Woof Gang Bakery & Grooming Pembroke Pines — Local services in Pembroke Pines

Update due to owner response:To clarify my recent review and express my concerns about the handling of the situation. It seems there may have been a misunderstanding regarding the principle of my feedback.

I understand that you are a small business, and it is all the more important to be considerate and avoid risking losing a client. When you spoke to Camila over the phone, your response was dismissive and showed little interest in making things right. I would like to explain the situation one more time:

I did not arrange the box. It was already on the table with the $12.99 sticker, as pictured, and with the treats inside. Therefore, the treat inside was priced at $12.99. Stating that a customer moved the sign is inaccurate and an excuse for the situation. I have screenshots of the phone number from your store sending me the sign. If the employee or person texting me (presumably Camila, who provided excellent customer service) had noticed the sign was misplaced, they should have informed me instead of sending a picture with the sign in the wrong spot.

Your refusal to understand the situation was evident in the brief phone calls with Camila, which lasted less than a minute, as I have records of that as well. If maintaining the reputation of your business was a priority, you would have contacted me directly or simply acknowledged the mistake. It seems you never anticipated a negative review.

I urge you to explain the situation to future customers to avoid similar issues. Remember, as a small business, being kind and understanding towards customers is crucial. I usually don’t leave reviews, but as someone who works in customer service, I felt compelled to share my experience with Wood Gang Bakery & Grooming. This was one of the worst interactions with an owner I have had lately. When you’re this greedy and petty, you end up losing a customer and the money they bring to your store.

I USED to come here every month. I recently purchased a box of treats with a price tag of $12.99, along with two other items priced at $8.99 and $5.99. The total should have been $29. Trusting this store, I didn’t think twice about it until I got to my car and saw the receipt, which was $42.

I called the store and spoke to Camila, who was great and tried to help as much as she could. I explained the situation, emphasizing that the box was clearly marked $12.99 and it made no sense to charge for each individual treat inside. I even provided pictures and noted that I had just left the store no more than 20 minutes ago.

Camila called the owner and got back to me, saying there’s nothing they could do and they didn’t know why the box had that sticker. From an owner’s perspective, if you can’t explain why something is priced a certain way in your store, the customer shouldn’t have to pay the consequences.

Camila called again to confirm if I could return the box since I had the receipt, but the owner refused. She even checked the other boxes and confirmed they didn’t have prices on them, which clearly indicates a mistake on their end. The owner then said I should have read the sign, “Get a free box with a minimum purchase of five treats.” That’s fine. BUT First of all, how does that relate to my box being tagged at $12.99? Secondly you couldn’t account as to why, and refused to acknowledge the mistake. When you go into any store and purchase ANY item. The price on the tag is what you get it for.

This experience has left a sour taste in my mouth, and I will no longer be a...

UPDATE REVIEW IN RESPONSE:

I’m honestly furious at the response I received because it’s completely inaccurate and dismissive. First of all, this was NOT a walk-in appointment. I CALLED that morning and was specifically given a 2:30 p.m. appointment time. Don’t try to twist the situation to make it sound like I just showed up randomly and you were doing me a favor. That’s absolutely false and incredibly unprofessional.

Your response tries to excuse leaving my dog crated for HOURS by calling it a “busy Saturday” and acting like I should’ve expected that. No, when you give someone a scheduled time and tell them grooming will take roughly two hours, it is reasonable to expect communication and basic respect for the animal’s well-being. Instead, I had to call YOU when no one bothered to update me, and even then I was told it would be another hour and a half. By the time I came in, my dog was already done and just sitting in a cage crying. That is NOT acceptable in any scenario.

Also, pretending you “didn’t have time to call” before he was finished is ridiculous when he was clearly done well before I arrived, bathed, groomed, cologne sprayed, and a bow tie on. Don’t downplay the situation to save face. Own the mistake instead of trying to rewrite the story.

Your response does nothing but prove exactly why I will not be returning and why I stand by every single word in my original review. Stop making excuses and start taking accountability because treating someone’s pet this way and then gaslighting the owner about what actually happened is beyond disrespectful.

ORIGINAL REVIEW: I’ve been bringing my dog to Woof Gang ever since I got him, for about a year now. Up until today, I’ve been a loyal customer. But after today, I don’t think I’ll ever be coming back.

This morning, I called to book an appointment and was given a 2:30 p.m. slot. I arrived early, around 2:20, and was told the grooming would take about 2 hours. Normally, my dog’s grooming lasts between an hour and an hour and a half, but I was understanding since they said the groomer had another dog. That meant my dog should have been ready by 4:30 p.m.

By 4:30, I still hadn’t received a call, so I phoned them myself. They told me my dog wouldn’t be ready for another hour and a half, now pushing it to 6:00 p.m. That meant my dog had already been sitting in a cage for much longer than expected while the groomer worked on another dog.

By 6:30, I still hadn’t received a call. At that point, I went to the shop myself. When I walked in, I could hear my dog crying and barking from the back. I didn’t care if he was still wet or half groomed I just wanted him out of there. But what really upset me was that when the employee went to get him, she walked out with him in less than 5 seconds. He was already finished, with cologne sprayed on him and a bow tie around his neck. To me, that made it clear he had been done for a while but was left sitting in a cage unnecessarily for hours.

When I asked for the manager’s phone number, the staff refused to give it to me and only offered to “send a message” with my information. I was told the manager’s name is Fabio, and I truly hope I get a phone call back.

This whole experience was extremely unprofessional and stressful, not only for me but, more importantly, for my dog. After today, I cannot recommend Woof Gang to anyone who truly cares about their...

I will admit- I now know that I did fail to read the fine print and verify the address- but I believe the online booking can be improved. I always take mine to the Silver Lakes location, the new one by Whole Foods, which they are way nicer and more accommodating and understanding. I google searched Woofgang and clicked on the first one I saw and signed in as I already have an account. It took me through the questionnaire and had me book and took a deposit I just thought the deposit must be a new policy. I showed up to the same one I go to assuming because it saved all my info and booking process was quick that it was the same location. It wasn’t it must have been the link I clicked on. However, the owner at the Silver Lakes location knew me and my dog and gladly took us in. I called this location to explain the misunderstanding and see if I could get my deposit back as I was going to follow through with my appointment at a different location (I’m still at a Woofgang not going a different company- if it’s a franchise - not my problem still supporting the brand and both companies apparently had my account saved as I was able to sign in seamlessly and it never asked me for the location) the girl on the phone was nice at first and said that she would call her manager put me on hold and then came back a few minutes later and said that I should see the deposit back within a couple business days. I repeated back to her “but the deposit will be returned correct?” And she confirmed that it would. Fast forward about 15 minutes I get a call from the same girl saying that she spoke to the manager (which I thought she had done already when she put me on hold during the first conversation) and that they had a groomer waiting for hours and couldn’t return the deposit- funny because I called exactly at 12pm to quickly get it taken care of when my appointment was scheduled so how they were waiting for hours is beyond me. I am currently waiting for the manager to call me back. Apparently they are 2 different companies. I will say this- the owner at the Silver Lakes location has been extremely pleasant and nice every time I have gone, they are quick and efficient and they don’t make you leave a deposit first- I found out the hard way today that this location does. If the manager reaches back out to me and makes up for the lack of good customer service I will gladly amend my review but as of right now on principle I feel it important to share this with others as this mistake could easily be made and from what I hear from the Silver Lakes location today is this is a common occurrence that people mix up...