Poplarvets レビュー 13

Always happy to help when my three pets need care. One had two major operations there and the care was exceptional.

I changed to Poplar Veta after the vet who was fantastic left when it changed hands. I am so glad I made the move. The vets I have seen at Poplar have been fantastic kind, caring and empathatic particularly helping my cat with end of life care and eventual euthanasia. I cannot thank Dr Bernie and Jean in particular enough. The reception staff are also lovely and it is a clean, calm and welcoming environment. Thank you for all you do!

🐾 If you love your pets, please read this before choosing Poplar Vets. 🐾

(I have attached their comms below verbatim)

Over two years ago, we found a lump on our dog Archie. We did exactly what any responsible pet owner would do — we took him to our vet, voiced our concerns, and asked for it to be checked. They reassured us it was “just a fatty lump” and ran no tests to confirm it.

We brought it up again. And again. Multiple check-ups over well over a year+, each time raising our worries — and each time, dismissed without a single test.

When we finally saw a new vet, their reaction said it all: shock that it had never been tested. They immediately did a simple needle test and found mast cells. Archie had a subcutaneous mast cell tumour — one that had already spread to his lymph nodes and possibly his testes.

Because it was left untreated for so long, surgery alone is no longer an option. The best we can hope for is partial removal, a month of aggressive radiotherapy and chemotherapy… and even with that, Archie’s life expectancy is now two years at best.

We have been told, in no uncertain terms, that if this had been identified earlier, Archie’s prognosis could have been completely different.

We contacted Poplar Vets to seek a resolution. They admitted negligence — but offered nothing more than a free consultation (as if we'd ever put our pets health in their hands again!), no apology, and no effort to truly address their failings. When we pushed back, they ignored us. When we went to the Veterinary Client Mediation Service, they refused to participate.

Negligence is bad enough. But to refuse to even try to make things right is immoral. Archie’s life, and the huge emotional damage to our family, is the cost of their inaction.

If you believe vets should be held accountable for the lives entrusted to them, please share this. Maybe then they’ll listen.

Responses from the practise:

"As Archie may have been seen at times by a locum veterinary surgeon, who is no longer working with our practice, it would aid our investigation if you could kindly describe the veterinary surgeon(s) you recall seeing, or, if possible, confirm the specific dates when concerns about the swelling were raised."
The idea that we should physically describe their own vet from 2 years ago because their records aren't kept!
"We sincerely apologize for any shortcomings in our assessment and follow-up of Archie's condition during his time under our care. We understand that this situation has caused you and your family significant emotional distress, and we are truly sorry for the additional worry and uncertainty this has created during an already difficult time."
That is a clear admission of negligence!

This is a clinic runned by students overload with work, with little experience, and also on the pressure of charging the maximum amount possible from the client.
This was my experience, but I can see that are many reviews of people that had the same treatment as we had.

Would never recommend this vets to anyone! It’s absolutely filthy inside and the staff are useless. I was overcharged by a lot for nothing! They sent my cat home to basically die with me! They told me to either put him asleep or pay more (already paid £450 for 2 hours treatment) they said he needed more fluids but had be sent to another vets for an over night stay. I took my cat home and gave him the needed fluids myself and he is now running around playing again!!! They did the bare minimum and charged me through the roof! I have never been into such a dirty vets either even when they did clean the floors at closing time it was a quick wipe over leaving the floors still dirty and sticky. DO NOT take your beloved pets here!!!!!!

Every experience I have with this company is shocking- usually the receptionists are rude and do not communicate. The latest is I have been charged over £90 for sodium chloride ( yes salt in water ) for the dogs eyes when the exact same produce ( exact same solution) is in Boots for far less or the dog equivalent much cheaper on the internet where a prescription is not even needed. Dealing with the manager is impossible- he engages in circuitous argument to hide the fact that his company is seriously overcharging for items that can be easily accessed on the internet cheaper. No customer service. I am currently getting on to trading standards to report this business and to get a full refund. Deportable.

Worst receptionist service I ever had. But exaplmple comes from the top . Despite many requests to be contacted by practice manager and discuss the complaint- no one did bother....

A sequence of questionable events..

