Petsmart lost a good customer!

Tweet

In my book Petsmart WAS one of the good pet stores. They still sell live animals, unfortunately, but they don't sell cats or dogs, and they do have pets for adoption.. I took my dog to training classes there, and do a fair bit of my pet shopping there (thankfully my dog prefers food from Tractor Supply Company!). Well earlier this week they lost me as a customer forever! I had to buy some medication for my cats. The vet wouldn't give me the meds without seeing each of the cats.. a $50 bill per cat plus the cost of the medication, yikes! Petsmart had the meds I needed.. so I went to my closest one. They only had 1 pkg of the meds left, 3 tablets.. I have 4 cats. I told them that didn't work for me, I need 2 packages. The girl at the counter told me to order it online and it would be shipped to the store for free. So I ordered it online. Then I get an e-mail telling me my order was modified because the store only had the 1 package. So here is irritation #1. Why would they modify the order instead of shipping my exact order to the store?? So I call the customer service line, got a lady that really didn't give a darn about my problem, and all she said was "We don't do ship to store, you get what the store has available". So I said that they better educate their employees better and I want to cancel my order! She informed me she is unable to cancel the order, the store has to do that. So I call the store, and am already irritated beyond belief. The store says they aren't able to cancel the order either, that has to be done with the woman I was just on the phone with... Through gritted teeth I told the associate that although it's not her fault, they just lost a very loyal customer for 1. giving me misinformation about how to get the meds I needed, 2. modifying my order instead of actually placing the correct order, 3. not even apologizing for my inconvenience, 4. not being organized enough to know who on earth needs to cancel my order, and 5. wasting a whole heck of a lot of my time for no good reason! I ended up placing the order for the meds on Amazon, spent a couple bucks more on shipping than I would have if Petsmart had the meds in the first place.. but the package arrived yesterday and I was able to medicate my cats finally! Why is decent customer service not a thing anymore?