24/09/2026
We understand the concern raised by the video, and the welfare and safety of every pet in our care is very important to us.
We have personally reached out to Gafu’s owner to check on him and make sure he is doing well following the grooming session. We are also speaking directly with our groomer to understand what happened and to review whether our proper handling and grooming procedures were followed.
While dematting can be a challenging part of grooming, our priority is always the pet’s safety and comfort. If anything could have been handled better, we will address it accordingly.
Thank you for bringing the concern to our attention. We take it seriously and will use it as an opportunity to reinforce proper and gentle handling with our grooming team.
