Such a painful experience
We have been loyal customers of this veterinary practice for nearly two decades. We recently lost a beloved member of our family, a loss so tragic that it has ripped our world apart. After declining health we had to make the difficult decision to have him euthanised. That was bad enough, but the manner in which it was handled by the vet left us feeling betrayed. The vet did not take the time to explain the procedure to us and it felt rushed. It was all over in less than a couple of seconds, leaving us without the opportunity to say a proper goodbye to our little boy. We felt cheated of the one-time-only chance to let him die with dignity and love. Obviously we were left numb and traumatised. When we approached the practice "manager" we did not receive the compassionate response that we had expected. Instead our concerns were met with excuses.
Our overall impression that our concerns were being dismissed by a corporate box-ticker. The response came across as lazy platitudes. We didn’t even receive a genuine heartfelt apology, which would have been the right - and professional - thing to do.
We certainly don’t need staff telling us that they are sorry that "WE FEEL" let down by their unprofessional conduct, which is tantamount to blaming us for their poor customer service. Blaming customers is never acceptable. True professionals would not stoop so low. We are now looking for an independent professional vet for our other animals.