Many consumers do not think to check expiration dates on the pet food they purchase... after all, wh
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A message from another Petsmart shopper. Most Petsmart customers do not check expiration dates, but this rescue person was hoping for a better pricing on expired food so she could feed homeless cats. The Petsmart store did not have a problem with selling it, they just wanted full price for the stuff.
Selling expired pet food is nothing new to Petsmart - it is apparently part of their business model:
https://www.reddit.com/r/Calgary/comments/nmjdsr/petsmart_expired_cat_food_chinook/
http://www.tailfeathersnetwork.com/community/showthread.php/58570-Petsmart-selling-expired-food-what-do-you-think
https://www.youtube.com/watch?v=fLgFfNup3E4
I went shopping at Chinook today and decided to drop into PetSmart to pick up a bag of cat food for my cat as she has about a week of food left....
July 2, 2021, AZAGO forwarded the additional information to Petsmart and requested further response to the issues. Today, I received Ms. Kats, Petsmart Counsel, response which appears to be the same as the first response received.
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.
UPDATE - On Feb. 16, 2021, filed a BBB complaint against Petsmart. Due to a lack of response and follow through by Petsmart, the complaint was closed by BBB as unresolved on May 26.
A look at Petsmart's BBB rating makes this result unsurprising. Customer service is not a priority. As recommended by BBB, I have filed a complaint with Arizona Attorney General against Petsmart
January 28, 2021 - expired food on the shelves of Petsmart Clarence NY store
#12 January 20, 2021 $53.53
#11 November 16, 2020 $97.02
#10 October 27, 2020 $63.73
#9 October 14, 2020 $42.16
#8 September 25, 2020 $259.49
#7 September 21 - $310.34
#6 August 22 $32.64
#5 August 1 - $220.74
#4 August 1 - $350.72
#3 - July 31, 2020 $410.69
#2 - July 30, 2020 $375.18
July 29, 2020 - receipt total $429.60 continued
July 29, 2020 - receipt total $429.60
I do cat rescue and I purchase A LOT of cat food. In the past few months I experienced how Petsmart stores routinely have expired food on their shelves for which their customers pay full price. Oversights happen, but my experience was more than that.
On this page, I will share photos of only expired cat food that I purchased at full price from 4 Petsmart stores in the WNY area. I spent almost $2600.00 total over a few visits to these stores.
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