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| - I'm actually shocked by the lack of professionalism and horrible customer service I have received from the grooming salon on multiple occasions. The store is great, the employees are helpful, the vet is absolutely amazing, but the grooming salon is a complete disaster in my opinion. This is now the second time we've had problems with the groomers so I'll go into a little detail for both.
First time: booked an appt for my 2 puppies a week ahead of time. Went in, dropped my dogs off and was told to pick them up in about 5 hours cause they were very booked. I came and picked them up 5.5 hours later and was told one of my dogs hadn't been trimmed yet and it would just be a few minutes. So they put him on the table to start grooming and in walks a woman with her dog wanting a walk-In service (nail trim). The groomer says to me, "we will take care of your dog after we take care of this nail trim." I said "well we had an appointment almost 6 hours ago so no I don't think that we should have to wait for a walk in." So I'm thinking why in the world would a walk in get priority over someone in the middle of their already dragged out appointment? What if I had to be at work or had something to take care of and was now late due to them setting me back 1.5 hours? Anyways, one of the dog groomers in the back just says "whatever I'll just do it, you do the nail trim". As if it was so difficult for her to DO HER JOB THAT SHE IS ON THE CLOCK FOR ANYHOW. So we went to a more boutique grooming salon where we got much better quality service at a slightly higher price...
Now
Second time: the boutique style salon we went to charged $35 for a full puppy groom. Petsmarts website charges $18.99 for a puppy groom. So we decided to save a few bucks and give petsmart a second chance. Horrible choice. I got the appt last minute which was nice of them and they finished the groom earlier than expected. So I was slightly impressed. They also reduced the price for our girl dog because she wasn't getting a haircut. When we were dropping them off the groomer asked if we wanted additional services. We said can we do a nail grind? She says "yes, it'll only be 6$ instead of 12$ cause petsmart still considers dogs their age as puppies." We said great, and left. So upon arrival, we get the invoice and it totals out to be nearly 80$. Now I'm not an accountant or mathematician but I am fairly certain 18$ + the 9-12$ for our girl dog + $12 for both nail grinds is no where near $80. So I asked the cashier if she could explain. She couldn't. So she asked her manager to come up and asked her to explain. She couldn't either. I asked THE WOMAN WHO RANG US UP to explain. SHE couldn't. So I go back and try to speak to the salon manager. The salon manager acts as if she has no idea what we were talking about and tells us because our puppies are a certain age they charged full price. Now, if you recall, I was told EXPLICITLY AND VOLUNTARILY by the woman who rang us up that our dogs were considered puppies by petsmart. So you can understand my confusion because I was under the impression that I purchased two puppy grooms + 2 nail grinds (total value = $48). Now, whether or not my dogs were too old or too young for their rules, I was told specifically that they were receiving puppy grooms. If I would have known I was being charged $35 each instead of 18$ in the first place, I surely would have gone to the boutique salon that actually cares about my pets and isn't manipulative or shady in their prices. I am very disappointed that no one in upper management at this location had any resolution to this ridiculous up charge or even the sincerity to apologize for their mistake. I still paid the full $80 because it got to the point where id rather them take my money than have to listen to the salon manager lie through her teeth to defend this mistake.
NOT TO MENTION THE JOB THEY DID ON MY DOGS.
my dogs are Maltese/havenese. Havenese are known for their silky soft fur. My boy has super soft curly hair and the girl has thin silky hair. NOW both my dogs are matted with what looks like fried electrocuted straight hair. My boy doesn't have straight hair but they managed to overbrush and frizz his hair to the point where I questioned whether this was even my dog. Of course I know they will look different with a cut, as I have had them cut before. But this was just straight lack of professional judgement by the groomer. Maybe if I had asked her to poof my boys hair like an Afro or lose his curls I would applaud her, but I didn't. I simply asked for a very minimal trim around his eyes so he could see.
I will never ever be back to the grooming salon at this petsmart.
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