Terrible customer service. I had been bringing my dog here for several years with no issues. I brought my dog in on August 12, 2024. I dropped her off, when they called, I went to pick her up. As soon as I stepped foot through the door to the grooming area, an older woman shouts at me "she's going to have to be an express from now on!" I'm assuming this was Alexis, because that's who was supposed to be grooming my dog that day? But I don't actually know if that was Alexis or not. I was taken aback by her shouting at me, and that being the first thing said to me. The other girl in there, Bri, intervened and spoke kindly and said "she just had some trouble in the crate, she was very excited." And that was the whole exchange. Nothing else was said to me. I assumed express meant I just had to stay there while she was being groomed, so as soon as she was done, I could take her, and she wouldn't have to be in the crate at all. Now, my dog is crate trained, she sleeps in a crate every night. So I thought that was odd, but I have no problem doing whatever to make it easier on my dog and the groomers. Regardless, this issue rubbed me the wrong way and I have not brought her to be groomed since, until today. I brought her to the turnersville location because I didn't want to bring her back to Sicklerville. When I walked in to check her in, the groomer told me there was a note in her file that said "recommend express" with no other notes and asked if I knew why the recommended that. So I told her what happened. She seemed confused and almost wary to work with my dog because of that note, and there being no other context. She also explained express meant that the grooming service would take almost double the time, because she would only be working with my dog during that time (I never realized they switch around dogs during a service to give the dogs breaks) and would be extra time to be extra cautious through every step. Of course the express service is also an upcharge. I'm not upset with the girl from turnersville, but I am upset that none of this was explained by the people at the Sicklerville location. They never told me what express even meant, they never told me it would be going in her file, they never offered context as to why it was included in her file, all I was told was that she was too excited in the crate. I'm very upset by this experience, and hate that the groomer at the turnersville location was uncomfortable grooming my dog because of a note with no context (but I don't blame her). My dog is a pitbull, so of course she already is stereotyped. And yes, she can be hyper when she's excited and she's always excited to go to the groomer. But she is friendly as can be and a giant cuddle bug. Everyone at her vets office loves her to death and understands some dogs just get excited. And just a quick side note, the amount of people who work with dogs but do not know that red nosed pits get very red when they're excited is truly astounding.
With all that being said, the woman at the turnersville location was wonderful! She was very patient with my dog. And after the service, she walked me through each step. She also said she doesn't think my dog needs to be expressed, but stated she does get excited seeing other dogs and recommended calming treats before she comes. read more