BEWARE: I feel compelled to write down my experience and warn other people. I'm sure the owner is…read moregoing to do everything in her power to discredit my words, but if you value and cherish your dogs, do not take them here.
I decided to try Velvet Paws after reading all the 5 star reviews. I made an appointment for my two mild mannered Cairn Terriers. I will never take my dogs here after what I would call an extremely unprofessional experience.
Here are my observations:
+ I was quoted $65 per dog over the phone when I made the appointment, which is what I had paid other groomers in the past. When I met with Katie, I told her that one of my dogs had some matted fur, so she said that for both dogs it would be around $150. I assumed $20 more for the mats, which I am used to paying extra, but usually it's around $5-10. Okay, so not that big of a deal but still on the high side. And again, all those 5 star reviews led me to believe that it would be worth the extra money.
+ Katie also informed me that she doesn't take plastic. In this day and age I would call this VERY unusual, and she should have told me when I made the appointment. So now I would need to make a trip to the bank to take out cash.
+ Initially I was told that the dogs would be ready at 11 am, then I received a text that it would be11:30 am. I communicated via text that I was leaving an appointment and would be there closer to noon. I arrived at 11:55am. Katie's hours are 9-12pm. She also texted that it would be more than the $150 she quoted me because the matted dog took longer. And she left an extremely "annoyed" phone message wanting to know where I was... I saved it and replayed for my husband. You can hear the impatience in her voice. It was scary sounding and I started to worry for my dogs.
+ When I arrived, she told me that the price was now $165. for both dogs (because the matts took longer to brush out? so I ended up paying $35 more? that's insane, he's a 26lb dog). She seemed incredibly annoyed that I did not get there at 11:30, that I ran 25 minutes late, even though her limited business hours are listed 9am - noon. When I apologized, she said she had "other things to do", shuffled my dogs to me without ever asking what I thought of the cut (it was horrible, they basically both were shaved, and unevenly which my husband pointed out later). She also said that she had to muzzle one of my dogs when she brushed him out. That's a first. My dogs are 9.5 years old and have never been muzzled during a grooming session. I can only imagine he may have been sensing her impatience, anger or negative energy.
+ When I asked for change from $170 cash, I heard an audible sigh, yes....a loud AUDIBLE sigh (the price was so off from what I usually pay, that I wasn't tipping). She seemed irritated that I would ask for $5 back. Handing me the cash she never smiled, nor said "thanks for coming in" and more importantly, she never asked what I thought of their new "cuts" (basically they were both shaved like I said above).
+ My dogs collars and leashes were not put back on them. I've never been given back "loose" dogs. It seemed like she was super upset that I was not there right on the dot of 11:30 to pick them up even though her hours are till noon (and I was there before noon), and that this last courtesy was too much for her to do. She acted like waiting for me was the biggest imposition anyone has ever done, and had she been able to take plastic, I would not of had to make a run to the bank in the first place.
I have two sweet Cairn Terriers, I will never take them here again. The place is sketchy from the outside, it looks like a dirty strip mall. Inside is not much better. And I don't believe all the 5 star reviews on this page. It's not sitting right with me, and feel compelled to speak up so that others know the truth.
In closing, here are my complaints
- Price (much higher than the $130 I was quoted. You would of thought one of my dogs was a giant ball of matts to charge $35 more than what she said on the phone.)
- sketchy, strip mall place, with odd hours
- Cash or check only
- rude and unprofessional groomer
- shaved, not a cut