I am writing to formally raise concerns regarding our dog’s grooming appointment at PawPaw Town on 14 February at 2:00pm.

Our dog was booked for a full grooming session prior to the Chinese New Year period. We understand that such sessions typically take approximately two hours. However, when we returned 2.5 hours later, our dog was not ready. We were informed that she had been uncooperative, and there had been a delay. We were not notified in advance of this delay. As responsible owners, we generally make arrangements to return promptly upon completion to minimise the time our dog remains at the premises unnecessarily.

Later that same night, at approximately midnight, our dog developed severe diarrhoea that was completely liquid and accompanied by excessive gas. This occurred multiple times over the next three days, amounting to approximately eight episodes in total.

We contacted your supervisor to enquire whether anything unusual might have occurred during the grooming session or whether our dog could have ingested anything while under your care. We were informed that the groomer did not observe her consuming anything. We also understand that our dog had been placed in a cage situated in an area not covered by CCTV and was not under direct supervision at all times.

The following day, we brought our dog to a veterinarian. We were advised that the symptoms could be consistent with ingestion of something inappropriate, and tests were conducted to rule out parasites. Our dog has a sensitive digestive system and is maintained on a strict and consistent diet. This is the first time she has experienced such severe symptoms.

We relayed the veterinarian’s feedback to your management team. We understand that PawPaw Town does not consider itself liable and has requested a medical report explicitly stating that the grooming service caused the diarrhoea. For clarity, we have not alleged that the grooming procedure itself directly caused the condition. However, our dog was in good health prior to the appointment, and the symptoms manifested shortly after she was under your care. Given that she was placed in an area without CCTV coverage and without continuous supervision, there is no clear account of whether she may have ingested something during that time.

We are raising this matter to seek clarity and accountability regarding the supervision and care provided during her stay. We would appreciate a formal response addressing these concerns.

I decided to come here after seeing the positive reviews. Disappointed with the grooming; my puppy’s coat now looks uneven and patchy.

Edit: 17/09

Your explanation isn’t satisfactory. My puppy has been groomed before and he has never turned out this way. Even with pictures, nothing can be done now to reverse the patches. The unevenness was only noticeable after I picked him up.

Additionally, the photos you provided only showed the side view and did not capture the top, where the patchiness was most visible.

Added my puppy’s photo from the back for comparison before grooming.

Xue Ru was very patient and attentive to my senior dog. Lots of groomers were unable to get the ideal cut and style that I wanted but she did it. The receptionist was efficient in handling my appointment too ! 🙂 will visit again for my doggy full groom again 🐶