Canine Styles Uptown

I have an adult Wire-​Fox Terrier, who has been hand-​stripped since he was 4 months old. When we first moved to New York several months ago we found a groomer who lied to us about his grooming skills and ended up taking clippers to our dog’s thick coat.
This is obviously not the fault of Canine Styles. My wife and I made a rookie mistake trusting this random groomer.
So, after growing his coat out for several months, we finally brought our dog to Canine Styles to see what they could do to fix the situation. Instead of being helpful or compassionate, the groomer was incredibly rude, super confrontational and completely unprofessional. Right away, she told us that our dog had *never* been hand-​stripped. We debated for a few minutes about whether or not he has ever been hand-​stripped, and I even pulled up a picture to prove that I she was wrong, but she struck that down, saying that you can’t tell anything from a picture.
WAIT. Why was this a debate? Why was she so adamant that he hadn’t been hand-​stripped. First of all, I hand-​stripped him for the first few years of his life, so I think I should know better than her, right?. And I’m not an idiot. I know he used to be hand-​stripped. That’s how we knew he was clipped the most recent time. But really, how is it good business-​sense to just start debating with your customers right when they walk into your store?
Finally, she agreed to try to groom our dog, and so she took him into the back to begin hand-​stripping. Meanwhile, my wife and I set out to find somewhere to have brunch. But, of course, after 10 minutes she called us to say that she was not able to groom him, and attempting to do so had already given her a blister. She said she would clip him unless we wanted to take him home now.
Obviously we went to pick him up, and when we arrived, she seriously showed us her little blister! Were supposed to feel sorry for her?
Anyway, now that I read all the comments about this place, it looks like my experience was not unusual. We actually went to Canine Styles because a Wire-​Fox Terrier owner we met had highly recommended someone who used to work there, but apparently was laid off. Now I am very interested to find out why.

I wish I could leave no stars, but Unilocal won’t let me! Let me say right upfront that I am not a serial complainer by nature! But here goes my annual terrible review of this location! I’ve rarely experienced this rude customer service. (Well, there was that cab driver in the 1980s who didn’t want to take me to Brooklyn.) I called this morning to ask what shipping method the company would use if I were to order something on their Web site. The woman on the other end didn’t even listen to the whole question but started speaking over me, then shouting in a hostile way, the number of the «Web site manager.» I finally was able to interject that I was simply interested in knowing whether an item could ship in one day, two days? She just barked out «UPS.» I let her know that this was the second time I’d had a negative encounter with the store, and she hung up. I’m overseas now, worried about my dog being warmly dressed enough in the icy weather back home. This interaction does not exactly leave me with a warm and fuzzy feeling. By the way, I should add that someone at the company was nice enough to acknowledge a previous complaint I had last year about the staff at this store failing to help me with sizing; the company offered to let me bring back a too-​large coat I had bought (which I didn’t end up doing). I don’t know what can be done about this situation, though.

