My wife has been a long-time customer of Glamour Paws in Kearns. We're talking about 10 years or so. She has always been pleased with their work, and complimented the groomers. The ONLY time she has had anything to say that could be construed as negative was when she was charged a higher amount that she wasn't expecting, and she asked why it was that amount. When it was explained that extra work was needed, she didn't argue and she paid the full amount.
My wife called today to make an appointment for one of our dogs to be groomed. Question: if she was always expressing dissatisfaction with Glamour Paws' work, would she CONTINUE TO GO BACK FOR 10 YEARS? She was told they were booked for the rest of the week, but she could get in on Saturday. PROBLEM: We are Seventh-day Adventists. Our Sabbath is on Saturdays. We avoid doing business on Saturdays. My wife said Saturday wasn't possible. She was told they could get her in the following Wednesday. She said that Wednesday would work, and she didn't say it in a mean or nasty way. My wife was suddenly pulled away by a student she needed to teach at our home and unintentionally hung up the phone before final arrangements were made with Glamour Paws.
The owner of Glamour Paws then called my wife at home in the middle of her lesson and proceeded to chew her out, telling my wife she no longer wanted her business because she always ""whined"" and ""bitched."" In the middle of my wife telling her she must have mistaken her with someone else, the owner hung up the phone.
I called and left a message for the owner to call me. I wasn't nasty about it, and I left two messages because the connection wasn't clear. I wasn't mean or nasty in my messages. The owner, Desiree Young, returned my call, and I just asked for an explanation for my wife getting chewed out. As soon as she said something about my wife refusing an appointment for Saturday (again, our Sabbath), I started to explain. Desiree immediately jumped in and started chewing me out, saying we had our chance to give our side (well, not really true on her part) and now IT WAS HER TURN. I said, ""Excuse me. Excuse me,"" and tried to continue to explain, but she wasn't going to let it happen. I backed off and let her talk freely. She went on and on about how my wife was ""never satisfied,"" ""always complained,"" ""never paid a tip (could that be the biggest reason for the blowup? My wife's on a pretty limited budget, and she didn't know a tip was required),"" Glamour Paws has ""a lot of customers and we certainly don't need your wife's business"" -- on and on, uninterrupted. I moved the phone on my face, and my cheek may have pushed a button that disconnected the call. Perfect storm, right?
I tried calling her back to say that I didn't hang up on her. Desiree called back instead, and as soon as I pushed the button on the phone to talk, before I said a word, she was all over me again. Wouldn't let me get a word in edgewise, and when I did say anything Desiree was very snotty. By that time, I was getting angry and started shouting to be heard. She wasn't about to give in. I told her, ""This time, I am hanging up.""
Again, for 10 years or so, my wife has been a loyal customer. She has always expressed her satisfaction to the groomers. She has rarely said anything about the price, only asking a question when it was higher than expected -- BUT STILL NOT ARGUING AND PAYING THE FULL PRICE!
And this is how Glamour Paws handles it?
Another funny part ... all this happened on my wife's birthday. Happy birthday, honey!!!! WOOHOO!!
If you're going to be a Glamour Paws customer ... BETTER MAKE DARN SURE YOU PAY A TIP AND A COMPLIMENT!