Absolutely appalling service. No DIGNITY shown to our darling dog in those last few moments particularly from the vet nurses at the counter. In an extremely emotionally driven time; as soon as we arrived; they shoved a portable eftpos machine in front of us; demanded payment prior to us putting our beloved dog down. We were long standing clients of this vet clinic and treated like we were foreign to this clinic. It was disgusting treatment. All our bills were paid at the time of all our visits. The vet nurses lack compassion and dignity. We were shocked they displayed zero compassion to this situation. We waited 2 weeks to receive our dogs ashes. Following the 2 weeks, I contacted the clinic and was rudely informed that they had made contact with our dogs previous owner who in-fact never brought our dog to that clinic and never had any contact with this clinic. As our dogs notes clearly stated on the file, all correspondence was via my cell phone and as recent as the date we put her to sleep, the clinic had rung me to indicate they had a cancellation and I was able to bring her in earlier…therefore…. 1) Why was my number never contacted to collect her ashes. We accept mistakes genuinely occur, but this could have turned very sour if her previous owner had come in to collect them. 2) We received no apology, from this abrupt vet nurse we contacted. She also Informed us at the time, that she wasn’t even sure where her ashes were! This is inexcusable; given the circumstances are already very sad; to be told her previous owner had been informed of her passing and her ashes were ready for collection and concluded the call by saying she would need to check exactly where her ashes were!!!! Fortunately these were in the clinic. 3) When we asked the difficult questions; she hung up on us. 4) We rang back and got another abrupt woman saying she refused to give the staff members name out as we are formally making a complaint. 5) We made contact with the owner Nick, who still offered no apology to us on behalf of his incompetent staff. He said he’s been advised not to comment. A simple apology for the extreme muck up would have been sufficient. He actually asked us to come in and collect them after hours and that he wouldn’t charge us for that! We will be escalating this higher to the veterinary council and will get the names of the the two vet nurses who treated us inexcusably. Our dog like every animal deserves a peaceful exit with DIGNITY. This clinic failed her. We acknowledge this is a job and it’s a skill to not get too emotionally involved but just like nurses and doctors you work in that profession because you genuinely CARE for people. In such times when you become harden to the role like these inadequate vet nurses and owner of the clinic Nick, then it’s time to move on. No one should ever feel more stressed in an already very upsetting time. This clinic is a DISGRACE and we strongly felt this review needed to be written and displayed so no one else has to suffer like we did. Read Less