I called PetsMart Grooming located in Lake Worth, Texas. To make an appointment to have my 2 yr old Cocker spaniel Groomed I was told that the only appointment was a week away. I told the groomer that this would be fine.
4 days later I received a call from the groomer asking if I could bring my dog in a day earlier, so he could be worked into the schedule since the regular groomer would be out of the store due to a funeral he would be attending on the day of my scheduled appointment. I was told to bring him in at 1 pm Friday.
I was at work so I sent a friend to bring my dog to PetsMart, when he arrived at the store he was met by a young lady, that told him that he was not due into the store until the next day. After leaving the store he called me and told me what the girl had told him, I then told him to take the dog back in the store and I would call and find out what the deal was.
I called the store to ask to speak with the groomer, and I was told they were out to lunch.
When my friend returned to the store the grooming manager Lisa was there, who proceeded to complain, and said the other groomer had no time to be working in extra dogs etc. in front of my friend she proceeded to complain about and gripe about my dog not being on the schedule.
Approximately 1.5 hours later I received a call from the groomer telling me that my dog was matted, and he may have to be shaved, I told the groomer at that time NO I made it very clear I did not want my dog shaved. I expressed my dissatisfaction the last time another PetsMart had done this for no reason. He told me he would not shave him but may have to cut him shorter I told him a little shorter was fine and I was assured it would not look like it did the last time this happened.
At 4:30 I received a call from a young lady at PetsMart to tell me my dog was ready for pickup, when I arrived to pick him up the regular groomer was not in the store. I waited a few minutes when Lisa asked me can I help you. I told her I was there to pickup my dog and gave her his name. Lisa then looked up at me with an unfriendly look, and asked are you going to pay before you see him? I replied No she then handed me an invoice for $41.00 and went to the back room to retrieve my dog, when Lisa returned I saw my dog and a total feeling of disgust came over me. I told Lisa I was not going to pay for this, and I wanted to speak with the store manager and she then told me you are looking at her.
I told her I wanted to speak with the store General Manager. Lisa then proceeded to tell me I will call the police on you and I told her to call them.
I went to the front of the store and found out the General Manager was off, I then spoke with the acting manager Curtis from another store and explained to him how unhappy I was with the grooming job. He then told me I did not have to pay the $41.00 I told him I would be willing to pay half of the bill. He again told me if I was unhappy I did not have to pay.
I returned home with my dog and I called Curtis, and spoke with him again and explained to him I still wanted to talk to the General Manager about this incident, and Lisa's actions. He told me the Operations Manager would be in tomorrow and he would have him call me on my cell phone. That I had previously gave him the number too.
The next day came and went and I never heard from anyone. Sunday morning came, and I received a call form PetsMart and it was a guy named Brit who then proceeded to tell me I needed to come and pay the $41.00 immediately or he would call the police. I asked him if the General Manager was there and he said no, I then asked him his title and he said he was the store manager. I told him that I was still waiting on a call from the General Manager and for him to tell him to call me ASAP.
Approximately 45 minutes later I receive another call while I was out in the yard. I came in the house and saw it was a call from PetsMart. When I played back the message it was someone saying they were Officer Howell with Lake Worth PD and I needed to come to the store and pay the bill or charges would be filed on me for theft of service.
PetsMart dishonored my wishes and totally disregarded my direct order not to shave the dog. This is a pure case of laziness and trying to make a quick buck. It is so much easier to shave the animal, than it is to take a little time to do the job right, and comb out any minor tangles. This dog was not matted, and he gets brushed daily.
Now I will have to deal with looking at this dog looking pitiful shaved like a long legged rat with Cocker Spaniel ears, now he sits all day and licks and scratches, now due to the fact they shaved all his parts and he itches. Nor will he be able to participate in the open dog show he was to attend on August 19th that has a non refundable entry fee of $35.00.
With that said what would you do?
Fort Worth, Texas