I recently had a very uncomfortable and disappointing experience at Bogart's that ultimately caused me to cancel a grooming appointment I was prepared to book.
For context, I work in hospitality at one of the premier resorts on the Las Vegas Strip, so I understand the importance of guest service, professionalism, and creating a welcoming environment. Unfortunately, that was not my experience during this visit.
I stopped in after visiting the cat vet clinic across from them. As a devoted cat owner, I occasionally shop at Bogart's for treats for my cats. During this visit, I was approached by a manager with short, boy-cut hair and glasses after I had been browsing for some time, who welcomed me. I'd already been there for 10mins. When I checked out, I was asked for my phone number for my account, but politely declined.
The reason for this is simple: I have a voice disability that makes speaking difficult. Because of that, I often keep conversations brief or provide information through my phone rather than verbally.
Although the interaction felt somewhat tense, the manager mentioned that Bogart's offers cat grooming services and introduced me to Dawn. Dawn was absolutely wonderful. She was kind, patient, reassuring, and took the time to address my concerns regarding my 17-year-old cat, particularly his sensitivity to loud noises and stressful environments. Based on my conversation with Dawn alone, I was ready to schedule an appointment.
The experience changed dramatically once we began discussing scheduling.
I specifically requested a morning appointment because I wanted my cat to arrive during quieter hours and avoid the heavier dog traffic. While Dawn and the manager were discussing availability, the manager abruptly stated, "No, we have no mornings. She can only come (these days)."
Dawn would then relay back to me as if the manager could not just turn around herself and speak to me.
What struck me immediately was not just the tone, but the fact that she was speaking about me in the third person while I was standing only a few feet away. It felt dismissive and incredibly disrespectful.
The situation became even more uncomfortable when the manager began demanding my phone number from Dawn in an impatient and forceful manner. Dawn explained that I have a voice disability, yet that information seemed to be completely disregarded. The response was essentially, "I need a phone number to book."
The atmosphere became tense and uncomfortable very quickly.
The final comment that convinced me not to proceed was when the manager stated, "We can't move anything around for a cat. Dogs come first!"
As a customer standing right there, I was genuinely stunned to hear that. Regardless of scheduling realities, openly telling a customer indirectly or directly, that their pet comes second is simply not good customer service.
The contrast between Dawn's professionalism and the manager's behavior was striking. Dawn made me feel confident about entrusting my senior cat to her care. The manager made me feel unwelcome.
Because of the interaction, I never received a quote, detailed grooming information, or clear instructions. The entire focus seemed to be on forcing the booking process forward rather than providing customer service.
Ultimately, I chose to cancel the appointment. Not because of Dawn, she was exceptional, but because I did not feel comfortable leaving my beloved pet in an environment that felt so hostile and dismissive.
I want to emphasize that every other employee I interacted with was pleasant and professional. Unfortunately, one individual's behavior (the manager), was enough to completely change my impression of the business.
I sincerely hope the owners takes customer feedback seriously because Dawn and the rest of the staff deserve better leadership. As for me, I will be taking my business elsewhere and finding a grooming facility where both my pets and I feel welcomed and respected. read more