I have never left a bad review before but I have never been this unhappy with a service of any kind before as well and the lack of responsibility was shocking.
I normally take my 6‑month‑old Cockapoo, Teddy, to 4 Paws and a Tail every four weeks, but they were booked out 10 weeks this time, so we tried PetSuites in Grove City. Unfortunately, this was the worst grooming experience we've ever had, from the moment we walked in to the moment we left.
When my fiancé arrived for drop‑off, a worker came through the door without control of a dog, and that dog ran straight at Teddy and trampled him. This already left us with a bad feeling, but we tried to give them the benefit of the doubt.
We explained that we like Teddy groomed with a puppy face, fluffy paws, and a tighter body -- nothing unusual, and something we get done every four weeks. The groomer even showed a book with different hair lengths, and my fiancé selected the length that matched Teddy's usual cut. When we arrived for pickup we paid upfront and even left a tip, and they applied the 20% first‑groom discount before we saw the final result.
When Teddy came out, we were shocked. He was shaved far too short -- so short that I can feel his skin when I pet him. His coat is completely uneven, with different lengths all over his body and face. It's a totally botched haircut. The employee handing Teddy back to us clearly noticed our hesitation but rushed us off with, "Have a great day," leaving us no space to say anything.
We asked to speak to a manager. Instead of the groomer addressing the issue directly or apologizing, the manager came back to tell us that the book of lengths is "deceiving" and that we "should have picked the next length up." If the book is misleading, it shouldn't be used. And if the book is misleading, how is that our fault? Yet it was implied that we chose incorrectly. We had already tipped and fully paid for the service, and the manager refused to offer a refund. The best she could say was, "We can't put the hair back." She said next time we should ask for the GM for a discount -- but there definitely will not be a next time.
I later called to request at least the tip back, since the groomer never came out to explain or apologize, and no one answered so I did leave a voicemail and they got back to me an hour later to refund the tip. Still only a fraction of the price of a groom.
To top everything off, while we were waiting, we were watching the daycare area: three larger dogs were ganging up on a smaller dog that was yelping, and the worker supervising was facing the opposite direction, mopping the floor, didn't turn around to look. I had previously considered daycare here but this completely changed my mind.
Overall, between the safety issues, lack of professionalism, poor communication, refusal to take responsibility, and the terrible haircut Teddy received, I would never recommend PetSuites in Grove City. Learn from me and save yourself the frustration and tears, it will grow back and it was a lessoned learned. read more