Deer Park, New York Team Member Couldn't Sell Neighbor What She Wanted (and Won Her as a Neighbor For Life)

Sometimes the right supplies for our neighbors and pet parents aren't always the ones we sell!  Alberto in our Deer Park location saw an opportunity to help one of our neighbors with a crate used for item displays, and she wrote to tell us what it meant to her and Lady, her aging Jack Russell terrier:

Several months ago, probably back in March 2016, I visited your store in search of an elevated food bowl(s). My Lady (Jack Russell) was almost 17 years old. She was frail and weak. She would often fall into the bowls. She needed precisely the right height bowls so that she could comfortably feed . I measured and I knew what was needed. None of your products were the right height. I tried building my own stuff at home as well, with no luck. I searched other stores with no luck. It was heart-breaking seeing my Lady like this. We continued to help Lady as best we could. 

Your store did have something that was the correct height. It was the wooden storage bins that you display your products in. I spoke with Alberto and asked if I could purchase it. He was unsure and consulted with his boss. He did several things that morning, trying to find solutions for my Lady. He came back to me after talking with his boss and said that they could not sell me the storage bin, BUT wanted to give it to me in order to help Lady. My heart just filled with gratefulness and joy. I actually cried on the way home, as I felt we had finally found something to help her. It did. She was able to feed and not fall into the bowls. It made her remaining days more comfortable. For that, I am so eternally grateful. Alberto and his boss, that day, showed a simple act of compassion and kindness that I have not forgotten. Lady passed away on May 5. It was a horrible time, as we had lost our other 14 1/2 year old Jack Russell in October, 2015. My heart will never forget his effort and kindness. We recently adopted two Jack Russell puppies and you will have us as customers. Thank you, Alberto! 

Sunrise, Florida Team Member Takes Care of a Pesky Itch

Team member Jake at our Sunrise, Florida location received accolades from our neighbor Shelley.  Jake jumped to the rescue of two itchy golden retrievers with his outstanding dog food knowledge...

I am writing to let you know how much I appreciate the outstanding customer service I always receive from Stacey and your staff. Everyone in that store is awesome. I was at a complete loss of what type of dog food to put my golden retrievers on due to itching issues. They were both currently on Nutro Lamb and rice. The employee I interacted with that evening was Jake. I informed him of my concerns. He was very knowledgeable about your store's product line and seemed genuinely interested in helping me find the right dog food, which he recommended Zignature Salmon and Trout. Because of his efforts, I am very satisfied with my purchase. I will always continue to visit your store in future, as well as recommend it to others. Please let Stacey and Jake, as well as the other employees in your store, know that their efforts do not go unnoticed. You have a great team that makes customer feel respected.

Galesburg, Illinois Team Members Deliver Outstanding Neighbor Service

The team at our new store in  Galesburg, Illinois is really making an impression on neighbors.  Neighbor Charles took the time to write us a great note about how the magic just kept happening for him each time he came into the store!

Never before have I experienced the outstanding customer service I have received each and every time I have entered your new store location in Galesburg, Illinois. My mother, who is 91 years old, has a King Charles Cavalier, so I do most of her errands including getting all the needed supplies for her dog, Myron. So last week she needed several items for Myron, a new leash, a new collar, and a long length yard leash. The moment I entered the store for the first time, I was greeted by Tracey at the cash register who welcomed me to the store and offered assistance if there was anything I needed. I explained to Tracey I was looking for a certain length of yard leash and a new collar for my Mom's King Charles Cavalier. Tracey immediately guided me toward the correct aisle and she paged Sara who met me there in seconds. Sara described the variety of yard leash lengths you carry. Aury then assisted me with finding a collar, and demonstrated the adjustment features. I purchased the 2 items and took them to my mom's house, and she was very pleased with the quality of both items. But I had a slight problem adjusting the collar for Myron, so I took it back to the store and Stephanie was close by the register and offered to assist me adjust the collar to the right length. I explained to Stephanie that I had purchased the collar for my 91 year old mother's King Charles Cavalier. Stephanie immediately inspected the large metal clip that opens and closes the collar, to insure that it would be easy for my mom to squeeze the two clips in order to open and close the collar. Amazing that she was concerned about the ease of opening and closing the clasp for an elderly woman! I took the collar home after Stephanie adjusted it and it worked perfectly. Mom can operate it just fine. 

Oh, it gets better! Mom's dog Myron is overweight. So a couple of days later I went back to the store to explore lower calorie food options. I asked an associate where the lower calorie dog food was stored, and the Manager Brian was close by, and he said, "Follow me sir, we have a good selection to choose from." I had numerous questions about low calorie dog food products, and Brian was patient, polite, professional, and VERY knowledgeable about each of the products and answered all my questions thoroughly. I know for a fact that Brian spent at least 20 minutes describing the benefits of each product. So, I went back to the store today and purchased the Natural Balance "Fat Dog" product. When I entered the store today, Tracey was at the cash register and asked me how the new collar and yard leash were working. WHERE DID YOU FIND THESE PEOPLE?  You talk about an enjoyable shopping experience! You talk about superb customer service! I know a lot of people in Galesburg, and a lot of my friends have pets. I myself have a cat named Hannah. I assure you I have already highly recommended your store to everyone I know, and will continue to do so. I have been in the hotel industry for years as a front office agent, so I know the importance of quality customer service. It has to be priority one. Customer care is immediately evident at your Pet Supplies Plus Store in Galesburg!! Frankly, I would recommend someone to "shop" there even if they didn't have a pet, just to see what real customer service is all about. Thank-you for coming to Galesburg! 

Brian, Stephanie and Tracey are rockin' the house!

Stockton, California Team Member Helps Neighbors Manage Change

Changing our store layouts can cause havoc for our neighbors, and if we're not careful it can impede us in our mission to make it easier to get better products for their pets!  We never want that to happen, even when we're changing things around to ultimately make our products easier to find.  Our neighbor in West Stockton, California, wrote to tell us how a team member helped her navigate the store as it was changed from its original brand to a Pet Supplies Plus store, and how it made all the difference.

