Mutts & Co. — Local services in Westerville

This used to be the place we took our dogs for grooming, because they did things differently then the chain stores. It's difficult to get scheduled without waiting several weeks for your apt here though. Most recently we had booked an appointment and had 4-5 week wait. On the day of our apt. we received a call our apt. was canceled due to the groomer being ill. This was annoying as we had taken the day off etc. Mutts & Co also has a 50% balance due for any grooming cancellations less than 24 hours in advance, but no discount was offered for the inconvenience of their cancellation. We were rescheduled for the following week. Our dog is a miniature labradoodle, is under 50 pounds and has the coat of a lab (not curly, no matted hair and much less grooming time). We had asked the grooming scheduler about a lower tiered pricing given he is not like a traditional labradoodle and were told we would need to check with the groomer the day of. The day of we asked and were told no. $140 later and not a great cut we left the store. Later in the day our dogs ear appeared to be very bothersome so we investigated to find it appeared to suffer some type of damage/irritation. There was no blood or cuts, but something definitely happened to his ear that was not present before hand. It was concerning enough we took him to the vet where they were unable to explain what had happened or what it was, but ended up prescribing 3 medications to help with the pain/irritation. This is $137 on top of the grooming bill. We made contact with the scheduler at Mutts & Co. and she said just had the groomer contact us. We thought this to be be a bit awkward and when the groomer did reach out it essentially was long silences and uncomfortable conversation. The conversation and tone from our side was very nice and patient, but in the end the groomer indicated she only plucked the ear and did not shave/harm it. That's where things were left and we feel like we have no recourse at this point. No contact from management/ownership no offer to have them reach out. In the end the way this situation was handled was very poor. The owner's vision is not represented within the stores or by it's staff. Instead it's amateur hour. I hope the owner takes time to review this complaint rather than posting the canned responses as seen below for other poor reviews.

Today is 1/17/23 and there has been zero follow-up by anyone from Mutts & Co. Service was rendered in...

The Mutts and Company selection is one of the best I’ve ever seen at a store, and the staff at this location is amazing. In the last year my cat started being a bit more picky about her food due to age and and health issues. My vet had told me she needed a wet food, but that was about all the info I’d been given. I came into the store worried and upset and left armed with a far more confidence than I started with. The knowledgeable staff helped me key into my picky girl’s changing tastebuds and were able to help me get her eating again. Recently, when I admitted to them that my budget was getting tighter they even helped me find a food that I could afford, was just as high quality, and that she still loves! I’ve been looking into holistic options to help my girl’s health and they’re always there to be a sounding board for my ideas. They’ve even asked to know more as I study! They put their customers, and our fur babies first. They take the time to help me figure out my tricky kitty and I’m so grateful for all of their help. I can’t say enough about this store. If you haven’t checked it out, please do! They don’t try to shove the most expensive things at you, they meet you where you are and...

Super underwhelmed by the store to say the least. I feed a fairly common dog food, Fromm Adult Classic that they never seem to have in stock, though every time I ask I’m told and promised it will be there. I have even placed a special order twice, do but have never be called and never had any follow through. When I try to talk to staff about it, they don’t care. Today I stood waiting at an empty counter holding a 30 pound bag of food while the three staff members in store milled around. They also seem to enjoy watching people struggle with large bags of dog food rather than holding the door for them. No help nearly to the point of rudeness. As soon as I finish out my 12 bags in order to get my free bag, I will definitely be finding another store to support.

**Update: called today and they once again don’t have the food in stock. I was told I will be called “if it come in on the shipment” in 2 days. Didn’t let me order it, really no accommodation or help whatsoever. I really can’t wait to finish out my 12 bags for my free bag and be done...