DO NOT USE THIS GROOMER !!!!
We entrusted our beloved Rough Collie, Lucy, to this groomer and deeply regret that decision. She returned home with a fresh wound on her leg, immediately began licking it continuously, refused to jump into or out of our car, and was reluctant to go for her evening walk--behavior that was completely out of character. Before her appointment, she showed no signs of injury or discomfort.
What has been even more upsetting than Lucy's injury is this company's response. They refused to refund the $175 grooming fee under any circumstances--even if our veterinarian concludes the injury occurred during grooming. Instead, they told us they would only "consider" paying veterinary expenses if our veterinarian determined the injury was actually caused by the groomer.
That standard is unrealistic. Veterinarians can often determine whether a wound is consistent with a clipper injury, but expecting a veterinarian to definitively identify the exact moment, person, or instrument that caused a wound is not how veterinary medicine works. The company has effectively created an impossible standard of proof while knowing it can then deny responsibility.
Every business can make a mistake. What separates an ethical business from the rest is how it responds when something goes wrong. Instead of accepting responsibility, apologizing in a meaningful way, and making their customer whole, this company chose to deny responsibility, refuse any refund for the grooming service, and place the burden entirely on the customer.
We are now disputing the $175 charge with our credit card company and pursuing reimbursement of our veterinary expenses through the appropriate legal process. If you are considering trusting this business with a beloved family pet, our experience should give you pause. We cannot recommend a company that, in our experience, was unwilling to stand behind its services when a pet was allegedly injured while in its care.
After we posted this review, the owner publicly rescinded their earlier offer to consider paying Lucy's veterinary expenses before we even had a chance to see our vet, and went so far as to accuse us of 'theft of services' for exercising our lawful consumer right to dispute the charge with our credit card company.
Your response confirms why we have been so disappointed. Rather than expressing genuine concern for Lucy, you have chosen to focus solely on attacking us personally and question our motives. Personal attacks on clients, while they may make you feel better for the moment, is never a good look for a business, and they can never be a substitute for honesty, integrity and accountability. Lucy WAS INJURED WHILE UNDER YOUR CARE, and continued denials of responsibility will not change the evidence and the facts.
It's difficult to understand why a business would sacrifice a customer's trust, future business, and reputation simply to avoid refunding a $175 grooming fee. That decision reflects priorities that prospective customers should carefully consider.
We have no interest in continuing a public argument. We simply want other pet owners to understand how our family was treated after Lucy was allegedly injured while in your care. read more