The Groom Room Reviews 

My dog went to the groom room at Harborough hills beautiful and curly and came out with a very thin coat and no curls on his body. One of my children screamed when they saw him and we weren't entirely happy with his cut last time. We hope it will grow back soon.

Dear Pets at Home Customer Services,

I am writing to raise a formal complaint regarding the grooming service provided at your store.

My dog Ollie has now been injured on TWO separate occasions while in the care of your grooming salon.

On today’s visit, I was informed that Ollie had been cut around his genital area and had started bleeding.

This is completely unacceptable. I was also given matting as an explanation, despite disputing that Ollie was matted.

If there were concerns about his coat condition, I should have been informed before the groom proceeded. Matting does not excuse an injury, particularly when this is the second incident involving the same dog.

There were also significant customer service issues. I was given an approximate collection time of 11am, yet Ollie was apparently finished around 10:36am. Nobody contacted me. Instead, I received a call at approximately 11:36am questioning where I was and how long I would take.

I find it unacceptable that the responsibility for this poor communication was effectively placed on me.

I am requesting:

1. A formal investigation into both grooming incidents.
2. A copy of the incident report relating to today’s injury.
3. An explanation of how Ollie sustained the injury.
4. Confirmation of what first aid or treatment was provided.
5. Confirmation of what action will be taken to prevent this happening to another animal.
6. Reimbursement of any reasonable veterinary costs arising from the injury.

Please preserve any available CCTV footage and relevant grooming records.

I would like this complaint escalated to the appropriate management team and a written response addressing every point.

I entrusted your staff with the care of my dog. Having now experienced two separate injuries, I have serious concerns about the standard of care.

Absolutely appalling grooming service – second injury to my dog. Avoid.

I am absolutely disgusted with the service provided by Pets at Home Grooming in Truro. I took my dog, Ollie, in for a 9:00 am appointment and was told he would be ready around 11:00 am.
Appalling Communication & Customer Service
• No collection update: Ollie was apparently finished by 10:36 am, but no one called to let me know.
• Blamed for their silence: Instead of a courtesy call, I received a phone call at 11:36 am aggressively questioning where I was and when I was coming. I was made to feel like I had done something wrong, despite receiving zero prior communication.
Repeated Physical Injuries
• Second time cut: This is now the SECOND time this specific groomer has cut Ollie.
• Severe area: This time, he was cut around his genital area and was bleeding.
• Unacceptable excuses: When challenged, staff blamed "matting." If matting was a genuine concern, I should have been consulted beforehand—it is never an excuse to repeatedly injure a customer's dog.
We are talking about a living animal, not an object. I entrusted this team with Ollie's safety, and they have completely destroyed my confidence. I want a formal explanation from management on how this happened, why I wasn't immediately told about his injury, and what disciplinary or corrective actions will be taken.
Dog owners beware: Think twice before entrusting your pets to this service. Ollie’s safety should have been the priority, and they failed him twice.

Awful customer service from the start.
Over- charged and argued with by the store manager.
Still waiting for the customer service to answer my issues.
Avoid if possible.

Waste of time taken my dog 3 seperate occasions for walk in claw clip and have been turned away each time ,even rang this morning to check was told to come before 12 which i did and was still turned away would not recomend and wont be using again.

booked my lab in for a full groom and he came back looking great, super quick too and the price was fair

Unfortunately, after two very disappointing experiences with The Groom Room in Ayr, we will not be returning.

We have several poodles, three of our larger ones attend a professional poodle groomer who does a wonderful job, and several of our dogs are show dogs, with one also doing modelling work. Our poodles are accustomed to being groomed and are brushed regularly, so we take a great deal of care over their coats and appearance.

The first time we visited The Groom Room, we took two of our toy poodles. One came back looking lovely, but the other was very poorly groomed. Her top knot, which should have been rounded in the traditional poodle style, was noticeably lopsided and leaning to one side. The coat was unevenly cut, and the paws and tail were also badly done. We were disappointed but decided to give the salon another chance.

Unfortunately, our second experience was even worse.

When dropping off our other toy poodle, I explained clearly to the groomer that I brush my dogs regularly and that, if there were any tiny tangles or little areas that needed extra attention, I was perfectly happy to comb these out myself when I collected her. This is something I have requested from other groomers without any issue whatsoever.

I specifically asked that she leave any minor tangles alone rather than cut unnecessarily into the coat, and that the overall cut be kept neat and clean. I explained that my dogs are regularly maintained and that there is never any matting beyond what can be brushed out.

From the moment we arrived, the English lady who dealt with us had an incredibly stand-offish, abrupt and rude attitude. She repeatedly spoke over me, interrupted me and did not allow me to finish my sentences. Rather than listening to my instructions, she was dismissive and immediately stated that she would simply shave the dog.

I specifically asked her not to hack into my dog's coat and explained that I was more than happy to finish any tiny areas myself once she was home. I was perfectly clear about what I wanted and what I did not want.

I left feeling anxious and uncomfortable because I was already concerned that my instructions were not being listened to.

When we collected our dog, my concerns had unfortunately been realised. Her ears had been cut extremely short, despite my specifically asking that they not be cut short, and the hair on her legs had been cut off despite my explicitly requesting otherwise. The overall result was absolutely dreadful and completely unlike what I had asked for.

The explanation I was given was essentially that the groomer could not do what I had requested because she was not brushing the dog. If she was unwilling or unable to brush the coat and achieve the requested finish, why was this not explained to me when I dropped my dog off? I would have taken her elsewhere to my regular professional groomer, who understands poodle coats and the standard of grooming I expect.

