From the outset, the experience has been deeply distressing. Porky was referred to your hospital by our local vet, and we were told he would require specialist surgery. Weeks ago, he underwent scans, after which we were informed that custom parts needed to be built by a third party. We were told this would take several weeks. During this time, despite already being billed £4,500, we received almost no communication and had to chase updates ourselves.
Eventually, we were provisionally booked for surgery on 09/12. Less than 24 hours before, we still had not heard from the hospital. Conflicting information from the receptionist and surgeon added to our stress. On the day itself, we were told to arrive at 8am, with surgery scheduled for 9am. We were assured the procedure would take 3–4 hours and that we would receive an update. By 4pm, after repeated calls, we finally learned Porky had not gone into surgery at 9am and was still in theatre. Emergencies can happen, but failing to provide a single update is unacceptable.
The lack of communication and basic customer service caused immense and unnecessary stress at a time when compassion and clarity should have been paramount. This is particularly concerning given the financial cost, which is now approaching £10,000.
Further to this, we were informed on Thursday that Porky could be collected early, despite originally being told Friday. When we arrived, his eye was gunky, which we initially assumed was due to surgery. Within 24 hours, however, we were back at the vets, where Porky was diagnosed with an eye ulcer that had been missed by your team. We were told that had we not brought him in when we did, he would almost certainly have lost his eye.
In addition, every time we spoke to reception we were asked whether we had paid our insurance excess, despite the fact we have been attending since September and had already paid a £20 admin fee for your team to manage the insurance process. We have also already claimed £4,000 from the insurance company. Yet each time, staff appeared unaware of the situation, which only added to the impression that no one knew what was going on.
Since porky was discharged and his eye eventually healed, we haven’t had a single call from anyone at the vets checking up on him to see how he is recovering. Is this because I refused to keep being ripped off? We spent over £10k with you.
This sequence of events demonstrates serious lapses in both medical oversight and communication. Families entrust you with their pets, and the standard of care and service must reflect that responsibility. This should not just be a business designed to extract as much money as possible from people.
Very pleased with the vet the me and my dog seen very helpful
Had an emergency with our dog, after calling the emergency line I was on hold listening to myriad of different options and services about how great this vets is. After 5 minutes on hold I was told that the call wouldn't be answered. Then it hung up on me. All in all if you have an emergency use a different vet as is this one will just make you scream in anger. If you love your pet avoid this vets at all costs, as you can be assured these guys couldn't care less.
We had cause to visit this place due to our dog becoming unwell and having been referred by our own vets in Melksham.
A long story but we have a senior staffy who is extremely nervous when it comes to vets. Unfortunately, out of the blue, he had a fit whilst at work with me.
We initially took him to our vets who felt that it was best to get him seen by a neurological specialist and they suggested Eastcott. They did say, however, that having just had one fit we may not hear as a matter of urgency.
That didn't matter as he had a further three overnight so we had cause to speak with them.
Eastcott were nothing short of superb in responding, I honestly cannot fault them.
We brought him in, as arranged, and were seen by Sara who was superb with him and worked with his anxiety issues brilliantly.
She was thorough, listened to us and advised us compassionately especially as we were self funding. At no time were we given either the hard sell or the feeling that he wasn't worth the investigation cost.
He was kept in for blood tests, an MRI and lumber puncture and we were promised to be kept informed at all stages - and were.
Everything came out positive but Sara wanted to keep him in overnight for obs and to get his meds sorted.
She was thorough the following morning when we picked him up and was just lovely with us and Casper.
I emailed her a few days later, to follow up and we had a lovely email back with further advice.
We knew the sort of cost to expect beforehand and they were actually a little cheaper than anticipated.
If we were nearer, we'd use them for Casper all the time but in relation to his diagnosis - we will continue to use them in the future.
I should mention that every staff member we came into contact with were just lovely, understanding and kind.
I would have no hesitation in recommending them for your pets emergency needs.
Saved my cats life! Marcus (neurologist) really was passionate about helping Mowgli last year. I ended up moving from my local vets to here and even with more complications, the day to day vet team have been so helpful. Thank you.
Super service by friendly and knowledgeable staff. No hesitation in leaving the full 5 stars. Thankyou!
Chloe is our saviour! When our French Bulldog suffered a serious back injury, Chloe guided us through every step with professionalism, kindness, and total confidence. From consultation to surgery and aftercare, we always felt reassured. Six weeks on, our Frenchie is making an amazing recovery thanks to Chloe and the team at Eastcott Vets.
After the last 48hrs I can definitely confirm this Vets don’t care for your animal all they want is your money, and make up a barrage of rubbish to try and cover up there clear mistakes.
Picture of our poor dog today who we though was going to die after being given the wrong medication…
Just shocking! My dog went in to be spay with drop off at 7am to which she only went down for surgery in the afternoon. I was told on the phone that they do not operate a diary of when animals get seen to so it’s just a matter of they will that day. So they may as well not allow anyone to book in for appointments and just say rock up at X time and we will see you at some points, even the hospital has diaries of whose surgery they are planning to do it which operating theatre but a vets don’t. I understand emergencies happen that push everything around but my partner was also told on the phone that if my dog required some form of sedation to calm her down in the kennel that we would be notified, which we weren’t. So my dog has been sat in a kennel for 6 hours plus, probably don’t have the time to take them out for toilet breaks and the fact she hasn’t had any food or water since 7pm last night so by the time of surgery roughly 17 hours without food or water. Just so disappointed especially that I get hung up on because I used a few swear words which weren’t directed at anyone they were used as intensifying words , like we are adults and it is common language knowadays so maybe have some training in deescalation and understanding that this whole ordeal is frustrating and take it as a point “oh I will pass on that we didn’t notify you etc”.
Always great service. Wouldn't take our fur baby anywhere else.
