Caris Roberts

Sep 10, 2025

Extremely disappointed with my…

Updated review as the PDSA have reported my review for naming the individuals who intentionally showed a lack of empathy and professionalism on our last visit!! I’m extremely disappointed with my experience at PDSA Aston. I was left waiting for over an hour as the male admin staff member on the desk; failed to check me in. He was free when I arrived but chose to ignore me and make a phone call instead of helping. I’m heavily pregnant, and this lack of consideration was appalling. During the wait, my dog Cookie urinated in the waiting area. When I mentioned it to the same member of staff, he simply pointed to a mop, offering no further assistance. Thankfully, a kind vet noticed my struggle and helped clean up, but the damage was done. When the male admin staff member finally offered me assistance he was very abrupt when asking if I would be making a voluntary donation. I said I would pay a donation after my pet had been seen. I believe this is why he failed to check us in. The man was very ignorant and standoffish to say the least. The worst part came when I went to pay for Cookie’s medication. The female staff member; who was dispensing medication, asked again if I’d be making a donation. I explained I couldn’t due to the poor service, and she proceeded to lecture me about how the vets rely on donations, then rudely pointed out I hadn’t donated since February. I was shocked by her passive-aggressive attitude and complete lack of professionalism. I paid for my dog’s medication and left the vets. The customer service skills of both members of staff were appalling to say the least. I made a formal complaint regarding my experience on the 10/09/2025. To date 15/09/2025 I have had no response or follow up on the formal complaint I left. The only correspondence I’ve had is a notification from Trustpilot informing me that the PDSA have reported my review and want the names of the staff members who I felt were incompetent, rude and unprofessional removed.