Cecilia was acting manager and probably still is in the Stockton store. She oversaw the change to Pet Supplies Plus with the intense re-stacking and placement of inventory, while still maintaining an informed and very comfortable engagement with customers. The transformation of the store into a very intuitive, organized place was even fun for those of us who have been customers for well over a decade. Her staff was equally amiable and comfortable, which says loads about her management style. In any case, I would like credit to go to Cecilia!

Wall, New Jersey Team Doesn't Monkey Around When A Little Girl Loses Her Toy!

Our district team leaders often contact us with stories of magical moments they witness in their stores.  This quick note from Jeff in New Jersey falls right into this category - and the story definitely has a little bit of magic!

The young girl in the picture is Olivia.  Olivia and her mom were in shopping at PSP this morning.  Around 2:00 PM, Olivia and her mom came back into the store, and Olivia was crying her eyes out.  While they were out running errands today, Olivia had dropped and lost her favorite stuffed monkey, and they went all over looking for it.  Unfortunately they were unsuccessful. We helped Mom and Olivia look all over the store, but had no luck.  The team members could see how sad Olivia was, so they brought her over to see the fish, the birds, the hamsters, and the ferrets.  (She fell in love with the ferrets.) 

In the meantime, the managers and I got together, and we decided to purchase a monkey that we sell at our store for Olivia to see if that would help make her smile again.  As you can see from the picture, between her new monkey, and the ferrets, we got Olivia to smile and be happy again.  Mom thanked us a hundred times and could not have been more appreciative of what we had done for her daughter. 

Really great work today by everyone in Wall, New Jersey!

Owosso, Michigan Team Members Help a Neighbor In Need

Team members with hearts of gold - they can be found working in our stores very regularly.  The Owosso team stepped up when they were presented with an opportunity to help a neighbor in need.  Their district manager Elissa wrote to tell us what she saw:

One of team Owosso's long-time and regular neighbors walked in and was immediately greeted with "How are you today?" The neighbor burst into tears. She had just cashed both her and her husband's social security checks, paid bills and was left with $60. This neighbor was going to use the $60 to buy food for her cats...leaving little to nothing for her and her husband. Before the neighbor finished explaining why she was upset to the store team leader, Julie, team members began pulling cash out of their pockets and wallets. When the neighbor finished speaking with Julie, all that was left to be done was load the goods and exchange sad tears for grateful ones. I am very proud of this team for many reasons, but most of all for what they did for their neighbor today.

Ballwin, Missouri Team Impresses New Mom of a German Shepard Puppy

A reviewer on Yelp sang the praises of our Ballwin, Missouri store, operated by John and Jeanne Sullivan.  She loved their expertise on food and treats for a German Shepard puppy...and all the other great things they do in the community:

Pet Supplies Plus is seriously a life saver. They are absolutely amazing. I couldn't be happier with their selection, services, and customer service. 

I am a pet mama to two kitties and a new German Shepard puppy.. Practically a zoo at my house, so things can be a little crazy... but the employees have made things easier for us. 

I have been a crazy cat lady my whole life so I don't know a ton about dog products, and they really helped my fiance and I get some good, healthy food and treats for our puppy. The associate literally walked through the whole store with us and went through her recommendations for our breed of dog. She was honest, and didn't just recommend products that were expensive just for sales. She went through ingredients of the food, helped us compare, and even gave us a sample to take to our puppy to make sure she liked it before we bought a whole bag. It's so important to us to feed our babies healthy ingredient dog and cat foods. I can't imagine feeding our pets anything with by-products, gluten-meal, etc. If you wouldn't eat it, why feed it to your pet? Okay, so done with my rant... Basically... we spend a lot of money on our pets so it's important to us that we found a place that we can trust their opinion... And Pet Supplies Plus is that place.

Another thing I love about Pet Supplies Plus is that they pay for the food for the local police K9s... I mean, how cool is that? And they also give a discount to police and military. Gotta support that. They even have a groomer and vets there every Tuesday evening. We brought our younger cat here for his shots and they were great with him. Just make sure you get there right when they begin, or you'll have to stand in a long line. We do have a vet, but it is just so much cheaper going to their clinic. I am very excited to meet the groomer, because I have heard nothing but good things about her. 

The prices are better than the competitors, the employees are extremely knowledgeable, caring, and want to help you. Couldn't be happier in a pet store!

Upper Arlington, Ohio Team Leader is Dog Nutrition Wizard!

Our neighbor service representative Lauren handles a lot of calls every day, and she particularly liked this one that came in from a new Redford Naturals user.  Lauren told us:

Our neighbor called in to say how thankful she is for the team at this store; especially manager Cyndi. The neighbor has five rescue dogs who all have allergy problems and the neighbor has had such a hard time finding dog foods that fit their specific needs. Cyndi is extremely knowledgeable and helpful and has worked very hard to help the neighbor find the right foods for each of her fur kids. The neighbor has switched all of her dogs' foods with the help of Cyndi and her dogs are now thriving! Each animal has a different diet but the base for her dogs is a mix of Redford Naturals Salmon and Lamb varieties; and her dogs LOVE it.  

On every visit Cyndi and her team provide the neighbor with the best service she has ever received. The neighbor has worked in management all her life and could not be more impressed with this team. She says the younger team members are always so polite and focused, and they always insist in carrying out her items. The neighbor is so appreciative of this as she does have an illness that sometimes makes it hard for her to carry large items. The neighbor also wanted to comment on how clean and organized this store is, and that all of the animals look so healthy and happy! She wants us to know what an outstanding store this is; she drives 30 minutes out of her way to shop here even though there is a another pet store 2 minutes from her home. She will be a neighbor for life! 

Those are always great calls to receive - thank you, Lauren, for sharing this story with us!

Carrollton, Texas Team Members Rock the Redford and the Positivity!

Max and Michael did everything right, and the neighbor, Joseph, was so happy he gave the Carrollton, Texas store a five star review on Yelp!  This just goes to show you, Redford Naturals, neighbor engagement and grab 'n' go carry outs are the secret sauce!

