Medivet The Vets Surrey Quays

Great service, friendly staff. Always make a fuss when we arrive which helps to calm my nervous pup. They’ve also gone out of their way to help me administer treatment when I’ve struggled at home The 24/7 Emergency practice have also happily put my mind at ease on 2 occasions and listened to my concerns, provided advice and put my mind at ease without making me feel I had contacting them unnecessarily Would definitely recommend

Dear readers, I’m sorry for the long negative review but I think that if you are planning to consider this clinic for your beloved pet and for your own peace of mind, you should be aware of how bad the service is here. It was a decent clinic up until about one year ago then something went terribly wrong! Episode 1 Before there was a lovely Portuguese vet, Daniela, so sweet and caring. Unfortunately, Daniela now left and a new individual took over her position: Lucie, who has a vet title, but overall, she is just a total let down. The first encounter I had with this individual was for a flea check for my cat about 2-3 months ago. After being let inside the consultation room, I am “welcomed” by the “vet” who was just sitting in front of the PC, chewing loudly her stinky food, without even acknowledging my presence, and Louise (not sure what her role is) that was supposed to check my cat’s fur. Every time Louise had a question for the “vet”, this individual would take her time to answer by just saying: yes, not now, in a minute. She went as far as actually leaving the consultation room while I was there waiting for an answer and come back after 15 minutes with a green smoothie. She then decided to answer in the laziest way possible, without a smile, avoiding any sort of eye contact! I left speechless and angry because why would I pay the salary for such a useless person? Episode 2 On the same sad episode I mentioned above, I’ve been recommended an anti-flea product (Bravecto plus spot on 250gr for cats) that supposedly should cover my cat for 3 months. At Medivet Surrey Quays this is sold for £39.22 so as I still had some anti-flea pipettes to finish at home, I thought to finish those and look online hoping to find it cheaper. I asked Louise if that would have been ok and she said yes. Fast-forward to end of June: I found the same product on Animed Vet at £18.81, I purchased it, and after a few hours one of their customer support staff member advised I needed a prescription for the product… of course no one told me this in advance. On Friday 28/6, I called the clinic in the morning and spoke with the PCA, ( she’s called Emma or Gemma, not sure) who explains the prescription will cost me £15.67 and is valid for 3 or 6 months only. I ask why not a repeat prescription? She says that in fact, not to worry it can be set up as ongoing. She convinced me to purchase it and then once the payment went through, she rephrased and said that actually, it has to be purchased again once the 6 months are completed.WHAT??? I got really annoyed and she just pretended nothing happened. She said it would have been ready within 48h, I asked her to send it via mail, she confirmed it was fine and I gave her my email. I also asked for a payment receipt. Fast forward to Monday 1/7: • Payment receipt received: none • Prescription received: none I called just before closing time and asked for my prescription as 2 business days passed by: all day Friday (Day1) + all day Monday (Day2) = 2 business days. How long to put down a prescription? 2 minutes? The PCA picks up and confirms she'd call me back by 7pm with an update.. this never happened. Date Tuesday 2/7: I sent an email at 8am asking once again to send me both prescription and payment receipt, I get completely ignored until 11:10am when I decide to call the clinic. I get verbally abused by an angry Louise who wouldn’t let me talk, keeps interrupting me, insisting 48h haven’t passed yet and stating that if the vet wasn’t too busy I might have received the prescription by the end of the day. I ask for the full name of the vet as by then I didn’t even know it. Louise gives me a fake name and hangs up the phone on me. I was absolutely shocked by this RIDICULOUS WAY OF TREATING A CUSTOMER. I sent an email to the clinic complaining and Lousie replies by saying that if I’m not happy with the service I could go and find another vet! Tried to send a complain via email to area manager Helen.. she also ignored me. This is what happened to me. My suggestion: AVOID LIKE A PLAGUE!

Friendly, efficient and informed service. The staff are always very welcoming.

Absolutely stunning service! I was stressed out and worrying about my cat, but after all help and support I received I was sure that my cat is in the right hands. The cat is at the hospital but the Vet informs me on regular basis about her condition. The team at the front desk deal with insurance company and sorted out all papers for me, absolutely amazing job. Also, the lady Vet came up with a treatment plan which could cut some costs, which I really appreciate it. Thank you for all your efforts team! 5+ service, Agnes

The entire team at Medivet Surrey Quays branch are always very accommodating and show genuine interest and affection for all creatures great and small. They are not just a commercial endeavour, they genuinely care!