Grooming Emporium, LLC.

I spent approximately minutes total discussing trim options between a phone call to the shop and during client check inWe discussed the trim options in depth because [redacted] was severely mattedThe coat was completely unsalvageable, as we discussed in depth prior to admitting [redacted] for her appointmentI was shown two photos of two different trims, neither of which were possible due to the extreme case of mattingI informed [redacted] that we would need to shave [redacted] down, as her mats were unable to be removed humanely any other way [redacted] seemed to understand and knew that [redacted] was very matted, reporting that she had spent the previous week unsuccessfully attempting to brush mats outI recommended appropriate brushing tools, as the tool [redacted] was using were not sufficient, hence the mattingI also sent [redacted] home with a brochure with brushing instructions to prevent matting in the futureI did inform [redacted] that we would be able to accomplish either of the two trims she chose in the future, as the hair grows out if she is kept on a regular grooming schedule and not matted [redacted] showed me photos of her own dog, ***, in a shaved trim that she reported was after her last grooming when she had to be shaved due to mattingI explained that this is the length we would need to trim her to, as well, since the matting was so tight to her skin that no longer of a trim was possibleI told her directly "you won't be happy with the trim today" because she wanted a trim that was impossible due to the condition of her pet's coat.The bald spots mentioned are the neck shaving lines that are standard for the poodle and were present in the photos I was shownThe base of the tail required shaving further out because of extremely tight matting in the areaSometimes dematting can lead to an itchy, uncomfortable feeling, which is why we recommended that [redacted] bring [redacted] in for us to apply a soothing cream to the areas she reported had been itchy the day after grooming [redacted] declined [redacted] did not have any cuts or injuries during grooming, though if a dog is allowed to continuously lick, chew, or scratch an area, it may lead to irritationI don't know if that is the case with ***, as I have not seen her since she left the grooming shopI do know that she was not injured during the grooming in any way- I am a former Veterinary Technician, certified in Pet First Aid, and have been grooming for yearsHowever, as pet safety is incredibly important to us, we did offer to cover any costs of any injuries should [redacted] need to see a veterinarian for an issue related to the grooming [redacted] 's husband declined that offer when I spoke with him on the phone.While I am sorry that [redacted] is unhappy with ***'s groom, shaving was agreed upon before the grooming (this is standard practice- we will not shave a dog without owner permissionIf [redacted] had declined the shave, she would have been sent home without any grooming services provided, as shaving was the only humane option for the severe degree of matting that [redacted] had)Unfortunately the matting is a serious issue that must be dealt with to avoid serious medical complications and pet safety is more important than aestheticsI cannot offer a refund for hours and minutes of dematting that was agreed upon before services were rendered

I disagree with ***'s claimsI'm including photos of the condition of ***'s coat when she arrived as well as her finished groom, which was a dematting, not a trim for aesthetics, as discussedWe discussed other trim options that would be available in the future, when she returned without mats, but I never agreed to leave her "socks" (bracelets) because they were severely matted and brushing them out would have been painful for ***I also hate to think that *** believes *** had a bad experience here, as she was very well cared for and given plenty of love and affectionShe is a sweet dog and the reason she had to be shaved vs having her coat brushed out was for her comfort and safetyAs far as the time accusation, *** dropped *** off and told me that she needed to pick her up by 11:45amI agreed and was late finishing other dogs in attempt to accommodate her last minute requestI finished her just in time and she was the only dog I worked on the entire time she was with me, until she was put back into a kennel (in clear view of the reception area) about minutes before *** picked her upI would have been happy to explain again why the trim was the way it was, or to bring the dog out before *** paid, but I was never askedTypically we bring the pet out after the owner has paid because most find it difficult to handle their pet while dealing with the transaction. I am not sure why *** feels that a refund is due when the complaints seem to be that she is unhappy with the style of trim that had to be done due to the severe matting that she was aware of and told me about on the phone before even booking the appointmentThis groom was not my best work, because the coat was in terrible shape, which is why I told *** that she would not be happy with this groom aesthetically, but that it was a necessary step in getting her into a trim that she'd be happy with and could maintain at homeI am not comfortable refunding this client due to the misinformation she's given, all after telling me that she was very unhappy with her last groomer who shaved her dog due to matting (she reported cuts all over the dog that were not visible in the photos she showed me), that ***'s breeder's house smelled bad, she had a large number of dogs, and that *** was scared of humans when she first brought her home, and then reporting to me that she may not be able to afford to bring the dog in for regular grooms due to one of her children having health issues that have left the family in debtThis is not information I asked for, nor was I comfortable with her sharing it with me, but it did concern me and I feel that I'm unfairly being asked to return payment for services that were rendered and agreed upon in advance

