**EDIT: this experience started out poorly, but PetSense followed up to fix the problem and helped us feel better about giving them our business in the future.**
We took our dog in for standard grooming at 9am this morning, and we went to pick him up at 2:30pm when they called to say he was ready. When the employee went to get him from the back, she discovered that he had pooped in the kennel and gotten it all over his fur. Our dog does not defecate unless he hasn't been allowed outdoors for extended periods of time, so we started asking questions. Apparently, PetSense cannot accommodate for pets to relieve themselves, no matter how long they're in the kennel. Additionally, the only groomer had left, and wouldn't be returning until 4:30pm. This meant that not only could we not take our dog home, but he was also forced to sit in poop for two more hours until the groomer decided to return. When we came back for him at 4:30, the employee took about five minutes to schedule an appointment over the phone while I was waiting to pay, and my poor dog STILL hadn't been taken out to go to the bathroom. I ultimately set my credit card on the desk and took him out to pee. When I came back, the employee told me that the manager had her take $5 off the $65 charge for our trouble. This was a nice sentiment, but a pretty meager acknowledgement of the poor service and neglectful treatment of our pet. I hope this doesn't happen to anyone else, and we will be seeking grooming service elsewhere from now on.
**EDIT: the manager called the next day, and we went in to the store to follow up. She was very apologetic, explained that it was a very unusual situation, and she gave us a FULL refund. I should also note that the groomers did an excellent job making our fluffy dog look and smell great. This business took a pretty bad situation and ultimately handled it very graciously.** read more