WE HAVE REINVENTED OURSELVES TO BETTER SERVE YOU AND OUR STAFF!!
Our groomers recently expanded into their own businesses inside Dog Grooming City by Jossi Lu, which means they are no longer employees but rather rent a "BOOTH" from us and have become their own business, that means more personalized service to you by being able to contact them directly, pay them directly, faster response, more payment options and ease when making appointments once you are established, they are all the same groomers that have been taking care of your pups for years, only the business model changed.
We are an all breed dog grooming salon, rooted and established in Farmers Branch Tx for 11 amazing years!
Our clean salon, attention to detail and customer service is what stands us aside and the reason we have a high demand.
Our groomers experience ranges between 5-19 years so you can trust our expertise in the field as well our recommendations, we have seen it all! We have tried it all!
Another reason for our high demand is we accept (and love) DOODLES, we accept (and love) large breeds, we groom senior pups and we try our best with shy or dogs that might bite. Things that not all other salons are able to offer for various reasons.
We really do love dogs and more complex pups need to be groomed too!
Please read polices and procedures for the -not so fun- but very important information you must know before contacting us.
MEET OUR STAFF
COMING SOON!
POLICIES AND PROCEDURES
MAKING AN APPOINTMENT
We are not able to answer the phone most of the time, as crazy as that sounds, we simply don't have time, we are tending to the pups in our care and helping customers in the lobby constantly, having a receptionist is not an option for us (we have tried!) as we have a complex schedule.
The way to make an appointment with us is by calling and leaving a voicemail and we will call you back (we promise!) as soon as we can! We would not be fully booked if we didn't return voicemails, keep in mind we rarely have same week appointments available, "today or tomorrow" is nonexistent, even if we had a cancelation, we would not be able to wait for someone to take that spot as we have more appointments coming, if you need something immediately, we will not be able to accommodate you.
Leave us a voicemail for a future appointment and we WILL call you back! If you do not leave a voice mail, we have no way of contacting you, if you say in your voicemail you need something today or tomorrow, we will not call you back since we don't have that availability.
We understand this can be frustrating when you need an answer immediately which is why we have added a convenient texting service for EXISTING CUSTOMERS only or those who have an appointment already and they need to make changes or if your pup is at the salon and you need to tell us something, text us and we will call or text you back promptly, you can request an appointment by text and we will call you back in the order the voicemails were received, you can simply reply to the confirmation/reminder text you will receive.
NEW CUSTOMER APPOINTMENTS:
We try our best to accommodate new customers as much as our regulars allow! They keep us busy! We do love meeting new people and pups, we're not antisocial or a special secret club, It's just that there's sooo many pups and so few of us! If 'hiring extra people" was an option, we'd have about 15 groomers but its not that easy, So please know we do try our best to get everyone in, if you have left a voicemail and not received a call back as fast as you would like, then we don't have availability soon, OR check your voicemail maybe, 4 times out of 5, people don't check their voicemails and get mad at us for not returning calls only to find our voicemail days later, true story.
DISOCUNTS
To be able to serve everyone the same, we do not offer any discounts of any kind at the moment, including multiple pet discounts, the reason being is if we only have 4 appointments available, they will get filled up quickly with 4 different families at regular price, so discounting for a family of 2 or more pets would not be fair for the other families or the stylists, we thank you for your understanding and we regret not being able to be more flexible.
AGGRESIVE PETS
As we mentioned before we do try to work on difficult pets as long as we have all the information up front, sometimes an owner will try to omit some information about their aggressive dog for fear of us not grooming it or because they simply did not believe the last groomer that told them their dog was aggressive, we highly suggest you don't do that! If a groomer gets seriously hurt, depending on the case, they can sue for damages if they choose to, a small bite, scratch and minor injuries are expected working in this field, however serious injuries or being attacked because you deliberately kept information from us, is NOT part of the job, it is best to be upfront about any issues, we have no problem with aggressive pets, we groom them often, we can protect ourselves and the pups better by knowing up front.
LATE DROP OFF/PICK UP
We can wait 10 minutes after an appointments scheduled time, any longer than that you will have to contact us and reschedule or make arrangements with your groomer. You can use the texting service to contact us, calling won't help, Same if you need to drop off earlier than your appointment time, let us know before hand. We don't have set hours, most days someone is there between 9-3 other days we are there 8-7 pm! It depends on the day, however every groomer is their own boss so they all have different schedules please check with them directly when to pick up, they will text you when your pup is ready and a time to pick up by, pups are expected to be picked up within an hour of being contacted unless other arrangements have been made.
