0 STARS. I took my dog here like I normally do for a groom and when he came home we noticed what looked like kennel nose. We called and the staff mentioned that because they were so busy my dog was left in a cage and saw that he was trying to get out. My dog was there for over 3 hours and must have been waiting in a cage for a few hours. If the staff noticed he was upset or scared, I wish they would've called me and I would've went to pick him up right away. As the day and days went on, his nose got worse. An emergency vet visit that night was about $250 and the owner is asking the staff what had happened. I have been very generous on how I handled this situation and the owner didn't deserve for me to be so kind. This incident happened two weeks ago and I gave the owner more than enough time to respond appropriately. There seemed to have been a language barrier between me and the owner Andres who barely speaks English. He agreed to pay for my vet bill and stated there was a check in the mail two weeks ago. I never received a check nor did I expect to as this wasn't about money. The owner is friends with one of my husband's coworkers and the owner admitted to his coworker that his staff ignored my dog and left my dog in a cage to dry for a few hours. In the end, the owner thinks this was about money and stated to me "just be patient you'll get your money"...he even told me "this is just about money to you"... this was NOT about money as I mentioned to him multiple times. He then stated he "doesn't need to deal with this and your medical bill that's why he has insurance. "The owner refused to speak to me over the phone only preferred to message back and forth on Instagram. The point of me reaching out to him was for him to see the damage done so that this doesn't happen to any other dog, which sadly will. We will not be returning to Bones Bath & Beyond in ANY of their locations. The way the owner handled this situation was disgusting and I hope nobody ever has to deal with something like this. In addition, after speaking with my husband's coworker about the situation, the owner mentioned he has been having issues with his staff. He has even had a dog run out on to the very busy main road which I doubt he told the owner about when they picked their dog up. We have referred so many people to this place and they have mentioned recently that the customer service has been lacking. It's a shame for someone who says they're a dog lover (the owner) yet he kept telling me that this was all about me getting money from him. Very sad that he was not able to confront this situation over the phone. Fast forward to 5 months later. My dogs nose is still not fully back to normal. He is only 2 years old and I will have to look at his horrible lightened skin and scar on his face for the rest of his life. I'm shocked this place is still in business. Poor management and only cares about the money they make, not the dogs they groom. read more