PetSmart

Sunday 09/20/20 at approx 6:00pm I went to PetSmart to exchange a 17lb bag of Royal Canin Digestive Care dry dog food (for sensitive stomach), as the bag I had purchased were big bites instead of small bites (which my miniature poodle cannot eat) due to the bag being in the wrong area placed with the small bites bags. An associate mentioned this sometimes happens since bag packages can look identical.
The friendly cashier took my bag asking me to go grab the correct bag to exchange it when the manager (Judy) then came rushing up to interfere and disrupt us, thus pulling me aside to question my return. I explained I was exchanging the bag of big bites for the bag of small bites which both bags were the same price of $53.99, although I had purchased it with a 20% off coupon for $43.19 wanting an even exchange for that same price (which the cashier was going to do) and that it was in the wrong area placed with the small bites. She refused stating, "I don't care" and that I will get back what I paid for it and will pay full price for the other bag. I then asked for the bag to be returned on a card to then re-purchase the correct bag with that card (both the same price). She again refused saying I have to use my receipt. I asked why she is so unfriendly and felt she was picking on me. She stated, "It's just that you cause trouble and always want something for nothing" which was totally inappropriate for her to say to me and very insulting! My mother and I literally spend hundreds of dollars a month at PetSmart and are great customers.
When getting back in line to purchase the other bag, I overheard Judy tell the other manager (Mei) that she was leaving, but first decided to come and stand by the cashier to make sure he wasn't exchanging the bag which I then assured her I already told him I was unable to exchange it, which he confirmed to her me telling him this. She then proceeded to leave the store.
I took my purchase to the car and came back in (in tears) to talk to the other manager (Mei) who was very nice and witnessed how Judy was treating me stating her behavior was inappropriate to me and that she was going to tell the store manager; also agreeing that Judy could have simply given me the same price or simply returned it to a card to then in turn re-purchase the other bag.
A month prior when Judy rang me up, I mentioned I had forgotten my coupon and would bring it the next day with my receipt, which she told me it was too late and I could not do that, although I still did the next day and had no problem doing so. Another time I asked her a question regarding an item which she stated, "I don't know" and proceeded to do whatever she was doing with no interest or concern in helping me. Still another time I asked where something was located where she just pointed ‘that way' (which I never did locate the item). I feel she harasses and picks on me instead of treating me equally fair as a valued customer, and her behavior toward me has been unacceptable with an ‘I don't care' attitude.
It seems time for a change with some of the management in this store, as it seems some have no customer service skills. I have been shopping there for years since this store first opened and before that when located by Costco Drive, and now the morale of this store has gone way down. Most managers there do not greet you or say hi when passing by and are just so unfriendly and unprofessional. My dog gets so excited to go to PetSmart, although I stopped taking him to their groomer out of concern since some of the managers are so unfriendly. It used to be a wonderful store before some of the current managers came and is just not the same. I feel most likely nothing will be done to address this, although I am hoping so in getting the quality customer service back they previously had. I definitely know their behavior would not be tolerated if working at another store! I know a lot of people in my neighborhood and at our park who are instead shopping at Petco which I may now consider.
If someone would please contact me so that I know this was received, it would be much appreciated. Thank you for your time.