I rarely leave negative reviews, but this experience has been incredibly frustrating…read more
The care our dogs received was good, and we appreciated being able to check on them through the cameras. Unfortunately, the customer service and handling of their promotions were a completely different story.
We brought our two dogs in for their required Interview Day because we planned to board them. In our welcome packet was a First Day Boarding Special flyer advertising 2 nights of boarding, 1 exit bath, and 1 individual enrichment for $85. The only requirements listed are that it's for new campers, the dogs meet eligibility requirements, and the package must be purchased on Interview Day.
That's exactly what we did.
When we checked out after Interview Day, we specifically told the employee at the front desk that we wanted to purchase the boarding special and reserve our dogs' stay. He acknowledged the flyer, said he'd take care of it, and booked our reservation. At no point did he tell us another package was required first.
We also asked to see another flyer behind the counter, and instead of simply handing it to us, he replied, "Did they not give you a welcome packet?" It honestly felt like we were inconveniencing him just by asking questions.
When we picked our dogs up after their stay, the manager realized the boarding package had never been added. He apologized and added what we thought were the two $85 boarding packages. Since we have two dogs, the total made sense at the time.
Once we got home and reviewed our account, we realized we had actually been sold one daycare package, not two boarding packages. The account showed one daycare package that included 3 daycare days, one enrichment, and one bath.
The next day we returned to ask what happened. That's when we were told that you must first purchase a daycare package before you're allowed to buy the $85 boarding special.
The problem is nowhere on the flyer does it say that. I pulled out the exact flyer they gave us and asked them to show me where that requirement was written. They couldn't because it isn't there.
Even their explanation doesn't make sense. We have two dogs. If that daycare package was supposedly required before purchasing the boarding special, why were we only sold ONE daycare package? By their own logic, shouldn't we have been sold two? The way the packages were sold doesn't even match the explanation they later gave us.
We were told their financial person would contact us.
A week passed.
No call.
We called them ourselves. The manager admitted he didn't understand why we had been charged the way we were and again said he'd look into it and call us back.
We're still waiting.
This isn't just about the money. It's about misleading and false advertising, inconsistent explanations, employees who don't seem to understand the promotions they're selling, and a complete lack of follow through when mistakes are made.
If purchasing another package is truly required before buying the $85 boarding special, that requirement needs to be clearly printed on the flyer. Customers shouldn't find out after they've already been charged.
Our dogs were well cared for, and I appreciate that. But the customer service, communication, and handling of this situation have been incredibly disappointing. At this point, we feel misled, overcharged, and left to chase answers ourselves. I hope Camp Bow Wow Humble either honors the promotion as advertised or updates its promotional materials so future customers don't have the same experience.