Pet Supermarket

Unacceptable Employee Behavior

This letter is in regards to the events that transpired between myself and your sales associate, Trevor, at PetSupermarket, store number 132 in Ft. Walton Beach, FL on February 19, 2017.

I had just received news that I needed to make an emergency trip to Knoxville, TN as my cousin (age 43) had been in a severe car accident. She was in ICU on life support with not much chance for survival. It was suggested that I arrive immediately. As a result of receiving that news, I was in a state of high anxiety and fear. I asked my sister to secure flight arrangements for myself and cat to fly into Knoxville as soon as possible while I packed for the trip.

Because I had not previously flown with my 14 year old cat, I did not have the approved carrier to transport her per airline regulations. My sister called PetSupermarket, store number 132, and spoke with Trevor shortly before 6:00 PM to check price and availability for the approved airline carriers. I was comforted to hear your store stocked the item and I could pick it up in time to catch a flight later that evening.

After arriving at the store at approximately 6:30 PM, I was relieved to find Trevor, the employee my sister had spoken with about the carrier. I asked him to go over the details about the specs and pricing with me. I wanted to be sure the airlines would accept the carrier so I would not have any difficulty at the airport boarding the plane. Trevor responded with very aggravated and defensive behavior. I informed him of my cousin's condition, and the urgency for me to make the correct carrier purchase and catch a flight within the hour. I tried asking him a few more questions about the specifics of the carrier such as weight capacity and dimensions. Trevor remained rude, insensitive and uncompassionate given the circumstances. I asked him if there was a problem and he replied indeed there was! He said he did not like having the information he had given my sister over the phone challenged. I explained, yet again, this was all new information for me and I only wanted confirmation before my purchase. I then requested a manager and Trevor strongly stated that he was the manager on duty.

I was visibly upset and could not believe how Trevor handled the situation as well as his overall lack of customer relation skills. His utter disregard of the sensitive subject matter in addition to my need for a carrier in an emergency situation was unacceptable. I would not have made the purchase (receipt attached), but taken my business elsewhere had time permitted me to do so. Incidentally, my cousin died less than 12 hours later.

I was under the impression pet store employees are typically kind, gentle and compassionate due to pets being considered part of the family. I was sadly mistaken after this horrific experience with Trevor. I do not feel he needs to be working in any customer service capacity much less in a managerial position. I sincerely hope he does not treat all of your customers in this manner. Regardless, I will not be shopping for my pet supplies at your store in the future, nor referring any friends or family. I felt someone in regional management needed to be aware of Trevor's attitude and his representation of PetSupermarket at your Ft. Walton Beach location. Thank you for your time and attention to this matter.

Regards,
Tamara Penn
[email protected]
865-604-1354