Kat
Puyallup,#2UPDATE Employee
Sat, February 10, 2007
I don't know your specific case~but I've seen situations like this quite a few times. First of all, your dog should've have been touched all over to feel for matts at the time of check~in. This will determine what kind of haircut could be done. I'm guessing that if your dog was shaved before, it wasn't for no apparent reason~it was because it's come in matted before. Many owners do not know how to properly brush a dog (not even using the right kind of brush~though if you take two seconds to ask a Petsmart employee, we'd be happy to help) and don't come in every 4-6 weeks (which needs to be done for a cocker) and expect the groomer to magically turn their unbrushed, matted dog into a beautiful show~cut. The mistake the groomer made, was not feeling the dog and having you sign a Matted Pet Release form, explaining why your dog had to be shaved. Second of all, we are not permitted to dematt a heavily matted dog. When I was a newer groomer, with no experience, I used to attempt to demat dogs because I thought I was doing the owner a favor but really, when you put a dog through that much brushing~it hurts, it makes their skin sore, the pulling and tugging of hair is pure torcher and as much as you think we LOVE to shave dogs just because it's easy~in the case of a dog that isn't properly cared for~it's for the sake of the dog. Why should we care to take the time to brush out your dog for you when you don't find the time to do it yourself? You state that we're out for the quick buck so we just shave them down, but we would make more money brushing out your dog~it is a $5.00 charge for every 15 minutes extra to do so~you do the math. I don't know how much of your story I can believe about the cops calling your house and whatnot. We've had people NOT pay~we make a note on their chart in the computer, and the next time they come in, we mention politely they forgot to pay for their services, and that is it. Petsmart is SO easy when it comes to giving customers what they want that people like you get away with free grooms ALL the time. It's disheartening to a groomer to have to deal with customers who overreact, are mean and beligerent, and don't know how to communicate. Things get mixed up sometimes, schedules get mixed up, unfortunate things happen. Petsmart is not going to call the police over $41.00...they wouldn't call the police if you grabbed a $41.00 item off the shelf and ran out the front doors. I think you were just upset and irrational and didn't handle the situation fairly. A groomers job is filthy, hard, physically demanding, and emotionally draining. Maybe Lisa and whomever you dealt with weren't the best they could be, but maybe you weren't either, and should not d**n Petsmart as a company because of it.
Ken
Asheville,#3Consumer Comment
Mon, July 24, 2006
If your dog is going to be appearing in a dog show, why do you not use a specific groomer? My pets have always had a specific groomer that I have been satisfied with. I work around their schedule, not the other way around, so that I am comfortable with the care my animal is getting, and I don't have to use an alternate groomer. While I don't blame you for your dissatisfaction, I question your judgement. Find a groomer that your are happy with AND STICK WITH HIM OR HER. Good luck to you and your pet.
Ann
Springfield,#4UPDATE EX-employee responds
Mon, July 24, 2006
I used to groom for a PetsMart in the Dallas area a few years ago. When I was there (not the Lake Worth store) anyone that had a complaint and took it to the manager usually did not have to pay for the service. I remember a client bringing in a dog that was severely matted---the other groomers looked at it and shrugged and told her it would have to be shaved. Being that I was very patient and willing to please the customer, I told her that I would try to demat her dog (being that the others did not want to.) I succeeded in dematting all of the dog. Of course you are supposed to shave around the hygiene area--under the tail, etc. and I did not have the heart to use the dematting comb (looks like a metal slicer w/ hooks on the end) under the armpits so I clipped the matts out under the armpits. When the woman came to pick up the dog she seemed very happy. I explained to her that I did not demat her under the arms but clipped them out. She got quiet and left. A few minutes later, a manager came to the grooming department and asked about it and said the woman had not wanted the dog "shaved" and it was "shaved" under the armpits. I explained that I was trying not to be cruel and didn't want to pull and tear at the mats under the armpits but had clipped them out. Needless to say, the customer is always right--it was in that case--and the woman didn't have to pay. I don't remember if they paid me any commission on that or not since there was no money made. I was extremely upset as I felt betrayed because I went out of my way and spent so much time with the dog. Had I been lazy and just said it would have to be shaved, I wouldn't have been "second-guessed" about how it was dematted. Oh, well. In your case, I'd definitely go to the top and tell them your story with dealing with the other PetsMart and then telling them the dog was not to be shaved and it was against your wishes. Especially since the one particular manager told you that you didn't have to pay after you even offered to pay half--you do have his name, right? I'd be sure to tell the main office that. They can't go back on their word and now make you pay after they told you that you didn't have to. Maybe you could speak to the police department on the telephone and explain the situation. I wouldn't want to walk in just in case they want to put handcuffs on you! Go to the highest hill or mountain and tell everyone. If you own a showdog or potential showdog, please find a show groomer to use or find someone that has been grooming for years and owns their own shop and has lots of references. PetsMart "trains" their own groomers (unless they hire someone that has been trained elsewhere)---they start out as bathers and then are promoted to groom---they "practice" on customers pets. When I was there, I heard that the grooming managers were paid a few thousand dollars bonus for each "groomer" they "trained". The manager of the groom shop at the time was promoting people left and right who didn't deserve to be grooming. They weren't even bathing dogs properly. It was just more money in her pocket. She was just turning them loose to experiment and the groomers with experience had to be babysitters and try to correct their mistakes. That basically sums up my experience with PetsMart. We had to work on EASTER and Mother's Day and all holidays except for Thanksgiving and Christmas. I am amazed that they are causing such a fuss over all of this---even making your friend feel so small for inconveniencing them and bringing in your pet when he was supposed to. You'd think they'd want to blow off the $41 and just make a life-long customer. I sure don't miss working there. They do have too many managers and not enough communication. Go straight to the top and don't stop. Customers shouldn't be treated as you have been.