I am sharing my experience with Dr Paws after being a customer for almost a year. I have two fur babies, and I have regularly visited their HSR Layout branch for grooming and routine care. Until last Friday, my experience had been fairly positive. Unfortunately, what happened that night completely changed my opinion. Around 8:45 PM, I rushed to the hospital with my 1-year-old Shih Tzu, whom I lovingly call my daughter. She was unusually quiet, refusing food, and struggling to walk properly. I explained her condition to the front desk staff, and I was asked to wait for 15–20 minutes as the doctor was attending to an emergency. While waiting, I overheard a conversation between the front desk staff and another person regarding my pet's symptoms. The reaction on their faces immediately made me uneasy. As a pet parent already worried sick about my baby, it only added to my anxiety. After waiting for nearly 30 minutes, I was informed that the duty doctor's shift had ended and that I would have to wait until the next doctor arrived. What shocked me was that despite my pet showing concerning symptoms, the doctor who was present was unwilling to even take a quick look because their shift was over. As a pet parent standing there in tears, watching my baby suffer, I cannot describe how helpless and heartbroken I felt. I understand that doctors work long and demanding hours, but when an animal is clearly in distress, basic compassion and professional ethics should come first. Feeling completely abandoned, I left the hospital in tears and drove from HSR to a veterinary hospital in Domlur around 9:30–9:45 PM. Thankfully, the doctors and staff there immediately attended to my pet. After examination, they discovered that her hemoglobin and platelet levels were dangerously low, and she was diagnosed with tick fever. Their prompt action and kindness made all the difference during an emergency. To the management of Dr Paws: if you advertise your hospital as a 24/7 facility, please ensure that you have adequate medical staff available to handle emergencies. If not, please do not create expectations that you cannot fulfill. You have lost a loyal customer, and unfortunately, I cannot recommend your services to other pet parents. There are veterinary hospitals that not only provide medical care but also understand the emotions and responsibility that come with caring for a beloved family member.
