We've taken our 12-year-old Yorkie, Presley, to City Dogs twice now, and unfortunately we won't be…read morereturning after what happened at his most recent grooming on October 8.
Presley's first haircut here was fine, shorter than expected on the face but it grew out nicely. This 2nd time we asked for the exact same length, but his face was left noticeably longer. 2 weeks later, his bangs are already covering his eyes. That alone would not have warranted a review, but what happened afterward absolutely does.
Presley was dropped off healthy and alert. When my husband picked him up, staff said everything "went fine." But once home, Presley was unsteady on his back legs and refused food, treats, and water.
We called City Dogs immediately, and the information we received was inconsistent. On the first call, we were told his nails hadn't been trimmed. On the second, we were told they had been as part of the full grooming package (would have been fine, we were just trying to understand what could have caused his sudden discomfort). We were also told, for the first time, that Presley "didn't want to stand" and had been "nipping."
That alone raised a brow for us. Presley is 12, and in all our years of taking him to vets and groomers, we have only ever been told he is calm and gentle. Even in moments that make most dogs anxious, like rectal exams, he stays still and sweet. Hearing that he was agitated or refusing to stand instantly told us something must have been off that day. It also should have signaled to City Dogs that something was wrong. If a consistently calm dog suddenly becomes uncooperative, that is a sign of distress and should have prompted a call before continuing the grooming.
When we finally reached the grooming manager, (also the groomer), the conversation became incredibly frustrating. From the start he was defensive, speaking over us and focusing more on protecting City Dogs' reputation than on helping us understand what might have happened. To be clear, we weren't being accusatory. We weren't blaming anyone or suggesting he intentionally hurt Presley. We were trying to figure out what could have happened in those few hours that might explain why our otherwise active dog suddenly could not walk properly.
Instead, he grew irritated, pointing out that we had spoken to two other staff members, (completely out of our control), and repeatedly insisting he "would never hurt a dog, especially a senior dog." We never suggested he would, we just wanted clarity. He interrupted often, dismissed questions, and even claimed we were the ones being defensive. Any pushback on our part came only from asking him to let us speak. It felt like we were being treated as an inconvenience rather than concerned dog parents.
When I asked if it was normal not to call an owner when a dog refuses to stand or shows distress, he said it was not uncommon, especially for "older dogs with arthritis." That didn't make sense as Presley has never been diagnosed with arthritis or shown symptoms. At one point, he also claimed we had accused him of giving Presley medicated food, when all my husband asked was whether Presley might have eaten anything while there.
The manager ended the call by telling us to monitor Presley for 24 hours and make sure he was drinking water. When my husband explained that Presley was not eating or drinking at all, the manager finally said that was "concerning" and promised a follow-up call the next day. No one has called.
Presley's stiffness lessened after the first day, but he continued walking unbalanced for several days afterward. The entire experience was very disappointing. We weren't looking to blame anyone, we were trying to understand what happened and make sure Presley was okay. Instead, we were met with evasion and indifference.
Accidents can happen anywhere, but how a business responds afterward defines its integrity. In our case, City Dogs failed to respond with basic care, accountability, or compassion, and that is why Presley will not be returning.
