Brooklyn Paw House — Attraction in New York

I don’t typically leave negative reviews especially for small, locally owned businesses but my experience with Brooklyn Paw House was really really poor.

I was excited to bring in my puppy for her first ever grooming appointment and found the process of booking quite difficult. I had to call in a handful of times to complete the online registration and finish booking the appointment.

My puppy has a mixed coat with long hair on top, short hair on the lower half of her body and feathering along her legs and tail. I booked a puppy groom & nail trim service that should have totaled $91 ($76 + $15).

When we arrived the place was quite dirty and chaotic. The floors were visibly dirty, the phone was ringing off the hook, the front desk area was difficult to get to behind large empty shelves, the attendant did not greet us properly or seem to know what they were doing at all and it was extremely difficult to hear as there were several loose dogs barking incredibly loudly behind the desk making it impossible to carry on a conversation. I had to raise my voice and scream to be heard and check in for my appointment. The process was so jarring and poorly managed that I felt uncertain about leaving my puppy in their care. I was also confused as to why the other dogs were not properly enclosed in a separate area as this created lots of unnecessary confusion and chaos for both me and my puppy.

When I arrived to pick up my puppy I noticed her top long hair was still pretty long. It looked like it had barely touched so I and asked if it could be cut shorter with clippers and they told me no because it would look patchy. Additionally they told me they needed to up-charge me for a full groom ($99) for some reason that wasn’t explained clearly. Wasn’t this something they should have told me and got approval for when I checked in? I know $8 is not a huge difference but this combined with the chaos from before and barely there haircut made it seem not worth it. Especially as a first time customer.

I came home and immediately used clippers with a large long guard to finish the haircut myself and it ended up looking great (not at all patchy) so I feel pretty ripped off.

Safe to say that we won’t be returning. I feel like I paid $100 for them to trim her nails and tail. The environment was chaotic, loud and uncomfortable. Luckily my puppy has a pretty good temperament but if she had been nervous or hesitant at all I don’t think this experience would set a good precedent for grooming appointments moving forward. I would not recommend using this place if you have a very reactive or sensitive dog.

We’ll be finding a different groomer for her grooming needs...

I'm having mixed feelings about leaving the review because I feel some sort of a way. I have two fur babies...one of which has a bark that is high pitched when excited. Before I got him, my older dog was a good fit for daycare and boarding as she's less vocal than he his. I was disappointed to hear that because of his high pitched (non-aggressive) barking that he wouldn't be a good fit for boarding. He gets excited when he sees other dogs...it wasn't an aggression problem and he's calm at home. There wasn't an attempt to even try to board him overnight, this was just based on his daycare interactions. I'm disappointed as I wanted to support a local neighborhood business but obviously it wasn't a good fit according to whomever I spoke with. I really liked coming before this encounter, but now I have to consider other options. I don't feel welcomed anymore.

7/13/21

Hi it's me again... Thank you for your very detailed, long response. This is the first I'm hearing Ginger was ever an issue...good to know. My review is what it is...this is what I felt and that was my experience. I'm new to the whole doggy daycare experience. I was frustrated because as you remember I was extremely pregnant and trying to set something up for when I would go into labor. I know Mango is a challenge, his barks can be a bit much when he's excited. I just felt like there was no compassion given the fact that my sole purpose for boarding was because I was literally due to give birth any time then and I was hoping for some consideration given the fact that I had some type of history with you guys. Instead I felt written off. I view my dogs as children...imagine if I would send my child to daycare and they told me he couldn't be accommodated because he cried too much? That would be...distressing. And that's how I felt. What conversation should I have had with you after you guys said he was too loud? Should I have begged? I was pregnant, and didn't have time for that. Now that I have given birth...I really had time to reflect and I just didn't like the way it was handed. That's my opinion. You have your business and chose to run it and make accommodations as you see fit. Let's just end it here. And I apologize for any disruption that my dogs have caused to your business, staff...

went here three times always got the highest priced package,,the work was never super""" always just ok,,, always tipped in cash,!!!! always!!!!!!! yet as soon as I got sick and canceled 13 hrs before my appointment!!!! yet that wasnt good enough as if someone was waiting for my dog who is never fully groomed completely and always left waiting when we arrive anyway!!!! its ok if they cancel on you,, but you cant! they tell me they want to charge my card for canceling hours in advance !!!!! are you kidding me!! i donate to this place.many times...

I always tipp you ,i use your services! but i cant get sick ? gtfoh ,or they can't groom my pup..!!!!? they didnt care anything about me at all... ,,spoke to me like a small child who was being scolded by my mother ,,,.. I dont call that customer service!!!! nor the smart remarks on my health!!! this is the covid world people get sick.. how dare you try to cash in on my family's sickness,, ,, absolutely no compassion... their attitudes were nasty and very brief and vain made me feel horrible ,, the fact that i was a returning customer ment nothing !! they dont value thier customers,,,they are very ungrateful .. and all of them could use a class on social skills , I wouldn't refer anyone here,, go somewhere where you can get people who care about your pup,,, not just your money !!!!!!!! not to mention the place is tiny FYI nobody seems responsive to complaints .. don't do it they dont appreciate ...