TL:DR: Come here to pay $135 for poor grooming, an injured pup, and piss poor customer service. When I arrived to pick up my maltipoo, (several hours after she was supposed to be ready), the groomer wanted to talk to me. I was told that her ear had been scraped because she "had matted fur." In reality, the groomer had accidentally cut the very tip of one of my pup's ear flaps off! My dog bled profusely and still had dried blood all over her. The groomer even had my dog's blood smeared on her cheek! When taking my dog out of the crate she was in, the groomer said "Oh, good, she finally stopped bleeding." UM, WHAT?? What's worse, they waited to call me despite the fact that my dog was bleeding all over the grooming table. I should have been notified immediately! When I got home and checked my pup out fully, I saw that she had not been "scraped" but her skin cut with scissors, and that she had other cuts & scrapes all over her body. Not only that, she still had tangles in her fur and her cut was uneven and choppy. I took her to the vet immediately and she was given antibiotics and a cone. They said they obviously couldn't do stitches because they didn't have the missing flesh. It was the tip of her ear flap, so this made sense. Though, I might have seen it on the grooming table if I'd known to look down, because the groomer hadn't even cleared the fur and utensils from cutting however many dogs. This also made me question their sanitary practices, as I had never before seen a groomer place a dog on a table that had sharp instruments and fur from another dog on it. Next day, my pup was in pain, so I had to take her back the vet for medication. The groomer reached out and said to send an invoice for the vet. She was very apologetic about the whole thing. The store's management? Not so much. Not once did the grooming manager call me to apologize or check in on my pup despite that the groomer had reported the incident when it happened. It was only after I emailed the vet bill two weeks later and asked for a refund that they deigned to call me back some days later and said "hope she's doing ok". That was it. Still no apology for injuring her. I had to call and email them multiple times about a refund of the $135 I paid them to maim my dog. Eventually the manager finally got back to me to say, no refund cause we might have cut her up, but she "still got groomed." A+ customer service. I initially refrained from making a big deal out of everything because the groomer was a nice woman, albeit clearly undertrained. By her response, I thought the store took this incident seriously and would take the necessary steps to make sure her skills are improved before she grooms other dogs unsupervised. Because she was so nice and proactive, I thought this whole thing would be resolved easily. It was not. Once the manager, Joe, finally lowered himself to call me on the phone (3 weeks after the incident and after 3 emails), he turned to lying. According to him, my pup got scraped and cut because she was "just so extremely matted." Nice try, Joe. Turning to the CYA tactic. If that were true, your own policy/waiver says that extremely matted dogs will be shaved. She was not shaved, so she cannot have been severely matted. Either that, or you admittedly did not provide the professional grooming services you promise. It was also just a lie - my pup was not severely matted and did not need to be shaved. He said that my pup's anus was cut because it was just severely matted. Lie again. She had recently had a sanitary trim that was so short, we were calling her "baboon butt". She did not have any mats on or near her anus. He said I admitted my dog was extremely matted and said she still had mats after the service. No, Joe, lie again. I never said my dog was extremely matted. Indeed, the remaining tangles still visible in the photo are minor. And she had others on her body, but they did not go to to the skin and could easily have been cut off. In a proper grooming service, particularly one costing $135, those tangles should have been removed. He also said that no part of her ear was cut off, it was just a regular cut. I asked if he was unable to see the straight edge of her ear where it was supposed to be round. He said "tell your vet to give me a report saying flesh was cut off." I said, "okay, will you give the refund then?" He said "NO." So, even if my dog was maimed by them, they wouldn't care to give a refund. Because they don't care at all. Not about my dog, and they won't care about yours either. But they care a lot about the money (for me, it's the principle). Before I moved to DC, Echo's groomers always commented on how calm she was, how good she was. The different groomer's at the salon would tell me to make sure to book with them, specifically, because they wanted to be the one to service Echo. They always called her a sweetheart. If you care about your sweethearts, don't take them to City Dogs. read more