Hills Pet & Feed

This is for the customer who experienced rudeness and had been a customer for over 10 years. This store is under fairly new management. I too have been a customer for about 20 years, and the service before was way better than it is now. The new management took over somewhere around a few years ago, and I found myself not going there anymore too. They stopped carrying a few items I used to buy there, and their attitude was an ""I don't care"" type thing. I wonder how long they will remain in business. more

Purchased a case of Avoderm canned food, a detangling spray, and some Wee Wee Diapers for my senior dog on Thursday. Tried the diapers this morning and due to my dog's fluffy coat, they wouldn't fit. Took them back to the store this morning without the receipt (found it later on the floor of my home) and asked the manager for an exchange. He asked how many I used. I apologetically told him two (the first one was soiled during a ""fitting"" and the second wouldn't attach). He asked if I had the receipt. I told him I couldn't find it, but since I was in their repeat canned food purchase program (buy 8 cases, get 1 free), he'd be able to verify when I'd made the purchase by checking my name card. He refused, and when I began explaining my purchases, he gruffly cut me off with ""I don't care!"" Insulted, I took the diapers and put them back in their bag. I asked ""So, if I manage to find the receipt, what then?"" He said I'd get store credit. No apology, he just walked away and went into the employee's-only area. Bad customer service. I went home and found the receipt on the floor where it had fallen. I packed up the diapers, unopened canned food case, and unopened grooming spray and took it all back. I waited my turn and asked to speak with the manager again. I waved my receipt and handed it to him. He took his time perusing the paper slip, and I told him ""Since you don't CARE about my business, I'm returning these items. You didn't have to be rude"". He just continued to look at the paper and made little ink marks beside the unwanted items. I asked him if the larger diapers were the same price. He said, ""I don't know. You can go check."" He wouldn't even ask one of his clerks to get the item for me. I fumed and picked up the larger item, which was priced at $1.00 more. He gave me $32.60 in cash and made a point of saying, ""I gave you one dollar extra"". Still no apology. I gave him a dirty look and left. I'd spent $52.17 on Thursday; I've been a loyal customer for over 10 years. But I will NEVER go there again for any reason. Take note, Mr. Ken Oh. THIS is how you lose customers. more