Agh! Misunderstand at kennels!

[khaleesi71]

DPuppy (10 months) goes to doggy daycare and is dropped off at 8. I arrived and news bulletin was playing so it was 8 or a min or two after. Kennel office was open but no one there. I rang the bell and waited - not in a hurry that morning and I was happy to hang on. I do realise that routines in the morning are important in kennels. After 5 mins I rang again. I was just contemplating leaving him in the secure field when a voice told me to come up to working entrance of kennels. I walked up with food and lead. Lady owner launched into me about being late and needing to be here on the nose. She was I thought overly agitated and I didn't want to get into it. I wasn't fussed about waiting - I handed her the lead and his bag of food and said I was here at 8. I walked away and she was shouting after me that she was always hanging around for DH. I just went back to my car - as I said I didn't want a confrontation as I think it's one of those things when people make assumptions about events and timing and unpicking it is overblown and not helpful. I was on time and didn't mind waiting.

Last time I was early (5mins) and put DPuppy in the secure field and tied his lead (bright yellow) and food to the fence. They didn't see this and said to DH I'd left him without either and didn't feed him for the day. So I was reluctant to do it straight away but was thinking I could leave food and lead in office but thought they might think I was being passive aggressive so want to wait.

I should also say that DH usually takes him and he's away.

Owner has now text husband to say I was late and rude and practically threw the lead at her!! She is demanding an apology. I regret a misunderstanding, but I was on time and I most certainly did not throw the lead at her.

We like the kennels - it's convenient and DPuppy seems to like it there. Any suggestions on how to diffuse??

I would speak to the owner either in person or via text and say you think there was a misunderstanding this morning, you arrived on time and rang the bell but obviously no-one heard it, thus the 'late' drop off. Ask her if from now on you should go to a different entrance etc.
Then say you will make sure your DH picks up on times.

'Hope this clears things up, Pup loves his time at the kennels, regards Khaleesi'

Thanks - owner will be there at pick up. I'm actually feeling anxious about it as I don't want DPuppy to be refused there. DH said she demands an apology and feel at a loss . Will try and diffuse and have made it clear to DH that he must be on time.

give her a non-apology.
I'm sorry you were upset by what happened, but....

We like the kennels

Why?! They were aggressive to you and didn’t feed your dog.

She sounds rude and unprofessional and I'd be looking for different doggy daycare if that was a viable option - I hate giving my hard-earned money to people who don't appreciate it!

@LittleLongDog - it is a fair point. I don't normally go to the kennels as I have a long commute. She seems the bonkers type who is used to having her own way. I wanted to avoid confrontation with her.

When he didn't have his food we obvs fed him when we got home and is on cusp of going to one feed a day so he was OK. I guess it's picking our battles - he's not ready to be left at home all day yet and options here are thin on the ground. On balance we like the place - no where is perfect. We felt that developing a good relationship needs tolerance and mutual understanding but this feels a stretch.

You are paying good money for this rudeness? If she is honestly your only option at pick up I’d start right off with ‘sorry about the confusion this morning, I rang your bell at 8am but no one answered so I thought you must be busy so I waited for 5 minutes before ringing again, you must not have heard at 8am. If this happens again, where would you want me to leave puppy or should I ring the bell repeatedly?’ Honestly as soon as puppy is old enough I’d move to dog walker. This is often a 2 hour (at least) round trip of pick ups and drop offs.

Personally I'd find another kennels. There rude, the didn't feed your puppy because they didn't see it next to him and they are rude and arrogant. It makes you think what else they are doing while your not here.
Find a nice dog walker that does daycare in their own home xx

One meal a day?

Poor dpuppy imo.

@Walkamileinmyshoesbeforeujudge - great username - do you practice that?
DPuppy has all the food he needs but just doesn't seem to like breakfast and enjoys his eve meal. Coat, demeanour, activity levels all good. What would make it better IYO?

I have no advice on the kennel situation (except to say I would find another) but recognise that some dogs just prefer not to eat at breakfast. Battendog was the same at about that age - and even at 2 years old eats his evening meal much more enthusiastically than his breakfast. Even though he doesn't get breakfast (now) until after an hour's walk.

Many a day his breakfast has been reoffered several times but not actually eaten until about 2pm, or totally rejected until dinner time.

His weight remains stable and he is in peak health (as a 2 year old dog should be) so I've long since stopped worrying about it.

What terrible customer service! Honestly I probably wouldn't go back if there was any other option.

@missbattenburg - never thought to call DPuppy Khaleesidog!! Your experience sounds the same as ours - glad it's not just us. After comments here I'll look at other options for doggy care.

Khaleesidog = much, much cooler name than Battendog :)

You need to apologies to HER? I'd tell her to bog off!

This woman is running a business and treating her customers appallingly. I'd be finding somewhere else I think! I've got no patience for needless drama and nonsense texts.

You say he’s not ready to be left at home all day yet? When do you plan to do that? What does ‘all day’ mean? I do hope you’re not planning on literally leaving him home alone all day?

I would look for somewhere else, if she is so rude to owners, what is she like with the dogs.

Find a new dog day care

I think it really depends on how you feel.

Personally if my dog was happy with them I would go in and say there was a misunderstanding about dropping off and picking up times and perhaps she could clarify when you should arrive and pick up and what to do in situations like today when you were there at 8 but the office was empty. It could be down to something like she thinks you need to be there 'for 8' so just before whereas you think it means 'from 8' so on the hour and a few minutes after. Same with drop off.

I walked away and she was shouting after me that she was always hanging around for DH. perhaps it was an accumulation of this and this morning was the final straw.

Whilst I am all for the 'find another daycare' if you aren't happy I also recognise that actually they may be frustrated with late pickups.

My dog only gets fed once a day. Its not unusual and not really relevant to the post tbh

@Costacoffeeplease - obviously not planning to leave him all day - we prefer to have him in kennels so he can socialise and enjoy his time and not get bored chew everything in sight. However - rebutting kennel owners hysterics May lead to them refusing to have him there - not good as he can't be left at home all day. Once khaleesidog is old enough to be left then we plan to have a dog walker.

@BiteyShark - thanks and I appreciate their frustration and we don't want to be the source of it.

I plan to apologise for the misunderstanding and confirm that if we're early we'll put him in secure field and leave lead/food in office or at fence (if office is closed). If they are in the office waiting then we'll hand over to them. I will also affirm that DH must arrive by the agreed time.

I am also trying to find suitable alternates for khaleesidog.

Leaving now - hope to resolve but feel apprehensive.

Good luck.

How they help to resolve this will also give you a feel for whether to look for somewhere else or not.

I'd use different doggy daycare, she sounds a nightmare.