Medivet West Kingsdown

A distressing experience Involving the practice manager, Emma Bestow. - Avoid. I brought my pet, Poppy, in for a consultation, and the vet recommended some eye drops. I mentioned that I believed we already had the medication at home, but I was unable to confirm with my wife at the time due to poor signal inside the building. As a result, I decided to proceed with the purchase. However, upon returning to my car just minutes later, I was able to call my wife, who confirmed that we already had the same eye drops at home. I immediately went back inside literally within minutes to explain the situation and request a refund. To my surprise, I was told that because I had left the premises a refund could not be issued. I politely explained that I disagreed with this policy, particularly as I had not gone far and was back very quickly. The receptionist consulted with someone and then informed me that a credit could be added to my account. I reiterated that I did not want credit I simply wanted a refund and asked to speak to a manager. While the receptionist remained polite and appeared to be trying to help, the situation escalated unnecessarily when Emma Bestow came to speak with me. From the moment she approached, her demeanour was defensive and dismissive. Rather than listening to my concerns, she questioned my integrity, spoke over me, and made it clear that a refund would not be considered. She offered only a credit and repeatedly cut me off when I tried to ask questions. When I pointed out her rudeness, she accused me of being rude instead. Her exact words were along the lines of “credit or take the drugs,” which I found both shocking and condescending. She then instructed the receptionist to apply credit to my account and walked away without further discussion. This experience was incredibly upsetting and frankly humiliating. I have never been made to feel so small or disrespected in my life. I have been a loyal customer of Medivet and did not expect to be treated this way especially by a practice manager, who should be setting a far better example for their team. To make matters worse, I have now received an email stating that the credit has been removed from my account, meaning I am not only out of pocket but also left without the product I paid for. This experience has left me feeling extremely disappointed, let down, and, quite honestly, robbed. I visit the vet to care for a beloved member of my family not to be spoken down to or treated with disregard. I will be sharing my experience with friends, family, and members of the local community. Visiting the vet is already a stressful experience this situation made it needlessly worse.