We brought our two Maine Coon cats in for grooming yesterday and felt compelled to share our…read moreexperience so others can make an informed decision, especially cat owners.
For context, we typically only bring our cats in about once a year when their winter coats begin to shed. Because of this, it's especially important that the grooming is done thoroughly and by someone experienced. We had previously been loyal clients of Kim, who consistently handled our cats with efficiency and care. Grooming is very stressful for them, so finding someone capable and experienced was extremely important to us. With Kim, we could always count on a full, thorough service: bathing, drying, shaving where needed, knot removal, nail trimming, ear cleaning, and sanitary care. That level of care is why we were willing to travel and pay a premium.
When we arrived this time, we were surprised to learn the business was under new ownership. We decided to give it a chance.
We dropped our cats off at 9:00 AM as the first appointment of the day and were told the process would take approximately 3 hours, which we were completely fine with. Around 11:20 AM, we received a brief call asking if one of our cats should be shaved. We were told they would use their judgment, and that was the only communication we received.
By 1:00 PM (now 4 hours later), we returned to check in. What we found was extremely concerning:
* One cat had reportedly urinated out of
stress and, according to staff, nothing beyond a basic cage bath had been done.
* We were also told at that point by Donna that she was uncomfortable handling him and that he would need to be sedated for grooming in the future. This was alarming to hear, as this has never been an issue in the past, he was always successfully groomed by Kim without sedation.
* The other cat was still in the process of drying after only being bathed.
* Neither cat had received any of the grooming services we came in for (no haircut, no knot removal, no nail trimming, no ear cleaning, etc.).
* One of our cats was left drying in a cage next to a continuously barking dog, despite other quieter, more isolated spaces being available.
* Both cats were visibly terrified.
There had been no proactive communication to inform us of any issues, delays, or inability to complete the grooming. After over four hours, essentially no meaningful grooming had been performed.
While Donna was polite, it was clear that she was uncomfortable explaining the situation. Only after we arrived did they begin attempting to brush one of our cats, which raised concerns about whether anything would have been addressed had we not shown up when we did.
We ultimately left with two cats who were still matted, unkempt, and significantly more distressed than when we dropped them off.
Our main concern is not just that the grooming wasn't completed; it's the lack of communication and the apparent inability to handle cats in a setting that claims to offer those services. Based on this experience, the facility does not appear properly equipped or experienced in feline grooming.
We were offered complimentary future services, but unfortunately, this experience has completely eroded our trust. No incentive would make us feel comfortable returning.
If you are a cat owner, especially with breeds that require specialized grooming, I would strongly recommend asking detailed questions about experience and process before booking here.
