I'm really disappointed to be writing this after almost a year of consistent, quality grooming for my two Australian Shepherds. I've always appreciated their work, and until today, I have never been late to a single appointment.
I was offered a next-day appointment at noon on 11/21. On the way there, I got stuck in road construction and was running behind. When the owner reached out to ask about my arrival time, I responded immediately and let her know I would be there at 12:25 PM. I was then informed that the appointment would automatically cancel at 12:15 PM and incur a fee. This policy isn't listed anywhere online, so I wasn't aware of it beforehand.
Wanting to avoid showing up only to be turned away or my dogs being held at their facility potentially causing anxiety, I called several times asking whether I should continue driving or turn around. Instead of answering, I later received a text from the owner saying she couldn't take my calls because she was in the middle of grooming another dog. When I arrived there were other customers in the lobby, and I made sure to be respectful and not disrupt anyone. I asked the front desk if I could speak with the owner so I could apologize for being late, understand the situation, and make sure my dogs would still receive proper care. She chose not to come out and instead after I left, sent a message that felt unexpectedly harsh, accusatory, and not reflective of the positive interactions we've had over the past year including today.
To be clear, I fully acknowledge that I was late. That part is on me. But even when a customer is in the wrong, they still deserve basic respect and a reasonable conversation--especially after nearly a year of loyalty and no prior issues. The tone and approach I received today made me uncomfortable leaving my dogs and left me feeling dismissed rather than understood.
Their grooming work has always been excellent, and I've consistently supported this small business. I genuinely hope this was simply an off day. But for future customers, be aware of the unlisted 15-minute cancellation/no-show policy and know that communication during delays may not be as accommodating as expected.
I truly wish this could have been resolved with a simple, respectful conversation. read more