The Groom Room Walton on Thames

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Reviews

1. John Raistrick ★☆☆☆☆

   Following the closure of the Groom Room at Brooklands, I brought my Old English Sheepdog, Charlie, to the Walton-on-Thames branch for grooming. I showed the staff a photo of Charlie after a previous grooming at Brooklands to illustrate the style I wanted. When I returned, Charlie was visibly distressed and not fully clipped. I was told he had been anxious throughout the session. I was extremely disappointed with the result: several areas had been shaved down to the skin, leaving it pink and irritated, while other parts had thick clumps of hair. His paws were unevenly clipped, and his undercarriage appeared untouched. Overall, it was a rough and inconsistent cut. The next day, I took Charlie to another groomer. She confirmed the poor quality of the Groom Room cut, noting areas trimmed in the wrong direction and signs of clipper burn, which she said would have caused him considerable discomfort. She spent over an hour correcting what she could—his feet, ears, tail, chest, and undercarriage. Over the past twenty years, I’ve had four Old English Sheepdogs groomed regularly. This was, by far, the worst cut any of them has received. I raised my concerns with Pets at Home. Their response was: “For me to raise this complaint directly with our Groom Room team at the Walton-on-Thames salon, it would be helpful if you would kindly send over a picture of Charlie pre-groom and then another picture post-groom. As soon as I receive this information, I will pass on your complaint with the attached images to the salon and get back to you with their comments and update.” I provided all the requested photographs (and more) and followed up several times—but never received a response.

   almost 5 months ago
2. Lisa E ★☆☆☆☆

   If I could I would have given this review ZERO stars! On Thursday (4 July) I took my cockapoo to the Groom Room, Walton for a full groom and specifically told the girl who was manning the counter that they should not take all the hair off his face and to just trim it. I had asked for a summer cut, so slightly shorter than his normal trim. However, not only did they take all the hair off my dog’s face, they also SHAVED all his hair so short and unevenly he had bald patches in many places and RAZOR BURNS on his bottom and around his privates (the area where he was neutered). So not only did they give my poor dog the most awful haircut I’d ever seen, they’d also injured him. This experience has not only been traumatising for him, I also feel pretty traumatised myself. I did go back to the shop to complain once I’d looked at my dog properly - I spoke to the store manager who was very understanding and gave me a full refund, a bottle of antiseptic spray, and some treats for my dog when I insisted on it (as he said they couldn’t give me compensation for the injury caused to my dog). Needless to say we will NEVER be returning to the Groom Room. My dog is now wearing a cone to stop him licking his sore bits and I have a steroid cream to help him heal quicker. I don’t think either of us will get over this traumatic experience any time soon!

   1 year ago
3. Michelle Proctor ★☆☆☆☆

   Do NOT take your dog to this salon. I have had rescue dogs for twenty years and have never experienced anything so unprofessional, rude, horribly trained with just a shocking result. My poor poor dog needed treatment post groom. Bobby had fallen down a bank whilst out walking and had an injury three weeks previous to the appointment. He was treated at my vets where they shaved the injury and gave him antibiotics. as he was sore from the fall his coat had got a LITTLE knotted as he was Uncomfortable when getting brushed. I took him to the vet to get him cleared for a groom . My vet with 30 years experience cleared him to go to groomer's. I took him to groom room where I explained in detail the issues. They looked at the tiny shaved wound and agreed he was fine to groom. I had a call half way through his groom to say they would not finish the groom! He looked like he had a fight with a lawnmower! Soaking wet, Half of His hair was cut. The other half was just standing on end. It looked like a joke. He just looked ridiculous!!. I asked why he was wet they said he doesn’t like the dryer, I asked why they could not cut his feet, they said he does not like his feet getting cut….they were rude, deceptive…it was like an episode of unintelligent mean girls. If they did not want to groom him I would accept that, But to start a groom, then halfway through think they don’t really want to do it and to send him home, looking absolutely ridiculous and charge me the full amount is just not Acceptable. To be frank, it was traumatic for both the dog and for me!!!! These girls were just awful!!! My dog is traumatised. As am I. I have now found groomer in Cobham , who is just as appalled as I am, they are remediating the situation free of charge. Honestly it is the worst experience of groomers in 20 Years of dog ownership

   almost 2 years ago

1. Sara Shahidi ★☆☆☆☆

   We have been using these groomers for over a year yet one of the groomers always manage to disappoint. This time I got back few minutes before the specified time, naturally my dog got a bit excited to see me, the groomer was not done but decided to return my dog and still charged me for full groom. When I complained she said because I arrived 3 minutes early!!! My dogs face was not done at all… never gonna take my dog there again!

   almost 2 years ago
2. R CW ★★★★★

   Candy is brilliant! Our double coated white fluffy dog loves her, leaves happy and is superbly well groomed. Also well priced.

   almost 3 years ago
3. Yana Petrova ★☆☆☆☆

   I urge for the management of this place to note this. These groomers are not puppy friendly and do not seem to know or have the empathy to handle a pup. Came for a our first puppy groom. My puppy is very good with touch and I’ve been conditioning her with water, hairdryer, touching face and nails and body. I am thoroughly disappointed with the service quality and the service itself. When I was dropping off my puppy, the groomer took her in her arms without conditioning first, embracing her in her arms in a hug and my puppy was trying to escape from her. Everyone experienced knows that some puppies do not like hugs from strangers and you shouldn’t be squeezing and hugging a pup that isn’t enjoying it; you are traumatising the pup. I nonetheless left her there with some worry on my part. When I picked her up, however, I noticed the goop around her eyes wasn’t clean and there were still bits around it. Now, I have a Shih Tzu and I am a dog owner who cleans their dogs eyes every morning as a routine. The next morning, my poor pup will not let me touch her face!! She is only 13 weeks and I’ve been working with her and conditioning for weeks, only to have a one hour trip to the groomer to undo everything. As I star this experience, one star is for the lovely smell of the pup when I picked her up. Her coat does feel silky and she is thoroughly cleaned. At what price I ask?

   almost 4 years ago

1. Alicia Essex ★☆☆☆☆

   I had used this groomer for many years and had been happy customer. No longer. Not sure what has happened to staff and management but I have had two consecutive appointments cancelled within 12 hours of my appointment after waiting months for appointment. We cannot wait anymore as even with my own poor attempts to keep my dog’s hair at least trimmed enough to see, it is not enough. How can there only be one member of staff to do a full groom? If there is only one member of staff who can do a full groom and somehow they’re off sick for two months, you hire someone in addition who can offer a full dog groom as a dog groomers. A dog groomer is not just a dog wash service as they offered instead. A professional groomer does not repeatedly cancel with less than 12 hours notice. They must have had weeks notice. Unacceptable. Beware and do not use this “grooming” service

   almost 4 years ago
2. Dan Hardaker ★★★★★

   Always a great service here, the team are very caring and look after the dogs well. Hugh always leaves very clean and happy.

   almost 5 years ago
3. Sally Amos ★★★★★

   Always nice and polite ladies ,and my dog always comes out happy so that means another to me ,happy dog happy owner.

   almost 5 years ago

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