Rebecca Dillon

Excellent Clinical Care Undermined by Poor Communication and Customer Service

Southampton ClinicExcellent Clinical Care Undermined by Poor Communication and Customer ServiceIa€™m self-employed in a profession that requires the use of precision tools on clientsa€™ skin and faces, so sharp vision is essential to what I do. As my eyesight began to deteriorate with agea€”particularly my ability to focus on close-up detaila€”I made the important and rather daunting decision to undergo corrective eye surgery.After extensive research, I chose Optical Express, largely based on the strong impression of professionalism and patient care presented in their marketing. Unfortunately, while the clinical care and expertise of the surgical team were outstanding, the customer service and communication leading up to my scheduled procedure were deeply disappointing.I had opted for a premium Tecnis PureSee lens in my lead eye, which required at least three working days to order. I confirmed my decision via email on 30th December, only to receive an auto-reply saying my contact would be out of office until 8th Januarya€”just one day before surgery. Concerned, I called the Southampton clinic on 3rd January and explained the urgency to a staff member, who promised a call back that never came. By 6th January, I still had no confirmation, no reassurance, and no idea whether the lens had even been ordered.Despite repeated attempts to get a response, I was left anxious, uncertain, and seriously questioning whether I should cancel altogether. The only number I had access to was for non-urgent enquiries, which only added to my frustration. In a last effort, I even tried to reach my surgeon directly, which I acknowledge should not have been necessary.Ita€™s important to say that the clinical staff and surgeon were excellenta€”they are the reason I didna€™t walk away entirely. However, the lack of basic communication, responsiveness, and operational support was unacceptable, particularly for a procedure costing nearly a ?7,000. While I did receive a voucher as an apology, it felt inadequate given the stress and inconvenience I experienced.I had hoped to resolve this privately, but after receiving no meaningful resolution, I felt it necessary to share my experience publicly. For a company that promotes premium care and service, Optical Express fell short where it truly matters: patient support and communication.

Date of experience: Sep 09, 2024