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The breeder of my poodle and my neighbor who is a professional groomer both saw*** before and after her being groomed at the Grooming Emporium and both described the clip as a hack job The groomer is not being truthful in her statements in an obvious attempt to cover her mistakes My dog is cared for most carefully The groomer agreed to a short clip with top knot, tail, and socks left longer She was left with no socks at all and shaved to the skin around her bottom I didn’t bring *** back to have her botttom sprayed by this groomer because I wouldn’t chance the fear and anxiety of what she experienced with her clip My poodle’s breeder agreed with me on this and she has years of experience as a poodle owner/breeder/shower whose poodles come from champion lines I cared for her bottom with creams and oils myself It is also suspicious to me that my dog’s fancy collar was broken by the groomer and it was extremely well made There were many dogs and at least one cat there all at once with groomers I left at 9:and *** was done when I came at 11: That’s not a long time Also, I should have at least had the chance to see my dog before I paid and talk to the groomer about it But that’s not how it happened My dogs head and neck were shaved incorrectly, her bottom was shaved to bare skin and it was an overalll horrible experience for both me and *** I’m appalled with their business practices and blaming their mistakes on owners I still believe I deserve my money back I have never contacted the Revdex.com for anything my entire life, but this business is being untruthful and not delivering on their contracts
Regards,
*** ***

I disagree with ***'s claimsI'm including photos of the condition of ***'s coat when she arrived as well as her finished groom, which was a dematting, not a trim for aesthetics, as discussedWe discussed other trim options that would be available in the future, when she returned without mats, but I never agreed to leave her "socks" (bracelets) because they were severely matted and brushing them out would have been painful for ***I also hate to think that *** believes *** had a bad experience here, as she was very well cared for and given plenty of love and affectionShe is a sweet dog and the reason she had to be shaved vs having her coat brushed out was for her comfort and safetyAs far as the time accusation, *** dropped *** off and told me that she needed to pick her up by 11:45amI agreed and was late finishing other dogs in attempt to accommodate her last minute requestI finished her just in time and she was the only dog I worked on the entire time she was with me, until she was put back into a kennel (in clear view of the reception area) about minutes before *** picked her upI would have been happy to explain again why the trim was the way it was, or to bring the dog out before *** paid, but I was never askedTypically we bring the pet out after the owner has paid because most find it difficult to handle their pet while dealing with the transaction. I am not sure why *** feels that a refund is due when the complaints seem to be that she is unhappy with the style of trim that had to be done due to the severe matting that she was aware of and told me about on the phone before even booking the appointmentThis groom was not my best work, because the coat was in terrible shape, which is why I told *** that she would not be happy with this groom aesthetically, but that it was a necessary step in getting her into a trim that she'd be happy with and could maintain at homeI am not comfortable refunding this client due to the misinformation she's given, all after telling me that she was very unhappy with her last groomer who shaved her dog due to matting (she reported cuts all over the dog that were not visible in the photos she showed me), that ***'s breeder's house smelled bad, she had a large number of dogs, and that *** was scared of humans when she first brought her home, and then reporting to me that she may not be able to afford to bring the dog in for regular grooms due to one of her children having health issues that have left the family in debtThis is not information I asked for, nor was I comfortable with her sharing it with me, but it did concern me and I feel that I'm unfairly being asked to return payment for services that were rendered and agreed upon in advance

I spent approximately minutes total discussing trim options between a phone call to the shop and during client check inWe discussed the trim options in depth because *** was severely mattedThe coat was completely unsalvageable, as we discussed in depth prior to admitting *** for her
appointmentI was shown two photos of two different trims, neither of which were possible due to the extreme case of mattingI informed *** that we would need to shave *** down, as her mats were unable to be removed humanely any other way*** seemed to understand and knew that *** was very matted, reporting that she had spent the previous week unsuccessfully attempting to brush mats outI recommended appropriate brushing tools, as the tool *** was using were not sufficient, hence the mattingI also sent *** home with a brochure with brushing instructions to prevent matting in the futureI did inform *** that we would be able to accomplish either of the two trims she chose in the future, as the hair grows out if she is kept on a regular grooming schedule and not matted*** showed me photos of her own dog, ***, in a shaved trim that she reported was after her last grooming when she had to be shaved due to mattingI explained that this is the length we would need to trim her to, as well, since the matting was so tight to her skin that no longer of a trim was possibleI told her directly "you won't be happy with the trim today" because she wanted a trim that was impossible due to the condition of her pet's coat.The bald spots mentioned are the neck shaving lines that are standard for the poodle and were present in the photos I was shownThe base of the tail required shaving further out because of extremely tight matting in the areaSometimes dematting can lead to an itchy, uncomfortable feeling, which is why we recommended that *** bring *** in for us to apply a soothing cream to the areas she reported had been itchy the day after grooming*** declined*** did not have any cuts or injuries during grooming, though if a dog is allowed to continuously lick, chew, or scratch an area, it may lead to irritationI don't know if that is the case with ***, as I have not seen her since she left the grooming shopI do know that she was not injured during the grooming in any way- I am a former Veterinary Technician, certified in Pet First Aid, and have been grooming for yearsHowever, as pet safety is incredibly important to us, we did offer to cover any costs of any injuries should *** need to see a veterinarian for an issue related to the grooming***'s husband declined that offer when I spoke with him on the phone.While I am sorry that *** is unhappy with ***'s groom, shaving was agreed upon before the grooming (this is standard practice- we will not shave a dog without owner permissionIf *** had declined the shave, she would have been sent home without any grooming services provided, as shaving was the only humane option for the severe degree of matting that *** had)Unfortunately the matting is a serious issue that must be dealt with to avoid serious medical complications and pet safety is more important than aestheticsI cannot offer a refund for hours and minutes of dematting that was agreed upon before services were rendered

