Customer ReviewsforThe Pampered Puppy Spa & Wellness Center

I am writing to share my experiences with The Pampered Puppy. On December 10th, 2021 at approximately 0715, I dropped off my dog, Sugar, at The Pampered Puppy on 124th Street in Edmonton, Alberta for Dog Daycare and grooming. In the morning upon dropping her off, I signed a form stating that I did not want her kenneled, and was informed by the receptionist that if she was fighting with other dogs, she would just be separated and not kenneled. When I came back around 1600 on the same day to pick up Sugar, I heard a dog barking in the back that I assumed was Sugar. I said to the receptionist “I think that is Sugar barking, can you please go grab her?”. I then overheard someone in the back say something about Sugar. From my place in the front of the building, what I heard was “It’s only Sugar. It’s fine. She’s in a kennel.” I then asked the receptionist to go check on Sugar, and she went to the back. Upon returning, she showed me a video on her phone of Sugar in a kennel barking, and said “does your dog look like she’s in distress?”. They told me that Sugar was put in a kennel due to fighting two other dogs, but that the other dogs were not injured. I was not previously informed of this by phone or any other mode of communication. She then pointed to a printed sign that said “If you think you can do a better job, we’re hiring.” At this point, I just wanted to get Sugar home. They brought Sugar to the front and I took her home. As soon as we got home, Sugar ran to her water bowl and began drinking immediately and continuously. This has not happened before, and she goes to daycare multiple days a week. When Sugar wouldn’t stop drinking, I felt that something was wrong. I called The Pampered Puppy immediately to ask about how long Sugar was in the kennel for and what happened leading up to her being kenneled, when I had signed a form exclusively stating not to kennel her. The person I spoke to on the phone told me that Sugar had been kenneled after her bath at 1100. I told the person on the phone that Sugar was incredibly thirsty upon arriving home, and was informed that they do not give dogs water when in the kennel. I informed the person on the phone that I would be calling the city to report this as I felt that if what I was being told is factual, it may constitute reasonable grounds for being further investigated. I called the city and was informed that they were going to complete an investigation about this. On Tuesday, December 14th, I called The Pampered Puppy back and asked to speak to the owner, *****. I began sharing my concerns about what I believe occurred the previous Friday, and the person on the phone (who I believe was *****) denied Sugar being kenneled or not given water. I shared that I had contacted the city, and was immediately told that I was being “fired as a client” and that I was “full of ****”. I was then hung up on. As I was not present throughout the day on December 10th, this is purely my account and my understanding of what happened based on what I was told by staff in person and on the phone, and the video I was shown upon picking up Sugar. I do not know with complete accuracy what occurred that day, or what normally occurs at The Pampered Puppy as this was my first and only time utilizing their services.

The incident that Laura J****** is presenting to the BBB is an incredible and far-fetched fabrication. On December 10, 2021 at 4:01 PM, while standing in the lobby, she heard a dog barking and she wrongfully assumed it was her dog. She never entered the premiss beyond the front desk at any time. Had she done so, she would have seen Sugar happily laying down in a kennel, relived to be away from the other dogs. Sugar was put in the kennel at 2:12 pm, after Sugar’s grooming which had finished at 2:07 PM. This was because she showed signs of distress at being around other dogs, and she physically attacked two other dogs. This aggressive behaviour was endangering the canine population. Laura J****** made a volatile scene in our front foyer based on an imagined assumption, harassing the staff and other customers. She reported us to Animal Control telling them that we “kennel dogs all day without water.” When the officers arrived at our facility to investigate her claim, we showed them the video footage (we constantly monitor our entire location 24/7) and they were appalled by her fabricated story. They commended us on having such a professional and well-run facility *** **** **** ***** **** ** *** ***** ****** ********* **********. We currently are saving all the videos. ************* *** ***** *** ********* *** ******** ** ****** ********** ** ******** *** ***** *** ***** ** * ******** *********** *** ** *** *********** ***** ****** ** **** ******