The Paw Pet Spa

We have brought our shih-​tzu/​maltese dog here about 10 times now and every time we pick him up he looks so great. It’s hard to find a grooming salon where you get consistency with the cut, at the paw we always get that which is why we keep going back. We have had 3 different girls groom our dog and each cut has been so cute. The receptionist at the front is always so warm and friendly we always feel comfortable when were there. Also for being a place where many dogs are coming and going it’s a very clean nice looking place. You can tell all the staff there are devoted dog people. It’s a really relaxed atmosphere and has good energy. Our dog was always really nervous at other groomers we have taken him to but with the Paw hes relaxed and happy so we can tell he’s treated very good. I wold recommend the Paw pet spa to anyone looking for a great grooming salon!

The owner called me this morning. He started out the conversation by defending his staff and the salon. Which I understand. I know as a business owner it takes a lot of hard work to run a business and there’s a lot of pride that goes with that. Having said that when you are in an industry that relies on the satisfaction of customers you obviously have to know how to deal with unhappy clients and how to fix certain situations and apologize when you make a mistake.
He started out by first saying that the staff’s version of what happened versus mine was completely different. Probably not a good idea to start the conversation basically alluding that I’m lying. But I remained calm and let him know I can understand why their versions might differ because in the moment I did not react with anger or show any signs of dissatisfaction. Mostly because I was shocked and confused and not sure how I was supposed to handle The situation and I just wanted to get my dog home. It was not until I left and thought about what happened and it actually sunk in and I was able to get a good look at him and realized his tail was bleeding and how bad he looked and of course searched and seached for fleas and didn’t find a single one — it was then that I thought about it and started to get upset. So because I didn’t get angry in the moment is probably why they had a different version of how things went. So I did let him know that that’s probably why our versions differed and I once again explained moment by moment exactly what happened.
I then confronted him with the fact that the website says they offer a flea treatment for $ 25 and why was this not offered to me? He said that needs to be taken down from the website because they no longer offer it and it is now policy that they have to send the dog home right away if there is a single flea. I then pointed out that that is his mistake and misleading to customers so I definitely deserve an apology for that. I also let him know that I am not an unreasonable person and I completely understand if that’s policy. However if that’s the case then when I picked him up in the horrible condition I did that should have been explained to me. And she should have said she was sorry to have to give him back to me in this condition but that it’s policy etc. etc. Instead I got no explanation and the experience that I described in my first review…
He again questioned if I was telling the truth and I once again explained Word for Word what was said to me and what happened. Then I said «listen if you were only calling to defend your staff and not to give me one apology or try to rectify the situation then this conversation is pointless.» He then said «well I apologize for your dissatisfaction but you did not pay for the groom so in a sense you got a free service»
That’s when I said I had heard enough. If you consider a hack job and a bleeding tail a free service then we are definitely not going to get anywhere. You can see from the photos that no groom or service was done. My dog looks horrible and had a bleeding tail. I let him know I would update my review with how the conversation went and then I hung up.
I really don’t understand people. I’m so reasonable and I listened to him and I actually think he has valid points and I do think that I should have made it clear I was upset in the moment because it probably confused the staff for me to seem okay in the moment and then got upset after I thought about the situation and look further into it. I let him know I absolutely was not lying about anything that happened. And all he had to do was say something like «I’m very sorry that they did not do a better job explaining it to you. I will definitely talk to her about that. And i’m sorry we have false information on our website. It has not been updated but we will definitely take that information down. As far as his tail being cut or whatever, I know he had some knots and she probably could’ve been a little gentler. I will definitely speak to her about that as well. And we would really love to keep you as a customer so we would like to offer you a discounted groom (or free groom or a free product. whatever)»
It’s really not rocket science. It’s really not that difficult to be reasonable. But to come back with «in a sense you got a free service…» Seriously? we definitely won’t be returning ever again.

The first time I took my dog here it was first thing in the morning and the shop was clean and the staff was friendly. The second time I went in for my maintenance cut and when I handed the leash to the groomer my dog tried to hide. This is very unusual behavior for him. When I came to pick him up around noon the shop was very very dirty. There were clumps of hair all over the floor and the door mats and the groomers were yelling at each other in the back (which you can’t see because it’s behind a closed door). The receptionist didn’t make eye contact and wouldn’t stop eating her lunch while I paid. When they brought my dog out they needed to fix his face a little so the groomer brought him back and I heard him growl at her and she very aggressively told him no. He wouldn’t let me touch one of his feet and it seems that they may have clipped him with the clippers or while clipping his nails. The poor customer experience and the very high price won’t be bringing me back ever again.

I brought my cat here to have a full lion cut and shampoo. I found the staff to be professional and very caring while handling my cat. The lady who does the grooming for the cats managed my extremely timid cat well. Her shave was perfect and she came out looking beautiful. Most important was the fact that she took the time to be patient with an animal that is extremely afraid.
The price was about average for this kind of service and the location was nice. I would take back any of my animals to be groomed by the Paw Pet Spa.

Excellent service! The studio is beautiful and clean and staff are friendly and are real animal lovers !!!