Added on -, by Reviewer678401
Review: On Thursday, May 15th, at 2:52PM EST, I called to make a grooming appointment for my dogs for Saturday, May 17th. It was a drop off appointment and I asked the receptionist that answered the phone if they had availability and she confirmed yes. I live pretty far from the groomer's but they do a great job and used to offer good services, so I make the trek down to ******** from ******* for my dog's grooming. I was a bit late for drop-off, and arrived about 15 minutes late to the drop appointment. When I arrived, a customer was complaining to the receptionist in regards to her dog's grooming appointment being cancelled. I did not think it would affect me as a I had what Yappie Cuttery calls a "CONFIRMED" appointment. However, about about 10 minutes of waiting to be greeted by the receptionist, she looked at me and then the customer before me, and said I was in the same situation: the groomer was full and could not take my dogs. When I pressed further by saying when I called, they said there was availability for drop-offs, she said because I was late by 30 minutes (because I had to wait for her to greet me while the customer in front of me was complaining), they called the "WAIT LIST" persons to go in before me and that's why the groomer was full and could not take in anymore dogs.
What kind of service policy would call the WAIT LIST appointments over CONFIRMED appointments? What's worse was the attitude the girl at the receptionist desk gave to me and the other customer ahead of me. She refused to provide contact information to her manager, who was not onsite, and could not offer any apology other than "you were late so I called the wait list people who were ready to go". In the past, when a groomer was sick, of if I was running late, Yappie would call to tell me that they were overbooked and saved me a trip from ******* to ********. This time, all I got was a smug and condescending "you were late, we probably called and you didn't answer". I showed her my cell phone showing I had received no calls from Yappie that morning.
Management should be onsite on weekends, and should implement a better process for confirmed appointments. Confirmed appointments should have priorities over wait list appointments, and wait list appointments should only be contacted if confirmed appointments are cancelled. The fact of the matter is that NO ONE from Yappie Cuttery contacted me BEFORE they called the wait list appointments and I am EXTREMELY displeased with this service. I used to refer my friends to Yappie even though they are far, but I have now informed all of my friends to stay away because of this awful service.Desired Settlement: I'd like to see the store policy changed so that CONFIRMED appointments need to be cancelled before they call WAIT LIST appointments AND I'd like for management to send me an apology letter due to the incredibly rude service I encountered with the weekend receptionist.
6-1-2014**. *****'s complaint is puzzling and disappointing to me. I am not in business to upset clients, but throughout the years I have been forced to create protocols that protect the interests of my business and staff. **. ***** has been a good client for many years, and the policy about which she is complaining has been in place for over twenty-five years. I do not understand how she could be ignorant of this policy, seeing as it has been a part of my business for as longer than she has been coming to me.What she states is partially accurate, but there are other sections that are incorrect or wholly omit the truth. Below, I explain and clarify the erroneous statements:When any appointments are set, especially grooming appointments, my receptionists go through a detailed confirmation process. During off-season months when there are no waiting lists for grooming services, we can make slight exceptions for drop-off times that are 15 to 20 minutes late. In **. *****'s case, we were—and still are—in our busy season. I run my grooming department based on quality, not quantity. Many other facilities during their busy times will overbook and overload their groomers. The reason for overbooking is so the facility can make more money and groomers, who get paid commission by how many dogs they groom, will also benefit. Working on the volume basis compromises quality of the grooming and handling of the pets; mistakes are made, injuries occur, and overall quality suffers. We do not book like that. Our groomers are scheduled 6-7 dogs a day and the pets are not assembly~line groomed. Our booking procedure is why **. ***** stated that our work is great and she is willing to travel the distance to come to my facility.The drop-off period ends at 9am, a policy which is especially important on Saturdays since hours of operation are shorter then than weekday hours (7-4pm as opposed to 7-6pm)<The night before a scheduled appointment, we call to confirm. If we talk to a person, we make notes on our computer of when the call was made and to whom we spoke. No further calls are made until the next day if the 9am deadline is near and the client has not dropped off his or her pet. Either way, the grooming spot is saved for them until 9am. If they do not show up, then they are cancelled out and a person from the waiting list is call to fill the spot.In the event that we cannot contact the client to confirm, we leave this message: "This is Yappie Cuttery calling to confirm your pet's grooming appointment for tomorrow. Please call us back at ###-###-#### and leave a message to confirm your appointment. If we do not hear back from you by 7am tomorrow, we will call to reschedule your appointment and take someone in from the waiting list."If no message was left overnight and we have still not heard from the client by 7am, then at 7am we will call again to try to contact that client to see if a confirmation can be obtained. If no one is reached at that time, we leave this message: 'This is Yappie Cuttery calling to let you know that we could not confirm your pet’s grooming appointment and we will take someone off the waiting list to fill your spot. Please call us back to reschedule your grooming appointment/'We called **. ***** and left messages as described above, but no confirmation was able to be made in both cases. She arrived at my facility at 9:45, not 9:15 as she stated. The client she cited as complaining about the same issue also arrived at 9:45. That client ended up rescheduling his grooming appointment to the following Saturday.I interviewed clients who were present when **. ***** and the other client were there, and they all complimented my staff for being calm and trying to explain to **. ***** and the other client the circumstancesn It was unnecessary for **. ***** to holler at and threaten my front staff. If we had taken in her pet when she arrived, we would have had the groomers do more dogs than is normal, and their morning schedules that they set up for themselves would be disrupted. The outcome would have been the same in that case: She would have been yelling to get her dog groomed and yelling when she picked it up because the quality of grooming would not have been up to her expectations.The content of **. *****'s complaint is inaccurate and deceptive. We want to provide the best service possible to our clients, and policies like the one I described allows us to do just that. She is always welcome back and I would be pleased to make sure that in the future all efforts will be made so she does not experience this again.Sincerely,
I was not being deceptive in my complaint, and the business owner, **. ***** ******* does not have the facts correct. I was not yelling, I was there with another patron who was complaining about the same issue in regards to their policy and process for calling wait list folks before taking in CONFIRMED grooming appointments. The receptionist was trying to seek the groomer on duty to come out to speak with myself and the other customer to address our complaint, but the groomer refused to come out. The issue at hand has not been addressed nor resolved and has in fact been ignored and stories have been fabricated on the actual incident.
7-8-2014Dear *** *******,I have read *** *****'s response, I can only say that the appointment for her dogs grooming was not confirmed, there were no call back to confirm the appointment, no voice mails confirming the appointment and there was no confirmation of the appointment when my staff member when they called that morning to try to reconfirm her pets appointment As far as my staff was concern she was going to be a no show and policy dictates that we bring in a client on the waiting list to fill in their spot.This has been my policy for years and this is the first time that anyone has had any issues with our program. Even the client that was there before here understood and rebooked to the following Saturday.I would like to end this problem with a sincere apology for any inconvenience that she experienced and if she would like to reschedule her pet's appointment I would be please to extend a discount for the service.Sincerely,