Unfortunately, there is a lack of professionalism at this business.
I completely understand that there is a pandemic going on and I commend them for doing curbside pickup of our dogs especially when pet haircuts are not really considered that essential to begin with.
But, other than that, I'm disappointed in how we emailed them about a concern over a week ago and they have not gotten back to us.
To start, we have been coming to this place for years, in fact... One of our older dogs has been there for 5+ years easily. But in the last year or so, the quality and understanding has gone down significantly.
I do want to say that I would not be writing this review if they had just gotten back to us and took accountability for what happened next.
We have 3 dogs, two which have under coats and are extremely fluffy dogs. If you know about these breeds you know that you shouldn't shave their undercoat.
Well... When we dropped the dogs off, both I and my brother in law were very detailed on what we wanted for each dog. We made sure to let them know not to shave our fluff balls but to trim. The only time I personally suggested a shave was around the belly area and I even pointed exactly where I wanted it and it wasn't much at all. So, we proceeded to give instructional notes of each dog to the two who picked them up from us in our car. We literally wrote out what we just said.
Anyway, 4 hours pass and my brother in law receives a phone call (which he was anticipating much earlier in the day), and the groomer reached out to him about his fluffy dog's cut. He explained to them the double coat for both dogs and let the person know not to shave, and what style he wanted (Even tho he had already explained twice before).
About 3 or so more hours pass and I'm wondering why it's taking them this long when they usually are done by 1p. Mind you, we took them to this business before 8a, and we have never had to wait til almost 4. But again, it's probably because of this pandemic.
So, I call to pick up my dog who's atleast ready and when he was brought out... I had a lose of words. The man who brought him to me immediately left back inside before I could process that my dog was completely shaved despite my instructions. I couldn't believe my eyes, honestly. I was furious! But, I understood that these are trying times... So I called the front desk and let them know that they cut him too short and that they should let the groomer know that it wasn't okay.
After further inspection, I realized they pretty much butchered him. He has parts that were not cut properly so hair is sticking out at random places. It's quite frustrating having to go back myself to trim the uneven sides... Well, I left with that taste in my mouth.
When my brother in law picked up the other two, he also was at a loss for words.
He had asked for a specific cut around the face for the long haired dog and they did not do that right whatsoever.
And for his double coated dog... They shaved her down way too much as well but what really set him off is how they literally chopped her tail off. She's got a long, fluffy tail that if it's cut it needs to be shaped... Well no, they literally took a scissor straight across her tail and didn't even shave or shape the rest of it and it looks HORRENDOUS.
If anything upset me the most... It was seeing that dog come out worse than mine. Needless to say, he also gave the daycare a call but nothing came out of it. I'm not sure the employees are well equipped in a scenario of this sort.
Please understand that this could of all been resolved by a simple phone call or email back by the owners. Showing a little care towards longtime customers goes a long way.
With all of that being said, we will be going to a new groomer who will understand the importantance of customer service and how certain breeds have certain haircut standards.
Sorry for having to make this review but I hope this helps shed some light on the situation at hand.
Edit: To answer the owner's comment below, the man was smiling at me as I received my dog and I had no chance to speak with him during our extremely brief exchange. Immediately, I noticed his coat shaved down and when I got in my car I called the front desk. I made sure to let the groomer know it was way too short. And my brother-in-law DID NOT SAY to go shorter on my Pomeranian whatsoever! He even made sure to let your staff know that those coats should not be shaved.
What baffles me is how we are being accused.
We still stand with what was said above from 100% honesty. Unfortunately, we will not be coming back.
Thank you for taking your time to try and resolve this issue, regardless of how it was handled. read more