It is so unfortunate that such a lovely pet shop which I have been happily making purchases (despite it’s high premiums, and b/​c it’s my local petshop, and I go out of my way to support small local businesses as a small business person myself), and going to regularly for over the last few years has disappointed me to such a high degree.
I rarely feel the urge to write comments on public boards but the experience I endured was quite unacceptable and unprofessional. I decided to buy a dog bed which was over $ 300, not to mention the few thousands I’ve spent there and in their other locations throughout the last few years. The day I went home my small dog (he’s a docile labradoodle — not a pitball) bit a small hole in the fabric. I would have imagined a high quality bed would last more than the first hour (I’ve had two other smaller dog beds purchased elsewhere when the dog was a puppy w/​no fabric/​hole problems), so I decided to call the shop immediately and was told I would receive a call back. I never got a call back, so I called again. Not knowing I mistakenly called another location of Canine Styles and the delightful person said oh no problem, take it to the tailor and we’ll pay for the expense. Great, I thought. I happen to be walking by the upper east side location several days later and wanted them to be aware of the conversation I had with the other location. The gentleman at the casher said «oh no, there’s nothing we can do.» I said well I was told it would be no problem to repair by the other location. He said, «I am the owner!» He rolled his eyes, was extremely unsympathetic, not even somewhat apologetic, just a real disgruntled, arrogant sort of fellow, saying why would you expect to have a repair. I said well I spent quite a bit on this bed, I come here all the time, and it’s surprising my dog bit a hole through it within the first few hours of me having it, and it’s such a small cost to patch a hole, (even just as a courtesy), really?” He responded in the most rude, angry manner, in fact embarrassing himself and me w/​a line of people behind me at the store, saying if «you bought a coat and it was damaged would you expect a return.“I said «yes in fact I would, I would certainly ask, and usually in that time frame, quality items should last» and good stores, whom value their customers, respect and standby their product, or would at least try to do something. Not be confrontational at least. This was not a chew toy, leash or a little item which is understandable dogs go through these things. I made no demands, nor was I anything but polite, nor was I asking for something unreasonable, such as a return or a replacement. The way he handled the situation was something I was so taken back by.
I also know from previous conversations with this owner just in passing he is threatened by online dog retailers (such as barkbox and chewy — derided these businesses) and was interested in seeking my advice as an advisor and investor. I wonder if he’s threatened because of all the bad reviews here and he’s just truly disgruntled. It’s unfortunate this business may continue to do well because of it’s prime location, and people in the neighborhood don’t have as many alternatives, and the pet business is growing more than ever in NYC. I hope anyone reading this gives it a second thought before going. Or I hope this message will contribute to this particular store location improving the business and customer service etiquette.
I will not be returning to this store for grooming, products, or other services again, and will no longer recommend it to any of my pet owner friends both uptown or downtown locations, which I’ve been doing regularly in the past. You can receive much better service, product, and customer care from
and other smaller pet shops in NYC. All the product Canine Styles has is available online and at other shops for much less. You can see all the brands they hold on their website, and buy direct from their suppliers for less and at least get better customer care directly from the source.
I am very surprised, quite frankly appalled by this gentleman’s demeanor, lack of business acumen, and outright disdainful, even contemptuous behavior which I’ve never ever experienced in such a way.

Dear Snootypants Shopboy:

So there is no mistake as to who I am. My 11 year old daughter and I were in the shop at 12:45 pm Saturday November 8^th inquiring about dog coats with hooks.
You’re response ‘ah, no, try AKC or Petco’. You’re tone, as you barely looked up from folding cashmere turtleneck sweaters for dogs, was rude and condescending.

You’re business is built on selling your wares and customer service. Next time a potential customer doesn’t meet your aesthetic for who your customer is think twice before being rude. You need remedial customer service class. Be respectful to all people. You just never know who is who in this world.

I rad the previous reviews and, although it is a bit expensive, but the quality is MUCH better that what one would find in a chain store. We were treated VERY well the three times I have been in there, all in the last month. Grant is a super helpful sales associate who took time to help us get what we needed. He was friendly, not rushed and made excellent suggestions.

The best grooming place in the City. We loved their UES location so much that even though they opened one location in our neighborhood we keep crossing the park. We have two Shih-​Tzus that love going there and always look perfect after their hair cuts. Also, they have great coats, toys and bowls for your dogs.
The staff is very friendly. We highly recommend it!

So many negative things has been written about this store but every time I shop here, I get the best help and service. My shih tzu loves coming here to have a haircut and has a standing appointment every week for a wash. The people in the front are very nice. Thank you for your great service!

Absolutely the worst experience with customer service in this store every time I’m in there. In fact, I’m not even sure why I continue to go back. But it certainly will be the last time after the horrible customer service we received today. It’s as if it’s a pain staking chore to say hello to their customers or answer seemingly simple questions «where are your 24 inch beds?». It was as if we asked them to jump over backwards for us. They were both on the phones the majority of the time at the same time with not so nice attitudes on their phones either. The only friendly one there was the dog groomer. Thank goodness, cuz I certainly wouldn’t want one of the front women dealing with my dog. Definitely need to work on their attitude issues, there are PLENTY of dog shops in the city with the same exact inventory. If you want loyal customers, tend to them. Get off your phones and your high horses. You work at a dog store.