Stillhouse Luxury Pet Hotel

It is an unfortunate consequence of doing business, that not all customers will be sa...Read More »

It is an unfortunate consequence of doing business, that not all customers will be satisfied. That being said, I must mention that "Dissapointed" was a returning customer - both dogs had been groomed on one prior visit with no complaints. In my response, I will address the condition of the dogs on drop off which perhaps partially explains the less than satisfactory outcome of this groom. The dogs were dropped off in severely matted condition (and also late for their appointment). In hindsight, we probably should not have taken the pets in. The pets were brushed extensively prior to bathing...to remove matts.. which resulted in the pets becoming agitated and being impatient with this grooming session. In addition to de-matting both dogs (which was not charged as an extra service as is customary), the groomer bathed and cut both the female and the male. At pickup, the owner asked about the length of the ear hair on the male. I asked about the female's ears and was told that the female looked fine. At this time, I relayed to the owner the difficulty due to both dog's being matted. My offers to satisfy the customer "at the time of pickup" were declined. My offer did not include a refund, but to take the pet back to have the ear hair trimmed shorter. No mention was made at that time of any dissatisfaction with the female's groom. The owner did call later that day to once again express dissatisfaction with the outcome. It was then she mentioned the patches of hair on the male's body and nicks on the female (no nicks on the male) as the reason for not bringing the male back. It became apparent that the only acceptable option for this owner was a refund. Our policy is to address "groom quality" issues with an offer to fix the problem either at the time of service or at a later visit. To make refunds easily available for services provided will encourage "refund seekers" that only want to get services for free.