PetSmart — Local services in Merriam

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...

Greetings, I went to the Merriam PetsMart this afternoon to look at the kittens ( specifically, “John” from your Petfinder online list). I was aware that one needed an appointment to take the kittens out of the kennels. However, I wasn’t aware of certain things that I was later informed of until I got there.

We got there around 1:20 and two young Latina ladies were cleaning, and said no entry until the cleaning was finished. That made sense. My husband and I were waiting with another young couple and we started talking about which animals we were looking at.

One of the ladies came out and I asked if we could look at them ( once the cleaning was finished)… and her reply was “only through the kennel- unless you’re adopting one for certain today)… I told her that there’s no way I could adopt without an interaction with the animals.

The young couple was then asked if they were there to adopt and which one. They replied that it would at least be one of two kittens ( Cosmo or the other one in the kennel with Cosmo)

The young lady clerk then said, “ oh, sorry… can’t just take one of the kittens. All the kittens paired up are “bonded siblings ONLY” and have to go together .” ( REALLY? Not on the Petfinder descriptions !!) she went on—-“But I can tell you all about the cats here so you’re informed of their personalities. She started with the single cats in cages, with simplistic descriptions “ this one is sweet”, “this one sleeps all day” So that leaves you with the two older cats that are single in the kennels, one of whom isn’t here, but is a great cat.” She then briefly spoke about the little tortie female and said, “this one isn’t socialized, and absolutely doesn’t get along with other cats and requires previous experience”… oooo-K!!!

There was a period of quiet and then the lady said to the young couple , well, “let’s get you a contract signed and filled out if you’re taking a cat home today”…. Mind you—- this is before ANY of us had seen any of the cats and now these young people were being pressured into taking only one of three single cats and not a kitten, due to them being bonded. As someone who has worked in cat shelters and owned many cats all my life, this was unacceptable and a terrible approach to the adoption process. The tone from this young woman was condescending and pressuring— much like how someone might talk to a toddler. How could someone make a decision before interacting with an animal??? This approach will result in failed adoptions, and more homeless pets! I had the courage to simply leave. As a middle aged adult, I refuse to be treated in this way, but the young folks were too inexperienced with adoption processes to realize that it shouldn’t be this way!!!

Not sure if you’re aware of how PetsMart staff are handling these adoptions. If it’s how you do it- fine… I won’t go again because I don’t agree with pressuring anyone to sign anything before even touching an animal. Otherwise, this is to inform you how these adoptions are being handled at...

Drew, or whoever I spoke with this evening was absolutely horrible. I placed a delivery order through the petsmart app and they had a DoorDash employee come pick it up to deliver. I put in the notes please call when arriving and I’ll come meet you. (I’m attaching the pic) delivery driver left it in the public entryway. I didn’t get any kind of notice the driver was even coming and then I get the photo that it was delivered already, by the time I go to the entrance to my complex with the balloons like in the photo the bag wasn’t there.

I called the petsmart my order was from, the Miriam KS location, and drew answtred. He was incredibly rude, short toned, kept insisting it was “not in his hands sorry” and kept telling me DoorDash would have to fix the issue nothing he can do order was picked up he doesn’t have it. I even asked if he could please re make and I could come get it. He kept saying that it really wasn’t his issue at this point.

Called DoorDash.. they said persmart would have to refund or replace since the funds were paid to petsmat and they just outsourced a DoorDash driver. Added petsmart manager (or said manager) to call and DoorDash woman explained.

Drew kept making sarcastic remarks and said he’ll leave a note about it so someone in the morning might see it. Overall I’m pretty sad this was my experience. I’ve always gone to petsmart and had such great experiences. Talking to this employee quite literally ruined my day- I shouldn’t have I let it.

Still cannot find the bag….

Called today and was met with the same attitude told to call DoorDash. Even though I legitimately had a three way phone call with someone out in Egypt then added the PetSmart employee Drew and nothing was resolved. I still can’t find my items and I have pretty much given up...