Petsmart - not smart about customer service! Nanaimo British Columbia
This company is all about profits, no customer service values or healthy outlook towards pets.
Today I used a manufacture coupon at my local Petsmart location and I was asked to pay the taxes on a free bag. I have never heard of or seen anything so tacky and in such poor taste in all of my life! This gave me a really low impression of Petsmart. This was just embarrassing!
I take manufacture coupons at my work all the time and I
do not ask my guests to cover the taxes. As well I have used coupons before at smaller pet food retailers (Bosley's, Save-On-Foods, to name a couple) and this has never occurred there, so why at a larger chain where one expects to be treated better??
This just reinforces the idea that larger chains are all about profits and not about customer service! And no, there was no such fine print on this coupon - the coupon said it would cover up to a certain amount and that amount would have covered the taxes I had to pay! And on top of it all the cashier was rude and pushy about it and was angry with me for giving my other coupon to one of their other customers!
Here was their official reply:
Dear (and here they copied my email address instead of typing my name),
Thank you for your email.
We apologize that you are upset about paying sales tax on the free bag of food. Unfortunately, any coupon used, regardless of the amount does require that the consumer pay the applicable sales tax. This requirement is typically listed on the fine print on the back of the coupon and is a law we are not able to override.
If you have any further questions, please contact us again.
Sincerely,
Carrie
PetSmart.com Customer Experience
1989 Transit Way
Brockport, NY 14420
1-888-839-9638
http://www.PetSmart.com/
Tia, Nanaimo, BC
Nanaimo, British Columbia
Canada
1 Updates & Rebuttals
Heather O
USAArgue with the law, not with the store
#2UPDATE EX-employee responds
Wed, December 02, 2009
It says right on the coupon that the consumer is responsible for all taxes on the free product. If you or another company decided to pay those taxes themselves, that is your and their prerogative. Unfortunately, the PetSmart point-of-sale program doesn't allow for taxes to be waived unless you have proof that you are buying for a rescue or other organization with such status.
Besides, in my state, the tax on most bags of food total to less than $3. Most only about $1-2, depending on the brand.