• Report: #532644

Complaint Review: PetSmart

  • Submitted: Wed, December 02, 2009
  • Updated: Mon, December 07, 2009

  • Reported By: ashland — chula vista California United States of America
PetSmart
820 Paseo Del Rey chula vista, California United States of America

PetSmart refusing to price match, even though they advertise it chula vista, California

*UPDATE EX-employee responds: Not true of all PetSmart, but calling CS was the right thing to do

*UPDATE EX-employee responds: Not true of all PetSmart, but calling CS was the right thing to do

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PetSmart in Chula Vista is known to me as a store who, though clearly, and boldly advertised, refuses to price match their "competitors". Last I checked, any store that carries the same product as another would be a competitor. PetSmart management is poorly educated on their policies, and I find it very difficult to believe a company would only match PetCo and their own website. I've been through this in the past with PetSmart. According to PetSmart's customer service, they DO NOT match their own website, but they WILL match any other stores, other than places like Amazon.com or Ebay (which is understandable), however when you step into a store, they will refuse to match any price! I can't simply understand why they say "we match any competitor!" and proudly display this sign behind their checkout area, yet stand in front of it saying that, basically, they are their own competitor. Just to make certain that I wasn't making an a*s of myself while telling them to "get their S*** together", I took it upon myself to AGAIN call their customer service, just to clarify, that I, the CUSTOMER, was correct. In fact, I was. PetSmart basically falsely advertises that they'll match, but they won't. Some PetSmart stores actually know their policy, but others just think they can change the rules depending on what kind of "unhappy because they're stuck at managing a retail store dead end job" kind of manager they have. Either that or theyre discriminating because I don't have an issue with putting my foot down when a business is practicing unfairly...and dishonestly.


This report was posted on Ripoff Report on 12/02/2009 08:00 PM and is a permanent record located here: http://www.ripoffreport.com/r/PetSmart/chula-vista-California-91910/PetSmart-refusing-to-price-match-even-though-they-advertise-it-chula-vista-California-532644. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

Not true of all PetSmart, but calling CS was the right thing to do

AUTHOR: Heather O - (USA)

This is not true of all PetSmarts.  If you brought in a (still valid and current) advertisement for the EXACT SAME PRODUCT --Making sure that if you're buying Natural Choice Large Breed Puppy Food, that the advertisement is for the same.  Not just Natural Choice, not just NC Large Breed DOG Food, different products within the same line are priced differently sometimes.  It's retarded. Then they have to price match.  You can also bring in a receipt (as long as it's within 30 days at my old store.)  Or we can call.  I called every competitor in the area except for Wal Mart (If they wanted that walmart price and they didn't have a receipt, I had no probelm dialing the number on the company line and let the customer sit on hold with them for 30 minutes while I checked out the dozens of customers behind them.)

This is how it SHOULD have worked, and it's good that you called PetSmart customer service.  What they'll do is send your store a nasty email and every 48 hours that they don't have a response detailing EXACTLY what they did to resolve this issue with you, they get another, and another, and the DM gets involved and it's NO FUN for management to deal with an angry DM.  Hopefully you'll get a response soon.  In the meantime, just go to a different PetSmart if one is available to you.

By the way, if you don't get a response from the store within the week, customer service again.  Eventually the DM will HAVE to step in.  Unfortunately, it's impossible for you to get a hold of the DM directly.

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#2 UPDATE EX-employee responds

Not true of all PetSmart, but calling CS was the right thing to do

AUTHOR: Heather O - (USA)

This is not true of all PetSmarts.  If you brought in a (still valid and current) advertisement for the EXACT SAME PRODUCT --Making sure that if you're buying Natural Choice Large Breed Puppy Food, that the advertisement is for the same.  Not just Natural Choice, not just NC Large Breed DOG Food, different products within the same line are priced differently sometimes.  It's retarded. Then they have to price match.  You can also bring in a receipt (as long as it's within 30 days at my old store.)  Or we can call.  I called every competitor in the area except for Wal Mart (If they wanted that walmart price and they didn't have a receipt, I had no probelm dialing the number on the company line and let the customer sit on hold with them for 30 minutes while I checked out the dozens of customers behind them.)

This is how it SHOULD have worked, and it's good that you called PetSmart customer service.  What they'll do is send your store a nasty email and every 48 hours that they don't have a response detailing EXACTLY what they did to resolve this issue with you, they get another, and another, and the DM gets involved and it's NO FUN for management to deal with an angry DM.  Hopefully you'll get a response soon.  In the meantime, just go to a different PetSmart if one is available to you.

By the way, if you don't get a response from the store within the week, customer service again.  Eventually the DM will HAVE to step in.  Unfortunately, it's impossible for you to get a hold of the DM directly.

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