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| - I would have given petsmart 5 stars if it wasn't for the last few nightmare visits. Ever since I have had to get prescription food for my cat, shopping there has truly enlightened me about how terribly trained their staff is.
The first time I brought in my Rx (from my Scottsdale vet), I was able to purchase the food without trouble. The cashier told me "great, this Rx is on your file now, you no longer need to bring it in." That was their first mistake.... total lie. The poor cashier had no idea, but she set me up for failure. Naturally, I casually misplaced the Rx over time since it was no longer a necessity in my mind.
The second time I went to go buy his food there, the cashier refused the sale because I did not have his prescription. When I told her that I thought it was on file under my name, she told me that "they don't do that here." I couldn't believe it! I was furious and drove all the way to my vet's office 30 minutes away to get the food there since my poor kitty at home was all out.
The third time, I had a new Rx and made sure to bring it. I bought the food but not without another cashier that had to call over a manager because she couldn't figure it out herself.
Unfortunately, I misplaced that tiny piece of paper again. So the fourth time, I called ahead. I talked to someone to ask how their system works and what I need to do to be able to regularly buy his Rx food at their store. It was a very confusing conversation... the clerk changed his story several times: first saying that my cat needs to be seen by their vet, then telling me that if I had an outside Rx that I would need to bring it every time, then finally saying that if I had purchased my Rx food there before under my phone number that it should work for future purchases. Needless to say, I didn't trust him and asked for the fax number so that I can have my vet send over the prescription. I asked if that would work, and he told me that I would have to buy the food on the same day because they would throw it away after, as they could not keep it on file (WHAAT???). Whatever... I had my vet fax over the prescription and headed to Petsmart later that night. The cashier, like usual, needs to call a manager over because she has no idea that they even had a fax machine. The manager then tells me that they never received a fax. After talking to him for several minutes, he tells me that maybe the fax was sent to their on-site vet clinic which closes before the store does. He also told me that I should have gotten a "medicard" of some sort from them that allows me to buy the food anytime without my Rx (neither of the two times I showed up with my Rx did anyone mention this). I could go on and on about how furious and frustrated I was (and still am) but all I will say is their employees REALLY need to be more informed about how their system works, if they even really have a system. I gave my cat some good ol' tuna that night.
I still give them 2 stars because I've always loved their toy selection and friendly floor personnel. However, I will never shop there again.
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