We had a very unpleasant experience during a time that was very distressing (having to put our beloved pet down). We woke up on a weekend morning to find our pet was not well and it was obvious it would not make it through the next 24 hours. We rang our vets (whom this pet had seen their whole lives and even had surgery at the clinic) and spoke to a particular staff member did not want to book us in. This person, whom we have dealt with previously, is/was dismissive, in-compassionate and extremely rude. We were told to make a booking for the following day as they were “double booked”. We decided to go anyway (without an appointment) as we considered this an emergency. It was made clear, when we arrived, that the clinic was not “double booked” as there was only one booking that arrived a few minutes before us. We knew our whole appointment time would only take approximately 5 minutes, but this whole negative experience with this staff member took a lot more time, emotion and effort. Sure enough we were in and out quickly, with matters made 100 times worse by this staff member. We drove past twice that morning, the first time approximately 30 mins after we left, there were only 2 cars in the parking bay. The second time at closing time (lunch time) the lights in the building were switched off and no cars were in the parking bay. It was very clear they were not “double booked”. A formal complaint was written to the owner and the response that was given was so unprofessional, dismissive and disturbing. None of our issues were addressed but we were the ones that were told to leave, along with our pets and not return. We’ve been pet owners our whole lives and have never been treated like this, it’s truly disappointing.