I've been a fan of this particular store because of the prices and the helpful people working there. Recently, however, I observed a manager, Flora, and a young dark haired female clerk inform a customer that they would no longer allow her to return items without a receipt because she had made too many returns. The customer said she didn't understand because she always exchanged the items for other items anyway. My husband and I watched this incident from beginning to end. I felt extremely uncomfortable as the clerk spoke to the customer in a demeaning manner while calling for the manager. Once ""Flora"" arrived, the clerk began whispering to her...(my uneasiness increased) WHY WHISPER? WHAT IS GOING ON? AND HOW DOES THE CUSTOMER FEEL ABOUT THIS WHISPERED DISCUSSION? This customer was clean, polite, well spoken.......not some natty tatty suspicious looking character...The unprofessional attitude and behavior of the PetSmart employees wasdisturbing enough to my husband and I that we've decided to shop for our four cats and two dogs at the other pet store in town!