayson Palmer) and explained our situation. We lost our cat of 9 years unexpectedly, and our children were having a hard time transitioning. We wanted to adopt this cat to ease the pain, I explained we had the cash, owned our home so we didn't need any renters info & had a cage. He said he just couldn't do it - it takes 30-45 minutes, they have a lot of stuff they need to do before they close the store and he just can't help. He assured me that the cat would be there in the morning.
This morning (11:40) we entered the store. Again ready, cash & kennel in hand. We tell the employee we're here to adopt the cat we had put on hold - and she said someone would be over to help. Someone did come over and explain that another family came in 10 minutes before we got there and the cat is now on hold for them. WHAT?? We said what the hell, this cat was put on hold for us. She said they "usually don't do overnight holds" and that "they only hold them for 1 hour". Neither employee we talked to last night gave us this information, they said "tomorrow". Not "within an hour of opening". They also did not ask for our name or phone number. I said well why is your promise to this family greater than the one we were given last night? We're here and completely ready, that family is not. The first employee I spoke to said she needed to go make some calls and would be back in a few moments.
A few minutes later, the same employee walked out with someone in plain clothes who introduced herself as the second store lead. She was condescending from the start. Basically repeated everything the first woman told us. I asked "if the family is not here within 1 hour, then I can adopt the cat". The first woman had said they left at 11:30, so they had until 12:30. It was 12:14, I said "okay, if I'm here at 12:30, and they are not - I can adopt the cat, correct?
The "second store lead" says "not that's not how this works". Although the first employee had said that IS how it works, and the "second store lead" had ALSO said holds are only one hour. At this point I knew that customer service was not something they were interested in, and as long as the cat was going to a loving family instead of staying in these peoples hands - I could leave.
My husband explained our situation, and how their lack of consistent policies (that are not posted, seems they make them up on the fly) are total shit. The super professional "second store lead" began arguing back and forth (I mean, really? You're going to argue with a customer?? Not even valid points, just her stomping her foot around trying to grasp some control of a situation she KNEW her fellow employees should not have put her in). After that she VERY insensitivity & condescendingly shouted "have a great day!!" REALLY??? After we just told you of our loss and you and your employees further hurting the situation. Yep, I did end the conversation telling this lady to go fuck herself - because she should. I don't care who the hell you are - you're really going to PICK a fight with a customer??? Go back to training.
I took this further than Facebook, several formal complaints with corporate will be filed, and lucky for you I will not step foot in a Petsmart again. They should have their "8pm" policy posted, if they say it's against their policy to hold pets overnight - then they should never. If it's a one hour hold, it should be a one hour hold no matter what. Have some consistency, or don't have rules at all.
Do your self a favor, shop at Chuck and Dons! If you're local to forest lake the local pet store by Dominos also has a ton of things to help your furry friends. read more
