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| - So, me and my family used to come here over the past 15 years with my 3 dogs since we've moved to Vegas. We would get grooming, buy treats, and little dog hats and fun stuff. Of course, that was until recently their staff has either changed or started to become very rude. Apparently, their staff does not know how to handle customers in a kind matter.
So we brought our dog in, (I won't name the name or the breed, but it's a large dog). We called two days in advance to book an appointment as usual. We asked for a bath, a cut and a de-shed. So... On the day of... I brought my dog in and dropped him off. I asked what time should he be done? And the lady with the purple hair said, "Oh about 2-3 hours." I leave the parking lot and 1 minute later she calls me on my cellphone and asks, "What does your dog want again?" (But didn't I just told you over the phone when we made the appointment?) I tell her what I want AGAIN and I drove off.
2-3 hours comes and goes, and the store was near closing... Worried... I decided to call and asked if my dog was ready. She stumbled her words and said "Oh yeah, I was just about to call you." (Convenient. Eh?)
I come to pick up my dog. I pay $74 plus a $10 tip and buy a hand full of treats. So I spent around $90. The receptionist leaves to get my dog. After 5 minutes I started to wonder what was taking so long. Instead of the receptionist, the groomer comes out, (with a panicked look on her face). Immediately, she started apologizing for the buzz clipped on his my dogs too butt region.
So upon inspection... My dog had a giant buzz clipped near the top of his butt, his tail looked as if it not brushed nor groomed. It really just looked like the groomer took a clipper and clipped him from top to bottom. Like, there were no scissors involved. She said that my dog wiggles around when he was being clipped. So that's why there was a random clip scar on his butt. I didn't think much of it. So I went home and showed my family. They were so upset and wanted to call the store right away yet they were closed. We decided to sleep on it, and call the next day to see if they would rectify the problem.
The next day, we call and we ask to speak to the manager. It was the same lady that we spoke to the day prior. We tell her the problem, and she asks if she could call back. So, we let her. (I guess so they could think up of an excuse or discuss something?)
She calls back, and we ask for a refund and this is not right. We are not happy with the service and that the groomer just took a clipper and shaved him down. We asked why the groomer took a #3 clipper to his back? She yells back in retaliation that our dog moved around a lot and blamed my dog.
(Now kind you, like I've said we've brought my large dog at least two times. This being the third time and my little dog 4-5 times.)
I continue to ask for a refund, but she offers a "coupon" for the next time. I told her there would not be a next time because I am never coming back! And then she said, "well, be lucky that we didn't charge you for a de-shed."
Excuse me? In customer service, the first rule is to not argue with he customer nor do you challenge them in any way. We were merely caught in an incident where we were not happy with the grooming service and wanted our money back after the many years of being a customer here.
I tell her that she was making a mistake. She should rectify this problem and it's simple. Instead she continued to make excuses and lie about not using the clippers.
The owner or manager who reads this will most likely disagree with my statement. But I am telling you, if you've ever been in a horrible situation like this where you paid almost a $100 for a service plus treats, to an establishment and been a 15 year customer and was treated this way... You too would feel hurt in your heart and your loyalty to a business destroyed. It felt like all the cakes and money spent meant nothing.
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