Luxe Pet Resort — Attraction in Boston

I brought my dog to Luxe Pet Resort to be bathed and groomed. I was immediately told by the receptionist that I was thirty minutes late and my appointment was canceled. I showed her the text message I sent to the groomer asking if I could come a half hour later. The groomer replied "Sure can!" The groomer came out, looked at my dog and told me that he was badly matted and that she would just shave him. I said I didn't want that. She said she was sorry and walked away. If she had told me I would have to pay more, I would have. If she told me that I had to bring him back a second time in order to finish the job, I would have. Instead, she let me walk out the door. Luxe has facilities there to groom your dog if you want. They didn't even offer that. Customer service in the US is in the toilet. Luxe is a good example of poor...

I just moved here from Kansas City where I have never had a problem boarding my senior dog. Took me a month to get all the paperwork and tests done before they would even meet my dogs. I was very up front about how old my senior dog is, 16 years old. She went through the meet and greet and the day care stay. When I picked her up they told me they would not board her. This was the day before I was to leave. When asked why the only thing they would say is that it wasn’t safe, but when I pressed for details they just said she was over ten. I asked them to just keep her in one of their kennels and was told they didn’t, wouldn’t do that she had to go out with all the other dogs. They were unwilling to...

The worst customer service. I knew I should have cancelled my first appointment with them when the person I spoke with on the phone was rude and annoyed by me asking many questions so I could familiarize myself with their process. When I arrived, the first thing I heard was the male employee outside in the fenced in yard screaming at one of the dogs. I am all for stern discipline when it comes to pups, but this was far beyond that. When initially meeting him, for my dogs first visit he immediately had an attitude, was rude, and dismissive. My dog has been to multiple daycares/playgroups 2-3 times a week for 2+ years and this is one I would never recommend. I'm very happy that I will not...