I went in and was greeted with a warm welcome from the young man at the register. I was then shown where my dog food, Iams, was in the store. I told the other young man, Max, that I was having problems with the Iams. He then showed me Redford and I was very impressed by his knowledge of the food. He carried the bag of Redford to the counter for me and Michael, who was at the register, was very polite and a great conversationalist.  He rung me up with enthusiasm and asked Max to stay at the register while he carried it out to my car for me. Overall they seemed to have fun with their job in a positive work environment. Great teamwork! I'm definitely coming back for more Redford and positivity.

Jackson, Michigan, Team Member Does Our Neighbor's Shopping

Our neighbor Cheryl wrote to us about her experience...or should we say her husband's experience?...with our Jackson, Michigan location.  Just when she thought her husband was going to help her out with her shopping, Jackson team member took that shopping list and ran with it over the finish line:

One day recently, I was unable to do my normal shopping. I had to send my husband in with a list, thinking that he would get the cat food. I was buying ten cases of Friskies cat food. I didn't know until much later that what he had done was walk in and hand the list to Drew and told him to get the food! Drew is an exceptional employee and a person! He did this for my husband with out any problems whatsoever. I never expected that type of service and I think he went above and beyond what was required of a employee! When I tried to thank him he told me that I had made it easy for him by sending in a detailed list. ALL of the employees at the PSP #12 store are very friendly and good with people. You can ask any of them for help and they will gladly help! You should use this store as a model for the kind of store a PSP store is.

A Dog With An Opinion About the Westbury, New York Team (and it's a good one!)

If pets are a good judge of character, then we are all for Luna's final decision on the competition!  Our neighbor Audrey wrote to tell us about her great relationship with the folks at the Westbury, New York store:

Luna loves this team!!

I wanted to take this opportunity to email you regarding the staff at the Westbury Pet Supplies Plus. I spend quite a bit of money on my animals and only give them the best of the best and that is how I feel about your staff at the Westbury store. From manager Ally to each and every team member here I believe I get the best service and best experience every time me and my dog Luna come here. Since the day 1 brought her in over three years ago...well, at 6 months she was a petrified pup, but Ally and everyone else went above and beyond welcoming her into the store.  Now she goes charging in! If she hears a voice she knows from an employee she will drag me to the aisle that they are working in to say hi. It's to the point that Luna will not go into any of your competition stores because she will not get the attention, She will actually drag me out of your competition's store. I wanted to say thank you so much for this staff!

Preschool Students Get a Classy, Educational Experience in Wooster, Ohio

Our neighbor Monica wanted to teach her preschool class about pet ownership, and Wooster, Ohio team member Krissy offered to show the class around.  This is what Monica had to say about the experience:

Look how those ferrets love Krissy!

I wanted to say what a wonderful experience we had at the Wooster Pet Supplies Plus. I am the lead teacher of a preschool head start program. A few weeks ago the children in our class were learning about pets. The children asked if we could purchase an additional pet for our classroom. They wanted a friend for our betta fish. I first called Petco in our area. They explained that we would have to do a self led tour and that someone would help our class if someone was available. My co-teacher, Danielle, offered to contact Pet Supplies Plus. I expected the same answer to our inquiry as with the other pet store. Danielle contacted Krissy. Krissy said they would be more than pleased to show our class around. She asked how large our class was and what we wanted from the trip. Danielle explained that we were looking to purchase a pet hamster and the children had some questions on how to care for the hamster. 

The day of our field trip arrived and our excited children were greeted at the door by the staff at PSP. The PSP staff had made a poster to welcome our class. Krissy showed us all the fish, snakes, mice (with new babies), birds, ferrets, and so many other things. She walked us to the hamster supply area. She helped us pick out a bowl, bedding, and food for our new friend. She asked more about what we wanted and recommended which hamster we should purchase. As we left, the staff gave each child a "goodie bag" with a stencil, balloon, and small candy treats. I cannot express how much we loved this trip! Having your store invaded by a class of preschoolers is probably not everyone's idea of a good time, but Krissy and the staff were helpful and welcoming. 

Thank you so much! 
Monica Mease and the Wooster 3 Staff 

Neighborly, Knowledgeable Service Sets Fairview, Ohio Store Apart from the Pack

A note from our neighbor Kayla really put a smile on our faces.  We have PSP team members who go out of their way to impact people's lives, but sometimes it's the little things that mean the most.  Kayla told us about her experience visiting the Fairview, Ohio store a few weeks back:

Hello! I am contacting you today to share a very pleasant experience, actually experiences, I have had at one of your stores. I have been to your Fairview Park location twice in the last few days for our puppy, Khloe. At first, we were coming to your stores because it was the only pet store that carried Diamond food. But today my visit to your store was to change our food, even with this, I will continue my shopping at Pet Supplies Plus. Today and last Friday, I was assisted by a young man named Joe. He is by far the most helpful and knowledgeable person I have ever run across in a pet store. He was so kind and attentive to what my concerns were. He had a lot of great suggestions and wanted to make sure I was getting the best option for my puppy. Today, as he was showing me to the collars, while holding my cans of pumpkin, he briefly stopped to assist an older woman put a box of litter into her cart. He then quickly grabbed the cans and apologized to me for stopping, obviously I explained that wasn't necessary. I want to thank you for training and hiring, Joe, he is a great asset to your team! Have a good day! 

Redford Naturals is Neighbor's Pick for Best Dog Food...Pleasant Valley, OH Team Beams

Store teams are doing a FANTASTIC job of getting the word out about Redford Naturals.  Getting introduced to the food meant so much to our neighbor Cindy that she sent along these kudos to the whole Pleasant Valley/Parma team.  Way to rock the Redford Naturals, guys!

