⭐ One Star
⭐ One Star – Very Poor Experience at Pets at Home Groom Room, Consett I’ve used the Groom Room in Consett multiple times, but unfortunately, the service has gone steadily downhill. I won’t be returning, and I’d advise others to look elsewhere. They’ve frequently tried to reschedule or cancel appointments at the last minute, even after I’ve waited weeks. I’ve usually gone along with this, but on the most recent occasion, I said no – I had planned around the original time and couldn’t do the new one due to work. Their response was to tell me that someone was having to change their day off to accommodate me, which felt unfair and a bit of a guilt trip. While I appreciate scheduling can be tricky, I don’t believe it should fall on the customer to fix it. Another time, they cut inches off my spaniel’s ears without asking. I hadn’t requested this, and it looked terrible. I’m not sure if the groomer was new or simply misunderstood the brief, but either way, it was disappointing and not what I had booked. On my recent visit, things got worse. I asked for the same service I’d had previously (shaving between the paws which had always been included in the “3 for £7” offer), but was told that that wouldn’t have been the case (it was) and I had to pay £15 for an “essential package.” I didn’t need some of what was included (like nail clipping), But was told it was the only way to get between their toes shaved. I also had to pay extra to remove a few small matts (£5) which I’ve never been charged for before - but I accepted. This was only to discover one of the matts was still there when I got home. When I raised concerns pets at home customer service, they were slow to respond and unhelpful. By the time they replied, I had already removed the matt myself, and they wanted photo evidence despite the delay. I also asked where the package definitions were listed, since nothing seemed clear at booking or in store, but wasn’t given an answer. To add to all this, one of my dogs developed a nail infection shortly after the visit. I can’t say for certain it was caused by the nail trim (which I didn’t ask for), but it’s worth mentioning. And finally – after all of this – they asked me to leave a five-star review. In short, this branch has become disorganised, unwelcoming, inconsistent, and lacks transparency. Not recommended.