Dawn B.

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