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 [redacted] (the groomer) did a fantastic job, but wanted a free groom because the retail staff person ([redacted]) who just started her shift, confused her appointment for another client with the last name "[redacted]" that was groomed earlier in the day. It was an honest mistake that was cleared up in 2 mins, and her dog was in her hands within 3 minutes.
[redacted] 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 follow-up email 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. [redacted] for something so petty. Ms. [redacted] 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 groom.
I 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 longer.
I do have surveillance tapes that back up my side of the story.
Please let me know if you need any further information.
Sincerely,
[redacted]
Tabby & Jack's
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 [redacted] (the groomer) did a fantastic job, but wanted a free groom because the retail staff person ([redacted]) who just started her shift, confused her appointment for another client with the last name "[redacted]" that was groomed earlier in the day. It was an honest mistake that was cleared up in 2 mins, and her dog was in her hands within 3 minutes.
[redacted] 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 follow-up email 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. [redacted] for something so petty. Ms. [redacted] 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 groom.
I 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 longer.
I do have surveillance tapes that back up my side of the story.
Please let me know if you need any further information.
Sincerely,
[redacted]
Tabby & Jack's