To the owner of this establishment, Jeff - you are a fool if you think that you can bully your customers for a justified refund and expect them to walk away without warning others of your shady business practices. As you threatened to me, you can remove this from Yelp if you want, so please feel free - but I am hoping that at least one other person gets to read this before you get to it. as I can tell from a few previous reviews, your business practice of not keeping your customers fully informed when an injury happens to their dog, such as a nail cut to the point of bleeding, isn't just a "one time mistake" or an "oversight" as you claimed.
I have been taking my dog to Rex since October 2014. the last time I took him was this past Monday, 1/20. I picked up my dog in the evening and was told that he did much better this time, which I was very glad to hear. my dog is super nervous about having anyone, even me, near his face and paws, so I was glad that he was slowly becoming more at ease with grooming. I adopted him last summer and his previous owner did not keep him groomed, so it was all a work in progress for me and my pup. but apprently, everything went off without a hitch.. perfect! or not.
what Rex neglected to tell me is that during the groom, they cut the quick of one of his nails. On the car ride home, it began bleeding again. this wasn't immediately apparent to me as it was dark on the way home. by the time I got home and noticed the blood (which I mainly noticed because I could smell it), the new shirt I was wearing had dots of blood all over it, and the fabric seats of my car had blood everywhere. I called Rex and asked what I could do; I got a half-hearted apology and was told to use corn starch to staunch the bleeding. so I did. I sat with my dog and wrapped him in a towel for an hour before the nail finally stopped bleeding. I then had to hand wash my clothes, and try my best to scrub my car seats before realizing that they have to be professionally cleaned now. I managed to get in touch with the manager the next day and I asked for a refund. I explained over and over that I was NOT upset at the groomer, I am NOT upset by the actual cutting of the nail. what was so upsetting to me is that the huge inconvenience and mess I had to deal with afterward could have been avoided if they had just informed me of what happened. I would have taken the necessary precautions to watch my dogs paw to ensure he didn't get all excited and make it bleed again. the owner, Jeff, apologied and offered instead to cover my next groom. I was skeptical but I accepted, because up until now, I had been extremely happy with Rex. In fact, I had a previous 4 star review on here (that is now deleted). Before the manager contacted me, I wrote an honest, 2 star review regarding this recent experience and again I re-iterated that I was not upset at the mistake itself.. I was upset at the lack of ownership. I felt like other pet owners should be aware that they need to ask Rex if anything happened to their dog, because clearly I am not the only person this has happened to.
Yesterday I got a call from Jeff. He asked me to remove my 2 star Yelp review because it was "damaging" and could ruin their reputation. I initially agreed because I was sleeping at the time, but after a few moments I realized that I had no further interest in working with Rex. I felt like contacting customers and asking them to remove reviews wasn't very professional or truthful, so I called Jeff back and told him that I wasn't comfortable with this and I asked instead for a refund.
What happened next is an argument that I can't fathom would come from a 'professional' establishment like this. Jeff told me that he absolutely WOULD NOT refund me unless I removed my review. I again re-iterated why I felt my review should stay. negative reviews happen, and I still felt that mine was justified as a warning to others, regardless of the future free groom. We literally argued like children - him talking over me, me becoming upset and raising my voice, which I never ever ever do to anyone who owns a business. I just couldn't believe what he was saying... "I can call Yelp and get your review removed.." "Why should I refund you?".. "This is how business works. I'm not giving you a refund unless you take that review down." I angrily hung up the phone but called back shortly after I removed my review (which I will post a picture of) and he agreed to refund me. I picked up my check today, and he 'thanked' me again for removing the review.
What kind of business does this? Who flat out fights with a customer, and BULLIES them to remove a negative review? I am not some irate, crazy woman who tries to tear down small businesses. I loved Rex, but after the way the owner treated me like a child, I will never step foot in that place again. Jeff/Rex, do not ever contact me again. I will tell everyone I know to stay clear of you. read more