ComplaintsforJe t'adore pet salon

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Worst experience, with police needing to help get my dog back. I dropped***** off on October 18th at 2:30pm, for his appointment. I got a call at 6pm, letting me know***** would be ready & will cost $200. I asked about these grooming upcharges & why they weren't explained to me for approval. This is almost double what I normally pay to have him groomed. When I arrived, ******* told me they do not accept cards anymore. I pointed to the card machine & signs showing all forms of payment, accepted at this business. She yelled at me, "pay cash or you don't get your dog back. We stopped accepting those forms of payments since you've been here last, so don't tell me how to run my business." I asked if I could ***** payment. She wrote down the phone number on a piece of paper, had her confirmed number entered, which I then sent the $200 ***** payment. I showed the payment confirmation on my phone & ******* said, "I don't know who that is". I sent payment to the number she wrote down on the paper and just wanted my dog. At this point, I begin to cry. ******* began to mock me & yelled at me to stop crying, only to continue to make fun of me. She said, "get cash & then you can have your dog back". I called 911 to step in. As soon as I was off the phone with dispatch, ******* demanded that I give her back the paper with the number she wrote down. She then tried to take it from my hands. The police arrived and I paid another $200 to a different number via *****, which totals $400 to get my dog back. No communication, up-charging, all of a sudden not accepting payment other than cash, & providing multiple ***** accounts. Past employees have reached out to me since my **** review, saying ******* has been up-charging to pocket the cash from customers and employees' commission/tips. The owner lied in their **** response back to me, with no intention to have this matter resolved or an apology. ******* is cashing in, to qualify for Gov. assistance, per past employees' messages to me.

  Business response

  12/02/2022

  Business Response /* (1000, 5, 2022/11/07) */ Je t'adore Pet Salon ************************************* Dear ********, Let us first start by saying thank you for the opportunity to respond to this complaint. We already responded to Ms. **************** in writing through **** and thanked her for her business and that we will always strive to provide the best service possible for her and her dog, ****. After reviewing this incident with employees, business computer and video surveillance, it reflects that Ms. ******** last brought **** here in December of 2021 and she was charged $140 for a full groom with no extra charges for de-matting, etc., due to **** being in decent condition. However, on October 18, 2022. Ms. ******** brought **** to our shop in terrible condition. First off, **** is a******* dog ****************** He was, also, severely matted all over including his sanitary areas to a point where it was difficult to see his skin. This was clearly explained to Ms. ********, when she dropped off ****, and that this was going to take time and care. We also explained this was going to be a little more expensive due to the extreme condition she brought **** in. Ms. ******** acknowledged and apologized for not bringing him in all year and said, "I know *******... I'm sorry,.. do what you need to do." When ****'s grooming was nearly completed, we gave Ms. ******** a courtesy call and advised her to bring $200 cash due to our credit card machine being down. This was repeated to her several times. Ms. ******** acknowledged and stated she was on her way. When Ms. ******** arrived, she handed her credit card to the receptionist. We apologized and advised again that the credit card machine was "down". At this time, she offered to pay with "*********". However, we explained when the system is down, it will not accept any types of payments including *********, etc. Since she did not have cash, *******/Manager wrote down her "*****" name and phone number (copy attached). Ms. ******** was confused and mistakenly sent a payment to a "*************", who nobody knows. Due to Ms. ********'s agitated nature, yelling and striking our front desk with both fists and threatening that she did not want to pay, WE (not her) called the********* Police Department for assistance. Check with********* PD. When the police arrived, they advised us that Ms. ******** was confused and sent a payment to someone else. ********* police then asked ******* for a****** account. Long story short, the payment was finally made through******, through the owner's account, with the assistance of police. Ms. ******** was treated with the utmost respect and courtesy. No one mocked her or made fun of her. Nor was she given numerous names like she claims; just two, *******'s and the owner's. The video shows Ms. ******** grabbing the paperwork from *******'s hands not ******* attempting to take it from her. All paperwork was given to********* Police who resolved the payment issue. Witnesses confirm this statement. Also, it was recorded on our surveillance video/audio. We apologize to everyone involved for the inconvenience of the credit card machine being "down". However, we clearly are not responsible for Ms. ******** sending a payment by mistake to someone else. Lastly and most importantly, ****(dog) was happy and looked great. We advised Ms. ********, we will always be here to provide great service for her and ****. Respectfully Submitted, JPS Management

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