I don't like writing a bad review for small a business because I know how impactful they can be…read more However, after a terrible experience, and the business not rectifying the situation, here I am.
I have a 12-year-old, 15-pound Shih Tzu named Milo. He's quiet, sweet, and has a very calm temperament. He has been groomed countless times before this, without issue. Having just moved to MN within the last four months, this was the first time I have used this groomer.
When I dropped him off at his 9am appointment, the woman told me it would take an hour and 30 minutes, which for this specific groomer is average. After an hour and 20 minutes, I got a text that he was ready to be picked up. When I arrived 25 minutes later, I walked in and heard him barking frantically in the back, which was very unlike him. When the groomer brought him out, he was wearing his winter jacket and his harness, so I could only see his head and paws.
After having been quoted $85-$100, and paying a $50 deposit at the time of booking, they told me the total was $120. (Per Google, the average cost for a full-service grooming for a small dog is $50-$80). When I asked why it was so much, they said "he doesn't like his face trimmed, so it took longer"; even though they finished 10 minutes early. Despite my objections to being overcharged, the groomer refused to honor the timeframe and their quoted price, so I reluctantly paid and left.
Just outside the door, I picked Milo up and noticed his paw was bleeding. Not the nail, which can happen during a nail trimming, but his paw. When I went back inside to ask what happened, the groomer said he must have hurt his paw in the cage after his groom. He was so distressed for that entire 25 minutes that he clawed inside the metal cage door to the point of cutting his paw. Not only did they overcharge me, but they also let my dog injure himself. (Luckily, it did not require a visit to the vet.) A licensed dog groomer should know how to properly care for any type of dog so they don't hurt themselves in a cage. I was so upset that I thought it was better in the moment to go home and give myself time to cool off. It was when we got home and I took off his jacket, that I saw how awful his hair looked: like a small child groomed him with craft scissors.
I called the next day to voice my concerns and give them a chance to make it right. I spoke with the owner of the business, and was told the whole ordeal was my fault because I "chose to bring my 12-year-old dog to a new groomer". When I further explained and said I was okay with them keeping the deposit, she kept interrupting me and repeating that I shouldn't have switched groomers, and that I took too long to pick him up. I asked her what the best practice was for picking up and was told that I should have waited the hour and 30 minutes in the parking lot so I could have immediately picked him up when he was finished. This is not a common practice, and I was not told of any additional charges for the time it takes to pick him up after I received notification. I also find it strange they did not contact me during this time for his "behavior" and that they didn't notice the blood.
When I asked about the awful haircut, she told me Milo was wiggly and has behavioral issues, and that's why it looked so bad. He's never once had an issue at any of the multiple groomers he's been to over the past 11 years. This was by far both the worst and most expensive haircut he's ever gotten. Not to mention his frantic state and injury upon picking him up. I wanted to give them the chance to make it right and only partially refund me and they keep the deposit, when in hindsight I should have asked for a full refund. Instead they gaslit me, were dishonest, and refused to rectify the situation. They said I could bring him back in to be trimmed again, but frankly I was concerned for his wellbeing.
Dog groomers should know how to treat and care for every single kind of dog. New client, old client, puppy, senior dog, wiggly, stiff, etc. After seeking advice from another groomer, they said I should report them because of how serious this is, and to prevent injury to others' pets.
I also have records of my communication with the business as well as their policies. Basically do not take your pet here unless they are a current client or are a statue.
