What started as an animal lover’s dream job quickly turned into a nightmare for Kelly Jones*, 25, who joined The Golden Retriever Experience in Minehead in 2022. The business, admired worldwide for its joyful portrayal of dozens of golden retrievers frolicking in the Somerset countryside, had captivated social media and media outlets alike. With viral TikTok videos garnering hundreds of thousands of views and features on ITV News and Fox News, it seemed like an idyllic haven for dog lovers.
The Golden Retriever Experience also claimed to offer therapeutic sessions for individuals with autism and PTSD, painting a picture of a unique and compassionate venture. However, this image shattered earlier this year when owner Nicolas Eugene Grant St James, 62, was legally barred from keeping dogs for ten years after a court found the animals were subjected to “woefully inadequate” living conditions.
Investigations revealed that more than thirty dogs were deprived of clean water, confined to cramped indoor spaces, forced to endure injuries from frequent fights, and even left to die. A veterinary inspection condemned the facility for failing to meet the basic welfare needs required by law. Judge Brereton highlighted St James’ negligence, lack of remorse, and prioritization of financial loss over animal welfare, sentencing him to an 18-week suspended prison term, 200 hours of community service, and a fine.
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Former employee Kelly Jones recounts the distressing discovery she faced upon starting work. “I remember going into that house and being shocked by how filthy it was—grime-covered walls, no bedding, and dogs lying directly on the cold floor,” she said. Water was only accessible when the dogs were outside, leading to severe health problems like bloody stools and untreated injuries. Attempts to get the owner to seek veterinary care were met with indifference and delay, culminating in the amputation of a dog’s severely damaged toe.
Kelly also witnessed malicious behavior from St James, who reportedly yelled at, kicked, and dragged the dogs, while creating a toxic atmosphere for staff. Despite initial hopes to improve conditions from within, she ultimately resigned to whistleblowing, providing evidence to the RSPCA that led to their investigation and the experience’s closure.
While the court verdict brought some relief, Kelly feels the sentencing was too lenient. Disturbingly, Nicholas St James still has three dogs through his daughter, who shares his residence, exposing a loophole in the ban.
The experience’s official TikTok account acknowledged the closure and stated they were cooperating with authorities and making improvements. They cited a veterinary surgeon’s submission affirming no signs of maltreatment, and expressed hope in caring for the three returning dogs.
For Kelly, the trauma remains. The harm witnessed has left lasting emotional wounds, impacting her relationship with animals. “Hearing a dog bark can bring back all those painful memories,” she said. Despite the experience’s end, the scars — both physical and emotional — linger.
This case serves as a sobering reminder that behind viral appeal and social media charm, the well-being of animals must always remain a priority.
*Name changed to protect identity.