VIP Petcare Vaccination Clinic

Nov 2025

They cancelled and didn't let anyone know that signed up that they cancelled. Pretty terrible

I am writing to express my disappointment regarding a customer service experience we had this morning at the VIP Petcare clinic inside Pet Supermarket on North Decatur Road. We arrived with our two St. Bernards for their scheduled wellness services. Knowing that managing two large dogs in a crowded line can be challenging, we brought one dog inside while the other remained in the car. We had preregistered before arriving, as instructed. After waiting in line for approximately 45 minutes, with about six customers ahead of us, we finally reached the front of the line. At that point, I went to bring in our second dog. Amanda immediately and very rudely informed me that I could not do that. She then asked whether we had an appointment. I explained that we had preregistered but had never been given an appointment time. Amanda then instructed us to leave the line, return to our car, and wait for a text message before coming back inside. I asked her to explain why, after waiting in line for over 45 minutes, we were now expected to leave our place and wait elsewhere. Rather than providing a clear explanation, Amanda became rude, aggressive, and unprofessional. She stated that she was going to refuse us service because, according to her, I was not looking at her while she was speaking. At the time, I was trying to safely manage two St. Bernards in a crowded line. She repeatedly demanded that I look at her, despite the obvious challenge of handling two large dogs. I have been bringing my pets to VIP Petcare for approximately 12 to 15 years, and I have never experienced this level of discourtesy or confusion. The entire process was contradictory: we were instructed to preregister, then wait in line, and after waiting for nearly an hour, we were told to leave the line and wait for a text message because this was supposedly the "new process." If this is indeed the new procedure, I would appreciate an explanation of the purpose of preregistration and why customers are still expected to wait in line only to be told to leave it. More importantly, I hope you will address Amanda's conduct. Customers should be treated with respect, especially those who have been loyal to VIP Petcare for many years. I would appreciate a response explaining both the current check-in process and what steps will be taken regarding this incident. Thank you for your attention to this matter.

Terrible terrible terrible experience i would never take any pet back here. Save yourself the frustration and go to petco