Horrible Grooming Injuries & Poor Customer Care
Our loving Golden-Doodle did doggie day care, boarding and grooming with the Charlotte-Matthews location. He was always excited to get there and in great behavior when it was time to go. Samson moved to Wilmington and we automatically looked for a Pet Paradise there. We scheduled Samson for grooming on Friday, December 18, 2020 (3 pm) with the Wilmington location. The morning after grooming, we noticed Samson's upper lip was very swollen and irritated all the way across (uniform to the hair cut). (His injuries include cuts or burns to lip, elbow, belly and paw.) My daughter called and the staff said Samson received 5 stars for his grooming behavior and advised her that it could be bee stings (at this time of year) and to put a cream on it. This was unacceptable and I called to speak with him. The staff member (not a vet) stated that he gave that recommendation arbitrarily. Nor did he offer any compassion or support. I asked then to speak with a manager. He said that the General Manager would be in around 11 am. When I received a call back it was well past 11 am (around 2:30-3 pm) and it was not the GM. Again, that staff member was not compassionate. Rather she was dismissive and said see what a vet says. Again, no offer of support, refund, compassion, etc. Your commitment states that you proudly guarantee providing a safe, clean and fun environment. That anything less is not Pet Paradise. That your staff is attentive and passionate about pets and will go the extra mile to ensure that my pet has a safe and enjoyable time. You also acknowledge that trust is something earned. Well, I strongly state that this is not the character or commitment of the Wilmington, NC location. I am sure that Dr. Jaime Pickett, your Chief Veterinary Office would be glad to see how pets and their family’s are treated at the Wilmington location.