"Customer care team leader" is so rude and arrogant. They rip you off and couldn't care less if you know it. Completely uncaring and unprofessional. Avoid. We've been using Blythwood for our dog for 5 years, mostly because it was convenient and it *looked* like a high quality vet. I can honestly say that the organisation is woeful. I'm sent random texts about medication on completely wrong dates, regularly. I've asked them to correct this multiple times but nothing has happened. This is doesn't give you any confidence that they have a clue about what your dog needs at any time but it is forgivable. What is not forgivable is how despicably rude the staff are. We subscribe to a monthly plan which includes anal sac secretion. We were charged £45 for it and told that it was not part of the plan. £45 is already 3-4x the national average price so I was shocked to get that bill, for a procedure that took <2mins. We since discovered that it is in our plan and made a complaint. The "Client Care Team Leader", Lou, who has ALWAYS had an air of "I'm smiling but I really wish you'd stop asking questions and just leave", has just replied to my complaint - in the usual arrogant tone - with this: "Hello,I’m afraid that’s the new plan you are referring too not the old plan that you are currently on,you would of been sent a letter or email asking if you wanted to change to the new plan a few months ago So no refund available Thanks Sent from my iPhone"No details offered on when the email or letter would have been sent but I have found the email she is referring to. The focus of that email was that the price was increasing to £17pm to £19pm and there was a small mention of moving to a different plan which is apparently superior but costs the same amount(?) I now have no idea what plan I'm on and am bemused as to why they wouldn't just move you over to the superior plan if it costs the same, looks the same and smells the same. Just feels like a basic loophole for them to not deliver what is promised in the plan really.Either way, I'm paying £19/month which is what is advertised on their website and including the anal sac treatment. Even if I am wrong, on some small-print-technicality, I'm shocked by the throwaway tone of the reply. It's almost mocking. Unbelievable. They do not care. Avoid and go to a bigger chain. In my experience, the people are actually much more caring and professional at those.
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