I spent approximately minutes total discussing trim options between a phone call to the shop and during client check inWe discussed the trim options in depth because *** was severely mattedThe coat was completely unsalvageable, as we discussed in depth prior to admitting *** for her
appointmentI was shown two photos of two different trims, neither of which were possible due to the extreme case of mattingI informed *** that we would need to shave *** down, as her mats were unable to be removed humanely any other way*** seemed to understand and knew that *** was very matted, reporting that she had spent the previous week unsuccessfully attempting to brush mats outI recommended appropriate brushing tools, as the tool *** was using were not sufficient, hence the mattingI also sent *** home with a brochure with brushing instructions to prevent matting in the futureI did inform *** that we would be able to accomplish either of the two trims she chose in the future, as the hair grows out if she is kept on a regular grooming schedule and not matted*** showed me photos of her own dog, ***, in a shaved trim that she reported was after her last grooming when she had to be shaved due to mattingI explained that this is the length we would need to trim her to, as well, since the matting was so tight to her skin that no longer of a trim was possibleI told her directly "you won't be happy with the trim today" because she wanted a trim that was impossible due to the condition of her pet's coat.The bald spots mentioned are the neck shaving lines that are standard for the poodle and were present in the photos I was shownThe base of the tail required shaving further out because of extremely tight matting in the areaSometimes dematting can lead to an itchy, uncomfortable feeling, which is why we recommended that *** bring *** in for us to apply a soothing cream to the areas she reported had been itchy the day after grooming*** declined*** did not have any cuts or injuries during grooming, though if a dog is allowed to continuously lick, chew, or scratch an area, it may lead to irritationI don't know if that is the case with ***, as I have not seen her since she left the grooming shopI do know that she was not injured during the grooming in any way- I am a former Veterinary Technician, certified in Pet First Aid, and have been grooming for yearsHowever, as pet safety is incredibly important to us, we did offer to cover any costs of any injuries should *** need to see a veterinarian for an issue related to the grooming***'s husband declined that offer when I spoke with him on the phone.While I am sorry that *** is unhappy with ***'s groom, shaving was agreed upon before the grooming (this is standard practice- we will not shave a dog without owner permissionIf *** had declined the shave, she would have been sent home without any grooming services provided, as shaving was the only humane option for the severe degree of matting that *** had)Unfortunately the matting is a serious issue that must be dealt with to avoid serious medical complications and pet safety is more important than aestheticsI cannot offer a refund for hours and minutes of dematting that was agreed upon before services were rendered

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
The breeder of my poodle and my neighbor who is a professional groomer both saw[redacted] before and after her being groomed at the Grooming Emporium and both described the clip as a hack job.  The groomer is not being truthful in her statements in an obvious attempt to cover her mistakes.  My dog is cared for most carefully.  The groomer agreed to a short clip with top knot, tail, and socks left longer.   She was left with no socks at all and shaved to the skin around her bottom.  I didn’t bring [redacted] back to have her botttom sprayed by this groomer because I wouldn’t chance the fear and anxiety of what she experienced with her clip.  My poodle’s breeder agreed with me on this and she has years of experience as a poodle owner/breeder/shower whose poodles come from champion lines.  I cared for her bottom with creams and oils myself.  It is also suspicious to me that my dog’s fancy collar was broken by the groomer and it was extremely well made.  There were many dogs and at least one cat there all at once with 2 groomers.  I left at 9:30 and [redacted] was done when I came at 11:30.  That’s not a long time.  Also, I should have at least had the chance to see my dog before I paid and talk to the groomer about it.  But that’s not how it happened.  My dogs head and neck were shaved incorrectly, her bottom was shaved to bare skin and it was an overalll horrible experience for both me and [redacted].  I’m appalled with their business practices and blaming their mistakes on owners.  I still believe I deserve my money back.  I have never contacted the Revdex.com for anything my entire life, but this business is being untruthful and not delivering on their contracts.
Regards,
[redacted]