Unfortunate that this particular employee was anywhere near the reptile dept. I can not defend the entire company but usually if a compitant employee is working near a department, or responds to a page, we try I repeat try to make sure that they are certified with the animals in that department. Sadly not all are and like everywhere you go you get people who think they can make something up(which petco frowns on) instead of telling the customer sorry I don't know, let me get my manager to better assist you. We tell our new hires to NEVER make something up, if you don't know ask a associate that does. On another note the associate should have offered the customers money back. This experience saddens me being someone who does the right thing, i have all four departments certifications and if i do not know a customers answer, I will A.find a Manager who does or try to find the answer in petcos many resources, this after saying to the customer "That is a good question, let me see if I can find the right answer. Please do not judge every employee by a few bad ones.
Originally Posted by aisteach75
