2 Weeks before the 1st Feb I took my 2 dogs for their appointment. On arrival I was told the booking was at Ferndale branch, which is where I now should go for my appointment. Having small children with me, this was an impossibility.
They told me I would have to pay 100% cancellation fee even though it was an honest mistake and at no time at placing the booking was I told that it was the Ferndale branch I was speaking to. I left and took my dogs back home.
On the 1st Feb I made a booking again at Bryanston as I have had wonderful experiences there in the past. On collection of my dogs my husband was told that he would have to pay for the cancellation fee and the appointment. My husband refused as it was an honest mistake and not a sudden cancellation on my part.
We were therefore told that they will not be taking any further bookings from us and basically we are not welcome there anymore.
The attitude was astoundingly shocking from the manageress.
I would understand the 100% cancellation fee if it I had suddenly cancelled an appointment, but this being not the case, the fee should have been wavered.
I am extremely disappointed as I would have continued with Twisted Whiskers.
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