Concerning Experience Regarding Dog Safety and Customer Treatment
I had a very upsetting experience at Dogs Cats NYC and would not feel comfortable leaving my dog in their care.
I was in the store with my dog trying on an outfit. In order to put it on properly, I briefly had to remove her leash. At that moment, other customers entered and the door did not properly close behind them, leaving an ongoing opening that created a risk of my dog escaping. I was alarmed and immediately asked them to close the door, but instead of helping, they joked and refused to take the situation seriously.
They then told me, “Well, you’re the one who dropped the leash,” despite the fact that the issue was also caused by a door that was easily pushed open and customers who ignored my urgent requests to close it.
What was most disturbing was how the owner handled the situation. Rather than addressing the people who were refusing to help, she came over and told me to leave the store and not return. I felt that she prioritized keeping good-paying customers happy over addressing what had actually happened. She got physically close to me in an aggressive manner that made me feel uncomfortable and unsafe. She even gestured that she would hit me! When I asked her her name to formally report the incident, she refused to provide it.
There were no consequences for the customers who contributed to the situation. Instead, I was blamed and removed from the store while trying to protect my dog.
I would not trust this business with my pet. A dog salon should prioritize animal safety, professionalism, and respectful treatment of customers — especially in a situation where a dog could have easily gotten out.
Also, I found the responses to other negative reviews concerning. For example, one response stated:
“Thank you for taking the time to delete your previous 5-star review and write this new one expressing your frustrations. I would like to address the issues you've raised regarding our services. Aside from my partner's ‘bad memory’ with names, you did not mention any other specific problems. I want to focus on what I believe motivated this revenge-review.”
I would expect a business caring for animals to respond to customer concerns in a professional, reassuring, and solution-focused manner. This experience left me concerned that if a serious issue involving my dog occurred, my concerns may not be handled with the level of accountability and care I would expect from a pet business. I am also concerned that a dog salon would allow a safety issue such as a door that does not properly close or secure to remain unaddressed, given the risk of a dog escaping.