M sent a message to Michael J. Massey – Chief Executive Officer and President of PetSmart, Inc. – Email Address that said:
I am writing to provide some feedback on PetsMart's "No-Hassle Return Policy"
On 7/4/16 I purchased a foaming cleaning product for cleaning pet stains. However, the product did not "foam," it dripped from the canister. I tried using it anyway with the attached scrubber, but it was ineffective. On my next trip to PetSmart on 8/9/16, I brought the can in and explained, the cashier told me to find the item to be exchanged. I went on to look for a replacement and do some other shopping. I did not find the same product but came across some other cleaning supplies and pet items I wanted to buy. An Associate (the Manager, I assume) came over to me, as I took my place in line behind someone I don't know and in front of an acquaintance. The Manager then proceeded to shake the can and tell me that it was empty, I shook it for myself and did not notice a substantial difference in the contents. It was uncomfortable to be publicly berated, in front of other customers and loudly in an insulting manner. She then told me that I was not supposed to return the product to the store and that I should have called the 1-800 number on the canister, but she found a replacement somewhere off the floor and told me she would exchange it that one time. After some additional inappropriate and disrespectful remarks from her, the woman in front of me abandoned her items at the checkout and said that she would no longer be shopping at Petsmart after she saw how I had been treated. The acquaintance behind me and I were mutually embarrassed by the scene. I continued to purchase the items that I had planned to. However, the Customer Service that day was absolutely unacceptable... I definitely wouldn't call that a "No-Hassle" Return.
