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| - Spend your money at a place that trains employees how NOT to lie, how to interact with customers, & how to trim dogs right--basically ELSEWHERE.
My sister and I brought our dogs here today on a Saturday. She called in the morning around 11 am as our usual place was booked up til Wednesday. This is our second choice grooming place, & although we had a problem with them in the past it wasn't big enough for us to not give them another shot. The receptionist told us there would be a long wait but they were accepting dogs today. Since we had a long day planned out, we didn't mind waiting for them to be ready.
So we dropped them off around noon, my sister specified what she was looking for in terms of service, & we were told it would be a few hours. That was fine. We even bought Girl Scout cookies from one of the groomer's daughters who was hanging out in the reception area. She was so happy, it made us really glad.
Anyway, at 3:24 pm my sister and I were in her car when she gets an extremely short phone call. The person called, it rang twice, then hung up before she answered so she called back, thinking it would be them. I asked to make sure she asked what time they closed in case we had to go get them now (in case they closed at 4 pm). Because we were in her car, I heard the whole conversation over speakerphone.
They asked for her last name & when she told them they put her on hold, then came back and said "Oh one of your dogs is finished and we are still working on the other one." I thought it was funny that they would call to tell us that just ONE dog was done. My sister said that was fine, and asked "By the way what time do you guys close today?" The person responded: "6:00" and so we breathed a sigh of relief because we were just about to get our weekly shopping done. We go about the shopping, get home around 5:15 pm and then after putting groceries away my sister's phone rings, so I answer.
"Hello this is ---- from Clip N Tails, I just wanted to let you know that your dogs are ready to be picked up and you will be charged a late fee of $15." WHOA. What??
I said "Sorry, did you say there was a late fee of $15?"
"Yes, because we closed at 4 today and it is now after closing so there's a $15 late fee for that."
"Hang on, I thought you close at 6:00 today."
"No ma'am we close at 4:00."
"But the last time you called you--or whoever we spoke to last--said you closed at 6:00."
"I'm sorry that's not possible. Everyone has worked here for years and everyone knows our hours. We close at 4:00." WTF. Was I not present during the last phone call? Is she lying right now and trying to cover her behind??
I felt like she was lying and trying to cover for herself. I let her know we would be on our way to pick them up now.
I told my sister ASAP what had happened in the phone conversation and she was LIVID. What kind of business doesn't let us know the dogs are ready to be picked up and then calls over an hour after they are closed to charge customers $15 because we kept them open?? A shady one, which is what Clip N Tails apparently is.
My sister called back and had a heated conversation over the phone with the employee who told us we would be charged. I was also listening in on that one, and in it the employee LIED and said that they HAD called my sister when the dogs were ready before they closed, hence the $15 charge.
..I wondered if she knew that cell phones these days have Caller ID. It wasn't even about the money. At this point it was more because they considered themselves incapable of being wrong and were calling us the liars.
13 mins later after running a few red lights we went to get our dogs & my sister showed the employee at the front desk her call logs showing the missed call at 3:24, her calling back, and no phone calls until 5:15 pm. The employee was adamant that NOBODY could have told us they close at 6:00, and when we told her that nobody had called to say they were ready she responded "Well we must have called the wrong person then, so we won't charge you for it THIS TIME. Next time, we would have to charge you." ...can you believe the audacity btw??
"There's not going to be a next time," my sister responded.
When we got home my sister examined the dogs. Really, we only wanted one of them groomed, but she had none of the usual bows they put on her ears. Her hair on her butt was trimmed a tad shorter but like last time, my sister will be trimming it even shorter because they only cut off a tiny bit. It's like she didn't just come back from the groomer. So basically we paid $80 for both the dogs to get bathed.
Your hard-earned dollars deserved to be spent at businesses that treat their customers BETTER, that do not LIE, and treat customers with respect. If you look at other 1-3 star reviews here, many of them say the same thing: that they don't call you to tell you that your dogs are ready, that the job they do with grooming sucked/was uneven, and that the employees LIE!
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