FURST CLASS LOUNGE
COMPLAINTS POLICY
When checking in or out, please make any changes to your dog’s groom clear to your groomer. We are always happy to discuss the style and length to determine your needs.
Before voicing a complaint, please take a moment to gather all the relevant information and try to approach the situation calmly and objectively. Could you make sure you have a clear understanding of the issue and the desired outcome? When voicing your complaint, please be respectful and provide specific details and examples. By working together, we can find a solution that satisfies everyone involved.
Your dog’s appearance after leaving the salon depends on how well you care for the coat at home. If your dog’s coat is matted, we cannot remove them. We must clip out the matted areas in such cases to relieve your pet’s discomfort. This may result in gaps and an uneven finish in your dog’s coat. In rare occasions, cuts, grazes, or nicks to the skin can occur where mats form around skin folds despite the care and attention taken.
Refunds are not offered on completed grooming services.
Please check that you are satisfied with the finish before leaving the salon.
Before you contact FCL to voice any complaints or issues regarding the detail, finish, or styling of your dog’s coat, please consider the limitations that may affect grooming. These may be evident initially at a free consultation or develop over time. We will inform you if we encounter any issues with your dog’s coat, skin, or behaviour that may affect our grooming services as described in our Limitations of Service.
Polite requests to make adjustments regarding grooming must be reported within 24 hours of your visit so that we can assess and correct any issues you may have. If you have changed your mind and want the coat shorter or longer than you requested at check-in, we can only address this at a future grooming appointment, where standard grooming charges apply.
Corrections or adjustments are easily made to groomed coats to ensure you receive the style and balance you require for your dog. We work extremely hard to ensure this is the case while working within our strict policy for your dog’s health, safety, and well-being.
Apparel, Leads, Collars, Harnesses, and Accessories
We recommend that you bring your pet for grooming with minimum restraints. Please take away extra accessories such as treat bags, poo bag holders and car seat restraints with you when checking your dog in at reception. We usually return your pet to the rest cage ready for pick up wearing their collar/harness and lead for safety reasons. If your pet chews or damages any restraints or accessories while waiting for pick up, Furst Class Lounge cannot be held responsible for the damage or replacement cost. If your dog will likely chew their restraints while in a rest cage, please clarify this when checking your pet at reception. Thank you.