Very poor customer service and lack of basic courtesy
I had a very disappointing experience at Manchester Cat Clinic today.
My appointment was booked for 11:30am, but I arrived at around 11:15am and politely asked reception whether the vet might be able to see my cat slightly earlier, as there were no other customers in the reception area and I was on a tight schedule due to a large delivery expected shortly after.
The receptionist’s response was rude and dismissive. I was told that because my appointment was at 11:30am, the vet would not see me before then. I accepted that, but by 11:30am there was still no sign of the vet. When I asked again, the receptionist was rude once more and simply told me to sit down and wait.
I explained again that I was under time pressure and that I could only wait another five minutes. At that point, there were still no other customers present, just myself and my cat. When the vet eventually came out and told me to wait, I explained that I could not stay any longer, especially as the appointment time had already passed. I was told to re-book, but after the way I had been treated, I decided I would not return and would take my cat elsewhere.
I understand clinics can run late, but what disappointed me most was the lack of communication, empathy and basic customer service. A simple apology or explanation would have made a big difference. Instead, I felt dismissed and treated as an inconvenience.
Based on this experience, I would not recommend Manchester Cat Clinic.
PS: I do not accept that this is an accurate reflection of what happened. I arrived early at around 11:15 am and politely asked whether I could be seen earlier because the waiting area was empty! I was simply asking whether it was possible, given that the clinic appeared quiet and there were no other customers waiting. My concern was not that I was refused an earlier appointment. My concern was the way I was spoken to and the lack of courtesy or communication.
I also do not accept the suggestion that I was being unreasonable or trying to “punish” a small business. I left a review based on my genuine experience as a customer. A business is entitled to disagree with a review, but dismissing a customer’s concerns as “unreasonable behaviour” does not address the poor customer service I felt I received.
I understand that appointments can run late and vets may not always be available exactly on time. However, a simple polite explanation or apology would have made a significant difference. Instead, I felt dismissed and spoken to rudely at reception, which is why I chose not to rebook and to take my cat elsewhere.
My review stands because it reflects my genuine experience on the day.
Antwort von Manchester Cat Clinic
Your appointment was at 11.30am and the vet was not available before then. At 11.33am you were rude to the receptionist and said that if you were not seen within one minute you would leave.
The vet came out and advised that she would see you in two minutes, you said you had a delivery waiting at home and needed to be seen immediately, so the vet advised that your appointment was 20 minutes long so since you had a delivery waiting at home then you could go and accept it and we could see you later in the day if preferred.
You can't reasonably expect to turn up earlier than your appointment and be seen earlier, and then get angry when you are not seen within three minutes of your appointment time. Any appointment with any other business would be the same - be it vets, doctors, dentists, hair salons etc.
We are happy for you to go elsewhere but you need to realise that your demands are completely unrealistic and not decide to punish a small business with an unfair review based on your own unreasonable behaviour.
