21/07/2021
I received the first response to my complaint filed (6/3/2021) with the Arizona Attorney General’s Office (AZAGO) from Maureen Kats, Associate General Counsel for Petsmart, dated June 30, 2021.
In my response to the AZAGO, I explained that Ms. Kats' statement, "In the case at hand, we investigated Ms. McClure’s concerns and were unable to substantiate her claims that the specific pet food described was expired at the time of her purchase” was simply untrue.
Beginning in August 2020 to this date, there has been no investigation even after numerous phone calls to Petsmart Consumer Service and several discussions with Petsmart Buffalo District Leader, Kevin Sovan.
On March 8, 2021, with the help of Phoenix BBB, I received a response from Mr. Sovan, who requested to see the receipts from the expired purchases. I emailed photos of the receipts as well as the products showing their expiration dates. All of these photos are posted on facebook for review: https://www.facebook.com/Beware-of-pet-stores-selling-expired-pet-food-105042578044196
On March 16, 2021, Mr. Sovan called and informed me the legal team will be responding to the BBB and that I will be contacted by BBB with the response.
Having not heard from the BBB, on May 7, 2021, I called and spoke with BBB Complaint handler Tiffany. She stated no response was received from Petsmart. Later that day, I called and left a message for Petsmart Customer Care Specialist Sheri Pihl, 800 738 1385 ext 2503. No return call was received.
May 11, 2021, once more I called Petsmart Customer Care and spoke with Donna Nicole, a supervisor. After explaining the complaint, she said she would escalate the complaint to the corporate office. No response was received.
On June 3, I filed this complaint with your office. When District Leader Kevin Sovan received the photos of the receipts and the products, he did not question their validity. Any Petsmart representative would have been and is still, welcome to review the receipts and the expired products in person.
It is interesting to note, in Maureen Kats' response, that Petsmart asks customers to "notify a member of store leadership if they identify any outdated product on the sales floor.” And if the customer unknowingly purchases the expired food at full price?... it works out for Petsmart both ways.
Clearly, selling expired food is not a concern to Petsmart along with poor customer service. I would like a Petsmart representative to come to my home to inspect the $2600 of expired cat food and their corresponding receipts, refund my money and remove the expired food. Or, I can bring the 9-10 boxes of expired food to my local store for the refund.
