Originally posted by margaret
... but actually the owners seem to take very good care of the old kitty, despite the matting problem, so I don't think they're bad people.
But they sound like uninformed people who aren't aware that there is a simple solution that could make this kitty more comfortable. (whether its grooming or shaving). I know that I sure would feel bad if I found out that my own ignorance caused one of my pets to suffer needlessly.

I don't know your boss's take on this - but the kind thing would still be to let these people know that they can do something to make their kitty more comfortable.