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.