PetStock review: Store manager at Bathurst Store NSW

I received from my son's girlfriend a gift for my birthday and mother day as they were one day apart this year. My future daughter in law purchased two summer rugs from your store. They are the wrong size. I might add that she knows absolutely nothing about horses. I did not want to upset her by telling her that they were wrong.

I travelled 100 km to Horseland in Orange. They told me that they did not sell that brand but Petstock do. I went to the Campbelltown store Petstock and the two lovely ladies told me that they do not have any horse stuff.

I told her my story and she said Bathurst would be happy to help.
How wrong were they although they were very nice.

Today I drove 110 km each way 220 in total to go to you store.
I told the gentlemen the story of my daughter in law and he asked if I had a receipt. He said store policy states you have a receipt.
I said Australian Consumer Law states if I am not happy or it is the wrong I can exchanged. Which is what I asked for not a refund.
In fact, I was going to buy 4 winter rugs for my horses. Headstalls etc.
The exchange became heated. I stated that my son is a lawyer and I do about consumer law. He stated well bring him in to the store.
I raised my voice any consumer supersedes your policy.

He yelled and yelled and screamed at me to get out of his store.

I left, then returned and asked if he would scan these to see if they did in fact belong to this store. He said they do.

I left and I cried for 110 km. Never have ever been treated so badly as I did today. This man has not customer service at all.

So now I am stuck with two rugs that are absolutely useless to me.
Thank you Petstock. You have now lost me forever as a customer and my future daughter in law and my son will never step foot in one of you stores again.

I have worked in the frontline for 40 years and we were told to ownership of a customer issue and try and solve it.

Karen Bright

Thank you for treating an old lady with total disrespect.

Your website said exchanges are at the discretion of the store manager.