CaNine to Five

Ms*** did not, in fact, have a confirmed reservation--she requested an appointment through Facebook messenger; I offered a noon appointment on Saturday, 2/18; Ms*** said 'that should be fine'; I never received notification that she had responded and so never saw her response and never
confirmed the appointment with her or went over which vaccinations she would be required to present at her first appointment She never followed up despite not receiving any further information from me and simply assumed she had an appointment Regardless, I recognized where our error occurred and attempted to correct it My groomer, Megan, texted me at 12:07pm to let me know that Ms*** was there for her appointment and there seemed to be a mbecause she wasn't in the sytem or on the schedule book She then further clarified that Ms*** had attempted to schedule the appointment through Facebook messenger (atypical and not the procedure that is outlined on our website) so I looked back through messages and determined what had happened Despite the fact that she did not receive confirmation, I understood how the misunderstanding could have occurred and wanted to make every effort to honor the grooming request so I cashed out at the grocery store (I was in the middle of grocery shopping for my family on my day off) and rushed to work; I did not go home first to take care of my groceries, but went straight to work, which was only a few minutes away At 12:11pm I told Megan to accept ***'s dog and I would be right there to groom her Megan then spent the amount of time it takes to process a new client's registration and discuss the grooming service with the client Ms*** spoke in a disrespectful manner to my employee and seems overly focused on the fact that Megan used my first name in discussion and had trouble making eye contact because she was uncomfortable with how things were transpiring; someone's discomfort with being bullied should not be fodder for a complaint against a company Ms*** is also blatantly lying about the condition of her dog's coat; Megan did, in fact, go over her coat and told her that her ears were matted, but could be brushed out Also, Ms***'s work colleague is an employee of mine and she informed me that prior to the grooming appointment Ms*** had told her that she was embarrassed to bring her in for a groom because she was so matted*** had mats behind her ears, on her muzzle, under her chin and on her rear end I brushed them out and that took approximately minutes to do so, in addition to the groom timeWhen Ms*** picked up *** she was again disrespectful toward Megan, demanding a full refund of her groom for her 'inconvenience' She asked to speak to me and Megan notified her that I wouldn't be back to work until Monday and then she continued to ask if there was a phone number she could call to reach me at that moment and Megan rightfully refused to give that information out She then Facebook messaged me at home and requested I call her to which I responded by giving her my personal cell phone, but let her know that I was in the middle of putting my groceries away (they had been sitting in my car for over hours) She emailed me a lengthy complaint, again focusing too much on Megan's mannerisms, and demanded I refund her money, along with a veiled threat about how word of mouth can make or break a business, despite the fact that she received a full groom plus minutes of dematting I told her I do not tolerate mistreatment of my staff and I would not be refunding her money.Since that point she has emailed me/us repeatedly, texted my personal cell phone, reviewed us on every site she can find, posted inappropriately on social media sites used for dog-related issues like finding lost dogs, etcHer behavior is borderline harassment at this point As for the photograph of her dog: it is standard procedure for us to take 'before' and 'after' pictures of all our grooming clients, along with photos of our daycare, training and boarding dogs Ms*** contacted us through our Facebook page so she is well aware of this fact Regardless, Megan never had her sign our grooming agreement that gives us permission to take and use photos for our purposes so I immediately removed ***'s dog from our site as soon as she brought it to my attention

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. In response to Canine to Five's response, I have this to say in response:First of all, in my eyes I had a confirmed appointment. Regardless of the fact that I scheduled the appointment through Facebook messenger, I was never instructed to call the business or go to the website to schedule an appointment. As you will see in the attached screen shot of my conversation log with the business my reply was and I quote "Yes that should be fine. I'll bring her in then. Thank you!" Note that in the bottom right hand corner under my note it reads "Seen". Anyone and everyone who uses Facebook messenger knows full well that means the recipient received the message. Ms. [redacted] is responsible for her employees and therefore, if someone other than herself saw that message then it was their responsibility to inform her that my appointment was set and to contact me if anything further was required. Regarding the mutual co-worker we both work with approached me the day after I sent the Facebook messenger message to tell me that she worked for Canine to Five part time and she saw my message come in through Facebook messenger because all of the employees there have access to the messages. This tells me that every employee at the establishment had access and likely saw my message. Also, this mutual co-worker said to me that when she saw my message she told Amy ([redacted], owner) that she worked with me. Again, another confirmation she knew about my message. I did indeed tell this co-worker that I was embarrassed to bring my dog in for grooming but only because she was so overgrown and not because of matting. I never once ever mentioned my dog being matted because in fact, I did not believe she was. When the employee Megan inspected my dog's fur...again, I asked her if she would have to alter the length of my dog's fur due to any matting and Megan replied no, she should be fine. Megan never mentioned any possibility of charging me additional because of any matting . My 15 year old daughter was holding my dog when Megan and I discussed this situation and can attest to what was said. Also, I am completely appalled that Ms. [redacted] is saying that I was bullying her staff. Ms. [redacted] was not present for the conversation and therefore, I can only assume that Megan exaggerated and lied about my demeanor. I in no way shape or form did any such thing. I did not even raise my voice. I was extremely patient - waiting a half an hour to get the situation resolved. I did not demand a full refund, yet another lie from Megan. I asked if I would be given any sort of discount for my inconvenience. Megan said I would need to contact Amy ([redacted]) myself. I picked up one of Ms. [redacted] business cards and asked Megan if the number on it was Amy's personal cell phone number. Megan said no and that was the end of the conversation. I paid my bill, without leaving a tip and calmly exited the business with my dog. Again, my daughter was with me and can attest to the conversation had. When I left I Facebook messaged Amy asking her to call me and that's when I was put off and told she was too busy and I would need to call her. She then gave me her cell phone number. I asked her for her email address and she provided me with 2 email addresses, one of which I emailed her to explain my frustration and ask for a refund. The only contact I had with her personal cell phone was to demand she take my dog's pictures off of the Facebook page. I only emailed and texted Ms. [redacted] once. I told her I was a dissatisfied customer and that I would be spreading the word about the gross lack of customer service at her business. There is no harassment in spreading the word about poor customer service utilizing public websites to do so. Lastly, a business cannot ASSUME customers know their policies, rules, guidelines, scheduling procedures. They cannot assume a person has even visited their website, which I clearly never had. One of my biggest frustrations is all of the assumption going on. They act as if everyone should know everything about their business when never informed. Regards,[redacted]