1 reviews | Active since Oct 2023
TERRIBLE GROOMING EXPERIENCE
I sent my Golden Retriever, Luna, for a large dog wash, ear clean and trim & style to Petworld XXL Fourways.
Upon arrival, my daughter, who accompanied the dog, was asked by Pretty if she was to do a Summer or Winter trim. My daughter, not knowing the difference, said a Summer trim as we are in Summer. Pretty then told her the Summer trim would entail shaving the fur close to the skin and that Petworld couldn't be held responsible if the dog got a skin infection. My daughter told me this upon arrival home and I got onto the phone and spoke to Jenna at Petworld straight away to request that they NOT do a Summer trim as the dog is a Golden Retriever, and to my understanding, shouldn't be shaved at all. Jenna put me on hold to check and came back to advise that they hadn't started working on the dog yet, so I was relieved to have spoken to her in time. So, imagine my surprise when the dog was collected and brought home and I saw the underside of her flanks had been shaved right to the skin AND that we had been charged an extra amount for de-matting. I got onto the phone again with Jenna to ask why it had happened after our phone call and my very specific order. She explained to me that she had worked on the dog with Pretty and they'd decided that her fur was very matted by her flank, to the point where it was tugging at her skin. So they decided to shave it. All of this without phoning me first to ask for permission to shave the dog and to charge me extra for it when I hadn't ordered it. I asked what to do about the risk of skin infections - something that Pretty herself warned my daughter earlier - and was advised by Jenna that it should be fine but if I was worried, to use coconut oil. Which I then had to go and purchase.
My problems are these: 1. Their staff member flagged in the first place that cutting the dogs hair so close to the skin might result in a skin infection. But this was done anyway. 2. Even after I called and spoke to Jenna before the groom, specifically to instruct that I didn't want the fur cut close to the skin, neither Jenna nor Pretty phoned me first to discuss that they felt the dog needed de-matting, that it would involve a shave close to skin and its associated risk. They did not ask for my permission to go ahead with this extra process and its cost. Not to mention my incurring even more cost to purchase coconut oil for the skin. 4. I have sent Luna to Petworld Fourways previously, specifically a de-matting because the fur around her flanks was very matted. It was done by a gentleman who did not need to shave her fur at all.
I am deeply unhappy with this service.
Kagiso, the Manager, called me to explain that he was on leave during the day in question and apologised unreservedly for the awful experience my dog had before I had to visit a vet and take this further. He had Luna examined and provided medication for the exposed, reddened skin, which worked over a few weeks. Kagiso was VERY proactive and checked up on Luna in the weeks following. He also did a free groom for both my dogs a month later, which he personally supervised. Luna is in great health and is the happy, fun-loving Golden Retriever she always was. To be honest, though, I won't risk using their grooming service again.
Kagiso, the Manager, called me to explain that he was on leave during the day in question and apologised unreservedly for the awful experience my dog had before I had to visit a vet and take this further. He had Luna examined and provided medication for the exposed, reddened skin, which worked over a few weeks. Kagiso was VERY proactive and checked up on Luna in the weeks following. He also did a free groom for both my dogs a month later, which he personally supervised. Luna is in great health and is the happy, fun-loving Golden Retriever she always was. To be honest, though, I won't risk using their grooming service again.
I am Tertius Dixon, Chief Operating Officer at Petworld, reaching out regarding your recent experience with Luna’s grooming at our Petworld XXL Fourways store.
Upon Luna’s arrival for her grooming appointment, which included a large dog wash, ear clean, trim, and style, a discussion occurred about the type of trim appropriate for the season. I understand that due to a misunderstanding, the instruction for a Summer trim was given, which traditionally involves closer shaving. When you communicated your preference against this method for Luna, a Golden Retriever, our team initially assured you that no such trim would be done.
However, to our dismay and yours, upon Luna’s collection, it was discovered that her underside flanks had been shaved close to the skin. This action, taken due to the presence of matting in Luna's fur, was a decision made by our staff in the absence of your explicit consent, and for this, we are truly sorry. The additional charge for de-matting, app**** without your prior approval, compounded the oversight.
After you raised these concerns, our store manager Kabelo, who was on leave at the time of the incident, took immediate action upon his return. He oversaw Luna’s examination and provided the necessary medication for her reddened skin. Kabelo's proactive follow-up and the provision of complimentary grooming for your dog are part of our commitment to rectifying our mistake.
I apologize unreservedly for the distress caused to Luna and the inconvenience to you. This incident has highlighted the need for clearer communication and adherence to pet owners' instructions within our grooming team. We are implementing additional training to ensure our staff fully understands and executes specific grooming requests with the utmost care and attention.
While Kabelo has taken steps to address the immediate concerns, I want to assure you that at the corporate level, we are reinforcing our protocols to prevent such occurrences. Your trust in our services is paramount, and we are committed to restoring it.
Thank you for your patience and for bringing this issue to our attention. Your feedback has been instrumental in guiding our efforts to improve our service quality.
Should you wish to discuss this further or have any additional concerns, please do not hesitate to reach out.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Best regards,
I am Tertius Dixon, Chief Operating Officer at Petworld, reaching out regarding your recent experience with Luna’s grooming at our Petworld XXL Fourways store.
Upon Luna’s arrival for her grooming appointment, which included a large dog wash, ear clean, trim, and style, a discussion occurred about the type of trim appropriate for the season. I understand that due to a misunderstanding, the instruction for a Summer trim was given, which traditionally involves closer shaving. When you communicated your preference against this method for Luna, a Golden Retriever, our team initially assured you that no such trim would be done.
However, to our dismay and yours, upon Luna’s collection, it was discovered that her underside flanks had been shaved close to the skin. This action, taken due to the presence of matting in Luna's fur, was a decision made by our staff in the absence of your explicit consent, and for this, we are truly sorry. The additional charge for de-matting, app**** without your prior approval, compounded the oversight.
After you raised these concerns, our store manager Kabelo, who was on leave at the time of the incident, took immediate action upon his return. He oversaw Luna’s examination and provided the necessary medication for her reddened skin. Kabelo's proactive follow-up and the provision of complimentary grooming for your dog are part of our commitment to rectifying our mistake.
I apologize unreservedly for the distress caused to Luna and the inconvenience to you. This incident has highlighted the need for clearer communication and adherence to pet owners' instructions within our grooming team. We are implementing additional training to ensure our staff fully understands and executes specific grooming requests with the utmost care and attention.
While Kabelo has taken steps to address the immediate concerns, I want to assure you that at the corporate level, we are reinforcing our protocols to prevent such occurrences. Your trust in our services is paramount, and we are committed to restoring it.
Thank you for your patience and for bringing this issue to our attention. Your feedback has been instrumental in guiding our efforts to improve our service quality.
Should you wish to discuss this further or have any additional concerns, please do not hesitate to reach out.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Best regards,