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Care Opinion

Not impressed

Story from nhs.uk

"Not impressed"

Audiologists would not carry out microsuction for ear wax on first visit even though I had been told it could be done on the phone. Practitioner seemed nervous and inexperienced and was unable to clear the ear after two visits. This has never happened before when I have needed this treatment. They didn't charge me but it was all a colossal waste of time with the ear still blocked

The branch is too small for the number of people seen and is chaotic when you arrive with no receptionist and a poor seating area for eye customers as well

Two out of three appointments started 10 and 15 minutes late. Avoid.

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Responses

Response from Specsavers Hearcare - London - West Ealing 5 years ago
Specsavers Hearcare - London - West Ealing

Submitted on 31/12/2018 at 08:45
Published on nhs.uk at 09:05

Thank you for your email concerning your experience at Specsavers West Ealing regarding your experience which we received today. On behalf of Specsavers I extend my sincerest apologies for your negative experience.

Our vision is to passionately provide the best value eye care to everyone, simply, clearly and consistently, exceeding customer expectations every time. I was concerned to read your dissatisfaction with our customer service and your Specsavers experience. We pride ourselves on our professional and courteous service and we are sorry if on this occasion that was not your experience.

We very much appreciate that you have taken the time to write and I am keen to ensure your complaint is resolved. Each Specsavers store is part owned and managed by its own directors. They are there to ensure all customers receive the very best care to bring the matter to a successful conclusion. If you would like us to look into this further, please could you complete the following form and provide us with more detail so we can have your concerns looked into: https://www.specsavers.co.uk/news-and-information/customer-service/contact-us

Thank you again for bringing this matter to our attention. We are always looking for ways to provide better customer care and your feedback is an invaluable part of that process. We will do everything possible to ensure your complaint is resolved and your faith in Specsavers is restored.

Kind Regards

Adrian

Customer Care Manager

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