Firstly the worming tablets provided within year one of their annual cover plan. This is meant to be 4 doses (x 3months) to cover the year. We were instead given 3 doses (x 1 month), 1 dose (x 3 months) and told this was our lot, we have to keep paying the monthly premium plus another 6 months worming. The explanation being that we were inadvertently miss-sold with our pet being under the weight requirement for the 3 month doses. Quite clever really, but wish someone had told explained and provided a suitable plan to cover the year on inception.

Having discussed with the practice manager and under the impression that there was nothing they would do to make things right, the practice manager agreed to pause the monthly premiums.. or so we thought until the direct debit, again sorry were keeping that, profit right! We’ve had to cancel the direct debit as they can’t pause payments on their end.

We’ll they’ve had their last penny.

We have been going to Polar Vet since 2018. My beloved poodle Melina had 2 major surgeries performed by Dr. Lucas which were successful, then she was diagnosed with a rare disease which we have successfully controlled with the help of Dr. Lucas and Dr. Bernard. Thank very much also to the girls at the reception for their attention to our Melina. We highly recommend Poplar Vet - they are the best!

The best Vet ever! I've turned up after being for years with a different Vet where appointments lasts only 10 minutes and where I spent a lot of overcharged fees and was waiting for my pet's laboratory results for weeks... Here at Poplar Vets me and my pet have met the Professional and dedicated veterinary surgeons and nurses who have provided us with everything we needed: a proper consultation, care and advise; health checks and scans have been done immediately. Reception team is friendly and customer service is excellent. Prices are affordable, they provide a free/discounted neutering for eligible patients. If you want to save your pet's health and even LIVE - come here without hesitation; no point to be overcharged at "posh places" like Goddard etc..

I have been using this vet for the last 3 yrs and I cannot fault them,my dog has had to have several surgeries in the last few months to remove tumours and the vet and the admin team have been outstanding. They are much cheaper than other vets in the area, and the care they provide is excellent.i would wholeheartedly recommend them for your pets care.My dog Daisy suffers with terrible anxiety, but she doesn't mind going there at all now, as she as got used to seeing the same vet. Best vets ever !!!

The worst service from the admin team I've ever received in my whole life.
I took my pet to Poplar Vets on 02/05 and he sadly ended up passing away on the 08/05. I can't fault the veterinary as I would like to believe that he did what he could, however my cat didn't react to the treatment prescribed.
On the 04/05, I've sent a form to Poplar Vets to claim this visit from the insurance (I paid this clinic £822.00 for less than a day my cat was there....... ). On 06/05 they replied me asking for a fee to be paid for the admin work regarding the insurance (which I did on the same day). Since this day on 06/05, NOTHING had been sent to my insurance company which made me desperate as I literally didn't know how to pay my rent. For my surprise, when I spoke with the lady who deals with this in Poplar Vets (Victoria) she told me "Oh, I'm sure I've sent this long ago", I then called the insurance (probably for the 10th time) and they told me 100% they didn't receive anything. I then asked this lady to prove me that she had sent the claim and she said she couldn't as she had "submitted it online"....?! Surely they would still have some sort of confirmation but she couldn't provide one... Of course, because SHE HADN'T DONE THE CLAIM. After I practically BEG for this lady to submit this claim (which is nothing else but HER JOB), she did it on the 20/05. Today is 22/05 and now my insurance contacted me to say that whatever this lady sent, SHE DIDNT ATTACH ANYTHING, which is absolutely ridiculous. It's been now 20 DAYS that my pet has been in this clinic and I can't get my money back. Surely if I would own them money, they would sort it out very quickly. Now imagine me, grieving the loss of my cat who was literally like my child, having to deal with all this distress because of the incompetence of this person. I had to borrow money from my mom to pay my rent this month, which caused me a terrible anxiety. I also sent an email/complaint to this clinic since 15/05 and nobody had the minimal consideration or humanity to give me a call back to get this resolved. I would never ever go back to this place as they don't care about what you're going through AT ALL. I will now have to keep chasing them to get this done right and hopefully eventually get my money back. But seems like this insurance lady only works on Saturdays (literally once a week) which means I will now have to wait a whole week to try to get her to do her job right. UNACCEPTABLE.

The pressure to keep booking more and more appointments is quite intense. Being shouted at over the phone to book additional treatments is unacceptable