Petco

Store Manager

Petco West Orange

West Orange, NJ

Dear Store Manager,

I am writing to express my concern regarding the lack of customer service in the fish and reptile aisle at your Petco store in West Orange. As a regular customer, I have noticed that there is rarely any staff available to assist with questions or provide support in this section of the store.

On a recent visit, I approached a Caucasian, short, dark-haired woman who was working with a customer. I politely asked her if there was anyone available to help me in the reptile and fish aisle. Instead of assisting me or providing a polite response, she looked at me, rolled her eyes, and continued writing on a piece of paper. I later learned from Kayla, another employee, that this woman is a vet tech. While I understand that her primary responsibilities may not include assisting in the fish and reptile aisle, a courteous response would have been appreciated. She could have simply informed me that she was currently occupied and unable to assist with my request. Kayla, then suggest that vet tech is not there to help customers with not appointment with a dog or cat. Sharee holders should be aware of these so why quarterly estimates have not been successful. My team and I will make sure we reach shareholders by the 8/21/2024. Will be back to same store next week with paid undercover shopper with cameras and post interactions before revenue report to post on our many followers on social media.

While I understand that cats and dogs are popular pets, it is important to ensure that customers with reptiles and fish also receive adequate attention and service. The current focus on cats and dogs appears to overshadow the needs of customers who come to your store for other types of pets.

I urge you to consider improving the availability of staff in the fish and reptile aisle and to ensure that all employees provide courteous and respectful service. This will not only enhance customer satisfaction but also promote fairness and better marketing across all pet categories.

Thank you for your attention to this matter. I hope to see positive changes during my future visits to your store.

Sincerely,

QASEMII LLC...STOCK MEDIA/INVESTORS

The lady that takes care of the fish should not be working with animals. First off she was being a very rude to everyone, then I told her I was a first time fish buyer and was asking questions about the fish and she said the ones I was getting wasn't gonna be a problem together. She lied to me and then on top of it I asked what gender I was getting so they wouldn't fight and she told me the wrong gender. When I got a chance to look it up they where all males, and when I went there all the tanks looked like they were not getting taken care of properly with dead fish everywhere, almost every tank had a dead fish in it.

And one of my fish has already died because all the fighting, and it's been like 3-4 days

They do not care about their customers at all. I spent over $800 at my local pet co buying fish supplies, and was treated terribly when I went in to purchase some fish.

The guy in the fish department is wrong about almost everything he says and he's horrible to deal with.

When we first walked in he was helping another family and I know he saw us there waiting because we practically got pushed out of the way while he was helping them. The. After he got their fish for them he just left the department and didn't come back. We had to go find him and ask for help.

When we finally got him to come help us I told him that I wanted to buy three fish, three fish that according to the petco freshwater compatibility chart should all be good tank mates. I told him which fish I wanted to buy, which was a gourami, a small catfish and a Molly. Fish guy says, "you can't put those fish together." I know he is wrong because I already had some fish of the same type living together and when I got home I double checked the care sheets that are found on the petco website and they were all listed is ideal tank mates for each other.

So I tell the guy that I already have a tank with those types of fish in living together, and he says what size tank? I tell him that one is 30 gallons but we have three tanks total. So without asking what size the other two tanks are...or what type of fish are in them...or if I have any plans of getting a bigger tank, he says well the catfish (which is only an inch long) will get pretty big so I can't sell you that one, and your tank sounds like it's at max capacity so I'm not going to sell you any fish.

We told him again that we had three tanks and he says to us, again without even asking about what size the other tanks are or what kind of fish are in them "I can't sell fish unless I know they are going to a safe home. We have to look out for their well-being and with the information that you have given me I can't sell you any fish." And he says it while he is standing right in front of the store aquariums that all have dead fish just sitting in them.

Then he tries to say that one of the gourami fish I want is territorial so even though they had 5 of the same fish in a tank that is much smaller than mine, if I were to put a third one in mine it would be a problem.

It didn't matter that I have spent over $800 at petco on plants for the aquarium, water treatments, filters, heaters, substrate aquarium decorations, fish food etc. It didn't matter that this month alone I spent over a hundred dollars on water treatment, which could easily be looked up on the computer because they take your phone number every time you check out, the fish guy decided that the fish would not be safe with me...what a slap in the face.

To add insult to injury when I went home and looked up their care sheet for the gourami, which was the fish that he said couldn't be in a tank with other fish of the same species, and the petco care sheet said that you could put up to three in a small ten gallon tank.

They don't care about their customers. They don't care how much money you've spent with them trying to take the best care of your pets that you can, if fish guy doesn't like you he will declare you unfit to take care of fish, despite the fact that he has dead fish floating in every tank that they have.

When I got home I got on the petco website and talked to someone through the live chat, I was told that the manager would contact me sometime today..it's 938pm, she never called me.

My dog got the T. rex for Christmas and it said that it was the toughest. My dog destroyed this toy in 10 minutes. I thought Kevlar would have lasted at least a few days before the arm came off. I look at the durability of all his toys before I purchase them and I was hoping this would at least last a few days. I’m looking for either a better toy or a refund

After taking my dog for the last five years to Petco grooming, they are now refusing my dog, because she was breathing heavily. The groomer has diagnosed her with some kind of breathing disorder, which she is not a veterinarian instead of just knowing the dog was a little anxious about getting her haircut, this is a ridiculous that they think they have the credentials to become a veterinarian instead of just a dog groomer I would understand if this was the first time I ever took my dog there, but my dog always behaves in this way because she’s nervous about her haircut. This has never been an issue before now. They are refusing to take my dog. This is ridiculous.

I called Petco on Sunday 11/5/2023 and asked about bringing in a dog for a nail trim. I asked for the hours available along with what was required in order to have the nails trimmed. I was told to bring in the dog during the hours and they were open 7 days a week for that service. I asked what I needed as I was watching my daughter's dog and did not have a copy of the vet records. The woman that answered the phone said that as long as the dog had a valid rabies tag that I was good. I stated that the dog had one on the collar but that I did not have the paper certificate. She confirmed that it would be fine. I went into the store on Monday and the grooming department was closed. A woman who worked there told me that grooming was closed. I stated that is odd as I called yesterday, and they told me that they were open 7 days per week. I went back on Wednesday and a young woman in grooming asked me for the vet records. I stated that I was advised that I only needed the valid rabies token on his collar, and he would be ok to have his nails trimmed. I asked to speak to a manager as this is now my second trip and was frustrated. The manager came over and told me that I needed a certificate or vet records. I looked on the dog's collar and said that I could call the vet and have them email me the records. Coincidentally this was the same woman that I spoke to on Monday. I started to call the vets office when the young woman in the grooming department stated that she was not sure if she even wants to cut the dogs nails. Now I am baffled! This is my second trip to the store, misinformed of the hours then misinformed of what is needed for documentation and now she doesn't want to cut the dogs nails? Really? According to the manager she has the right to deny service to anyone of her choice! WOW! Talk about great customer service. Needless to say, I left Petco and won't be back. I called a local vet, had the records emailed to me and had the dogs nailed trimmed at a local vet the same day without incident. SHOP SMALL! (Hannah and Casey at the Petco in Falmouth, MA lost my business for PETCO.) #PETCO #PETCOFALMOUTH