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| - If you're reading this review, you care about your dog. I care about my four dogs. Actually, often five dogs because I am a firm believer in animal rescue I've been going to Wag 'n Wash grooming for over 5 years. I've been a loyal customer and have referred many, many people to this place. However, this is anything but a starred review. In my mind, no stars is a stretch.
As we all know, life gets in the way of being a perfect customer. Sometimes an appointment is missed and sometimes a staff member in the front can rub my husband the wrong way. Beleive me, I know my husband can sometimes rub people the wrong way himself. In the scheme of things it shouldn't matter. We all have the same goals.
It is customary, with every service I have ever been to that there is some kind of call if a client does not arrive on time. Yes. We were late. However, the call did not come in to us until an hour and a half later.
We had an extreme family emergency and missed an appointment for 2 dogs. This was bad. Very bad. However, when a family member is rushed to the hospital in an ambulance the night before, dog grooming is not the first thing on your mind. We had one other missed appointment in 5 years.
The operations manager seemed to know all our whereabouts and comments for the fast past 5 years. Creepy. It would have been nice if she looked at how many appointments we were there for, just on time, over 5 years.
I thought the call from the operations manager today was a gracious customer service follow-up. She told me that she had looked at our records as well as "notes" and seen that we had been with them for over 5 years. She then proceeded to ask me what was my "view" of what happened the other day. My side of the story? There were two sides? There's a combative relationship between the store and the customer?
We've been there for 5 years and I've always been fair and gracious. We were there the first week they opened. At this 1st appt, the grooming was actually a "hacking." We were still willing to try again after the owner spoke with us.
What were these notes the operations manager was talking about anyways? Were they taking notes on everything we said and everything we did? It was all very offensive.
It became clear that they had no interest in what had happened. Their reason for calling was to tell us that we should go elsewhere. Here was a store that we have been going to for over 5 years. We have always showed appreciation, patience and generosity. Now they were telling us that we were in the wrong. Shame on us for having personal issues.
It was quite obvious that they were not interested in what we had to say. This manager told me that she talked with the staff and then referred to these mystery "notes." Although she insisted otherwise, it was completely obvious that we were supposed to defend ourselves. Outrageous! The worst retail customer service I have ever seen in my life.
If you ever choose to go to this place, make sure that no relative is so sick that they have to jet off to the hospital in an ambulance. The response you will get from Wag 'n Wash that is you are "an hour and a half late" and you are "an hour and a half late" and you are "an hour and a half late." There is no excuse for my very stressed husband for being short tempered. Even though I called to explain and apologize at the time.
As they say..."say it with your feet." These feet of mine are going somewhere where there is enough customer service professionalism to realize that sometimes there is a reason for being an hour and a half late.
When I say... DON'T EVEN THINK OF GOING TO WAG 'n WASH... I mean it. It's not all about how your dog is groomed. It is also about how you feel when you walk through the door and how you are treated. All I can say is DON'T WALK THROUGH THESE DOORS! It seems to me that one should also look at the type of customer service provided. There is absolutely no quality of grooming that could make up for this.
Basically, I was asked to defend myself by the Executioner. No need. This sentenced victims is going elsewhere. There are many other grooming establishments out there. However, there are not so many loyal customers with many many dogs and tons of referrals for a store.
Without a doubt, they have lost this customer. I know vendors are allowed to respond to these reviews. If you do not hear back from this reviewer then this vendor failed, again, to provide the customer service necessary to keep a quality business running.
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