I rarely leave a one-star review, but I was extremely disappointed by how I was treated by the…read morestore manager at this location.
On my way to my dog Momopi's grooming appointment, I unexpectedly encountered a road closure and had to be rerouted. The road had been open the day before, so I had no way of anticipating it. As soon as I realized I would be delayed, I contacted Bree, the scheduler, and kept her informed of what was happening.
Bree was very understanding and told me that as long as I arrived by 8:45am, they should still be able to accommodate Momopi. Based on that, I continued through the reroute and arrived at 8:45am, exactly as instructed.
When I got there, however, the store manager told me they would no longer take Momopi.
I calmly explained what had happened and showed her my messages with Bree confirming that I had been told to come as long as I arrived by 8:45. I even tried to find a compromise. I offered to have them skip the bath and ear cleaning if time was the issue, while still paying the full grooming price or even paying extra. I wasn't asking for a discount or expecting special treatment. I was simply trying to work with them because I had made the trip based on what their own staff had told me.
I completely understand that grooming appointments run on a schedule and that being late can affect the clients who come afterward. I also understand that circumstances can change and that they ultimately may not have been able to accommodate Momopi. My one-star review is not simply because they couldn't take my dog. It is because of how the store manager handled the situation and how she treated me.
I found her manner toward me extremely condescending, rude, and dismissive. She also came across as very self-righteous, as though there was no interest in understanding why I was there at 8:45 or acknowledging that I had only continued to the store because their scheduler had specifically told me I could. Even after I showed her the messages and tried to offer alternatives, I felt that I was being talked down to rather than treated like a customer who had encountered an unexpected situation and had done her best to communicate it.
Had she simply said something like, "I'm sorry you were told we could still accommodate you, but unfortunately our schedule has changed and we can't anymore," I would have been disappointed, but I would have understood. A little compassion and consideration would have completely changed this experience. You can tell a customer "no" without making them feel belittled.
My husband and I also own businesses, so I understand that things don't always go according to plan and that sometimes you simply can't accommodate a customer. But I also know how much the way you treat people matters. Excellent customer service and treating both customers and employees with respect are essential to building a strong reputation and earning their trust and loyalty. That's something we take very seriously in our own businesses, and it's a big part of why we've been fortunate to build an impeccable reputation and have loyal customers and employees.
I do want to specifically recognize Bree, because my experience with her was completely different. Afterward, she reached out to apologize, spoke with the store manager, and offered Momopi a complimentary groom. Bree was gracious, compassionate, and professional throughout the entire situation, and I genuinely appreciate her efforts to make things right. None of my frustration is directed toward her.
I declined the complimentary groom because I had already found another groomer at a different location and scheduled Momopi there. For me, this was never about the money or getting something for free. It was about being treated with basic compassion, consideration, and respect.
I sincerely hope management takes this feedback seriously. Bree demonstrated exactly the kind of customer service I would expect. Unfortunately, my interaction with the store manager was the exact opposite.
