Petsmore. A fairly popular pet store known to almost all pet owners. With 21 stores throughout Malaysia, you’d think their services would be quite alright. Over the years shopping there, a bulk of my experiences there have upset me.
Every grand opening of a new Petsmore outlet, Petsmore promotes a special ‘Happy Hour’ deal where you can get items at only Rm10 (limited to 1pcs crazy deal per member per day). This time it was at SS15. I was planning to get a travel cage for a couple of months now and seeing that it was so expensive, though I’ve visited several sites and stores, I have yet to get one. When I saw this Rm10 deal, I was pretty excited. Having 2 bad experiences from Petsmore from last time, I still ignored it decided to give them a chance – after all, the price was what I was aiming for. I just wanted to buy and leave, nothing more.
SCROLL DOWN FURTHER IF YOU WANT THE SUMMARY ONLY
On Day 1, I reached 10minutes before 12pm (Special Deal starts) and asked for the travel cage. There are 30units. However, I was told it is finished as people have been coming in since 10am to wait for it. I thought they’d only release it at 12pm (which is what they told everyone). When asked if they have more for 6pm, they said they finished that day’s quota (different info given from Petsmore on FB when I messaged them personally). Ok. I accept that. Knowing that they start letting people purchase it before 12pm, I planned to be back earlier the next day.
Day 2. I reached Petsmore at 10am, asked about the travel cage and they said they are unable to give it out till 12pm. When asked why people the day before could buy it earlier before 12pm, the staff replied and say because it was the first day of the promo. That didn’t make sense. It was promoted to start the same time for all days. However, now they’re saying that because it was Day 1 they are allowed to give it out before 12pm and now we’re required to wait till 12pm?
So, I waited. I browsed the store for other things to buy and stood in front of the counter waiting for 12’o clock to strike for the travel cage. Meanwhile, I registered to be a member for the discounts. I filled my form, passed it to them and let them process it for me. I was told that the stack of cards they have had problems but will still have a temporary card number for me. Ok. That’s fine with me.
Finally, 12pm came about and I can finally make payment. There are two sides of the counter. Let’s call it A and B. Both had a staff attending to the customers. About 4 customers stood behind me queing up at counter A. The staff serving me paused to answer a call. I waited some time but it got a bit lengthy. 5 person in the photo, one blocked on the left but you can see his arm. Face is not shown as I’m complaining about the company, not the people, though they do play a role they are merely representing the company.
Around the counters were 5 of the Petsmore staff (Total of 8 staffs working in the entire store excluding the groomers), but no one was attending to me. A number of customers from counter B is done and left but at counter A, though I was the first one there, I was still standing there. Out of the 5 workers, 1 was on the phone, 1 was attending customers at counter B. 1 was playing with a ferret, 2 was just standing there. I finally asked one of them who had nothing to do what I was waiting for. He gave a puzzled look. The staff attending to me earlier ended the call and stood there without keying in my purchases. I asked again. I was told then that only the machine at counter B was working and payments had to go through it. Counter A was only for information. The guy queing behind me heard that and this is the short convo he had with the staff :
Customer : “So, are we suppose to queue here (A) or there (B)?”
Staff : “Um.. there (B)”
Customer : “What? We’ve all been standing here (A) for so long! You should have said something.”
The whole queue at counter A moved to B. I stayed at counter A as they were already halfway processing my order.
(Do read on after the summary where the promo photo of ‘Buy 2 Rm10 Off’ is)
*** SUMMARY FOR THE ABOVE STORY STARTS HERE ***
1) Different info given by shop staff and person managing Petsmore FB messages.
2) Store did not follow their promo time on Day 1?
3) Staff is not sharp to redirect people queing at a counter that’s not in service. Customers waited and was only redirected when one of them asked the staff.
4) Extra staffs not attending to customer.
5) Membership cards were not checked properly beforehand.
Finally, I bought my stuff, got my receipt and wanted to leave. Took a glance of my receipt and walah! Another problem.
On this promo above, it states
‘Buy 2 Rm10 off.
Member : start from Rm 10.79 – Rm11.39 (each)
NP : start from Rm 15.79 – Rm 16.39 (each)’
Naturally, I believed that since I am a member, it will be a maximum of Rm11.39 each. If I buy 2 with Rm10 off, it will be (Rm11.39 x 2)-Rm10=Rm12.78
I noticed they charged higher on the receipt – Rm17.49 (Two at this price and two at Rm7.49 after promotion), so I asked them about it. They then said it is charged off the normal price (NP) because it is a promotional item. 1 at NP, 2nd item at Rm10 off. Well, excuse me, but the MAX of normal price stated above is Rm16.39. Why am I charged Rm17.49? They noticed the mistake and said they will change it for me. I did not manage to get a photo of that receipt earlier. Believing they have solved it for me when I saw the total price had lowered, I head home. It was already 12:45pm. (I was there since 10am. My order being processed since 12pm. Hmm..)
1) The promo above is misleading :
Buy 2 at Rm10 off. I am a member, but I am getting the discount out of a non member price.
Each item with different flavour has a different price (I believe) thus stating x amount – x amount. I am not getting Rm10 off the 2 items. I am getting Rm10 off a fixed price though the 2 item’s prices may vary.
2) The discount DON’T make sense (for members). Here’s a calculation.
Assuming I bought 2 at member price (NO DISCOUNT APPLIED) = Rm11.39 x 2 = Rm22.78
Assuming I bought one at Normal Price and 2nd item at the discounted price = Rm16.39 + Rm6.39 = Rm22.78 (I was charged at Rm17.49, the price on the left based on what is written on the promo paper)
SURPRISE! Same amount.
I usually don’t calculate so far. But I happened to notice it and I am already very unhappy with Petsmore’s service, thus I find that I should share this. Congrats Petsmore on being on my FIRST blogpost complaint.
Now, I actually paid Rm1 extra than what I was supposed to. And if I never noticed anything in the beginning and the price came out with the original receipt, I’d be paying Rm2+ as the promotional price in the receipt is Rm7.49 instead of Rm6.39! MORE than buying 2 treat bottles at member price. Petsmore, please check your promos properly. Your customers would really appreciate it.
Well. That’s all for this complaint. My previous bad experiences? Not that detailed. I’ll just write it here.
1) Tried buying something at Petsmore Empire outlet. I stood at the counter with the money ready in my hands. I had just one item and would like to pay and go quickly. One staff attending another customer, another staff doing nothing in the ‘counter area’. I called out and waved at the person but no response. Waited fairly long, decided not to buy the item and left. *Couple months or mid/end last year?*
2) Petsmore was looking for someone to work as a groomer. They said they’ll provide training. I was interested. They told me to call a number for a guy named Alex. I called 3 times, no answer. 4th time, he answered and said he’s at a meeting and he’ll call back. Doesn’t call back. Sms him twice and called him several more times (can’t rmb how many times) no answer. Checked Petsmore FB page where the ad was posted, a few people complained the same thing. Gave up. *Take note that this was a few years back already.*
OTHER customer complaints :
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