The Shrubbery Veterinary Group at 65 Perry Street, Northfleet, Gravesend in Northfleet, England

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Reviews about The Shrubbery Veterinary Group

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  The actual veterinary staff are very nice and have always taken care of our cat very well; however, the receptionist staff are very rude and condescending, There is no real reason why the receptionist needed to try and humiliate us (my daughter & I) by quiering who owned our cat and making patronising comments as to why my daughter paid. It was not her place to do so. Unfortunately; the other staff behind the desk felt that was amusing; as they hid sniggering behind there computer monitors. On top of that, the receptionist that dealt with us, after we had our cat seen to, found it difficult to articulate herself enough to explain the cost of the Pet Care Plan compared to the cost of the treatment along with purchasing the tablets that our cat needed. After about 10 minutes of her not listening to me; we intended to just pay for our cats treatment and leave; however, she refused to give us our cat's treatment without taking out the Pet Care Plan. She looked confused, unable to comprehend a simple instruction, and just seemed to be waffling on without any clear direction on what she was trying to say. The other member of receptionists staff had to step in. We eventually left, completely baffled over what just happened, without our cat's treatment. Personally, and judging by our experience today, I would recommend that the management turn over their receptionist staff, or provide simple training on how to provide satisfactory customer service because the receptionists are the first port of call for people who walk into the organisation and the last people that customers see when they leave. It is essential to be able to provide an equal and consistent level of satisfactory service throughout, and aiming to exceed customers expectations; unfortunately, I am certain that The Shrubbery does not do so. This is a shame because I am sure that to qualify as a Vet; the main staff would need to spend years of training. Training that is let down by the staff that they chose to hire. I run my own company and personally I would not even consider hiring any member of staff that dealt with us today. Maybe I just have high standards, but it is clear that they are unable to achieve the basic standards of customer care. This is just my opinion based on our experience today. I would be eager to see if this is consistent when, and if, we book our next appointment (if I don't find an alternative surgery to go to in the meantime).
  by Mel Callum

  March 01, 2017

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About The Shrubbery Veterinary Group in Northfleet