If we are done with our day and you have not picked up your pup after repeated attempts to reach you, we will have no choice but to leave your pup alone until the next morning and you will incur a late pick up fee, if the groomer leaves and has to come back later that same day to check out your pup there will be an after hours pick up fee based on time it took the groomer to drive back. If it's a Saturday or Holidays and someone has to come back to check on your pet overnight, it's $100 emergency boarding fee per night until you pick up. If its been days, longer than a week and we have not heard from you or someone in your behalf, we will have no choice but to re-home your pup or take them to a rescue to be adopted by someone else,
NO SHOWS AND NO SHOW FEE
We have a NO SHOW fee that we strictly enforce, the fee is based on breed size as some breeds require blocking two slots. Usually 50% of the groom cost,
We understand things happen and try to be as flexible as we can, we have limited availability which means we can not afford to have no shows. No shows and late cancelations can contribute to a longer wait time for scheduling appointments not to mention loss of income for our groomers, we honor appointments and do not overbook ourselves to be able to provide quality service, please be sure to give us notice of at least a day if you wont be able to make it so that we can offer your appointment time to another client, very easy to do via text, NO SHOWS are NO FUN!
CHARGEBACKS
We file chargebacks as theft of services, the police department is not fond of dealing with baseless chargebacks that could have been avoided had the customer just spoken to us about it, as long as we file the report against the person, they will follow thru on their end.
If there is ever any problem with anything, please let us know, we will work hard to resolve it, however if you choose to simply do a chargeback without giving us a chance to fix whatever it is first, we will report to the police station. Even if you come back waving cash, we will show you the same courtesy you showed us. The banks and credit card companies are on the card holder side so we have to protect ourselves however we can.
MATTED PETS
If your pet is severely matted, we will shave the coat off, we do not offer de-matting services once a coat has become impacted.
Also be aware that we are not responsible for any minor scratches or nicks that may happen during the shaving of an impacted coat, those are all the result of neglect of care by allowing the coat to get in that condition. There is simply no telling what will be under all those matts and knots. *On extreme cases and after seeing a dog come back in this condition repeatedly, after having conversations with the owner about coat and basic care, we are required to report severe and repeated neglect to animal services and have the dog removed from your care. 2-3 times is enough for animal control to get involved.
ACCIDENTS OR INJURIES, SAFETY AND HEALTH CONCERNS
As careful as we are, accidents do happen sometimes, but rest assured we take responsibility sand will do what we need to to care for your baby, in the event something were to happen and your pup needs immediate vet care, we will take them to the veterinary office next door and contact you immediately, the most common vet visits are minor scratches or nicks, and not dangerous, by leaving your pet with us you agree and consent to them being treated by Valley View Pet Health Center next door. These are minor and very rare occurrences and we will never, ever, ever hide anything from you in order to not upset you, we will never risk an wound getting infected by trying to hide it, ever, if you happen to find something at home that we did not notify you of, you can be sure we did not know about it either, either we didn't realize we did it because there was no indication, they acted normal, it didn't bleed while in our care or everything looked fine before they went home, a lot of times once pets are home and there was a minor scratch or irritation, it can be made worse by excessive licking or scratching, You can contact us and we would be more than happy to take a look or send them to the vet next door to get checked.
The more dangerous problems are health issues and anxious dogs, If your pup has seizures or any medical condition that we should be aware of, drop off is the time to inform us of anything we need to know, we are not responsible if your pup has a medical emergency or reaction to something you did not warn us about, if your dog caused the injury to themselves by either constantly trying to escape the kennel, constantly jumping off the table, or jerking suddenly, all these things happen with us standing right there and there is absolutely nothing we could have done to prevent this, these are all reactions of very, very nervous pets and these are the types of situations that we will either have to decline or make other arrangement for a future appointment such as an express service or mild sedation. We do have cameras in every room in the whole building, sadly we did this for our own protection more than the pets protection and for full transparency. These are not webcams you can view while your dog is getting groomed, they are security cameras for our protection. We do not allow customers to "stay and watch" as we groom your dog, under any circumstance, if you are this uncomfortable leaving your pup with us, we suggest mobile grooming at your door.
HAIRCUT SATISFACTION
We will go over detailed instructions at check in, from head to toes tell us exactly what. you expect, if something doesn't look right after you pick up, please let us know! You won't hurt our feelings, we want you to be 100% happy! We can fix any haircut within a week of original appointment if its something we did wrong, if you don't like the haircut that you chose , we can not do a redo of a different haircut, we take notes so well be happy to adjust next time!
GENERAL SATISFACTION:
We are not perfect! No matter what our long time customers tell us, we're not perfect, we know, we make mistakes, we forget things, we can seem all over the place at times, please bring anything you'd like to discuss to our attention, we are only here for you so if we are doing something wrong please let us know, like said above, you wont hurt our feelings, if we don't know we can't fix it, we have such a high level of respect for customers that call us with comments or concerns and give us a chance to right a wrong, now don't get me wrong we are not THAT un-perfect either, we have a high demand for a reason, thank you very much, but the point is, we are human and not always the best, please let us know, remember you can text us if that makes you more comfortable but whatever you do don't let us keep making the same mistake.
PERSONAL INFORMATION
We require all your contact information to be on file such as current address, phone number where you can be reached immediately, email, an emergency contact and vet info, as long as we have your pet in our care, this is for liability and safety ONLY, we do not sell or share information, we don't advertise ever, keeping your pet for a few hours and being responsible for them, we need to have all this info on file.
Thank you for taking the time to read thru our policies and procedures, we are always updating and adjusting to better serve you!