I wish I'd read the reviews before I gave these folks a membership. First of all, they don't really groom my dog that thoroughly. My dog loves baths and love people, so I don't know why she is always half cared for. They charge extra to blow dry, which is weird - so dogs come out half wet. They have a teeth treatment and charge $20 for it but I usually don't see much of a difference. They do clip nails, but they don't do a great job of it, honestly. It's just very basic service and scheduling with them is kind of a headache. I've scheduled with them two times either in the office or over the phone where they somehow lost my appt and so messed up MY schedule. So, I was thinking about cancelling the membership if my dog came back half clean again.
But today they tried to push my appt back more than an hour when I got to the shop and that was my straw. Here's what happened.
Today, I walked in the door at 1:33 for a 1:30 appt. There were two people ahead of me so I sat down on the bench where people wait to be checked in. After about a minute, the front desk clerk said "And who is this?" about my pup and when I told her she just said "We'll have to see if we have time to see her today," - out loud while she was helping the other people in line. I looked at my phone and it was 1:35. Mind you I never even got up to the desk. No way I was going to be helped at 1:30 when there were people already in line ahead of me.
I said "I don't know why you wouldn't. I have a 1:30 appt." She's like "Well you were late." And I'm like "I've been sitting here waiting for a minute and a half. She didn't say anything - LEFT her other customers (both of them) and went in the back. Some other woman came out, did greet me but was immediately like "We can take care of her, but we won't be able to until 2:45." Mind you all this is out loud in front of everybody. They never said "Can I help you?" Never invited me up to the counter. Just scolding me in front of their other customers.
I'm like, how do I have to wait an hour and a half when I have an appt. So we're arguing about this. At 1:40, this woman goes "Well I can check the cameras to see what time you actually arrived." Like I'm lying.
I'm like "I've been arguing with you for five minutes, what are you checking cameras for? So to me, that suggests they do have a grace period but were just been intolerant.
So no apology. No customer service. I'm talking to her and my dog is sitting calmly between my knees and I guess I'd let her leash go because she was being so mellow and instead of trying to de-escalate this iissue, she now goes:
"I'm gonna need to ask you to restrain your dog at all times for the safety of others."
By now the only person in this room is a gentleman who is waiting on pickup for his dog. My dog isn't even moving. And while I understand that sentiment, I don't understand why every way they approached me was just like they didn't want me there. At some point she said "This is why you are supposed to be here 10-20 minutes ahead of your appt." Like what are you talking about? Your'e a groomer, not a surgeon. She keeps scolding me loudly, by now in front of at least two more clients who have come in. So in total, these folks have been publicly talking loudly to me in front of at least four different clients and never once asked me to come up to the counter. If you want people to come earlier then book people ahead of their appt times. I get to my appt at the hour every time and no one has ever said "Hey could you come earlier for your appt?"
Finally, I'm like what is your name and I told her I would relay this encounter to management because it felt very unprofessional and I don't understand how everyone out of the gate was just rude and weird when no one was going to be able to help me if I had walked in at my exact appt time. She says her name is Mackenzie and she IS an area manager. How is the area manager being this ungraceful with people??
Every business, office, appt has a grace period. Everyone. Doesn't Scenthound? And if they do, why not for me? Just curious. For the record, I am a black woman. I don't know if that was a factor, but I figure I will just log it for the record. This neighborhood can be weird sometimes and at some point, the whole thing just felt - off. Take it for what it's worth.
Cancelled membership. Requested a refund, which I'll give them credit - they did refund my membership promptly so I do appreciate that. Anyway, I'm happy to pay a little more someplace else that treats me like they want my business and like I'm not bothering them. read more