Report: #202514

Complaint Review: PetsMart

  • Submitted: Sun, July 23, 2006
  • Updated: Fri, February 09, 2007
  • Reported By: Fort Worth Texas
  • PetsMart
    6572 Lake Worth Blvd.
    Lake Worth, Texas

PetsMart Petsmart Grooming Ripoff Lies Threats Customer Abuse Total disregard for customers and there pets. Lake Worth Texas

*UPDATE Employee: As a groomer for Petsmart.....

*Consumer Comment: With all due respect...


Show customers why they should trust your business over your competitors...

I called PetsMart Grooming located in Lake Worth, Texas. To make an appointment to have my 2 yr old Cocker spaniel Groomed I was told that the only appointment was a week away. I told the groomer that this would be fine.
4 days later I received a call from the groomer asking if I could bring my dog in a day earlier, so he could be worked into the schedule since the regular groomer would be out of the store due to a funeral he would be attending on the day of my scheduled appointment. I was told to bring him in at 1 pm Friday.

I was at work so I sent a friend to bring my dog to PetsMart, when he arrived at the store he was met by a young lady, that told him that he was not due into the store until the next day. After leaving the store he called me and told me what the girl had told him, I then told him to take the dog back in the store and I would call and find out what the deal was.

I called the store to ask to speak with the groomer, and I was told they were out to lunch.
When my friend returned to the store the grooming manager Lisa was there, who proceeded to complain, and said the other groomer had no time to be working in extra dogs etc. in front of my friend she proceeded to complain about and gripe about my dog not being on the schedule.

Approximately 1.5 hours later I received a call from the groomer telling me that my dog was matted, and he may have to be shaved, I told the groomer at that time NO I made it very clear I did not want my dog shaved. I expressed my dissatisfaction the last time another PetsMart had done this for no reason. He told me he would not shave him but may have to cut him shorter I told him a little shorter was fine and I was assured it would not look like it did the last time this happened.
At 4:30 I received a call from a young lady at PetsMart to tell me my dog was ready for pickup, when I arrived to pick him up the regular groomer was not in the store. I waited a few minutes when Lisa asked me can I help you. I told her I was there to pickup my dog and gave her his name. Lisa then looked up at me with an unfriendly look, and asked are you going to pay before you see him? I replied No she then handed me an invoice for $41.00 and went to the back room to retrieve my dog, when Lisa returned I saw my dog and a total feeling of disgust came over me. I told Lisa I was not going to pay for this, and I wanted to speak with the store manager and she then told me you are looking at her.

I told her I wanted to speak with the store General Manager. Lisa then proceeded to tell me I will call the police on you and I told her to call them.

I went to the front of the store and found out the General Manager was off, I then spoke with the acting manager Curtis from another store and explained to him how unhappy I was with the grooming job. He then told me I did not have to pay the $41.00 I told him I would be willing to pay half of the bill. He again told me if I was unhappy I did not have to pay.

I returned home with my dog and I called Curtis, and spoke with him again and explained to him I still wanted to talk to the General Manager about this incident, and Lisa's actions. He told me the Operations Manager would be in tomorrow and he would have him call me on my cell phone. That I had previously gave him the number too.
The next day came and went and I never heard from anyone. Sunday morning came, and I received a call form PetsMart and it was a guy named Brit who then proceeded to tell me I needed to come and pay the $41.00 immediately or he would call the police. I asked him if the General Manager was there and he said no, I then asked him his title and he said he was the store manager. I told him that I was still waiting on a call from the General Manager and for him to tell him to call me ASAP.

Approximately 45 minutes later I receive another call while I was out in the yard. I came in the house and saw it was a call from PetsMart. When I played back the message it was someone saying they were Officer Howell with Lake Worth PD and I needed to come to the store and pay the bill or charges would be filed on me for theft of service.

PetsMart dishonored my wishes and totally disregarded my direct order not to shave the dog. This is a pure case of laziness and trying to make a quick buck. It is so much easier to shave the animal, than it is to take a little time to do the job right, and comb out any minor tangles. This dog was not matted, and he gets brushed daily.

Now I will have to deal with looking at this dog looking pitiful shaved like a long legged rat with Cocker Spaniel ears, now he sits all day and licks and scratches, now due to the fact they shaved all his parts and he itches. Nor will he be able to participate in the open dog show he was to attend on August 19th that has a non refundable entry fee of $35.00.

With that said what would you do?

Fort Worth, Texas
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This report was posted on Ripoff Report on 07/23/2006 02:19 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 UPDATE Employee

As a groomer for Petsmart.....

AUTHOR: Kat - (U.S.A.)

I don't know your specific case~but I've seen situations like this quite a few times.

First of all, your dog should've have been touched all over to feel for matts at the time of check~in. This will determine what kind of haircut could be done. I'm guessing that if your dog was shaved before, it wasn't for no apparent reason~it was because it's come in matted before. Many owners do not know how to properly brush a dog (not even using the right kind of brush~though if you take two seconds to ask a Petsmart employee, we'd be happy to help) and don't come in every 4-6 weeks (which needs to be done for a cocker) and expect the groomer to magically turn their unbrushed, matted dog into a beautiful show~cut. The mistake the groomer made, was not feeling the dog and having you sign a Matted Pet Release form, explaining why your dog had to be shaved.

