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| - I waited several days to write this because I was so upset, but wanted to be fair. I went here because it was close to work and I loved the 'cage-free' concept, and they had good reviews.
I confirmed the price on the phone, $55. The owner seemed friendly. I explained that my dog (havanese) was extremely matted. He petted and held her, so he had ample opportunity to discover the extent of the matting. We discussed what I wanted and I explicitly said that I did NOT want her shaved. He acknowledged this and said that she would have to be cut very short due to the matts. That was fine.
When I picked up my dog, she was completely shaved. I could see her skin in spots. Her ears were completely shaved and even her beautiful tail, which was only knotted at the base, was shaved except for the tip. The face shape was not appealing at all and seemed rather roughly cut.
Even that is not why this business earned one star. It is the supreme arrogance that they did all of this, KNOWINGLY against my wishes, and without calling me. The shop has NO excuse for not picking up the phone and saying that the matting was worse than they thought, she would need shaved or I would need her picked up. The choice should have been mine, not theirs. They also increased the cost from what they quoted me without permission.
(This is heresay, later that day at the dog park, I bumped into someone that said they also had a bad experience here. Asking that the shop not use any fragranced products due to their dogs sensistivity and the shop did it anyway)
The way the owner handled the situation afterward was also terrible. If he reads this, I would recommend a book or course on customer service. He did not apologize ever, tried to make it sound like I should be grateful they even bothered (his exact words were: "we were this close to calling you and telling you to pick her up and take her to the vet for a medical shave down and that would have cost you $200 or more". Believe me, I would have much rather picked up my dog!). He also put the blame on the customer, repeatedly saying, "Well, you have to brush her". Don't get me wrong, I accept full responsibility for the matting, it happened when I was out of town and I couldn't get the matts out, but as the customer, I did not need to be REPEATEDLY battered with that statement.
I don't like leaving negative reviews and hope that I was fair. I just don't understand how a shop can justify going against a customer's wishes when our dogs mean so much to us.
10/29/12: I'm shocked by the owner's response to a legitimate complaint. His reply is filled with half-truths and outright lies. And to say I abuse my dog! I ADORE my baby and all animals. I hope people see through his response and realize that someone who abuses animals would not seek out a high-end grooming salon.
Despite his response, I don't believe that this man would deliberately mistreat an animal, or that his philanthropy or passion for dogs is in question. As long as your wishes for your dog agree with his, then I think things will go well. If not, the owner clearly thinks he is qualified to know what's best for your dog even if it goes against your specific instructions - THIS is what my complaint was about. The owner used awful lies to try to justify what he did and says there was "no choice". There was a very easy and obvious choice - call the owner!
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