My firm offers free eye tests from David Clulow and the Jubilee Place branch is close to where I work. After returning from holiday I discovered that my eye had gone very red and vision was blurred. The optician who examined me asked if my lenses had touched water. I told her that I had been to a big theme park that had rides and also a water park area. I had worn my lenses to get about there as the place was huge.
She quite rightly told me that I should not have worn my lenses. I agreed with her and said that I would bear this in mind and would not do it again.
I thought that would be the end of it and she would stop there. Unfortunately, she went on and on and on, repeating the same points about five or six times, until my ears rang basically.
As a contact lens wearer for over 15 years who has never had the remotest eye trouble, I must know something of eye hygiene. But no not according to this lady. She spoke to me as though I was not only thick but also deaf, telling me about storing and cleaning my lenses in the most patronising manner! I felt so insulted but remained polite and quiet.
She then took me out into the store, told me that a follow-up appointment was needed and again told me off this time in front of a colleague (bob hair cut hair dyed orange, glasses- keep reading!) I left the place close to tears at the way I had been treated.
I got back to my desk visibly upset and my colleagues suggested that I call up the other branch in Canary Wharf (Cabot Place) to ask if my follow-up appointment could be moved there instead. They asked me why and I told them that i was uncomfortable going back to the other branch and didn't want to give further details. The lady on the phone was reassuring, she asked me to tell her exactly what had happened. She told me not to worry and she would not give any detailed reason to the other branch, she would simply switch the appointments.
So my appointment day came at the Cabot Street branch. Unprofessionalism is obviously shared between the two branches, as I only had to say my name and the shop staff fell quiet, stared awkwardly and a couple of them started to whisper. Did I feel uneasy? That was an understatement!!
The appointment went well, the optician was nice enough. I then came out of my appointment into the store. I heard some people whispering around me and felt eyes staring straight at me. I looked up and lo and behold the unprofessional bob-hair cut woman from the other salon was stood right there whispering to a couple of colleagues!! Which planet are this company on, seriously!!! Has no patient any right to complain without being made to feel a leper?!
So I tried to pay for my appointment and the lady serving me (thankfully a different one) said that I would need to pay at the other branch. I was mortified! I asked her if she could call through and I could make the payment over the phone, but she said no unfortunately not. Customer Service is clearly in common between the two branches too. How ridiculous!
So I bit my lip and walked across the mall to the Jubilee Place optician. No surprises that when i arrived there little miss bob haircut had miraculously appeared back there! My oh my, what a fun day she must have been having, so much excitement for her!!
She was stood mumbling to the rude optician as i walked in. Unfortunately it was only the two if them in the shop at the time and one customer: Lucky me! I remained calm, said hello to the optician and told her that I had come to pay for my appointment. She said "sure" and asked me for my card. As she said this, another couple of patients walked in. She then looked at me and asked in a loud voice:"I hear you complained about me. What exactly was the problem?" The shop went quiet.
I was mortified and said well I didn't really want to talk about it. She was not deterred by this and continued questioning me "No I really would like to know, what did I do to you that was so awful?"
What was this woman thinking speaking to me like that in front of a shop full of people? How completely unprofessional, patronising and rude!
I replied again calmly that i didn't want to talk about it and just wanted to complete my payment. She must have repeated the question about four times, per her usual patronising style.
All I can say is that I couldn't get out of the place quickly enough! Diabolical service, I would not return here if I was going blind and this was the last optician on the planet! These people are deluded. Spec Savers or Boots anytime please!