PetSmart

28 Mar past 5pm

I came in with my guinea pig that I just purchased a day before to have it checked for colds because its been sneezing, rubbing her nose and also has nose discharged. I have 2 other girls that was also picked up from a week quarantine from a day before but left them at home at this time. The 2 girls that I have is not treating the new baby well, they're biting her and making her cry so I decided to come back to the store which is a 2-hr commute from us, to have it checked and also planning to get the other 2 girls, which are her sisters so she has companion.

For some reason, the staff with the color blue strands wont let me purchase her sisters. She kept saying that its for safety concerns. She said that my baby got allergic to the Aspen bedding, but that aspen bedding was bought same time as I bought the baby and her co-worker recommended that bedding to us. Now, she asked around and came to me saying the I was choosing between Aspen and Pine so her co-worker said aspen, but they didnt asked who is for.

So after a while, she said, "I talked to the manger and she said, we need to have the 2 other guinea pigs first before you purchased the other 2". It was 6:58 that time and they're only allowing pet purchases until 7 but she said she would give exceptions. So I called my partner and have her call Uber, bring the 2 guinea pigs and the aspen bedding and exchange them.

While waiting in the store for my partner, she approached me again and then said that she's not going to sell me anything. I have to comeback and talk to the manager tomorrow. I got disappointed and told her that she just made me wait there for nothing and also spent money for Uber. Of course, they wont get the money I spent in Uber because they really don't care. And she suddenly said, "you need to leave the store, we don't want you in the store, just leave!

Where is my rights as a customer? why cant they give proper solution in the situation? I said,"you should have a manager all the time", then she said she is manager. What kind of manager is that? What kind of management they have.

Staff don't have knowledge on everything. When you have questions, it either you cant find anyone to asked help from or they will point you to someone else.

So disappointed and mad at them. Worst pet store experience. Worst management!

I would like an apology and to better their customer service and pet knowledge. I've been a pet owner for all of my life and no one has ever questioned me on how I care for my pets. I know better and they don't. If they really care for the pets, why are the pets have health concerns when I got it them at the first place.