AVOID - Mersey Retail Park, Speke
We did not write a review at the time because the staff made us feel stupid, but having seen someone else post a similar experience as us, we decided to make others aware to avoid anyone else having similar experiences. We took our 3 month old puppy for her first puppy groom to get her used to the process. We did not realise at the time that the grooming did not involve cutting her fur. Having read back up on the puppy groom, this is in fact not included. After dropping off our puppy, the young girl who works there took her in and seemed nice at first - this was not the case on our return. According to the young girl, our puppy is very badly behaved, uncontrollable, and that we need to start pulling on her chin so she gets used to it - which she then demonstrated forcefully causing her to cry. The young girl recommended that we must start pressing a spoon on her paws to get her used to "touching" for when she gets her nails and fur around the paws cut - Not too sure how any individual would even think of this, but she acted as though we were in the wrong for not already doing so? We were then told that our puppy was reacting very badly to the hair dryer, which, once we mentioned that she loves the hair dryer at home, the girl stuttered and backtracked on what she had said. She then pressured us to book another appointment - this seemed to be due to the fact that the deposit we initially paid covered the first groom in full and would have partially covered the second groom, otherwise she would have had to provide a partial refund. We asked for a refund instead, discussing that we would prefer to bring her when she is slightly older so that her fur could be cut also, which the girl then told us that they would refuse to see her again if we did not book her in for 6 more puppy grooms, referring back to how she is very badly behaved. We would just like to highlight that, on this occassion, our puppy was 3 months old, and would have behaved and reacted as expected, as this was her first groom. She is behaving very well at home including when she is being washed and dried with the hair dryer, but once again, as expected, this whole experience was new to her, and should have been treated accordingly rather than penalised for being a puppy. What we expected to be a fun experience, taking our puppy for her first groom, ended up being a very embarrassing experience due to the appalling customer service. As mentioned by Julia Owens on the 21 July 2025, this doesn't even deserve one star, and I would strongly recommend anyone considering booking here to find somewhere else, as we will be doing in future.