Vets Now - Derby Reviews 77

Honestly they were pure angels, everyone on the team really cares. As it was an emergency vet there was some pretty serious emergencies that jumped ahead but we were always kept informed.
Our vet was dealing with alot going on and she maintained her cool and was still super friendly/approachable. Thank you!

Excellent saved my dogs life

From arrival, staff were so welcoming and kind. My dog had to stay overnight and they reassured me that I could call for updates at any time. I felt informed regarding his treatment and costs every step of the way. The vet was thorough and kind and explained everything thoroughly.

The vets were very good. The only thing was that the vet was just speeling out textbook stuff and not giving me a answer. The stuff he was telling me was exactly what google said. Nearly £400 to tell me what google said. Went to he own vet the next day who were much more thorough

Fantastic service. Quick, friendly, professional.
First contact, the lady went above and beyond, thank you.

My pet was seen, diagnosed and treated very quickly.

Very friendly, helpful receptionist and vet on site.

The service was second to none. Manos, the vet who carried out our dogs surgery was extremely professional and competent. He had a lovely bedside manner and explained everything very clearly. All the staff were kind and caring and we were grateful for this at a difficult time.

Always give excellent care and constant updates, top tier service

My experience with Vets Now Derby was made significantly harder by issues around cremation pricing and communication. This is not our regular vet and we were directed to this place as it was Saturday evening and my cat’s health has declined so rapidly that we couldn’t wait. In the room where we could say goodbye to our cat was a cremation leaflet on a display with a price list (cremation fees in the £80–£100 range). We weren’t sure if prices were correct so my partner even double checked with the receptionist at the time, and they confirmed those prices were correct and included casket and cremation. As stated above, the consultation room had one single type of leaflet with options on it (one cremation company) and caskets from this company on a display.
We paid £250 before leaving assuming this is for the euthanasia and it will be refunded by my insurance. We were never told about additional fees as such. I definitely wasn’t in a state of mind to question it as receptionist clearly confirmed that our selected cremation will be £80. I would like to stress that I only got a copy from a card machine, not an invoice or any type of receipt that would explain the payment. Vets Now Derby only sent me a full invoice once they needed additional £30 pounds for administration fee (this was approximately two weeks post cremation).
When we collected our cat’s ashes, I have questioned these charges. This was the very first time when we were told that £80 was a price for members of this clinic and the actual cost for non-members was £250. The same receptionist confirming £80 on the night of arrival suddenly denied that she has ever said that. At such an emotional moment, this felt misleading and added unnecessary stress. She showed us a leaflet with the actual prices (completely different looking and never displayed in the consultation room)! She even said, that there is a cheaper option of cremation so why we didn’t pick this when shown. It’s never been shown to us!
Given the circumstances, waiving the £30 admin fee would have been a small but meaningful gesture, but unfortunately that didn’t happen. A little more empathy and transparency would have gone a long way. We were only given a card with email and details of the clinic saying if we want to dispute, we should email someone more senior!
I do appreciate the staff who were present during the euthanasia itself; they handled the procedure respectfully. However, the lack of clarity around pricing and the way the information was presented left us feeling taken advantage of at a very vulnerable time. I hope the practice reviews how these costs are communicated so other grieving pet owners don’t face the same experience.

Speed of appointment.
Care and kindness given to puppy and also owners
Helpful advice given after treatment
Would totally recommend this vets

We used Vets Now during one of the most painful moments of our lives – the loss of our beloved cat, Leo. He passed away in the early hours of a Friday morning at their emergency clinic and was left in their care for collection by our chosen crematorium. We were told he was collected the following day.

For an entire week, we grieved and waited for his ashes so that we could finally lay him to rest. Then, seven days later, we received a devastating phone call to say that Leo had never been collected at all and that the wrong cat had been given to the crematorium. A full week had passed before they realised their mistake.

To relive that initial shock and grief all over again because of an administrative failure is something I would not wish on anyone. This was not a small error — this was a total breakdown in duty of care, communication, and basic respect for deceased pets and their families.

On top of the emotional trauma, this entire situation has caused further stress, prolonged our grieving process, and added to the financial burden we were already under.

I cannot put into words how distressing it is to trust a professional service with your pet after death, only to find out a week later that they had completely lost track of him.

This should never have happened. I truly hope no other family ever has to experience this level of pain due to such a serious failure.

Staff being very understanding and compassionate.

The vets couldn't of been more helpful, They listen, asked questions . I felt my dog was in the best care,that they would do everything to help her ,and thery did ,my dog is back home .

I found our visit here went exceptionally well. Marble was at ease and she recovered well from the traumatic experience. I think I was more nervous than she was.
Thank you for your help.

Very helpful, pleasant & reassuring

From a simple phone call I arrived at the practice in Derby, was seen to swiftly and outcome was speedy.