I just wanted to let you know, you have some real amazing employees at the Parma store! They are all so sweet and helpful! One of the managers the told me about your new dog food. I have two dogs. One is a Great Dane. She is very picky. We have tried so many kinds of food on her. We decided to try the food that the manager suggested. We purchased the Duck and Potato (grain free). SHE LOVES IT!!!! She follows me to where we keep her food stored, with her tail wagging. Soon as she sees her bowl is filled, she runs to where she eats and waits (with her tail wagging). If the other dog doesn't eat all of his, she will eat his too!! I am so shocked and elated with this turn around! She seems so much happier, which makes us happier! 

Also, I wanted to let you know, I like the idea of the donation containers. Every time I am there, I purchase something for the dogs and cats. This store is one of my favorite places to go to. Everyone is so nice there! Employees even wave to me when they are at another end of and isle (when I first walk in). When I have to shop without my husband, they carry my dog food bags out to my car for me. You should be very proud of this store and the employees who work there.

Cicero, New York Team Member Wins a Neighbor for Life With Good Service

Our neighbor Kim took a moment to praise team member Ben in our Cicero, New York store.  The neighborly assistance he offered set us apart from the competition and won a neighbor for life.  Kim told us the story:

About a year ago I took my dachshund into your Cicero location and had him fitted for a harness. I do not remember the girl's name that helped us but she was very patient, knowledgeable and kind. Today,  I took my dog to Petsmart to get a better harness as he has short legs and gets out of everything I have tried with him. The nylon on the harness caused sores on his chest. At Petsmart, I waited twenty minutes for someone to help me and still got no help, I walked out and thought, the people at Pet Supplies Plus are much nicer! 

I drove ten miles in the opposite direction and so glad I did. I walked in, went to the leash aisle and wasn't there two minutes when Ben asked if he could help. He was very patient, very kind and very knowledgeable as was the girl in our past experience. To often people send complaints but don't think about the good experiences. I just wanted to take a moment and give Ben the recognition he deserves. I have never experienced nicer employees in any establishment and I will never shop at another pet store beside yours again. Thank you so much to Ben and all your wonderful employees! 

Grab 'n' Go Carry Out Dazzles Neighbors in Amherst, New York and Warren, Michigan

The Grab 'n' Go automatic carry out continues to set Pet Supplies Plus apart from the competition.  We've received notes from two neighbors who were particularly appreciative of our teams' efforts.  Neighbor Ann is Amherst, New York wrote:

Hello, just wanted to bring to your attention how amazing people you have working for you in Amherst, NY. I went to the store today to pick up some cat litter and cat food after exhausting day at work. When I walked in to the store the girl at the cash register greeted me with a smile. When I continued my way into the store, a gentleman pushing a cart greeted me as well and asked if I needed help with anything. When I got to the shelf with the cat litter, another young man runs to me and takes the litter box to the cash register for me. This same young man is waiting me at the check out and carries all my purchases to my car. I just want to thank all these exceptional employees of yours, they really made my day! There is only one pet store where I will be shopping after today and I will recommend your store on Niagara Falls Boulevard to everyone I know. THANK YOU!!!!! :) 

The Warren, Michigan team has their Grab 'n' Go on, too, and neighbor Jason was grateful for the help when he walked in with an injured shoulder, holding his 11-month-old daughter.  He told us:

I wanted to let you know what an awesome store you have and such wonderful employees at your store in Warren, Michigan. I came in out of a rain storm I had just hurt my shoulder and had my 11 month old daughter with me. I had asked one of the employees if they could help me out with some cat litter as I felt a little embarrassed being a big strong male. The employee said no problem brought the cat litter up to the register and wheeled it to my van. He loaded up while moving a stroller over and rearranging some groceries. He made a wonderful comment about my daughter and mentioned he was a dad too. This meant a lot to me. In a world where so much negativity is so overpowering I want you to know I appreciate your story and the wonderful employees that work there. Thanks again and have a great day! 

Keep those automatic carry outs coming, teams, they really make a difference!

Food Glorious Food! Hurst, Texas Neighbor Receives Great Service and Even Better Advice

Neighbor Peggy took time to give the team in our Hurst, Texas store a five-star Yelp! review.  She'd come in needing some guidance about food for her dog...and boy did she get help!  Here's what she posted:

I recently got a dog from a family who could no longer keep him. He was used to eating a very low quality food and I knew that I needed to change his food over to a better quality. After doing my research, I had it narrowed down to about 5 foods. When I walked into PSP, I was greeted by the cashier and as I started walking down the dog food aisle, another associate asked if he could help me. After explaining why I was there, he asked a number of questions about my dog and offered suggestions and provided explanations along the way. Once I settled on a brand and mentioned that I would be getting the smallest bag to ensure my dog would eat this brand, the sales associate got me some samples of the other brands that had been on my list and explained that if my dog just wouldn't eat the food I had purchased to bring it back and they would gladly help me exchange it for another brand. He then talked about the Preferred Pet program and how I would get coupons and even be able to pick out a pet toy at my pet's birthday.  

I loved being able to go into a smaller store and talk to someone who obviously loves and owns a dog who was knowledgeable, helpful, and friendly. While paying for my purchases, another associate struck up a conversation with me. I was super impressed and will definitely be back.

Parma, Ohio Team Takes Care of Dog and Owner in a Time of Need

Neighbor Pam and her fur baby Toby wrote to tell us how much she appreciated Miranda, Andy and Amanda in our Parma, Ohio (Pleasant Valley) store.  Turns out, both she and her dog ended up needing a little attention.  She wrote to tell us about the episode...

Hello, I'm writing to you to let you know what a wonderful staff you have at your Parma store. I had gone in to get my dog Toby microchipped. I had to put him in a shopping cart because he has trouble walking on the tile floor. He is quite big and I thought he would be fine but that was not the case. His pads on his front feet had slipped through the small holes in the shopping cart. The staff was quick to help me and free him from this most unexpected nightmare. 

While I was getting Toby out of the cart my back had gone into a spasm . I could not breath and was in quite a bit of pain. The staff was so helpful and caring not only for my dog Toby but for me as well. They called the emergency squad and got me ice for my back. They really helped me in a true time of need. I wanted you to know how thankful I am and express how grateful am for Miranda, Andy and Amanda. Thanks from the bottom of my heart!

