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Refuse To Dig Nails Into That Complaint

, , , , , | Right | June 20, 2022

A client brings their three-year-old German Shepherd to have his nails done. After they have checked in, the client takes a flea preventative out of her bag. She bought three individual pieces when she actually wanted the entire six-pack. Whether this was our error or the client’s error is unknown because she bought this two months ago and we would have deleted the voicemail request.

We aren’t allowed to return medication that has gone home. My supervisor is trying to work with her, but the lady is being unreasonable.

Supervisor: “Why did you wait two months to tell us that you got the wrong amount?”

Client: “I didn’t realize until now!”

Individual pieces come in a small clear plastic bag; six-packs come in a box. The price between the two sizes is noticeable.

Client: “This is your fault and I demand you refund me!”

Supervisor: “I’m sorry, but we are unable to refund you. Legally, we are not allowed to accept returns for medications that have been taken home, let alone medications that we were sold months ago.”

Client: “This is ridiculous! I demand a refund!”

Supervisor: “I’m sorry, but as I said, ma’am, I legally cannot refund you. I can put a note in your dog’s chart that the next time you request the flea preventative you want the six-pack, but that’s all I can do for you.”

The client and the supervisor continue to have a back and forth, with my very experienced supervisor remaining calm and polite while the client begins to get shrill and rude. The technicians have not grabbed the dog yet because they don’t want to interrupt the conversation, but it has already been at least five minutes and if we wait any longer, it might put us behind.

Finally, a technician comes up to the lady and gently interrupts.

Technician: “Hi! I’m here to take your dog back for his nail trim!”

The lady begrudgingly hands the dog off to the tech, and once the dog is behind a closed door — standard practice for nail trims; we do them in the back — she yells:

Client: “I bet that you people are going to hurt my dog and trim his nails really short to hurt him because you think I was rude to you!”

The dead silence that follows her statement is met only by the cold fury that my supervisor projects. In a clipped tone, my supervisor says:

Supervisor: “Ma’am. We are professionals. We would never do anything like that. For you to assume that we would hurt your dog in retaliation for your attitude is unbelievable. That is incredibly disrespectful, and if you ever say anything like that to us again, I will bar you from this clinic.”

The lady huffs and sits down without saying another word. The rest of the clients in the waiting room avoid her gaze. After the techs are done with the dog (with a proper and professional nail trim that results in no bleeding ends), the client pays us and walks out with a grumbled:

Client: “Sorry, thanks.”

You aren’t in the vet practice because you love money or people; you are there because you love animals! Show some kindness and understanding, especially when it comes to anyone in a clinic!

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