Durham >Pet Services > Best Friends Pet Care Inc
2617 Shady Grove Rd, Durham, NC | Directions 2770335.929551 -78.757085
Mon-Fri 8am-6pm ; Sat 8am-5pm ; Sun 3pm-6pm
I brought my dog to Best Friends about a month ago, and I wanted to spend some time reflecting before I wrote my review. Overall, I *wanted* to like Best Friends because the staff seemed so nice from my initial contact with them, but the numerous mistakes and the condition of my dog when I picked her up make it difficult for me to consider bringing her back here again.
Our story: We had a family emergency and Best Friends kindly agreed to take my sweet, Jack Russel Terrier on very short notice, which was a major plus! The staff seemed very nice, especially the female manager. She is very reassuring and seems to love what she does, a positive for the company. I brought my dog's blanket and some treats because they said they would give them to her--she gets anxious around dogs (we rescued her from a shelter), so I thought the blanket would help. Neither the blanket nor the treats were taken out of the bag--all of the treats were still there when I returned and her blanket did not seemed to have been moved, both of which were negatives from my point of view. One of the services they provide is to send you a picture of your dog. When they sent me the picture it was NOT *my* dog. I immediately called them to check on her because I was worried that they didn't know who my dog was--this was concerning because I paid for specific "play and stay" options and I wondered if some other dog was getting her extra walks and playtime. It took me a while with the young woman on the phone before she realized who my dog was--not a plus. Eventually they sent me a photo of my dog and assured me that she was getting the appropriate services for which I was paying. This was all very disappointing. When we went to pick her up and pay, it seemed more expensive then I had been quoted. I asked for a breakdown of the fees and there were two extra days added on. The young woman working with me asked the female manager--the one who had seemed so nice--about this and she was short with us but begrudgingly agreed to take off the charges. I was a bit taken back by this because it was their mistake and she acted like she was doing us a favor. We were more than happy to pay for all of the services my dog received and days she was at Best Friends, but I did not want to be overcharged--a reasonable request. The week we were out of town it was especially rainy in Durham, and when my dog was brought to us she was soaking wet and filthy. When we said something to a staff member, he gave us a dirty towel and he said she was soaking wet and dirty because it was raining. When we got home, it was clear she was sick. The next morning we had to take her to the vet because she would not eat or wag her tail. The vet told us dogs do not voluntarily sit in the rain and that she likely got stuck in the outside portion of her 'kennel suite', which caused her to get wet and sick (she also had what the vet called 'cold tail'--they think this is caused by overexertion, suggesting they did play with her at Best Friends). We had to give her 6 days of medication, after which she got better. Luckily, we have a health plan for her, so the vet visit wasn't very expensive, but she was still negatively affected and my husband had to take the morning off of work to bring her to the vet. I do understand there is some normal stress for a dog from being boarded, but getting stuck outside did not help with this.
In closing, I was hoping to like Best Friends as it is in the country and is very accommodating for persons with short notice. Overall, however, I was very disappointed and would not bring my dog back there again.
Horrible Pet Care – Horrible. Bad animal care and very poor customer service.
When I picked my little yorkie up she was covered in feces. The associate said "Well, maybe she ate a bug". After 5 days of severe diarrhea and plenty of vet bills she finally recovered. I called several times to speak to the manager and was told she has a note on her desk to call me but I never heard from her. Worst experience ever! I would never use this place ever again.
I would not even give this place 1 star but I had to select at least one.
A Home Away From Home! – Our dog Ruthie has been boarding at Best Friends for almost 3 years now. She averages at least one visit every couple of months for at least 3-5 nights. Kimiko, Sean, Cheryl, as well as the entire staff are always so pleasant and make us feel like we're their favorite clients! Ruthie enjoys the daily playgroup where she gets to socialize with other dogs. We enjoy coming home and finding a picture of her during playgroup in our email. She's always groomed/bathed very nicely when it's time to pick her up. We've never had a problem with her being sick (diarrhea) when we get her home, as has been our experience with other kennels in the past.
Ruthie is always very happy when we drop her off to stay, she can't wait to get out of the car and into the kennel see all her friends!
Thanks Best Friends, I recommend you to everyone!
Its a great place for dogs who arn't to great with other dogs or when you need to go out of town real quick they always seem to have room. – I like it!
It feels like its a family run business even though its a big business with lots of locations which we've used.
Pricing: Its cheap! Honestly its really inexpensive for boarding. I also use it to board my two cats. Its way better than the Indoor only petsmart boarding!!! The dogs get an indoor and outdoor area just for them. You can sign up for daycare with other dogs. Which my dog loves but the price does jump a bit. The hours are fair since they open at 8am and close at 6 pm most days. I love how you can sign your dog up for nature walks. The best part is that i've seen the employees out in the trail actually walking dogs! Most places I feel charge for it but don't give you the service. Overall I would really say this is a great place.
My only negative thing is the grooming.I was not at all impressed with the quality! But on the other hand I think this could be the cheapest place to have your dog groomed. I will not be using the grooming services again though. I don't think the groomer is trained? It just might be an employee doing the grooming and not a groomer.
Great staff and service, my dog loves it – We used to always fret over finding someone to do at home dog sitting but not any more. My Great Dane is usually such a wimp about being separated from home and his mom and dad but he loves going to here! All the staff at Best Friends is so friendly and Mike has been very helpful. Even though we only board two or three times per year the staff always knows us when we call to schedule and they welcome Big Wee with huge smiles when we arrive. I always leave feeling like we (and Big Wee) have gotten more attention and service than what we paid for. That is a great feeling and I always recommend their business to other pet owners.
Editorial Review – Offers boarding, grooming and training for your pooch, plus extras like cuddle time and ice cream treats.
Horrible experience – I Placed my dog here over the Christmas Holiday. I brought my own food, dog bed from home, and toys. I called during the stay to check on my dog and was assured he was doing great. When I picked him up, he had just been bathed but there cuts/scrapes on his cheek and the bedding I brought was covered in dog waste (they say they wash it- not!) I threw it away. - No mention of the wound on his face or how it happened. A few days later I had to take my dog to the vet for allergy symptoms. I left twice the amount of food that he would need during his stay - no accounting for the extra food - not sure what he was fed while there. This place is a hose-down facility, and they pay little attention to the pets who are left there.
great place! – great place to leave your pet while you are away! staff that anticapetes your needs, and cares for your pet! they have pleanty of room for the dogs to stay and also to play...thanks for taking care of my pet
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