My first experience many years ago, we got an elderly cat, she was much older than we were led to believe. She was at least 13 and not 7, I know its difficult to age cats but even still. We had major problems with her and I decided that sadly she would have to go back, I rang for advice and they said she had been rehomed once and returned for the same reason (no one had told us of any problems at the time) and if we took her back they would put her to sleep, Needless to say we kept her.
Years later we went to look for a rabbit after loosing one had having a lone rabbit. Their attitude stunk. Having rung and asked when would be a good time to go and have a chat and view the rabbits, we went when they asked us to, on arrival we were told by a very snooty receptionist that weekends were impossible to have someone come and help you choose, and you should come during the week when its quieter. She was terrible with other people that were there, some walked out. We persevered, filled in forms, she never fully looked up from her desk the whole time, we asked if it would be easier if we returned the following weekend at a time good for them, but could we say which rabbits we had seen online and ask some questions about them. No was the answer. We left. A few weeks later a friend had a similar experience when getting kittens.
Both me and my friend sent in a letter of complaint, neither of us even received an acknowlegement. All the above issues were at the same branch. I do have to say I have had dealings with another branch and although they had nothing suitable for us they were incredibly helpful.
Recently I contacted the cruelty line and while they were great on the phone and promised to look into the reason for my call and update me when they had been to the case I have heard nothing. I have no idea if the dogs in question have been removed from the situation or if they even went.
I now only use small private rescues.