"Worthless Website and Worthless Customer Service"

The website isn't working.. Cannot Book in. Cannot create a new account. NO CUSTOMER SERVICE. You can't get the website sorted. You have to telephone the store you want. THIS DOES NOT RESOLVE WEBSITE ISSUES. So I kept plugging away at the customer service options in Pets At Home website till eventually I hit on an option that said to use the online chat.... I GOT A CHAT BOT.. I HAD TO HURL ABUSE AFTER ABUSE AT THE CHATBOT TILL EVENTUALLY THE CHATBOT GAVE UP AND TRANSFERRED ME TO AN ONLINE HUMAN. Worthless... Nothing against the lady I was chatting to... I was chatting to the wrong person as "The Groom Room" is a franchise within a franchise and doesnt use Pets At Home customer service. Now the lady I was talking to did say she would refer the matter to IT. I did point out to her that Pets At Home have been aware of the wesite issue for more than two years and have done nothing about it.. (you only have to do a google search to find complaints on facebook and X (formerly twitter) that Pets At Home have completely ignored). I'll simply take my custom else where.

"Great service"

Great service, Teddy thoroughly enjoyed the experience and looked really handsome again.

"Never going back "

Awful experience. We have been regular customers at Groom Room Solihull for the past 4 years but our usual groomer has sadly left. Our dog is super anxious and hates the groomer so when we arrived we checked with the girl on reception that the new male groomer knew all about how nervous he was, she confirmed that he had read the previous groomers notes. We were told to come back in 2 hours, however just as we were collecting we had a phone call to say they were running late and it would be another 40 minutes- 40 minutes to an already anxious dog is a nightmare!
We returned and watched for the last ten minutes. The groomer was really rough, he pulled the dogs front paws forward with force so he could cut his claws, the dog understandably because it was uncomfortable pulled against him so there was a tug of war going on with his paws - the groomer reprimanded the dog for this and did nothing to put him at his ease. He bought out a very stressed dog, never made conversation, never apologised for running late and then to add insult to injury charged us £8 more than usual - apparently there is a new pricing structure and the cost is based on size now. We will not return.

"Fudges groom "

Had our fudge groomed today such brilliant service as usual and he was booked in with short notice always have an amazing groom here the staff are so friendly and helpful he's feeling so much cooler now as its so hot

"Groomroom injury"

Our 3 year old shih tzu had an appointment at the Dunfermline branch recently. When my partner brought her home we noticed a open cut inner leg of which looked really sore. She also urinated on the kitchen floor and appeared scared 😌 We had to take her to the vet. Nothing was mentioned about this when she was collected! (Outrageous) doesn't get better as now the groomer is denying any injury after our complaint. Awaiting response for CCTV to be checked. I understand accidents happen but after her lies i wont leave this until she takes accountability. Very deep cut so must have been bleeding a lot. Disgusted with the groomers lies. If I could give zero stars I would. Horrible way to treat animals.

"The loveliest team "

The loveliest team who always take great care of our dog Poppy. As a rescue she can be very nervous. The staff have always understood this and shown genuine care towards our girl. Been using this Groom Room for over five years now. Wouldn’t take her anywhere else.

"Groom room injury "

We took our little cavapoo to the groom room in Brislington. When we picked her up we noticed that she was limping, the only thing they mentioned was that she didn’t like getting round her mouth cut. We can only assume the she pulled and hurt herself whilst they were cutting her. We left it a few days but it just got worse, it’s resulted in a number of expensive vet appointments and painkillers. She is she not completely healed. Disappointed in the service. Won’t be using them again.

"Our puppy went for his first groom"

Our puppy went for his first puppy groom. He was very well looked after and was not upset by the experience of the salon at all. We have already booked his next one.

"Well how disappointed I was today at…"

Well how disappointed I was today at 2.00. I drove from Lichfield to Tamworth for my appointment for Izzy to have a bath and brush with my understanding she can’t be clipped because of her age.
This young girls that spoke to me didn’t have a once of professionalism or warmth about her. She just said she has knots I can’t do her. I only have an hour. And you can’t even have your deposit back because you booked her in wrong. Ok so she said if I was her them nots will get tighter and the next apt I’ve got is 27th July.
As a buisness owner myself if a client came to me I would explain I’ll do what I can with the time that I have. They are not self employed so clearly it’s not that important bringing money in for the buisness more so turning it away. She didn’t even say bye. As I left she just didn’t say a thing to me and let me walk out the door.

This girl clearly needs some CPD in some basic customer care or service. Sadly I will not be returning due to such a poor experience.

"Unsatisfactory dog groom"

Had an appointment for our dog to be groomed at Pets at Home Groom Room Eastgate Bristol. This is the fourth time we have been there and will definitely be the last. We have has two grooms and two bad, the one yesterday was awful. Although the staff are pleasant, I am convinced it depends on which groomer is working whether you get a good service. It's much easier for the groomer to shave a dogs hair off than to carry out a proper groom. We had to bath our dog again today as she didn't smell good and was scratching. It would seem that although there has been a price increase to over £50 you are expected to pay extra for premium products. Found to be a very stressful afternoon for our dog and us, and taking into account our experience would not recommend.