I have brought my dog to your establishment a total of three times, but regrettably, I will not be returning in the future. My dog is a year and a half old and experiences some social anxiety, which makes visits to the groomers challenging due to the presence of barking and unfamiliar individuals. However, I had positive experiences during her prior two visits.
For my most recent appointment, scheduled at 2pm, I dropped off my dog as usual. Unfortunately, I called in for an update at 3:30pm and was notified that you were running behind schedule and had not yet begun grooming her. This meant my dog spent 1.5 hours in a kennel, experiencing anxiety. Given my other commitments, I faced a dilemma and had no choice but to leave her there, hoping the delay would not be extensive.
Upon arriving to collect my dog around 6pm (closing time) I was informed that she still required an additional 20 minutes. This information left me upset. I couldn't comprehend why, during the four-hour period, my small yorkipoo had not yet been completed with her grooming. Ordinarily, grooming for her breed takes approximately an hour or two (at most). Understandably frustrated, I requested the immediate return of my dog and expressed my dissatisfaction with the situation to both the tech and front desk assistant.
To my disappointment, the technician handling my pup demonstrated a lack of professionalism and empathy. I politely requested a discount due to the fact that her ears, paws, and nails had not been finished or addressed. In response, the technician provided a curt reply, firmly stating that no discount would be granted. Furthermore, her demeanor throughout the entire conversation was highly abrasive. This entire interaction left me feeling deeply upset and confused. I entrusted my small dog to your establishment for a simple grooming, and four hours later, she remained incomplete. It is disheartening that my dissatisfaction was met with an attitude rather than understanding. In similar circumstances, most reputable establishments would have shown empathy and promptly offered a full refund for the service (or lack of).
Several aspects of this experience were completely unacceptable. The lack of communication from your staff advising of the delay, the unprofessional attitude displayed by the employee, and the insistence on charging the full cost of the service have left a lasting negative impression. There were numerous opportunities for a significantly improved customer experience, benefiting both myself and my dog.
Had to express the poor customer experience and let others know to prepare for attitude if not fully satisfied with the service.
Picture: One ear cut, paws untouched, nails untouched but still paid full price for a bath and cut (wrong length). read more