This was my first time at Camp Bow Wow Durham... I was transferring from another Camp Bow Wow, when I called to make the appointment I was told I would have to fill out paperwork when I dropped my dog off to complete the registration. On the morning that I dropped my dog off the woman checking dogs in was incredibly rude. I asked her if she had the paperwork that I needed to complete and she responded with "you are going to have to wait, I will get it when I have a chance." I was the only customer in the building at the time and the phone was not ringing. About 5-7 minutes later, she gave me the ONE form to sign, during my waiting no other dogs or customers came in. When I asked a question about payment her response was very short and brash. It was a horrible first impression. Then upon pick up of my dog you all did not have my leash. Was told that it wasn't in the building, therefore was told it must have been given to someone else. I wasn't given an apology or told that it would be replaced by the company... strike two in one day.
I was looking forward to bringing my dog to this location as it is much closer to my house than the other location I previously was going to, but I will not be bringing my dog back. I will drive the extra distance to take my dog to the other location based on your poor customer service alone.
It was easy to get a reservation. The staff was very friendly and polite. I could see that my dog seemed happy and was playing with other dogs when I checked in on him using the Camper Cams. Having dealt with the Cary location, I was extremely satisfied that my dog was treated the same way at the Durham facility. The facility was clean and easy to get to.
I don't know that you can improve the issue that I am not so please about. By looking at the webcam I noted that the dogs were placed in areas portioned off and walled in. They did not play but they simply followed the individual who was assigned as they paced in circles in this holding pen.
The dogs were bored without receiving even any eye contact from the person in the pen. Really made me feel bad that I had left my dog there. He came home wanting to play as he had not had any stimulation all day. I have stopped taking him there on a daily basis and have found a person who can come to my home instead. Costs a little more but worth it. I understand that this is your business model and it probably works for most people but I think the dogs would prefer an environment where they can run and play outdoors.