Anjanette sent a message to Michael J. Massey Chief Executive Officer and President of PetSmart, Inc. Email Address that said:
Hello,
First let me say that I am a pet parent of two for the last 3 years and have been a loyal Petsmart customer as well. I love the Petsmart brand because the experience is always top notch. Unfortunately, today that changed in store # 2117. I spend thousands of dollars a year on my dogs and I have never been treated as horribly as I was today by the "store manager" Jennifer R. and a cash register Jennifer C. Who followed the lead of her manager. The store was tagged with sale tags that were over and we're not honored. Now, I work in retail and I understand mistakes, so it was not a problem for me to just pay the regular price for the item in question...however the demeanor of the manager was very harsh and off putting. There was also a promotion to spend 35 dollars and receive a 5 dollars coupon for the next purchase. I was a dollar away and went back to the isle to get another item so I would qualify. She seemed to be annoyed by this but I continued to ignore her unkindness and obvious frustration. Once the total sale was in the system, I decided I did not want to purchase one of the items. I told her I would pay half cash and half on my debit card and I proceeded to hand her the cash portion. She then told me that I had to pay for everything first because she " had to complete the transaction" and could not remove the item from the sale. I of course protested this ridiculous notion as any transaction can be voided.... But she continued to argue with me and kept stating that the only way she could move forward is if I paid for everything, then she would create a return. I then asked her to cancel the whole thing and give back the cash I handed to her..she then became very aggressive and unprofessional saying a lot of things that should not be said to a customer, ever. She refused to give back the money....wow! Now I am blown away and shocked. I asked her four times to give me back the money and she would not give it back. At this point, I took the money out of her hand and went to another register to pay for the merchandise that I wanted... Now the manager, Jennifer R. is stating that I put my hands on her and she tells the other woman there, Jennifer C. to call the police... I stood there in line as the manager placed a call to the police stating that she wanted me out of the store. I told this manager, this phone call does not mean anything as there are cameras right above us which would clearly show that she was in no danger and I did not and would never put my hand on another living being. Now , the other woman, Jennifer C., begins to verbally attack me as well in defense of what her manager said about needing to "complete the transaction" More displays of unprofessional behavior...it was really disgusting that a customer could be treated this way, while I am in line trying to make a purchase. I finally made my purchase and left the store feeling like I never want to shop there again. I was so disappointed... It was not the experience I expected upon walking into your store. I think you should know about this occurrence and hopefully no one else will have to endure that kind of treatment in the future....
