I apologise for the long review in advance.
Normally, I would go to this groomer only after I have exhausted all other options to get my pet seen on my day off. This is because of the inconstancy of quality in the groom I receive. I understand that this has more to do with the groomers themselves, and less about the establishment, so I haven't completely barred them from my business. Instead I used to try and ask for groomers that have done decent jobs in the past.
Today, however, changed that. So I pay almost $100 to get my pup groomed, and not to my surprise, he got a horrendous haircut. Now, I knew that was a risk before I came here. So I wasn't going to cause a fuss about it, but I am still annoyed with how many defects per opportunities I've received from this establishment and I feel like I've wasted another $100 here. But I should have known better, so I just want to grab my dog and go.
Before I leave, I check his teeth to see his dental treatment. Well, it's quite obvious that no dental treatment has been done. "Not the end of the world" I tell myself. I know people can get swamped with multiple clients, maybe my dog wasn't behaving (which would explain the gross haircut), or maybe I simply forgot to ask for the service.
So I ask the cashier if I had, in fact, paid for a dental treatment. She informs me that I did, and that my pet had received it. I double check by lifting up his gums, and it is painfully obvious no one touched his teeth. Again, the groomers insists she didn't forgot. Well now not only have I paid almost $100 for a poor quality service, I'm also being lied too about what services were performed.
Suggestions moving forward:
1. I'm not sure if PetSmart is the SuperCuts of pet grooming world, where novices are introduced to the industry. But someone need to re-evaluate your process in training. The defects per opportunity are very high and probably contributes to your poor overall rating here on Yelp.
2. There needs to be a quality control step added to your process. Where someone of authority verifies that employees have completed each step in the service. So oversights don't become common
3. Finally, I don't call for the firing from someone's job lightly. However, as a business person myself and knowing that I was deliberately deceived about my service, I would never want that employee representing my company and it's values. There is nothing wrong with admitting to a fault and attempting to remedy the situation. But once you've lost the good faith of your customers to receive a product or service they paid for, that's a hard bridge to mend.
I hope this is taken as an opportunity to improve. read more