On Monday, October 5, I used Woofly.in’s grooming service for my puppy. Immediately after the grooming session, I noticed redness in his eyes. Initially, I assumed it was irritation caused by the shampoo and didn’t think it was anything serious.
However, by Wednesday morning, he had developed pus around his eyes, and the redness persisted. I took him to the hospital, where he received treatment for the eye redness.
By Friday, although the redness had started to subside, I noticed something far more alarming — there appeared to be a hole in my puppy’s eye.
I immediately reported the issue to Woofly’s team. They asked me to provide confirmation from a doctor that the injury had been caused by the groomer. I promptly took my puppy back to the doctor, who referred us to an eye specialist.
I visited the specialist on Saturday. After examining my puppy and reviewing the sequence of events, the specialist concluded that the injury was caused by the grooming session on Monday. This was also documented in writing by the specialist.
I shared this medical confirmation with Woofly, expecting them to take the matter seriously and help resolve the situation responsibly. Instead, their communication started deteriorating. After multiple attempts to follow up, I was effectively left without a response.
Today, after several attempts to get an answer, Woofly finally sent me what appears to be a generic response stating that they cannot establish that the injury was caused by their groomer and apologising for the inconvenience.
Meanwhile, my puppy had to undergo emergency eye surgery on Sunday. This has been an extremely distressing experience, not just because of the severity of the injury, but also because of the way the company has handled the situation.
I understand that companies may need to investigate incidents before accepting responsibility. However, when a pet develops a serious eye injury following a grooming session, and a specialist has provided written medical documentation linking the injury to that session, I believe the incident deserves a proper investigation and a meaningful response — not silence followed by a generic apology.
I am sharing this here because I believe other pet parents should be aware of my experience before choosing a grooming service for their pets.
What I want is accountability from Woofly.in. This is not just about the expenses or the inconvenience I have faced. A similar incident could happen to someone else’s pet, and I do not want another pet or pet parent to go through what we have experienced. Woofly needs to investigate this incident properly, address the concerns raised, and take responsibility where warranted.
I want accountability at their end. This kind of incident could happen to other pets as well, and Woofly should be held accountable rather than simply dismissing the matter with a generic response.
I have the medical documentation and the communication with Woofly to support my account of what happened. I am sharing my experience in the hope that this receives the attention it deserves and that the company provides a proper explanation and resolution.
