Tara Porter
Shocking experience. Director Marilyn has been deeply unpleasant to deal with from the very first call - zero professionalism and downright rude, treating calls to arrange a booking like a gross inconvenience. The area in which my dog was left with me to be sedated and was meant to a calm environment, but in fact had a clearly unhappy large breed dog behind the door barking and going crazy, making my poor spaniel quite fussy and anxious (on top of the nerves of a new and unusual location, receiving an injection etc,) and fighting the sedation. Marilyn then walked through and very rudely told me off for comforting my dog because I was distracting her from the sedation!! I explained she was very worried about the big dog on the other side of the door and I'm just wanting her to feel safe and have a positive experience, her wellbeing being more important than you trying to rush us through to get to the next appointment. I was sneered at in response. She then began shouting and being unpleasant to the barking dog behind the door - certainly not how I would want my pet treated or spoken to when in the care of a professional establishment and leaving ne anxious about the people I was entrusting my girl to. I began videoing as I was appalled. I asked to pay when my dog went back to have the X-rays once fully sedated, but the vet said no they would come out to my car to take payment so went out to my car to wait. 15 mins later I was then summoned in to collect my dog and was handed her lead. When I went to pick her up to carry her to the car I was very abruptly told that no I need to pay, and I said yes of course but my cash and phone were in the car, at which point they insisted on Inca being left with them until I returned with money. Again, grossly unprofessional and an unpleasant and unnecessary insinuation. My dog was still deeply sedated, unsteady on her feet and I just wanted her settled in the back of the car to fully wake up in peace. I returned with the money, wishing to pay half in cash and half on my card. I was given the most unspeakably vile treatment and made to feel like a criminal for wanting to pay this way. I was told this wasn't possible. They refused to offer a solution except that I drive to a cash point to withdraw the rest, or pay in full on my card. I held firm and explained the till system they use (sumup) absolutely allows split transactions and eventually another member of staff took over from Marilyn and allowed me to show her how to do this, and proceeded to successfully and simply process the payment. I left upset and truly wished I had taken my business elsewhere. Ultimately you get what you pay for - I would dissuade anyone from using this facility and I would certainly not be a repeat customer.
