Petsense by Tractor Supply — Local services in Ellensburg

I've had a few issues with Petsense, but the experience I'm more concerned with was a mishandling of adoption papers that led to the cat I applied to adopt being adopted to another family. Just a few weeks ago on a Wednesday, I came in and saw a 6 month old kitten. I was interested in adopting and was given adoption papers by the cashier which I filled out and turned in the same day. I was very excited to adopt her, and I was told I'd hear back by Sunday because the manager was out on vacation. I returned to the store each day after to visit the kitten and check on the status of my adoption papers (because I was told that my papers would be e-mailed or texted to the manager and that I could possibly hear back sooner). Sunday, I returned an hour after opening to ask the manager directly about the papers. Ten minutes after I came in and the manager began to review my papers, another family came in and asked the manager about the same kitten I'd applied for. Long story short, the workers of Petsense had an adoption application from that family for the same kitten that they lost, and so they adopted out that kitten to that family. The manager did not tell me this- instead he sent out a cashier to tell me, which I was a little upset with because I would've liked to hear about what happened directly from him since I'd been waiting to hear from him about my papers for days (and because he came to speak to me about the adoption papers and told me they looked good and that he would review the rest and come back to talk to me). Not only that, I could hear the entire conversation between the staff about the mix-up in their office, and they were also communicating with the other family and handing them slips to fill out to complete their adoption, but the staff didn't talk to me for about 10-15 minutes. I was just kind of left sitting next to the kitten anxious about not being able to take her home and wondering about what was going on. When I was finally addressed, the cashier told me that they would be getting new kittens into their store soon and that the manager would call me, but it's been weeks now and I've never gotten a call back from Petsense. I don't know if that's because they haven't gotten new kittens yet or because they forgot to inform me, but if they see this, I am no longer interested in being reached out to. I understand it was an honest mix up, I just think the way that the situation was handled and the way I was addressed wasn't really fair to me who'd came in multiple times to find out about the status of my papers and who spent ~$60 in supplies from Petsense. If something like this were to happen again, I would suggest to Petsense's staff to

1. Not speak to customers as if they're guaranteed to be approved and take home the kitten, because I was convinced on that first Wednesday that I would be coming back to pick her up with no issues. The member I was talking to told me she was excited for that kitten to come home with me and that it looked like I loved her a lot, and we had a conversation about me taking her home. As pleasant as that conversation was, because mix-ups like these occur, I would heavily suggest avoiding comments like that until the customer is actually taking home the kitten. It got my hopes up and ended up being very misleading.
2. Have the manager address these issues with the customers, especially because he was already in the process of reviewing my papers. He should've finished his conversation with me himself instead of sending someone else out.
3. If you're going to address one party, address the other one as well. I had to sit in confusion and watch for 10-15 minutes while the other family was talking to the staff, filling out papers and handing them back and I was just standing alone watching the whole thing. I have no ill will towards Petsense- just want their adoption operations to be a little...

Update The gentleman that helped us before said he would be taking over the ordering for the dog treats, and hopefully will improve the ordering process. He was sincere and wanted to keep us as customers. We're very happy he made things up to us, he definitely excels at customer service. We will happily continue buying all our pet supplies here.

We've been buying Pork Chomp Baked Pork Chips, dogfood, and generally ALL our pet items from this store for a couple years now. Recently the past few months they havent had the Pork Chomp Chips in stock. We gave them our info last week to reserve 2 bags when they recieve them. We've done this before with a gentleman that works there with success. Very polite and helpful. The woman that we left the information with, left a voicemail stating they would be there Thursday and sorry for the inconvenience. Also very helpful. Today, a different woman had no idea what we were talking about claiming no one left her any notes or info. We showed her the voicemail transcript on the cellphone. She asked if we could describe the item, and we said they are a Pork Chomp brand that look like rawhide chips. She says, "They're Pork Chomp, so they're actually rawhide free and not made of rawhides." Yeah no fricking duh, that's not what we said. She calls the person we gave our information to and I'm not sure what was said. But she continues to explain to us, "Well, I just read the transcript and its says we MIGHT have it in." Um, no it does not. It clearly states you would have them and to pick them up. So she over explained a product we've been buying for years, and is now lying to our face about what a voicemail transcript on my phone says. Rude! I say, "We'd appreciate it if you wouldnt tell us that a product is in, so we dont waste our time." She says, "Well she only said it MIGHT be in, but yeah sure okay." (Wow liar) She continues saying, "You could find them cheaper online and get them that way." So now she's telling us to take our business elsewhere? I said "No, they are more expensive that's why we get them here." Her response: "Well we're having issues with the vendor, we can show you the paperwork when they come in. You're not the only customer who has this problem. Other customers are going through the same thing." First of all, not our problem to be told once again your vendor is giving you trouble. And now you're justifying this inconvenience by telling us we aren't the only customers that have this problem with your store??? HOW is that supposed to make us feel better??? We walked out angry, saying what a waste of frickin time. We will not be returning. They obviously are going through something with their vendors and product hasnt been coming in on time or whatever. It's been well over 5 months of issues with this same product. We do not have the patience to continue showing support to a store that constantly has issues with vendors. They need to realize one bad experience with an employee is all it takes to make a customer not ever want to return. Sad, we really liked this store. This lady really...

Have bought dog food from here for the last couple of years and used their grooming services. Never again will this location receive any business from me. Took my dog in to get his nails trimmed. Groomer wanted me to hold dog's foot up and rotate. What the heck is the groomer for then?

Then went to purchase dog food. We have always fed our dog's well. We have steered clear of any food with lentils due to the heart disease and coronary problems that lentils and lentil processing have caused.We recently took our dog to the vet who discovered a heart murmur in one of our dogs. At our local vet's recommendation, we took our dog to Western Washington University's veterinary hospital. This hospital is the foremost pulmonary pet hospital in the country. After extensive testing, WU's vet team has our dog on medication for high blood pressure and provided a list of 10 foods that are the best. We talked extensively about the lentil/processing concerns. The veterinary team explained that it is not just lentils, but also a list of other items and how the food is processed.

We took the list of recommended foods and have changed our dogs' food. My pet's blood pressure was re-checked yesterday to determine if it is working. This was also the checkpoint for the new food regime. The vet asked which food we have our pet on, and shared that that is the food that she uses for her pets and believes it is the best choice out there right now.

So back to Pet Sense. We needed to restock the food. Couldn't find it and asked the clerk. The employee started lecturing us loudly on how horrible that brand is and what horrible pet owners we are to feed our dog such food.

So, a young retail employee decides to lecture customers about a product. This is completely inappropriate behavior. 1) The manager needs to train the employees better on their role and what customer service means. 2) It is not the job of the employee to insert their opinion. Period. 3) I trust the credible authority of my vet and the university veterinary team that is caring for my pet way over a retail employee. The expertise of the medical staff is backed up by years of education, practice and their voices have authoritative credibility. A retail employee - does not have any credibility to provide guidance on my pet or our care for our pet. 4) I should be able to shop without providing personal information such as the medical history of my pet. 5). It is not the role of a retail employee to judge and critique the choices of a shopper.

I would leave zero or negative...