Just an update when I went back in to pick her up they did realize the over charged me and refunded me $10. The lady was nice but I still wouldn't use them again due to the length of time it took. It's stressful enough for a dog to go through that let alone taking so long. Clearly this is normal for them and I'm not ok with it. What is the point of having an appointment if you drop off your dog and they just get to it when they can?\n\nIn response to owner:\n\nFirst of all, yes a new client should be told it would take 3-4 hours but this wasn't the case or you never would've had my dog in the first place.  Perhaps you should ensure your employees are properly following that process before you make the claim rather than apologizing it wasn't told to a new client.  It is obvious from my initial review that was never disclosed, or I wouldn't have taken her there in the first place.  Secondly, had I known my dog would sit in a kennel or cage or potentially \""held down\"" as you so eloquently describe in step one, you again, never would've had a chance to touch my dog.\n\nAnd finally pay additional for \""express service\""??  Let me clearly explain to you that her previous groomer of 6 years makes an appointment, they take her in and groom her completely before starting another dog.  She never sat in a cage or kennel, she is accustomed to being groomed regularly.  They do not overbook themselves with so many appointments that pets do not receive the proper attention they deserve and are getting paid to provide.  So thank you for taking the time to respond but your response further solidifies my choice to never return.