I very sad to say that I took both of my dogs in Monday for appointments that had been scheduled for weeks, and ended up walking out with both of them before the groomer could even begin. My 1 1/2 ye old dog is a Havanese and had a few winter time mats near his hind legs and around his collar which I mentioned to her. Havanese have very soft hair and mats kind of come with the territory. I brush him and bathe him frequently at home, and trim his fur as best I can. This dog is no where near neglected-let me just say that up front. I also brought in an 11 year old golden retriever who doesn't get bathed as often because it's hard on his arthritic hips/legs and his dry skin. The first and second time I brought my dogs here I had spoken to the manager specifically about Havanese and that he is a little skittish about grooming outside of his home. She was very understanding and assured me they'd do a good job and would be patient with him -- and they did! The staff was friendly and patient with my scared little dog and he was happy as a clam when he left and looked good and I tipped very well. I referred friends, I posted a great review on yelp, etc. The second time, I spoke to the same manager and she was very nice as I explained again his difficult fur especially with the recent snow. She said it was no problem, that they could handle it just fine and scheduled me with someone different from the previous time. Unfortunately, when I brought both of my dogs in on Monday, things quickly went south very quickly. The girl who was going to groom them both was very condescending to me about his mats (again, I'm not talking anything crazy), made some comment also about having a Havanese in "humid Indiana" - it's the middle of winter and dry as a bone here and then let out an annoyed sigh when I told her they used the longest guard the previous time. I asked if that was a problem and she, very huffily, said that she just doesn't see how she can do that. I said that he's not a show dog and she can just shave out any mats she can't get out, it's no big big deal, he's fluffy and it blends and grows. Needless to say, her poor attitude and annoyance continued on (snapping "QUIET!" To the dog in the pen behind her) as she grabbed my dog by his hind legs and kept pulling her towards him as he was trying to get to me, completely terrified. She tried to upsell me on a furminator type thing for my older golden, who really is just older and sheds a lot anyway, when I explained that, she said something to the effect of "why spend money on an old dog?" Which I thought was strange...) At this point I said, I was so uncomfortable with her attitude and apparent lack of abilities and care, I took both dogs home. I just wasn't comfortable with them in her care, and I've NEVER felt that way or been treated like that by a groomer or anyone in this industry. I was so shocked and appalled, I was nearly in tears. Success story of the day -- I ended up taking the Havanese to the grooming academy in 116th -- with STUDENTS who are learning the trade. They did a quick consult, said he wasn't really that bad, just typical winter time mats. And they had another Havanese on the table there too! 2 1/2 hrs later I picked him up and he looked great!! I will never be returning to Cloud Nine, which is unfortunate because I really liked the manager and had spoken highly of them to many of my friends. Maybe the girl was having a bad day, but that is absolutely no excuse for treating your clients that way. read more