Neighbor Donna took time to write us about Lenya in our Oak Lawn store, who turned over every rock to find the food she wanted for her dogs. Kudos to Lenya for going above and beyond, and not taking "no" for an answer when she hit the first couple of dead ends! Donna told us how Lenya has made her shopping so much more convenient:
We wanted to
take the time and commend an employee of Pet Supplies Plus at the Oak Lawn
store. Her name is Lenya, and she truly went above and beyond and did what
other employees were unable to do.
We have two
whippets, and a few years back we lost one of our whippets to tainted dog food. We
thought we were informed pet owners buying quality dog food, however after the
death of our whippet we did the research and found that a large majority of dog
food contains mostly imported (from China) ingredients. We wanted something we
could trust with no China-imported ingredients. That was a difficult search!
We have been
extremely happy with the dog food we decided on. However it proved to be very
difficult to find, for years we made road trips to Wisconsin to get it, then
found a store in Indiana. We recently found a location in Naperville, IL that
would order it for us. Many times I have called Pet Supplies Plus in Oak
Lawn and asked them if they could order it for us, but was always told they
could not get it. But on our most recent visit we were lucky enough to speak to
Lenya, who took the information and worked hard on getting it for us. She
called to tell us she did find a distributor that could get it and I must say
after 10+ years of travel I am so grateful to be able to keep my dog food
dollars in my own community.
anything we are committed to dog food/treats that are 100% USA ingredients. The
food we currently use is just that, a small family operated dog food producer,
which is probably why it is difficult to find. I know that Pet Supplies Plus is
a strong supporter of USA products and this is a dog food you can safely stand
behind. Lenya said she had to call many distributors before she found one that
could get it, and for that we are so grateful. She is a perfect example of someone
committed customer service, and care for our pets. I could not let her effort
go unrecognized and wanted your company to be aware that they have an
outstanding, dedicated employee.
Neighbor Angela took time to write us a wonderful note about Melissa in our Willowick, Ohio store. We could go on and on telling you what a great job Melissa did helping out 11-year-old boxer Tyson, but Angela did such a great job, we'll just let you hear it from her:
I walked in your Willowick, Ohio store, and I was quite sad. I spoke to three people at the counter and asked if they had someone
knowledgeable with senior dogs. The other store associates were smiling very kind, gentle and the all
agreed that Melissa would be the best one to help me.
What a true GEM Melissa is. She greeted me, listened to me, comforted me and
then she got to work! I explained to her I have an 11 yr old boxer. He's old,
slow moving, and recently dropped a lot of weight. I explained to her that I
feed him once in the morning and once in the afternoon but he recently is getting thin and
really won’t finish his food. Too thin! I began to cry. She comforted me
and suggested I take him to the vet. I told her that I was too scared because
they would want to put him down and he is underweight. She explained that being
a boxer he probably did have massive muscle and in his senior years has lost
that, that could be why I was seeing him as thin. Once I dried my tears and
gave her a smile, she got right to work!
Melissa carefully looked at labels on the dog food.
She explained what she was looking for in the labels and ultimately recommended
puppy food to fatten him up. She personally walked me all the way to the checkout and
throughout the entire store, she was extremely encouraging all the while
explaining to me that to try this meal plan, once in the morning, once in the
afternoon and once before I go to bed, and if it doesn’t work once he completes
this bag of food to come back and we would try something different.
When leaving your store I had a huge smile and a nice pep in my
step and couldn't wait to get home to Tyson! Once home, I set the dry food
on the kitchen floor while hauling in my other purchases, I came back in and he
was sniffing the bag. I mixed the puppy canned food, a tablespoon of
pumpkin and added the vitamins to his food as Melissa suggested.
I set the food on the kitchen floor only to notice Tyson gobbling it
down! I had to put some of it on a spoon towards the end because he couldn't
get it all. About a hour later he was whining at the bag on the counter. He
even put his front paws on the counter and tried to swipe the bag. I gave him
more. He slept great last night and he was finally snoring which I hadn't heard
in months! Tyson and was up and at 'em before I was this morning. This is highly
unusual because typically I have to wake Tyson up and encourage him to get off
the couch and go outside.
