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  • I'm not one to rant on social media about poor customer service, but this one not only ticked me off, but cost Pet Club my business (I know I know, they likely don't care). Let me start by saying that I became a loyal customer to Pet Club (not Petsmart, not Petco, not anything else) when I was helped by two great employees at this Pet Club location. Also, I don't buy cheap dog food. It's good stuff. And, I'm not rolling in the cash here as a public servant. So, I need to take advantage of the frequent buyer program they have...you buy 10 bags of the same size and brand of dog food, you get the 11th free. About 7 or 8 bags in, my pack grows to FOUR dogs and I want to switch to the larger size. I'm told I can't switch to the larger size in the frequent buyer program. Dumb, but ok, fine. I've only got a couple more to go to get the free 11th one and then I'll switch. Then, I get to 9 bags purchased and they inform me that because it's the good expensive stuff, I have to buy 12 bags to get a free one. Not happy, but fine. Late today, after running several errands, I went in to get the same size bag, as required, and I'm SO close to the free bag. However, they were OUT of the 'required' sized bag. I asked if I could buy the bigger, more expensive bag, and get credit for the smaller bag, as IT IS THEIR FAULT THEY ARE OUT OF THE SMALLER REQUIRED ONE. The kid said I couldn't, "cuz it would just mess things up" and "there are just all of these rules." He refused to call a manager or anyone else that could possibly help with the situation. I left without any dog food, informing him he lost a Pet Club a customer. I don't know why I thought he'd care...he clearly so did not care. Listen folks, I didn't ask for anything free. I simply asked for an accommodation since they failed to fill their obligation of having the product required for this frequent buyer program that seems to change rules every time I walk into that store's door. I come from experience in customer service and grew up in a family business. Businesses of today and their young employees have no sense of customer service. It's sad. So, thanks Pet Club for insulting my intelligence, completely disappointing me and turning me to another supplier/store. I WILL NOT GO BACK. Neither should you. -T
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