Jacqueline Sutcliffe´s profile

Reviews (2)


Fast service overall and will use again

I came to VioVet after receiving a very poor sevice from 365 Vet. I was impressed with the proactive approach from VioVet - they needed a hard copy of my dog's prescription as well as the emailed copy and they informed me of this in the first instance to avoid any delay in the drugs being delivered to me. The drugs were with me the day after they received the prescription.
When I received the order, I checked the order and found that both lots of tablets were short (9 from one lot, 5 from the other). I was disappointed to be told, when I called to inform VioVet of this, that they didn't see how this could be possible as the tablets were measured by weight. I felt this suggested that I may be lying. In the end, the missing tablets were sent to me and I received them the following day so no harm done.
I will use VioVet again despite the small bumps in the road as the service was very fast and far superior to 365 Vet.


Poor service and I will be using Viovet in future.

I ordered medicines for my two dogs on the 20th March. I emailed the prescriptions and posted the hard copies the following morning, 1st class recorded. After around a week, i rang to see where my dog's drugs were as I had no pain killers left for one of the dog's arthritis. I was informed that they were out of stock and were on order. I was disappointed that they hadn't felt it necessary to give me some warning of this to allow me to get some tablets from the vets to prevent her from suffering; there was no communication attempt made. I received the tablets today, 3rd April. This is completely unacceptable and i am unhappy that my dog suffered as a result. I will not be using 365 vets again.

09 April 2013

Reply from Beeston Animal Health

Dear Jacqueline Sutcliffe

Please accept our apologies that you experienced a delay in receiving the tablets for your dog.
I am very sorry that we are unable to accept the emailed prescriptions you sent initially after ordering. As we are one of only a handful of websites to be endorsed by the government run Veterinary Medicines Directorate, we adhere to their guidelines on responsible prescribing, and only accept hard copy prescriptions sent in the post.
I realise that you made every effort to ensure that we received the original copy prescriptions promptly by sending them via recorded delivery, however this royal mail service is not guaranteed next day, and we received your prescriptions on the 26th March.
We attempted to process your order the following day, however as we discussed in you telephone conversation, we were temporarily out of stock of that item on that day. We received a replenishment order the following day and your order was sent immediately by first class royal mail.
I am very sorry that you were not contacted via email to either establish that there would be an extra day’s delay in your order.
Typically our turnaround time for prescription orders is relatively fast; therefore please accept our apologies that this combination of events has led to a considerable delay.
Thank you for taking the time to leave your feedback as this allows us to constantly improve our service.
Kind Regards

Jacqueline Sutcliffe´s profile

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Jacqueline Sutcliffe
United Kingdom