Serena Joy
AVOID IF YOU WANT TO BE ABLE TO CONTACT A VET WHEN YOUR PET NEEDS EMERGENCY TREATMENT. This is extremely concerning. Yesterday I left a review after being unable to contact Snoots - emergency and direct contact number. Today after an incredibly frustrating call from Snoots I have come update my review. WHICH HAS DISAPPEARED. Hopefully it will reappear. I made repeated calls to Snoots yesterday and was cut off every time, INCLUDING THE EMERGENCY NUMBER. I will wait to see if this review also randomly disappears before spending any more time writing this review. UPDATE: Yesterday neither number listed on Snoots website worked. Today I spoke to someone from Snoots in response to my calls and email yesterday. This call was extremely frustrating as the person who called insisted that I was unable to get through to the emergency number because I 'had not previously contacted that number before'. This seemed particularly strange as she was not aware that I had contacted the emergency number - I had to give her the second number that I had called. The operator insisted then that it was because I had not called this number before. I repeated to her at least 20 time to confirm this was what she was saying, explaining that I could not see how this could be technically possible, however she insisted. I lost count of the number of times she told me how things SHOULD work - despite my assuring her that I was absolutely clear about that and she did not need to keep repeating. The issue was how they ACTUALLY worked. I have now received an email from one of the managers. It is very concerning that at no point during the long and frustrating call did the operator mention that SNOOTS ARE NOT SUITABLE IF YOU NEED ANY EMERGENCY TREATMENT. If the operator had said this, referred me to where this is shown on the website - in FAQs etc, we could have quickly finished the call. UPDATE 2: The explanation below is totally different to what I was told on the phone and from what actually happened. I was not left in limbo, it cut me off, and I was told this was due to my not being signed up to Snoots. Then I was told it was because I had not called before. Which seems bizarre to say the least - I couldn't get through because I had not called before, and even when I called again I could still not get through.... UPDATE 3: The response from Snoots and reality seems to conflict with what they say on their website: 'Can I get a same-day vet appointment in Balham? Yes! We prioritise urgent cases and offer same-day appointments when available. Members can also reach us via WhatsApp 7 days a week for quick advice or to arrange a visit.' NO MENTION THAT THEY DO NOT PROVIDE EMERGENCY SUPPORT OR APPOINTMENTS.
