10/03/2026
**Need to address a negative review**
After 22 years in the salon I have received my first negative review.
I had very sweet 14 week old puppy booked in last week for its first ever puppy introduction.. puppy introductions should be a positive experience to help train and teach a puppy to enjoy grooming. Unfortunately this puppy had extensive matting/ felting of both back legs over her shoulders and top of her front legs. The owner believed this was because her breeder has recommended not to use a comb and just very gentle brush at this age to make it a positive experience unfortunately with wet muddy weather and bathing this had lead to matting. I gave two options but suggested she went away got second opinion and spoke to her breeder first as she was upset. Option 1 is clip off completely which isn’t ideal or easy on a young pup but the most humane. Option 2 we bath and use specialist conditioner and combined with the dryer try and lift and brake up the matting hopefully within a few sessions be able to clip with either a long blade or even better have removed the matting gently without discomfort.
As a professional groomer I follow the animal welfare act 2006 stated below.
Under the Animal Welfare Act 2006, causing unnecessary suffering to an animal is a criminal offense. Prolonged de-matting is widely considered to fall under this category because it is painful and detrimental to a dog’s welfare. Consequently, professional groomers often refuse to de-matt severely tangled coats, opting instead to clip the fur short to avoid causing pain.
Key Points Regarding Dematting and the Law
Preventing Suffering: The Act mandates that animals be protected from pain, injury, and suffering. Forceful or extended de-matting causes significant distress, skin irritation, and pain, which violates these legal protections.
Grooming Policies: Most professional grooming salons have strict "Matted Coat" policies. If a coat cannot be humanely detangled within a short period (often cited as 15–20 minutes), groomers will typically choose to clip the coat short to prioritize the animal's wellbeing over the owner's aesthetic preference.
Risks of Matting: Severe matting prevents air circulation, leading to skin infections, hot spots, parasites (fleas/ticks), and reduced blood circulation. Removing these mats requires professional care, and clipping is considered the safest, most humane method to resolve the issue.
Owner Responsibility: As part of the duty of care under the Animal Welfare Act, it is the owner's responsibility to maintain their pet's coat through regular brushing and grooming to prevent severe matting from occurring in the first place.
If your dog is severely matted, it is recommended that you consult a professional groomer or veterinarian, as they are trained to handle the situation in the most humane way possible without risking further injury or suffering to your pet.
Just because you can doesn’t mean you should … welfare comes first.
Those of you who I have groomed your dogs for many years know, when your dog is ill, injured or elderly welfare comes first .. always. You may wait longer til I groom your dog after injury, you may get a shorter more easy to manage trim. We may split your groom the over multiple appointments I do this for your dog not for me !! Alway welfare first ❤️💙
I have previous veterinary experience and work closely with a number of veterinary physios and acupuncturists. My personal dogs have suffered with cruciate injuries and IIVD ( spinal injury) I will always put welfare before looks !
Thank you all for your support over the last 22 years and for keeping me so busy ! Please book in advance March is already fully booked.
Sorry for the long message but negativity is upsetting when you care ! Thank you Sarah
