The Paw Spa Kaysville — Local services in Kaysville

I wanted to express my disappointment with my experience during today’s visit. I was surprised to see an additional $10 charge for my dog being labeled as "difficult," especially since there was no clear definition of what that entails—it's entirely at the groomer's discretion. I was told she sat too much - that is a good dog not a difficult dog. And I was told she was difficult before so it makes sense to be charged again - so you can just keep charging me an extra $10 from now on? My dog has been groomed before without any issues or extra fees, so I'm puzzled as to why these two times were different.

Could it be that the challenge lies with the groomer rather than my dog? I find it hard to believe that my dog could have changed so much from a previous grooming where we were not charged any extra fee. Additionally, I believe that such fees should be communicated upfront, as I didn’t see any notice about this on the chalkboard, website, or anywhere else. And this isn’t the first time a new fee (credit card fee, late fee, late pickup fee, etc.)or change wasn’t communicated!

Moreover, I am not satisfied with the quality of the haircut; it appears choppy and does not meet the standards of previous services. Also, it’s difficult for me to understand how my dog could be considered difficult when the grooming was completed in under an hour, which is the quickest she's ever been done. And I honestly can barely tell she got groomed. I recommend for everyone do not pay until you see your dog, then you can provide an appropriate tip for the service.

In the end, you mentioned it would take around two hours, and completed in less than an hour with a bad haircut. So I’m left questioning the reasoning behind the extra charge, why I paid for a bad haircut, and wondering why I should remain a customer at this business.

Thank you for your attention to these concerns.

Thank you for your response. However, I would like to clarify the issue—at no point was I informed of the specific charges, nor was I provided with a detailed receipt outlining the costs. The receipts I received only show a total price, without any breakdown of services or fees. I only noticed a discrepancy when I remembered a lower price from a previous visit.

This information is not readily available on your website, nor was it communicated to me until after the fact. While I was satisfied with the grooming service last April, unfortunately, the recent grooming experience did not meet the same standard.

I’m concerned about the lack of consistency in both your pricing and grooming services. It seems that the groomer's approach can vary, which can lead to confusion. And the groomers never informed me my dog was difficult. Furthermore, your response seems to place the blame on me, and I feel that the issues I raised have not been fully acknowledged or addressed on your end.

I would appreciate it if you could take ownership of the concerns I’ve mentioned and work toward a clearer, more standardized process...

I feel it necessary to address Tawni, the owner of The Paw Spa’s recent comments regarding my one-star review, as they underscore the unprofessionalism that prompted my feedback in the first place. Her response to my honest critique, which included personal attacks and unsubstantiated claims of bullying and harassment, raises concerns about her respect for long-term clients. I have been a supporter of her business for nearly five years, regularly bringing my dog in for grooming appointments since she was a puppy. Unfortunately, during a recent scheduling mix-up, rather than receiving the professionalism and support I expected, we encountered dismissive attitudes and unprofessional remarks from her. Despite numerous attempts to contact her business, our calls went unanswered, and our concerns were not addressed. After several hours without a response, my husband reached out via text to request a grooming appointment for our dog. Tawni, the owner, immediately texted back, insisting that payment for an alleged second no-show fee be made to her personal Venmo account before scheduling could occur. In our five years of patronage, we have never compensated her through her personal Venmo; we have always paid proper invoices from The Paw Spa, which are reflected in our bank statements. Requesting that payments be made to her personal account raised legitimate concerns for us. We felt that her request not only lacked transparency but also would have left no official record of the transaction. When my husband sought clarification and asked for a phone conversation, her response was dismissive. She indicated that she would call back at a "less busy" time but did not follow up. Furthermore, when he informed her via text that he does not use Venmo, she did not provide an alternative payment method. It is important to clarify that we have never declined to pay her; we fully understand the importance of operating a business and have always paid any legitimate fees owed. The lack of follow-through on her part to call us and clarify the issue after she stated she would, along with her failure to offer an alternative payment method, combined with our unsuccessful attempts to reach a resolution, ultimately led me to leave a one-star review for her business. Her unwillingness to acknowledge or learn from these missteps is concerning. How she treats long-standing clients reflects her management style and practices, rather than my actions. Had I known that she exhibited such disregard and unprofessional behavior, I would not have continued to support her business for these past five years. Regrettably, her approach has compelled me to seek alternatives for my pet's...

Great hair cut and bath for the dogs. Best around by far. Far more expensive than anywhere else I have taken him though by far. Very fast and great job though so probably reflected in the price. That said, prices have continued to drastically escalate over the last two years. It’s almost $300 for two medium sized dogs’ grooming and around $80 for just a quick bath for the two. The quality probably justifies the price but it’s now over what I’m willing to pay. The biggest factor I won’t be returning is the lack of customer centric attitude from the owner. She is always short and almost rude. Today I mistakenly thought my appointment was an earlier time. Not cordialities or friendliness about it. They charged us hourly boarding fees because they were early. I said I could return at the later time but would be 10-15 min late due to another appointment. That was unacceptable and the appointment would be canceled if we did that. So I got stuck paying hourly boarding fees for being early. I could probably handle it if it was even presented in a friendly way with a smile but it was as though we were just an inconvenience to the owner so this will be our last time coming here.

-updated review 4/6/23 to 1 star. -updated review 7/11/23 due to poor customer service public response on review. Learn a lesson from Stew Leonard and his 2 rules. Publicly insult a customer and lose all their business and all their friends’ business. I wish the same on you. As a CEO of a $20M business, I cannot imagine insulting my worst customer, let alone publicly. Leave it alone and you continue without negative press. Last I checked, early is not poor...