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| - So this is my third and final bad experience with PetSmart. My first encounter was terrible customer service in the Savannah, Georgia Pet Smart on Abercorn... (Leaving without my dogs being groomed after I booked an appointment) I wrote a lengthy letter about my experience and never even got a response!
Next: I moved, and took my Akita to the Monroe, NC on 74 location in September for a full grooming and furminator ... great experience... but, I called back there to ask some questions and they tell me they have 'Storm' in their system, but have NO record of her ever being there... seriously?
I always have an issue trying to book an appointment on your site something always times out or freezes or goes back to the home screen, so I have to call to make an appointment, which I did after the very same thing happened to me earlier in the week. I spoke to a man who said it was due to me having two accounts, so he merged them... then he booked my appointment. I had told him that we recently moved to North Carolina and while I've already been to the one in Monroe, I wanted to book at the location in Wesley Chapel as it was much closer.
I was very excited that I was finally going to drop my dogs off to be groomed today. I set my alarm for 1:15, when it went off I started getting my dogs ready... collars on, bella's papers in hand, dogs were over excited about a car ride that makes for a stressful experience. I knew I had to stop at Banfield to pick up Storm's records, The place was crowded with people and pets! getting to Banfield in the back with both dogs was a pain in the @$$! I got her papers then proceeded to the front of the building where grooming was located and everyone looked at me puzzled. They were unable to find my appointment! I have the email! I opened my phone and went to the email... Only to see that it was for the Wesley Chapel, FLORIDA location! AND they're booked! sooo... I have no choice but to leave with my dogs and come back home.
I have no more days off before Thanksgiving! My dogs will not be ready for the 20 people I have coming!
I'm very disappointed in the company... I give people a lot of chances, because I know that people make mistakes and that one person doesn't make a company. But when something goes wrong at every visit, then I take the time to write and then don't even get so much as an apology for the experience... I have to believe that you don't value me as a customer. maybe I don't spend enough there each year.
I will find another groomer, I'll buy my pet food at other retailers and I will also find another Vet to see my dogs. I am beyond frustrated with your business.
Their home office set the appointment, but all the people that had a chance to change the experience from a negative to a positive did nothing... including the girl that I called to complain to when I got home today. She gave me a phone number to tell my story to someone else, who probably also wouldn't care.
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