I went into a Petco on August 29 to return a Petco brand guinea pig starter cage set. The assistant manager, Kelley, asked if the item was used and I told her "yes". Prior to returning the item I did call and talk to an employee and asked if I could return an item that I was not happy with, he said "yes". Kelley told me that I could not return the item even if it was defective and that next time I should speak with a manager and not an employee that answers the phone. I said that is not good enough and I would like a refund. She then said that since I opened the food that was inside and used some that she could only refund me $32 which was half of the $64 that I paid for the item. I said that did not make sense. So if I asked her that hypothetically if I purchased a bag of dog food and my dog did not like the product, then I could not return it? She then said she would refund the entire amount but it was against policy. As I was walking away I heard her talking about me to other customers that were in line. I went back to the counter and asked her why she was badmouthing me in front of customers. Her response was, " I am used to people yelling at me all day and I just don't care anymore." I said, "Well you should care when I contact customer service." She then continued yelling at me as I was leaving the store. I have NEVER been treated like this before in a store, it was very embarrassing and I had my 6 year old son with me. I work in a hospital, The Cleveland Clinic, and we have to periodically attend a class with the patient representative of the hospital. We are taught how to deal with a patient complaint or concern. This would be a great example for the next class. I hate to think that this is how PETCO employees are trained to treat customers. For every 1 unhappy customer they will end up telling 8 other people about their experience. Thank you, Kelly Chylik
0 comments