ComplaintsforThe Groom Room

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My experience at their establishment not only violated my trust but also resulted in significant financial losses.On 9/28/23, I entrusted my beloved pet to "Groom Room" for grooming services. Prior to the appointment, I communicated specific instructions to the groomer, ****, regarding my dog's matting issues. I explicitly requested that only half of the matting be addressed during this session, with the remainder to be handled at a later date. Despite my clear instructions, my dog was entirely shaved by *******, without any prior notification or my consent and didnt even finish the groom.This disregard for my instructions and the lack of communication exhibited by both **** and ******* is unacceptable and reflects poorly on the professionalism of "Groom Room.I want to emphasize that as a result of this incident, I lost out on significant potential commercial wages for my dog. The grooming carried out by "Groom Room" rendered my pet unsuitable for the roles and appearances required in the industry, leading to financial setbacks.I believe it is crucial for the Better Business Bureau to investigate this matter and ensure that "Groom Room" is held accountable for their actions. It is essential that consumers can trust and rely on businesses to uphold their responsibilities and adhere to customer instructions.This entire ordeal, from the initial communication breakdown to the lack of accountability displayed by "Groom Room" staff, has been a distressing and costly experience. I hope that by bringing this complaint to your attention, "Groom Room" will be compelled to rectify the situation and take steps to prevent such incidents from happening to other consumers.I kindly request that the Better Business Bureau investigates this complaint thoroughly and takes appropriate action. Pet owners, like myself, rely on grooming establishments to prioritize the well-being and preferences of their animals, and my experience has left me deeply disillusioned.

  Business response

  10/02/2023

  Here at the Groom Room, we deal daily with facts and truths. Your claim does not represent either, and contradicts the pictures you yourself posted, the security camera footage, the audio of your tantrum, your disrespect for my employees, and your extreme neglect for your dog.  No dog that is "brushed every day" would be in the terrible, dirty, neglected condition your sweet dog was in. We have not seen your pup for three months, so the state of your dog only suprises you.  After brushing your dog for a few seconds, and after hearing the yelps and screams, we realized this would be dog abuse to continue, so we called you. We called, and as you mentioned, take off half of the matting, again, as your pictures showed perfectly. Still 3/4" left on your dog, COINCIDENTALLY the same length we did last time.

   

  We did exactly as we have done on your previous visits.  Best of luck on your search for a salon that will suit your needs, which we are not.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Saturday December 3 ., 2022. I brought my pet to this groming place . After a pick her up . . I noticed a bleeding on her toes . My frustration is that they don't tell me . They charge 60 dollars . I ask for my money back . She said that is was normal for her to bleed like this . When this is not normal . She was bleeding a lot . I want them to refund my money . They charge cash . I don't have receipt.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