Pam and Toby

"Stephanie Was the Reason I Stayed!" Says Bollingbrook, Illinois Store's Newest Neighbor

When you combine "neighborly" with a passion for the business, you get an experience like the one a Bollingbrook, Illinois neighbor reported to us.  Team Member Stephanie saw a neighbor quietly headed out the door and took a moment to let him know why Pet Supplies Plus is America's Favorite Neighborhood Pet Store. This is what the neighbor told us:

Stephanie was the reason I stayed!

I just moved to town and wanted to check out the local stores.  I was on my way out the door after a quick look and she insisted your store had the best deals in town.  So I let her give me the rundown and boy am I glad she didn’t let me leave.  I saved money signing up for a card, she helped me dig through my receipts in my wallet to get a jewel coupon and gave me a manufacturer coupon.  She did all this while still answering the phone and saying hi to people walking in.  She thanked me for joining the preferred family, too, which made me chuckle all over.  

All you can tell, she’s passionate about what she does.  Give that girl a raise, I’m sure she’s kept many others from leaving.  I’m not the first!

Stephanie's not letting you leave until you know how great PSP is!

The Perfect Toy is the Perfect Color...

Dogs aren't color blind, but they don't see color the way we do.  I remember how much my own lab loved his blue bear (he had a red bear that he never picked up!)  I know that team member Linda in West Chester, Pennsylvania, also understood Allison's need for THE RIGHT COLOR for her yellow lab, and she went above and beyond to find it for her!

I just wanted to send a HUGE thank you for the amazing service I recently experienced at your store. I came in looking for a specific color of a toy for my pooch that wasn't in stock. The team member, Linda, went out of her way and had the exact toy Fed-Ex'd to my local store for pick up. She also offered to drive personally to the other store and pick it up on her own time. My family was overwhelmed by her service and we wanted to relay our gratitude. It may seem like a silly thing to request a specific color of a toy for my 10 year old yellow lab but I can assure you she appreciates it more than words. Thanks for making pet ownership such a blessing. Have a great day!

Allison

Grand Rapids, Michigan Team Wins a New Neighbor For Life (and Their Dog LOVES His Food!)

Store team leader Rick and his Grand Rapids team really won the heart of our neighbor Emily when she stopped in to get her dog some food and a chew.  She tells the story best:

My daughter and I had THE most phenomenally helpful trip to PSP on Alpine at 4 Mile in Grand Rapids, MI earlier tonight. We did not have our dog with us, but nonetheless were warmly greeted by the cashier, then approached by one of the newer co-managers inquiring what, if anything in particular, he could help us find. 

We went in for a small bag of dog food since I brain-flopped before leaving work where I normally purchase my dog's food. The gentleman was VERY knowledgeable about all of the dog food on the shelves, asked if there were certain ingredients we were looking for or did not want in the food (which is awesome because my dog is allergic to chicken and eats the grain-free, soy-free, whatever whatever food.) When I mentioned to him that our dog was allergic to chicken and has been fed a grain free, soy free, corn free, salmon and pea recipe food because of her chicken allergy, he immediately steered us away from all food with ANY type of fowl-chicken, turkey, duck-and found us a bag of Hills Whitefish & Mixed Veggie food that was about $10. 

Our dog LOVES it. Our only other item of actual business there was to find an elk antler for the dog: she has synthetic Nyla bones but has had an elk antler in the past and, unfortunately, I lost it. The manager took us directly to the aisle where the antlers are kept and, even though truck was delivered this morning, the antlers were almost completely sold out! When I mentioned that our girl is an aggressive chewer I was introduced to 3 very interesting products, 2 of which I purchased. The first was an animal horn of some sort (bison, sheep...I don't remember) which I had never seen before, the 2nd was a product I had actually seen on an episode of the show "Shark Tank," and the 3rd was a digestible Nyla bone, solid as a rock. I was completely intrigued by the horn, obviously, and had every piece of relatable information about it give to me. Sold. I passed on the "Shark Tank" product because I KNOW my dog would devour it in a minute, but also ended up purchasing the edible, digestible Nyla bone because I'd never seen them before and given the rock solid strength of it, it seemed like a good product. 

After choosing the items I'd come in to buy, the manager I was helped by the ENTIRE time asked if I had any other questions or if I had other animals that I needed to purchase anything for. I told him I was pretty confident with what we'd decided on purchasing and thanked him for his help, and he proceeded to shake not only MY hand, which has NEVER happened to me before, but also shook my 7 year old daughter's hand, thanked us for coming in, encouraged us to have fun watching our dog try her new chew toys out, and asked us to please ask him or any other store employee if we needed any help. He was above and beyond helpful, knowledgeable, friendly, and focused on us. We also had a chance to encounter two additional sales floor employees who were equally as helpful, as well as the cashier who chatted with us while ringing our items up as though she'd known my daughter and myself for years!!! 

So, corporate gurus of Pet Supplies Plus on Alpine Ave. in Grand Rapids, MI, I hope you and/or the team at that location see this post and proceed in giving yourselves a WELL DESERVED pat on the back!!! I have NEVER felt so important as a customer as I did tonight. Thank you, thank you, thank you, for going above and beyond your job duties. I will no longer be visiting competitor pet stores, as I CLEARLY have found the one place with everything a customer wants and deserves!!!!” 

Dallas, Texas Store Team Leader and Staff Make a Lasting Impression on a New Neighbor

A very happy neighbor left a review for us on Yelp! and we just had to share it, because it says a lot about the quality of service at our Dallas, Texas location.  Store team leader Conor and his fantastic team earned kudos for their paw print behaviors from the second the neighbor walked into the store:

I have never left a review for a store like this, but after my experience today, I feel compelled to do so.  

