Penny's Pup Wash — Attraction in Costa Mesa

I’ve come to Penny’s pup wash for years. Usually it’s a simple, frictionless self-service wash. Over time, the great employees with real customer service have come and gone.

As a business owner, I too understand hiring challenges. But Sunday Nov 2, 2025 will be the last time I go to Penny’s for a long time, if ever.

Just close at 3:30 PM on Sundays if you don’t want to work and plan to turn people away.

Don’t post hours you refuse or dread to honor.

When customers show up within posted hours, don’t rush them out and act like they’re an inconvenience.

I walked in around 4:07-4:10 PM. I was greeted with: “We close at 5. All tubs are busy. Put your name down and if one opens before cutoff, I’ll let you know.”

No hello. No welcome. No respect for someone who drove 20 minutes to spend money there.

If employees don’t want to work, stay home.

Rushing paying customers who arrive within posted hours is unprofessional and disrespectful.

The tone was urgency and pushing me out. I put my name down anyway.

Another woman walked in and the employee was suddenly pleasant and patient. Same info, but delivered politely. The difference in tone was obvious.

Then a tub opened and I washed my dog.

Another woman came and again the employee was friendlier with her than she had been with me, yet still turned her away—even though the store was basically already cleaned and empty. That guest probably could’ve washed quickly. Rejecting business like that costs more than business that day.

At 4:30 PM, while I’m washing, she interrupts to announce (again) they close at 5 and she’s shutting everything down in 30 minutes. She repeated it multiple times.

I finally said, “Yes, I know you close at five. It’s all you’ve talked about since I arrived.” She backpedaled saying people argue, so she has to make it clear.

I told her I’ve been coming for years and no one ever acted like that.

No greeting—just a rehearsed push to get me to leave. I told her I won’t be coming back.

If staff don’t want to work the posted hours, then change the hours. Put 3:45 PM on Google and only accept washes until 4:15 PM. Train staff to greet guests, explain the cut-off, and still treat customers like customers.

She even told another guest that the day before was their busiest day ever—and she did not sound happy. Clearly exhausted and over it.

Retail sucks, I get it. Low pay, long days—but still no excuse not to work the posted hours and treat customers decently.

Years ago there was a young woman here who was consistently professional and respectful.

She always earned a tip. Sadly, that level of...

I use the self bathe option as a disabled woman with mobility and joint issues, and Penny's Pup Wash is amazing. The tubs are high enough that it's not awful on my back while washing, and the variety of provided soaps and conditioners is great. You can ask the staff questions about bathing if you're new to it, and the staff are excellent with dogs. One of the staff helped me last time, as I'm currently in a sling, and the way she handled my dog was adoring and professional. The dryer area is outside with various grooming tables of different heights and sizes. As someone with a husky mix, I GREATLY appreciate having an outdoor area to dry off my dog. All that undercoat fluff going to the birds instead of down a tub drain is awesome. Plus, with drying outside and not in the tub, the baths are freed up more quickly and you don't have to worry about your almost dried dog sitting down in a still-wet tub! Lastly, I had the pleasure of meeting the owner, Penny, and her human. Penny is exactly what you would hope for in a little Italian greyhound with a groomer for her person: she was clean, incredibly soft (I've never petted an Italian greyhound this soft before), extremely sweet and well behaved. I admit I was a bit nervous as she was loose in the shop (and as a service dog handler, I've run into a lot of reactive shop dogs), but Penny speaks both human and dog excellently. Her person was also extremely professional, not pushy nor a push over, and treated his staff wonderfully. It definitely seems like the work environment provided is good, and it's an excellent place to take your dog for a post-beach wash. If I could rate them...

The first time I brought my Malamute in they did a great job. The price was really high(more then I ever paid) but she looked great. The next time I wasn't as happy, her nails weren't done and they didn't really due much trimming around her tail and potty area, the price went down a little but still more then I'd paid elsewhere, I just figured I wouldn't go back, but I got a call for a photoshoot for my dog and couldn't get her in at another place so went back and they were great to get her in and all but again wasn't pleased with her grooming. Same price but did less, I know I have a big furry dog and with different people doing the grooming it might be a challenge but the amount I paid seems a little much. The people there are very nice and I like the cute little cottage it's in, they also offer do yourself dog washes. I believe that it's just my experience, and not an overall review. I would recommend them to others but I...