Lost a customer!! I have never posted a review on any business and/or service; however, after my negative experience today, I decided I should post about the way I was treated at this establishment. First, let me begin by saying I had an 11:00am appointment for my Yorky who weighs six (6) pounds and is fifteen (15) years old. My dog has been groomed here at least four (4) times in the past. Each time, (one of those times being on a Friday) my dog was here for 1.5 to 2 hours AT THE MOST. Let me reiterate that my dog is fifteen (15) years old. At 1:30pm today, I still had not received a call from anyone at Trulie Dogs, so I decided to stop by as this was longer than usual for them. As soon as I walked through the doors, I could hear my dog barking his head off. I asked if he was ready, and I heard the girl tell the gentleman at the desk it would be at least 3:00pm before my dog would be finished. All the while, my dog is barking his head off, and was barking his head off when I walked into the store (he had not seen me or heard my voice). I left the store and called my husband to tell him that it would be after 3:00pm. I was on the phone with my husband for approximately five minutes. When I walked back in to the store to inform them I wanted to pick up my dog regardless of if they were finished with him or not, my dog was still barking. I asked the gentleman at the desk if my dog had been barking since my husband dropped him off at 11:00am (it was 1:45pm by this point). The gentleman refused to make eye contact with me and said he had not been barking all day. I asked him what had been completed on my dog and was told that he had just had a bath at this point. Let me get this straight....you've had my dog for almost three hours and you've only given him a bath? At this point, I told the gentleman I wished to pick up my dog, I waited for an additional five (5) minutes for him to go get my dog. My dog finally stopped barking, and I later realized it was because they picked him up to quickly cut his nails because they had not even done that in almost three hours. What is the point of an appointment? When the female brought him out to me she and another female at the register (both younger and plump) told me that next I should expect to allow 3-4 hours for grooming and that it's usually closer to 4 hours. This was relayed to me in a condescending tone by the female groomer. I informed her that it has NEVER, EVER taken more than 1.5 to 2 hours. The other female behind the register told me (again with a condescending tone) that this was because my old groomer (who no longer works here) was faster at grooming dogs. I was charged $20.00 for a bath (that I could have given my dog myself at home), and the rude female behind the register had the audacity to ask me if I'd like to add a grooming tip to the bill. Seriously?This could have been handled differently in so many ways. First, the store could have called us to inform either my husband or me that they were running behind, and they could have asked us to bring our dog in at a later time. Second, the store could have informed us that our usual groomer was no longer employed there, and if we wanted an "express grooming", (which I did not even realize existed until the rude girl behind the register informed me of such today) we could pay extra for a quicker service. Here's yet another option, when they realized that my old dog would not stop barking, they could have called me or my husband to come sit with him (my husband does not work), and one of us would have happily gone there and sat with him in then parking lot until they were ready to groom him. What's super disappointing about this entire experience is that no one at all apologized!A sincere apology would have gone a long, long way. Or, the offer to groom him while I was there would have been great. Or, the offer to not make me pay for the bath and then come back another day for the grooming and to be charged the full price then. A fifteen year old dog does not need to be sitting in a stressful environment barking his head off for four hours. None of the aforementioned was offered. I'm hoping that the owner will read this and will offer her staff much needed customer service training. read more