Cancelled appointment last minute, cannot get in touch calling or via WhatsApp for whole week. Go into store and no one is there to talk to to try rebook
I'm generally reluctant to leave negative reviews online but I think this experience is important to share. On collecting my dog after a groom I was told he had a 'nick' on his paw from 'stepping on scissors'. The groomer, a young female said 'it does happen' and described the incident almost as if my dog had gone looking for the scissors. I got the impression she was inexperienced and I don't think she was completely honest about what happened: I suspect she cut his paw when trying to trim the hair in between his paws. Two days later his paw is still bleeding. Previously I've had negative experiences with this place where I've been called up the day before booking way in advance only for them to cancel because of staff shortages. This place is very chaotic, understaffed, and I definitely have questions about safety if they leave scissors around for dogs to walk on during grooms. I would err on the side of caution before using this place. The groom itself was nice but not at the expense of injuring my dog.
Disappointed with this place and not for the first time today. Arrived to pick up my dog and after waiting a few minutes (that's fine, I could see the three groomers were obviously in the middle of grooms) the same groomer I'd dropped my dog off with emerged to take payment. She then informed me there'd be a "late fee" (which I assume is buried in the T&Cs somewhere but had never been made clear). My phone told me it was now 18 minutes since the agreed pickup time. Bearing in mind I'd been waiting at the til for a few minutes I asked when that kicks in. "15 minutes" apparently (though checking their website later it says 30 min, so someone is providing incorrect information here). She also told me she'd called me but I'd no missed calls and so asked what number? She'd called my work number (on a Saturday) even though my personal one is clearly marked "primary" in their online booking system. Oh and the fee will be £5. Not astronomical but feels pretty opportunistic given that I'd probably been there within the 15 minutes but been left waiting. However I was not inclined to argue without evidence so just paid. On getting home, Google maps confirmed I arrived at the store at 13 minutes past the collection time (immediately making the 20 second walk to the grooming counter). On a previous visit, when it came to pickup time the groomer said our dog "couldn't be groomed" because he was too unsettled. He's never liked the groomers but he's a 3 year old dog who gets groomed every 4-6 weeks and has never before, or anywhere else, been ungroomable! That at least seems to have been a one-off. Plus points? They are on the low end of pricing for a dog groom compared to what we've found in the area (before the add-ons anyway) and they send a text reminder a few days before high is helpful. I think it's been done up recently as there's a very clean, modern looking setup and you can see the dogs being groomed. It is also nice that they have online booking (but God help you of you want to view availability at more than one branch, I hope you have an hour to spare!)
My 3 month old cavapoo had his first grooming session here and not only was he damped he came home with fleas. I wasn’t pleased at all. Won’t be taking him back.
Only been here once so can't give an in-depth review but I wouldn't go back. The standards are good like any other groom room. However with my mild matted dog they tried to shave her without even giving an option to de-matt her. Tried to scare me with she will get a blood clot and die if we don't shave her off now. The one in Wimbledon said try and de-matt her and bring her back and they can avoid shaving her.
DO NOT TAKE YOUR PUPPY TO THE GROOM ROOM IN CROYDON!! I took my puppy yorkie to the groom room in Croydon for a wash and blow dry. When I picked up my puppy she had patches of fur shaved off in places where they said it was matted. I did not give them permission to shave my puppy!! I told the girl who did the shaving, that it looks ugly and she agreed. They did not comb my puppies fur before bathing, which in my opinion is the reason for her being matted. Surely as a professional you wouldn't shave a person's dog without permission. I am now forced to find a professional dog parlour to see if they can sort out the mess the groom room caused. I sent a complaint in writing to the groom room, but I doubt if they care. They should be shut down!!!!!!.
I had a bad experience with this Groom room in Croydon. The first visit one person grooming my pup was fine. This lady was not at work on the second visit. The second visit with different staff they said it took 3 people to groom him. Then they charged me extra! My daughter who is 14 gave our pup a groom yesterday hence this review today as it reminded me of the Groom room. He was great with my daughter, who is very soft with him! Why would it take 3 professionals to groom him. Then the staff blamed me as a dog owner even though we had not had this problem before St home or on our previous visit. It could not possibly be that they as staff didn't do well putting him at ease it surely had to be my fault. My puppy jumped back in my arms as soon as he saw me. Licking my face. I wished they had cameras in the groom room to see what happens. Very strange that my lovely puppy was so nervous and could not wait to get out of there.
I had a terrible experience with the groom room Croydon. Their groomers are poorly trained. I took my "Yorkie X" for a full groom and explained in depth the result that I was expecting; similar to the ones I normally receive from other pets at home branches. I was gobsmacked upon collecting my dog to find the poor thing looking like a lunatic pet. The trim was horrifically gone wrong with each side of his face looking different and he was ridiculously over groomed. The staff then rushed me to sign the contract without giving me a minute to think and I returned after literally 2 minutes to only find the groom room shut. I spoke to their store manager and was promised my complaint will be taken seriously. The next morning I contacted their headquarter and their response was that ‘after thorough investigations they have made a final decision not to refund the fees’. When I asked for the specifics of their investigation they refused to provide details and advised me to instruct a legal representative to deal with the matter. They also told me that they do not wish to provide future grooming services for me should I wish to use their service again. For those reading my review, beware that Pets at home are scammers as they provide false information and when challenged they refer the matter to legal proceedings which quite clearly vast majority of people wouldn’t have the time and money for it. They are also clueless about customer satisfaction as this is my first experience when a retailer is barring a customer from using their service based on their biased conclusion. I have attached the photo of before and after, also the photo that I showed them as the model.
The Groom Room Croydon is located at Waddon Goods Yard, Purley Way, Croydon CR0 4NX, UK
You can contact The Groom Room Croydon at +44 345 600 9519
You can find directions to The Groom Room Croydon by following this map link
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