Absolutely awful from start to finish at the Birmingham branch. Even my first visit I had my reservations as all they seem to wanted was to get me booked in, no personal touch, and youa€™re in the consultation for a long time!! After stupidly deciding to go with them, I then had to call them several times to pay my deposit, yes why am I chasing them, clearly not interested in my business, so agin red flag! So I thought Ia€™d give them the benefit of the doubt and wait to speak to the surgeon, and that I did and after speaking to the surgeon I cancelled my appt! again no personal service all he wanted me to do was sign the disclaimer! Red flag again! Then to add insult to injury I call to cancel and get my refund back, office manager said he would put the cancellation through and issue my refund, 7 days later hea€™d done neither!! Yet again I had to ring the Birmingham branch 3 times to ask someone what was going on with my cancellation as I was still receiving text messages to say my operation was going ahead after I had cancelled it!! And as if it couldna€™t get worse 28 days for your refund to go through!! Absolute disgrace!! Glasgow office (I think ita€™s the Glasgow office) have been amazing as ita€™s them who pick up the phone when Birmingham dona€™t, they certainly need to teach the Birmingham office a thing or two!! Pick some where else, therea€™s plenty more companies out there who want your business and can offer good service!
Dear Stephanie,Thank you for your review.Wea€™re disappointed to hear that your experience at our Birmingham clinic didna€™t meet your expectations. While many patients value the efficiency and thoroughness of our consultations, we understand that every patienta€™s experience is personal a€” and ita€™s clear that certain aspects of your journey fell short of what we aim to deliver.We expect every clinic to operate to the same high standard, and your comments about communication and the refund process will be reviewed in detail with the relevant teams to ensure expectations are being met and followed through. The feedback about our national contact centre team is appreciated and has been passed on.If you would like us to follow up directly or provide clarity on the status of your refund, please get in touch via [email protected] with your name, date of birth, and a contact number.Kind regards,Optical Express
