Contacted Best Paws via text about an appointment. Explained our dog was from a hoarding situation and it wasn't easy to bathe or groom her. They offered an appointment for 2pm. They asked for a copy of her Rabies vaccination, which I supplied. However, when my husband & I took our dog, it was as if we walked in off the street. The front desk girl just looked at us, no hello, no warm welcome, no acknowledgement. As if there was no appointment as the girl ran her finger down the list. I had to go over the text messages trying to explain why we were there. The girl at the front turned to speak to a groomer, who had earbuds in, and asked a couple of times about our appointment, which caused her to say "What?", then she took the ear buds out to finally hear her. Then that groomer said yeah our dog did have a 2pm, but we had to leave her there for four hours. It was obvious that it wasn't an appointment time, but a drop-off time. Another groomer left her customer's dog standing on a table with a loop around its neck to come to the window. She said she was a groomer for 26 years and that's how it's done - drop-off. We had not planned on leaving our dog in a strange place with people she didn't know. We thought our explanation about her past situation would register. We thought they would start grooming her at 2pm and we would wait. She could see us and not be so fearful. Their website didn't mention dropping off, which would be helpful to anyone going to a groomer their first time. There was just a total lack of caring, especially being told either drop her off, reschedule or find another groomer. With that, it caused my husband to carry our dog to the door. So we left, found a groomer who doesn't mind if you stay in the room while she grooms your pet. The appointment actually starts at the time you are given. We thought the good reviews were a plus at this groomer, but found the people there were not welcoming, especially a new client, and first impressions are very important. read more