- Report: #723628
Complaint Review: PETCO - Buford Georgia
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PETCO
3264 Buford Drive, Suite 110 Buford, 30517 Georgia, United States of America
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PETCO Poor Customer Service Buford, Georgia
On 4/28/11 @ 11:55 AM, I went into the PETCO store @ The Mall of Georgia. I was their to purchase a battery for my dog's PETSAFE collar.
I had called the previous day and confirmed that they had the item in stock. I asked the employee, Raynisha, for the item of which was locked in a display case. I was told they a night manager took the keys home with him and that was the only key they had and that the manager would not be in until 4 PM and I would have to come back. Raynisha and a unidentified male employee stated that the night manager often takes the keys home with him. I was amazed at how unconcerned these employees acted. I was furious that I made a 25 mile trip to this store for a item that the store had and that I could not buy. The
employees offered no apology or nothing. PETCO lost a sale for the battery, and for a 50 Pound bag of dog food and a box of K-9 Advantage 2. They lost $70.00 in sales due to their incompetence. I called Petco Customer Service, a Jerry in the Philippines, answered my call. I gave him all the details and asked that a manger for PETCO call me. Jerry took all details and said that he would escalate this complaint to a General Manager. 24 hours later, I have not received any response. I also sent a email to their customer service link on the PETCO website on 4/28/11. I did receive a confirmation that they received my email. No other response received.
I had called the previous day and confirmed that they had the item in stock. I asked the employee, Raynisha, for the item of which was locked in a display case. I was told they a night manager took the keys home with him and that was the only key they had and that the manager would not be in until 4 PM and I would have to come back. Raynisha and a unidentified male employee stated that the night manager often takes the keys home with him. I was amazed at how unconcerned these employees acted. I was furious that I made a 25 mile trip to this store for a item that the store had and that I could not buy. The
employees offered no apology or nothing. PETCO lost a sale for the battery, and for a 50 Pound bag of dog food and a box of K-9 Advantage 2. They lost $70.00 in sales due to their incompetence. I called Petco Customer Service, a Jerry in the Philippines, answered my call. I gave him all the details and asked that a manger for PETCO call me. Jerry took all details and said that he would escalate this complaint to a General Manager. 24 hours later, I have not received any response. I also sent a email to their customer service link on the PETCO website on 4/28/11. I did receive a confirmation that they received my email. No other response received.
1 Updates & Rebuttals
Ron
Myrtle Creek,Oregon,
United States of America
Petco
#2REBUTTAL Owner of company
Mon, May 09, 2011
Sorry you ran into a bad experience with Petco. I'm just a customer but am very happy with them. I bought a bark collar that I wasn't really satisfied with. I had discarded the receipt and box. But I returned it to the store and they refunded the amount happily and without question. I have been getting lessons there for my puppy. The trainer was about 15 minutes late one day. So the manager, without even asking him, told me I would receive an extra 1 hour lesson for the inconvenience. Only complaint I really have with Petco is I am trying to get them to provide some toys and hammocks for their ferrets. I realize they keep the cages without those items for cleaning ease. I would also like them to provide the book Ferrets for Dummies when ferrets are purchased. I am well pleased with staff , products and services. I just wish they would put my dog trainer on full time. She drives over 40 miles to work and could really use a full time income and benefits.
That night manager really should leave the keys in the store. I am certain the head office would never approve of what he is doing. I suggest you visit the Petco website and where it says Contact Us, lodge your complaint. Hopefully they will resolve your complaints.
