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★☆☆☆☆

“Terrible Groom and Terrible Employees ”

Written on: 12/05/2021 by Tania21 (1 review written)

I made an appointment on the 5 March 2021 for my dog at the Winnersh groom room in Wokingham, Berkshire. My dog has been there about 5 times, grooms were fine, however, I did have one that was not great cut but was reassured by one of the groomers it was a one off and booked again.
It was never explained on the day from the groomer who obviously hasn't been on any customer service courses, that the groom room were only taking welfare dogs. Meaning dogs with heavily matted coats and over grown nails due to Covid. I just wanted my dog to be stripped all over as normal and my dog was not a welfare concern, They booked me in regardless.

When I got my dog home I noticed that the groom was appalling, on her chest I noticed great big big chunks out of that area and other parts of her body 6 issues with her fur. Never in 20 years working with dogs have I seen a groom like it.

I complained via email to Pets at home sent pictures in and was offered £20.00 money back. I sent further emails asking why my dog was in this state and why could no one give me an explanation of why chunks were taken out of my dogs fur. Never happened before since my dog had been groomed there?

My complaint was sent to the escalation team who said they have assessed the pictures and there was nothing wrong with the groomer or the groom and that was final. I had the pictures assessed by 2 independent professional groomers and they said the groom was very poor and not to a good standard.

I knew then I was not going to get anywhere with Pets at Home. Be warned terrible customer service, terrible standard of grooming, a company that doesn't have your dogs welfare at heart and clearly doesn't care about their customers Avoid!!!!

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