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| - I go to this pet store because it is very close to my home and I never plan ahead to buy cat litter, and it is cheaper there. I now doubt that I should ever go back to A Pet Wonderful...
There is often a little boy in the store, around 2-3 years old maybe, that I am assuming is the child of one of the women that is always there. He once repeatedly pushed a cart into my leg, and the owner just kind of smiled when I asked her to ask the boy to stop. I have also seen the little one playing with the in-store cat's litter box which is just gross. Today, I did not see the boy when I went into the store. I heard him crying from behind a closed door... ok, little kids have tantrums, so he is in the store office or back room to calm down. When another customer said something like "where is he?", the woman opened a CLOSET to reveal a terrified looking child. He was in a CLOSET with no lights on... he is at the most 3 years old. When he wandered out, eyes blinking, she laughed and smiled at us. Ok, I will not comment on parenting skills or discipline tactics, because that is not my business. But why would you do this in the middle of the store? Not even a back room, a closet right between the front door and cash register. It is creepy and unprofessional.
On another incident, I walked into a very heated argument between a customer and the owner. The customer was attempting to return dog food that she had recently bought, but had expired a long time ago. The owner was refusing to give her money back. From what I overheard during my extremely awkward transaction with the other employee, the customer was very loyal and friendly with the owners... they gave her an orchid plant once, she referred many of her neighbours to the store, etc. The owner was YELLING at her to calm down and that her claims were bullsh*t (her words, not mine). The owner was angry at the customer for being ungrateful for their kind relationship ("I gave you a plant!"). Also, from what I could gather, the expired dog food had made the customer's dogs sick which is how she realized the expiry date had passed some time ago. Since the owner was very clear that the store was going to LOSE money if she gave a refund, I would guess that they kept the expired dog food on the shelves.
I get it, you are a small business in downtown Toronto. Losing an entire shipment of dog food, or even one bag, is a loss that you will really feel. But allowing a full out yelling match to happen in your store with a loyal customer... locking a screaming child in a dark closet.... isn't alienating your customers a bigger problem?
... now I have to switch brands of cat litter :(
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