Book your dog’s next grooming appointment online at The Groom Room at Pets at Home. Available services include full dog grooming, puppy grooming and bath, brush and blow dries.
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Is The Groom Room legit?
The Groom Room (www.thegroomroom.co.uk) has a 2.2 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Animals & Pets and its reputation is poor. 61% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; Reviews mostly discuss Price, Product. Last updated 2026-08-12.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Customers frequently mention that the staff members are exceptionally friendly, patient, and professional when handling anxious pets. Consumers find the appointment booking process very straightforward, and many are thoroughly impressed by how smart and clean their dogs look after a grooming session.
Some reviewers were not happy with significant price increases, unexpected extra charges, and feeling like they did not receive good value for their money. A few other people also felt that staff members could be impolite, lacking proper communication, or occasionally handling pets in a less gentle manner during appointments.
Auto-generated from all reviews of this business. For reference only.
Unprofessional staff and unprofessional booking system
Not even got my dog in for the groom, and already had a bad experience. Book an appointment over a month in advance for my dog to be groomed after her spaying so we knew she'd be done. Not even 24 hours before the appointment I get a phone call to let me know it's being cancelled and they won't be able to fit us in for nearly a week later. Very unprofessional and then when I repeat back to the staff what she said to me in simple turns it's tough your appointment is being cancelled, no one else would move so we've got no choice to then have the staff member give me attitude over the phone. I'll be finding another groomer and won't be coming back.
My dog has been going to their for a few years. A full groom with hand strip was £67, I believe it then increased to £77. Dog went today to have the same thing done and it was £105!!! £105 for a dog’s hair cut! He isn’t even fully handstripped- just across his back and the rest is shaved. Never using them again.
Took our working cocker spaniel to Northallerton. When we collected him they said their clippers had taken his coat a bit further down than they expected but had made a note of it for the next time. Sadly there will not be a next time as he has at least half a dozen bald patches on his back. He had his annual vaccinations booked a few days after and our vet asked if he had a skin condition due to the bald patches and I said no that as a result of a £65 dog groom. The vet said well it’s not the best groom I have even seen
I booked an appointment online for a signature bath and brush with all the extras and paid my deposit. My pet was given a basic bath and brush and we were charged £45, when I called, the member of staff was rude and unhelpful she said that I didn’t tell her what my pet was booked In For (this was booked online not sure why the system didn’t show what was booked )when I dropped him off, she also denied that I was charged £45, I explained we didn’t get what we paid for to be told bring the pet back in ? £15 was refunded and I will never use the groom room dumbarton again
I took my dog to Trafford Park pets at home groomers. Apart from my dog being butchered, he was very distressed later that day only to fine BOTH my dogs ears has had the skin taken off them. They told would cover any vet bill but I was still charged £65. I’ve not had any apology and I think the groomer should never be allowed to go near a dog again
AVOID THIS PLACE. They do not do your pets’s grooming, lie to you and make up excuses that your dog is aggressive even though he is placid.
They then argue with you; and if you stand your ground they then see it as a threat (from a 70 year old pensioner) and ban you from their services full stop.
Is that a sign of guilt and throwing toys out - because they didn’t get their way, I think so.
Booked in advance for 5pm as we have work and as i get there they say "called" me, they didn't and they left a message they did prior that i didn't know about that they changed my time for 3pm. First of all 3pm was a choice on the booking if i wanted 3pm i would've chosen 3pm. I chose 5pm for a reason. Now i can't even rebook with the deposit. Absolute rubbish.
Winwick Warrington location has really gone downhill since early 2025. Used to have a good experience taking our dog here the staff were lovely and looked after our dog well - then all the groomers seem to have left in February so they rebooked multiple times then cancelled leading us to have to take our dog elsewhere - at the time we struggled to find a good groomer with availability within nearby distance so tried to book in again. Had to book 2 months in advance and pay a £15 deposit only for them to cancel 2 days before due to sickness of staff with no contingency in place for customers to rebook within a reasonable timescale, only offering a new appointment 6 weeks later. Meanwhile the dog is desperate for a professional groom. They were unwilling to help come to a compromise, just got told "no no availability" I tried to call to the store no answer so left a message and did not get a callback. They have said they've refunded the deposit but now had to run around like a headless chicken to find a new groomer who can fit something in before Christmas
A good example of how not to build good customer relationships. Tell customer you are prepared to cut as requested, take deposit, then refuse to cut as requested.....and refuse to refund deposit. Quote terms and conditions when obviously these are not discussed at booking.....just basically company policy designed to rip you off. Will not be back in store.