I let him out and when he came in while I was making my coffee
he did the same thing with the bag on the counter. I just laughed and poured him
another bowl this morning and he ate it
I saw a huge improvement
in Tyson after one feeding and an extra helping last night since he was so
happy about eating it. Melissa was so comforting, pleasant, understanding and kind. Thank you
for having her at your location to serve a distraught customer such as myself.
You have an exceptional employee in Melissa! She has real talent towards her
customers and her caring nature and willingness to engage with me as a customer
is profound and exceptional!
When we say we love all pets, that means ALL OF THEM! Kayla, a groomer in our South Bend store, didn't bat an eye when neighbor Candy brought her adopted pitt bull and pitt bull mix in for a nail trim. Kayla navigated pup Leslie's dog aggression by inviting her in for an early morning appointment and then putting her at ease by keeping her comfortable during the nail trim. Kayla is a great example of all of our paw-print characteristics at work - knowledgeable, neighborly, pet-centric and trustworthy. Great job!
Kayla with her own pup, Jake
Approximately seven weeks ago I adopted a 5 year old
pit bull. Unaware of his past, I decided to take him to the South Bend, Indiana, Pet Supplies Plus to have his nails trimmed. When I arrived I met a young lady named Kayla. I explained I did not
know his history and that he hated having his feet touched. She accepted him with open
arms and no fear of him being a "pit." I told her she could muzzle
him if she felt it necessary and she proceeded to tell me that she didn't believe
it was necessary and that he was a good boy. He acted like he had never had his
nails cut before but she was gentle, kind and very patient with him and did a
When we were finished I discussed with her my female 3 yr old
pit/American bulldog mix: she's had two ACL surgeries in the last two years, HATES having her nails done and is "special needs"--she is dog
aggressive. Kayla was more than happy to schedule an appointment first thing in
the morning, when no other dogs were in the grooming salon. When we arrived today
Kayla held the door open for us and greeted my dog Leslie with open arms and
again no fear or judgement. She worked around Leslie so she could be
comfortable while she clipped her nails even though it was an awkward position
for Kayla. And, once again, she was very gentle and patient with Leslie. I just wanted
you to know that it means A LOT to me that PSP does not breed discriminate and
that Kayla treated my dogs with love and respect and without judgement. Not to
mention, she did a great job! All too often I'm sure people complain about one
thing or another, but I want to say that this young lady deserves a pat on the
back. She has gone above and beyond her job and for this I am grateful.
This is a long story, but it's a good one. Thanks to neighbor Daniel for giving us all the great details of how team member Richard in the Medford, Massachusetts store helped save a baby bunny. He wrote:
I am emailing to express my sincere gratitude to you your
company and in particular one of your valued team members at the Medford,
Massachusetts Pet Supplies Plus location. Here is why. On Monday at
approximately 8:30pm my dog Dara alerted me to something in the front yard by a
bush. She was barking at the bush and working hard to get my attention. Once I
went over I did a little digging around the bush thinking she had lost a ball
or toy. I felt a soft and warm creature I moved back some of the grass and bush
and laying there were three baby bunnies.
Upon further examination we unfortunately discovered
that the nest had appeared to have been abandoned and two of the three bunnies
were deceased. This was of course a sad sight to see, however I was able to
find one of the lil fellas was alive and barley clinching on to life.
This prompted me to take immediate action being an animal
lover and caretaker of sorts I sprang into action. I began by warming the
baby bunny and wrapped her in a soft cloth. I began doing some research online
to determine the best course of action. I called all the animal rescues and
none were open. I then called the nearest pet store which happen to be your competitor.
