Pet Supplies Plus

Last year i bought a guinea pig about 4 months old i named him cookie he had a head tilt a growth defect and an UPPER RESPIRATORY INFECTION WITCH IS DEADLY we ended up taking him to the emergency vet because he couldn't breath ended up paying $1000 AND STILL PAYING ON IT the next day he died i didn't blame it on them though so the day before thanksgiving i bought another guinea pig which i named patches at first when i got him he sneezed but i didnt think about it not long after i noticed he had an eye infection but again i dint think about it and just thought he got a hair in his eye or something and started treating it from home not long after that he started wheezing and coughing i told my dad and we took him to the vet and again he had UPPER RESPIRATORY INFECTION fortunately we caught it early and he was able to recover but the treatment was not cheap nearly $200 and $400 for x-rays i totally blame pet supplies once is a coincidence but twice with the same problem i unexceptable i am currently taking the veterinary track in my high school in hopes to be a exotic veterinarian to help people with things like this i will not be shopping a pet supplies again i would honestly rather get my food from walmart and the contract they make you sign says "pet supplies plus is not responsible for vet bills " if it wasn't for that i would have demanded money for the vet bills because of how expensive guinea pig vets are

I took both of my dogs for grooming at Pet Supplies Plus - Orchard Park on 11/23/22. I told the groomer that I did not want them shaved down, as winter has arrived and I don't want them to be cold. I also specifically said I did not want their faces to have a poodle cut. I brought a picture of what I wanted and left the photo with the groomer. When I arrived to pick them up, both dogs were shaved down and 1 of them had a poodle cut on her face.
To make all of this worse, within a couple of days, if you touched the ears of one of the dogs, she would yelp. She could not even shake her head back and forth. If she tried, she would yelp. I looked in the other dog's ears and saw that her ears were bloody. I could still not get near Betsy's ears to see what was causing her discomfort.
Fortunately, Betsy was scheduled for her spay on Monday 11/28/22. I asked the vet to look in her ears during her surgery. Poor Betsy had a major infection in both ears due to her grooming. The vet said it was from the plucking and that they left too much moisture in her ears after grooming.
Betsy was prescribed drops for her ears. We had to clean her ears out daily and put the drops in. Betsy's condition did improve with the medication. Although, I don't know how this awful experience will affect future groomings for this poor pup!
On 12/5/22, I went into Pet Supplies Plus to speak to the Store Manager. I had pictures of my dogs before their cuts, the photo of how I wanted them cut, photos of how they looked post cut, a photo of the bloody ear and several photos of Betsy's extremely infected ears. I also had the vet report and bill for the $25 ear prescription. I requested reimbursement for the $25 and for the $176 grooming fee. I did not think this to be unreasonable. If Betsy did not have her spay appointment already, I would have asked for reimbursement for the vet visit, which I'm sure would have been at least the $176. I was very nice in my dealings with the store manager. I even said I was willing to take the reimbursement as a store credit, as I still planned to shop there, but my dogs would never be groomed there again. She said she would need a couple of days to look into and would get back to me.
When I did not hear back from Pet Supplies Plus, I called to check the status on 12/12/22. She stated that it had been busy, but that she did submit for reimbursement for the $25 prescription. I asked about the $176 grooming fee. She said she would have to look into it and get back to me. Again, no return call, so I called back on 12/20/22. Still no answer on whether they would reimburse the grooming fee. I asked for the District Managers phone #. She said she would have them call me. Never received a call. I called back on 12/28/22. The Store Manager I was working with was off that day, so I spoke to another manager. I also asked her for the District Managers number, she said she would have them contact me. And she would have the Store Manager call me back as well.
On 12/30/22, I had still not heard back from anyone. I thought I would try the Corporate Headquarters. I was only able to leave a message there. Haven't heard back from them yet. I called the Store Manager again, she still had no check for the $25, no answer on the grooming reimbursement and said she would have the District Manager call me.
I find this lack of customer service very disheartening. Unfortunately, they are about to lose a customer for life, not to mention all of the negative word of mouth they will receive. I've worked in the customer service industry many years. From my experience, it would be worth paying out the $200 to keep a customer and not have negative reviews posted.
I do NOT recommend Pet Supplies Plus

I have shopped at Pet Supplies Plus for years now. The Selection is great! The store is clean! Everyone is willing to help. I Purchase a lot of My Fish Supplies there. The Gentleman who waited on me as very Polite.

