PetSmart Grooming

Took my 2 year old gsd/bernese mix for the first time at a petsmart groomer. I told them not to crate my dog as he is very anxious and just to call me 10 min before hes finished. The lady said it would take 2-3hours for the whole service. 30 min passes and i get a call telling me they couldnt finish the service because my dog reacted poorly to the kennel. I told her i asked them not to crate my dog. But i guess they didnt listen at all... she said i should have booked it as an express grooming so they wouldnt crate my dog but how was i supposed to know its my first time taking my dog to petsmart and its the last time.I didnt appreciate the lack of understanding for an anxious dog.. my dog was traumatized from the service. Im not bringing him here or any other petsmart again.