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I scheduled an appointmnent for my dog ( a 1year old pure bred collie) for a shampoo and brushing at 1:00pm. When I dropped her off, I was told it could be 4-5 hours until she was done. I then gave my contact #, and dropped my dog off. I checked back at 4:00pm just to see when she'd be ready, I was told it would be another 2 hours.
I left and went home. At 4:57pm I was called on a message telephone # (which is not the # I gave them to contact me) a message was left to call them, I didn't get the message until 5:30pm, because I rarely check that phone. I called and was told my dog had received an injury while being bathed. She hit her face on a metal rack above the tub when the dryer was turned on an received 2 gashes in her cheeck under her eye. I was very upset that she was not taken to the vet right away, I granted permission for them to seek medical attention if needed by signing a form when I checked her in. I was only called ONCE (on the wrong #) and then while Petco waited for me to respond my dog was injured, cold and wet in a cage. I am very angry as to the way the situation was handled.
Furthermore when I got there to pick her up, the girl that had been bathing her acknowledged I was there, but continued to help a lady with last minuite clippings of her dogs fur, for about 5 minutes, then answered the phone and took a personal phone call! Hello, my dog needs stitches and is wet, scared and in a cage, could she have been any more unprofessional!? And she did not apologize.
The manager did speak to me and explained what happened, he also admitted he did not want to take my dog to the vet because he thought I would "freak-out", I would have been more at ease knowing she was in good hands with a vet, than sitting in a cage.
I felt very sad that there are probably more dogs being neglected, and treated bad by groomers who aren't qualified to handle an urgent situation.
Petco did pay for the vet bill of about $800.00, I am greatful for that, however their staff needs better trainning, and some type of medical trainning to handle the urgency. I am filing a complaint with the corporate office as well. The photos are blurry, taken with a cell phone, but show the location of the injury.
The complaint has been investigated and resolved to the customer’s satisfaction.
That poor dog! Definitely follow up on this. Accidents happen but they should have contacted you on the proper contact number! Totally unacceptable. Hopefully your dog is doing okay!
That is horrible! As a salon manager for PetCo I can assure you not all grooming salons are the same! I would have made sure your dog was taken to the emergency vet and called any numbers we had until you were reached. I am so sorry this happened. I can't say accidents don't happen but that is why we get your permission to contact our emergency vet, if need be. I hope Corp supports you on this one and I hope your beautiful baby is ok!
I agree with 'groomer' this would have never happened in my salon
Don't believe a word from the two Petco 'employees' above. They work for a company that has been charged and found guilty twice now (just in California) for intentional long-term extreme cruelty to animals and swindling customers. Look up 'Petco' on pet-abuse.com and you'll see the horrifying details of how sick and injured animals were frozen, starved, stomped and burned to death by Petco employees TO SAVE MONEY. Also, how Petco corporate not only directed and condoned this behavior, but intentionally rigged checkout scanners to automatically overcharge customers from twenty cents to twenty dollars per item (they stole hundreds of thousands of dollars this way). Anyone who still works aat Petco is either a liar when they saay they care about animals or (like many of their badly trained and unprofessional employees) is a sociopath. Petco needs to be boycotted until its shut down for good. You can also find thousands of other complaints on consumeraffairs.com and just about any other legitimate consumer website. Good luck with your beautiful collie...I hope everything healed nicely and she's happy as can be today!