I had to give 1 star to write a review but honestly they deserve no stars…read more
I am writing to express my deep disappointment and distress following the experience I had at your Northlands Kettering branch yesterday, when I brought my guinea pig, Little My, to be put to sleep.
Little My had taken a sudden turn for the worse that morning, and as the Cat & Rabbit Clinic in Northampton -- where she had previously received excellent, compassionate care -- was closed, I had no choice but to come to your out-of-hours service. I must admit I was apprehensive given previous poor experiences with this branch, but I had to to as Little My was in extreme pain and discomfort.
Unfortunately, from the initial phone call to the moment we left, the experience was deeply upsetting. When we arrived, we checked in and were told to wait. A nurse came to ask what we wanted to do afterward, and we confirmed we wished to take her home to bury her. We were told she would be wrapped in a towel and placed back in her carry case for us.
After waiting around 20 minutes (as the vet was running late), we were finally seen. The consultation lacked any compassion, care, or empathy. The vet took Little My out of the room via a back door, leaving us to wait. I would have expected a private, peaceful space for such a distressing moment, but we were left in a standard consult room.
When the vet returned, he brought her back through the waiting area -- in full view of others -- and simply placed her carry case on the table. She was not wrapped in a towel as promised; she was lying almost upside down, with her face wet, and it was extremely upsetting to see her in that state. When we asked whether she went quickly, we were told it took several attempts, which horrified me.
Every previous time one of my guinea pigs has been euthanized at the Cat & Rabbit Clinic, they have shown extraordinary compassion and respect. My pets have always been returned peacefully, wrapped in a little box with their name on it. The contrast in your clinic's approach was shocking and distressing.
To make matters worse, when I went to the front desk afterward, (visibly upset) there was no understanding or kindness shown. In such situations, it is common practice to allow payment over the phone later, but instead I had to pay immediately while four staff members sat chatting nearby, which made me feel extremely uncomfortable and unsupported.
This entire experience was cold, unprofessional, and lacking in empathy at a time when kindness should be paramount. I sincerely hope that this feedback is taken seriously and used as an opportunity for your team to reflect and improve -- particularly in handling sensitive euthanasia cases.
I will not be returning to the Northlands Kettering branch and will be advising others to seek more compassionate care elsewhere. I truly hope no other pet owner has to go through such a distressing experience in your care.
