Bought beef tendon treats for my dogs ystd.

Lady attending to my queries was very helpful and friendly. She shared which treats were best for cleaning teeth, and how long they’ll last, and how I didn’t like oily treats. Well, what she said was true! My dogs took a good 45 min to get thru it, compared to the usual 15 min & it was definitely less oil (compared to pig ears)

Really appreciated the friendly service and great products! Will defo be back!

First post: I visited Dog Grocer after reading about it in The Straits Times. Unfortunately, my experience turned out to be extremely upsetting.

I bought two packets of treats for my puppy. At the counter, the cashier did not give me a bag and said that because I only bought two packets of treats, I was not entitled to one. I thought that the bags were Dog Grocer bag but the staff told me that they were recycling bags given for free to them. Hence, I politely asked for a bag and she reluctantly took out the smallest one. I then asked if I could have a slightly bigger bag, as my child had bought some toys and I wanted to put everything together.

At that point, her attitude completely changed. She began mocking me, saying that I only bought two packets and was now asking for a bigger bag. She continued complaining loudly and humiliating me in front of other customers who were queueing. I felt extremely embarrassed, hurt, and intimidated. She even told me that if I was unhappy, I could complain about her or “take over her job.”

I was so shaken that I couldn’t even ask for her name. Out of distress, I took a photo of her so that I could seek help later via Dog Grocer’s WhatsApp, and I apologized for doing. However, she then came right up to me and took a photo of me with her phone.

After informing Nicole Chong, the retail and marketing manager, about what happened, the founder replied that she has reviewed the cctv footages from 3 different angles and listened to the voice recordings as well. While she do acknowledge that her retail staff can have a better response to my request for a bigger paper bag, she has also witnessed my outbursts, my screaming, as well as my disrespectful tone when speaking to her staff. This is not true.

I admitted that I raised my voice upon seeing she took a photo of me but I was never in anyway rude to her staff at first. I was simply asking if I can have a bigger recycling back to put all my stuff together. The founder also informed me that I would no longer be permitted to patronize any of their stores.

There are many other pet stores that provide excellent service and genuinely respect their customers, and Heads Up For Tails is a perfect example. After leaving Dog Grocer, my family and I happened to visit the Heads Up For Tails store nearby, and the difference in customer experience was immediately apparent. From the moment we walked in, the staff were friendly, approachable, and attentive, making us feel genuinely welcome. She encouraged us to try samples of their dehydrated treats, including anchovies, salmon, and fish jerkies, which was a thoughtful gesture that showed their commitment to customer satisfaction.

What impressed me even more was that the staff didn’t mind my child or a few other dogs wandering around the store—she was at all smiles, patient, and accommodating, creating a warm and relaxed environment for everyone. She patiently answered all our questions, offered helpful recommendations, and treated both my child and all the pets and other customers with courtesy and respect.

It was refreshing to encounter a store where professionalism and kindness were clearly priorities, and it made us feel valued as customers. This experience reaffirmed that customer service truly reflects the values of a business, and it is worth supporting stores that make the effort to provide a positive, respectful shopping environment.

Final post:
I am not afraid of anything, Ming Hui. Although I did comment that your manager does not seem to manage her staff well based on other reviews, I apologized for that.
The reason I changed my anonymity is because you sounded scary — checking my past reviews on other businesses, commenting on my child’s behavior, WhatsApping me, and then posting it again. I am really afraid of what else you might do, such as checking where I stay or work. As mentioned, this all started because I asked for a larger recycling bag, raised my voice and felt really distressed when your staff then took my photo. Please have mercy on my child and me and let this matter rest

I’ve come across this store a few times but haven’t had the chance to visit in person, as they open at 12pm on weekends and I’m usually in the area earlier.

I managed to purchase their organic slippery elm powder through one of their retail partners, and it has been a reliable remedy on several occasions when my dog experienced upset stomach.

It’s very rare to find a store that made herbal supplements. I look forward to visiting in person to explore the range of supplements they offer.