Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not, in any manner, resolve my complaint. For your reference, the response I reviewed appears belowI approached this business looking for professional service. Instead, I was met with incompetence, yelled at, called names, and hung up on by the Owner. When I went to pick up my dog, I was told there was ONE *** in the system, and that person had already paid for and taken my dog from the location. Audio available on the surveillance would clearly support this. The manager told me the front desk person "has to go through screens" to find the appropriate information. She had obviously not received enough training or support as no other staff was present at the time I was there. When I asked to speak with the manager or owner, she gave me a card, saying they were both at the Middleton location that afternoon (later I learned this was false). The "apology" I received later from the owner was for "upsetting me" not for the incompetence of her staff. Customer Service and professionalism do not exist at this establishment.
I am also not concerned with "preserving" this relationship. What I was looking for was human decency, and the owner of Tabby & Jack's isn't interested in providing that for her customers. I was told any credit given me would "only hurt the groomer" by the manager and owner. She is only concerned about the money, as she has clearly indicated in her correspondence and behavior Regards, *** ***
Thank you for bringing this complaint to my attention The client was clearly looking for a free groom, and we believed that it was
a very unreasonable request She agreed that *** (the groomer) did a fantastic job, but wanted a free groom because the retail staff person (***) who just started her shift, confused her appointment for another client with the last name "***" that was groomed earlier in the day It was an honest mistake that was cleared up in mins, and her dog was in her hands within minutes*** *** received the service and must pay for it Just because for a moment, we confused her with another client, does not give her the right to a free groom! It is unreasonable, and I did tell her this over the phone I did apologize to her on the phone and again in my follemail to her I sent On March 3rd (see below)I did not yell at her on the phone, in fact she was the one yelling at me I did hang up the phone after saying: "I'm sorry, I can't give you a refund Have a nice day" I didn't deserve to be yelled at by Ms*** for something so pettyMs*** is not a very pleasant person, is always short with my staff and never tips the groomers Its obvious that she is only looking for a free groomI have no desire to save this relationship, as she just isn't a good fit for our business My employees work hard and I don't think it is fair to them to be verbally abused by her any longerI do have surveillance tapes that back up my side of the storyPlease let me know if you need any further informationSincerely,
*** ***
Tabby & Jack's
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not, in any manner, resolve my complaint. For your reference, the response I reviewed appears belowI approached this business looking for professional service. Instead, I was met with incompetence, yelled at, called names, and hung up on by the Owner. When I went to pick up my dog, I was told there was ONE *** in the system, and that person had already paid for and taken my dog from the location. Audio available on the surveillance would clearly support this. The manager told me the front desk person "has to go through screens" to find the appropriate information. She had obviously not received enough training or support as no other staff was present at the time I was there. When I asked to speak with the manager or owner, she gave me a card, saying they were both at the Middleton location that afternoon (later I learned this was false). The "apology" I received later from the owner was for "upsetting me" not for the incompetence of her staff. Customer Service and professionalism do not exist at this establishment.
I am also not concerned with "preserving" this relationship. What I was looking for was human decency, and the owner of Tabby & Jack's isn't interested in providing that for her customers. I was told any credit given me would "only hurt the groomer" by the manager and owner. She is only concerned about the money, as she has clearly indicated in her correspondence and behavior Regards, *** ***
Thank you for bringing this complaint to my attention The client was clearly looking for a free groom, and we believed that it was
a very unreasonable request She agreed that *** (the groomer) did a fantastic job, but wanted a free groom because the retail staff person (***) who just started her shift, confused her appointment for another client with the last name "***" that was groomed earlier in the day It was an honest mistake that was cleared up in mins, and her dog was in her hands within minutes*** *** received the service and must pay for it Just because for a moment, we confused her with another client, does not give her the right to a free groom! It is unreasonable, and I did tell her this over the phone I did apologize to her on the phone and again in my follemail to her I sent On March 3rd (see below)I did not yell at her on the phone, in fact she was the one yelling at me I did hang up the phone after saying: "I'm sorry, I can't give you a refund Have a nice day" I didn't deserve to be yelled at by Ms*** for something so pettyMs*** is not a very pleasant person, is always short with my staff and never tips the groomers Its obvious that she is only looking for a free groomI have no desire to save this relationship, as she just isn't a good fit for our business My employees work hard and I don't think it is fair to them to be verbally abused by her any longerI do have surveillance tapes that back up my side of the storyPlease let me know if you need any further informationSincerely,
*** ***
Tabby & Jack's