Disappointing Experience - Poor Customer Service & No Accountability
We have been loyal customers of the PetSmart in Kearney, Nebraska, bringing two of our dogs there for grooming multiple times over the past couple of years. Until now, we had always been pleased with their service and professionalism. Unfortunately, our recent experience was a complete disappointment, demonstrating a severe lack of customer care and accountability.
Two weeks ago, we scheduled an appointment for a new dog to be groomed. Living an hour and 45 minutes away, we made the trip, arriving on time for our appointment. Upon check-in, a staff member accepted our dog, informed us the grooming would take 2 to 3 hours, and we left to complete errands while waiting. However, just 15 minutes later, we received a call from the grooming department telling us that one of their groomers had not shown up for work, and we would have to return immediately to pick up our dog and reschedule for another day.
We tried to explain how far we had traveled in the hope of finding a solution, but the response was dismissive--"there's nothing we can do." Hoping for better assistance, we returned to the store and asked to speak with a manager. A person who had been stocking shelves claimed to be the manager but showed no concern for our situation. As I started to explain the issue, he repeatedly looked away and even rolled his eyes when I mentioned the inconvenience of having driven nearly two hours only to be turned away. It was evident he had no interest in addressing our concerns.
We then went back to the grooming department to pick up our dog, where we again tried to see if anything could be done. The staff member there was equally indifferent, responding simply with, "This is not my problem." No apology, no attempt to help, just complete disregard for the situation.
The level of customer service we received was unacceptable--no empathy, no accountability, and certainly no effort to make things right. Mistakes and scheduling issues happen, but how a business handles them defines their professionalism. Sadly, PetSmart in Kearney failed in every way. We will seriously reconsider taking any of our dogs there again and would caution others to be aware of the lack of customer care at this location. read more