A couple of days ago, I took my miniature schnauzer to Sam's Grooming for a full groom. When I arrived, I filled out their new customer intake form and provided a detailed description of exactly how I wanted my dog to be groomed. I also spoke directly with the receptionist to make sure everything was clear and even texted a picture to the number they provided as a reference. At that point, there were no concerns about meeting my expectations.
My schnauzer is very well cared for -- she's been professionally groomed every month since her vaccines were complete. We also keep up with her care at home by bathing and brushing her regularly. She's a predominantly indoor, house pet who only goes outside to use the restroom and occasionally to visit the park or go for a short walk. I want to make this clear to provide context for her lifestyle.
I dropped her off at 11:00, and they told me it would take two hours. I called at 1:00 to check if she was ready before I headed back, but I was told it would be 3:00 instead. When I called again at 3:00, I was told she still wasn't finished. They called me back at 3:40 and said she'd be ready in 30 minutes.
When I walked in to pick up my dog, I was shocked -- she had been completely shaved down. None of my instructions had been followed. The receptionist kept her behind the counter while proceeding to process the payment. At that point, I asked what had happened. She didn't initially provide a clear explanation, and I insisted that she bring my dog out so I could see her. The receptionist then said that my dog was "extremely matted" and that they had no choice but to shave her -- which was not true. I was very upset. Shortly after, she offered to forgo charging me for the service but made it clear I was not welcome back -- not that I would ever return anyway.
My biggest concern is that, after all the communication I had -- over the phone, in person, and even by text -- not once was I told that they might need to shave my dog completely, nor did they ask for my consent. Even during the initial consultation, there was no mention that they wouldn't be able to meet my expectations. I have my own theories about what might have happened, but I prefer not to speculate. I'm simply very disappointed in the experience and expected much more from a highly rated grooming salon. read more