Reviews

Review Details

• Review fromAlexandra K

  Date: 09/22/2022

  1 star

  Alexandra K

  Date: 09/22/2022

  he first 3 times I visited and was highly satisfied I was able to walk in and receive a groom for my maltipoo. Having done this a few times before I assumed that walk ins were okay as it had never been stated otherwise. However this past Wednesday I dropped my dog off as usual and then went to run errands. An hour later I receive a call saying we can't find your appointment. I stated that I did not have one and I walked in as I always have. The employee then tells me that's impossible because they only take appointments. This was news to me and I stated that I have never made an appointment before and was this a new policy? she said it has always been that way. I say okay and return to get my dog. As I walked in I looked around to see if I missed a sign perhaps that said appointment only I even checked online because it's possible that I made the mistake. But I failed to see an appointment only sign anywhere. I expressed this to the clerk who had an accusatory tone and said that's how it's always been. But I don't understand why I wasn't told this before. I asked to speak to a manager but another girl who was grooming a cat said she has many appointments today and many cats today so she couldn't take my dog. It just seemed unprofessional and I was very disappointed in the way the situation was handled. This situation turned out for the better Thankfully I found another location Topknot with more reasonable prices and a more professional disposition. I won't be back and it's unfortunate because I did like this place but this was unprofessional. I would understand if they told me straight and said we don't have time today but to lie and say they don't accept walk ins when I have done so 3 times before is outrageous.

  The Paw Shop

  Date: 09/23/2022

  Thank you for your feedback. Our protocol for walk in appointments does vary depending on service. So that there is a clear understanding... Walk in appointments for HAIRCUTS are taken at our groomers discretion and/or availability. However, the day your referring to, at drop off you were asked if you had a appointment and you informed our receptionist that you DID and our salon owner was your preferred groomer. Unfortunately you left before we were able to confirm your dogs appointment with the stylist we had scheduled for that day... (who is our salons owner/ the lady grooming the cats). She was not scheduled to come in when you dropped off.
  
  When you were called back so that we could reconfirm if in fact you did have a appointment that maybe we missed you told our receptionist that you DID NOT and that you always just walk in. You were then told that we had no opening for a haircut on that day and unfortunately had to return to pick your dog. Upon arriving you stated that the salon owner always lets you walk in which may be true for days that she has availability but, You were then told that we had no opening for a haircut on that day and unfortunately had to return to pick your dog. Upon arriving you stated that the salon owner always lets you walk in which may be true for days that she has availability but, when she herself tried explaining that she had a full day and no opening for your dogs haircut... you became defensive and offended.
  
  We are happy to know that prior to this you were "highly satisfied" with our services. We apologize that there is no official signage or posted but each case is different and honestly we do our best to accommodate as many clients if we have the availability. You however needed a full cut and color which we did not have time for on that specific day.
  
  The salons owner/ the lady grooming the cats informed you she was booked for the day with other pets and you were offered another day and time however, you refused. To guarantee service it's best to have a appointment to avoid these situations.

  Alexandra K

  Date: 09/26/2022

  I never stated that I had an appointment and only after dropping off and leaving like usual I was called and told that walk ins had never been accepted. They lied on the phone and continue to lie. Their actions need to be held accountable for poor business practices and blaming the customer when they are in the wrong.

  The Paw Shop

  Date: 10/10/2022

  We apologize for any inconvenience or disruption to your schedule this situation caused you. This incident is clearly a miscommunication. We thank you for your business.