About Town Dog Studio

I took my dog to be groomed at their Blackwood location. The staff were really lovely and explained exactly what I wanted, which included a trim of her body, leg hair, ears and bum. She came out looking nice, so I was happy, until I got home and realised they had only trimmed her ears and washed her. They didn’t even clip her nails or get out her fur mats.
I left it and decided I just wouldn’t go there again, but then I got a text message saying they hoped I was happy with everything and that they’d see me again. So I thought, okay — this is a great opportunity to say what I was unhappy with and they can try to amend this situation for me. I explained all of the above very politely and they said that the nails and mats should have been taken care of, but trimming would be extra and anyway they hoped I would give them another chance. I said, but I asked specifically for her to be trimmed so I don’t know why they didn’t tell me that was the premium service and would be extra and I could have said yes, okay let’s go with that. They didn’t reply.
Quite strange that their marketing strategy of a follow up text message would have been very successful if they were willing to accept I was unhappy and given me a voucher/​discount for the next groom. Then they would have had a repeat customer. Instead, by not acting on my dissatisfaction, it left me even more dissatisfied so I felt the need to share this review!
Anyway, maybe their other locations are better but I won’t be using any of them after this experience. Such a shame, because as I said, their staff were lovely.