Your New Puppy — Local services in Liberty Township

Complaint Against: Your New Puppy

On August 18th, I visited Your New Puppy with my children. We were very excited to see a puppy I had told them about. Unfortunately, we were treated extremely rudely by the store manager.

While my daughter was holding a puppy, it briefly jumped from her arms from a very short distance. The puppy was not harmed in any way. The manager came out very hostile telling us we couldn’t hold any puppies while sitting on the bench. Once we were done playing with the puppy and wanted to see another puppy, the worker went to retrieve the other puppy we were interested in, but she came back with my driver’s license saying that her manager said we couldn’t see the other puppy. We were not allowed to continue and had to leave the store.

The way this was handled was deeply upsetting. My children and I were excited to spend time with the puppies, but instead we were humiliated, chastised, and treated as though we had done something wrong or harmful. I care deeply about the safety and well-being of puppies, and I would never intentionally put one at risk. The manager’s attitude felt like ridicule, which was completely unacceptable.

What is especially concerning is that I had visited the store the day before (with a different staff member on duty) and there were no issues at all. I responsibly held a puppy from the bench the entire time without any problems.

This inconsistency, along with the rude and dismissive behavior of the manager, created a very negative and hurtful experience for me and my children. I am requesting that this complaint be documented with the BBB so that other families are aware of how customers are treated at this establishment.

My response to the owner: First, I ask that my children be left out of this matter. Their behavior is being used as a deflection from the true issue at hand. At no point during our visit did anyone raise concerns about their behavior. My children were not behaving badly in the common area with the dogs, and their actions were not the cause of this incident.

The real issue was the way the manager addressed and treated me. He spoke to me in a condescending manner, as though I were a child, when I sat on the bench holding a puppy. That was the moment he decided we could not hold another puppy, and shortly after, we were told to leave the store.

My understanding of the policy was that my small children (my twins) were required to sit on the floor to hold the puppies, and they followed that policy exactly. I sat on the bench, and my teenage daughter—who is taller than I am—joined me there. I did not understand that she, too, was expected to sit on the floor. This was a misunderstanding, not willful disregard of policy. Unfortunately, there was no chance to clarify or resolve the situation due to the manager’s hostile and disrespectful approach.

If the manager had been courteous and respectful, this misunderstanding could have been avoided. His tone and actions escalated the situation unnecessarily. My hope is that you will coach your manager on handling customer interactions with professionalism and respect. Even when a perceived policy violation occurs, there is always an opportunity to handle it with kindness and clear communication.

I urge you to take this as a learning and growth opportunity for your staff and...

I am giving the store 5 stars because the manager and staff. Their website is amazing too. My husband did side work and saved to buy me a dog which was a surprise and very sweet however it wasn’t enough so there are financing options on their website. He took me to several places that Saturday and they were either extremely over priced or didn’t have any of the 3 breeds I was wanting to look at. Your New Puppy is fairly prices their puppies. I picked out my dog on the website and went to the store and asked to play with her to make sure she was spunky and playful. I prefer and dog that has a lot personality and doesn’t shed terribly. We have 2 other dogs that are really fun and loving but they have a person they cling to. Our Maltese is my husbands pal. He is picky. We drive Ralphie an hour south to be groomed because he prefers a specific groomer. He loves my husbands lap and he and my husband have that special bond. Max our Boston Terrier is my son’s dog. He is a Furson. Max mimics my son’s every move even tries to play soccer with him. My puppy that the Yorkiepoo that we bought at Your New Puppy is the princess. She came home and we introduced her as The manager suggested to Max and Ralphie. They all three get along and play well together. Like me, Queen Elizabeth aka Lizzie previously Bernadette rules the house. Max and Ralphie let her lead. I do suggest reading the pet contract because we didn’t and my husband was a little disgruntled and when I came home from work I actually read it and apologized to the owner over the vet check. We did take Lizzie to the vet and she checked out fine nothing out of the ordinary for a puppy. I do love her and I am so...

I visited the store twice. I am glad. I had a wonderful first experience and Michael and Mark were very knowledgeable. I decided not to buy. I returned and visited with a pup and he was the best and decided to make purchase with a future pickup date. Staff were nice and friendly overall but things got were a bit out of sorts after that. Like who would do what at the desk. I also wanted to purchase the things I needed like cage, leashes, ect to set things up at home and was told to ask about that all that when I pick the pup up. However, that defeats the purpose. I was getting things set up. So I had to wait till next day speak with Michael return to store to get all the things I needed. Which once again he helped and showed me everything I needed and why and also informed me on why one thing may be better than another one. Then had to go home and later drive back again. I would have like to have not made that extra trip since I was driving from Dayton area.

I bought a maltipoo and I love him. He has had some stool issues but waiting on stool sample to come back. Stool issues can be for many reasons. It's toigh for a luttle one in a new environment. He is a wonderful pup and has been very easy to train. The store is clean, staff is great and if you buy a pup he or she will have had a head start on some exposure to things/sounds...