Norbury Vets

Unfortunately, I had a very disappointing experience with this veterinary clinic. My dog showed clear and worsening symptoms, yet no attempt was made to investigate the root cause at the time. No blood tests or further examinations were offered, and we were told to wait until the following day. What is especially concerning is that each day was critical. The next day, after being seen by another veterinarian, we were informed that my dog had already lost around 60% of his blood, with no clear explanation at that point as to why or how. The lack of urgency and failure to investigate sooner meant valuable time was lost in a life-threatening situation. I also want to highlight the front desk experience. When I called explaining that my dog had not eaten for four days and was clearly unwell, I was told very coldly that there were no appointments available and that I should “wait until the next day”. There was no sense of urgency, no advice to seek emergency care, and no empathy shown. Given how serious my dog’s condition later turned out to be, this response was extremely distressing and inappropriate. Even if no appointments are available, pet owners should be guided properly when describing emergency symptoms. I am devastated by my dog’s passing, especially knowing how quickly his condition deteriorated. This experience has left me shocked by the lack of urgency and compassion shown at such a critical time.

You’re the best, every single one of you - not just because of your skill, but because of the genuine love and compassion you show. Your kindness, your care, and your understanding mean the world to us. You always look for every possible solution, and you make us feel supported and never alone. Thank you for everything you do, and how you do it. We’re so incredibly grateful for you!

Sadly our 16 year old Jack Russell, Louis, became very unwell due to age related issues and we knew that he was rapidly deteriorating. Not wanting our precious boy to suffer any longer, I phoned our usual vets surgery however they were unavailable. I then frantically phoned around other surgeries to ask for help and thankfully came across Norbury Pet Centre. I spoke to Daniel and explained the situation regarding Louis and that I was unable to get to the surgery due to Louis being so fragile and not being able to transport him. I was presented with nothing but understanding and empathy from Daniel and that although they only had one vet in the surgery that day, he would speak to them and come back to me asap to see what they could do. Within 30 minutes Daniel phoned back and said that he had spoken with the vet and that they would be able to come out to us during the lunch period to see Louis. When Daniel and Nicky arrived we were greeted with such compassion and professionalism. Understandably we were all very distressed but Daniel and Nicky explained the procedure in such a gentle way whilst being extremely reassuring and very soothing. Once our dear Louis had peacefully passed away, Daniel and Nicky offered to step outside for a few minutes and gave us the opportunity to spend a few minutes alone with him. A few days later, we unexpectedly received a beautiful letter from the vet, Nicky, who performed the Euthanasia. The letter was such a lovely gesture and really helped towards healing our grief and sadness. Norbury Pet Centre went absolutely above and beyond for Louis and us as a family and we are honestly so grateful that we found them as they have really made this difficult time a lot more bearable. We cannot thank them enough!

I recently brought my 4 month old kitten in after rescuing him from a neglectful situation. I messaged the vet via WhatsApp, who gave me advice and much needed reassurance, and he was booked in for a check up a day later. All staff were so compassionate and friendly, even giving kitty some much needed TLC and a cuddle. We also have another, older cat who has been going to this vet for 5+ years after the cat redistribution system chose us! Kitty has now had all his vaccinations here, including deworming and flea treatment and he is pending his neutering which will be booked in shortly. I must express how great it is to see professionals who show care and attention to our cats, gentle handling and taking time to stroke and make our cats feel comfortable in their care.

Just fantastic. Feels like a family. Everyone is so friendly. It doesn’t feel like any question is too much. All of the vets are so genuine and respectful and really genuinely care about our pets. It’s so relaxed and always so professional. Love , Love you all. Xxx