Forum Topic

Creature Comforts

I signed up a few months ago ,as they seemed quite an interesting new veterinary practice. How wrong I was.I have never had a vet appointment with them, nor have I visited the Chiswick branch (or any other ones). I was checking my bank statement a few days ago, only to discover that they had taken out £20 from my account. Emailed them asking as to why they have taken money out in which I have not agreed to, only to have an email back giving me a lame excuse as to why. I requested that I cancel and for them to take me off their books, only to be told the cancellation fee is £60?! Has anyone else experienced this with them? I am not happy that they wish to charge me for a service in which I have never used. What a con.

Elle Jones ● 51d24 Comments

I think CC are excellent and their terms and conditions are clear so I can't agree with the initial comments on here. The veterinary care of my new dog Finn has been first rate. I've had to go in for fairly trivial things like nail clippings, a minor tear etc and there was no charge but a lot of love care and attention given. LOVE CC, what a great positive environment-Finn actually enjoys going there! :)

Gareth Sinclair ● 40d

That's good to hear. I looked at what they were offering and it seems like a good supplement to pet insurance which, despite being very expensive, can be very limited in what it actually offers.

Alison Howard ● 40d

This has been sorted out now. Thanks, Charlotte.

Elle Jones ● 46d

They are very clear and it seems odd as other posters have said that you would give your payment details if you were not consciously purchasing something.They are, by the way, certified as fear and force free which is a huge step forward as far as welfare is concerned.

Charlotte Kasner ● 46d

Yes, unfortunately my cat was euthanised on 27th December and don't intend having more pets otherwise I would have considered Creature Comforts sounds like a good set up.

Janice Evans ● 49d

Elle, really glad to hear that you got your money back and that generally this company isn't overselling subscriptions. The idea is a good one and, if done right could save pet owners alot of heartache and some money.

Felicity Caborn ● 49d

Agree Helen We have taken our elderly Cat service was great and happy.We paid on the day didn’t join the subscription and we weren’t asked.Glad with service.

John Kennedy ● 50d

You don't have to use their subscription service you can pay as you go and they are clear on their pricing and the treatments that your animal  may need.  They are extremely friendly and there is a good atmosphere there which helps keep animals calm. I took my old dog there and it was a good experience unlike some other vets I won't mention.

Helen Whitman ● 50d

Sounds like they got notified of this posting

Julian Pavey ● 51d

Glad you got the "cancellation fee" back (and glad you spotted the first transaction as well)

Andrew Jones ● 51d

Hi Janice, I usually don't give my details, but, I thought they were to be trusted. Learning curve indeed...

Elle Jones ● 51d

Elle, it's best not to give any Account details especially on-line as many scams are carried out this way.  Not suggesting Creature Comforts was in any way a scam at all, just for you to be careful.

Janice Evans ● 51d

My initial contact with them back was in August last year, and I filled out an online form out of curiosity, as there was a news article on the Chiswick website about them. I did NOT sign-up for any monthly membership, and (as stated previously), I would not have gone through with it if I knew that they would charge me a monthly fee. As far as my card details are concerned, I thought this was standard practice in case you do decide to take up membership. Creature Comforts have contacted me to let me know they will waive the cancellation fee, so, issue is solved :)

Elle Jones ● 51d

Monthly membership fee I should say.

Janice Evans ● 51d

The Chiswick Calendar states that the first month is free, so very clearthere will be membership payment.

Janice Evans ● 51d

Agree, and that could well suit many pet owners.

Janice Evans ● 51d

Hopefully your get a refund but on having a look you cant join without it telling you its £20 a month,even at the beginning of joining its telling you. Maybe they need to make it clear that joining is Becoming an All Access member @ £20 a month and not an option of becoming a access member within the joining process of after joining process. It can be in my view a bit deceptive on the webpage to many people looking at it. IT SHOULD STATE BY JOINING CREATURE COMFORTS YOU AGREE TO BECOME AN ALL ACCESS CUSTOMER FOR A MONTHLY FEE See T&Cs below

Julian Pavey ● 51d

I'm curious as to why you gave them payment information when you only thought you were signing up to be kept informed? The web page just seems to offer a "join now" option. Other than that there's only an email address for enquiries, along with comprehensive online information with details of the  services Creature Comforts provides. I'm sure things like this will be covered by the online and distance  selling regulations, however since you say you signed up several months ago, you may have gone  beyond the statutory cooling-off period. Charging you a fee for cancelling sounds dubious though.

Bruce Hammal ● 51d

But why did you give them your credit card or bank account details if only to hear about opening news? Surely handing over your details like this would have made you think twice?FWIW, I signed up and my cat has had excellent care there to date. Their app is very useful (no more being put on hold when calling to make an appointment) and unlimited visits.

Gordon McDonald ● 51d

Hi Felicity, this is very disappointing as I did not agree to any (paid) subscription service, and if so, i would not have signed up!  I thought that by signing-up, this was to hear about the new opening/news/info and then to decide if Creature Comforts would be a suitable practice for my pet. My CC provider has put my mind at rest when I spoke with them earlier, that this is being dealt with.This is no way to conduct business at all. I feel hoodwinked!

Elle Jones ● 51d

I have contacted my CC provider and things will/are being sorted.

Elle Jones ● 51d

This smacks of over incentivised sales people signing people up when they haven't actually agreed to make a commitment. I would have been inclined to give the company the benefit of the doubt but not offering a prompt and full refund shows they went to the same school of business as Virgin Active.

Felicity Caborn ● 51d

Creature Comforts is a subscription-based operation. You must have signed up and given them a credit or bank card number. They will take £20 per month for which you are entitled to an unlimited number of consultations as well as annual vaccinations. Good value if you use the vet a lot, not so much if you're lucky enough not to need their services. Effectively it's a form of health insurance. Only time will tell if it's right for you - and indeed if it proves to be a viable business model.

Bruce Hammal ● 51d

Why did you have to give bank details before any treatment.

Janice Evans ● 51d