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July 2024 by Ray Kuwabara
I'm only giving 2 stars due to the one worker being absolutely great with me, otherwise it'd be a 1 due to this other worker. It's amazing how this other one still works here considering quite a few of the low star reviews seem to be in regards to this woman, and a few of them with the same specific issue I've had.
I usually go to the Ancaster location, but was in Waterdown a few days ago so went to this location to purchase about $400 worth of products for my new dog. I had dealt with the 1 star worker both times. I went back today to return a harness, collar, and dog food, I was on the cash with someone else and the older woman was on the other one helping someone else. I guess the worker I was with was unsure about how it needs to be refunded so she asked the older woman, the older woman told her that if you buy in cash it must be refunded on a gift card. I asked her if they're unable to do cash could they put it back on a debit card and she said no, it's only a gift card you get back if it's paid in cash. I told her I've returned things multiple times in cash, sometimes that add up to well more than what I was returning today, and this has never been a policy I've been made aware of. Then somehow it changed to 'well if it's over a certain amount we can't give cash back, if we don't have it in our tills'. I said that I understand and that's perfectly fine so how about I return one thing (that you definitely should have the $30 in the till to return in cash, otherwise how are you giving change to other people?) and then I will take the other 2 items to the Ancaster store and they can give me the rest there. The supposed policy changed once again back to no it's only on a gift card, and any other store will have the same policy I decided I was done dealing with it so I said to the cashier I was originally dealing with thank you for your time I'm just going to take my things back and bring them to the Ancaster store and do it there. As I was walking out she once again very conceitedly told me that 'You do realize if you take it to the Ancaster store they're just going to tell you the same thing right? They're not going to be able to give you cash for it.' I said that's okay I will let them tell me that, thank you.
There is no mention of these supposed policies on the website or the receipts so either management has not trained their staff on their own company policy, or the worker here just decides the policies based on how they feel that day. I'm going to assume today's issue was the latter because I went to the Ancaster store and they did not infact have the same policy that is apparently company wide and ever-changing, and was able to return all 3 things in cash with absolutely no issue, as expected.
This interaction honestly made me consider whether I would like to spend my money with this company at all again, but decided since I very much like the Ancaster and Burlington stores, and they have never given me any issues in the years I've been shopping there that I just won't ever return to this one in Waterdown.
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July 2024 by J M
Updated- the manager took very good care of me after I spoke with head office
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July 2024 by Sarah Kanda
They always have the food in stock that I need and the staff are always extremely helpful and informative, especially with a little one in the vehicle they always go the extra mile to help me out will always return
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April 2024 by Sally Shaw
Had a problem with a product I bought at this location, I contacted the manufacturer and they had done the legwork for me to return it to the store. Got treated terribly by one of the associates here, Patty, and left the store being told I was wrong, that the manager was away (when I knew that wasn't true because of what the manufacturer had told me) and that there was nothing they could (or would!) do about it. Management needs to evaluate your customer service as Patty needs to have some disciplinary action for her attitude to customers. On the other hand, Bree and Haven were LOVELY and when I came back AGAIN to deal with this issue, they were so helpful and friendly. Management, its not worth it to have associates with a bad attitude, it sounds like this associate has been rude to others based on these reviews, it is absolutely not acceptable.
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April 2024 by Jim Hendrix
Pretty much cat and dog stuff... higher end foods and such... great selection of treats for cats and dogs... no smaller live animal in shop
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March 2024 by Liberty
I've had enough, I will not be returning!Every time I have step foot into this location I have been treated differently because I will use the email coupons Ren gives to you for most of my miscellaneous products other than food. With food I most of the time buy it all in bulk when there is a deal on. Today was the last straw, I had gone in to redeem my cats birthday gifts that was on February 2nd but I had been away up until now. When I entered the store this one worker (older lady with white hair) who for some reason does not like me and is the issue every time I go in, last time I was going to switch my cat to kibble as she has been on canned food her whole life and we were on the fence about what she'd like, when I asked about a Ren's promise she had said it was only for "discontinued products" that makes absolutely no sense! Anyways, thankfully she did like it so we went in to get her a larger bag, we got one that was damaged and was 15% off. At checkout, she hovered over the other employee and removed all she had put in and made her re-scan it all after she had personally checked that the email had been sent to me. She also tried to argue with me saying that it won't work because it's only valid for the birthday month and no longer, but I had thoroughly read the email and there was no expiry date and to her surprise it worked. Going back to me trying to save money, she had made a sarcastic comment about how many discounts and coupons we were using... I have had enough with issues every time I enter that store, I will drive to Ancaster or Burlington if I need anything from Ren's. Never going back.
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March 2024 by steve thompson
Super helpful staff.My two Labs love the stuffed esphogus treats.Great experience here.
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February 2024 by Mike R
The staff is very polite and helpful
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February 2024 by Irene Freeman
Staff support, pet variety of food, treats for pets, fair prices, comfort items for pets to sleep or rest at home, toys for pets
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January 2024 by Sharon Jimmo
Love this pet store, staff very friendly and helpful
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December 2023 by projectguy Tom
Good in-stock selection of products for cat. Friendly and knowledgeable staff
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November 2023 by Robert Van Amelsvoort
The had the cat food my cat really likes. Hopefully my cat will like me now.
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November 2023 by Tom Buttenham
Friendly staff
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November 2023 by Glenn Robinson
Large selection of cat food!
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November 2023 by Bert Richards
Didn't have the size of dry cat food I was looking for. Had to wait for the 2 clerks to finish their chat on fingernails to be cash. Ren's is worth the drive for better stock and service.
