
Elands Veterinary Clinic, located in Sevenoaks, is a well-regarded facility with a 4.8-star rating from 94 reviews on Google Maps. The clinic is known for its comprehensive veterinary services, including 24/7 emergency care and a veterinary nurse training facility. While the overall rating suggests a high level of customer satisfaction, recent reviews indicate a mixed experience.
Positive reviews highlight the clinic’s exceptional care and friendly staff. Long-term clients like Kate Stoneman and Jessica Lewis commend the compassionate and knowledgeable service from both the veterinary and support staff. Mitchel Keene, a pet owner with extensive experience, praises the clinic for its outstanding service, noting that even his pets enjoy their visits.
However, recent feedback reflects some concerns, particularly related to management and customer service. Reviews by Alistair M and A F express dissatisfaction following changes in ownership, pointing out issues with customer service and care management. Complaints include inadequate pre- and post-treatment handling, with specific criticism directed at the practice manager, Saija Smith, for her uncooperative approach and poor communication concerning insurance payments and administrative delays.
Despite these concerns, the clinic maintains a strong reputation, thanks to its dedicated veterinary team. The mix of reviews underscores the importance of addressing management and communication issues to align the customer experience with the clinic's high ratings. Pricing information isn't explicitly mentioned, but Jessica Lewis notes that the clinic offers excellent value for money without upselling, which may appeal to cost-conscious pet owners.
Note: Showing the 5 most recent Google reviews out of 95 we track in total. Recent reviews may not be representative of overall sentiment.
in the last week
I came to Elands a couple of years ago. I have received really good service and support from everyone at this practice and I would definitely recommend it.
3 weeks ago
After many years I have moved away from Elands Veterinary Clinic to another independent employee owned practice in the area. Firstly, I found the reception staff, particulary Angela (who I believe has since left the practice) to be rude, unhelpful, or dismissive. Extremly poor handling of an emergency when I turned up with my dog early one morning when the practice opened. Secondly, Elands is no longer the family run practice I once knew since 2011. Since becoming part of VetPartners Practices there has been a massive increase in fees compared to other practices in the area. It would of been beneficial to notify clients in advance that the practice was being sold to a large veterinary business. For these reasons I would not recommend the Elands Veterinary Clinic to other pet owners.
a month ago
All ways very helpful and pleasant to speak to been with them for years.
a month ago
I can’t rate Elands too highly for the care and kindness shown to my cat Fidget and myself recently. The Receptionists, Nurses and Vets are all outstanding. Fidget knew she was among friends. I will always be grateful .
2 months ago
Professional, friendly, efficient. My Cairn terrier gets excited when she visits. What more can I say.
a week ago
Elands has changed ownership, and unfortunately, the customer service has gone completely downhill. Saija Smith was extremely difficult to deal with—rude, unhelpful, and lacking basic customer service skills. It really makes you question why you’re paying thousands to this vet only to be treated so poorly. I do not recommend this practice.
a week ago
Would give it 0 star if possible: - 1. Pre-Treatment Handling Our cat was kept at the clinic awaiting his tooth extraction without food or water for the entire day only to be sent home(not operated on) at the end of the day, around 7pm and been told due to an emergency case. If such an emergency had occurred, we believe he should have been dismissed much sooner to avoid unnecessary distress for our old cat. During this time, fluids were administered via injection. When he was returned to us, one paw was severely swollen. The area later developed scabs at the injection site, and the fur had been shaved, leaving visible irritation and discomfort. We were also advised to keep the drip needle in his leg over the weekend to “save the nurse time on Monday.” This suggestion appeared to prioritise convenience over the comfort and well-being of our elderly cat, which we found unacceptable. 2. Lack of Post-Operative Antibiotics Following the tooth extraction, no antibiotics were prescribed. Within three days, at the recheck appointment, he was found to have developed an infection — an outcome we believe could have been prevented with appropriate post-operative medication. We were also informed that there was a shortage of the fluid-form antibiotic normally used, and that the vet had to administer an injection instead, which we were told was considerably less effective. 3. Insurance Payment Issue We attempted to settle the treatment costs through our pet insurance; however, this was declined by the practice manager, Ms. Saija Smith, who advised that such payments were against your policy. We requested two written statements to support our insurance claim, as required by the insurer, but the process has been unnecessarily difficult and uncooperative, followed by a series of sarcastic emails, causing us considerable stress and frustration. In addition, we have experienced repeated delays of several weeks — sometimes even months — before receiving reimbursement for previous claims. We have been told that these delays are due to an overwhelming administrative workload. There are some wonderful vets here, but the way the place is being managed is really horrible.
a month ago
My cat has been registered with Elands for 6 years- the vets are lovely and very caring, and I feel reassured my cat is in safe hands. Everyone I have met at the practice- reception team, vets, nurses- are very friendly and helpful. I wouldn't hesitate to recommend!
5 months ago
Outstanding service and care, above and beyond anything I have experienced in 50 years of pet ownership. From the Vets to the nurses to the receptionist, they are all amazing. All my dogs love to visit Elands.
5 months ago
I've been with Elands since I got my dog and they are absolutely brilliant. They are the kindest, nicest people and every visit is a nice experience. When I've been worried about something I've phoned up and spoken to one of the knowledgeable receptionists and they've given me the best advice. They never try to up sell anything and I think they give amazing value for money. Honestly I don't have a bad word to say about them all!
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