Terrible Customer Service

Horrible customer service when the owner is absent. We have been customers with VINELAND ANIMAL HOSPITAL for over a year and never experienced anything like this before. Melissa, the owner, whom we met when we brought our cat in, was very professional and kind. I can not say the same for Britney or Sheena, the employees. Yesterday, Thursday 6/21/2018, Vineland called and let us know that our prescription food was ready to be picked up. Keep in mind we do not get off of work until around 5pm. The posted business hours online are 8am-6pm on Thursdays. We arrived at Vineland at 5:40pm and the business was closed. We called the business phone and we were greeted with an automated answering service even stating that the office should be open until 6pm. Needless to say its very frustrating navigating through Orlando rush hour traffic to show up 20 minutes before the business should be closed, and it in fact be closed. We called the next business day, Friday 6/22/2018, to pass on the dilemma. Britney answered the phone. After explaining our frustrations to her, she did very little to own up for this mistake, she kept talking over us, and even passed the blame back off on us, stating that the change in business hours were posted all over their social media and we should have known that. Upon looking at their Facebook, Instagram, and Twitter for anything relating to change of business hours on 6/21/2018, was non-existent. There was nothing stating the business would be closed an hour early that day. The employee that called us earlier in the day on Thursday failed to mention anything to us about the change of business hours that day as well. Unfortunately, still needing to get this prescription food for our cat we decided to go and get the food anyways. I approached the counter and purchased the food. I alerted Britney that there was, in fact, no mention of the change of business hours on their social media accounts. This is when it took a turn for the worse. Britney told me "You have your food now so you can leave." and then proceeded to threaten a paying customer saying she was going to call the police on me. Sheena, the "manager" then walked out and I looked to her to try to explain to her why I was upset, Sheena said to me "I already know all about you and I am sorry there is nothing I can do for you". I was almost in tears at this point(mainly because my sick cat needed his food immediately) and knew there was nothing more I could say to plead with Britney or Sheena about my frustrations. I suspect that since the owner was out of town, the employees had taken it upon themselves to close an hour early on Thursday thinking nothing of it and never mentioning this time change to their customers. I stated I would be contacting the owner and at this point both Sheena and Britney were threatening me and saying they were going to call the cops AGAIN if I did not leave. Britney even picked up the phone and acted like she was calling the police. As I started to walk out of the business IN TEARS, Britney, the front desk clerk or "client specialist' took it upon herself to state to me "We are dismissing you as a customer" adding salt to the wound.
We will NEVER step foot in this hospital again. This is the most upsetting interaction we have ever experienced. I suspect if the owner was in town, this situation would have been handled much differently. And I hope Melissa, the owner, finds out about this seeing we have not been able to contact her.
The Better Business Bureau will become aware of this incident!

Jun. 22, 2018