Petstop - Onehunga

Extremely Dodgy and Rubbish Business!! We happened to land there on a Sunday by pure BAD luck to pick up Dog food for my one year old Shihtzu. We were looking at purchasing Nutro (Brand Name for the food) but since that was not available we decided to listen to the guy serving at the store. As per him Origen food was awarded the best in the last 2-3 years and it was organic and everything else that made it sound like the best food in the world. Even though both me and husband were hesitant, we picked up Origen Adult food with Chicken and Fish on a trial basis since he agreed we could always exchange if there was an issue. Two days later I went back to exchange the food (Origen did not go well with my dog, he got lose stools after eating that food, probably from the fish!!) and that is where the actual customer service role needed to be played!! They failed at it. We live in Papatoetoe and work in the city. Since, my husband was tied up with work, he sent me a picture of the original receipt and I wrapped up 2 hours earlier from work just to make sure my dog had an exchanged pack of food for dinner that night. I left work at 3PM and considering the traffic and walking from office to car park and the fact that I am expecting and trying to make ends meet already, I managed to reach their shop in Onehunga at 4:15PM. When I got there, firstly the same guy who sold the food to us had already forgotten me 2 days later, secondly he asked me to give a reason why I wanted to exchange the food which is fair, but what was not fair was him asking me to continue to feed my dog for few more days even though I told him my dog has lose stool. When I insisted on an exchange immediately he finally agreed and asked for the receipt. I showed him a picture of the original receipt which was a very clear photo of the receipt, with the date, time, amount and description of the items bought. He refused to accept that as a proof and asked me to the bring the actual paper receipt!!! He could easily find a copy of the same receipt in his system but he refused to do so and when I asked for a reason, he said - "YOUR PHOTO IS NOT A PROOF ENOUGH!! WE NEED THE ACTUAL PAPER!!'' I had left work early to make it to their place to make sure my dog has dinner, It was impossible to go back to the city to my husband and pick up the actual paper and drive back on time to make it to the pet stop before they close at 5:30PM at those peak hours of traffic!! The pet stop Management and the guy at the counter were absolutely pathetic because the same receipt that could be printed out of the system again to prove that my receipt was a true copy of the original was not done! They refused to even let me take the dog food and come back with the actual paper receipt on a saturday which I offered to do. They refused to believe me even after I said I would email them confirming I would come back with the actual receipt on a Saturday and mind you I was picking up another brand in return and paying extra for that before offering to come back on a Saturday to return their paper. HIGHLY RIDICULOUS RULES!!! YOU GUYS ARE A PIECE OF CRAP!!!! I WOULD TELL ALL MY PET OWNER FRIENDS ABOUT YOUR **** **** SERVICE. YOU GUYS TRICK PEOPLE INTO BUYING YOUR FOOD BY SAYING SUCH AWESOME THINGS ABOUT YOUR STOCK BUT TO BE HONEST YOUR STOCK IS NOTHING BUT ****! YOU REFUSE TO HELP WHEN IT WAS REALLY NEEDED!! MY DOG IS ALLERGIC TO MOST THINGS AND HAS SKIN ISSUES TOO BUT YET I DECIDED TO LISTEN TO YOUR RANTING AND BELIEVE YOUR BRAND IS GOOD ENOUGH. BUT LOOK AT YOU, EVEN WHEN I HAD A TRUE COPY OF THE RECEIPT AND PROMISED TO COME BACK WITH THE ORIGINAL RECEIPT BY EXCHANGING FOR A MORE EXPENSIVE BAG OF FOOD, YOU SAID THAT IS NOT PROOF ENOUGH! SCREW YOU AND SCREW YOUR SERVICE!! ABSOLUTELY DISGUSTING!!! NEVER EVER COMING BACK TO YOU!