Business ProfileforPups

We have taken our dog to Pups for grooming services 3x. The first two were fine; no issues. However, at the latest visit they claimed she was matted and they couldn't brush her. So instead of working around these, they shaved her from head to toe (tail included). I have a doodle, which are prone to mats, however we brush her regularly without issue. I sent an email expressing my concern and ask for a refund. After speaking with the owner, the office manager called me and was extremely dismissive. Told me there was no way to work around the mats and instead of a refund I could have 10% off of my next service. Not only is this dismissive, it's insulting.

******, As the owner of Pups, I want to extend my sincerest apologies for the experience you had during your last visit with us. It's disheartening to hear that we fell short of meeting your expectations, especially after two previous satisfactory visits. I do not believe we have spoken directly, but you did speak to my office and grooming managers.We understand the frustration and disappointment you must feel regarding the handling of your doodle during the grooming process. We always aim to provide the best care for our client's dogs while maintaining open communication.Regarding the issue with matting, we strive to work with each pet individually to ensure their comfort and safety. However, in some cases where mats are deeply tangled and close to the skin, our groomers may need to make difficult decisions to prioritize the pet's well-being. It is my understanding that your groomer reached out to you to discuss this with you prior to moving forward with the groom. This is our policy, as we want to ensure our clients are updated with any suggested changes in their dog's service. We sincerely apologize if this decision was not communicated effectively or if you felt it was handled insensitively.Unfortunately, even with the most diligent brushing, matting can occur close to the skin, and then the brush glides over it. We frequently see this with doodles, especially during the wet weather months, when the hair near the skin gets wet and stays tightly coiled. This creates a thick layer that will eventually cut off the blood circulation and/or result in injury or infection. The best remedy is to use a metal comb and a slicker brush between regular visits no more than six weeks apart.Regarding your email expressing concerns and your subsequent conversation with our grooming manager, it's clear that we failed to address your dissatisfaction adequately. The offer of 10% off your next service was not intended to dismiss your concerns but rather to express our commitment to making amends for the inconvenience caused. However, we understand that it may have come across as insufficient, and for that, we apologize.We value your feedback tremendously and take your concerns seriously. We will review our communication processes internally to ensure that similar issues are handled more effectively in the future.Please know that we genuinely care about your pet's well-being and your satisfaction as a valued customer. We hope to have the opportunity to regain your trust and provide you with the excellent service you deserve during your future visits.If you have any further concerns or would like to discuss this matter in more detail, please do not hesitate to contact me directly. Your satisfaction is our top priority.Warm regards,***************************, Owner and Founder, Pups