Woof Gang Bakery & Grooming West Hartford — Local services in West Hartford

RUN, don’t walk away from this place. They have horrible customer service skills and personalities. I called to schedule my dog for a first grooming here, as we heard great things about their location. The lady I spoke to on the phone was pleasant, and offered me a next day appointment due to a cancellation, and informed me that if I could not come in for that, their earliest appointment would be August 29th. I booked for the next day at 1pm, even though we had other plans, and revised our day around the grooming schedule. Parking is horrible in Blue Back Square, so I received a ride to drop my dog off. Upon arrival, when they asked me for my dog’s name, they informed me they did not have an appointment for her. They then asked me for my phone number, and said they could not find my appointment. They tried very hard to convince me that I did not make an appointment with them, and that I perhaps called their Canton, CT location, or a completely different dog grooming location. I assured them I did not, but they were insisting that I did. I walked out of there, very disappointed, and was able to locate my exact call to THEIR LOCATION in my phone log. I went back into the store to show this to them, and upon me doing so, the employees told me that they did just now find my appointment, but that someone called me this morning from the store to cancel and reschedule my appointment for ONE WEEK out due to the groomer calling out sick. NO ONE CALLED ME. I showed them my phone log to share proof and evidence that I never received a call. After standing around for at least 5 minutes, watching 3 employees stare at a computer screen and not say a word to me, I finally asked if they could get my dog in to groom today. They told me they could not, and offered to rebook my appointment over a week away, or to send me to their Canton, CT location (which is 20 mins away). Horrible, horrible, absolutely horrible customer service skills. They tried to blame me for the issue, instead of taking responsibility, apologizing, and trying to make it right by the customer. I HIGHLY recommend that you stay away from this place for any and all grooming needs, as you will be very disappointed with their lack of customer service skills. There are many other grooming locations local in West Hartford that are willing to take and provide you and your animal with excellent grooming needs. If I could leave zero stars for this...

I want to update my recent experience with Woof Gang Bakery & Grooming West Hartford. After a frustrating situation involving a miscommunication about my dog’s grooming appointment, I was contacted directly by the owner, Renata.

Renata was incredibly kind, professional, and understanding. She took the time to listen to my concerns, acknowledged that the issue was a genuine misunderstanding, and immediately waived the $25 fee that had been incorrectly charged. This was especially meaningful since it was my first time ever being late, and I’ve been a loyal customer at Woof Gang for years, regularly trusting them with my dog’s care.

It’s clear that Renata truly values her clients and is committed to providing a great experience. I appreciate her quick response and personal attention to resolving the issue. Because of how she handled the situation, I feel confident continuing to bring my dog here and recommending their services to others.

Thank you, Renata!

(Previous review) If a 0 star was available it would have been the rating on this experience. I am writing to formally express my dissatisfaction with the service I received at Woof Gang Bakery & Grooming West Hartford on July 30.

I had a grooming appointment scheduled for my dog at 1:00 PM, confirmed with an employee named Luis. The evening before, I received a call from Luis requesting I come in earlier, around 9:00–10:00 AM. I responded clearly that I would try to arrive earlier if possible, but if not, I would stick to my originally scheduled 1:00 PM appointment.

Despite this, I was later informed that I would be charged a $25 fee for not coming in earlier; an earlier time that I never agreed to, nor was it part of the original appointment. This is both unreasonable and unprofessional, especially considering that I never canceled or missed my scheduled appointment.

Given that I have been a paying customer, regularly spending over $150 per visit, I found this experience deeply disappointing. The communication from your staff; particularly Luis; was unclear and dismissive, and the attempted fee felt arbitrary and unjustified.

Based on this experience, I will not be returning and cannot in good faith recommend your services to others.

I hope management will take this feedback seriously and address the issue to prevent similar incidents...

It’s rare for me to give a full set of stars. However, In this case I need to call out the OUTSTANDING customer service experience I had at Woof Gang. A missing element in today’s service industry. A bit of history For almost 4 years, Hubby and I have been struggling to find a groomer similar to our former groomer (from Western Mass and a 3hr round trip from here) who was like a family to us because of how she loved our babies, treating them like they were her own. Back to Woof Gang Review 1st call; I got a smiling voice and dedicated attention. I didn’t feel rushed in my inquiry. I booked our appointment. 1st visit; My husband had to drive Sully (7yr old Shitzu) and Sophie (6 yr old Shitzu), as I had a schedule conflict and couldn’t take them myself. As a result, I called to explain my requirements, as opposed to the standard in which you would go in, meet the groomer and explain your grooming desires. I was immediately handed over to the groomer, Danielle, who was attentive, and patiently trying to understand, though challenging without the dogs present, what I was explaining. Pick-up; I was pleasantly welcomed by one of the groomers at the front desk to help me check out. They have Apple Pay (a plus) and a board with a list of groomers and their venmos for tips. Excellent! The groomer, Danielle came out to meet me and the owner of Woof Gang, also came out to meet me. What a wonderful, overall experience. Oh and the pups looked like my precious Shitzus, long, square ears, long tail and short body, as I cannot keep them long-haird any longer. Thank you Woof Gang for a long awaited, new grooming home for my fur babies. Last point…….pricing is on point! Fare & worth it! And we even got a tie for Sully and ponytail bows...