Paw Paw Town

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.

my new favorite trusted pet groomer!!!!! i highly recommend this store! always happy and satisfied with their work! from bathing to basic grooming! i dont mind leaving my dog here cause they always send me updates! my dog also loves all the staff! whenever they see them she excitedly runs to them! we will try their full grooming soon! really recommend this place! truly 5 star!

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.

I can't say enough good things about Paw Paw Town. They always treat my two precious furkids with such love and care. Every time I bring them in, I know they’re in great hands. They are friendly, attentive, and truly passionate about what they do. My furkids always come out looking fabulous and, more importantly, happy! It's clear they are well cared for during their time there. The attention to detail and the extra effort they put into grooming is unmatched. Highly recommend to anyone looking for professional pet groomer who genuinely loves animals and provides top-notch service. Thank you for always taking such wonderful care of my furry kids.

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 🐶

It is deeply concerning to learn that there was no response provided despite everything that the owner and her dog went through. The explanation that the dog was placed in an area without CCTV coverage raises serious safety questions. In the event of a more serious incident occurring in an unsupervised area, it is unclear who would be held responsible. Additionally, having only a single CCTV camera in the grooming area does not appear sufficient to ensure full monitoring and accountability. Pet owners place significant trust in grooming facilities, and comprehensive supervision and transparency should be standard practice.

Needed full grooming for 2 dogs ASAP and found Paw Paw Town via Google (for groomers in the East). Paw Paw Town was swift in answering my queries (via Whatsapp) and coordinating the necessary admin + logistics. They offered safe transportation services (free for me as I was within the area) - which saved me time and effort! They also kept me posted through the entire process via Whatsapp with pictures and checked in with me if I was satisfied with the end-result (otherwise, they’ll continue with the trim/etc). The end to end service was excellent (i had chosen full grooming services) and I will be definitely back as a recurring customer!

Sent my pom pup for her first grooming and they did a great job of making sure she is groomed according to our preferences. Prompt customer service and knowledgeable, friendly staff. Will be back again!

I’ve been sending my dog there for daycare regularly. The staff are warm and accommodating and genuinely care about dogs. Sometimes we even arrange for grooming at the end of a daycare session. So convenient! My puppy always comes home very satisfied after her session with them. Very happy to have this rare gem in the east.

Loved our first grooming experience with Paw Paw Town. The staff was able to handle my active puppy and shared images and videos on WhatsApp to update on how she is doing. Mine seemed to be so comfortable that she was dozing off. They also provide daycare services, so there's a big play area for your puppy to chill at when they're waiting for you to pick them up. - Booking appt: Easy, can be done on their website. You can send them images of your puppy a few days before heading down to clarify the cut you want. There is a one-off discount for new customers. Shop will send an email reminder one day before the appt. - Pre appt: Shop is relatively easy to find, near a pet friendly cafe. There's a few visitor lots in the building that you can park at temporarily to drop off your puppy. Do arrive slightly earlier before your allocated slot. - During appt: We did a full groom for her first session and it took about 1h 45min - Post appt: Puppy was enjoying herself and playing in the big play area. She also received a welcome squeaky toy that she now loves. Hope to be back!