I truly cannot express how dishonest, sub-par, and outright unacceptable the grooming service is at…read morethis location, and the customer service of the management. If you want a grooming service that will listen to simple instructions, DO NOT come here.
About a week ago, my dog, Bonci, went in for a groom. I gave the groomer ONE, very simple instruction that many dog parents will understand -- "please do not cut his intimate parts too short, as it will be very itchy and uncomfortable." I gave both an instruction, and a reason. As dog owners know, a short trim or a shave can cause razor burn, which in turn leads to hot spots and injury.
Regardless of whether a grooming service should know this, my ask was simple -- just LISTEN TO MY ONE INSTRUCTION. It is a service after all, is it not?
I paid before the groomer came out with my dog (and tipped, as usual). To my surprise, her first comment was an apology -- she had failed to do the ONE thing I asked her to do. Before we even left the establishment, my dog was whining, scooting on the floor, and signaling clear discomfort in his intimate areas. He had difficulty walking home, as he sat down every few steps to soothe the pain that the movement of his legs caused the area.
Hoping that he would not be in too much pain, I took my dog home. However, later that day, it was clear that he was in distress. He refused to go on walks, stand for long periods of time, and continually whined and cried in pain. So, I did what every dog parent would do. I called the vet.
The vet advised us to apply hydrocortisone cream twice a day, and to put a cone on him to prevent him from licking his growing injury, which became red, raw, and threatened infection. So, we purchased a cone and clothes to prevent him from licking.
I reached out to this store's location to receive a refund for the service. After all, they failed to do the ONE thing I asked. If I had gotten a haircut, for example, and they left me in pain and crying, a refund would really be the least they could do.
How wrong I was! Instead, I responded to a dozen emails, received phone calls where I repeated the same information over and over again, and sent pictures of Bonci's injury and the vet's advice.
This morning, I received an appalling email. Despite the groomer's immediate apology, her promise to put a note in the file so that she does not violate my instructions again, and all the evidence I had provided, Howard, the CEO, refused to give me a refund. His reason? That the groomer had removed matting on my dog "for free."
The only problems? (1) I was never charged for a mat removal; (2) I was never told about matting (which is their policy); (3) The area affected had such short hair, that matting was near impossible; (4) my dog had been regularly brushed and detangled, including on the morning of his groom. Oh, and the main reason -- the groomer TOLD ME that she forgot to follow the instructions, which caused the EXACT EFFECT I knew it would!
I have never experienced something this dishonest, offensive, and downright wrong in my entire life of dog ownership. A business like this should have a warning on the door.
