“I wasted my time again!”

By | December 16th, 2016

Kerry Wilton is mad at this site. She had a problem with a business, turned to our advocacy team for help, and didn’t like our answer.

Wilton shouldn’t be upset with us. Instead, maybe she should be upset at the company — or perhaps, even herself.

I’m not writing about her case to embarrass her, but to point out the importance of the paper trail. Yeah, you know what I mean — the screens of correspondence between you and the company. Without a paper trail, you may never find the resolution you want.

Wilton visited a HomeGoods store in Rockwall, Texas, on two separate occasions. While she was browsing the home decor, she says she encountered two dogs that had been brought into the store by other shoppers. The latest encounter was probably the worst.

“I was in this store and, and here is a white poodle, out of the carrier sitting in the shopping cart,” she says. She snapped a photo and confronted a manager about the dog, which was not restrained in any way.

“The manager thought it was all right,” she says.

That’s when Wilton decided to go to the health department — and to us.

I think an ideal resolution to this is pretty easy. She contacts HomeGoods, a representative apologizes for the loose dogs and promises to do better. A gift certificate, while not expected, would be a nice way of saying “we’re sorry.” That’s all.

But you can never get that resolution if you don’t ask. So we asked Wilton to ask.


Here’s what our director of advocacy, Dwayne Coward, sent to her. It’s our standard response:

Do you have any emails between you and the company that you could please forward to me? If you don’t, then I would strongly recommend that you start a paper trail. I can’t get involved in a case unless I have a written record that you’ve tried to fix the issue yourself.

Normally, people understand that you have to give the business a chance to formally answer you and fix the problem. Otherwise this becomes just another site filled with unsubstantiated clickbait.

Related story:   Honest passenger withdraws complaint after reviewing her paperwork

Her response floored us. This is what she said, verbatim:

Never Mind, yu are just like the Health Department . Do Nothing!

This was over the phone with the Health Department, which like yu aren’t doing anything!
BS Online to get people to respond for yu to get paid.

I wasted my time again!!!!

Ouch. Dwayne, the other advocates, and I don’t get paid to advocate and write these stories. What’s more, asking for proof that Wilton had complained to HomeGoods was not out of the ordinary. In fact, it was absolutely necessary.

What’s our takeaway? Well, other than that Wilton is probably not a dog person, it’s that you really have to give a business a chance to make things right. You also need to get it in writing — either by email or in a paper letter. Remember those?

If you can’t do that, the business probably can’t help you. Neither can I.



  • Rebecca

    It isn’t just you or the business that can’t help this woman. I don’t think anyone can help, except maybe a psychiatrist. And, of course, that would mean she would need to admit she has a problem (that isn’t caused by anyone other than herself).

  • Kristiana Lee

    There are people who just refuse to be satisfied no matter what and she sounds like one of them. Those of us like Rebecca who’ve spent significant time in service know not to even try with people like this. The sad thing for them is that this becomes a catch-22. They refuse to be happy. We decline to go out of our way to help them which makes them even more unhappy, etc. They’re perpetual victims.

  • SierraRose 49

    Ohhh, this lady better never go shopping anywhere where little kids, particularly those still in diapers, are in carts. Sometimes leaks occur. And this lady better never go to PetSmart and other pet stores where animals of various sorts are often seen – some leashed and others in carts. In fact, she better stay away from public restrooms, airplanes, cruise ships, hospitals, doctors’ offices and other high germ areas.

  • Dutchess

    Wow, good riddance to Kerry Wilton, her entitlement, and her spoiled brat attitude! Some people are just not content unless they’re making a stink for no reason, and throw temper tantrums when they don’t get their way. I’ll take a cute poodle in a cart over a malcontent any day!

  • Mel65

    So as I’m reading this, the dog did not growl bark snarl or in anyway menace her; her whole issue was just the fact that it was there. She has no idea if it’s a service dog or the dreaded emotional support animal or whatever but it actually was restrained if it was in the shopping cart even if it wasn’t belted in with the leash. I’m a dog lover and owner of two English Bulldogs but even II don’t particularly like it when I go places and there are loose dogs, but I gotta say she seems to be making Mount Kilimanjaro out of a mole hill here.

  • Annie M

    With that attitude no wonder the store didn’t seem fit to help her. I guess she never heard you get more with honey than vinegar. It’s a shame that something so small can upset her this much – you have to feel sorry for people like this.

  • vmacd

    OMG a white poodle in a shopping cart!!! She must have been really terrified! Boy, do I miss Germany where we could take our dog on the subway, bus, tram, into stores and even restaurants.

  • greg watson

    Bad Attitude & not a pleasant comment for anyone. She just wasted my time !

  • MF

    I’m reminded of the old saw that one of my redneck patients used while referring to unpleasant people who should exit the scene, “Don’t let the door hit ya where the good lord split ya.” Amen!

  • AAGK

    Why would a paper trail matter? Home goods allows dogs. It doesn’t owe her an apology or a gift card. Mrs Wilton wasted a lot of people’s time here including the manager and the Health Dept. Wouldn’t it be simpler for her to leave the store? Problem solved.

