Boots Opticians

I have been a customer of Boots Opticians in Caterham for 11 years (I've been with another branch previous to Caterham. With a staggering 22 years loyalty in total). Throughout my time with Caterham branch I cannot fault Debbie (my optometrist). Debbie is excellent. I use the monthly contact lense scheme. I have been waiting 5+ months for my 'monthly-no-hassle-in-the-post-lenses' to arrive. I have phoned the branch on several occasions chasing my lenses. It's always the same answer. "There's been a delay". They take my details, confirming they will look into it, and get back to me. They never do. Shocking customer service. I have spoken to Holly on a few occasions. I even went into the branch yesterday to collect a box that finally arrived for me. I met Holly face to face and asked about my trial lenses that I have also been chasing for the same length of time. On opening the box at home I found only the solution, no contact lenses. I pay for this service every month direct debit. I'm paying for a service but not receiving the goods. Today I phoned and spoke to Holly again. Still with the same explanation but now I'm a very dissatisfied customer. I'm wondering if I give a 1 star review, every day for the next 5 months, will someone in the Caterham branch take note? Will my reviews reach HO? Unsure what has happened to Caterham branch. My guess is they have a new turnover of staff (which clearly need customer service training at the very least). Holly has confirmed she'll call back with answers now that I've explained just how frustrated I am. So frustrated that I will keep leaving poor reviews until I am compensated for the money they are happy to keep taking from my bank.
Apr 6th, 2023

Absolutely terrible! Booked an eye test for my partner that was cancelled on two occasions. When he finally had his appointment he was told the lady didnt know how to work the machine so couldnt carry out the eye test! Unapproachable, unhelpful staff and awful service. Dont waste your time
Mar 25th, 2023

Despite opening hours being 9-530pm all week including Saturday am here at 230pm to pick up my contact lens prescription and it is locked, no sign on door, telephone just ringing and ringing. Therefore I shall be entirely blind next week. Many thanks Boots Caterham.
May 8th, 2022

No one ever answers the phone or gets back to you
Feb 27th, 2022

Ive been trying to get my daughter her first contact lenses since October 2022; its now February 2023 and we still havent got it sorted yet. The optometrist herself is very good, but the ladies working in the main shop are very unorganised. They dont call when they say they will, they dont give information that is required. For example, they needed my daughter to have her lenses in for several hours before getting them checked at an appointment, but no one told us to do that, so it was a wasted appointment when we turned up as she didnt have the lenses in. Another time we came, we were told they were running almost 2 hours late. A call to let us know that would have been good, as that was another wasted appointment, I wasnt going to sit and wait there that long with my other young children. We were told we had a two month wait for new lenses.only for me to chase it up 6 weeks later to find out that the lenses hadnt even been ordered in the first place. No one seems to answer the phone either. Some days I have called multiple times with no answer. I just feel so frustrated. I have been coming to this opticians for a long time and it was always good service until recently. This should have been a simple process but it has been so stressful and we are still without lenses. I am currently waiting for them to call me back, I have a feeling they wont get back to me. Im going to go elsewhere.
Feb 25th, 2023