Rising prices, hidden fees, disappointing service
The staff member who checked me in was friendly, but the overall experience was poor. Prices have increased significantly, with almost everything now treated as a paid add-on. What used to be a £65 groom is now £79 just to request a specific coat length. It feels like there’s a constant push to charge extra. I was told my dog would be ready around 1pm and that I’d be contacted when she was ready. Instead, I received a call at 13:05 asking if I was on my way, not informing me she was ready. When my wife arrived shortly after, we were charged a £10 late fee. This was never mentioned at drop-off, and we were only contacted after the estimated collection time. My wife was then told I had been informed about the late fees on the call. That’s simply not true. I explained my wife would be collecting after finishing a swim lesson with our daughter and was told “okay, see you soon”. No mention of late fees at any point. We had stopped using The Groom Room previously due to declining quality and rising prices, but gave it another try. This confirmed nothing has improved. It feels far more focused on maximising charges than providing a good customer experience. The only reason this isn’t a 1-star review is that the groom itself was acceptable and check-in was smooth. Beyond that, disappointing.