Loo Jess
I am writing to express my serious concerns regarding the grooming service provided to my boss's dog, Mona, at your Quayside Isle branch on 17 March 2025. Despite my efforts to reach out via LinkedIn, Pet Pawroni email, and a Facebook message, I have yet to receive a response. We have recently discovered wounds and scabs on both sides of Mona's ears, which were not present prior to her grooming appointment on March 17th. While we understand that a week has passed, we strongly believe these injuries occurred during the grooming process. In addition to the injuries, we are also deeply dissatisfied with Xinxin's unprofessional conduct during the appointment. Upon our arrival, she immediately claimed that Mona had an ear infection, without conducting any examination. This is particularly concerning, as: - Mona's previous grooming session on 27 February 2025, by another groomer at your establishment, did not indicate any ear infection. - Mona had a veterinary check-up on 13 March 2025, and the veterinarian did not identify any ear infection. We understand that groomers may offer additional services; however, Xinxin’s aggressive upselling was unacceptable. She attempted to sell a spa treatment, which we declined. She then suggested toothbrushing, stating it was necessary every six months. As Mona had her teeth brushed during her previous grooming on 27 February 2025, we declined this service as well. After the grooming, Xinxin then stated that Mona’s ears were red due to infection, but she did not inspect them in front of us upon arrival. Mona has a history of regular vaccinations and health checks and has never experienced any skin problems or ear infections. We are deeply concerned about the injuries and the misdiagnosis of an ear infection. I request a thorough investigation into this matter. I would also appreciate the opportunity to discuss this issue with you directly.