Conor, with his pups Winnie & Pearl

I can say, without a doubt, that I have never been treated like a more valued customer at any retail store than I was here.  The second I walked in, two female cashiers stopped what they were doing just to greet me and other customers arriving. I strolled over to the dog crates, which were all stored to high to reach.  One cashier saw me looking up at them and immediately called a gentleman named Conor from the back room to assist me.  Conor went above and beyond to help me out.  He didn't just get the crate down and take off.  He asked me why I was purchasing the crate, what other issues I was trying to resolve with my dog, etc.  He escorted me down different isles to provide problem-solving idea, opening boxes of products to let me test them and measure.  Along the way, he personally greeted each patron in every aisle and their pets.  He was like a party host!   Even the guy who rang me up was super nice and took my stuff to my car without me asking.  

I must also mention that the whole store--every single aisle--is immaculate!  Everything is well-stocked, dust-free, and clean.  I was going to take pics but I was being shadowed by Conor-I didn't want to be creepy!  (LOL)

We own a business and value a well-managed workplace: happy employees, excellent processes in place, and tidiness.   This place is a true gem!  I will be a customer for life and will never step a foot into a competitor's store again.

Carrollton, Georgia Team Member Provides Needed Guidance for Human Mom of Brand New Pups!

Neighbor Brooke found herself making an emergency stop at the pet store when her dog delivered puppies and then needed immediate medical attention.  Hours-old pups can be very demanding, so she was relieved to find all the help she needed in Jake at our Carrollton location.  She wrote to tell us the story:

I just wanted to let you know about a great employee you have in the Carrollton store. I had just gotten to the store from the animal hospital. I had to admit my dog, who had puppies at home, and needed to keep them warm and feed them until my dog got released. I was still VERY upset and knew it would take me forever to find everything I needed. I went up to the register, told your associate Jake what I needed, and he did the rest. He got someone out of the office to take care of the front, and led me to each thing that I needed and explained everything to me. I can not tell you how much that experience meant to me. Jake is a very valuable employee to your company, and I truly appreciate his efforts on that day. Thanks for have wonderful associated at your stores! I will tell everyone I know, and continue to shop there. 

Team Leader Tonya and her Fabulous Dog Wash are a Huge Win for Neighbors in Austin, Texas

Our neighbor L.R. left a great review on Yelp about Austin team leader Tonya and the store's dog wash facilities.  Not only does Tonya and her team keep the dog wash area in tip-top shape, but Tonya went the extra mile to keep our neighbor coming back to address her dirty dog needs!  L.R. told us the story:

My husband and I have 4 dogs that each weigh over 45 lbs, so washing them all at one time is a chore.  We usually stagger the job -- do two one day, two the next -- but this time, had to do them all in one session because we were treating the house and hounds for fleas.

If you go to self-serve dog wash places to bathe your pooch, and want to have the best experience possible at an unbelievable price, go to Pet Supplies Plus (PSP). If you want to pay too much for lousy water pressure with inconsistent temperature, towels so threadbare and small it takes 15 of them to dry your dog, and management who thinks refunding the $10 for the wash makes everything better, go to the competitor.

Here are the great things about Pet Supplies Plus; all are the polar opposite of the competitor experience:
1) Staff is welcoming, courteous and attentive. I brought in two dogs, and paid for the wash, and by the time I got to the back, a staff member had brought back and was folding a hamper full of freshly washed, microfiber-type towels because he saw I'd need a few.
2) Two stations, one high and one low, mean less bending while bathing.
3) Nice long ramp for older dogs to walk up, vs. a short ramp of steps.
4) Water pressure is amazing! As is temperature; no dribbling/hot/TOO HOT/tepid/warm here. Controls very easy to regulate intensity of stream.
5) Shampoo smells good, is thick and lathers well, but also easily rinses out.
6) Towels, as mentioned already, were abundant and thirsty. Only took three or so per dog.
7) Blow dryer reaches easily to both stations, and is powerful!
8) Manager interested in making sure experience was good. As I said, I brought in and paid for two dogs, $10 ea (like the competitor). My husband came in 15 minutes later, helped me finish the first dog, then he took her out to get our other two. He paid for the other two separately. After we finished, we were in the parking lot loading up the hounds, and the manager came trotting out -- I'd left a dog brush in the back. We chatted, I told her what a great experience we'd had. She said, "You bought our 5-washes-for-$25 coupon, didn't you?" We didn't know what she was talking about. She asked us to hang on, she ran back inside, and brought us out the coupon -- and GAVE it to us. She said, "You should've been offered this when you purchased the multiple washes. So here you go." I was floored.

Four dogs are expensive and a lot of work -- I'm not complaining, just stating a fact -- so anywhere you can save time and money is appreciated. Yes, PSP is a little further out from my house than the competitor, but the extra travel time is more than made up for by how quickly the wash/dry is completed, how clean the areas are kept, and how important good customer service clearly is to them.

St. Clairsville, OH Team Builds Successful Partnership with Cat Rescue Organization

Our neighbor Ashley, the director of Back Street Cat Rescue, wrote to tell us how important her partnership with team leader Jacqueline and the whole St. Clairsville staff is to their organization.  Pet Supplies Plus appreciates the opportunity to be involved with their communities by partnering with rescue organizations, and it's great to see partnerships click the way this one has!  Ashley writes:

I am the director of Back Street Cat Rescue. We hold adoption events at your St. Clairsville store location and wanted to take a minute to express how much we appreciate the manager Jacqueline and her staff. We can always expect Jacqueline to be professional and extremely helpful. Her staff is always respectful of our cats and volunteers. They seem to really enjoy the cats and are so helpful to us. One example that comes to mind is that employees always help us load the many huge shipments of litter I order every month to my van. This is just one example!

We are grateful for the many donations of products from the store by the public which are collected in a bin. This helps us so much in providing for our rescue cats. Through our partnership with PSP, last year we were able to place over 300 cats into forever homes. We are truly thankful for this partnership with the St. Clairsville store as we foster in our own homes and adoption days at PSP are vital to our organization. Thank you again, and please let the manager, Jacqueline and her staff know how very much we appreciate their hard work and kindness. 

