Victoria sent a message to Michael J. Massey – Chief Executive Officer and President of PetSmart, Inc. – Email Address that said:
Dear Mr. Massey:
On September 18th I had an appointment for my dog to be groomed at 1:45 at Pet Smart in New Hartford, Utica, NY. I have a Sheltie which is minasure Shetland sheep dog. If your not familiar they look like a small Collie. I asked to have her groomed, nails trimmed. When I returned to pick her up the groomer that did her had shaved her completely. There was no mane and the hair that was left was like a man's regrow the after a week. I hardly recognized her because she now looks like a Jack Russel. I'm very upset she had also shaved her stomach. A couple years ago I had another Sheltie whom has since past away, I always had her groomed here and they had done a wonderful job. I know you might say what's the big deal, it'll grow back. However, I have known a few people that had cut their mane's themselves and it never regrew. So that is why I'm upset I even called my Vet's office and they said it may not grow back or come in short and thin and possibly curly. Another thing I noticed other dogs in there on the tables and they looked terrible, the cut all choppy. I didn't know if that was the end result. The Corgie that left before they took my dog in was cut very choppy. But, maybe the owner asked for that. I talked to the store manager who seemed indifferent, but, he didn't charge me. I'm grateful for that under the circumstances. By the way the groomer name was Sam, that is what it says on the pamphlet she gave me and a recommendation for daily brushing of the hardly any hair! Also, I want to mention that her coat was in great condition and not a heavy coat to begin with. The only reason someone should do a Collie or Sheltie coat like she did is if there was heavy matting or fleas or lice or something wrong. That definitely wasn't my case and I found it deplorable that she did not specify that is what she intended to do because I as the customer did not ask her to do that. In fact, I was in there a week before to set up an appointment and they were working on a Sheltie whom looked beautiful, trimming it, different groomer. I realize there is nothing you can do but, I thought it important that other owners get the satisfaction they and their pets deserve. I apologize if this seems trivial to someone as important as you are but, felt it needed to be addressed. Thank you for any consideration in this matter.
Sincerely, Victoria
