Two Rivers Veterinary Practice

One of the reasons I chose this veterinary practice was because of all the wonderful reviews they have received. I picked up my pets ashes, from past experience the price charged I wrongfully assumed it would arrive in a wooden box especially as the only option I was given at the time was to take the body home with me and had to ask if they offered cremation services, the only discussion being that there was a backlog and would be approximately a 3 weeks wait. When I got home I found the ashes were contained in a cheap cardboard tube which was poorly assembled and had substantially leaked through the packing peanuts the tube was encased in, therefore requiring that it be transferred into a more suitable container immediately. I now have a tiny amount of remains that fit within the palm of my hand. I called the vets as there clearly had been a mistake. When they eventually answered I was told by the receptionist that she had checked with the vet who said they would transfer the ashes into an urn at no extra cost. No apology for the lack of dignity the remains endured or the loss of the ashes. When I said that they could just reimburse the price difference as there was clearly an overcharge (I had assumed as only partial remains were in fact returned as a result) and it was upsetting enough, she changed tact and said the cost was the same. She then proceeded to talk about the charges - I eventually ended the call as there were nothing but long pauses on the other end-goodbye is a usual indication that the conversation has ended. It felt like a disgusting display that took taking advantage of someones grief. Its not the first time this practice has pulled this sort of stunt. Not a good experience from beginning to end extremely mercenary bunch. But then more a reflection on how veterinary practices are becoming. A few days later I received a letter from the vets accusing me of hanging up on the receptionist, threatening legal action and berating me for the way I made the staff feel. There was also a claim that figures for the cremation services would have been discussed if I had not hung up on the receptionist, (again, call was ended as previously stated and no offer or discussion of cremation services were discussed at the time just the offer to take the body home). That I could have a choice of options to contain the ashes in and subsequent price list - would have been handy to have this discussion at the time, not when they had self scattered after the fact. It is commendable that the team are so protective of each other but feels a little misguided in this instance. (In case of another letter - a personal view). The comments may be blunt, but for the review to be described in their letter as vitriolic and the review itself as scathing is a little far fetched. Also the part where the review is described as unjust and unfair or that the practice has been defamed on a public platform just radically blow my mind that being treated with such callousness and insensitivity has been met with a call to provide an overtly sensitive and caring review, or not post one at all. Im unclear on that fact, being asked to take into consideration their feelings but to not have any recourse on receiving a substandard service is what prompted the posting in the first place, further prompted by the admonishing remarks and no mention other than that of my further financial input to rectify the situation. I have amended this review to assuage their delicate sensibilities, but do feel that it should remain as we live in a society where free speech is permitted and no one should be intimidated into being silenced (a general thought I hasten to add as to again reiterate - in case I get another letter from the vets) It is noted that they stated that the final comment was not appreciated but after the letter I received it makes me very curious if everyone that has a bad experience or writes a less than favourable review is sent such chastising post so it remains - Avoid like the plague
Aug 25th, 2021

Absolutely wonderful practice and very friendly x
Mar 28th, 2023

All my animals are under the care of two rivers in biggar, horses, dogs and a cat! Fantastic team of staff who are caring, compassionate and professional. Very thorough in all aspects and no stone is left unturned. I have no hesitation leaving any of my animals in their care.
Jan 31st, 2023

Amazing customer service, staff are warm and friendly all of the time. Iv been on a few occasions and they have even squeezed me at short notice.
Oct 11th, 2021

Positive: Professionalism
Sep 21st, 2021