Wen's Dog Grooming Salon

"Wen’s did a great job with our 11 month old Malshi who is really very anxious at groomers. We know Knus wouldn’t have been your easiest dog today so thank for taking good care. He looks fabulous!"

"I am so disappointed with today grooming. We discussed in detail what we wanted and they did the complete opposite!!! It’s not good enough and we will never be back. You need to get better and your communication skills. And the lady at the desk, incomplete denial that she was in the wrong when she didn’t read her own notes correctly."

"Our beautiful little girl came home yesterday and had to get her eyes trimmed, the lovely team at wens took extraordinary care of her while the nervous parents (me and my partner) watched. They were accommodating and offered to do it for free. I don’t think you can get that kind of service anywhere, so I just want to say thank you See before and after"

"I don’t like the idea of leaving bad reviews for small businesses, especially when it’s been a tough last 12 months, but in this case, I feel like I have to. What I’m going to do is give an honest and factual account of what took place, and you can decide whether or not you want your dog groomed at this salon. Towards the end of last year, I couldn’t get a booking at my preferred dog grooming salon, but I had taken my dog to Wen’s once before, so I thought I’d book him in there again. I dropped him off in the morning, and my partner went to pick him up after the groom had been completed. When she did, she noticed that there was a bloody patch on his neck – see attached photos. When she queried one of the staff members, she started to explain that it might have been a scab that had been removed during the grooming process, and while she was doing this, another staff member came running out, interrupting the first staff member and gave a different story of the fur being pulled out while removing my dog’s collar. So two contradictory stories, which were both extremely unlikely. Had it been a scab, we would have definitely noticed the original wound when it had taken place. And there was no way that hair getting caught in the collar could have resulted in such an injury. Anyway, my partner paid for the groom and brought him home. That night, when we examined the wound again, it looked really strange – almost like a puncture mark. Because Wen’s had insisted that it had not happened during the groom, we were concerned so decided to take him to the vet. The vet confirmed that it had definitely been a result of grooming scissors, and given it was a late-night visit, it was not a cheap consultation fee. After this, I decided to get in touch with Wen’s to give them a chance to rectify the situation. First I sent an e-mail, detailing what had happened and requested that they refund me for the vet bill. Note – to be reasonable (and being mindful of the fact that they couldn’t operate during the Melbourne lockdowns), I didn’t even ask them to refund the grooming bill. This e-mail was ignored for a couple of days, and so I got in touch with them on Facebook. Over multiple conversations, the owner of Wen’s refused to take any responsibility for what happened, and gave a lesson of how NOT to conduct customer service. The only thing they offered was a pitiful small discount from my ‘next’ groom. Umm, no thanks – there is absolutely no way my dog would ever be going to Wen’s again. I understand that accidents can happen during a grooming process. All Wen’s had to do was to acknowledge their mistake and be apologetic. Something they failed to do over multiple interactions over a couple of weeks. I’ve now made sure that I’ve booked my dog well in advance with my preferred dog groomer – they are absolutely first class, do great work and understand what customer service is. So that’s my account of what happened – you decide whether you want your dog to go to Wen’s or not. Edited after the response from Wen's, below: 1. There was NO WAY that Barkley had a scar on his neck when he came into Wen's, because as I explained above, had he had an injury there, we would have known about it originally. And if that really was the case, why did your two employees contradict each other with their stories? 2. The vet DID confirm that it looked like a grooming injury, and said that it was a fresh wound, which means that it had happened on that day - not before. Are you saying that the vet (Evervet in Prahran) are being dishonest? I'm sorry, but I take my vet's word over yours. 3. I think your response below confirms that you have no idea how to provide good customer service. You have had months to rectify this situation, and instead of being honest and taking responsibility, you decided to do the opposite. Now you have a negative Google Review which will most likely result in you losing potential customers in the future. Unbelievable."