They get only 1 star because I can't leave zero stars.
I booked my appointment for Scout, my 13 lb Lhasa Apso/Jack Russell mix for a haircut. I told them before hanging up, "I have to tell you, she has an extra dew claw on her left rear foot. Please mark her chart, I don't want to forget to tell you on Sunday. If it gets cut, she'll be really upset." The person on the phone said, "ok! I'm glad you told us that. In case we forget on Sunday, it'll be marked."
SO, I go in today, Sunday with Scout, and the first thing I say is, "Hi, here's Scout. Please don't forget she has a rear dew claw". Mayra said, "ok, thanks for reminding me." Twice more while checking her in, I reminded them about her rear dew claw. Upon my leaving, I was asked if there was anything else they needed to know about Scout. I said, she's a really sweet girl, and no, nothing else remarkable except that dew claw on her left rear foot.
I left and set out to run some errands, and about an hour later, I get a call from Bubbles. They stated that they just wanted to let me know that Scout had an extra toe near her ankle and the groomer didn't know, but somehow must have cut it off, and Scout was bleeding from it. I blurted out, "Didn't I tell you THREE times and show you TWICE her dew claw? I told you guys about it because I did not want her injured. Do I need to come get her right away?" The person on the phone said "no, we just wanted to let you know and N is going to try to finish her. We close at 5 today so make sure you get here in time to pick her up." As if I'd leave my traumatized and not injured dog there with them.
I showed up to pick her up, and she was still being worked on. I spoke to the person at the desk, saying, "I am really unhappy and angry about this. I was very clear about her foot and she should not have been injured. Her groomer looked up and said, "ya. I know you told me about it, and I did my best, but I cut it." I bit my tongue to the best of my ability. This dog was rescued from a really bad situation and I have no need for her to be further traumatized. The cashier then said, "the bill for Scout is $61.00. I can document what happened in the customer complaint file." I told her to go ahead and do that.
Scout was finished being groomed, and suddenly her collar was missing. The staff looked high and low for it. They apologized about losing her collar and said if they find it, they'll call. They handed me Scouts microchip tag on a long twisted wire and said they found that part. I then said "I'm even more unhappy now. I'm going to have to buy a new tag at PetSmart that will cost me about $15 and another collar at about $15 and a replacement license tag at $8.00." It's the 4th of July, and there is NO WAY I'd let my dogs go outside or be without a collar and tags. I was advised that they'd let Marco know and he's probably give me credit on my account for future groomings. As if I'd ever go there again after this!
Finally about 5:45 I received a voice mail from Bubbles saying that Scouts collar was found, it slipped between 2 counters. The message said If I leave my address they will drop the collar off. Of course this came after I spent over $30 at PetSmart for new tags. Further, I'm leaving the country on Tuesday, so my time has been extremely limited this weekend. I called back, and left a voicemail saying I am out of the country on Tuesday for 2 weeks, and asked them to mail the collar to my house. Come to think of it, it wouldn't be a bad idea, because I wouldn't have to go there again. Scout's foot has stopped bleeding, and I took a look at it. There is a little flap of skin where her dew claw was.
I just wanted my sweet little dog groomed, but she was left with scraggly hair on her belly, and her face looks chopped funny. Little did I know would the grooming fee cover an amputation of her toe and the opportunity to be forced to buy her a new collar and tags too. Unless you are using the self service, I say RUN from this place. Never again will ANY of my 4 dogs come here. read more