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PetSmart, Inc. Complaint - PetSmart unacceptable cashier encounter
PetSmart, Inc. Complaint

PetSmart, Inc. Complaint

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PetSmart unacceptable cashier encounter


4th of July my husband and I went to Petsmart on Airport rd Arden to buy some dog food and we took our dog(Leo) with. We have been going to the same store for the last 2 years and most of the time take Leo with as we have a wellness plan with the Banfield inside and like to weigh him regularly. This particular day as I stepped into the store, Leo and another dog(pitbull mix) that was at the register, immediately barked and growled at each other. The cashier/trainer yelled at me "No, get the hell out!!! Get out!!!". My husband had already walked down the fish isle with Leo who was already quiet and calm, but she kept on screaming at me to get out. I told her that we were going to the back to Banfield and she said that we should leave the store and that she was going to get management. I went to banfield were my husband met me with Leo and weighed him, got my dogfood with the assistance of another Petsmart assistant. The whole time Leo was fine with all the other dogs in the store as well as other pet owners and staff. When I got to the register she then went on to tell me that she was a professional pet trainer and that my dog is unmannered and is not aloud in Petsmart and that she assessed him as untrained the minute he walked in the door. I told her that she doesn't know my dog and that he was indeed trained and that she didn't even give us a chance to give him a command and that the other dog was just as guilty for the whole outburst as Leo was
. Matt the manager walked over then and said that he would take over the register as she was unwilling to serve me further and just kept verbally going at me. I feel this is an unacceptable way to treat a VERY loyal customer that goes there on a weekly basis. I feel that she is discriminating against Leo just because he is a Rottweiler. Everyone in that store has seen us with him before on various occasions and there has never been an incident. She was unmannered and aggressive towards me by screaming at the top of her voice, which further aggravated both animals. If indeed she is a trainer, she should not be working with animals, or should get more intensive training on bigger breeds of dog, because she clearly does not know animal behavior. I would like for her to send me an apology for the horrible way she treated me in front of customers. And I would like for someone to get back to me to resolve this issue. Even when we returned later that day, the same cashier as we walked through the door, got on her phone to the managers office and I could here her saying "those people are back".Seriously, is that the way you welcome customers?????We have spoken to Matt (manager) but I feel that this whole situation was embarrassing for us, and I feel that we are unwelcome in your store again. The manager said that he can't force an employee to apologize to a customer, but I feel that Petsmart should take responsibility for her actions then. We have 5 dogs on the Banfield wellness plan, so we go there regularly - should we now make arrangements for our animals at another vet????? or will Petsmart resolve this in a professional manner. Your urgent assistance in this matter will be appreciated, as we have an upcoming wellness appointment with Banfield in the next 2 weeks and we need to know what action to take.


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