Second of all, we are not permitted to dematt a heavily matted dog. When I was a newer groomer, with no experience, I used to attempt to demat dogs because I thought I was doing the owner a favor but really, when you put a dog through that much brushing~it hurts, it makes their skin sore, the pulling and tugging of hair is pure torcher and as much as you think we LOVE to shave dogs just because it's easy~in the case of a dog that isn't properly cared for~it's for the sake of the dog. Why should we care to take the time to brush out your dog for you when you don't find the time to do it yourself? You state that we're out for the quick buck so we just shave them down, but we would make more money brushing out your dog~it is a $5.00 charge for every 15 minutes extra to do so~you do the math.

I don't know how much of your story I can believe about the cops calling your house and whatnot. We've had people NOT pay~we make a note on their chart in the computer, and the next time they come in, we mention politely they forgot to pay for their services, and that is it. Petsmart is SO easy when it comes to giving customers what they want that people like you get away with free grooms ALL the time. It's disheartening to a groomer to have to deal with customers who overreact, are mean and beligerent, and don't know how to communicate. Things get mixed up sometimes, schedules get mixed up, unfortunate things happen. Petsmart is not going to call the police over $41.00...they wouldn't call the police if you grabbed a $41.00 item off the shelf and ran out the front doors. I think you were just upset and irrational and didn't handle the situation fairly. A groomers job is filthy, hard, physically demanding, and emotionally draining. Maybe Lisa and whomever you dealt with weren't the best they could be, but maybe you weren't either, and should not d**n Petsmart as a company because of it.
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#2 Consumer Comment

With all due respect...

AUTHOR: Ken - (U.S.A.)

If your dog is going to be appearing in a dog show, why do you not use a specific groomer?

My pets have always had a specific groomer that I have been satisfied with. I work around their schedule, not the other way around, so that I am comfortable with the care my animal is getting, and I don't have to use an alternate groomer.

While I don't blame you for your dissatisfaction, I question your judgement. Find a groomer that your are happy with AND STICK WITH HIM OR HER.

Good luck to you and your pet.
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#3 UPDATE EX-employee responds


AUTHOR: Ann - (U.S.A.)

I used to groom for a PetsMart in the Dallas area a few years ago. When I was there (not the Lake Worth store) anyone that had a complaint and took it to the manager usually did not have to pay for the service. I remember a client bringing in a dog that was severely matted---the other groomers looked at it and shrugged and told her it would have to be shaved.

Being that I was very patient and willing to please the customer, I told her that I would try to demat her dog (being that the others did not want to.) I succeeded in dematting all of the dog. Of course you are supposed to shave around the hygiene area--under the tail, etc. and I did not have the heart to use the dematting comb (looks like a metal slicer w/ hooks on the end) under the armpits so I clipped the matts out under the armpits. When the woman came to pick up the dog she seemed very happy. I explained to her that I did not demat her under the arms but clipped them out. She got quiet and left. A few minutes later, a manager came to the grooming department and asked about it and said the woman had not wanted the dog "shaved" and it was "shaved" under the armpits. I explained that I was trying not to be cruel and didn't want to pull and tear at the mats under the armpits but had clipped them out.

Needless to say, the customer is always right--it was in that case--and the woman didn't have to pay. I don't remember if they paid me any commission on that or not since there was no money made. I was extremely upset as I felt betrayed because I went out of my way and spent so much time with the dog. Had I been lazy and just said it would have to be shaved, I wouldn't have been "second-guessed" about how it was dematted. Oh, well.

In your case, I'd definitely go to the top and tell them your story with dealing with the other PetsMart and then telling them the dog was not to be shaved and it was against your wishes. Especially since the one particular manager told you that you didn't have to pay after you even offered to pay half--you do have his name, right?

I'd be sure to tell the main office that. They can't go back on their word and now make you pay after they told you that you didn't have to. Maybe you could speak to the police department on the telephone and explain the situation. I wouldn't want to walk in just in case they want to put handcuffs on you!

Go to the highest hill or mountain and tell everyone. If you own a showdog or potential showdog, please find a show groomer to use or find someone that has been grooming for years and owns their own shop and has lots of references.
PetsMart "trains" their own groomers (unless they hire someone that has been trained elsewhere)---they start out as bathers and then are promoted to groom---they "practice" on customers pets. When I was there, I heard that the grooming managers were paid a few thousand dollars bonus for each "groomer" they "trained". The manager of the groom shop at the time was promoting people left and right who didn't deserve to be grooming. They weren't even bathing dogs properly. It was just more money in her pocket. She was just turning them loose to experiment and the groomers with experience had to be babysitters and try to correct their mistakes. That basically sums up my experience with PetsMart.

We had to work on EASTER and Mother's Day and all holidays except for Thanksgiving and Christmas. I am amazed that they are causing such a fuss over all of this---even making your friend feel so small for inconveniencing them and bringing in your pet when he was supposed to. You'd think they'd want to blow off the $41 and just make a life-long customer. I sure don't miss working there. They do have too many managers and not enough communication. Go straight to the top and don't stop. Customers shouldn't be treated as you have been.
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