PetSmart reviews and complaints 1
View all 641 complaintsPetSmart - new return process
I'm really unhappy with petsmart's 'new' way of processing returns. Instead of using online computer methods to expeditate the transactions, they have reverted back to the archaic mehod of paper processing as a 'security' measure for their clients. On Jan 6, I returned a heater. at the time, I was told that it would take a couple of days before I would see the credit posted on my account. It is now Jan 10 and still no sign of my refund. I did call them today to see what the hold up is, and the manager claims that it can take more than a couple of weeks to process. Grrr.. What a pain. I won't be shopping at petsmart ever again.
The complaint has been investigated and resolved to the customer’s satisfaction.
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Petsmart submits your refund that day. It's up to your bank / credit card issuer as to when they accept the credited amount. One bank might take a couple days. Another might take a couple weeks. Once the store manager submits your info --- which happens the day you return your items --- it is completely out of the store's hands.
I work at petsmart, and trust me the "new" return process is an inconvenience for us as well. do understand that was a corporate decision. and you all can complain until someone's information is stolen and identity thieves start using your credit card information and making charges on them, it's very unlikely but be advised all of your rules and regulations are in place because someone took advantage. Trust me i don't like having to drop everything i'm doing to go to the front and process these transactions. it's time consuming, and very inconvenient for us as well. We don't like it either. if you are going to drop a store because our return policy and ignore all the positive aspects including lower prices than our competitor, better customer service (at least in Lakewood, CO), associates with more knowledge than our competitors, cleaner, brighter stores with a lot more products that's your decision but it seems silly to me.