A Cut Above Pet Salons East Millcreek

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OPEN NOW - Closes at 4:00pm

My experience with a cut above was several cuts below what I expected from a business where customer service is paramount. I dropped off my dog in the morning and was quoted a pick up time of 12:30. So I planned accordingly to be there to pick her up. I received a call at 10:43 from "a cut above" stating my dog was finished. I acknowledged this fact and informed her I would be there at 12:30 as originally stated. She seemed quite bothered by this, but given it was the original scheduled time I didn't let it get to me.

I arrived at 12:30 to pick up my dog. Very excited as this is one of the first times she has been groomed professionally. As another review stated, they made me pay first before they retrieved my dog. So I paid the 45 $ grooming fee with the 15$ shampoo / dremel add-on. I also tipped 20 dollars as I wasn't sure what was appropriate. Once I get into the sunlight it's clear she is still wet. I investigate further and her back left leg and her chest are wet. Given she has lighter color hair it was obvious the coloring was yellow. Also smelled to confirm that it was in fact urine. Given it was all along her chest and one side of the leg, it was obvious she had urinated on herself while she was in a kennel.

When I noticed this unacceptable mistake I felt the need to inform them of their* mistake. I walked back inside and pointed out the obvious wet "yellow" spots. Her first reaction and response was to inform me that her kennel was dry. This would make sense as she is quite literally covered in her own urine. Once this ruse was obviously not going to work, she then offered to fix the problem. As I was on a tight schedule I did not have time for this. Given this was her apparent only remedy, I decided to leave. On the way she exclaimed "come back soon".

I will not*. There is an obvious and dire need of additional customer service training for all involved, but primarily the front desk lady who is the point person between the owner and the staff.