Local Vets Halesowen

"Never had a bad experience here! A brilliant caring team who are great with my animals. Very clean practice too."

"Travelling through the area and wanted a same day appointment for my yorkie. “Come in straight away” - Great Immaculate waiting room, friendly and helpful staff - so far very impressed. Dog went straight through and I noticed a sign on reception “leave us a review on your first visit and get £5 of your next visit - show the receptionist your review to get the discount applied” I asked if the offer was on “I don’t think so but I’ll ask” “Yes the offer is still on” so I booked my other dog in for a routine gland squeeze - again They can see him straight away - again, perfect. So I text my partner to bring in my other dog who was were both waiting in the car. I advised the receptionist that I would review my service for the yorkie when he came out (appropriate I feel as I can’t review the service until it’s complete) and requested the £5 discount for my second appointment for my second dog - I’ll have to ask the practice manager………” “No discount as it’s the same visit” I asked “if I book in for this afternoon would the discount apply?” I’ll Ask the practice manager….” “Yes discount would apply as it’s a 2nd visit” “Great - could I book for this afternoon please” “No appointments” “Can you squeeze me in later this morning” “”No appointments” “So can I pay for my yorkie (who has now come out of treatment room and left the vets) now and keep this appointment for my other dog outside who you have availability to see right now - but - I would like the £5 discount as I feel that I qualify” “I’ll ask the practice manager……” I think the outcome can be guessed. The receptionists (polite, professional & helpful) earned 5 stars, Sophie (the lady who treated my yorkie- again professional, helpful and friendly) earned 5 stars. The venue itself - great parking, immaculate - a bit expensive compared to other vets) earned 4.5 stars (with the discount sweetener this would be 5 stars) The practice manager’s poor decisions from the back office has reduced this review to a 3 star review for: 1. Wasting the receptionists time with keep running to ask questions (They should have autonomy and discretion without having to Keep asking the “important decision making entity hiding in the back”) 2. The pettiness surrounding the refusal of the discount 3. Wasting my time and putting me in a position of taking a stand (the other customer in the waiting room actually said to me “They are a great vets but I don’t see why they are being so petty over a fiver when they clearly had the capacity to see both dogs” 4. The lack of courtesy - making these decisions from the managerial throne and after 3 questions from the receptionist still didn’t feel the need to deal with this in person. 5. It was pretty clear that the receptionist saw my point of view from the off. What a poor lesson in customer service. 6. I felt like the discount was actually going to come out of the practice manager’s back pocket. A trait I hate in staff. The result - the vet - who was expecting 2 dogs, one after the other, wasn’t informed that I had cancelled the second appointment, applied the discretionary discount without checking with the practice manager and gave us the £5 off the yorkie’s treatment. So - 2 treatments at £15 each would have earned £25 for 2x5 minute jobs resulted in 20 mins of “I’ll just check with the practice manager…..” actually earned the practice only £10 (we have donated the £5 to our local dog charity - Forest dog rescue) and has turned away what could have been a loyal customer with 2 dogs under 5 years old. Please help me turn customer service around - I’d love a culture of “how can I actually help” over “how can I stop the company I work for applying a £5 discount”"

"As customers of yours with all three of our dogs we obviously booked in as returning customers for a pregnancy scan .... 12.50 our appointment was booked for 13.40 we are still waiting, for people to be arriving after us and seen before us , after asking the receptionist she then decided to tell us we we looking at another 50 minute wait !!!! Because of emergencies well the lady who was booked in at 1.45 almost an hour after our appointment was called in to have her puppies second vaccination !!! A vaccination is not an emergency, is it ? Is it not common decency to let the waiting room know that the surgery is running behind... absolutely disgusting considering we are breeders and bring all our girls & their puppies for scans , vaccinations, microchips etc not happy at all it takes us half hour to get to you and we were left 50 minutes before i questioned it to be told another at least 50 min wait you have lost out custom and i will be putting up a review and i will be advising others to go elsewhere!! Regards Theresa."

"Registered here out of convenience (puppy had first vaccinations here + I drive past almost everyday) and I am pleasantly surprised with how caring, knowledgeable and helpful they have been in comparison to the practise we use for our kitty. No one wants a poorly puppy, but our little guy definitely thinks he has a best friend in Chelsea and will be feeling himself again soon I’m sure. Thanks so much for all of your help and support"

"Came here as an emergency because our usual vets had closed for a refurb. They fitted us in that morning. It was nice and clean and the staff were friendly. The waiting room is a pleasant place to sit with a cloud ceiling and TV. Plenty of parking at the back of the building too"