Boots Opticians Islington 2018-09-20 Person 3 5 0

Optometrists I saw (two as I had problems with other parts of the service) were great - professional, made clear recommendations, efficient. Unfortunately the rest of the service was middling to poor. Firstly after my first appointment I was told they had issues with getting my records from my previous optometrist, another Boots Optician branch. They said they'd try again tomorrow and would let me know. No such luck - I rang up two weeks later to see about progress and they still hadn't obtained my records. They said they would get on to this straight away. One of the staff gave me calls to follow up and was helpful, but I was very busy with work and travel and couldn't make it in. Eventually went in for a contact lens check, and there were what seemed like massive issues getting contact lenses - first they put me on the contact lens reward scheme, then it turns out the lenses my optometrist recommended couldn't be obtained on the scheme. So I went on the other one they recommended and thought they ordered lenses at the time. It's been another 3 weeks without any word. So I called up this morning, and I'm then told the lenses were never ordered because again, they weren't available on the Care Scheme they then put me on. No one had contacted me about this. The salesperson I spoke to then said they would sort it straight away, but this is getting ridiculous. It's now been exactly two months since I first went in for an eye test. The manager I dealt with at my second appointment was helpful and friendly, and deducted the cost of my first appointment from the overall cost as I went on the scheme and also paid for the lenses I ordered. Other than that, I picked up on snippy condescending attitudes amongst the other staff in their interactions with each other. Maybe it was just my imagination after being frustrated with the whole process. Please work on your processes, handovers, note taking or whatever would help. It's not right that I've had to chase up on things and then finding out that something's gone awry but I've not been contacted.