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 someone’s grief.It’s 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. I’m 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

A great veterinary practice, nestled in the heart of Bigger on the High street. The staff are very caring and attentive and the practice has a couple of parking slots directly outside. My dog needed to be seen the same day and the accommodated us without any issue and the blood results were back within 35 minutes. Great service!

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.

Brilliant vets, thorough, professional and friendly service. Diagnosed my dog very quickly after months with another vet practice. Would highly recommend

First time using this practice and found David Campbell to be one of the most caring vets I have come across and would highly recommend their service. Wishing so much that I had found them before this Thank you

Changed to this vet and he was so caring for sam who was in pain he gave sam treatment and was very good at explaining injury.Glad i changed as felt he was really caring towards sam and friendly even though sam was nesrly causing carnage.

Great vets. Professional, friendly, accessible. Always with good advice and reasonably priced.

Hi just to say thank you. That was our first visit to this surgery and Meena was treated very well and professionally thank you