Victoria Wilson
I will not be returning to Rainbow Pet Salon. I was a great client of theirs, even though they are way overpriced. I have a 5 lb maltipoo, and it would cost over $100 every time before tip for a bare minimum groom. They supposedly don’t book other dogs while they groom, so I was willing to pay a little more for the convenience. They began to show their “true colors” however, and just proved to be as crappy as everything else seems to be post-pandemic. The morning of her 8 am appointment my dog, Izzy, developed diarrhea, so I called and texted at 7:15 to cancel her appointment rather than bring a sick dog into the salon (God knows they’d charge if she made amends mess because she was sick). The salon texted back, saying that I’d have to pay a fee before rescheduling. At this point, I decided I was not going back. I responded to this asking “Was I supposed to bring her anyway, or was I supposed to look into my crystal ball 24 hrs ago and let you know she was going to have diarrhea.” After sending that text, they immediately charged me $99.07. When I called to discuss it, the owner repeatedly talked over me, saying, “You signed the service agreement,” instead of allowing me to explain that I had not simply failed to show up. Yes, after repeatedly being interrupted and becoming extremely frustrated, I did use the F-word. She immediately called me vulgar (LOL) and hung up on me—but not before sarcastically telling me to “have a rainbow day.” The hypocrisy is especially frustrating because, on a previous occasion, their groomer canceled on me with less than 20 minutes’ notice because the groomer’s carpal tunnel was acting up that day. Clearly her “crystal ball” wasn’t working either, but I do find it odd that it started acting up at such short notice. Apparently, their time deserves absolute protection, while a customer’s time does not. I also previously paid an additional $20 “dematting fee” when my dog was ultimately shaved, which was another charge I questioned. Like a “good millennial”, however, I just decided to pay it and not say anything. Policies are one thing. How you treat customers when there is a legitimate illness or disagreement is another. I called. I texted. I did not simply fail to appear. Charging nearly $100 after telling me I would be charged before rescheduling, then refusing to have a productive conversation about it, ensured that they lost my business permanently. I highly recommend NOT going here. In fact, there are places that will groom your dog WAY cheaper, do a better job, and they are just better and nicer people over all. All Creature’s inn is one of them, Brannon area. Also, Petitude if you are in the 40503 area. I also hear tons of great things about the mobile pet groomers in Lex. Finally, I bought a “oneisall” pet grooming vacuum from Amazon and it has been amazing. It is very affordable and allows me to groom my dog at home between professional grooms and doesn’t make a mess. Anyway, have a rainbow day.
a month ago
