I used to frequent both stores however lately they have been inconsistently terrible. I need to order special cat food (which always takes a week to get in), it's often forgotten about and I have to wait another week sometimes two, forcing me to shop elsewhere or give my cat food he's not used to. Its like they have no control over their ordering process and hope for the best. Also, my dog likes a specific type of food they carry, but never have it in stock and I feel like I need 2 weeks of stock in my home in order to ensure I have food because of their ordering process.
I have booked dog grooming appointments which tend to get set for the wrong dates or times. Today was the last straw when I called to confirm my appointment before I leave on vacation next weekend. They either bumped me or booked the wrong day because I won't be here to take him to his appointment. The only thing consistent about this place is how they are consistently messing everything up. I won't be back. I shouldn't have to monitor their supplies and check up on them to make sure they are doing their jobs. When you bring this to their attention, they just shrug their shoulders and say "I don't know what to tell you" but still charge full price for their goods and services.
Here is a tip direct from me to you - If you screw up, take ownership, resolve the issue and don't shrug it off. That's a sure way to lose customers.