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WPC**************TP

Margaret Ruth Tate

*******@aol.com
11:00:00

7710 Frericks Rd Quincy, IL *******

PACKAGE STATUS
2023-12-10
13:00:00
MICHIGAN REGISTERED
PACKAGE HAS BEEN SUCCESSFULLY REGISTERED
2023-12-10
14:00:00
MICHIGAN PENDING
PENDING SHIPMENT

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We wanted to take our dog for its first professional grooming and wanted a local non corporate experience. Wag an wash is owned by Pet Supplies Plus the largest chain of pet supply stores in the nation with less than stellar reviews. We called and made an appointment and asked what was included, we were told one of the things they do is clean the dogs ears. This was important to us.

When we arrived to the store we did not even get inside when the owner opens the door and says we are backed up about 20 minutes we can put you on a wait list. No greeting or asking what brings you in. We then said well we have an appointment and responds oh let me check, it took 5 to 6 minutes and someone came to get our dog. They put her in a cage which was the first time for her so we hung around approx. 10 minutes to se how she would respond. After 10 minutes with them working on other dogs we went next door to shop. Her appointment was at noon and at 12:39 we get a call your dog will be ready in 15 minutes. We got there in 5 the groomer saw us and brought our dog out. When we got home she was laying on her side and i could see her ears were not cleaned. I got a cotton tab wet and wiped her ears, see the attached picture. Called the groomer and she says we won't put qtips in her eras so we cant get whats deep down. I did not use a q-tip and only cleaned with my pointer finger took all of 2 minutes thats just one ear.

I called the owner Mike who was apologetic, seemed concerned and wanted to look into it. My wife got a message they called so I returned the call. Mathew said Mike is gone be he is aware of the situation and can help. I asked him what his role is and he said he is the general manager. He explained they reviewed the video and the groomer could have done a better job. He also stated we were there for 55 minutes. When we called and Mike both said a grooming should take an hour. I said we were there 55 minutes or the grooming was 55 minutes. He said he did not know because he did not look at the video. I said we dropped her at noon and she was in a cage waiting 15 minutes later and we picked her up at 12:45 so maybe 20 or 30 minutes and her ear is filthy. Mathew continued to talk over me to inform me other places charge extra for nail clipping and ear cleaning. I explained I did not take her to another place I took her to you and was told it was included. I said I paid $60 dollars my dog to get groomed, she is short haired so it did not even need to be trimmed. He then told me again where he worked before they charged extra. He kept going cutting me off. And I kept saying Mathew can I talk to which he responds well you don't want to hear what I have to say so we are done and hangs up.

I hope this review helps you make an informed decision on to what you might expect. I always say a business really defines itself on how they respond to an issue, I know that things happen which I understand. To sum it up very unprofessional. The employees were great, very friendly. I don't like writing reviews like this and would have preferred to settle this without going to this extent.

I took both of my dogs for grooming at Pet Supplies Plus - Orchard Park on 11/23/22. I told the groomer that I did not want them shaved down, as winter has arrived and I don't want them to be cold. I also specifically said I did not want their faces to have a poodle cut. I brought a picture of what I wanted and left the photo with the groomer. When I arrived to pick them up, both dogs were shaved down and 1 of them had a poodle cut on her face.
To make all of this worse, within a couple of days, if you touched the ears of one of the dogs, she would yelp. She could not even shake her head back and forth. If she tried, she would yelp. I looked in the other dog's ears and saw that her ears were bloody. I could still not get near Betsy's ears to see what was causing her discomfort.
Fortunately, Betsy was scheduled for her spay on Monday 11/28/22. I asked the vet to look in her ears during her surgery. Poor Betsy had a major infection in both ears due to her grooming. The vet said it was from the plucking and that they left too much moisture in her ears after grooming.
Betsy was prescribed drops for her ears. We had to clean her ears out daily and put the drops in. Betsy's condition did improve with the medication. Although, I don't know how this awful experience will affect future groomings for this poor pup!
On 12/5/22, I went into Pet Supplies Plus to speak to the Store Manager. I had pictures of my dogs before their cuts, the photo of how I wanted them cut, photos of how they looked post cut, a photo of the bloody ear and several photos of Betsy's extremely infected ears. I also had the vet report and bill for the $25 ear prescription. I requested reimbursement for the $25 and for the $176 grooming fee. I did not think this to be unreasonable. If Betsy did not have her spay appointment already, I would have asked for reimbursement for the vet visit, which I'm sure would have been at least the $176. I was very nice in my dealings with the store manager. I even said I was willing to take the reimbursement as a store credit, as I still planned to shop there, but my dogs would never be groomed there again. She said she would need a couple of days to look into and would get back to me.
When I did not hear back from Pet Supplies Plus, I called to check the status on 12/12/22. She stated that it had been busy, but that she did submit for reimbursement for the $25 prescription. I asked about the $176 grooming fee. She said she would have to look into it and get back to me. Again, no return call, so I called back on 12/20/22. Still no answer on whether they would reimburse the grooming fee. I asked for the District Managers phone #. She said she would have them call me. Never received a call. I called back on 12/28/22. The Store Manager I was working with was off that day, so I spoke to another manager. I also asked her for the District Managers number, she said she would have them contact me. And she would have the Store Manager call me back as well.
On 12/30/22, I had still not heard back from anyone. I thought I would try the Corporate Headquarters. I was only able to leave a message there. Haven't heard back from them yet. I called the Store Manager again, she still had no check for the $25, no answer on the grooming reimbursement and said she would have the District Manager call me.
I find this lack of customer service very disheartening. Unfortunately, they are about to lose a customer for life, not to mention all of the negative word of mouth they will receive. I've worked in the customer service industry many years. From my experience, it would be worth paying out the $200 to keep a customer and not have negative reviews posted.
I do NOT recommend Pet Supplies Plus