Yury V.

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.