Kasey Byrnes
Ollie has been coming to Pet Grooming Yandina for some time and his grooms have always been great. Unfortunately, we had a disappointing customer experience last week when his ear was accidentally cut with scissors during his groom. I received a call from Bri at 12:15pm advising that Ollie needed to go to the vet. While she explained that Ollie had unexpectedly turned his head, I found the call quite stressful as I didn’t have much context around what had happened or what treatment would be required. I agreed to him receiving stitches, but it would have been helpful to know that this would involve sedation and whether the vet costs would be covered. When I picked Ollie up, I was told again that he had turned his head during the groom, but was also told he had been distracted by another dog running around. This made me feel the accident may have been preventable. I also wasn’t given the opportunity to speak with the groomer involved, which I would have appreciated. I was given a $20 discount, bringing the groom to $128. While I appreciated the gesture, I felt this was quite modest given Ollie had been injured during the service. I would have expected a more meaningful gesture of goodwill in circumstances where an injury occurred. I was happy with the groom itself and appreciated that the vet bill was covered. Ninderry Vets were also wonderful and even checked in on Ollie the following day. Overall, the grooming service has previously been great, but this experience highlighted some gaps in communication and customer care. I waited a few days in the hope that someone from the grooming team might check in, but unfortunately I didn’t receive any further contact. I’m sharing this feedback in the hope it helps improve communication, supervision and customer care if something similar happens in the future.
