Velvet Touch Pet Spa

Where do I begin... we brought our golden doodle in to be “groomed”. When my wife dropped her off she told the girl working there, “we don’t want to shave her like we did last time. We just want her tail shaved, a bath, and trimmed around her face and paws”. After dropping our dog off, my wife called and told me that when the girl asked how we wanted her cut, my wife told her and the girl responded by saying, “yeah, yeah, yeah” (while half paying attention). When my wife picked her up, she had been SHAVED, the exact opposite of what we asked for and payed for. We brush our golden doodle almost every night to prevent matting (and shaving), but the girl said she had mattes on her face too to which I responded “**** ****”. The groomer decided it’d be a good idea to shave her whole body with the “number 7 cut” (the same one used last time that we said we didn’t want this time). They never called us before shaving her and it was quite the surprise when my wife showed up to pick our dog up. I called after my wife got home to complain and demand a refund and they put the owner, Nancy, on the phone. She started out by apologizing, but when I told her that doesn’t make my dog’s hair grow back, she grew angry and another side of her came out. She said she’s not refunding me for work that’s already been done and that my dog had to be shaved. She said she wouldn’t cut it as short next time, but I told her there won’t be a next time. We will NEVER bring our dog here again and I wouldn’t advise you to either (unless of course you want your dog to be unnecessarily scalped). If they would’ve listened to my wife’s instructions in the first place, this all could’ve been avoided. I’ve never seen an owner of a business become so defensive and rude in my life. It was VERY unprofessional. So unprofessional, that she HUNG UP on me. After being hung up on, I called back, and the girl said “hold on one second” and must’ve given the phone to Nancy, at which point I was hung up on again. If I were to hang up on one of my customers, I’d be fired on the spot. Since she’s the owner, she’s exempt from these rules. Luckily, we’re not exempt from deciding who to bring our dog to next time. A simple phone call to us to explain BEFORE taking it upon themselves to shave our dog, would’ve prevented an angry phone call from a PAYING customer. Nancy made the comment “well it’s been 4 months since you’ve brought your dog in to be groomed”. You’re exactly right Nancy, she hasn’t been in 4 months because we’ve been trying to grow her hair out!! Not to mention, it’s OUR dog and we can bring her in whenever we want. So since we haven’t “brought her in 4 months”, that’s an excuse to scalp my dog? Before deciding on bringing our golden doodle to Velvet Pet Spa, I read reviews and noticed a woman who said Nancy, the owner, was so rude to her. I thought to myself, “that person is one of those people that’s never pleased with anything” and I overlooked it. SHE WAS CORRECT. I am so appalled that an OWNER of a local business could treat a PAYING customer like that. It makes me wonder if “Nancy” isn’t just an employee because undoubtedly an owner of a business wouldn’t talk to someone like this. The incompetence and laziness shouldn’t be accepted by anyone considering bringing their animal here.

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We recently inherited two, long-haired Shelties. They had been neglected for quite a while and the coats were in bad shape. Dogs were shampooed, under-coat groomed and a nice hair trim. I was very impressed by the employees and service providers, dogs looked terrific afterwards and seemed to have enjoyed their doggie makeover. We will use this business again, I cannot believe they have been in business so long in Denham without us hearing about them...We also plan on using their boarding service soon.

Great experience for my dogs. One of the best grooms my dogs have ever had!

They are friendly and professional. Everything I saw was clean and neat. My dog was happy, I'm sure he knows this was better than going to the vet.

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