Bad communication and dishonesty
Our first visit to Pink Bone Pet Grooming Salon was on August 8, 2025 and it was excellent. I originally left a 5-star review because my Shih Tzu received one of the best haircut he’s ever had, and the overall experience was outstanding. The staff at the time, especially the front desk and Maria, our original groomer, were wonderful. We returned again on September 26th and had another great experience.
Unfortunately, things began to go downhill starting November 4th.
On that visit, our dog was handed off to a completely different groomer without any notice, despite us specifically booking with our usual groomer. There was no communication, no courtesy check-in, and no option to reschedule. They simply made the decision for us. The haircut was so poorly done that I had to ask for it to be fixed before leaving. Even after a second attempt, it was still unacceptable, and we were rushed out because they were closing.
The next day, I contacted the owner, Mila, who asked me to bring my dog back, a 45-minute drive each way. When she first saw the haircut, she immediately acknowledged how bad it was and initially offered a discount for the inconvenience on the next visit. However, after redoing the groom herself and seeing just how unacceptable it truly was, she ultimately issued a full refund. While that was appreciated, the situation seriously questioned the salon, but….. they handled the situation pretty professionally.
On our most recent visit, today Jan 2nd 2026 When I picked him up, I was told that my Shih Tzu was “difficult” and that behavioral notes were being kept, similar to haircut notes. We were informed that future visits may cost more based on his behavior. I asked if he had been taken out to use the bathroom because sometimes that causes him to be difficult and was told he was fine. However, the moment we stepped outside he was desperately circling and relieved himself within 30 seconds
I fully understand that my Shih Tzu isn’t the easiest to groom, but I have consistently and clearly explained how to handle him: start with his front paws, which are his most sensitive area, and if he becomes especially difficult, it usually means he needs a bathroom break. These instructions have been communicated multiple times, yet they continue to be overlooked. This lack of attentiveness makes the experience stressful for my dog and frustrating for us.
Given how poor the communication has become, it’s hard not to question how accurately his notes, both behavioral and grooming are being recorded or passed along, as neither his haircut nor his handling ever seem to reflect what has been discussed.