Thank you for a Great Experience!

Horrible service, bad attitudes, slow, nothing positive at all to say about these people. This was a horrible experience for me and for my dog.

I switched to pet supply because of the consistency. Grooming was great and easy to schedule for my furbabies. I took my two dogs in to get groomed. Chose the VIP with add ons, always choose the best for them. Spent over $250 bucks just on Grooming! Pick them up they looked sooo cute, anyway, stroll through the store to grab a few more things for them. On the ride ride home there are belly rubs and scratches. Fleas running across their skin... not just one SEVERAL. Eggs behind their ears, on their head, like I just didn't spend all this money. It's likely they didn't get washed. Yea I know fleas will be but this was ridiculous. Needless to say after have a "luxuary" spa day at Pet Supply, I had to bathe them AGAIN when I got home. Not only that, i traveled 45 min just to go to Pet Supply. I am very disappointed and a waste of money. I did better washing them than what they received at Pet Supply. Check your pets before you leave if you go there.

DO NOT SHOP AT THIS STORE!

THE MANAGER IS NEGLECTING ANIMALS!

I stopped in for cat food this evening and went back to look at the fish like I always do. I seen a stand alone tank with a fish that looked partially alive. The MANAGER (Reagan) told me that they were a breeding pair of cichlids and that he was happy it was happening to them because a pair of breeders are supposedly hard on the tanks. I asked what was wrong with them and he said the heaters were not working. (It's a petstore. This is a very very poor excuse and animal neglect. They should have heaters)

My boyfriend and I had been in a couple weeks prior and looked at these fish. We remarked at how sweet they were. The manager asked me if I wanted the fish. I went up to take a closer look and the one in the front of the tank was dead from what looks like Ich. It was COVERED IN IT! THIS WAS GOING ON FOR QUITE SOME TIME!
I called my boyfriend to see if he would take them. I went looking for the other fish. The other fish was hiding in a rock and also covered in Ich.
Once we realized that the one was dead and the other was hiding because it's mate was dead in front of it. I was horrified.
I was on the phone with my boyfriend and turned around and said "I have to leave" this is horrible.
I turned and walked up front with my cat food completely horrified at how they take care of thier fish and the manager came up and said he had the right to refuse service and if I didn't leave he would call the cops.
I left. I won't be back. I have been a customer of theirs for many years.

There is NO reason for a pet shop to be letting fish die in thier store thats open for business. This is animal neglect. They should have been treated for ich and quarantined into a different tank with a sign that said they were not for sale.
Most likely they got the Ich from unclean tanks and straight up neglect. And to not have a warmer in the tank? Iys a pets store. They sell tank heaters.
Everyone knows cichlids need Warner water than goldfish.

They are the worst and do not care. So here is my experience from their Black Friday offering. I placed an order for two bags of dog food which I made payment and received confirmation. When I received notice to pick up the order I had gone to the store to do so and noticed there was only one bag. I inquired where the other bag was and the employee indicated that is all they had in stock. He said the other bag would come off of my credit card that was charged. I mention that I prefer to pick up the other bag when it comes in at the Black Friday price. He said sure and made a note to leave with the manager. The following day I received an email indicating that the bag I picked up was charged at full retail price. I called the store and the manager, April, said there's nothing she can do for coupons or digital orders. I then called corporate who said she will SEE if she could have the store provide the Black Friday price on the bag I picked up, however there's nothing they can do about the second bag. So I have been charged the original Black Friday price for two bags plus the the bag I picked up for some reason is now charged at the full retail price. It is a shady operation and have no care for the customer and not right a wrong. Will never do business with them again
Greedy Corporate Interest - Buy From The Local Mom/Pop Who Appreciate You and Deserve Your $$$