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“Nonexistent customer care”

written by MariaPH on 25/05/2021

I had an appointment a couple of days ago in Boots Opticians on Princes Street in Edinburgh. The first person who started the consultation and did some tests, he was really helpful, friendly and professional. Then, I waited for the optometrist and her first approach was rude, I could not finish answering the first question, she asked me to stop several times and get to the point.
I showed her an inform from a previous test done in my country and she asked for specific terms on the paper that I could not respond because were specific optician job related. She was angry about it and looked into them in the computer to translate them. I asked her the meaning of this terms but she did not reply to me.
At this point I just wanted to leave the room and finish the consultation, I did not feel comfortable with the way she treated me, although I am a respectful person I stayed and continued until the end.
At the end, she said to me to change my glasses, I told her I had to think about it, and she reply to me: 'If you don't change your glasses I willsee you here very soon'. This was not about what she said to me, but how she said this to me. She used this tone during the whole consultation.
I was very surprised of her manners, a health professional should be polite, comprehensive and empathetic.
I used the same service a few years back and I had a very good experience with all the staff including the optometrist.
This is why, after this time, when I left the shop I felt hurt and I do not think I will go back there and I definitely do not recommended it to anybody.
I believe everyone deserves to be treated with respect and humanely, showing care, kindness and sympathy.
Thanks