I rarely leave reviews, but I feel this experience needs to be shared for transparency.
We brought our dogs in for an 11:00 a.m. grooming appointment. We had confirmed the appointment for 11:00-11:30 a.m. for a full grooming service for two dogs. Upon arrival, we were initially given a price estimate, which increased once we arrived. We understood the adjustment due to one dog being heavily matted and the other having a thicker coat and we still chose to proceed after discussing pricing for both dogs.
We were told we would receive a call around 3:00-4:00 p.m. when the dogs were ready. We did not receive any updates during that time. From a customer standpoint, even if there is a delay, I believe customers should still receive a courtesy call with an updated status or time estimate.
At around 5:15 p.m., I called to check on the dogs and was told they were still not ready and that we could pick them up as they were. We went ahead and waited in the parking lot for a call, but I had to call again at 5:58 p.m. for an update, and only then was it confirmed the dogs were ready. We were never proactively contacted as originally stated.
When we arrived for pickup, the owner was visibly upset and spoke in a raised voice in the background right in front of us. She made repeated comments about customers being "impatient" and used unprofessional language while addressing the situation, including saying customers should "just take care of their own dogs." She then approached me with an attitude. The tone of the interaction felt confrontational rather than focused on resolving the miscommunication.
During pickup, the employee also stated that our appointment was at 10:00 a.m., which did not match what we had previously confirmed and added to the confusion.
After we had already returned to our vehicles in the parking lot, the owner came outside and continued the conversation near our cars. The discussion continued regarding appointment timing and pricing, and the interaction remained heated rather than being handled calmly or professionally. Personal matters were mentioned during the interaction, which further escalated the situation and felt inappropriate in a professional setting.
As an owner with "30 years of experience" in the business, I believe there is an expectation to communicate and handle situations with professionalism and composure. If there is a misunderstanding or issue, it should be addressed calmly and respectfully rather than with a raised voice or confrontation.
Because of the lack of communication, the delay without updates, the way the situation was handled both inside and outside the business, and most especially the attitude of the owner. I would not feel comfortable returning or recommending this grooming salon. read more
