Lucky Dog Bark - Charlotte — Attraction in Charlotte

I'm so disappointed in Lucky Dog CLT Daycare/Boarding Dogs and Lucky Dog Bark & Brew Charlotte . Ever since Village Pet bought them out near the end of last year, every experience has been a living nightmare. I requested a refund for unused daycare passes MONTHS ago, and after waiting weeks for approval from the regional manager, it was finally approved, but not sent out until much later. I asked for confirmation that they had the right address on file, and let them know I'd be moving shortly, so I'd appreciate sending it quickly or I'd be willing to come pick up the check, but no, they wanted to mail it. So, they said they sent the check on May 5th. After a couple of weeks went by, I called and emailed for updates. They said their mail has been taking up to a month to get to its location. Fine. Two more weeks go by, nothing. This whole time, Carla, the manager in charge of this case, would say she'd keep me updated via email. That has not happened even ONCE. And I sent emails AND made phone calls requesting updates. It didn't matter. She completely ignored these messages except ONE time. Anyway, I call for an update after it's been over a month. I'm told the cash has been checked at Bank of America. How funny. I don't HAVE Bank of America. So I guess that the check wasn't sent to the correct address, after all. I talk to two different managers, who both say they're going to go over Carla and speak to the regional manager about the situation to try to escalate it. These were over the past two weeks, and guess what? Still nothing. I physically go to the location and request a physical check. Oh, well, I, as the general manager, am unable to authorize that. I say it's already been authorized and have emails of the conversation to show him. Nope, not good enough. He's going to escalate the situation. I call back a few days later. He's not had a response. So now I'm at a new address all together, I still haven't been given a refund check, I don't even get updates unless I personally call them. And a bonus, when I went to speak in person, I was celebrating my dog's birthday and took him to the bar side to run and play with other dogs. There was only one worker, who turned out to be the bar manager, peering out to see the dogs at the door, who watched other dogs instigate other dogs and jump on my dog (this was NOT playing, and my dog would have been hurt if I didn't pick him up). I talked to the manager about this and he just kept saying "I'm watching them, yeah, they're just playing. They've been playing for five minutes." So we weren't there for 15 minutes before we left because it was unsafe. We've gone to Lucky Dog for play, daycare, baths, and boarding since Rory was a puppy, but I'm absolutely heartbroken by the lack of care for the dogs and integrity of customer service both on the bar side and the boarding side. We won't be going back, and I don't recommend anyone...

I'm so disappointed in the Lucky Dog Bark & Brew tonight.. Let me start by saying I never leave reviews as I work in the service industry and I understand how things are completely, but there was no excuse for how things panned out here tonight. My boyfriend and I have been bringing our puppy Kobe here three days a week since May. We know the staff and managers well and have never had a problem until tonight. Upon walking in, we noticed a few dogs that seemed to be uptight and maybe even a little aggressive. We decided to go in anyways in hopes these dogs were just excited to see a new comer. We entered the patio, I went to the bar to grab a drink, and my boyfriend kept an eye on our pup. Suddenly I hear snarling, yelping, and barking. I look over to see my boyfriend running to the scene and my first thought was that our dog had been hurt, as he ins't aggressive at all, he's a big puppy and he doesn't understand how big he is. As it turns out, my dog seemed to be playing with a SMALL puppy and the owner of this puppy took it upon himself to sling my dog to the side which began the downfall of the night. He and my boyfriend had words, and walked away. This gentlemen's girlfriend then walked up to my boyfriend, threatened to KICK my dog, and threatened to kick his a$$. Okay, fine they walked inside. We took our dog inside until we could get a manager and explain the situation, of which we had witnesses to. As I was inside waiting on the managers to get both stories, the girlfriend of the said gentlemen who slung my dog across the patio began to antagonize me and told me she would kick my dog, multiple times. We explained the situation to the managers again, and they decided to do nothing so we left. Now, as I said I work in the service industry. I bartend and serve at a restaurant/night club. In any case, they should have told both parties to leave, instead they decided to do nothing. There are areas outside and inside specifically for small dogs including puppies. I don't think it's fair that we had to leave in this situation because of others not following the rules. Very disappointed, unfortunately you guys lost two regular...

After contacting a couple of boarders via telephone and learning that they prefer you to stop in for a tour instead of making an appointment when assessing their services (it keeps them on their toes) I stopped by the Charlotte location at 12:15 pm today. I asked if I could take a tour as I am considering their boarding services. The woman at the front desk said that tours are between 11 am - 1 pm and that I needed an appointment. I said, "great, I'd like to make an appointment for today since it is 12:15 pm." She was very annoyed and said it wasn't possible because "the dogs are out" and for legal reasons they cannot let me walk around. OK - I asked to schedule an appointment for a tour on another day, for which she still wouldn't schedule but told me I could schedule one online. Since I was there, I asked if I could ask a few questions about their services without touring the facilities. She was extremely annoyed but answered my questions and even showed me the facilities via the camera footage on her iPad. It was very hard to tell how large the kennels are and to see the play spaces. The cameras are for the employees only. Why are they watching dogs on camera instead of in person? She said that they do not have web cams for customers to view their pets because they post lots of pictures on FB. Are they going to post pictures of dogs in distress? Or being neglected? If this is how their handlers deal with people, I would hate to see how they treat the dogs. I drove to Pet Paradise Charlotte Airport directly from Lucky Dog and met the friendliest employees including groomers, received a full tour, viewed their web footage which I will view in the future from my phone, and booked both dogs for two weeks. There are better options for your pets than Lucky Dog...