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| - I've had nothing but great experiences for the past five years and I appreciated the close relationship that I maintained with one of the groomers, Alex. She was highly trained and treated my dog, Lebron like her own. But due to Alex's departure and a positive review that I left on here over a week ago, I have experienced the opposite of what I used to. I dropped off Lebron about a week ago and was told that he was going to be cut by someone new because of Alex's departure. I had no problem with that since Lebron has been coming to this shop for years and he is comfortable around the other groomers. So from that point I dropped him off and then returned back hours later to come pick him up as usual. When I got to the shop and saw my dog, he didn't look the way he usually did but I couldn't quite see what was so off at the time. I paid for his cut and then drove him home.
Once we got home and I was finally able to get a better look at him I noticed that only the center of his body was cut. His nails, head, ears, legs and tail was never touched. Now the biggest issue that I had with bringing him back in was the fact that I traveled from Scottsdale to Ahwatukee just to get him cut by a shop that I had once fully invested my trust into. The second biggest issue is that I don't want the same groomer who was afraid to cut my dog to begin with to have the same exact opportunity to additionally treat him like a science project. In addition to that I was told that Alex left specific instructions to the other groomers about how we preferred for our dog to be throughly cut with practically little to no hair left on his body, but yet we received the opposite. One of the leading questions that they asked us after the fact was, "If you noticed that something was wrong then why didn't you say something when you first saw him?". The most honest answer that I can give to that is that I have been coming to this shop for years, so long that Ms. Betty was still the owner, and I have never had one bad experience that I could ever recall. So when I drop my dog off, I expect for him to receive that same kind of treatment regardless of who cuts him.
I waited to see how long his cut would last and it barely made a week, which in essence means that I wasted $50 dollars on a cut by someone who was inexperienced in taking proper care of my dog. When I called into rectify the situation they did offer to recut him but by the same person who messed him up to begin with. When I said no, they passed me off to another groomer who gave me a list of excuses as to why his cut was different and how if something looked off then we should have taken him back in. But what they weren't trying to understand is that when I see him after his cut, I don't overanalyze him and point things out because I expected for him to be taken care of the way he deserves. It's to the point where I don't want my money back, I don't want him to be recut, and to top it off I don't want to ever have to deal with this shop again. I know that the new owner of this shop checks the reviews constantly so the biggest thing that you need to look at is the fact that the issue isn't with the customer, it's with the groomers. Also they can fill you in with as many excuses as to why you just lost a customer who has been coming here for the past five years.
Also there is no missing facts about the situation that I have left out, so don't bother trying to respond with that excuse. My story isn't fabricated and if you notice, the majority of the negative reviews have been left were there ever since Ms. Betty and Alex left. At this point there is no way to rectify the situation and you have your groomers to blame for that. You can respond by trying to justify their actions, but in doing so is a slap of disrespect to all of the customers who came in and never came back. There is a reason why they left and why I am leaving too.
Also in response to the owner who just left up a defensive message. It's amazing how I'm treated after I left a complement but when I leave a complaint then I'm now someone who is a "shady character who is looking to extort a freebie"(your words from last Saturday to describe people who leave negative reviews). I didn't leave out any facts and in fact you need to learn how to treat customers with respect. My father didn't curse out anyone because I was the one on the phone and I just had it on speaker so that he could hear. Just because someone is upset about how their dog is treated, then they are now "losing their temper". Really? You didn't try at all to make us really happy because you told us nothing but excuses and to clarify we already knew that Alex left to go have her babies and she told us that herself. You are trying to have a war with a customer and your supposed to be an owner. You get defensive so fast and blame the customer for the errors on your part. After hearing nothing but excuses I was the one who hung up the phone, not my father.
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