I recently had an unfortunate experience with Urban Yap and I feel compelled to share my concerns. Firstly, when I arrived, I specifically requested that they notify me 15 minutes prior to my puppy's completion due to his separation anxiety. I was willing to pay extra for their service, as they usually follow such requests diligently and do a great job. However, on this occasion, the groomer had to leave abruptly due to a family emergency, which disrupted their ability to communicate effectively.
Leaving my 6-month-old puppy with them at 10:30, I became concerned when the grooming process took longer than usual. It was only when I called at 1:30 to check in that they finally informed me about the emergency situation, explaining that the delay could extend for an additional 3 to 4 hours. This lack of proactive communication was highly disappointing and left me feeling anxious about my puppy's well-being.
Faced with this unexpected delay, I decided to pick up my stressed-out puppy instead. I informed them that I would return once they were ready to proceed with the grooming, and I would wait in the parking lot until they completed his cut. Unfortunately, my puppy appeared visibly stressed and in urgent need of a bathroom break.
To compound matters, it took an arduous hour-long conversation with the manager to secure a mere 25% discount. This discount felt inadequate considering the circumstances: my puppy was confined to a crate without any potty breaks or lunch, and there seemed to be a complete lack of intention to inform me about the delay. I have no problem with people having emergencies, but do expect to be informed for the sake of my pet's wellbeing.
On a positive note, the front desk associate was kind and respectful, and the Final Cut did follow the parameters we requested.
Overall, my experience with Urban Yap fell far below expectations. I believe it's crucial for a grooming service to prioritize the comfort and well-being of the pets in their care. I hope this review highlights the areas that require improvement and serves as a cautionary note to other pet owners seeking reliable and considerate grooming services. read more