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I had purchased a car divider, to prevent my dogs from coming to the front of the car while I'm driving. I returned the item after 30 days and miss placed the receipt, I mentioned it to the manager she knew my husband and I were regular customers there. Stated no problem, bring it and I'll refund your money. When I brought in a week after there was a new manage - young girl, with new cashier. I went in and explained the situation and knew the managers name who authorized it and she the new manager said, yes, she knew I was speaking about but she relocated to the Richmond hill location. Now this new girl is there, the cashier as so rude and ignorant to my husband and I. She didn't know the meaning of customer service. The cashier refused to refund me but the new manager said, just refund her the money. It was in the right package never opened it, we simply decided not to use it - no need for us. However, my point is this cashier is still there and always has a chip on her shoulder, I even addressed my concerns to the new manager and by the looks of it, I'm not sure if anything was done. There is a hassle free return policy that pet smart offers, and trust me there was no hassle free, it's the principle! I didn't appreciate it and still don't the attitude, I ignore it but it's very uncomfortable for me.