I'll post a copy of the last communication from Heather, the PetSmart Customer Service Supervisor, along with my reply. I'd like to encourage you to check out their website for information on the rawhides. It is quite informative and should put your concerns in perspective. You've got to remember, when you are talking to a sales associate, especially in a chain store, you're talking to one of the lowest paid people in the organization. Sometimes you get to talk to a person who really cares about what they are doing, and sometimes you get someone who's just there to collect a meager paycheck on Friday. I worked retail for several years and I've had co-workers of both kinds. It's really a shame; how you perform at your job is a direct reflection on your character, no matter how poorly you are treated or paid by your employer. Poor performance ultimately hurts you more than it does the company.
From Heather:
"I would like to take this opportunity to thank you for your feedback, and apologize that the service you received at your local PETsMART store was not what you have come to expect from us.
Along with our mission to help save homeless pets, we strive to provide a pleasant shopping experience with friendly and knowledgeable staff. The health and safety of your pet is a top priority, and I would like to have this situation reviewed with the store associate. If you could provide me with the location of the store you patronize, along with the employees name if you have it, that would be very helpful.
I thank you again for bringing this to my attention, and hope you will allow us to continue to service your pet supply needs. If you have any additional questions or concerns, please feel free to contact me at
[email protected], or by phone at 1-888-839-9638 x756.
Sincerely,
Heather
Customer Service Supervisor
PETsMART.com - Where Pets Are Family!
www.petsmart.com
My reply:
"I found out the store in question is the one on Colerain Avenue in Cincinnati, Ohio.
Good luck, and thank you so much for being concerned. It's rarely remembered that the sales associate at the bottom of the food - and pay - chain is the only representation of a retailer that the consumer typically ever has any contact with; that is the impression that determines whether this consumer remains your customer or becomes someone else's customer.
While I am not personally a regular customer (we feed our Filas Innova, which I do not believe you carry), I will remember your concern and pass it on as a positive recommendation - and I will shop PetSmart on the occasions I am buying something that you do carry."