Another PetSmart story...

[extreme_tooth_decay]

Well I was in PetSmart yesterday (yes the same one as from THIS incident)

It is on Rt 1 in Alexandria in Potomac Yards.

 

I noticed near the front they have a used 72 bowfront FW tank set up (with water, fish, etc) , and it is on sale. They have a big sign that says it is a clearance used item for sale for $400, but would be $3200 if purchased separately/new. Fish not included.

 

I noticed the center brace was broken, and there was a 3/4" gap in the brace where the tank has bowed out.

 

I also noticed the front left seam has "black goo" all over the length of it. Undoubtedly where the tank was leaking due to the center brace being broken, they put some goo on. I didn't feel comfortable just standing near the thing.

 

 

Man, this is just not right. Let me enumerate the problems:

 

1) This set up does not cost $3200 if purchased separately. Probably around $400. Maybe. It is just tank, gravel, maybe a crummy filter, heater.

2) That broken center brace is a serious safety concern IMO. Not only should it not be for sale, it should not be set up in a public place.

3) They obviously know about the broken center brace, with the black goo and all. It is wrong to not have that damage clearly marked ("DAMAGED").

 

Looks like a law suit waiting to happen to me. Willfull endangerment of the public or some such.

Edited November 15, 2010 by extreme_tooth_decay

[SkiCurtis]

They are good for cat and dog goods,but I do not know how they make it in the saltwater arena.

[Chad]

I was in there yesterday as well and noticed that same thing (although I did not notice that it was for sale), kind of scary. I sent them a comment about it yesterday through their corporate contact form.

[Coral Hind]

Wow, that would be bad news if that thing breaks in the store with customers around it. I'm glad Chad sent them a note already, let's see how long it takes them react on it.

[extreme_tooth_decay]

They are good for cat and dog goods,but I do not know how they make it in the saltwater arena.

 

 

That is probably why they only have dry goods for SW, at least in the stores I know of.

 

 

I was in there yesterday as well and noticed that same thing (although I did not notice that it was for sale), kind of scary. I sent them a comment about it yesterday through their corporate contact form.

 

 

Glad you took the effort to report it. I didn't notice the sale banner at first either, it is hanging above the tank.

 

 

Wow, that would be bad news if that thing breaks in the store with customers around it. I'm glad Chad sent them a note already, let's see how long it takes them react on it.

 

 

That is all I could think of when I was standing there. Probably unlikely to explosively break, but it could happen. It really irritates me how they know it is broken but still have it set up, and for sale no less. Some newbie is going to buy it...

[Chad]

Some newbie is going to buy it...

 

Precisely why I decided to do something about it. It isn't worth the risk.

[Origami]

I sent them a note also using this link: http://help.petsmart.com/store-help/

 

I figured that it couldn't hurt to have the warning coming from multiple people.

[Happyfeet]

I bought an anemone from Petco a couple weeks ago (I know I know). Well my girlfriend gave me her stuff and she went to get the car. While the guy was ringing up my order you could see the look in his face. Anemone, ferret tunnel, ferret cage, cat food, plastic hiding house, water plant and so he looks up at my with a really puzzled face and say

[Origami]

Got this initial response to my note to them. (I'm sure that Chad's received the same.) Form letter, I'm sure.

 

Dear Tom,

 

Thank you for your e-mail and for bringing this to our attention. I

have taken the liberty of entering a customer complaint on your behalf.

Your complaint will be addressed by a member of our Management Team.

 

We sincerely apologize for any inconvenience or frustration this may

have caused you, and we appreciate the opportunity you have given us to

set the matter right.

 

Sincerely,

 

Heather

PetSmart Customer Care

[Chad]

That does have a form letter feel to it. I read it and feel that I dont know how/when any action will be taken, which is important to me for the resolution process. Hopefully I also have one (probably do), but I cannot access my personal email currently. I will post any followup I get as well.

 

 

[extreme_tooth_decay]

I wonder what the result would be of me going there tonight, finding the manager, explaining the situation, and if dissatisfied with his reply, insisting action be taken.

 

I should probably be wearing a wire, I have a feeling it will be worth reliving.