Took our dog (a cockapoo) to Groom Room Wokingham as usual to find out our usual groomer who we always ask for to ensure our dog has her as he’s happy to be with her had left and we were not informed.
As we were there we agreed for a new groomer to groom him.
We were told he was very matted and needed to go very short and this had an extra cost to it.
Hr and half later when we collected him we were told they had accidentally cut his tongue which hadn’t stopped bleeding. They apologised.
When we got home he was scared, shaking and terrified to leave the house again.
We had blood everywhere as it took a few hrs to stop bleeding. We were close to going to the vets but luckily it settled.
The next day he couldn’t stop licking where his testicles used to be, we found they had cut very short to them and possible cut that area too. A couple of days later he had a couple of sores come up. He was in discomfort and licking the area for 2 weeks.
He’s been different in his behaviour and very clingy since that groom.
I wish I had declined the groom and took him else where for a second opinion.
We will never be going back there.
I can’t find their complaints procedure to make a formal complaint.
I doubt even if we did, anything would be done.
I’m dreading the next time he needs a groom as I know he will be terrified and fight going in.
I’m so sad for him and so angry at them for causing so much pain.
Absolutely awful service at the Colchester store. I was querying a change in services offered and Nicola (who wasn’t serving me) butted in as I had complained about a ten minute wait to get in. She stated “We are busy!” If you want to come back at a less busy time you can!” Her manner was very offhand/balshy I queried why in the past I have been charged extra for nail clip when it states on website that bath and brush includes this within price. She snarled back that as my dog has a double coat it’s not included and that it’s offered for a dog like a dachshund? Sorry what?! Her attitude was very aggressive so I told her she needed to lose her attitude. She pulled a face at me so I rightly told her not to do that! I asked her name and said I would be complaining to the manager about her. She gave her name and said Good! I will be speaking to him too! I spoke to the manager who was like a wet weekend. After telling him about her offhand attitude his only comment was “well I will need to speak to her as only have your side of the story?!” No apology from him or the awful woman in the groom room. Clearly all staff need some training in how to speak to customers and how make customers feel valued, and how to deal with complaints in a professional manner without the “I can’t be arsed” attitude. It goes without saying I won’t be using the groom room at Colchester again or the shop as not putting anymore of my money in their tills with such a poor standard of customer service. I came back (to collect my dog from his groom) and wanted feedback from the manager who saw me but just ignored me with zero reassurance the matter had been dealt with and still no apology. Your loss as will in future go to a competitor with some standard of customer service that isn’t in the gutter!
TERRIBLE. TERRIBLE TERRIBLE Our dog , an 8 month Coton du Tulear, came out looking like he had been sheared . We had taken a photo of a puppy cut to show the groomer what we wanted. She said it would be a tiny bit shorter than what we wanted. However when we picked him up he was so short you could see his skin in lots of places . He was limping and obviously something had happened to his back leg. When I phoned up to complain I spoke to Jennifer who told me that ‘everyone saw him walk out the shop perfectly , with no limp’
However because he was shivering and shaking so much after his horrendous ordeal , my husband carried him through the shop and out to the car. So I don’t know how the audience of people managed to watch him and see that he wasn’t limping .
Jennifer also goes on a lot about the signed contract , they are obviously covering themselves for the complaints. Also she told me that apparently by law they cannot brush a dog for more than 15 minutes due to animal welfare. So if our groomer had brushed for 15 minutes and there was still some knots she would have to stop and cut it all off. 😫
I just really wished we had read reviews before booking in , as there are so many horrific ones.
It was like getting a different dog back, apart from the shivering and limping AND occasional loud squeak if you pick him up ( again never happened before the groom) . He is still very subdued and not doing his usual play fighting with his two brothers. It’s day 3 since the groom so we are hoping ( after seeing similar things from other customer reviews) that it might take a week before they get back to being more like their usual self)
The bad groomer was called Jade.
Hopefully I can add before and after photos to shock people as to how bad it was .
Extremely Disappointed - Refused Service After Giving Honest Feedback
I have been a loyal customer of Pets at Home Grooming Room, Sydenham, for over 4 years, bringing my Cavapoo, Gold, for professional grooms. I roughly £60 per visit and have always treated staff respectfully.
