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  • Dear Crossroads Towne Center, My husband and I have been using Petsmart for over 12 years and on Dec 3, 2015 we've had the absolute worst experience in your grooming department with your associate named Crystal and never will be returning. As soon as my husband and I walked in we could tell she didn't want to be there. She had an attitude with us from the very beginning because she could not find us in the new system. I told her we are in there because we've been coming here to get our 2 dogs nails trimmed for the past 2 years every 3 weeks since I've moved to Chandler. She started to glare at us and say "Are YOU sure you've been to this store?" I told her she could probably find me by my last name which she did. I also asked her to change my last name in the system since I got married last month which she refused to do. I then proceeded to tell her that I wanted two groomers to help trim my youngest dogs nails because he tries to escape and is very nervous. She says "ok" then takes my dog by herself to do his nails. He then got very wiggly and she started to get forceful with him then he proceeded to cry out in pain over and over. My husband looked at the other associate who was just sitting there at the counter texting on her phone and said "excuse me, we asked for a two assist with our dog, why didn't she listen?" And she responded "Crystal doesn't work well with others, she works alone." We told her to go back and help because clearly our dog was uncomfortable and hurting. She went to Crystal laughing where they proceeded to be rough with him and he kept crying. I then told them to stop because they were done hurting my dog especially not listening to the customers request from the beginning. Crystal then handed me the dog and said "NEVER come back!" I then went up front in tears telling the manager Stephanie what happened where she apologized over and over and said she would take care of it. Stephanie was very kind and did not make us pay for the horrible unacceptable service. It's just extremely upsetting because my dogs, my husband, and I really loved shopping here but after this experience not anymore. My dogs never had cried out in pain with any other groomers at this location till Thursday Dec 3. Please be more careful of the groomers your store hires because our dogs are our family and we never want them to be abused. I can take someone being rude to me but not when they hurt my dogs and refuse to listen to customer requests.
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