I missed the part where you said Fenway was still wet and you are right, that is unacceptable. Don't be afraid to speak up though, I'm sure they would have finished drying him for you (even though he should have been dry in the first place). Does Fenway have a white muzzel, they are very hard to get clean and depending on the amount of time spent and how often it is kept it clean in his daily life, some stains can become perminent.
Prices vary from place to place and town to town. I live in Atlanta. Now here in Lawrenceville you can get my sister's pom Bathed and Shaved for about what you spent on Fenway. However, if you would take my sisters Pom to the area where I work, which is only about a half hour from here, you would get charged 60 maybe 70 for the same work. I'm not saying the price was fair as I don't know the area in which you took him to or the services in which the specific grooming package you asked for contain. Also, If asked for a $15 service and were charged $32 that is wrong. You should have spoken up. You don't have to even be mean about it, a simple "Oh, I thought I asked for only a Pet-riotic Pup service. Which service did I ask for and what does it contain?" would have made the employee look to see what Fenway got and most likely you would have not been charged that ridiculous amount. It most likely was due to human error somewhere along the way. Was the groomer the one who checked you out? If not maybe the employee thought you got him clipped also. If it was the groomer, maybe the person who checked you in accidentally put you in the system for something else but you really only wanted the $15 service, which sounds like what you got. To be honest, it was most likly do to human error and the only way to correct that is by speaking up.
Also, the associates at Petsmart go through “ABC” training. Part of that training consist of D.O.G. Delight the customer, Operational Excellence and Grow Pet services. There are many other aspects to the ABC training but in the section of D.O.G, Delight the Customer, they are told specifically to go above and beyond for any customer. Even if you weren't acting impatient, rolling your eyes or complaining, the associate was trying to help you out by getting Fenway out as soon as possible. She probably saw that obviously there was a verbal mistake made and a misunderstanding in that you thought he would only be a little bit, while in reality the wait was 3 hours.
Also, if the standard wait is most likely 3 hours. So I assume when you asked if they had time to groom him, they said yes and they assumed you knew that they would not take him back, get him done and out right away but that you expected the normal 3 hour wait. If they said they had time to groom him, they most likely did. However, they probably expected the normal wait time of 3 hours to get him done in.
I also wanted to say, I'm sorry you had such a bad experince as both you and Fenway deserve the best care.
Ashley
Reply With Quote
Bookmarks