Pet Paradise Lake Norman — Local services in Huntersville

For my dog's first 6 months of going to Pet Paradise, HUNTERSVILLE location, everything was great. He's now a year old and the consistency of quality service is no longer there. In the past couple of weeks my dog has been there for long stays. Both times I scheduled a 'go home bath'. They advised due to his breed, it would be an ultimate grooming or bath...which is fine. The issue is that both times I picked him up and there was no bath. The groomer, Emily, a couple of months back told me I canceled an appointment and would need to pay a deposit before scheduling a grooming. I explained I never canceled an appointment. I called the front desk to confirm whether I had an appointment and they said I did not. Fast forward- I contacted the 800# to share that it's frustrating to be held to something that was out of my control (ESPECIALLY...when we pay a monthly membership!). Oh- I left out another time they confirmed a bath... and when I arrived, Emily took him back. Once I left, she texted to tell me she couldn't do his bath.. that he needed an ultimate and she didn't have time. On another date following, I scheduled an appointment. The appointment was confirmed and I received a confirmation. A while later, an email came through that the appointment was canceled. Now- I believe all of this is about a deposit, which the corporate office scheduled to override. The deposit was never the issue. It's the reprimand for something that I never canceled. My dog was with Pet Paradise for 8 days while we were out of the country. The very next week, he was with them for the weekend. If we're paying $500 for a stay, who cares about a deposit for a bath? It was never about the money. It's the principle of customer service for your members. This last visit was the straw for me. I picked my dog up and he was oily and smelled. When I asked what happened to his bath, the reply was... "Oh, Emily said his ears were matted and she didn't have time to finish. So she didn't get to his bath because she had to leave for an appointment." Then they proceeded to ask me if I paid a deposit. The corporate office scheduled it and advised to waive the deposit. So now it just seems personal. I did send Emily a message to advise it's simply professional to have a conversation with clients instead of having them pick up a dirty dog. Surprise- no response. If the deposit was an issue, why not call and communicate with the client? And if the dog is WITH you on site for an extended stay, the deposit is for what?? He's there! I'm so over it. I was advised the manager of the facility would call me. It's almost a week later... no call. Oh! And I left out that the corporate office said they had my 1 year old standard poodle in the system as 'deceased'. So done....!!! In search of a quality Pet Paradise facility or other company that understands the importance of excellent customer service and care. I have, finally, found a groomer that loves my Levi. 🥰

Thanks for the disappointment, Pet Paradise,...

Long overdue for my review. I have a boy and girl cat. The first time my boy cat didn’t do well because the groomer got water in his ear. It took nearly a week and half plus a vet bill to get him back to normal. His equilibrium was off and when he would jump up on the bed he loose his balance because the water in his ear. I allowed that encounter to slide because things can happen, but when my female cat went to get groomed the second time. I was told that they specialize in grooming cats and we know how cats are with water. I was informed by a young female that since you two it would be a while and they would contact me once they both were groomed. We requested that the female have additional services since her hair was long. Well, a couple hours in I get a phone call from an unprofessional and immature, female saying you need to come and get your female cat only. We weren’t successful in grooming her and they threw her in a kennel. She looked like she was placed in a blender, Half chopped up orange hair cat. It was horrible and my husband and I had to stop in the middle of our day planning to come back from the time allowed to pickup my animals. The young people working at the spa needs to work better on their professional skills, development and delivery. Never call a customer overly aggressive and dramatic because you couldn’t deliver a service for animal. To top it off we had to drive down the road and spend $150 to fix big time what pet spa messed up. It appears the mama and papa hole in the wall places offer greater services then these so called upscale businesses. Check out Beatties Ford Rd for grooming. Also Monroe rd/ Mint Hill …Matthews area has a list of providers to...

If I could give zero stars I would. I tried to resolve the bad service I received by corporate and with the manager and reached no where. I took my dog to get groomed Nov 22,2021 and from the beginning when I was asked how I wanted to get him groomed and got a dirty look from one of the groomers I should have took my pet home. I have an Australian shepherd and I get him groomed a particular way because of his long hair and was told multiple times they do not do despite me paying for services. Once I left him I was texted and I asked if I could get a phone call so I could verbally tell the young lady what I wanted, which I have always gotten him groomed the way I wanted at 2 others groomers no problem. We went back and forth several times about the grooming instead of her calling she kept texting she didn't know what I meant. Until I told her I no longer wanted the services and she waited and text me almost 15 mins later to say oh he is already washed etc. I spoke to the manager described to him what I wanted almost 6 hours later they tell me we couldn't do what you asked he wouldn't cooperate but managed to cut him how they desired to managed to clip his nails and it looked like nothing was done I wanted a refund because I declined the service and wa made aware after the fact that she started even though she was confused on what to do I will never use their daycare grooming services and it was the principal that me and my dog was mistreated he was very upset when arriving home but I took him to another groomer who had no problems despite the pet paradise unprofessional groomer saying other wise because you had a problem with how I wanted to cut my dog's...