I hope you'll forgive the lapse, but I've quoted you in an email to Petco without properly attributing your comments to your on-line names. Somehow, not having real names to quote amde it fell awkward.
Anyway, I thought I should share it with you. It's much nicer than I'd like to be, but that's sometimes necessary to keep people's attention - the sugar and sh*t thing. Here it is:
Thank you for your actions regarding this incident. I am encouraged by the prompt, specific response. I would honestly hate to stop shopping at Petco, as I appreciate Petco's commitment to supporting local pet adoption agencies, as well as your wide selection of products.
This is not the first time I've been upset by your fish department, though. Luckily, this was largely about what customers at that location are being told, whereas the last incident was more about the volume of dead and dying fish (different location), no doubt making me more sensitive this time.
I did post the incident on line and would like to share with you some of the comments I recieved in turn:
"DISGUSTING!!!! The petco near me is really bad too. It's like some of the bettas just get forgotten about. I've seen the skinniest bettas ever there." - PA
"I've seen tank there with nearly 70% ich coverage on EVERY fish. Others with 4 dead fish per tank. I stopped going there LONG ago. " - no location info
"Petco is an altogether different place. It's like a fish torture chamber from the bowels of hell. The staff know NOTHING about fishkeeping. The tanks are always absolutely filthy and caked with algae. Dead fish in almost every tank every time. Injured and sick fish, diseases...aggressive fish in with nonaggressive fish. It really is terrible. I almost started a saltwater tank because of these three stripe damselfish they had in a tank...they were such beautiful little fish, but they were in the filthiest water I've ever seen, I don't know how they were still alive...and there was another fish in the tank (can't remember what it was, not familiar with too many saltwater species) that they shouldn't have been in with...this fish was pounding the living crap out of them every chance it got. The poor things had chunks missing out of them....they were clearly suffering badly. I normally keep my mouth shut and don't try to stir up trouble but I went to the lady who was in the fish section and ripped her a new one. Her response? "Oh yeah, those ones fight in that tank." Then she turned back around and continued stocking the shelves." - Asheville, NC
"My local PetCo is awful... two or three dead fish in almost every tank. Seems to be typical for the chain. It's a shame they're so incompetent; they actually have a wide selection. Still, I'll never shop there again." - no location provided
Carrah, I'm sure you realize that fishkeeping is a big hobby. Petco is clearly not taking full advantage of the opportunity in this segment of the store, literally turning away the very customers that are likely to spend the most there. I hope you'll pass this back up the chain of command. More concern in this area could translate into a larger customer base, stronger sales, and a lower loss rate. All good for Petco.
Thank you for taking the time to respond to my concern. I hope Petco chooses to focus on this area for improvement in the near future.
----- Original Message -----
Sent: Monday, September 14, 2009 2:44:55 PM GMT -05:00 US/Canada Eastern
Subject: Your PETCO Inquiry # 1489501
Letters Dear Ms. Kisiel,
Thank you for contacting PETCO regarding your concern with our store at 1694 BOSTON ROAD. We are sorry to hear about your recent experience.
It is our goal to provide fundamental pet-related information to every associate regardless of the title they hold or what they do in our store. All our associates are encouraged to enhance their knowledge of animal care by reading numerous books and magazines they have access to as PETCO associates. We encourage participation in seminars and additional training to fuel their passion and expertise on pets and their care. All of our associates go through an intensive training program during their initial 90 days of employment with PETCO, regardless of the professional experience an associate may have when they join our team.
I have shared your concern with the General Manager of this location and can assure you that they will be addressed with the complaint you raised.
Please know that we care about our customers and what they think of us. By letting us know when we fall short of your expectations, we have the opportunity to address your concerns and to be better prepared to meet your expectations in the future. If we can be of any further assistance, please feel free to reply to this email or call PETCO Customer Relations directly at 1-888-824-PALS (7257). Thank you again for contacting PETCO.
Customer Relations Coordinator
At PETCO, Animals Always Come First... Our People Make it Happen!
I doubt this will do any good, but if enough people complain........
Thanks for all your support!