I would much rather have been told honestly that the groomer could not accommodate my requests than have my dog's coat cut in a way I had specifically asked her to avoid.

To be clear, I groom and maintain my poodles regularly. They are never left in a condition where their coats are matted beyond brushing, and I would never knowingly hand over a dog whose coat was in a state that made the requested groom impossible. There is a significant difference between a few minor tangles and severe matting, and I feel my instructions and knowledge of my own dogs were completely disregarded.

What I found most disappointing, however, was the attitude. Both my mum and I experienced unnecessarily rude and dismissive responses, and this was not an isolated misunderstanding. We were made to feel as though our requests were an inconvenience rather than being treated as customers who care deeply about their dogs.

A professional groomer should communicate honestly, listen to the owner's instructions and explain any limitations before proceeding with a groom. If a requested style cannot be achieved, the owner should be given the opportunity to make an informed decision rather than collecting a dog whose appearance has been altered against their explicit instructions.

We trusted The Groom Room with our dogs, and that trust has now been lost. We will not be returning, and the lady who dealt with us will certainly never receive another dog from us.

I would strongly encourage the salon to reconsider how it communicates with customers and how it handles specific grooming requests.

Our dogs deserve to be treated with care, and their owners deserve to be treated with respect. Sadly, neither was our experience on these occasions.

I have noticed just recently some of my doggies are on the groom room reviews . I have not been to this groomers for quite a few years because I was not satisfied with their attitude and my doggies use to cry when I took them there . I would like my doggies photos taken down please they do have my permission to show them . The groomers we have now are much more responsible and I can trust them .

First time using the Groom Room at Oban for our spaniel. Great customer service, very friendly girl, who explained clearly what the standard groom included. Dog looked settled when we returned & very pleased with the result of his groom. Will use again.

Stupidly overpriced. Asked for a face trim expecting a general tidy up but all they did was cut the hair in the corners of the eyes nothing else was done. Charged £20 what a rip off. Save your money and go elsewhere

Been a customer for about 9 mths and been seeing the same groomer with every appointment. Last appointment I had a different groomer as the person i normally have was on holiday. After I had signed the picking up sheet I was told that my dog had been remeasured and was classed as a small dog and not the extra small my normal groomer measured on our very first appointment. Apparently they are allowed to remeasure your dog at anytime even though my dog is nine and will never grow any taller? Disappointed and had to complain to head office. As I had already signed the sheet they had to allow me to pay the lower price. I'm writing on here to make people aware that this can happen. Will not be going back, if I didnt book with a different groomer and waited for my normal one to come back this wouldn't have been an issue. Annoyed as the groomer we normally see is lovely.

My dog was traumatised for three days after, also my dogs paw was cut from the grooming, I will never subject my dog through that again.

I took my dog to the PAH groomers Newtonabbey (abbey centre) Belfast for the first time and he left with a bandage on his tale from the vet. The groomer stated that ‘I clipped his tail and he’s bleeding’ the entire thing was downplayed from them. I told them I wasn’t happy and would not be paying, and wanted my deposit back. When I asked what treatment he received I was not given a straight answer ‘ohh some cream I’m not sure’. I asked for medical report and was refused a printout but informed I could received it by email. I was told to seek out my own vets. When I received the medical report nearly 24hrs later after I called and complained that I still had not received it and without it I could not give him appropriate care. The medical report stated that PAH groomers cut his tail and that they had de-gloved his tail and exposed bone, risk of infection and it is likely to need amputation. This full extent of his injury’s were not told to me at the time. Shocking that my pet was never given so much as antibiotics in PAH vets care when they knew the seriousness of his injury and I did not. the groomers even stated that my pet never made a noise when they cut his tail which now I know is a lie. I felt that they just wanted me to leave and go elsewhere.

They are really great and patient with my puppy and it’s actually a 1st time bath after 2 vaccines they really handle my puppy well

Avoid Birstall grooming room, unprofessional

Absolutely horrible place, rude staff who don't know how to groom your dog. Do not go there, they bump up the prices when you go to drop your dog off and are too lazy to get any knots out so they go for the easy option of shaving. Find yourself a nice private groomer who will take much more care of your dogs.

The Groomer has so many Years of experience they were like Me, with my young dog. She was warm, professional and has all the right comfort props to make my dog close his eyes and relax as she shampooed and rinsed, brought to Groom table and began soft blow dry with a thunder wrap for head and ears to protect and made him feel so comfy he did not even get up. He sat relaxed as she massaged and he closed his eyes as I stood back watching as she completely took over doing nails and ears then brushing. He awoke from his dream so relaxed and calm almost he could do this with Her...again now. My dog has never been to a groomer, has never been handled by anyone else, and was with a Dog Lover who clearly Loves all dogs. My hat is off to you with a hug and a bow, I recommend GroomRoom on Darling street brantford to Everyone, and my other two are coming next one by one, for Her Special Touch!!! 🌟 10/10.

I took Ted, with his little underbite to the ladies in the Letchworth Groom Room. They welcomed him as was his first visit. They were caring professional and looked after him fabulously! Thank you so very much!

taken our two labradoodle dogs to the groom room in great yarmouth several times recently our dogs have come back with cuts over there under side and yesterday 12/09/2026 one came back with a cut poor-pad where the clippers have dug in to the skin we have made complaints to the main head office and nothing has been done

Groom room bromsgrove are brillant sad to see ellie leave but her groming of our poppyhas been brilliant from day one which was 4 years ago 5stars