Very Poor Service Terrible Customer Service Rude Manager Groom Room Loughton 12/1/20 Last visit I was Asked to pay before my dog received a full groom, VIP treatment and nail clipping. On picking up my dog I wad asked to pay again. My dogs eyelashes had been cut which I had specifically asked not to be done. Told they will soon grow back. On returning home it was obvious his nails hadn’t been cut. As we were going on a long holiday and my dog was off boarding I thought I would bring this up at his next apt. How wrong I was!! Today, I’ve been told in store they have no record of his last visit so can’t confirm his clipping wasn’t down. Extremely rude Manager said she wouldn’t clip for free as I should have complained at the time and I couldn’t prove it hadn’t been done. When I pointed out she couldn’t prove without records it had - and I had been asked to pay twice, she said that was poor communication. When I asked her to accept poor communication was then probably at play in his nails not being clipped she said I should have complained at any time between visits not when booking. I do not appreciate the suggestion that I’m a liar, or trying to get a free nail trim. When I said I would not stay because of her attitude and poor customer service, I demanded a refund. She gave me £10. when I said it was the nail trim that had not been done she refunded another £8 without a word. Question, why would you not do the trim for free as requested, call a customer all but the word liar, and provide such poor customer service, but then refund the money if you didn’t believe the customer had a valid complaint. Instead of her profits being £12 up today for his eyebrow trim, her till is now £18 down in refunds. And as a dog boarder I will be telling my customers to stay well clear of this disgracefully managed groom room.