I’ve been taking my Cavapoo
I’ve been taking my Cavapoo, Kingston, to the Groom Room Chingford for five years and have never missed an appointment — until recently, when I had to cancel due to an unexpected work emergency. I called first thing on Monday morning (10:25 AM) to cancel an appointment booked for Tuesday, as I was required to cover a shift due to a colleague falling seriously ill over the weekend. I was told I’d forfeit my deposit for not giving 48 hours’ notice. However, as the business is closed on Sundays, it would have been impossible to give the full 48 hours’ notice under the circumstances. The staff member I spoke with was condescending and dismissive, insisting that I could have sent a WhatsApp message on Sunday — something I was never informed was standard procedure for cancellations. I explained that I wasn’t aware of this, but she showed no flexibility or understanding. Even when I tried to rebook for a later date, she insisted that unless I paid another deposit immediately, the appointment would be cancelled — completely disregarding my five years of loyalty and reliable attendance. I found the whole experience very disappointing and feel that the policy was applied unfairly, with poor communication and a lack of basic customer care. I hope the company reconsiders how it handles these situations, especially for long-standing, dependable clients.