Went to the store in Sunset Hills, MO today. Acacia, the manager on duty, refused to do an even exchange for harnesses I purchased that were simply too small. Product on the shelf, the harnesses in a PetSmart bag with the tags on, the receipt at home.
When I questioned her why I couldn't exchange the product (I didn't ask for store credit or cash back) and to show me where in the return policy harnesses were exempt, I was told that it was the manager's discretion to refuse service. When I asked, "Why?" she told me they were high-theft items and I would have to prove purchase TO EXCHANGE THEM FOR THE RIGHT SIZE WITH TAGS ON THEM.
Went to Brentwood and had zero issues. I had even run home to grab the receipt and he never once asked for it. Clearly Brentwood doesn't assume their customers are thieves. I will only go to PetCo from now on. Inexcusable!!
