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I would like to share an experience that I had tonight at your Bel Air, Md. store.
I called to check on the time that your store was open, and I was told 8pm tonight. I took my granddaughter to the store, as she gets very excited visiting pet stores. We normally shop at PetSmart or Toms tropicals in Perry Hall Md. This weekend, we were at our beach house in Ocean City Maryland, and we were so impressed with that OC store that I told my granddaughter that we would shop at the Bel Air store, when we got home, to get her a few fish.
We could have purchased them at the Ocean City store, but I didnt think that they would survive the ride home. We did purchase some cat toys in Ocean City from your store. This was the end of my pleasant experience at your company. After calling your Bel Air store about hours of operation, we arrived at your store at 6:45pm, giving us an hour and a half to make our purchase (or so I thought),,,My Granddaughter found the tanks with guppies.
She found the tank with the swordtails, and she found the tetra tank. I noticed that about half of the tanks had their lights out. There was an associate dipping a few dead fish from a different tank near us. I asked why are some of lights were out.
She told me that they start to close the department at 6:30?? I asked if I could just get 2 guppies and 2 swordtails for my granddaughter. She told me that the aquatic specialist was closing down. She was the one dipping dead fish.
Why couldnt she dip 4 fish out for us? She told us, with no empathy for my granddaughter to come back tomorrow. I could have dipped 4 fish out myself. These were not sea anemones or any fragile salt water fish.
This were simple fresh water, easy to catch fish!!!
This is a 20 mile round trip that I didnt even mention to her.
I drove right past a much closer PetSmart to get to your store, which I also did not mention to her.
I dont think that I will ever make a purchase in any of your stores, after this poor customer service. I am the manager of a large grocery store, dealing with 18,000 to 20,000 customers per week. Do you think that I would turn down a cake order, because that department is closed?? Someone would help our customer.
Do you think that we wouldnt cut a watermelon if the produce was closed. Someone would cut the melon. Your clerk could have easily dipped our fish, or at least been more sympathetic. My granddaughter was very upset, that she could not get her fish.
She is 5 years old and even wrote her own letter, which I will share across many social media platforms. I will use this as an example, when I train new associates, and I will ask new hires what could be done differently.
Preferred solution: Apology.
Petco Cons: Poor customer service.
Location: 5 Bel Air South Parkway, Bel Air, MD 21015