Review of Optical Express UK
All I wanted to do was reschedule my appointment. I rang them, but they could not guarantee I would not be charged a ?50 for rescheduling...I do understand that companies need some backup, but I wasn't cancelling, and things do crop up in life where one has to change! I was told they would email HR, and then they would decide whether my reason was valid. I was not prepared to take that risk, so I will go to the appointment but will not take any treatment from them. So ultimately, I will be wasting their and my own time..just poor customer service, especially when we are talking about thousands of pounds worth of potential treatment! AND on answer to their reply. I DID contact you by phoning as stated in my review if you read it through it! I repet we ate now in a position where I am going to becwasting your abd my own time as well as having to cancel my son's Doctors appointment which was the reason I needed to rearrange. This was explained to you over the phone!...THEN AFTER I ATTENDED THE APPOINTMENT I HAVE JUST RECEIVED AN EMAIL AND TEXT STATING I HAVE NOT ATTENDED....HOW ANYONE TRUSTS YOU WITH THEIR EYES WHEN YOU CANT GET BASICS RIGHT IS BEYOND ME...
Hi Gary,Thank you for your feedback.Ia€™m sorry to hear that our rescheduling policy caused frustration. To clarify, as outlined in our Terms & Conditions, a a ?50 fee applies if an appointment is rescheduled within 5 days of the scheduled date. This policy is in place to help manage clinical time and resources that are set aside for each individual appointment.We understand that life can be unpredictable, which is why we do review individual circumstances on a case-by-case basis. While we cana€™t guarantee a waiver in advance, we do ensure that all valid reasons are fairly considered.Ita€™s disappointing to hear that this has led you to reconsider treatment, and Ia€™d encourage you to speak with our Customer Service team on 01236 795 010 or via [email protected] if you'd like to discuss your specific case further. Wea€™re always open to resolving issues constructively and ensuring you feel confident in your care journey.Best regards,Optical Express