Poor communication
I have decided to write a review as a year later continue to reflect on my experience with Cheristone Doodles. I have no experience with the puppies just the process.
Following a puppy consult with Becky I reserved a puppy paying the deposit in March 2024. We were 6th on the list which was not an issue with the planned pick up date in Oct 2024. We were kept updated throughout the pregnancy which was lovely and really quite exciting. This was to be our 3rd dog.
The puppies were born and then I had 2 emails with conflicting information, one regarding the day to visit to “choose” the puppy and another relating to the sex of the puppies that would be available. Both were confirmed after I queried via email. I emailed Becky as a courtesy saying that our family of 4 adults would be visiting to view the new pups. Me, my husband and daughters in their 20’s. The reply was that it was to be only me and my husband as the main decision makers to come. It is a family decision and my daughters take a very active role in looking after our dogs. Weekly family walks on a Sunday is something we all look forward to. I replied saying that we intended to observe the puppies rather than handle them prior to choosing as this is what we had done in the past. Becky took 3 days to reply informing me that we were all welcome. The website mentions that a “Family visit to meet mum and puppies to choose your puppy - special memories”. During this time I decided that we would go elsewhere. I emailed Becky to inform her that we would not be attending the viewing day 2 days later. She failed to acknowledge my email so messaged her the following day (day before the visit) to confirm that we would not be attending and received a thumbs up. As a business owner I would have thought that she would have been interested in understanding my decision after paying a deposit.
I appreciate that Cheristone Doodles is a business and that they are very busy however the process does not allow for any flexibility. You are told what day and time to visit the pups. (I did advise that could only manage the Sunday of the visiting weekend due to work which was accommodated). The collection day is also rigid which is understandable especially as new owners will need to be taking time from work to settle the new pup into their home but again needs to be planned.
The main issue from my experience is poor communication.
Having booked time off and planned for a new puppy we found an F1 goldendoodle puppy from a private family who had mum and grandmum. The Dad a stud poodle in Welshpool. Mum and Dad both health checked. To date we have a very happy and healthy one year old Flossie!
Réponse de Cheristonedoodles
Thank you for sharing your feedback, Anne. I’m glad you enjoyed the pregnancy updates, as we love keeping families involved from the start. I’m sorry if parts of our process felt inflexible or if one of my replies took a little longer than you hoped. We do try to be as accommodating as possible – for example, adjusting around work and holidays, or keeping puppies a little longer when needed. Visits and collection days are scheduled well in advance to help families plan, and visit times are arranged in the order reservations were placed so that the choosing process is fair for everyone. Visits are also managed with consideration, so the puppies don’t get overtired and families enjoy the best possible experience.
The dogs and puppies in my care are my highest priority, which sometimes means communication takes a little longer when I need to be hands-on with them or with visiting families. I always aim to clarify quickly if something isn’t clear.
I wish you and Flossie every happiness together, and I hope future readers can be reassured that our process is structured and organised with the puppies’ best interests at heart and with the aim of supporting families as they prepare to welcome them home.