Brentford Vets for Pets

Today I was scheduled for my dog’s booster at 8 AM. As usual, I came in just right before the appointment time. As I drove in to the car park, I have noticed that there were three ladies standing with one dog. They were waiting outside of your sliding doors and waited to be let in. I took the initiative to wait in a car as my dog’s excitement to see another dog can lead to a chaotic scene. With that said, I was constantly checking the sliding door to be opened from my side mirror as my car was back facing the entrance door. The second that I’ve noticed that they were let in, I have waited for a bit to ensure that my dog had a bit of a distance from the other dog. Sadly, I still couldn’t get in as your sliding door was still not set in automatic mode. When I got stood outside the door, I was pressing the doorbell but had no response. I then called at 8:03 AM and no one picked up the phone. Hence the screen shot image I have attached. A few minutes later, a member care (NOT THE RECEPTIONIST) that was cleaning the floor went to the door and opened it for me. When I arrived at the reception desk, I greeted the employee named Joanna “ good morning I have an appointment for my dog’s booster” and her first response to me was “I just wanna let you know that you were late and the result from missing an appointment results in a liver waiting time”. I have explained to her that I was not late. My explanation was very descriptive about my arrival as I have mentioned above and yet she chose to argue her case with me. I have encouraged her to check the CCTV should she not believe it and also to speak with the three ladies that were standing with one dog as my witness. I am very disgusted with her manner and her poor customer service. First of all, she never said good morning nor that she ever asked me how was I doing? Isn’t this should be a part of the customer service of this practice or perhaps their organisation is too good due to their success that you would treat any potential or regular customer abruptly? Secondly, not for once she consider me as a long time loyal customer. My credential meant nothing to her hence she couldn’t took the benefit of the doubt of my words. Last, but not least, instead of continuously arguing her case that I was late, she never facts checked the truth. She never checked the CCTV nor that she ever asked the three ladies that stood there as my witness. Additionally, Joanna never smile the second I approached her. She did not stop momentarily to observe my body language that I was upset because of her response. She did not take her moment to make a proper eye contact throughout the conversation as often she was distracted with her computer screen. To the very second that I left Pets at home, Joanna did not have sense of remorse or let alone feel apologetic for the whole situation. I have never seen any employee from this practice misbehaving in such way like Joanna. This have made me very upset and I would like to withdraw myself as their customer. Her action and her response were the implications of her saying that I’m not a trustworthy member of your practice nor that I’m valuable. Her behaviour was degrading and I was in utter shock. I gave one start because that’s the lowest I can give but based on my interactions with Joanna this service doesn’t deserve even one star!

I had my cat registered here for a year and would like to share my experience. We are no longer registered here since we moved cities and will dearly miss the practice and the staff. Firstly, all the staff - the receptionists, the nurses, and the vets, are very patient, knowledgeable, and polite. Since this is my first pet, I would anxiously call the office for the silliest questions (so much so that the staff recognised me by name lol), and I was always met with reassuring and helpful advice (for free!) We were on the Care Plan, which saved us a lot of money through discounts on procedures and free consultations. I had my cat spayed, vaccinated, and microchipped here. The staff gave me very elaborate peri-op counselling and were so transparent and reassuring. I've had nothing but positive experiences with them! I would highly recommend the practice.

Great advice from the vet we saw and all treatment options were explained clearly

I recently brought my kitten, Kira, in for her spay surgery, and I couldn't be happier with the care we received. While the whole team was professional, I want to give a special mention to Lubica and Helen for making a stressful day so much easier. Lubica handled Kira’s admission and took the time to explain the entire procedure to me with such clarity. I walked away feeling completely informed and confident that Kira was in the best possible hands. It’s rare to find someone who balances technical expertise with such a kind, patient manner. When it was time to head home, Helen was absolutely wonderful during the discharge. She explained all the aftercare instructions so thoroughly that I felt fully prepared. Most importantly, she was incredibly reassuring, making it clear that they are there for us even after leaving the clinic if I have any worries or questions. Knowing that the support doesn't just end at the door is a huge relief. A big thank you also to Richard for the surgery, and to Izzy and Maggie for monitoring Kira so closely while she was under. It clearly takes a village, and this is a fantastic one! Kira is recovering well, and I’m so grateful to have found a clinic that treats pets (and their owners) with such genuine compassion!

I cannot recommend Vets for Pets highly enough, especially Dr. Marta!! As a rat owner, it can be hard to find a vet with specialised knowledge in small animals, but Dr. Marta was phenomenal. She was so compassionate with my rats, handled them with such care, and provided clear, thorough advice. The whole team was friendly and helpful. It's a relief to have found such a trusted partner for my pets' health. Thank you!!! :))

I’m not usually one to leave reviews, but I felt I had to share our experience. Dr. Marta has been absolutely amazing in helping my family through our Yorkie Poochie’s operation. From her guidance to her constant care, she made a very challenging time so much easier for us. Knowing we have a doctor who is truly caring, gentle and genuinely loves what she does has given us so much reassurance about our dog’s health. We are incredibly grateful for her support. Thank you so much ☺️

Absolutely brilliant service!! Can’t fault them!! The Italian vet is great! And his nurse is kind and caring towards the pets.