PUPS Pet Club

Jackie · 5★ · 2026-02-10

I really enjoyed taking my dog to this daycare and training center! He loved all of the playtime, the staff was super gentle and loving with him, and the staff trainer Maya is AMAZING! I did the Play and Train one-week program and it was so helpful with my dog's obedience training. Highly recommend, even if you're just passing through Chicago with your pup!

DR · 1★ · 2025-03-14

Edit: Pups did reimburse me. They expressed sincere apologies, which I appreciated. Hopefully this will be a learning experience.\n\n---\n\nI'm so sad I have to write this (long) review, but I'm disappointed and furious with Pups.\n\nI've been coming here for a couple of years to groom my Pomeranian. I found I really liked Will; he did a great job and I always booked with him when I could. I made an appointment with him at her last grooming in January. When I called a couple weeks ago to reschedule the appointment, they told me Will had left, but they could get me in with their new groomer, Cece. They said she had several years of experience, so I said yes.\n\nI have a list on my phone of the things I want done so I can be very clear: two-inch guard all over (I like her a little shorter), trimmed legs and belly, and rounded face, in addition to a couple of other things (sanitary trim, ears, etc.). In my admittedly uninformed opinion, it's a pretty easy groom. When meeting Cece, I read off the list. I even made a gesture showing two inches with my fingers when I mentioned the guard. When I mentioned the rounded face, she asked if I wanted a rounded chest. I said that wasn't necessary, just the two inches all over. She said she understood.\n\nWhen I picked my dog up, she was completely shaved. I could see her skin! I was so shocked I didn't say anything, just ran out. On the walk home I stared at her little exposed body; she seemed so nervous. Usually she is overjoyed to walk home.\n\nI called and spoke to Cece. Apparently, she thought I meant a #2 guard. That's a quarter of an inch! When I spoke to the manager and asked for a refund, because this is absolutely awful, she said if I received a refund the groomer wouldn't get paid, and that she could offer me a credit for another groom. I said fine. But the next day I was still so upset, my dog was clearly still very uncomfortable, and I had made up my mind to not go back to Pups. I called again to ask about the refund, and this time the manager told me she could only refund the gratuity because the bad groom was due to a "miscommunication."\n\nEven if this is a genuine "miscommunication," any decent groomer would know to ask and clarify about a shave that close. It's terrible to shave a double-coated breed like a Pomeranian unless it's a case of severe matting or other health issues; it's bad for the dog and can cause a whole host of problems, including permanently damaging the coat. Cece neglected her professional duty to look out for the dog's best interests and wellbeing; if she really thought I wanted that close of a shave, she should have spoken up and this whole situation could have been avoided.\n\nNot only that, but the groom is terrible. Her face is rounded, yes, but it's not blended at all. The legs aren't shaped. It looks awful and lazy and I feel sad every time I look at my dog. To their credit, I'm sure Pups would offer to correct it, but there is no way I'm taking her back there.\n\nPups has done a great disservice in hiring people that don't know how to groom different breeds. And at a time when they're under the microscope due to losing Minnie (who still hasn't been found), they failed to take an opportunity to maintain or improve their reputation. I hate to have to go nuclear and write this review, but I am so angry. Do not take your dog to be groomed here, especially if it's a double-coated breed. They do not understand how to groom a different coat, or the consequences of certain cuts. They are terribly misinformed, and they refused to make it right. I'm out $130 (because conditioner is an extra $15).\n\nNow, I have a badly shaved dog who has to get used to not having her coat. It may take a year or two to grow out. My dog is 14 and has cancer; she might not have that long. I just have to hope it'll grow back to the beautiful, soft, fluffy coat she had before -- and definitely find a different groomer who can take proper care of her.

Sarah Fisher · 5★ · 2025-09-15

We absolutely love PUPS River North! As first time dog parents, we were nervous about where to send our puppy, but could not be happier with PUPs. We have used them for weekly daycare and grooming for over a year now and have really had a great experience all around. Our dog loves going every week and the staff is so friendly and communicative - I feel like they really care about our dog. Would happily recommend PUPs to anyone, but especially thankful for the River North location and the community and care they provide for our pup!

Eileen Janes · 1★ · 2025-11-24

I brought my puppy in and asked for her to be kept long and fluffy. I was told her tangles “weren’t bad at all,” or near the skin.. yet she was shaved down and her eyelashes were removed without my permission. I was also charged a $20 matting fee without being notified. For $150, the communication and result were extremely disappointing.

Lauren Van Solkema · 5★ · 2023-12-05

Butter and I love Pups Pet Club! Butter attends roughly twice a week and has so much fun playing with her friends.\n\nShe starts pulling on the leash about two blocks away because she can’t contain her excitement. Everyone always addresses her by name when she enters, which makes her feel so special and loved. I can see how much they love and care for Butter and I completely trust them to treat her well while I’m at work.\n\nButter and I also use their dog sitting services, which we also love. Butter is obsessed with her dog sitter, Devyn, and dog, Duchess. The pictures Devyn sends me of Duchess and Butter playing in the park or at her place warm my heart. Communication is great and Butter is smiling in every pic. It’s also really easy to drop Butter off whenever fits my schedule and pick her up.\n\nI totally recommend the River North Pups Pet Club for daycare and dog sitting services. I attached a picture of Butter with her best friend Duchess at Pups in front of their Halloween decorations. I personally enjoy the holiday photo shoots :)