Otis & Louie Ltd - Pet Grooming, Pet Day Care, Pet Food & Accessories

The dog grooming is not quite up to standard. Had to take the dog back to have his left and right sides cut the same. Also had a Nick on the ear

I had my stroppy westie groomed today at Otis and Louie. He hates being groomed and always plays up. His fur was quite matted as my mother has recently suffered a stroke and fractured her hip and I have had to cancel two appointments in the last month to be with her. Because of his bad behaviour and matted hair I was subjected to ten minutes of verbal abuse. I was informed that I don’t care for my dog appropriately nor that he is trained to a acceptable level. The woman who I spoke with used a raised voice(my colleagues could hear her) and was aggressive and intimidating. When I explained that my mother had been gravely ill her response was “we all have our excuses” my dog is a delight. He is friendly, happy and loving. He has many friends in Wellington that we visit. I am a registered nurse and often bring him in to the ward I work in to work as a therapy dog where his behaviour is impeccable. Reggie does nip and bite when he is being groomed but I would have thought an experienced dog groomer would be accustomed to this and know how to handle this. I finished the conversation feeling devastated and tearful. I have informed the SPCA of this conduct and will be laying a complaint with the Consumet Services Division.Marina Barber.

I generally don’t bother writing negative feedback, especially if the staff show genuine concern and willingness to address the feedback given. Unfortunately this was not the case. I took my dog, a tri colour rough coated collie to get groomed. Specific instruction was DO NOT cut the hair, just tidy the paws and ears. Heavy desheding was required, given this was his first time being groomed. I picked him up and was surprised by a bold looking dog. When I got home, I had a careful look at the job they had done. To my surprise, the more I look the worst it got. My dog looks completely out of proportion as they clearly cut hair all around the neck - very unevenly - the hair under his belly was cut as if they used a chain saw and the paws look as if they were grooming a poodle. It got worse when I realised they had cut the hair around his ears leaving one pointy ear and the other ear was cut flat - they were 1 mm from cutting his actual ear. The tail was cut as if they were grooming a horse’s tail. After much consideration, I rang them the next day and mentioned that I was not happy with the job. The lady said she was not present so I had to take my dog back for her to see what had been done. So we went back. Beyond words.... they have no idea what customer service means. When I showed them the state of the ears.... their reaction..... loud laugher and the woman said to the young lady that had groomed him.... bring the siccors- I’ll make them even... the tail.... oh lets cut some more... needless to say I didn’t let them get any closer to my dog!! Furthermore the lady that groomed him denied she had used siccors at all. After the woman finished laughing and screaming at me.... I asked for my money back.... they didn’t know how to process a refund so I got cash back. At least right!!So... if you are considering taking your dog for a groom here.... I suggest you take great consideration and make sure they know how to groom your dog’s breed. Certainly do not take your dog if it is a rough coated collie!!!I will try to load the before and after photos in another post.

Amazing friendly service, my dog even got a cute collar after haircut. I'd definitely recommend them :)

I took my cat Panchito to Otis & Louie for a grooming. He really doesn't like it but he really needed his fur to be taken care of (he's a wild boy and like to play outside a lot). The ladies groomers were amazing! They treated him like the king he is, and were also really nice to me and addressed all my concerns. Thank you Otis & Louie! I really recommend this place!

I overpaid on doggy daycare, when I advised them they were resistant to pay the money back. When they finally did repay my money the payment reference was your balls up". Highly unprofessional

We take our spaniel for grooming and they treat her so well. She comes back looking great

Amazing staff, incredibly clean and efficient. Also going the extra mile without any question. Had our boy groomed here and will definitely be coming back.

Highly recommend!I can't think of a better pet grooming in Wellington.Thanks for being so lovely with our dogs and for your excellent service always!