Mercer and Hughes – Saffron Walden

Following a very sad visit the staff were so caring and kind. We really appreciate the care they gave to us.

Excellent customer service at Saffron Walden, such friendly staff and great treatment from the vet.

First class service and looked after my dog well

Amazing with my girl who sustained a poorly injury we were seen quickly sent for surgery and home by closing time, amazing. Whilst having a our return check up I saw a male vet rush out to the carpark to meet another family with their poorly little dog, he scooped it in his arms in a blanket and rushed straight in, that spoke a million words to me, such compassion and care. Everyone is so lovely.

Shockingly bad on all fronts. Receptionist, rude and unprofessional. Vet not particularly bothered or interested. Brought a dog in today with a friend who has been a long-standing client at this practice. Didn't see the Vet who was requested, booked in with and seen on duty. Other clients coming into the practice were making the same comments and being given some story about the way the booking system works. Charged an extortionary high price to take a sample with no indication as to when results would be available. Dog was not checked by the Vet for any other health conditions. Went to another nearby Vet for a second opinion. Sample taken and results given instantly. My friend has moved to this new practice that is just a few hundred yards away in the centre of town where you can be guaranteed friendly welcome and a professional service from a vet who truly cares about her clients, human and their pets. Surprised the Mercer and Hughes have any clients still with them.

Traumatic Experience and Highly Questionable Care I brought my ex stray cat into this clinic who was too feral and stressed to be contained in a carrier. The staff's attempt to place him into a box was completely unacceptable: they were rude, impatient, and used their feet and various objects to try and force him inside. This deeply traumatized an already severely distressed animal before he was even seen. After a long wait, the veterinarian finally saw him. He was diagnosed with a fever and Feline Herpesvirus infection, with clear signs of chest congestion indicating a possible bacterial superinfection. The care provided was severely lacking: The vet only provided medication to reduce the fever. She refused to prescribe an antiviral/supplement I suggested that has proven effective on my other cats, stating she did not have time for that and that I should return the next day. She refused to prescribe antibiotics for the suspected bacterial chest infection, opting instead to wait until the condition worsened before hospitalization was considered. This approach seemed focused on scheduling immediate follow-up appointments and escalating the condition to require costly hospitalization, rather than providing proactive, effective treatment to a vulnerable stray. It showed a complete disregard for the extreme stress this would cause to any cat and especially to a former feral cat. I was highly disappointed by the rough handling by staff and the reactive, rather than preventative, medical protocol provided by the veterinarian. I strongly recommend finding a clinic that prioritizes compassionate, proactive care rather than profit.

Vets are so uncaring and dismissive. It's a shame because the reception staff and the nurses are so lovely and caring. Took our family dog here as we were sure something was up but got turned away and patronised. Then went for a second opinion elsewhere and found out she is in fact extremely unwell and have wasted time when we could have caught it early on if it weren't for this practice. So upset and don't want anyone else to have this pain. Sort it out Mercer and Hughes.