Chesterfield, Michigan Groomer Gets Four Paws Up from Her Furry Neighbors

Neighbor Cathie in Chesterfield, Michigan wrote to tell us how pleased she was with groomer Liz's work.  But, as Cathie tells us, it's really our furry neighbors who are most pleased!  She writes:

Had my two shih tzu pups groomed by Liz - she's great!  She did a great job with them, they look so nice!  You can tell when someone likes their job!  Clean facility, nice people who work there and are willing to help.  I will be going back for my pups' grooming and for other needs.

When I tell Missy and Molly, "Gonna go see Liz!" they get so excited!

Cathie gave the Chesterfield store, and fabulous groomer Liz, a five-star rating on Yelp.  Great work, Liz, for loving your job and treating your furry neighbors so well!

Pet Central Team Comes to the Aid of a Dog with Little Hope for a Home

There are already so many dogs in need of homes, and a special needs dog seems to have more than the average strikes against her.  Such was the case for little Shayna, who was looking for her forever home.  She sat in an animal rescue in New York, waiting for a forever home that might not come.  The workers at her shelter wrote:

This is Shayna and she is as cute as a button. She's only 6 lbs, but has TONS of personality and a lot of love to give . Her original owner cut her tail off and damaged the spinal cord, which also caused neurological damage. As a result she cannot feel when she is going to the bathroom. She has been to the vet and sadly, there is no surgery they can do to fix her condition. We know it is going to be really hard to find this angel a forever home.  She will need a patient owner, who is willing to change her diaper, make sure she stays clean, and who understands that even though she wears a diaper, she loves to go for walks. She is only 5 years old, gets along well with other dogs and cats, children of all ages, but would absolutely LOVE it if she could be your one and only. She is the true definition of a lap dog.

Our neighbor Lisa, who shops at the Manhasset store, contacted the folks here at Pet Central, and suddenly help was on its way.  With the help of our pet partner at Central Garden and Pet, merchants Tim and Reina committed to a year's supply of diapers for Shayna.  Lisa wrote a quick note to us:

Thank you so much for taking the time to speak with me about this beautiful dog that had her tail docked and lost all feeling when she needs to go to the bathroom. I am so happy that you're willing to donate diapers since she will need them for the rest of her life, covering this cost will be very helpful in getting her adopted…she has a fabulous personality and should not be euthanized because of this human-created issue. 

Thank you for helping make a difference for this beautiful dog. 

And, as luck would have it, Shayna got adopted! Great work, Tim and Reina, for helping this wonderful pup get a second chance! 

Livonia, Michigan Team Member Helps Katy's Mom With Some New/Old Food and Wins a Neighbor For Life!

Neighbor Sashae wrote a quick note to tell us about her wonderful experience in our Livonia, Michigan store.  Apparently, her dog Katy was allergic to the new food she was being fed, and Michelle stepped up to save the day.  Not only did she show compassion for the dog's condition, she made it super convenient for the neighbor to stop in for a bag of her old food and saved her some money, too.  Sashae wrote:

I just wanted to take the time to say how much I appreciate Michelle and John. I called yesterday because I had purchased food for my dog Katy about a month ago and it broke her skin out severely to thee point of bleeding! When I called the store and advised the info provided by my vet about the food, Michelle didn't hesitate to assist in helping to determine the difference in ingredients between her old brand and the new. The level of compassion she showed on the phone made me feel as if my Katy was hers. When I went into the store John was already briefed by Michelle of the situation and was super pleasant in seeing that the food was changed back. To add to the high level of customer service, she already had Katy's old brand waiting for me by the register and even hunted down a coupon to help save me money! I could not have asked for a better experience and they both deserve my most sincerest thank you. Because of Michelle I can assure you I will never shop anywhere else for my Katy Bear.

What Do We Call Neighborly, Knowledgeable, Petcentric, and Trustworthy Service in Yorkville, Illinois? We Call Him Ben!

Team Lead Ben in our Yorkville, Illinois store is so spectacular we've actually received two notes about him in very quick succession!  Neighbor Evan praised Ben for being knowledgeable and helping him find a new food for his pup.  Then, Danielle tapped into Ben's cat knowledge when she needed help with licking and litter issues.  She was pleased as punch with his assistance, but then wowed when he carried it all to the register and to the car for her.  Way to bring the Paw Print behaviors alive, Ben!

“To whom it may concern, I just wanted to tell you how happy I am with your store in Yorkville.  It is convenient and always has what I need.  I love the self-service bath too!  Your staff is always friendly which is my point of writing to you.  I would like to recognize Ben for his excellence in customer service.  After hearing B2B (Back To Basics) was going out of business, he walked around the whole store until I found the bag which I thought would work.  My pup loves his new food.  Without Ben’s help, I may not have found Zignature.  I just wanted to say thank you!  Ben has also carried my dog food out to my car each visit!  I greatly appreciate his help!”

Thanks!

Evan

I would love to start off by saying, AMAZING CUSTOMER SERVICE! This past week I visited this store for the first time and actually it was by accident I did. I was on my way home from work and just stopped at a grocery store to pick up some things for dinner. I left the store and while driving realized I forgot to grab cat litter. I did not want to have to turn around and go back. My other pet stores I visit were off the beaten path. Then it dawned on me that I would be passing by your store. I decided why not and gave you guys a try. Boy I am glad I did! I stopped in and immediately your associates greeted me and asked if they could help. I explained I was looking for a way to get my cat to stop licking and my other cat has a litter problem. Your associate Ben took me under his wing. At first I was kinda judgmental because he seemed so young in age. However, his knowledge with cats put my mind at ease and I fully trusted his advice. We looked at some creams and gels, he began reading each bottle trying to find me the best one. He was unsure if one was safe to put on my cat and I told him I would do some extra research at home. He wasn't pushy at all, which I liked! Then I explained my cat issues with the litter. He was helping me for a good 20 min. and gave such great recommendations. I picked out a liter and he carried it to the register for me-w/o me asking. Once I paid- he even said "here let me take this out to your car for you!" I was in shock! Your customer service is TOP NOTCH! Ben may be young but I was most impressed with his kindness, A+ customer service, and knowledge. I will be back for sure! Thank you for making my shopping experience a great one! 

