PetSmart, Inc.
Attn: Customer Service
19601 North 27th Ave.
Phoenix, AZ 85027
To Whom It May Concern:
I would like to make you aware or my unpleasant experience that I have received in your store number 0418 in Hickory, NC. On February 7, 2006, I purchased an Aqua Clear filter (item number 600283) in your store. I researched it online and printed out a copy of the online price. I took it into the store where the same item was priced $35.99. I asked for a price match. A manager came over and very rudely said that she would do the price match this one time but could not do it again.
On May 2, 2006, my filter started leaking. As a result, it damaged my power strip, an automatic timer for my light, a heater, and air pump. I contacted the Hickory store and spoke with a manager. She told me that as long as I had all of the parts for the filter and receipt, I could exchange it with no problem.
I went into the Hickory store to exchange the filter. I took in my original filter and receipt. I had to go get a new filter off of the floor. I also got new filter media and a new heater for my tank. When the cashier was completing the order, she returned the original filter for $19.99 and then charged me for the new filter at $35.99. I explained to her that it was supposed to be an even exchange and she the called over a manager.
The manager told me that because I did not bring in the original ad where I had the price match before that she could not change the price. I told her that I had the original receipt and had already called and spoke to another manager. She was again really rude and changed the price. Then she took my receipt and wrote on it “final time of changing price original receipt from February”.
I feel that I was treated very rudely. This was uncalled for. You will find enclosed a copy of the original receipts dated 02/07/2006 and 05/02/2006. You will also find a copy of a print out from your website showing the online price. Most stores will honor their online prices with no questions asked. Your company should do the same, especially when you advertise a price match guarantee.
Now if I do have a problem with this new filter, I feel that the store will not return it because of the note or will charge me the $35.99 in store price. I am to the point where I want to take my business elsewhere because of this rude manager. I hope that you will try to resolve this problem.
