Our vet accidentally registered our…
Our vet accidentally registered our kittens under an out of date email address belonging to my ex husband. We called Identibase to let them know, and was "helped" by Lewis who said he would have to call the vets to verify but then refused to wait on their line for 2 minutes to speak to them because "it isn't my job to sit on a phone line". I pointed out that actually that it probably was his job, He then talked over me several times and was fairly abrupt and rude, he literally sounded like he couldn't care less. When we spoke to the vet they said that no one had tried to call them...so he also lied to us. Luckily, the vets emailed Identibase and explained the situation, and we called back and spoke to a lady called Cerys, who was super friendly and helpful, and got everything sorted. I'd give the company a good rating if we'd just dealt with Cerys, but Lewis provided terrible customer service & spoke to me like I was dirt.
Reply from identibase
Thank you for taking the time to share your feedback and for speaking with me earlier.
This is certainly not the level of care or professionalism we aim to provide. We’re pleased that Cerys was able to resolve the issue for you, but we appreciate you bringing the earlier interaction to our attention so we can review this internally and take any necessary steps to improve.
