An Angry and Upset Customer,
If I could, I would rate zero stars. On September 22nd, we dropped my dog, Briggs, off at the grooming salon at the PetSmart location in Oswego. I called and scheduled his appointment for 12:30 pm. I was told that it would take a few hours, and would be called on my personal phone when he was ready to be picked up. We asked for a bath, teeth brushing, nail cutting, and shed control. We paid a total of $72.00 upfront at the counter for everything.
After dropping him off, we headed home and waited by the phone. I expected to receive a call in a few hours like I was told, but that never happened. Eight hours later at 7:30 in the evening, my phone rang and I picked up immediately. The lady on the other end informed me that Briggs had been ready since 4:30 pm. I was quick to tell them that I had received no call, which she countered back and told me they had called twice. Giving her the benefit of the doubt, I went to check my incoming call list, to come across no calls from the grooming salon. My dog had been ready for three or more hours, Meaning, he was stashed away in a crate, alone, and anxious. Keep in mind, my dog is a rescue pet with abandonment issues. We just recently adopted him in April, and he has already grown very attached us. We have since learned that he does not like being kept in small areas for very long, hence why we do not crate our dog. We communicated that to them beforehand. He gets very panicked, starts crying, and barks until his voice is strained. He is also an adult, soon to be senior dog so this is obviously not good for his health.
We rushed over to the store to pick him up, and when they brought him out on his leash, they could barely contain him once he caught sight of us. We were handed over his leash, and received no apology as they led us out the door. Seconds after stepping out of the salon, he soiled himself. He stepped in the mess and got it on his legs. He is seven years old, a potty trained dog. What was the point was of $72.00 for a bath if he was only going to soil himself out of fear and anxiety?
We then informed them that he had an accident on the floor of the store. Instead of coming out to help us, the lady at the front desk sat in her chair, and simply pointed to the paper towel station, and told us to clean it up. Because we did not want the other customers browsing around to slip, or step in his mess, we grabbed as many paper towels as we could, crouched down and cleaned the floor, while trying to contain our crying dog. While trying to clean, he lunged towards the door desperately, all while choking himself in the process because of how tight he was pulling on the leash. I had never seen my dog behave this way, or appear to be this traumatized. Our usual calming methods wouldn't work on him at this point.
I am appalled at the treatment my dog and the rest of my family received. My dog is part of our family, and we take his health and overall wellbeing very seriously. My dog was neglected, abused, and mistreated. I, the customer, felt very disrespected. I demand a full refund. My dog is now showing extreme signs of separation anxiety, and he panicked when we all went up to bed, which he never does. I would like an apology, a refund, and/or what I paid in store credit.
Let the owners beware, if you have a rescue dog who has history of abandonment/seperation anxiety issues, do NOT take your dog to this location. They have zero empathy for the pets you put into their care, and they will carelessly traumatize your dog.
- Ajua E. read more
