3/10/14 A Non-Apology Apology from PetSmart

Mom writes:

PetSmart Corporate never answered my letter (complete with photos) that I had sent Return Receipt.  In fact, they didn’t even return the receipt!

They did, however, kick my complaint back to the PetSmart PetsHotel in Orland Hills.  I received a call a short while ago from the manager there, who, in a nutshell, refunded my money for the stay and reimbursed me for medicine for Maggie.  When I point-blank asked her why I wasn’t called when my dog was in distress, she shrugged it off saying that she was sorry it happened, but they were busy that weekend with Spring Break, and were going to be busy with Spring Break for the next few weeks, so, “If you need Maggie boarded, take her to your vet.”  Direct quote.

That’s all, folks.  A typical celebrity-type non-apology apology.  I’m sorry it happened, but…we were busy.

Not, “I’m sorry it happened, we dropped the ball”

Not, “I’m sorry it happened, we’ll make sure this doesn’t happen to anyone else”

Not, “I’m sorry it happened, maybe do a little staff re-training”.

My humble opinion?  They let me know that they were too busy to take proper care of my dog.  They let me know that Maggie isn’t welcome back, which is OK since I was never going to send her back there, anyway.  They gave me back my money and want me to go away.

OK, fine, I’ll go away, but not before writing this blog and telling all of Maggie’s friends about how we – me and my dog – were treated.

Your friend,






12 thoughts on “3/10/14 A Non-Apology Apology from PetSmart

  1. Jules

    So very sad in today’s society that no one is responsible for hurting others. What is wrong with people…….I want my children to grow up knowing that it is ok to make mistakes; however, you need to own the mistakes you make in life. No one is perfect….least of all me, but every day I get up and I try to better myself and the world around me. I am so glad that Maggie is doing better, but they should be a responsible company, and make it right!

    Consumers (and pet lovers) have very long memories…..hit them where it hurts, by not going to their establishments any longer!



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