poor business ethics and customer service

Very disappointed with Healthy Hound Playground (Rockville). Our dog had an emergency situation at the very last minute and we could not take him to his grooming appointment (we had to rush him to the Doctor instead with a stick stuck inside his mouth). We requested some consideration regarding fees due to the unforeseeable circumstances, but the manager insisted that this was not possible and we had to pay the entire amount. She was totally unsympathetic (didn’t even ask how our dog was doing or what had happened...) and insisted over and over again that “the groomers work on commission and last-minute cancellations do not allow them time to rebook with another client. … “and also that we had signed the Grooming Agreement. In our opinion this shows poor attitude and customer service. “Legal” and “ethics” are not necessarily the same and Healthy Hound’s action may be legal but definitely not ethical. Any business that displays this kind of management attitude and poor customer service cannot motivate their employees to perform their roles with integrity and potential customers may need to think twice before availing of services at Healthy Hound Playground.

Jun. 21, 2023