Boots Opticians Nottingham - Victoria Centre (in Boots) 2017-02-04 Person 4 5 0

Booking appointment took me 20 minutes which was ridiculously long and frustrating. Discussed previous problem re appointment taking over two hours previous year and booked directly with branch as told to but call kept going straight to call centre!! Eventually spoke to Patricia who was very helpful and empathetic. Arrived early for appt which was a good job as unbelievable queue at reception that meant queing for 10 minutes which actually made me 5 minutes late for appt, not a good start! Went in to see David quite promptly and he was professional as usual. Then it went a bit pearshaped as when they took me back to reception they told me I'd have a 30 minute wait despite having booked the next appt 6 weeks previous!! This really annoyed me and I was offered to see Ian the branch manager to discuss. Had meeting with Ian and discussed experience over past few years and he agreed they could do much better in çommunicating with customers and explaining why the appointment system doesn't run as smooth as it should, he took on board that our time is important and we don't feel respected or valued when we are just left in reception!! I am pleased to say after my discussion I did feel valued although maybe at the detriment of other customers as Amanda was allocated to look at me despite her not actually being on the floor at that moment. I have been looked after by Amanda Merry for the past three years and she is an amazing member of staff and deserves a special mention, she goes more than three extra mile!! Amanda then introduced her to Daljit who again Jared my visit somuch better, she listened, gave great advice and I felt really comfortable and cared for by these two members of staff. After Daljit I went back to Amanda to order new glasses,again a pleasant experience.further before i left Ian came to see me to check i had had a better experience.