Moody, unhelpful staff. Clearly they don’t want to be there. No appointments which is fine but to be unhelpful about it is another. After 3 years using this groom room I will not be going back.
Low rating aimed at groom room not pets at home store itself. Have faced problems several times now with the staff at groom room in Solihull but find it is getting worse. After having my appointment booked for over 2 weeks now, the week before the groom they cancel it even though I made it clear I had a voucher to use which must be used before July and they have decided to cancel and not offer an appointment until AFTER July. I would expect them to honour the voucher seeing as it is THEIR inconvenience and not mine for cancelling the appointment. The groom room are also an absaloute nightmare to get ahold of several times I've rang and had to leave messages for NOBODY to call you back. And I've spoken to members a couple of times and been told they will call back... yes you guessed it, no call back! The staff are the least helpful as possible, they seem to give the impression they hate their jobs as that's the low energy they give- much prefer using stechford groom room staff are actually helpful and polite, they don't make you feel like your a burden for paying them for a service! Will not be using this one again seeing as they can never seem to get it right and definitely need to recruit staff who know how to 1.smile and 2. Actually do their job.
I booked two Shih Tzu crosses on 16th February and paid deposit. Arrived on 10th June only to be told my appointment had been cancelled by them. Blonde female groomer could not tell me who had cancelled it or what date or time or why. No recorded on the system. No cancellation had been received or missed call so more than likely untrue. The groomer then disappeared to get a manager to deal with my complaint. Only for a young girl to appear who's job it was to wash and cut nails of the dogs. Obviously not a manager. Another customer appeared and stated she'd had her appointment cancelled also and that three groomers had left. This young girl could not deal with my complaint so went to get another manager Aaron. I explained for the third time he took my details and that a manager would call me tomorrow to rebook as he couldn't rebook me in. Extremely unhappy as had two dogs in need of a groom. Waited and waited the next day. No call so popped into Groom Room and spoke to Frank. Aaron had not passed any message on and I explained again regarding booking non existent cancellation etc etc. He booked both dogs in for 29th June all be it with separate appointments 11 and 3. However took appointment as it was now 13 weeks since their last groom and very hairy. 29th June came along and dog 1 taken. Complete with photos of how I wanted them groomed - nothing fancy basic short Shih Tzu groom - which they screen shot for reference After two hours he was not ready waited another 40 minutes during which time four groomers worked on him. A trainee been overseen by another groomer Frank and another girl. He looked abysmal. A groomer was outside the reception making adjustments to other dogs who were been collected and owners not happy with the results. Clumps of hair missing from his back face had not been touched feet and legs not touched ears were raggity and bits missing back end was uneven and patchy. The over all appearance was dreadful. frizzy and hardly looked like he'd been groomed. The one groomer left was stressed and looked like she was going into melt down. Although did try to do some remedial work to him. Gave up and took him home. Returned with dog 2 against my better judgement but they were desperate for a groom in this weather. He was completed with a below average groom but not a complete mess as dog 1. Obviously made yet another complaint and received a 50% discount. However I didn't want a discount I wanted two properly groomed dogs. I completely understand staff problems but their procedures and customer service and communication is abysmal. No records kept of the alleged cancellation not advised a trainee would be grooming 2 and 3/4 hours for a small dog to be half groomed is not on four groomers (that I saw) having a go at him. The groom room is in chaos and I will never return there. I am now making arrangements to have dog 1 regroomed however grooming appointments are very difficult to get. Long post I know but I would strongly recommend you do not use the Groom Room until their staffing training communication and record keeping procedures are all tightened up. When that will be is anyone's guess. I now have two half groomed messy dogs looking a state.
I took my dog for the first time to The Groom Room as my usual Groomer was unavailable. It was not only expensive but traumatic as on returning home my dog was bleeding all over carpets, floor & my clothes as they'd cut his nails too close & did not make me aware. I would strongly recommend you do not take your beloved dog there. It was an upsetting experience for both of us if we were in America I would think of suing them!!
I have only ever written a handful of reviews on anything in my life but I feel so strongly today I have been compelled to disparage this groom room. Having had reasonable experiences over many years (albeit my dog has always been nervous going back into the salon after her first visit), my dog has come out today looking terrible! I was charged well over the odds on a so called matting charge, which has only ever been £5 on a rare occasion and was today charged at £10. I think I would have noticed if my dog was so matted and how bad can she be when she visits this salon regularly…It very much depends on who looks over your dog on arrival and some seem to base an opinion on the easiest way to get the job done…in this case shaving my dogs legs practically to the bone…tell me what was the charge for if she was just going to be completely shaven anyway?? She went in looking cute and fluffy and came out looking like a chicken for near on £60. There is one excellent and fair groomer working here, I believe her name is Liv…she should go out on her own, I would be very happy to use her privately.
Have always been very satisfied. Great care taken of the furry friends. Staff very pleasant. Highly recommend.
Only giving one star because 0 isn't an option. I took my dog for his appointment but we were early so I stood and watched while we were waiting. I witnessed a distressed dog being blow dried which was clear he did not enjoy. I saw no acts of kindness or attempts to calm / soothe the dog and instead I witnessed the 'groomer' repeatedly pulling on the dogs ear saying a firm "no". There were no treats offered to the dog in an attempt to help socialise him to the situation and it was clear that she wanted the job over and done with. Needless to say I spoke with a manager and left. I would never leave my dog here unattended if this is the treatment dogs recieve whilst customers are watching.
I took my westies for a nail trim. Staff are very courteous and the costs are competitive. They really care about the pets in their care. I would definitely recommend The Groom Room
We've always had a great experience visiting, but most recently the staff excelled themselves. In record temperatures, they were clear and helpful about how they would keep the dogs cool, and watch for the effects of the heat. Whilst my dog was there I was involved in a car crash, and the staff were so thoughtful and genuine in their care that I wasn't concerned about my dog's well-being at all. The actual groom itself is always superb, with a full breakdown of what was done when collecting. I travel a little out of my way to come here, and will continue to as the experience is great.
The Groom Room Solihull is located at Marshall Lake Rd, Shirley, Solihull B90 4LD, UK
You can contact The Groom Room Solihull at +44 345 603 0518
You can find directions to The Groom Room Solihull by following this map link
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