Unfortunately, the quality of grooming has dropped with the new team. On several occasions, Gold was returned not fully dried, and on one groom he still smelled, which I reported to customer service, but no action was taken. On a more recent visit, his coat was uneven, and I even provided photos to illustrate the issue.
Instead of being given an apology for the poor quality service and lack of customer care, I am instead told not to come back. Shockingly, I was informed that staff now feel anxious because I reported these concerns, and as a result, they refuse to groom my dog. Management has allowed this to happen, demonstrating a complete disregard for customer care and constructive feedback.
I know many customers who have stopped using Pets at Home Grooming Rooms due to poor service, yet I remained loyal for four years- only to now be told not to return, with the only reason being that I shared honest feedback about my dog’s grooming.
This experience reflects a serious lack of accountability and poor management. Pet grooming is competitive nowadays, and there are so many groomers locally, I will happily take my dog elsewhere, where I will receive excellent customer service and high-quality grooms. I have requested a refund of my deposit but have not yet been refunded. Other customers should be aware that, at this location, raising legitimate concerns can lead to denial of service rather than improvements, although you are a paying and loyal customer.
I am appalled by their customer service and the response from Sade D.
A recent visit to Pets at Home, Barry. I’m sharing this purely to raise awareness. I am not here to talk bad about a business but truly am upset with the distress that was caused for my dog.
My dog is a very energetic, curly-haired pup. Her groom had been delayed as she’d recently been unwell, so she had developed some matting. Before the appointment, I spoke to the groomer, who advised she would need to be clipped short, which I agreed to.
After about 90 minutes, I collected my dog. She was wearing a “happy hoodie”, and the groomer told me that she had matted ears which had caused haematomas and bleeding when shaved. Both ears were bleeding but had been “managed”. I signed her out and took her home, as she seemed upset.
Once home, she was extremely distressed — shaking, hiding in her crate and reluctant to come out. On closer inspection, I found visible cuts in several areas, and her coat had been clipped so short that her skin was showing. Her nails had also not been trimmed.
For nearly a week after the groom, she remained withdrawn and frightened, only coming out for food, toileting and short walks. Thankfully, she began to return to her normal self after about a week, but her ears are still healing three weeks later.
I raised my concerns with Pets at Home head office. My complaint was referred to the grooming salon, who stated that no wrongdoing had occurred and that haematomas “can happen.” I was told there was no need for vet care as she had been given a happy hoodie. When I asked why I wasn’t contacted when she was bleeding, I was told the haematoma took time to appear — which I still don’t fully understand. The additional abrasions I’d found were also denied. Lastly, I was told due to signing out my dog, this also signed to say I was satisfied with the groom. I was not given time to fully inspect her, and my dog was distressed, I wanted to get her home.
Ultimately, I received only a very brief apology, and after numerous emails expressing my concerns with photographs also of the state of her, I was told my complaint was now at its “final position” with the company. I was advised I could contact Citizens Advice if I wished to take it further. Poor care and poorly dealt with.
Went to the groomers at pets at home Grimsby and had such a good experience our pug is a nightmare getting her nails cut have tried various groomers and a vet , but hattie did a great job and we are so pleased with the result xx Thankyou hattie
First time with my dog and the receptionist was so lovely and put me at ease. I was very happy with the grooming, and the receptionist and two young girls were lovely and very friendly environment x thank you.
My dog really enjoyed her bath and groom yesterday at Bretton. She hates having her paws touched and they looked after her really well. She is a sleek and shiny black dog now. Staff were kind and knowledgeable. Excellent experience.
I took my Westie into the Burgess Hill store today. The groomer states that she would have to be shaved as her backside was matted. I demonstrated that there was no trace of a matt, but she would not accept the reality and started waffling on about corporate policy and pointing at 2 or 3 tiny knots on her feet. My view is that the corporation just want to do as quick a job as possible, but that isn't happening with my dog. I took her home, ran a comb snag free through her lovely matt free coat and booked her in elsewhere. Avoid.
Very professional groom for my dog at Bexhill-on-Sea Groom Room.My dog has been going here for years and I'm very happy with the service and care my dog receives. Great staff who consider my elderly dogs need to rest and have a cuddle.Definitely recommend.
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