I spoke to the young lady on the phone and recommended
kitten milk. I told her that I was on my way. She told me the store closed at
9pm and I told her I may be there a few minutes late, but it was imperative
that I got that milk to attempt to rescue and save this helpless bunny and to
let her manager know. I pulled into the parking lot and as I pulled in called
the store again to let them know I would be right there and another woman
answered the phone she said I had to speak to the manager Tim. I arrived to
their front door and walked in just as a customer was exiting still on the
phone with the associate with the baby bunny in-hand. As I walked in the
manager said sorry the store is closed. I attempted to explain to him the
circumstance and situation even showing him the helpless little animal. He said
firmly and sternly we are closed come back tomorrow. I replied, Are you kidding
me? I offered to pay fifty dollars for a can of kitten milk. I asked him where
was his compassion for animals? I reminded him that he is the store manager and that this had nothing to do with the store being closed it has
to do with helping a selfless little animal get the nutrients and food to
survive. I said to the manager it is 9:05 you cannot help? He again said no the
store is closed get out of my store before I call the cops! I was beside myself
I became upset and desperate and begged him to please just sell me one can of
kitten milk and I would happily leave. He again refused and as his employees
looked on in shock I asked one of the cashiers to please bring me a can of kitten
milk and I would happily pay for it and wait outside. At this point I was
outside the stores vestibule and the manager smirked as he locked the door.
Such an evil and uncaring man. It became clear to me that the manager Tim did
not live up to the company culture and that your competitor was not a smart place to go
to help your animal or pet in need.
This is where my story becomes a positive one and I felt
compelled to share. I was desperate and I know it was well after closing time
for many retailers and in-particular pet stores. I quickly Googled on my phone
and Pet Supplies Plus in Medford, Massachusetts appeared. I prayed that by some grace of God someone would pick up, and he did. Richard the assistant store manager
answered the phone and I explained to him my situation and all about the bunny
as I was driving in his direction. I respectfully asked him if he could
please help in this situation. He graciously offered his assistance and said he
would not mind staying later to
help out. As I arrived he was waiting for me to arrive opened the door
mind you it was well after 9:30 at this point and he had everything I needed
plus some additional supplies. He was so understanding and helpful and offered
some great tips. I am just amazed how one individual over another can make such
a difference in such a short time. In this case the power of nice truly
effected a positive and powerful customer service experience! Richard
went above and beyond and he is a superstar and lifesaver in my book I wish him
much success and hope that Pet Supplies Plus takes advantage of Richard and
offers him opportunities to continue to be successful in promoting the Pet
Supplies Plus brand. He truly is an ambassador and leader with a dedication to
his company, customers, and their pets and animals alike. Thank you for being
there for us when we needed you most!
Neighbor Kitty wrote to tell us about her consistently great experiences in our Elston Avenue, Chicago store. Not only does she mention the very knowledgeable John, who has helped her countless times with her pets, but also Harry, who's about to start his second career working with military and enforcement dogs. You see, when Harry was in the service he had a military dog. Harry's dog's story didn't have a happy ending, and Harry is looking to devote time and energy to make sure other military dogs do. Save-a-Vet rescues unadoptable service dogs and shelters them with disabled veterans for mutual healing and support. The whole Pet Supplies Plus organization felt like that was a cause we could get behind.
Here's Kitty's praise of John and Harry. We couldn't agree more!
As a long-time and forever customer of Pet Supplies Plus, I
am writing to you to tell you of your best store in your chain!I’m speaking of PSP at Elston Avenue in Chicago (and yes, I
know you’ve just opened a new store on Milwaukee Avenue but this remains your
I have ALWAYS appreciated your employees at this location –
their knowledge, their helpfulness, their willingness to go at length to
educate me about the pets I am about to purchase as well as what works and what
doesn’t.(I wouldn’t have my beloved
finches if it weren’t for John, who has been with the store 8(?) years and
helped me decide—and maintain their health.He is an EXCELLENT employee and an exceptionally hard worker).
But I am also writing about your exceptional manager Harry
Thomas, who will be moving on to what appears to be his second career (after
retiring) to work with military and enforcement dogs (as I believe he did in
the past.)He is an amazing person with
such happy employees, and it appears that Harry at the helm was the main reason
for their happiness.Thank you for
But a special thank you for your donation to SaveAVet.org
and making the drive country-wide.I
hope it was Harry’s influence that caused you to select that charity!A company that gives back is one I want to
buy from…always.So thanks again!
Read more about Save-a-Vet's mission and the great things they do by clickinghere.