I have just been for an initial health check - Great advice, friendly staff, overall a positive experience!! The receptionist and clinician (Abbie) were lovely and incredibly helpful, thank you!
They advised my poorly cat required over night care from Valley Vets. When I got my cat to Valley Vets they were shocked at how little was done at Marlborough Road Vets to sustain my little ones health. Sadly she passed away later that night. After taking my complaint to them they denied any wrong doing but I had this direct from professionals that they had not done enough. Shame on you Marlborough Vets. I now take my cats elsewhere.
In response to your reply. You apparently looked into it after my complaint and found no wrong doing. But that's a little like a child marking their own homework. This is my review and it stands.
They failed to send an order number with a prescription so my order was lost and offered to provide the medication for £250 . It cost £49 online. I made a complaint about their carelessness so they decided the trusting relationship was broken and withdrew veterinary services. I had to cancel the healthy pet plan therefore and they gave me a bill for £172 for 4 flea tablets and 1 worm tablets as they'd given me extra supply for 2 pets. 6 tablets are £38 on line. No regard for the welfare of either of my pets just regard for profit. They charged me £15 for 10mls paracetamol when I first went there so I decided to purchase online which they obviously had a problem with as no huge mark up for them.the practise manager has no animal care background and has zero concern or understanding of pet owners. Avoid buying anything off them their mark up is 3 times and whatever you do don't complain or make any suggestions of how to improve their service they're never wrong
I had a terrible experience with this practice!
Approximately 4 years ago I had booked my cat for neutering and microchip. I arrived on the day at the time I was given and was told I had come too late and would have to rebook. I explained to the receptionist this was the time I was given when booking on the phone but she was not interested and I had to rebook. My cat gets very anxious when travelling and I made them aware of this. After his procedure the following week, I collected my cat but when we got home I realised a cannula was left in his paw and was bleeding heavily. I immediately called them and after a few hours a veterinarian nurse came to my home to remove it. It was a terrible experience and an unacceptable negligence on their part.
Fast forward 4 years, I had called them a few weeks ago as I am getting ready to move homes and couldn’t find the details of my cat’s microchip to change the address. I was told they had since changed their systems and could not find the details of my cat’s microchip. I was asked to bring him in so the microchip could be scanned.
Last week I went to their sister branch in Newport road where my cat (who is extremely anxious to travel) was scanned and it turned out HE WAS NEVER MICROCHIPPED! My Siamese cat has been walking around unchipped for 4 years! Moreover, I was told I had to pay if I wanted him microchipped on the day!!! I had paid for this the first time and was outraged but to avoid having to make him travel one more time I had paid again and had him microchipped. They were unable to offer an explanation as to what happened as they could see he was initially booked in for neutering and microchip. This is unacceptable and absolutely disgusting. Please avoid this place at all costs!
Had the best advice and most caring handling of Monty by Ross, Rosie & staff. Thank you.
We brought our rabbits in for neutering this week and I have to commend the practice and our vet Ross and vet nurse Steph for the thorough and kind care provided to our boys. No question felt too much and we felt so supported through not the easiest of times. Thank you all for your warmth, kind energy and honesty for our boys - we are pleased to report they are both doing really well.
Update - Have spoken with managing director and genuinely believe that this was out of the ordinary. Will update review when I have the time as she took it very seriously and is taking action to prevent such instances occurring again.
Appalling. I am still in shock at the despicable experience I had yesterday. This veterinary practice has gone downhill. Please, please, for you and your pet’s sake, register elsewhere.
I am very, very rarely one to complain. I completely understand and empathise with those who are disengaged at work, burned out, etc and offer a lot of leeway in any given situation.
First I will start off by stating something positive - The receptionist with the curly hair has only ever been very kind, professional and genuinely empathetic. She helped me by speaking with the receptionist at another veterinary practice so that my dog’s files could be transferred over ASAP and he could still be seen that day, following the deplorable events which had unfolded which she had no part in whatsoever.
The other two staff I encountered were insincere, un-empathetic, uncaring and misleading at best. I do not know why they are in the profession, but it certainly does not seem to be out of love for the animals.
My dog has degenerative myelopathy. He got fleas which went undetected before spreading rapidly. He needed help ASAP, being unable to scratch effectively due to the disease's impact on muscles. I cannot convey how badly my dog was suffering. He was up all night in utter agony/discomfort. Where he could scratch, he scratched himself to the point where he was bleeding. I had been up all night with him, trying to help him in any way I could. Nothing helped. He was crying. He did not know what to do with himself and we desperately needed to see the vet.
My vet in Bristol could not see him until Monday and he was suffering too badly to wait. Marlborough could see him sooner and I specifically booked with them due to having a great experience with them previously. I cannot fathom how a previously good veterinary surgery can decline so badly.
As I had work on the day of the appointment, I had to get specific time agreed with management and logged on the system for which I was able to go. Due to unforeseen circumstances actually outside of my control, I arrived 6 -7 minutes late. I had called the practice in advance to inform them I could be up to 10 minutes late. I was told that this was ok.
After doing an initial assessment of my dog’s weight on arrival, an assistant with the dark hair told me the vet was with another customer and that they could not help my dog until Monday because I had been late and they were fully booked.
I asked how this could be, when I had arrived sooner than I had been told was ok when I had called in advance on the phone?
I asked why, given that no one had been in the waiting room on arrival, my appointment had clearly been given away almost immediately and that there should be 9 minutes available for my dog? Could he not be helped in those 9 minutes?
I was given the most insincere apology imaginable and told my appointment was given away almost immediately because I was not going to be present for all 15 minutes.
I really pleaded with them to offer anything, any option to help my dog, explaining the pain he had been, in explaining his distress. By this time I was actually crying.
I was given the same, insincere, and seemingly scripted apology. No compromise.- and it made NO sense as for example:
The assistant with the glasses admitted that appointments do sometimes go over the 15 minutes allocated. However, according to her, appointments which run over the 15 minutes when the person has arrived on time are completely different to those where the person has arrived late and as such, they were justified in giving my appointment away pretty much immediately, when I had phoned in and was told that it was okay by her!
More to say, no more characters and i've spent enogugh time on this.
Final thought - This practice is a shell of its former self, I strongly recommend going elsewhere.
Awful management. The vets and secretaries are very nice, kind and, where possible, helpful, but mostly rushed. Don't usually write reviews, particularly negative ones, but I've been amazed at both the lack of care and interest in service from this company's management. From my experience over the last few years, they're only interested in the bottom line and neglectful of both pet and customer care.
