Schedule an appointment at your own risk...you may be disappointed... I gave 2 stars here simply because our first visit/experience was great, the 2nd and 3rd interaction was less than stellar.
As stated, our first experience with Sondra was great. She was on time, handled our dog with care, provided a better cut than all other groomers we have tried in the last year and our dog was less stressed out since she didn't have to go for a car ride to get to the groomer.
We scheduled our 2nd appointment after referring her business to friends and neighbors. When she was 15 minutes late, I reached out to see if she was still coming or not; 30 minutes later (45 minutes late for the appointment) I got a response stating she hurt her ankle and was headed to the Dr. I was understanding and told her to reach out to reschedule when she was feeling up to it. Even though she could have used the time in the car on the way to the Dr. to call or message us about the issue, she left it upon us to contact her to see what was going on. Things happen and people lose focus, I get it, so I didn't hold it against her.
On this same day, she had an appointment with my brother's dog. She asked me to reach out to him to cancel their appointment for her because she "lost his contact" after having several conversations and putting them in her appointment book. This tells me that if she didn't have a link to someone else (me), he would have gotten no showed for the appointment and would never have known why until he reached out to her again.
She messaged me on Friday 7/15/22 to set up the rescheduled appointment for Saturday 7/16/22 between 9-10am. My wife waited to start her daily activities as she didn't want to be busy when Sondra arrived, at 10:30 when she realized she wasted the last hour+, she gave up waiting and began working on what she needed to do for the day. At 11:15 (1:15 minutes past her latest arrival time) I messaged Sondra notifying her of our frustration, canceling our appointment officially, and notifying her that we will not be using her services again in the future due to her lack of consideration for our time & schedule, lack of communication, and flat out disrespect for a customer.
There has been no follow up communication from her, no apology, no attempt to rectify the situation to retain our business, nothing at all...
I am a heavy advocate and supporter of small businesses, but if this is how you treat clients, your business will inevitably fail. Small businesses need to be far superior in effective communication, service, and support in order to compete with bigger, more well known businesses. I am even willing to pay more at a small business as the service level usually makes up for the added expense, but DEFINITELY NOT in this case...
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