I love the selection of cat food and litter. The prices are higher than the grocery store, but I know I don't have to worry about the quality of the food I buy for my cat. Customer service is great. However, they don't always have what we're looking for at the time we are looking for the product. I also wish they had a rewards program. I will keep going here when needed.
I have been going to this store since I got my dog Stanley 2 years ago. I bought all my supplies when I first got him crate, toys, bed etc. Since then I have bought every bag of food. In all that time I mostly dealt with a seemingly nice lady named Sarah. Sarah never seemed to remember who I was which isn't that big a deal. But then one day another employee rang me up and informed me that the food brand I buy has a policy that you receive the 11th bag free if I had an account with them. I was a little shocked this had never been mentioned to me before since I had bought 6-8 bags of food previously. Again this was forgivable but I mentioned this to Sarah who blew me off. So I started thinking about going to a new store once I received my free bag. Recently Stanley got really sick from his food which involved multiple vet visits, feeding him a bland diet, and of course lots of stress. I called the store on Sunday to inform tell them about the bad bag of food and I was told I would get a call backwhich never happened. I waited till Wednesday to call back and Sarah answered the phone. Mind you I didn't want anything from the store but a solution to the problem and maybe my money back from the bag. She blamed me for everything and wasn't the least bit concerned for Stanley. She basically told me there was nothing they could do even if I talked to the manager but she would leave him a note and he would call me before 4 the next day. I never received a call so I called back the next day around 5 and spoke to the manager who seemed rushed and told me he was in contact with the food brand and didn't have a solution at that time. I was called back about a hour later by a woman named Tanya who told me they would give me a refund if I stopped in today which I did. As I walked in Sarah was helping a customer. The customer was asking her questions about toys. She stared at me with a disturbed and critical look on her face which I ignored and walked to the counter where the helpful Tanya was checking out a customer. Sarah actually walked up to me to ask me if I had actually talked to the manager as if I had no right to be there. Ignoring her customer in the process. I again ignored her and Tanya interrupted her and said that she was taking care of it. At no point over this entire ordeal did I ever raise my voice or use profanity or be rude in anyway I was just looking for a solution. I work in customer service and I can't understand why this had to be such an ordeal. But thank you to Tanya you were very helpful and you are the only reason I gave 2 stars. I will not be returning to this store ever again because of Sarah she really needs to learn to deal with all of the general public.
The Animal House is a US Store based in Westbrook, Maine. The Animal House is located at 11 Main St #9, Westbrook, ME 04092, USA.
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