This is Joel Spainhour, the owner of Tucker Pup's. I am responding to the review written on 2/17/2007 by Elizabeth. We are dismayed when someone has what they believe to be a negative experience and instead of communicating to us, goes out and write such a negative review.
I was the "men behind the counter" so I feel compelled to respond. Unfortunately, Yelp doesn't allow official responses from the business, so this is the way I have to do it.
Please note that I have reached out to this customer, with no response.
So here is our response, point by point:
1) there has been a street sign for Carpenter for the past two years. I'm not sure why it suddenly came down, and I wasn't aware that it did come down until I read this review. I don't believe it's fair to blame us for that. If someone calls and says "I can't find you" we tell them exactly how to get here. We received no such call. We have contacted the city to find out why the sign came down and to get it back up. We also have detailed instructions on our website, and also tell everyone it's two blocks north of Harpo Studios.
2) the customer waited for 10 minutes because there were customers in front of her in line. Do you believe we would just have a person stand there otherwise?
3) A 1-star review about waiting for five minutes? The groomer was working on another dog and came out at the first opportunity. I personally said to the customer "she'll be right out" and she was.
4) The Chicago ordinance (in other words, the law) requires capturing due dates for vaccinations (the expiration dates, not just the dates they were done). This is because some shots expire in 6 months, some in 1 year, and some in 3 years, and different vets treat them differently. If you don't get the due dates, how else would a business know if the dogs are always up to date? I can also tell you that I am always completely pleasant when dealing with customers on this topic. "No problem - I can see that they were recently given. If you can just have your vet fax them over next time you come, we'd really appreciate it" is the way I always ask, including in this instance. If another business doesn't ask for these, that is a risk they are taking.
5) many grooming shops have your dog for the entire day, and many also have them for 3-4 hours. 95% of ours are done in under 2 hours. In this case, it was 2.5 hours, which occurred because some other dogs took longer than expected due to matting.
6) the groomer finished the dog a few minutes before the customer walked in. She was getting ready to call.
7) if you don't want your dog in a cage, you would simply need to mention that when you check in. We try to accommodate people to the extent possible. However, grooming cages are part of the experience no matter where you go, so you have to expect that. We do offer daycare and the dogs can go in there if necessary.
8) We have a new employee who wasn't as familiar with our software or checkout process, so she went to get the assistant manager, who came out immediately.
9) the assistant manager got the price from the groomer, told the customer, and sat down at the counter to check her out. She didn't yell or walk away from her. Another customer who was present confirmed this to me.
10) "She been acting weird all night, and I hope to god those awful people didn't drop her." Wow. Seriously? Is it possible that she was just nervous from being in a new place? Do you honestly believe we would drop a dog? Do dogs vomit from being dropped?
We have what has to be one of the fastest growing grooming businesses in Chicago, and were recognized as one of the top grooming shops this year by the readers of Chicagoland Tails. We stand for quality in everything we do, and our staff are not rude to people. We get rave reviews about our staff all the time.
When there is a problem, we take it seriously and do what we can to make it right, including giving the service for free if necessary. When a customer handles it this way, including inferring that we must have dropped their dog, we are understandably disappointed. If you come here and have a problem, please call me immediately and we'll address it quickly and professionally.
On the other hand, if you're the type who gets completely upset about waiting five extra minutes, or the fact that you got lost, or that we asked you to have your vet fax us a document, or that there is a possibility that a new employee needs some help with the computer, then I'm afraid that there is no amount of service we could provide that would make you happy, and our relationship will probably not work out with each other. We are very down-to-earth and easy to work with, and our customers are very happy and loyal as a result. Read the other reviews on Yelp, on Citysearch, or on our website if you want proof of how much people like working with us. read more