Gwen's Pet Grooming

Originally I gave Gwen's a five star review in 2016. We loved them. HOWEVER, the last time we took our standard poodles in 09/2017, after they were groomed we discovered large amounts of clotted blood on both sides of the bottom of each ear on our dog, Bailey. There was no mention of any cuts when we picked the dogs up. Grooming standard poodles is expensive and we also tipped the groomers extremely well. After noticing the four large hardened scabs that had straight lines in them, I called Gwen very concerned and she talked to her groomer and Gwen assured me my dog had scratched herself and this caused the issue. She told me the groomer said the dog was absolutely not cut by scissors or clippers. It was not an easy phone conversation. Our dog was not herself after her grooming. She was skittish and quiet, experiencing a lot of anxiety. We kept looking at the ears trying to figure out if the scabbing was caused by scratching, which made no sense because the ears would have continued to bleed if it had been done after the grooming. These scabs were huge and completely hard and dry. I did not want to accuse the groomer of lying unless I was certain and frankly, I trusted Gwen. We had really liked our past experiences with her. As the weeks passed and as the scabs began to break apart it was clear Bailey's ears had been cut clean through. You can see the cut marks are the same front to back. There was also white styptic powder mixed with the dried scabs that was now very clear to the naked eye, which indicated these cuts occurred while grooming. Bailey had NOT done this to herself! Very discouraged, I called Gwen's and left a calm message today asking to bring the dog in so that Gwen could get to the bottom of it, not wanting anything from her but the truth and an apology. I truly thought she'd want to know that our dog had been hurt by her groomer and we wanted to keep using Gwen's, because like everyone else, up until this, we loved our experience with them. But I needed answers! Gwen called me back and she told me it was too late now and even though I called her right after the issue occurred and informed her the ears looked like they'd been cut, she basically told me I was now lying, because in the time that lapsed, she felt anything could have happened. The conversation got heated and it ended on a sour note as though I was the one who had done something wrong! Heartbreaking. I had really thought she'd want to see our dog and apologize. They cut my dogs ears straight through, for heaven's sake! My dog was subsequently never given any pain medication at the time and the slits from the cuts are now there permanently because of the groomers dishonesty. Accidents happen while grooming, I am actually calm about that. I liked both our groomers. However, if an accident does happen, I, as a dog owner need, to be informed at the time of the incident. In my opinion, it is absolutely clear to us now that a number of bad cuts were made in the bottoms of both ears during grooming and it was covered up and we were LIED to, then repeatedly dismissed when the concern was voiced and for that I give only 1 star, but I'd give them 0 stars if I could. No dog owner wants their dog to suffer.

They did a great job.

They're really good on being prompt and I like our groomer.  They are caring.  It seems like it's a growing business.  The place was always clean and there was a window you can look thru to watch your dog being groomed.

After reading reviews on Angie's list, went to Gwen's website.  I looked up pricing.  I have a 60 lb dog, which I would call a medium sized, however assumed they would call her large to charge more (which they did).  I made a 9 am appt for a basic pkg and nail grinding.  So 35 + 11 = $46.  When I called, I let them know we'd never done this before, they were nice, but didn't give me any information.  I dropped her off and they said she'd be ready in about 4 hours.  WHAT???  For a bath on a short haired dog?  Well, I couldn't wait 4 hours as I had to be to work in the afternoon. Ah, no problem, for an additional $15 they can have her done in an hour.  Now I'm up to $61.  Mind you I saw 4 people working and one other dog came in.    It takes me only 30 minutes to bathe and dry her with my little blow dryer.  Stuck, I agreed.  They called me in 45 minutes to let me know I could get her.  Also let me know she wouldn't let them do the nail grinding so no $11 charge for that.  Yay, back to $50, closer to what I originally planned to spend.  I come in to pick her up... still only one other dog as far as I could tell, so I'm still confused on why I had to pay the express fee of $15 when I had an appt and they weren't busy.  So, they ring me up.  Surprise.. A basic pkg is actually $45, not $35 like their website says.  I pull up their website on my phone and show them,  The response was... Oh, those are REALLY old prices... I guess we are all just too busy to update them.    I felt like I was completely ripped off!

I took our dog in for grooming for the first time, so didn't know what to expect.  I wanted her nails trimmed, but decided a bath would be nice as well.  I found Gwen's on Angie's list, and then went to their website to view services and prices.  
We have a medium to large (60 lb) dog, SHORT HAIR, I selected the basic package ($30 - $35, depending if they classified her med or lg)
In addition I requested nail grinding (an additional $11).
I had to work at noon, so set up a 9:00 appointment,
When I called, they asked if we'd ever been there (no), and some basic info (name, dog's name, what I wanted done).  I didn't ask any questions as it seemed pretty straight forward to me.
I arrived a few minutes before 9.  Took the dog in... they told me she'd be ready in about 4 hours.  One other dog came in at 9 and at least 4 people were working, no other dogs there as far as I could tell.  I indicated I didn't realize it would take 4 hours and that I couldn't do that.  But, they had a solution... for another $15 or so they could do an express service and she'd be done in about an hour.  I ok'd it as I had to be out of there in 2 1/5 hours.
She was done in 45 minutes.  She didn't like the nail grinding, so they didn't do it, but I didn't have to pay for it. So, my basic $30 - $35 pkg cost me $64 and change.  The bath was now $45.  I pulled up their website and showed them the prices $30 - $35 and asked why it was $45 since I just did the basic pkg.  The response I received was that the website has really old prices and they are all just too busy to update it.
The girls working were really nice at least, and the dog smells great!  Just very poor advertising of what you will actually pay.

.

unknown

unknown

unknown

unknown

I wish I could remember her name, but the gal who groomed both of my dogs did an EXCELLENT job. I've been in CR for 7 years and have taken my dogs to different groomers, trying to find THE one that didn't forget to do a requested service and did a good job overall, and was just never impressed. FINALLY, I was impressed! The cut was perfect on both my guys (at other groomers, many times the hair around one eye would be longer than the other eye, etc.). I feel as though I have finally found my groomer!

The groomers were great! I really felt like they gave each of my dogs individualized attention. They were very courteous and explained everything they did. I was able to get in quickly and out quickly. Very classy establishment for a very reasonable price! Thanks, Gwen!

See above