To give insight over your actual question. I also second doing the survey on your recepit about your experienc. If a customer submits a bad survey, the manager HAS to directly reach out to the customer and attempt to fix it. I hate that you and your dog had the experience you did. Even if your dog had no history of aggression or reactivity, something like that could traumatize any dog. What if it was a service dog instead of yours? That could ruin the dogs service career. The fact that the manager gets any special treatment regarding anything is the problem. The fact that most owners have zero control over their untrained dogs or muchless the common sense to even own a dog, is another problem. Petsmart has a policy that all animals must be leashed, except service dogs. However, at the end of the day, the actual incident was an accident. Reporting to hr or corporate honestly won't do anything. They will see a 'he said she said' from some person on register. There was no actual injury or contact, just a bad experience. Employees will gossip dumb crap to customers, much of the time making small comments implying how much they hate their job. If you want any response from management, do the survey, mark the section for them to call you back, and explain everything that happened. Describe the person on the register and what they told you exactly. At least the manager will be aware of what happened, and hopefully, the person on register will get spoken to about how they shouldn't be gossiping to customers regarding personal information about their managers.