[Origami]

I did use the word "liability" and the fact that this was a topic of discussion in our community forum in my email notice to them, if it's worth anything. I would hope that they'd be sensitive enough to the word to take a second look before blowing it off.

 

It might be worth a trip there, Tim, if you're so inclined. I'd be interested in hearing if the store manager (not the department manager) is willing to look into the matter and take appropriate action.

[Coral Hind]

Yeah, it is a form letter. This is what I got back today at 1:26.

 

Dear David,

 

Thank you for your e-mail and for bringing this to our attention. I

have taken the liberty of entering a customer complaint on your behalf.

Your complaint will be addressed by a member of our Management Team.

 

We sincerely apologize for any inconvenience or frustration this may

have caused you, and we appreciate the opportunity you have given us to

set the matter right.

 

Sincerely,

 

Heather

PetSmart Customer Care

[Origami]

Heather sure gets around!

[extreme_tooth_decay]

It might be worth a trip there, Tim, if you're so inclined. I'd be interested in hearing if the store manager (not the department manager) is willing to look into the matter and take appropriate action.

 

I'll probably head there after work. I'm interested to hear what he has to say as well. It is only about a half mile from my house.

 

As I recall, this store has 2 store managers for some reason. I had a lengthy experience with one of them one time regarding a return and store credit and using it online, and he seemed like quite a reasonable guy to me. It could be that since I was still in my work clothes that helped some.

[extreme_tooth_decay]

Well, I went to PetSmart this evening and talked to a store manager, I believe her name was ****.

 

 

 

My part:

 

I explained the situation calmly, with a smile on my face, and noted it was a serious structural defect and safety concern. I demonstrated how my hand could fit in the hole in the center brace, and that is how far the tank has stretched/bent from the pressure. I told her that tank manufacturers do not recommend filling a tank with a broken center brace.

 

I mentioned I had spoken to others in the hobby about it that were in agreement, and that the concerns had been registered on PetSmarts web site.

 

 

Her part:

 

She became very angry and combative and raised her voice several times. I remained completely calm the entire time.

 

She believes it is "obvious" that there is no safety issue because the tank is currently holding water.

 

She has no plans to take the tank down or not sell it. She did mention that she could tell customers how to get the replacement part, but would not tell them it is a safety concern.

 

She will not tell any customer there is a safety concern with the tank. In fact she told me she would tell any customer that the tank has been set up for a long time and so is "obviously" safe.

I told her that because a ticking time bomb has not exploded, that does not make it safe. It is still a bomb. She was not interested in this argument.

 

She claims the tank seam was not repaired (It looks like some king of home-remedy tape is over the seam. I don't believe it is factory, but I suppose it is possible)

 

She stated at least 5 times that no one has ever said anything about the tank and it has been set up for a long time. I mentioned that was what I was doing right now. She replied that if it was a concern, others would have mentioned it before today.

 

She claims there have been several offers on the tank.

 

I do not think I will be getting a holiday card from her.

 

At least she did not ask me if I was retarded, like happened this time: LINK

 

 

All she had to do was show some concern and I would have been happy. Sigh.

 

 

I told her I felt I had no choice but to file a safety complaint against her store. She did not care. Anyone know the proper channels to do that?

Edited November 18, 2010 by davelin315
names removed

[Chad]

I would write a letter to the corporate headquarters followed up by telephone calls.

 

This is the response I received from them today, btw. (Heather did not get around to me, I guess)

 

Dear Chad,

 

Thank you for your e-mail and for bringing this to our attention. I

have taken the liberty of entering a customer complaint on your behalf.

Your complaint will be addressed by a member of our Management Team

within 3-5 business days, and you can expect a reply at that time.

 

We sincerely apologize for any inconvenience or frustration this may

have caused you, and we appreciate the opportunity you have given us to

set the matter right.

 

Sincerely,

 

Jane

 

PetSmart Customer Care

 

Still a canned response, I guess, but at least I got a timeframe in which they would get back to me. I will follow up with their response in 3-5 days with their response, I guess. I wonder why I got a time frame for response when you all did not.

 

Tim, here is the contact info:

PetSmart, Inc.

Store Support Group

19601 North 27th Avenue

Phoenix, AZ 85027

(623) 580-6100

(800) 738-1385

[Origami]

Sounds like ****'s temperament could use some refinement. Perhaps she needs to spend time with Heather or Jane.

