Unprofessional and rude

I would give 0 stars if I could. I took my Pomeranian for grooming twice here. The first time was excellent - nails clipped, fur cut, clean dog in 45 minutes. The second time was the worst experience I have encountered. I waited for over 2 hours for my dog, and his nails were not even clipped nor his fur cut. I politely let the owner know about this after she had sent me an invoice (which I paid without hesitation) and she proceeded to insult me and call me arrogant saying I should do a better job myself if I can. Exceptionally unprofessional and rude. I have never complained about any business in my entire life, even if I was unsatisfied, but this is just disgusting behaviour from the owner.