I am extremely disappointed in the customer service I have received from Dogs Rule Pet Groomers. I have been taking my dog here for around 3 years, and have had no problems until the most recent appointment. I dropped my dog off at 8am, and at around 9:30am I received a call from the groomer explaining that she had "scraped" my dogs leg. She made it seem as though it was not a big deal, but more so that she was just following company policy in that they need to call the owners with any problems of this nature. Due to the conversation portraying something minor regarding my dog's injury I said they could continue. When I picked her up the groomer likened the cut to when someone nicks their leg when shaving. There was a fairly large chunk of skin hanging off, but it was not bleeding and seemed alright.
Later on that day the cut opened up, and was bleeding quite a bit, so I decided to take her to the vet right away. They ended up needing to put 9 staples in her leg (see picture) and gave her antibiotics, a pain shot and said she had to wear a cone for the next 2 weeks (while the staples were in). The total cost at the vet was $197.
The next day I called Dogs Rule to explain what had happened, and asked if they would cover any of the vet bills. The employee told me Wendy (the owner) was not in, but would call me back on Friday when she was. I did not hear anything Friday, so I called again on Monday and left a message (they are not open on Mondays). At 3pm on Tuesday I realized I had still not heard back from Wendy so I decided to call again. Wendy answered the phone and when I explained who I was she apologized for not calling Friday (nothing was mentioned about not calling me back on Tuesday), and then went straight into how they would not be able to pay for any of the vet bill because the cut was my fault. She said my dog was matted and inexperienced at the groomers. This did not correspond with anything that was ever relayed to me about my dog's behavior on past visits, so I was a bit confused. Anytime I had picked her up previous to this incident I had only heard about what a pleasure she was to groom. I was taken aback to say the least. I would expect as professionals that they would have contacted me if they felt my dog was too "matted" to cut, or if they were having problems with her while grooming.
Originally when the cut happened I was not angry, I understand mistakes happen, but the way this has been handled is totally unacceptable and I will never take my dog back. From start to finish the whole ordeal has not been handled well, especially considering I am a long standing customer. Wendy not calling me back and me needing to call 3 different times to finally get a hold of her, no apology or concern over the well-being of my dog, and her getting upset and blaming me showcases the horrible customer service here at Dogs Rule. read more