ComplaintsforGroomingdale's

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/24/23 I had an appointment for a grooming for my dog, ****** Upon arrival, they stated that she needed a bordatella vaccine. They charged $20 for the vaccine and $55 for the groom. The grooming job is the issue. When I made the appointment, I requested her to have a trim to her long puppy hair. This grooming business cut her hair extremely short, down to a shave. You are not supposed to shave Australian shepard as this can ruin their coats. Upon making the appointment via phone, they asked me what I wanted done and what breed she was. When I dropped Laney off, I told the person at the desk (older woman) to tell the groomer that I did not want her nails trimmed as she is a nervous dog and I do this on my own, at home. They also cut her nails despite me telling them not to. I wrote a ****** review on their business page and someone at the business responded to it. It was very unprofessional and "gaslighting" indicating that I took her home and "cut on her" and that her hair was "matted or neglected" prior to me bringing her in. I am requesting a refund from this business for the groom which was $55.

  Business response

  08/11/2023

  **** ******** dog was groomed to her instructions, as far as her nails, they would have been checked and buffed if any rough edges not cut.

  When **** ****** picked her dog up her remark was she's very cute.  One month later she writes a review on ****** with nasty remarks about her grooming plus throwing mud about this establishment.  Enclosed are copies of her review.  When the remarks are back at her she is offended.

  **** ****** has a way of complaining about all services she has received.  Enclosed are several of her prior complaints.

  She had her dog groomed as requested and was charged for her services.  No refund is needed.

  Customer response

  08/11/2023

  Complaint: ********  
  I am rejecting this response because:
  
  I reached out to the business with a goal to receive a call back and I have not had any response from them whatsoever. I was not offended by the response, it was extremely unprofessional. I did not say that she was cute. She looked terrible but I didn’t want to hurt the old woman’s feelings at the front. I have escalated this to the state’s attorney general. My history of complaints with certain other establishments have nothing to do with this particular complaint. 
  I am requesting a refund for ruining my dogs coat as it is not advised to shave an Australian Shepard. 
  
  
  Sincerely,
  
  ***** ******

  Business response

  08/23/2023

  *** ****** chose to complain about the service received on 6/23/23 weeks after the service was complete via ****** Reviews on 7.19.23.  Her ****** review in facts states that she said her dog looked cute at pickup. (Which she has since edited, however we have a screenshot of the original review that we will attach here)  We do groom and shaved double coated dogs on a daily basis and have been so for over 35 years.  While we never like to end our day with unhappy customers, this entire situation could have been handled in a much better manner.  *** ****** could have spoken to us at pickup and made us aware she was unhappy, instead of saying her dog looked cute.  (Her ****** review states she said the dog looked cute even though she edited it after posting).  She could have also called us in the next few days after the appointment to make us aware that she was unhappy with the groom.  However, *** ****** chose to turn to the Internet and leave a ****** review that called our staff stupid and said she looked like a Schnauzer which is impossible.  Our staff has over 80 years of grooming experience between us.  We all do continuing education and try our hardest to deliver results the client requests.  However, we will not allow customers post reviews that insult our staff or our experience without speaking up for ourselves and our business.  Based on Ms. Garcia's many other terrible ****** reviews, it seems as though she is a hard person to please.   

  Customer response

  08/25/2023

  Complaint: ********
  
  I am rejecting this response because:

  this reply from the business simply does not satisfy my concern. I told them prior to taking my dog in for a groom that she needed a trim. A trim is not a complete shave. I requested that her nails not to be touched as I clip them at home. She’s a very nervous dog so I do this. 
  Me stating something at pick up about her being shaved would not have made her hair reappear instantly nor would they have provided me with a refund. I stated that she looked cute, that’s no secret and no one cares about any editing this business was able to capture. I really didn’t want to hurt the older lady’s feelings that was there working at the time. They need to put forth more energy into actually listening to their customers and not trying to gaslight them after they are not satisfied with a service due to clear neglect/not correctly following instructions. Im glad that I didn’t want to be confrontational at my dogs pick up actually, as this would have just caused this business to bad mouth me in front of others and would have caused a traumatic experience. 
  My ****** reviews towards other businesses have nothing to do with this particular business, but they have chosen to keep using this as their narrative to hopefully appear correct in their pleadings. It’s not going to work. 
  
  
  
  Sincerely,
  
  ***** ******

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