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| - We have been going to Applewood Pet Resort since Chewbacca came into our lives last September for grooming. The first several visits went great. He was groomed in a reasonable amount of time and seemed happy to be dropped off. We loved the grooming job and the friendliness of the front desk staff who always seemed happy to see him, fussing over how cute he is. Service, however, went downhill this week.
On Wednesday, my daughter dropped him off for his 1 o'clock appointment. Chewie did not seem so happy to be dropped off. She specified that he needed to be picked up at 4:30 as I had an exam that evening at 6 p.m. She was reassured that this was not a problem. She noted that they did not greet her when she came in the door.
At 4 p.m., I called to confirm he was ready and was told that no, he would not be ready until 5:45. When I reminded them that we had asked for 4:30 pickup, they came back on the phone to confirm he had had his bath and was dry but not groomed, that I could pick him up and bring him back on Friday.
This morning when I dropped him off, at 10:30, I barely made it in the door when one of the staff leaned across the desk and demanded my phone number, without even a good morning. So I paused a moment and said, "Good Morning, How are you?". She seemed taken aback but did not apologize and then said, "Good Morning, yes, I'm fine. What number can I reach you at?" I noticed a couple of the staff behind the desk snickered when I corrected her manners. There was no apology, nor was there any of the usual happiness to see Chewie.
I've noticed they no longer call to tell you when he's ready, and they take longer and longer to do what I consider to be a basic grooming. We've also had to remind them to trim his nails, and at pick up time, the nails are not trimmed, necessitating a return to the back for the job to be finished. Bobby appears to be flustered when this happens. I'm pretty clear in my expectations of what I am paying for
Today, I called after 1 p.m. to find out what was happening and was told her would be another 40 minutes. I am curious, since he already had been bathed, what was taking so long?
When I arrived at 2:30 to pick him up, there was another client waiting in the reception area. So when Bobby, without a greeting, leaned across the desk and said, "That will be $60 please.", it took me a moment to realize he was addressing me. This time, I was not as gentle and commented how I disliked being asked for cash the second I walked in the door, that I found the way that I was greeted to be rude. He apologized, said somewhat impatiently, yes, yes, hello, sorry it's Friday. I mentioned, since he is the manager, that I had been greeted similarly in the morning and that I did not consider the day of the week as an excuse for rudeness. He responded back that he had apologized and that was pretty much it. He repeated that he would be sure to always greet me positively, but he said it in such a sarcastic manner, I doubt the sincerity of his apology.
I find this behaviour very, very odd, as a positive greeting is the hallmark of a well run business in the Paradise Valley/Scottsdale area. To be greeted so rather rudely is extremely uncommon in the valley of the sun.
We left, but I have to say, given their prices, the amount of time they take, the rudeness of the staff, I doubt we will be returning. I have, however, nothing but good things to say about Applewood Veterinary Clinic next door, who's staff are so polite, respectful, helpful and very kind. The quality of the care we receive for both Chewbacca, and in the past for our cat Belle is/was exemplary.
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