South Hill Dog Grooming

Complaint: [redacted] I am rejecting this response because: I went to the office to drop my dog offHe was freaking out like he normally doesI was about to leave, when I realized she hadn't asked how I want his hair cutI proceeded to turn around and explain how I wanted his hair cutI said that I wanted an in or so off around his body, and I did not want his butt shavedI never once said 1/inch all over or an inch all overI said an inch off, and she did about a 1/inch all over I do not need a full refund, but I do want a refund for his hair cut since it is not what I asked forWhen I went in to talk to the owner, she started her conversation with rolling her eyes at meShe also at one point told me, "You're young enough to be my daughter, you need to respect me." I'm the customer, and I do not need a rude tone/eyes rolled at me,etcThe owner and employee lack any customer service skills whatsoever I would like refund for the hair cut because the dog groomer did not groom my dog to an inch offYou can see in the earlier pictureI never once said anything about a lion's cutI just wanted a trim, which is not what I receivedSincerely, [redacted] ***

ID: [redacted] - South Hill Dog Grooming; [redacted] When client dropped off for the dogs grooming appointment, she asked for the dogs hair to be "left longer" I then explained to [redacted] , that her dog was matted & there was no way for me to demat the dog without risking injury or pain to the dog & I would not attempt to demat her dog She then said "ok well not too short then" I then explained because of the matting I could not guarantee that the dogs hair would not be short Also, there was another groomer present who also tried explaining to [redacted] why the dog would be short [redacted] did not seem concerned too much at the time about what we had told her regarding her dogs hair cut at the drop off time At the time of pick up [redacted] asked why the dogs hair was so short We then explained to her again why her dogs hair was short She pays and leaves with the dog Three days later, [redacted] calls our grooming shop, does not announce who she is and does not even ask who I am and just starts screaming about how short her dogs hair is so short and he looks like this, or that, it was pretty hard to understand her with her yelling as loud as she could into the phone I then once again explained to her why her dogs hair was short She then insisted on a refund and when I started to explain to her the reasons she would not receive a refund she hung up on me We do not issue refunds on any services provided because the dog did receive a bath, ears were cleaned, nails were trimmed, sanitary clip, pads of the feet shaved, anal glands expressed, teeth were brushed & hair cut was given per owners request

ID:***- South Hill Dog Grooming; *** ***
When *** dropped off, I went through our typical first time client routine as in asking what type of grooming they are looking for. When I asked her she stated that "there's just too much hair, there needs to be less, but I don't like it
when his butt is shaved really short." So I asked, "So about half his length with a cute little fox face?" She nodded and said "that could work" She then asked to add a teeth brushing to the grooming. At no point had she asked for her dogs hair to be left one inch long
At the time of pick up, I gave the dog to ***, I asked "I hope that's what you were looking for? Is that a good length?" She replied "Well I haven't seen him this short but we will see." She leaves with her dog. Calls later and leaves a message
I returned her call the next day. She explained she wasn't happy with the cut and then told me her dogs hair was six inches long and I had cut it down to a lion cut. Which is not true and when I started to tell her how I felt things went that day and why her dog received the cut it did she started asking for a refund. When I stated that we do not give refunds for the following reasons, the dog did receive a bath, ears were cleaned, nails were trimmed, sanitary area was shaved, pads of the feet shaved, anal glands expressed, teeth were brushed & hair cut was given per owners request. She began to tell me my customer service was pathetic because she would not be receiving a refund. She then insisted to speak with the owner, I told her she could come in on Friday and the owner would be at the shop
Friday, *** enters our shop and states the same story. Except when we started talking about the length she asked for she changed her story to "ok well maybe I asked for a half inch all over" which I do not recall her asking for a half inch either. I actually used a #blade (1mm) and a #Duct/Comb (13mm) which is a total of inches. So we believe she got the hair cut she was actually looking for

ID:  [redacted]- South Hill Dog Grooming; [redacted]
When client dropped off for the dogs grooming appointment, she asked for the dogs hair to be "left longer" I then explained to [redacted], that her dog was matted & there was no way for me to demat the dog without risking injury or pain...

to the dog & I would not attempt to demat her dog.  She then said "ok well not too short then"  I then explained because of the matting I could not guarantee that the dogs hair would not be short.  Also, there was another groomer present who also tried explaining to [redacted] why the dog would be short.  [redacted] did not seem concerned too much at the time about what we had told her regarding her dogs hair cut at the drop off time.
At the time of pick up [redacted] asked why the dogs hair was so short.  We then explained to her again why her dogs hair was short.  She pays and leaves with the dog.
Three days later, [redacted] calls our grooming shop, does not announce who she is and does not even ask who I am and just starts screaming about how short her dogs hair is so short and he looks like this, or that, it was pretty hard to understand her with her yelling as loud as she could into the phone.  I then once again explained to her why her dogs hair was short.  She then insisted on a refund and when I started to explain to her the reasons she would not receive a refund she hung up on me.
We do not issue refunds on any services provided because the dog did receive a bath, ears were cleaned, nails were trimmed, sanitary clip, pads of the feet shaved, anal glands expressed, teeth were brushed & hair cut was given per owners request.

Complaint: [redacted]I am rejecting this response because:
I went to the office to drop my dog off. He was freaking out like he normally does. I was about to leave, when I realized she hadn't asked how I want his hair cut. I proceeded to turn around and explain how I wanted his hair cut. I said that I wanted an in or so off around his body, and I did not want his butt shaved. I never once said 1/2 inch all over or an inch all over. I said an inch off, and she did about a 1/2 inch all over.
I do not need a full refund, but I do want a refund for his hair cut since it is not what I asked for. When I went in to talk to the owner, she started her conversation with rolling her eyes at me. She also at one point told me, "You're young enough to be my daughter, you need to respect me." I'm the customer, and I do not need a rude tone/eyes rolled at me,etc. The owner and employee lack any customer service skills whatsoever. 
I would like refund for the hair cut because the dog groomer did not groom my dog to an inch off. You can see in the earlier picture. I never once said anything about a lion's cut. I just wanted a trim, which is not what I received. Sincerely,[redacted]