Post by robspace on Jul 4, 2011 17:05:21 GMT 9.5
Yesterday I went to Petco and my grandaughter went with me. She loves the place and the the cats there up for adoption. She has to see all the snakes, lizards, fish etc. It's a fun thing we do together -but yesterday she went from very happy to very sad real fast, and I don't blame the store, but a simple change could make it so it dosen't happen again. I wrote to the main store when I got home. Here's my email and then their reply which was fast. They responded in about 5 hours!
Hi there,
I am a longtime customer of your store, mainly the one in Cascade Park. I don't know the address, but it's the one on Ghere Rd. across from Fred Meyers. I go there nearly every week to buy Natural Balance.
I sometimes take my 4 year old grandaughter, and she loves looking at the small animals and fish. She can't have pets where she lives, and this makes her sad. So, every time I take her to your store, she loves to pick up the stuffed doggies with the clothes on them. She pretends their real and holds them close and pets them.
Well, this morning we went there and she again went straight to the dogs with the clothes on and picked up the girl dog and cuddled it and was loving it. I asked her of she loved it and she just smiled and said yes. So, I looked at it and saw a price tag of $15.00, and thought that this was reasonable. I'm retired and live on Social Security so I have to watch my money, but this was a good price. I asked her if she would like to have the doggie. She looked at me in shock and could barely speak to say YES!
I always get her dolls and toys, but this dog is so real looking and has a "diamond" choker with it's name on it, and she has always really liked it.
So, she just lit up when I said I would get it for her. She was so happy and just beaming. So, we went to the cashier and they rang up the cat food, and I noticed it was less for everything then I expected.
That's when the cashier girl said the dog was not for sale, just the clothes! My little 4 year old grandaughter began crying in the store and we left. Please post a sign stating this+where can I get one? I feel terrible now. Response?
Dear Robert ,
Thank you for contacting PETCO regarding your concern with our store at 305 SE CHKALOV DR #102. We are sorry to hear about your recent experience.
I called the store regarding your request. Unfortunately, the store manager told me that they need the stuffed dog for display. If they give or sell you the stuffed dog it will be hard for them to get a new one. Acquiring additional supplies for the store takes a lot of processing. I can send you a $20 gift as a one time courtesy. That way, you can save money and you can buy your grand daughter a new stuffed dog. Please reply to this email so that I can send you the gift card.
Please know that we care about our customers and what they think of us. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future. If we can be of any further assistance, please feel free to reply to this communication or call PETCO Customer Relations directly at 1-888-824-PALS (7257). Thank you again for contacting PETCO.
Sincerely,
Frederick O.
Customer Relations Coordinator
What I didn't tell them was that after I left the store with my grandaughter, I tried very hard to find this dog at other stores and could not find one. I drove across the bridge in bumper to bumper rush hour traffic into Portland, to the closest Toys R-Us. They didn't have this dog. I finally got her to get a big Barbie instead.
Now, I know some of you may think that I'm going overboard on spoiling her, but I don't feel that way. I told her she could have that dog and she was super happy. And to go from that to tears in seconds was just rotten and I went from a hero to a zero in about 2 minutes.
I did respond again, and asked where they got this dog and I'm waiting for a reply. I also asked that they put a little note on these dogs saying that the price is for the clothes and not the dog. This will save other parents and grandparents having to go through this.
These are not the standard stuffed animals. These are really nice, lifelike and built really good. I'm sure they have a nice pricetag but, I will find out who makes them and get one. So, do I spoil her? Maybe some, but she's very grateful and appreciates everything I do for her.
I love my little girl. She just called me tonight just to say "I love you grandpa and I might cry for you tonight" I asked why, and her mom said she thought I got hurt the other day when I fell on my butt. She said it was "sticking in her head". This kind of love and concern coming from this 4 year old is amazing, and a very good sign of a good hearted little girl. And yes, I'll get that dog for her!
Hi there,
I am a longtime customer of your store, mainly the one in Cascade Park. I don't know the address, but it's the one on Ghere Rd. across from Fred Meyers. I go there nearly every week to buy Natural Balance.
I sometimes take my 4 year old grandaughter, and she loves looking at the small animals and fish. She can't have pets where she lives, and this makes her sad. So, every time I take her to your store, she loves to pick up the stuffed doggies with the clothes on them. She pretends their real and holds them close and pets them.
Well, this morning we went there and she again went straight to the dogs with the clothes on and picked up the girl dog and cuddled it and was loving it. I asked her of she loved it and she just smiled and said yes. So, I looked at it and saw a price tag of $15.00, and thought that this was reasonable. I'm retired and live on Social Security so I have to watch my money, but this was a good price. I asked her if she would like to have the doggie. She looked at me in shock and could barely speak to say YES!
I always get her dolls and toys, but this dog is so real looking and has a "diamond" choker with it's name on it, and she has always really liked it.
So, she just lit up when I said I would get it for her. She was so happy and just beaming. So, we went to the cashier and they rang up the cat food, and I noticed it was less for everything then I expected.
That's when the cashier girl said the dog was not for sale, just the clothes! My little 4 year old grandaughter began crying in the store and we left. Please post a sign stating this+where can I get one? I feel terrible now. Response?
Dear Robert ,
Thank you for contacting PETCO regarding your concern with our store at 305 SE CHKALOV DR #102. We are sorry to hear about your recent experience.
I called the store regarding your request. Unfortunately, the store manager told me that they need the stuffed dog for display. If they give or sell you the stuffed dog it will be hard for them to get a new one. Acquiring additional supplies for the store takes a lot of processing. I can send you a $20 gift as a one time courtesy. That way, you can save money and you can buy your grand daughter a new stuffed dog. Please reply to this email so that I can send you the gift card.
Please know that we care about our customers and what they think of us. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future. If we can be of any further assistance, please feel free to reply to this communication or call PETCO Customer Relations directly at 1-888-824-PALS (7257). Thank you again for contacting PETCO.
Sincerely,
Frederick O.
Customer Relations Coordinator
What I didn't tell them was that after I left the store with my grandaughter, I tried very hard to find this dog at other stores and could not find one. I drove across the bridge in bumper to bumper rush hour traffic into Portland, to the closest Toys R-Us. They didn't have this dog. I finally got her to get a big Barbie instead.
Now, I know some of you may think that I'm going overboard on spoiling her, but I don't feel that way. I told her she could have that dog and she was super happy. And to go from that to tears in seconds was just rotten and I went from a hero to a zero in about 2 minutes.
I did respond again, and asked where they got this dog and I'm waiting for a reply. I also asked that they put a little note on these dogs saying that the price is for the clothes and not the dog. This will save other parents and grandparents having to go through this.
These are not the standard stuffed animals. These are really nice, lifelike and built really good. I'm sure they have a nice pricetag but, I will find out who makes them and get one. So, do I spoil her? Maybe some, but she's very grateful and appreciates everything I do for her.
I love my little girl. She just called me tonight just to say "I love you grandpa and I might cry for you tonight" I asked why, and her mom said she thought I got hurt the other day when I fell on my butt. She said it was "sticking in her head". This kind of love and concern coming from this 4 year old is amazing, and a very good sign of a good hearted little girl. And yes, I'll get that dog for her!