Cross Cuts Pet Styling

Réponse d'entreprise 26 août 2010

Dear Saltwatercowboy, Thank you for providing feedback regarding your experience with us. We take comments very seriously as we continuously strive to improve our business and customer service. We are very sorry to hear that you were not satisfied on your first visit. We at Cross Cuts have always strived to make cleanliness a priority and for that reason have a rigorous daily disinfection policy which includes removing fecal matter from all outside runs. If for some reason this step was neglected on the particular day of your visit please accept our sincerest apologies. We invite you back to illustrate that your first experience is not consistent with the way we strive to serve our clients. As for your concerns regarding the grooming of your pet, our goal is to have every "fur baby" leave looking their very best as they are the best advertisement for our work. In this case that did not happen, for what reason I cannot say, without knowing the specific pet in question it is impossible to say whether or not some extenuating circumstance caused a poor quality groom (such as an unusually energetic pet, or time constraints). Our only wish would be that you would have communicated your concerns to the groomer directly at the time of pick-up or in the next few business days following the groom. We are disappointed that you felt you could not express your concerns directly to us as we strive to maintain a go rapport with all our clients. We have always guaranteed our work. If you were unsatisfied with the cut at all we would have made an effort to correct the concerns or applied a discount to a future groom. With the issue of matting, our groomer has 10 years of experience in the industry and has seen pets of all shapes and sizes in all kinds of coat conditions. Matting is sometimes a concern despite an owner’s best effort to avoid it, saying a pet has mats should in no way be intended to suggest improper care on your part, if you were offended by the comment please accept our sincerest apologies. We have always tried to educate our clients on more effective brushing techniques and maintenance schedules to prevent matting as much as possible. However, with that said, Cross Cuts has always practiced a strict no de-matting policy, as de-matting tools can be quite painful for the pet, mats are removed at our shop using the clippers for your pets own comfort and that can sometimes give an undesirable final result. We try to inform pet owners ahead of time if we believe shaving is necessary, if for some reason there was a miscommunication we apologize. We are not in the habit of shaving pets unnecessarily and we don't feel that is what happened in this case. We would love an opportunity to discuss your concerns with you further. Please feel free to give us a call at 780-594-6465 and ask for Terri. Here at Cross Cuts we Pride ourselves on customer service and would hate to think of you leaving so dissatisfied without having the opportunity to correct the situation.