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| - As someone who works in retail, I know what it is like to provide excellent customer service. Of course, it is not ok to do everything for a customer just because they are angry or upset. Two things that I was not when I walked into this store. I had previously purchased Blue Buffalo Puppy Food for my Labrador retriever mix and the manager Michael was nice enough to price match their online price of $21.99 for a 15lb bag of dog food. I was happy with my purchase as I did not have to spend over $30 on dog food because I am a frugal shopper and if I can get the same item for a lower price than I will take advantage of that. This visit, which was my first, was very pleasant.
6 weeks later I am here again to purchase my puppy some food and treats (for training purposes). I get the same bag of dog food and ask the nice cashier if she would price match their online pricing. She says she has to ask her manager, which is normal protocol for any retailer. The manager, whose name is Matt, says something to her which I could not hear and then he walks away. She says he can price match the dog food to $32.99. The dog food in the store is $33.99. He can only price match $1? I ask her to bring the manager over. I explain to him the situation and even show him my receipt from 6 weeks ago and he says he still won't do it.
I am baffled because I have proof that it's been done before. I was polite. I did not yell. I did not ask him to give me the bag of dog food for free. I did not make an outrageous demand. He says that he can have it ordered online and it will be about 3-6 days! I think, I can't make my dog wait 3-6 to eat?! I can't go 3-6 days without food like I'm sure this man can't. I couldn't believe him and his terrible customer service. I tell him I won't be taking any of the items and that I will just go to PetSmart.
10 minutes later, after storming out of Petco, I arrive at PetSmart. I bring the dog food to the cashier, ask her to price match Petco's online pricing, she does it, and I walk out of the store paying $24.58 after tax + a $1 donation to homeless animals. How terrible is it that Petco stores won't price match their online pricing but PetSmart would.
I do like the selection of dog food that Petco has and that is about the only thing I like. Their store is dark, dingy, and dirty. The store is very creepy because it is not well-lit. It is very dirty and run-down. The doors, walls, floors, and fixtures seem to be covered in a layer of dirt. The counters are also dirty. I'm afraid of even putting my purse down there. The employees don't wear uniforms which makes them seem unprofessional. The entire atmosphere of the store is depressing. In order to keep a retail store thriving, it must be clean, stocked, and provide excellent customer service. 2 out of 3 things that Petco is lacking. Petco is not where the pets go. They go to PetSmart.
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