Czaro Strategic Communications

After Monday's blog, I waited and waited for a response from PetSmart. The response came from the manager of the store - by way of the corporate office in Phoenix.

What do you think? Should I give them a second chance?

Dear Mr. Simpson,

Thank you for writing to inform us of your recent experience in our store.  We want our customers to be delighted when they come into our store, and I regret our service fell short of your (and our) expectations.  Please be assured that your comments are important and that we are committed to creating a positive experience for our customers.

I am very sorry to hear about the loss of your loved one.  And, I also, have grown very fond of Hiccup and would LOVE to see him adopted out to a loving and caring family such as yours seems to be.  I also want to apologize for the way the entire situation was handled by my associate as well as, my member of management.  I can assure you that I will have the appropriate conversations with both associates for the poor quality of customer service that you and your family were shown last weekend.

I would appreciate having the opportunity to meet with you and welcome back in our store.  I would also love to adopt Hiccup out to your family if you are still interested in him.  Unfortunately, I cannot deliver him to your home but, would gladly help you, personally, with the adoption process here at the store.  I would also like to offer you a $20.00 gift card from our store to help with the inconvenience and unpleasant experience you had with us.  Again, I apologize, and I appreciate that you took the time to bring this important issue to our attention.  If I can help you with adopting Hiccup or help you in any other way, please feel free to call.  I can be contacted directly at 405-755-3388.

I look forward to hearing from you soon.

Sincerely,
XXXXX XXXXX
Store Manager
PetSmart #1067