Thank you,
Danielle

Sensitive Pup Treated to Dog Wash and Neighborly Service in Robinson Twp, Pennsylvania

Krista and Anna in Robinson Twp, Pennsylvania made a great impression on our neighbor Frances when her dog needed a quick clean-up.  Krista and Anna evaluated the situation and decided a self-wash was the best solution for this sensitive dog's needs, and in doing so, won a new neighbor for their groom room!  Frances wrote:

Our family recently welcomed an abandoned, severely emaciated, verbally and physically abused purebred German Shepherd into our home.  And, although we have always had mutt mixes from the local shelters, we have done everything that we could to help this poor pup since we got her in May of this year.  She has now been licensed, vaccinated, spayed, chipped, nutrified, and continues to be provided with regular veterinary care.  She has been introduced to the other animals in the house with great results, and now considers herself to be a member of our family.

Part of her normalization has been regular exercise and training.  Today, we didn’t have a lot of time to spare, and following an afternoon of playtime at the park, we ran into your store to see what we could do about the dirt and mud she had on her thick coat and legs.  The first thing we noticed as we entered the grooming salon was how clean the space was, and we were immediately met by two smiling, energetic, happy groomers who went out of their way to see to it that our fragile pup would feel welcomed and not frightened.  Krista actually came out to talk to and pet our dog, talking to her in a calm manner, that made her feel comfortable.  When we explained our situation and time constraints, Anna told us that they would not be able to perform a full/thorough service on our dog, as there would not be enough time-especially to dry her coat properly.  Also, she was very sensitive to the fact the dog had only had one or two encounters with groomers since we got her, and that rushing the process would not be advised, and possibly prove to be counterproductive in her post-traumatic rehab.  After speaking with both groomers for a while, which further acclimated our pooch to the surroundings, they recommended the self-wash area, so that we would be able to stay on our schedule for the day, and still meet our dog’s needs.  They both took the time to explain the procedure, offer helpful tips, answer questions that we had about her breed, and continuously talk to our pet in a caring, compassionate, and considerate manner.  At no point in time did they try to push any services on us or rush us, and both young ladies maintained constant eye contact, diligently focused on the issue, and spoke in a clear, audible tone and pace, which is a huge help to those of us that are older!

We were very pleased with the self-care wash, and are anxiously awaiting our next visit at your store so that we can have our dog professionally groomed by Krista or Anna.  They provided outstanding, quality customer care by demonstrating a courteous, professional, patient, and thorough explanation in every aspect of our encounter.  They truly did work to understand what our needs were and pursued an appropriate, time and pet-sensitive resolution to our issue.  This type of efficiency, honesty, and concern is something rarely seen today.  They have surely made us loyal customers to your store!!!  We appreciate the work ethic and positive attitude that Krista & Anna demonstrated, as well as their proficiency and diligence to service our needs.  Congratulations on having such wonderful, exemplary employees!!

Lost: Runaway Dog! Found: A Neighbor Who Will Never Shop Anywhere but the Springfield, Ohio Store!

Neighbor Bethany wrote us to tell the story of her wandering dog, who went on an unauthorized three-day tour without his mom!  Store team leader Michael caught Bethany's mother putting up a flyer and went the extra mile to help her find the wayward mutt.  Then, once found, he got a free groom to wash off the remains of his crazy journey.  Bethany wrote:

Hello, I just wanted to send an email about your store manager at the Springfield, OH location, Michael. My dog broke our fence and got out for almost 3 days. We started putting up flyers around the neighborhood and local stores. My mother went to your store to post our flyer on the bulletin board. She was leaving after she put it up and Michael called her back into the store and proceeded to post for her on a Facebook page for missing pets. Going out of his way to help us with posting and sharing and even calling us on Christmas Day to see if we had found her! (We got her back, by the way). 

And even after all this he invited us back to his store for some extra Christmas cheer for our dog including a free groom for a dog who had been in the wild for 3 days in the pouring rain which would be no easy task! I seriously just can't believe a person would genuinely care and take so much time to help a complete stranger! I just wanted to thank you for hiring such a person. I have always been a shopper of Pet Supplies Plus. I have another rescue dog and a rescue cat but I can assure you I will only be shopping here for all my animals need and telling everybody I know about this amazing experience. Michael needs a raise or a bonus or a promotion! He is truly a person you want to keep in your business! 

Thank you! 
Bethany 

Neighbor Drives By the Competitor to Receive Superior Neighborly Service in Brighton, Massachusetts

What makes our neighbors drive past the competitor to us?  Our people, of course!  This was just what neighbor Rabiah told us in the note she wrote about Jen in our Brighton, Massachusetts store.  There's not an infirm pet or a lost wallet involved in this story below, it's just praise for consistent, neighborly service.  And isn't that really what we're all about?  Rabiah writes:

I wanted to take the time to let you know what an asset Jen B. is to your company. Before I had met Jen in the Brighton store, I would always shop at Petco which is closer to my home. After I received the wonderful consistent service that Jen has provided to me in the store each and every time I was there, I ended up shopping at the store for the last 2 years. Even though it is a bit out of the way for me, it is completely worth it. Everyone in this specific store too is always so helpful, and friendly. I literally shop there every other week, or at times every week. I know myself having my own business, how hard it is to find such great employees like Jen, so I hope her efforts never go unnoticed. She has gone out of her way for me many times, trying to order food the store did not have and so many other incidents. Even taking the time to tell me the most important ingredients and percentage of specific nutrients I cared most to know was in the food for my rag doll cat.

So very impressed with her, I truly never leave that store without feeling great and well attended to. Its sad and unfortunate the customer service you get these days at almost every establishment, so when I am treated this way I make sure to make it a point to acknowledge the person in charge. Please I hope you can share this email to Jen, so she knows how much I have appreciated her services.