  • Harvey-6-3.5

    I guess as someone who doesn’t like unleashed dogs, I have more sympathy for her complaint than most of the other commenters. An unleashed dog knocked down my son when he was 2 and he has had a pathological fear of dogs ever since. Much more recently, an unleashed big dog jumped me as I was walking home from the gym and the dogs paws actually penetrated the skin at my shoulder, and the owner didn’t even apologize (I’m not afraid of dogs, but this really annoyed me). So I get the fear of dogs.

    Her mistake is just what Chris said, a failure to ask the store first. While Petsmart always may have dogs, and service animals must be allowed, the store could at least ask that the dog be on a leash. But the OP has to deal with the store before complaining to the rest of the world.

  • Bill___A

    I don’t know what the laws are in Texas, but where I live, pets are only restricted in places that sell, serve, or prepare food. In an ordinary store, although they generally don’t allow dogs, it is not a health department issue. However, dogs are expected by civic ordinance to be on a leash except in specified “off leash” areas. That said, it is not a health department issue but a bylaw enforcement issue.

  • Altosk

    Wow, this woman needs to find a boyfriend, girlfriend, or a hobby. Regardless, most business aren’t questioning dogs or animals any more because everyone has an “emotional support animal.”

  • Rebecca

    The really crazy thing is that just a little bit of nice goes such a long way. I just ran to publix before dinner, and the produce guy walked up with a balloon for my daughter, the retired guy that works a few shifts a week to stay busy came to show me a picture of his grandkids. I know several people that work there because I stop a lot. What I can’t understand (and never will) is why you would want negative interactions when you can just as easily be friendly. I admit, I’m chatty. But my silent husband is always polite too, and while they may not seek him out, they’re always nice. He actually teases me all the time because I know so many employees at the stores we shop at regularly. He’ll point at a college aged kid and ask me what their major is.

  • polexia_rogue

    I work at Target and this is a constant complaint. I’m a janitor and one time a customer pulled me to the side ans started to ramble about dogs in carts being a health code violation. I just look at him with my rolling trash.

    He ended with “You don’t even care, do you.”

    “Nope,” and I walked away.

    So people who want to complain about dogs in carts need to just make use of the wipes bu the front door.

  • PsyGuy

    I wouldn’t care either, some customers need to be fired.

  • PsyGuy

    She’s probably already married, poor guy.

  • PsyGuy

    City or Code Enforcement as well is a possibility.

  • PsyGuy

    In defense, Poodles come in a broad range of sizes, while a toy or miniature poodle is quite small and what you think of as a lap dog but standard sized poodles can be large, up to the size of a great dane,

  • LonnieC

    “….What’s our takeaway? Well, other than that Wilton is probably not a dog person,….” Wow!

    Here’s MY takeaway:

    The OP:

    should get a life;

    is an insufferable, entitled b____;

    must have a lot of time on her hands;

    is a busybody, telling everyone else how to live;

    must not be married, (if married, I really feel sorry for her husband);

    must have very few stores where she is welcome;

    should shop online.

    Put her on your “do not respond” list. You’ll never win with her.

  • Meredith Putvin

    There are some people that are not happy unless they are complaining. My boss is not an animal person himself, but he does not turn away customers that bring in their animals…. oh wait, those are their children??? (j/k) But yes, we are pet friendly at the store.

  • pauletteb

    My late dad had a chocolate standard poodle he called Pete (originally Pierre, but Dad would have none of that). Pete was larger than average . . . and totally cowed by a little black-and-white cat.

  • Tricia K

    I don’t shop at Home Goods very often, but I do go in there occasionally. I’ve always been treated nicely by the employees. As to the dog issue, people think they can bring their dogs everywhere, especially if they are small enough to fit in the seat basket in the cart. When it’s a grocery store, that same dog is a health hazard, and unless it’s a support animal, they don’t belong. When I worked customer service at a grocery store, I had many a cranky customer when I very politely informed them their dog was not allowed in the store (this conversation didn’t happen until after I asked if it was a support animal). I understand that people are attached to their pets and they don’t want to leave home without them, but their pets do not belong every place their owners go.

  • DChamp56

    Maybe the dog should complain about a dog hater being in the store.

We want your feedback.Your opinion is important to us. Here's how you can share your thoughts:
  • Send us a letter to the editor. We'll publish your most thoughtful missives in our daily newsletter or in an upcoming post.
  • Leave a message on one of our social networks. We have an active Facebook page, a LinkedIn presence and a Twitter account. Every story on this site is posted on those channels. The conversation ranges from completely unmoderated (Twitter) to moderated (Facebook and LinkedIn).
  • Post a question to our help forums or ask our advocates for a hand through our assistance intake form. Please note that our help forum is not a place for debate. It's there primarily to assist readers with a consumer problem.
  • If you have a news tip or want to report an error or omission, you can email the site publisher directly. You may also contact the post's author directly. Contact information is in the author tagline.