The Dog Spaw

"We were scheduled to bring our 2 Old English Sheepdogs for all except trim (read: large dogs, thick coats). I did tell them they were trimmed down to 1.5” when scheduled. An hour in the female owner calls us and literally called us “dishonest” and asked why I lied to her (when I’m an extremely honest person, likely to a fault). Blamed me for telling her our one dog (who has show dog quality coat thickness and purebred/strong lineage) had under 1” coat when I for sure did not say that - in fact I had originally told her the reason I didn’t want her to trim today was because I trim them myself because I keep them at 1.5” which most groomers don’t have (she doesn’t, because I asked last time). Interrupted me anytime I tried to talk, then actually hung up on me! When I called back she quickly said I needed to talk to her husband because she was stressed (was crying) - then said she thought we had stopped talking so that’s why she hung up (I was mid-sentence when she hung up). Later said phone disconnected (?). Her husband was professional but kept saying he wasn’t with her so didn’t know what she was saying to me, tried to tell me she didn’t expect she needed to do so much today, and tried to say my dog is “extremely matted” and needed to be buzzed down all over (very much not true! She did have some mats which I specifically told her at drop off she could spot remove if needed - I brush her literally 1-3 hours every Sunday, this breed has a thick coat and she’s 2 so is active, she gets a mat like every 3 days). Told them not to do more and I was on my way to get my dogs if she didn’t have time to do what I had scheduled with her today. He calls me back several more times with a new story each time for what she “meant to say”, and said she apparently had surgery 2 days ago (so why are you caring for my dog right now…) and is “just really stressed” from “how the day has gone.” Tried to tell me she apparently was meaning to say that my dog’s groom would just take longer than expected and needed more things? But at that point I did not trust them, was not about to pay MORE, and I just wanted my dog back because was concerned for their safety. If you can’t control your emotions towards your (fairly new - this was our 2nd visit, 1st for one dog) human customers - how are you treating my dog behind closed doors? If she would have been emotionally controlled, professional, and not blaming, just professionally explained my dog needed more than expected - I would have gladly paid more for the care my dog needed or to schedule to bring her back because it’s why I brought her to a groomer versus continue to do it all myself, I needed some help, but was not about to give more business after how she spoke to me (nor did I trust her with my dogs at that point). Woman was trying to tell me that if I picked my dog up early she was charging the full price anyways (!) and I had to wait to pick up the dogs - red flags. Also I’m sure my dog was scared (and in hindsight, other dogs were crying when we dropped dogs off) because the woman was literally yelling and crying on the phone to me. Tried to then say they will now do her nails for me today (?) - which felt like they wanted to get more money from me. And said to wait and they would call me in 25 minutes to come, to which I said to do no more, I just wanted my dog back and to rinse her off (apparently she was in the tub) and dry her as much as they could until I got there and was on my way. No apology at pickup. Strongly recommend NOT taking your dog here! See other reviews saying similar things in recent times. This is probably the non-professional part of my review but I’m saying it to warn other dog parents - part of me actually wondered if some of their staff (including this woman) was on drugs (before we dropped the dogs off and had the above problems) - if this is true I genuinely hope they find support. My boyfriend had the same thought on a separate visit at this agency. I hope this woman finds the support she needs, but do not bring your dog here!!!"

"If I could give zero stars, I would. This establishment has been an absolute disappointment. The overall quality of grooming services they offer is far below par, leaving pets looking unkempt and unsatisfied. It's disheartening to see how little they seem to care about the well-being of the animals they handle. The owners' behavior is nothing short of appalling. Their lack of courtesy and respect towards customers is truly disconcerting. They show a complete disregard for any concerns raised by pet owners, refusing to take responsibility for any mishaps and instead choosing to shift blame onto others. This kind of unprofessionalism is completely unacceptable. Numerous reports of dogs getting injured during grooming sessions have surfaced, and it's deeply concerning that such incidents are treated lightly by the owners. They should prioritize the safety and comfort of their animal clients, but it appears to be an afterthought to them. Attempts to resolve issues with them are met with hostility and aggression. Rather than addressing complaints calmly and professionally, they resort to screaming and arguing, making the whole experience even more distressing for the already concerned pet owners. I urge everyone to stay away from this place, as it clearly lacks the competence and compassion required for a reputable grooming service. Instead of creating a safe and enjoyable environment for pets, they seem to prioritize their ego over the well-being of the animals and their human clientele. Save yourself the trouble and find a more caring and skilled establishment for your beloved pets."

"I have had the honored opportunity to have had Kait and Chad of the Dog Spaw grooming my two dogs for over 13 years. I started with Kait well before the spa opened in East Rochester. Both she and Chad, not only care about the well-being of our dogs, but also care about the proper grooming of Belle and Angel. My wife and I will never go to any other groomer, because the knowledge, expertise and personalized care they demonstrate at the Dog Spaw, are second to none. You will never find a groomer in the Rochester area that will match them. We have been blessed to have such kind and considerate groomers that we can call “our dogs’ best friends.”"

"This place is even lucky enough to get one star. I had to because of stupid google. DO NOT TAKE YOUR ANIMALS HERE. The groomers left my dog half groomed and refused to take him back. Claiming they had a medical emergency and told me he could come back the next day and ignored my calls all day. Then when they answered, the owner would not let me get one single word in and screamed at me the whole time. They are terrible, ruthless, mean, inconsiderate people and should never be in charge of taking care of animals. SHUT IT DOWN."

"I was attempting to schedule an appointment - initially on the phone with a man who seemed very nice, then placed on hold while waiting for the owner. When the owner joined the call, everything was different. She is extremely rude, aggressive, and overbearing. No customer service skills, whatsoever. I could not get a word in, and after the 3rd time being interrupted, I opted to take my business elsewhere. Definitely not worth your time, energy, or money at this place. This is the ONLY google review I have ever posted - this place is so bad, I had to share my experience so others could avoid it. To the owner, learn some patience. We are all overworked, short-staffed, and busy. When someone is speaking (especially after waiting on hold for 15 minutes), let them get their single question out, before you interrupt. I'm sure you know these things, but don't care."