Complaints

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our 5 month old puppy in to be groomed. When we picked her up she was shaven with no hair left on her body. She had a an appointment with her vet 2 days prior and they complimented her healthy coat, so they did not shave her bald due to matting. They cut off her whisker and one eyelash was cut off the other was half cut off. We did not consent to having her shaved bald. We were not asked if they could shave her bald in the middle of winter. We asked for *************! Our puppy used to be bold, playful and energetic. She is now afraid of everything, especially noises, she trembles and is very timid now. She does not like to play but prefers to be held or sleeps. I am not sure what they did her while they had her there for 4.5 hours, but she is definitely traumatized! I have yet to receive a response from the owner.

  Business response

  02/28/2023

  I left you a voicemail today, I was out of the office this past weekend! Your daughter brought the dog in to be groomed, the upfront person had the groomer come up to look at the puppy at check in and she was told the dog was going to be very short due to matting and she said ok! We dont want to shave a puppy the first time they are groomed, but sometimes we have to due to matting! What we like to do for the first visit is a face, feet and F**** just to get them used to the grooming process so they are not traumatized with their first visit! I am very sorry that we had to shave your puppy, but due to the matting around the neck and **** area we had no choice! It would have been extremely painful to try and de-**** a puppy! If the matting is left it can cause bruising on the skin from getting pulled! Are you bathing the puppy at home? If the dog is not completely brushed and combed out before the bath or even playing in the snow if there is any matting on the dog once water hits it .. it tightens towards the skin! The dog can look all fluffy on the top but me matted at the skin! If we have to shave a puppy the first time it is ONLY because it needed to be done!  We like to educate our customers about how to care for the coat of their dog so that this doesnt happen again! A lot of people do not know about the brushing and combing BEFORE the bath and then it causes matting without them even realizing it! Again, my apologies!

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