Pet Supermarket — Local services in Suwanee

I would like to make a complaint about an experience my daughter and I had in your location on Saturday afternoon.

We came in to shop for our pets, and to look at Betta Fish for a potential Christmas present for her. We were back with the tank deco on the back wall, and letting her pick out things she liked. At one point, she reached to grab something, and her sweater caught the edge of a small glass betta tank/jar. It fell off of the edge of the shelf and shattered on the floor. There was a gentleman in plain clothes working in the reptile enclosures who looked over at us and then tried to ignore us. I immediately walked up front to tell someone, and a woman walked from behind the register and just glared at me. She walked past my daughter, sighed heavily, and grabbed a broom to start sweeping the glass up. During this time, she didn't look at us or speak to us. It was very awkward, and my daughter already felt horrible that she accidentally broke the jar. After a couple of moments, I asked the lady if I needed to pay for the jar, and she said, 'Yes', and pulled the tag off of the piece of the broken bottom jar and handed it to me, without even looking at me. I apologized AGAIN, and she still said nothing. At this point I became very upset. Not because of having to pay for the $4.86 jar, but at her poor attitude. As we walked to the front to stand in line, we saw and heard her talking about us to the gentleman who was working in the reptile section. I did ask about her at the register and inquired her name and position. It was easy to identify that she was the management on duty at the time, and I think that upset me more. My poor daughter felt so ashamed and uncomfortable. I did not want to spend any more time, nor drop one penny at this store after this. I just wanted to leave.

I come from a background of retail and retail management. For over twenty-five years, I have delt with more situations like this that I can even begin to count. I have worked in high end environments where accidents like this have happened and under no circumstance did I make the customer feel so awful, or even expect them to pay for it. There are times when the customer insisted, but in store damages are a part of the business. It happenes. I highly dout that if this specific employee accidentally knocked a small glass jar off of the shelf at any point during her shift, she would expect to have to pay for it - or even offer to for that matter. Additionally, there is a certain type of personality that is needed to be the face of leadership in a store, regardless of their key level. If you want to work retail, in a public facing environment, then you should at least have the ability to communicate appropriately and have a welcoming attitude.

I understand people have bad days. I understand this time of year is exhausting and stressful. Absolutely none of that should translate to a customer experience.

I love this store. I love the products I can't find elsewhere, and I love that it works closely with organizations near and dear to my heart. (I have four rescues from, and donate monthly to Planned Pethood of GA). However, I left very angry, and I hate that. I really needed a few things for our Guinea babies and she really was wanting to pick out Betta goodies.

I am not really asking for anything, but I do feel that the top leadership in this store should not only be made aware of this specific incident, but know that this could potentially be a culture festering in the store that you might want to be aware of. I highly doubt I was the only customer Saturday that would have been exposed to Paige's demeanor and attitude.

I would like to say that the one employee behind the register was kind, and it seemed she felt a little awkward...

I went there today to trying get bath for my dog. When I get there it was around 5:30-5:45pm, and three of the bath tubs are full. When I came to the front staff, one of the lady told me that they don’t have available tube right now, so I told her that it’s fine I can wait. She told me that it seems the right tube is almost done because person is there for more than 1 hour already, and I will be the next one. She didn’t mention to me that they will be close at 7pm, do I still want to wait or not. She is not really nice to me but I was okay with it. I waited until 6:15pm, and the middle one is available so I came to them and ask them if I can use that middle one, the another lady told me that I cannot use it because my dog is too big for that one. Fine, I still wait for it. She still didn’t mention to me that they will close at 7pm, and she gave the middle one to a pit bull! I am still waiting for it. Finally, the left one left, it was around 6:30pm, so I started to wash my dog. Around 6:50pm, the lady came to me and told me that I only have 10 minutes left because they close at 7pm. I was still drying my dog, and she is a golden doodle, she needs some time to dry. Around 6:58pm, she told that I only have 2 minutes left I need to be hurry up. I was so mad and annoyed; she can see what I am doing; how am I supposed to be hurry?? She needs to be dry otherwise she will have skin problems! If they will close at 7pm and if they want to leave exactly AT 7PM, she should let me know earlier and gave me the choose instead of keep rushing me!!! I left there around 7:05pm, and I told her you shouldn’t rush me, I don’t want stay so late either! She didn’t feel any sorry, she just keep saying that they close at 7pm! And I told her that it’s not my fault, I didn’t even take forever at your place. She has so many chances to let me know and gave me the choice, but she chose to rush me only because they are closed! Everyone works, and I know everyone wants to done by the time of store closed, but sometimes thing happens, you just can’t! Why she had to give me so much attitude? I have been there for several times already, I like their self wash, but not the services they provided!! It...

I used to go this store because it was close, and I could get some things for my pets. The last time I was there I was very disipointed because there was a bunny that was being sold and a guy and his family was there and the man was holding it in a position that could stress the bun VERY much and it have harm the bun. The workers didn't seam to care and the family that was buying it let the worker choose everything for the bun and bought whatever she chose. She chose a EXTREMELY small cage, a water bottle (which is extremely bad for rabbits because it can cause de-hydration), a very small bag of hay that should run out in about a week, a bag of VERY unhealthy pellets, and NO toys (which are extremely important because it give them enrichment to keep them stimulated). I was very upset with this experience. I also have a 10 gallon fish tank for TWO betta female fish, and I am always EXTREMELY upset when I see like 0.05 gallon blows that could fit in one of my hands. The bottom of it said betta bowl.....A betta needs to be in AT LEAST a 5 gallon tank and the bowls that I saw, could maybe fit one moss ball....