I first discovered the Groomery several years ago but hadn't taken my dog for grooming until recently when I began talking to dog owners in the neighbourhood who recommended Lawrence for his high level grooming skills, particularly with poodles. But making an appointment at the Groomery proved to be a difficult task...
According to the website, you can expect to wait about four weeks for an appointment. The process for making an appointment is by email - no telephone number is listed for the shop.
I sent my first email requesting an appointment however did not receive a response... so I sent another. After waiting a week from the second email I decided to go to the shop in person to see if a.) it was still open b.) if I could get an appointment, and c.)how the place was run since my first impression with the simple task of making an appointment was more challenging than I expected.
Upon my arrival to the Groomery I was welcomed by the owner, Lawrence and his beautiful poodle Joker. Lawrence was friendly and seemed happy to make an appointment for my dog to be groomed. We chatted for a bit and he explained that my emails had gone unanswered due to unforeseen circumstances at the shop but that moving forward he would be receiving clerical support for appointments, etc and that I would be receiving a confirmation email with my appointment.
As promised, I received an email minutes later indicating my appointment and at the bottom, a disclaimer for customers to notify the shop of appointment cancelations ahead of time (the usual and expected courtesy that should be expected from anyone with an appointment).
On the day of my appointment I was a little early, arriving ten minutes before my time. I arrived at the shop to find the door locked and the lights off. Ten minutes later- no sign of anyone... and at this time another customer arrives with her dog for a ten O'Clock grooming. We waited together for about 20 minutes and she then decided that she wasn't able to wait any longer and left. Because we live in the neighbourhood I decided I would wait another 20 minutes before heading home. 10:45 I decided that it was too much and returned home.
I immediately sent an email to the shop inquiring what had happened to my appointment- stating that it would be appropriate to provide a customer with notification by phone or at the least, email if their appointment was going to be canceled or if an unforeseen circumstance had occurred...
Unfortunately I have yet to receive a response/apology.
Later in the afternoon my partner went back to the Groomery with our dog to follow up with what had happened with our appointment. It was explained to Lawrence that not showing up for a confirmed appointment was poor customer service and to have customers standing outside on the sidewalk wondering if the shop was going to open or not is unacceptable and bad for business.
Lawrence defended himself saying that they do not follow 'appointment times' and that it is about the 'experience'. He then asked what my partner wanted? - a discount? My partner told him that we were not looking for any discount or special treatment but rather a reliable, skilled and safe place to bring our dog to be groomed and that if he chooses not to follow 'appointment times' then perhaps he should not make them in the first place.
I can't understand who this style of business works for, besides the owner himself because I know that I wasted my entire morning and had arranged my personal schedule for this grooming and Lawrence displayed a total disregard for this.
I will be sure to give this disclaimer to anyone I meet who mentions going to the Groomery and hope that Lawrence is able to take this feedback and make some positive changes.