Edited November 18, 2010 by davelin315
names removed

[extreme_tooth_decay]

Tim, here is the contact info:

PetSmart, Inc.

Store Support Group

19601 North 27th Avenue

Phoenix, AZ 85027

(623) 580-6100

(800) 738-1385

 

 

Thanks. I will send a paper complaint tomorrow. This wasn't necessary, and I'd rather not, but I don't make idle threats.

[Coral Hind]

Wow, I'm actually suprised there is more then one canned letter given out. It is a good thing this isn't something too serious since it takes 3-5 days for someone to address it.

[SkiCurtis]

WOW you guys have too much time on your hands! let it bust and someone can get a nice paycheck. wamas members should never buy anything relareted to saltwater from there ever!

[extreme_tooth_decay]

Here is the letter I am mailing today:

 

 

To whom it may concern,

 

I am writing to inform you of a safety issue and my attempt to point it out to a store manager at the PetSmart store at this address:

3351 Jefferson Davis Hwy

Alexandria, VA 22305

(703) 739-4844

 

This past weekend I noticed a 72 gallon bowfront display tank in the store that was fully set up, and for sale. This tank has a broken center brace. There is a gap in the center brace of about 3/4".

 

The center brace is an important structural component of the tank. With a broken center brace, substantial additional pressure is placed on the silicone seams, and they can and do fail. This could potentially fail in a catastrophic manner, releasing 500 pounds of water.

 

It is ill advised to have a display tank with a major structural component completely broken and stressed 3/4" beyond its intended limit.

 

 

 

I discussed this issue with several people in my fish club, and we decided this issue was very serious and should be resolved immediately. To that end:

 

1: Multiple people used PetSmart's corporate contact form online to file reports.

2: I went to personally bring the issue to the attention of a store manager on Nov 15 at approximately 7pm.

 

 

I spoke with a store manager, I believer her name was ****. I pointed out my safety concern to her. I also indicated that I believe the manufacturer does not recommend filling a tank with a broken center brace with water.

 

 

She almost immediately became very angry, defensive, and combative and raised her voice several times. I remained completely calm the entire time.

 

She believes it is "obvious" that there is no safety issue because the tank is currently holding water. This appears to be her opinion only, not due in any way to guidance from the manufacturer.

 

She has no plans to take the tank down or not sell it. She did mention that she could tell customers how to get the replacement part (which is incredibly difficult to install), but would not tell them it is a safety concern.

 

She will not tell any customer there is a safety concern with the tank. In fact she told me she would tell any customer that the tank has been set up for a long time and so is "obviously" safe.

I told her that because a ticking time bomb has not exploded, that does not make it safe. It is still a bomb.

 

 

She claims there have been several offers on the tank.

 

 

I find the response of this manager to be completely unacceptable. When a customer approaches a store manager with a safety concern, all efforts must be made to address the concern. At an absolute minimum, she should have:

 

1) Offered to contact the tank manufacturer and get guidance from them

2) Tell potential customers who wish to buy the tank that there may be a safety concern due to the broken structural component

3) Behaved in a professional manner

 

 

I hope that some action can be taken on this issue before:

 

1) The tank breaks in the store and injures/kills someone

2) Someone unknowingly buys the tank and takes it home and injures themselves because a known safety issue was not disclosed to them.

 

 

PetSmart has been informed of this safety concern through all means available to me. It is my opinion there is a liability concern, not to mention an ethical concern.

 

 

I may be contacted at:

 

<snip>

Edited November 18, 2010 by davelin315
name removed

[Coral Hind]

Your letter looks good to me.

 

I wonder if someone bought the tank and it exploded in their house, could the store be held liable?

[Der ABT]

i bet they would say they did something to the tank in getting it to their house or that it was not level etc etc

[extreme_tooth_decay]

I wonder if someone bought the tank and it exploded in their house, could the store be held liable?

 

Now that they cannot plead ignorance I would think they could be.

 

I talked to PetSmart corporate to make sure I had the right address to send the letter to. They mentioned they had recieved a number of complaints and were working on the issue and would get back to me in 3-5 days.