Petco — Local services in Midland Park

I had the worst experience at this store because of Matthew truthfully, I only went into this Petco because it was the only store open at 6 pm. We were only in there for top 15 min deciding and just looking around and even had a conversation with Matthew about dog tags before we were done shopping. I knew they were close to closing but there is no excuse for the customer service that I experienced. I wasn't there 5 min before closing I walked in around 6:30 and they close at 7 pm. so Im still trying to grasp and understand why I was treated such a way by Matthew.

What happened was I brought my stuff to the counter, and my boyfriend was holding my dogs leash and standing right next to me and my boyfriend took a treat/bone from the side there and let my dog sniff it and put it on the floor ( I was telling my bf to not give it to my dog just cause I didn't want my dog to have it) as my bf had it in his hand to put it back Matthew proceeded to say your dog put it in his mouth, stating the product was damaged. I thought it was a joke.... this happens all the time! Dogs are going to sniff items ....Ive worked in a pet store and never approached a customer " your dog touched that you need to pay for it" When the customer is ALREADY spending money in the store. IT really caught me off guard. Just simply pick and choose what battles you want to fight because this was completely unnecessary #1 no way in hell you saw from register what was happening on the floor because he didn't even go to look he just ASSUMED he didn't inch over the edge to see what was actually happening ....body language !! #2 I really had absolutely no issue paying for the item, I have worked in the pet industry for years and I definitely am aware of proper adequate at a pet-store. HOWEVER there was no slobber, wet marks, teeth marks, my dog was uninterested in this treat and I would understand if my dog was chomping down on it for me to pay for it. It was a simple sniff and my dog had no interest. Not sure if Matthew was just having a bad day and wanted to take it out on me. Furthermore, it awkward and poorly handled on Matthews part being Im spending close to 30$ at this multi corporate store. Not only did he have the audacity to tell me I had to pay and EXTRA .35 cents !!!!!! he also threw it out in front of me as I was waiting to be charged .. I heard it hit the garbage can and Im standing there confused I said to him, " Where is it? did you throw it out? you charged me? forced me to pay and threw it out in my face?????" His response was, "well you said you didn't want your dog to have it." That was my main issue, how DARE you ask someone to pay for an Item and throw it out because again he ASSUMED I didn't want to give it to my dog( because of the comment i said to my bf)... I didn't want to in general but because Im being forced to pay for it OF COURSE now I will give it to my dog.... that was mind blowing! I really should have just walked out with what I paid for initially but I have respect and Matthew doesn't and is the MAIN reason i will never return even if it was my last resort.

Overall, I will be calling to speak to a manager to hope they can possibly explain better customer service to Matthew because the entire interaction was very much uncalled for and Petco needs to then put signs or awareness for the customers that a sniff SMALL LICK of a dog treat/bone is going to cost you!!!! The fact it was a measly .35 its really the principle! I will never return to this store. Will continue to go to smaller stores where they would never do this to a customer. In my 4 years of working at a pet-store myself Ive never done this to a customer UNLESS the dog was definitely chewing and damaging a product and that it was clearly visible that it was being done. Disgusting, money hungry, absolutely rude customer service. Im still in shock Matthew treated me the way that he did, REALLY...

Being the fact that this location it's a smaller store it allowed to provide a much better undivided attention from a customer service provider, I'm so sorry I forgot your name. But medium average white guy (I couldn't guess the nationality even if I was paid) I'm that bad, lol. But he sure took his time to talk to me about the differents choices of Keebler foods for my Dog. Plus other purchases I needed to make. Plus being my first time in a petco store he made it look like I was totally in another smaller franchise . Great location great store , not so bad prices (lots of items were marked with discounts) and great service. ...

Lowering to 2 stars because they recently raised the bath station price from $15 to $20 without increasing the quality (better towels, better shampoo).

Great staff and I enjoy the convenient use of the bath stations. However, I recommend providing better shampoo even if you have to raise the shower cost a couple bucks. It's too watered down to make a lather so I'm forced to bring my own shampoo. Unfortunately, I always forget my own shampoo so then I buy a new bottle. Now I have like 4 bottles. Little details like this go a long way to enhance the customer experience. Just a...