Darlene M.

I got my dog back not even half way groomed, from Groomin Tails in Montgomery Alabama, the girl lied, said she was the one who had been grooming him, when Julie Mcray has actually been doing it. It takes Julie all day to groom him, because he can sometimes be difficult and she is very patient but this lady called me back within an hour and half of me dropping him off. She still charged me $40 and told me he needed to be given drugs to calm him down and that he was too matted to finish. I've taken him in there worse and tried getting an appointment a month earlier but she said she was all booked up and didn't offer to put me on a list in case someone else didn't show up. My dog is 11 years old, a groomer told me he needs drugs,! I still have to pay someone to finish him and a groomer friend told me I should not have paid her and furthermore she should not have charged me, because in the grooming business you don't get paid if the dog isn't finished. My heart is broken for my dog and when I went back for conflict resolution they just made excuses about how he didn't know them. I think honesty would have been the best policy to begin with, by telling me the lady who usually grooms my dog isn't there anymore. I will be taking him somewhere else from now on, because I wouldn't want anyone being mean to my dog on account of a situation they had with me.
This is the groomer's response to me:
My heart is also broken for your dog. We only see dogs that matted from the humane shelter. Dogs that have been neglected or abandoned. We were thinking of Curly Midgets safety when we suggested that the owner take him to a veterinarian to be sedated and safely finish the groom. Curly had mats as hard as rocks on his face that covered his eyes. When we tried to shave them off he started jerking and snapping at us. That's why we suggested sedation and the owners response was "Well, I can't afford that". We worked on the dog for over an hour plowing through some of the worst mats Ive ever seen, so we felt well within our rights to charge for our time.
Luckily I was able to locate the lady who has been regulary grooming my dog through Facebook and she is picking him up from my house on Tuesday.
Where is the professionalism? Where is the customer service? When did businesses begin to do so well they can treat customers and people any way they want to.
Edna thought it was okay to lie to me, it was within her rights to charge me for the service when she didn't complete the service and then it was okay to insult me as a pet owner.
I had several friends taking their dogs to this groomer on my recommendation, they won't be going there any more.
What happened to ethics? To being polite? What happened to "I'm sorry you aren't happy", and "what can I do to make this right?" I can't see this shop making so much money they can afford to treat people this way.