Was so disappointed to have to write a negative review especially during these times and as we are constantly going above and beyond to support small business.
We recently moved to the area with our two dogs (Husky & Pomsky) and stumbled upon Diamond In The Ruff for grooming. Since our pomksy is deaf and thus VERY sensitive to being crated, and since our Husky is a puppy and it was her first time getting groomed, we specifically did our due diligence to ask if they created the dogs AT ALL during the grooming process and they assured us they did not. We asked this when we called before booking our appointment, confirmed it when Diamond In The Ruff called to confirm our appointment, mentioned it again when we arrived for our appointment, and there was even a specific question asking about it on the intake forms that we also noted it on. Also want to mention that the receptionist was the one to "note" all of our grooming requests. Not once did the groomer come out to introduce his/herself and ask about our grooming details. Red flag number one, but I idiotically thought it would be fine.
They told us they would call us 30 minutes before they were complete with their grooming to ensure ample time and seamless transition from groomer to us (again, confirmed they would not be crated). We know that huskies notoriously take a long time grooming especially since a majority of the cut is very tactical, but when over four hours went by and no phone call had been received, we got concerned. I called Diamond and they said Kai (our Pomsky) was already done, and they were finishing up Mika (Husky) that she had gotten delayed because the groomer had to help another groomer. Immediately I thought, if Kai had been done for who knows how long before and Mika's designated groomer had to step away from grooming her for a period of time, there was only one place they could have put them...crates.
We rushed over and immediately we hear crying/whaling coming from the back that sounded like our little Kai. No one was at the front desk, so we ran into a groomer that was walking past the front to the grooming area and I had asked her if Mika or Kai had been crated at all-She said yes. When the receptionist arrived, I immediately asked her why they were crated and where they currently were--her knee jerk reaction was to try and turn the conversation on me by hastily saying " how do you know they were/are in crates?" I said because their groomer just told me...I hear Kai crying again and I am furious. I immediately asked the receptionist to go and get him out of the crate right away and the first thing she does is say "well once you pay you can release him." Who says that??? As if I was going to run out of here without paying. No, I just wanted my dogs 1. To not even be put in crates from the get-go like I had been promised multiple times over and 2. Get them out of the crate immediately.
As soon as they bring Kai and Mika to me I knew they were not OK. They looked scared and traumatized-exactly what we were trying to avoid. To go to a brand new groomer and one of them never being groomed before, you as the dog owner want to try and ensure the most positive experience as possible to desensitize the dogs moving forward. That is exactly the opposite of the service we received. They clearly do not care about animals well being whatsoever.
To be lied to straight to your face, it's not only disappointing, but disrespectful and not to mention unprofessional. Here we were thinking this would be our go-to place for grooming, daycare, and even training-I will NEVER be going back to Diamond In The Ruff again and would absolutely not recommend it to anyone. Sad when a place is pure smoke and mirrors. If there is no trust between workers and owners, then what do you have in this line of business? read more