PUPS Pet Club

Lost dogs at facility (South Loop location)

“I learned that dogs are transported to the South Loop location for overnight stays. That's a hard 'No' from me, given that the facility has 'lost' two dogs.”

Dog injured during grooming - corneal ulcer

“my dog developed a corneal ulcer following his grooming appointment... Brendon's response was shockingly dismissive. Rather than expressing any empathy or accountability, he shifted the blame, suggesting the ulcer was 'because he's old and has bad eyes.'”

Staff member screaming at dogs

“Walked in and could hear a gentleman in the back screaming at all the puppies. Maybe don't work with animals if you don't have the temper to be around them.”

Dog returned injured after grooming

“When I picked him up he urinated for at least a few minutes on the street. Never taking my dog to this location again!”

Kennel cough contracted at facility

“my puppy caught kennel cough while here. My dog had been going to a daycare back in Texas for over a year and NEVER got kennel cough.”

Alleged sedation of dogs (disputed by management)

“EVERY TIME MY DOG HAS STAYED OVERNIGHT, IT HAS COST ME 1200.00 TO 1400.00 IN VET BILLS. HE IS A HYPER DOG AND I FEEL LIKE THEY ALSO SEDATE HIM. HE IS ALWAYS VERY LETHARGIC WHEN I BRING HIM HOME EVERY SINGLE TIME.”

Pricing not communicated/unexpected charges(4 mentions)

“they increased the price by $45 without notifying me beforehand... I was quoted $95 and expected to pay that amount — not $140.”

Poor phone communication/unreachable(3 mentions)

“They never pick up the phone when I try to order services from this location. I call multiple times different times throughout the week and day.”

Grooming issues (too long, dog injured, incomplete)(5 mentions)

“it takes them 6 hours to groom a 10lb mini poodle! ... My dog must have been left unattended in a crate since morning”

Transport/location mix-ups(2 mentions)

“they forgot to transport Dakota from the South Loop club and wanted me to go pick her up (or pay another day of overnight boarding!!)”

Refund policy issues(2 mentions)

“I hoped—EXPECTED—that given the difficult circumstances, PUPS would make an exception and refund the 10-pack... They never replied.”