Smart-Paws

“For six years I received and managed our appointment reminders. This time, while abroad, the reminder was sent to my husband’s work phone, despite us disputing ever asking for my number to be replaced. Had it gone to the usual number, someone was available to take the dogs. We missed one appointment in six years and were charged £124 — 100% of both grooms — with no services provided. I accept a cancellation fee; I don’t accept 100% as reasonable or proportionate. When challenged, previous lateness was suddenly brought up, despite never being raised before. Meanwhile, we accommodated numerous cancellations and appointment/time changes from Smart Paws over the years without complaint. Apparently flexibility only works one way. Their solution? £15 “goodwill”. It’s no longer about the money, but how a six-year customer was treated over one mistake. We’ve cancelled all future appointments. An appalling end to six years of loyalty! ”