Petco flooded my email with a $5.00 off coupon indicating it was expiring on Saturday, September 30, 2017. I went in to use it only to finf that the coupon wasn't valid on my current purchase but my future purchase starting 10/01. The printing for that information is so small you can barely ready it! I am NOT going to continue to shop at Petco! This isn't the first time Petco has done this, but it is my last time shopping at Petco!!!
Once my sister came home and told us what happened I decided to call the store. My main goal was to smooth things over because my dog was in their care. I called three times and each time was hung up on before I finally got through to speak with the manager, Natasha. I explained to Natasha what happened and before I could put this situation into context I was cut off. Natasha told me that she thought it was understood that the situation would be handled when my sister came back to pick Coco up. Again I tried to explain my intentions for the call; we've been put off a number of times by this store and we're being comped for the inconvenience. She then begins to tell me that after a customers third complaint they can no longer go to the facility. This was beyond anything I'd ever heard. Even after I explained to her that I was the inconvenienced party, on multiple occasions, I was being threatened into not complaining about poor service? She then told me that my dog will get a free grooming today and that she'll annotate what happened in her system.
The place is very clean and the staff are pretty helpful. Would definitely shop here again.
Shipped at this location for years the clerks always seam to be well informed about their product
This story begins on March 24, 2017 at approximately 1:10 PM Eastern (my mom was in Florida on a work assignment) the day before my dog Coco's grooming appointment when mom received a call from an employee by the name of Nina who informed her that his previous groomer Courtney, the reason we kept going back, was no longer with the company. As a courtesy, and I'm sure because of scheduling conflicts, she was offered another appointment date for 16 April 2017 at 2:30 pm with Amanda and it would be a free service because of the inconvenience. She then asked if they are sure that date would work as we knew it was Easter Sunday. She was assured that he would be seen. She then received a call on 14 April 2017 at approximately 2:30, PST, from Nina and was informed that corporate instructed stores to close early on Easter Sunday. Nina was as apologetic as she could be because our reservations about the date were realized and offered another free grooming for the inconvenience (we're up to two now). She assured me that all of this would be annotated in the system so there would be no confusion.
His first appointment was approximately 21 April 2017 and all went well. Our dog was groomed not looking as good as he did when Courtney attended to him but I could live with it. The second appointment was scheduled for 31 May 2017. My sister took Coco to Petco as she always does and on her way back was told that there was an extra charge because he was matted on his legs. She told the young man, Anthony, that this was supposed to be a free grooming (the second and final of the two). Anthony then asked, in a very rude manner, why we are getting two free appointments. This made my sister uncomfortable and she began to try to explain why we weren't being charged. Anthony continued to be rude to her saying things like 'who did you talk to' and 'there's nothing in our system that backs up your claims. He kept cutting her off and when she told him that it didn't seem fair to just change this all of a sudden he told her to come and pick up Coco if we aren't going to pay for it. She asked to speak with the manager and Natasha got on the phone. My sister then tried to explain the situation and her frustration with Anthony. She asked who we spoke to that authorized the two free visits but she couldn't remember at the time. She told my sister that she would look into this and then call her back, because it wasn't in the system and she was new. She said if they didn't give us a call back we would resolve this when we came to pick Coco up.
Lots of variety of products. Fast service. Good pet grooming.
We've spent almost $3,000 alone in grooming for the 7 years we've been going here. Not including the money we spend in food and classes. When I tried to find a way to email corporate I was told I could only tell the call center and someone would call me back within 24-48 hours. I got a call back a week later. This is so frustrating because we really liked them.
Petco Animal Supplies is a US Store based in Fairfield, California. Petco Animal Supplies is located at 1370 Holiday Ln Ste A, Fairfield, CA 94533, USA.
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