Caring for pets but questionable pricing which takes advantage of pet owners
I’ve always received a lovely level of care from the vets themselves and the reception staff, who have consistently been kind, welcoming, and helpful.
I signed up to their pet club, which covered routine care like vaccinations, flea, and worm treatments for a monthly fee. Unfortunately, I had to move out of the area at short notice and couldn’t complete the full year. I fully expected there would be an additional cost to settle, but I was genuinely surprised by how high the final amount was.
When I asked for a breakdown, the costs were explained to me, but I was quite taken aback to see that items like flea and worm treatments were priced at roughly double what you’d typically find in shops or online. I completely understand that independent practices may charge a bit more, and that’s fair—but such a large difference was unexpected.
What disappointed me most was that the plan is advertised as offering savings, which didn’t feel accurate based on this experience. Instead, it left me feeling that the pricing structure may not be as transparent or beneficial as it appears at first glance.
While I can’t fault the quality of care or the friendliness of the team, this experience has left a slightly bitter impression. It does make me question how other services are priced ....
Despite them assuring me that isn't the case, I don't think I would recommend this vets as I wouldn't be sure they aren't taking advantage of owners when their pet is really in need.
Antwoord van Mulberryhousevets
Thank you for taking the time to leave your feedback and for your kind comments about our vets and reception team. We are pleased to hear that you have consistently received a high level of care and service from our practice.
We are sorry that your experience with the Mulberry Club left you feeling disappointed. We appreciate that having to move unexpectedly can be a difficult situation, and we understand your concerns regarding the final balance due when cancelling the plan before the end of the membership term.
The Mulberry Club is designed to provide savings across a range of preventative healthcare services and products throughout the year. When a membership is ended early, any treatments, vaccinations, flea and worm products already received are recalculated at the standard practice rate, less any payments made to date, in accordance with the terms of the plan. We appreciate that this can sometimes come as a surprise, particularly when a number of benefits have already been used early in the membership period.
We would like to reassure you that our pricing structure is transparent, and the costs, benefits and terms of the Mulberry Club are explained in detail before enrolment. The products included in the plan are prescription veterinary medicines supplied directly by the practice, and comparisons with retail or online products do not always reflect differences in product type, prescribing requirements, professional oversight and support.
We are disappointed to hear that this experience has led you to question our pricing philosophy. Our priority has always been to provide high-quality veterinary care and clear communication, and we would never seek to take advantage of clients during what can often be stressful circumstances.
Thank you again for sharing your feedback. We wish you and your pet all the very best in your new area.