This is now the 8th time I have responded to this SAME review so I will just copy and paste my response left for the other 7.
I understand completely that people need someone to blame in situations like this except that there are very key facts that are missing from this review. Shiraz is a great little puppy but is extremely hyperactive to the point that the owner herself had a 10 minute conversation with me about how "out of control" he was and where to go for training. She's also failed to mention that when she came to pick him up I had another conversation with her about how Shiraz did okay for the grooming but we chose to not hand dry him because of how hard he was straining and pulling on the lead for the groom and the bath. I told her that when dogs have protruding eyes like Shiraz's it's extremely easy for them to burst blood vessels in their eyes when they strain like that and we chose to not hand dry him because we were concerned that this might happen. Obviously, he was straining internally even harder than we realized and he did burst blood vessels. The owner also failed to mention to her vet this obviously important fact and conversation, as well. When we let Shiraz out he ran out to greet her and we talked AGAIN about what a happy go lucky little guy he was. Shiraz was bouncing all over the front reception area like a normal puppy and was not acting traumatized because there was nothing traumatic that happened. Broken blood vessels in the eye, although look horrific, are painless, clear up on their own and can occur from things as simple as sneezing too hard, constipation and straining. I understand the owner being upset; Shiraz is her baby but like I explained to her, I would take full responsibility if there was something that we could have done differently or if was caused by negligence on our part but unfortunately it was result of the straining/actions of her dog not by any action of ours and would have happened regardless of which grooming salon was handling him. The owner told me she was giving me "an opportunity to make things right" (ie: pay the vet bill) but unfortunately there was nothing we did wrong in the first place. Our shop is completely open concept and we encourage anyone to come in, watch through our floor to ceiling front windows or even sit in their cars and watch; we are the most transparent grooming salon in this city and any accusation of abuse of any sort is completely unfounded. I'm sincerely sorry this happened to Shiraz and that the owners were stuck with a vet bill but sometimes things happen where there simply is no one to blame.
8/30/2013 1:29:15 PM -