Trouble @ a certain pet store

Leslie2k · #1 02-13-2008, 11:21 PM

I took my brood to a certain pet supply store last night to look at the fish. I had my 21 month old son in the child seat of our cart as the rest of us looked at the fish. He was happily sitting there, watching the fish, when BAM! The whole front part of the cart (under the handle) came loose and swung up towards the handle. He ended up basically lying on his back, hanging somewhat above the basket part of the cart, wimpering.

After checking to make sure he wasn't hurt, I hauled the cart to the first employee I could find, a cashier who didn't know what to do other than tell me "Oh, that happens a lot". I immediately asked for a manager. When he came up, I showed him the cart and explained what happened. "This has never happened before" according to him. I informed him that I had already been told otherwise. He assured me that he was going to tell the store manager about in the morning.

I'm not convinced, based on the cashier's comment, that the store is likely to do anything about it. I wrote a complaint on the website and asked to be contacted by both the store manager and his or her supervisor so I know that someone is taking it seriously. Imagine if that had been an even younger child who hadn't stayed in the seat when it flipped!

**theworm**[$] · #2 02-13-2008, 11:26 PM

if they don't respond quickly, I would make a fuss with the newspaper, the local tv, the better business bureau, etc. Thank goodness your son wasn't hurt, but he was lucky!!!

**lynnzop**[$] · #3 02-13-2008, 11:29 PM

Yikes.

What Wormie said...if you don't get someone to respond quickly, you know how it works in retail. Make lots of noise.

**hadassahchana**[$] · #4 02-14-2008, 01:40 AM

OMG! That is so scary- I'm so glad he;s ok. I'll bet you needed a margarita or 3 when you got home, though.

mtbat · #5 02-14-2008, 08:12 AM

Oh my Freaking God-thank GOD he's okay but the store didn't handle that right-did they get your number-anything-so they could check on your son?

when Ds fell out of a cart at Albertson's someone from the corporate offices called me the next day to see how he was-he was fine, the huge fuzzy padded snowsuit probably saved his head-and I'm sure they thought I was going to sue, but he was fine-if he hadn't have been I don't know what I'd have done.

Leslie2k · #6 02-14-2008, 08:38 AM

No, the manager didn't take my name or number, just told me that he was going to mention it to the store manager. Not good enough. Not even close.

**pippadaisy**[$] · #7 02-14-2008, 09:25 AM

Yeah... I wouldn't even wait for a reply. The HELL?

Leslie2k · #8 02-15-2008, 07:56 PM

Here is the response I got in my email today. Note that I wrote an email and did not call. I'm fairly happy with the response, although his spelling/grammar leave me wondering a bit about their leadership requirements:

After reading your call to the customer service center, let me assure you that I dealt with this immediately and took it very seriously. First, I hope that your son was not at all injured, nor scared to bad with this incident. I went through each and every cart that we have in the store, and it looks like one of them had some sort of manufacturing defect. The ridge on the bottom that keeps what happened from happening was not high enough to prevent the seat part from swinging out. I did also find one other that looked like it could be a problem in the future, so both carts were destroyed so that they will never be used again.

You have my deepest apologies. I fully understand how scared you and your son must have been when it happened. If you wish to contact me directly, I can be reached at:

**theworm**[$] · #9 02-15-2008, 08:07 PM

He is a horrible writer, but I would be satisfied with that response too.

**hadassahchana**[$] · #10 02-15-2008, 11:44 PM

It's a good start. I'd rather see how he follows that up with a letter to head office, and also to the manufacturer of the carts. That's one heck of a defect, and we are all lucky that your precious little baby is ok.

**lynnzop**[$] · #11 02-16-2008, 07:18 AM

Glad you got something back from them, hon. It would be enough from this former retail manager.

Magick1 · #12 02-16-2008, 11:03 PM

Wow, so happy to hear your little one was not hurt! I could not image the fear and anxiety that you went through making sure he was ok.

mtbat · #13 02-18-2008, 07:33 AM

I'm glad they responded. and I wonder-if this is the same Pet store I had to raise he** with over the hermit crabs. DD had one hermit crab die, so we were going to replace it-out of two major chains locally only one carries hermit crabs. Most of the one's they had were dead in the cage.

I raised hell with corporate when the store gave me the run around, I've been back and haven't seen the same issues since.